Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The project was done May 24th 2024. I paid $******** I had asked that two areas be mulched close to the front of my house they were not done. I know I asked for these areas bc they were the areas that needed it done the most. They were not done. The flower beds that were done were not lined or weed treated so two days after installation weeds were growing through pictures to be sent. I asked for 2 planters to be filled with flowers they were only 2 small sickly flowers put in them. **** did come and add a few more bit they looked pathetic. For ******* I expected the work to all be done and in look professional. My yard looks worse now then before they did the work.

  Business Response

  Date: 07/01/2024

  The area in question is the mulch beds to the left and right in the front up close to the house. 

  
  We have reached out to Mrs **** several times to resolve the issue. We have not heard back from her or her daughter to rectify the situation. We told her daughter (used as a mediator during discussions) that we would honor anything that we said. What is in question is the scope of work on the project. Our production manager says one thing and Mrs **** states another. We have tried to come to some agreement but we have not heard back.
  

  Please see the timeline of events that occurred: (reminder that all phone recordings were monitored during all discussions). 
  

  30 May 24 at 3:47PM call was made by Production manager. Duration was 6mins 7sec. On the call (recorded), Mrs **** was told that the mulch beds in question were not a part of the original bid. However, she was offered a single yard of mulch to help cover the additional mulch beds during the phone call because she changed the scope of work as the team was on site. However, we will need more than one yard to complete the project. She was notified that the left and right front yard mulch bed were not included in the mulch bed. She was then sent an additional estimate to cover the rest of the mulch beds. After the estimate was sent the below interaction occurred. Lastly, on the phone recording she stated that she wanted to continue to work together. We agreed that we could come to some sort of understanding and that we would take care of her needs. 
  

  3 June 24 at 9:24AM call was made by Production manager. No answer left VM.
  6 June 24 at 10:55AM Call made by Office manager. No answer left VM.
  6 June 24 at 3:07PM Call made by Production Manager. No answer left VM.
  10 June 24 at 3:16PM We spoke with Mrs ****’s daughter about rectifying the situation.
  11 June 24 at 8:07AM Call was made by Owner. No answer left VM.
  11 June 24 at 10:49AM Call was made by Owner. No answer left VM.
  12 July 24 at 3:08PM Call was made by Owner. No answer left VM.
  12 July 24 at 3:45PM Call was made by Owner. No answer left VM.
  

  12 July 24 at 3:51PM Mrs. ****’s daughter called again and the Owner spoke with her about rectifying the situation. The conclusion from that phone call (also recorded) was that she (the daughter) would provide video footage of the discussion so that we could honor what was interpreted. We have not heard back from anyone or received a video/audio recording of the interaction that took place. 
  We (The Vine Landscaping) have expressed a desire to continue communication throughout this process in a professional manner to resolve the issue above. At this time, we have heard nothing back from the **** family.

   

  We have since installed fresh flowers to her satisfaction and offered a free weed neutralizer spray to take care of the additional weeds. 

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Vine Landscaping (The Vine) has been fraudulently charging their customers for time that was not spent& work that was not rendered.For services such as leaf removal they do not make it clear they charge by the hour.They warn the initial rate would be higher because it would take longer,but succeeding rates would be consistent.However,the time quoted on the invoices is fraudulent.After the services were rendered &I noticed I was charged by the hour instead of a consistent rate,I checked a neighbor’s Ring camera to see how long they were working in my yard.The time billed to me was .** ***** ***** *****.However, the camera footage shows they were only on the property *** ***** (15mins).At a rate of ********* they defrauded me out of ****** in just one visit.
  
  I had been charged for services rendered at a property other than mine. On 13 Dec 22,they removed the leaves from my neighbor’s yard.Although no services were rendered to me,they charged me $*******The Vine was difficult to communicate with in regards to this discrepancy &there was some unpleasant back-and-forth conversation. In the end,they did not charge me the $******,however they increased my rate.
  
  On 20 Dec,my rate increased from a rate of ***** ** ********** * ******** ***** *** ******** * *** **** ******* **** *** ** ******** ** ** **** **** *** ** ******* ********** ** ** *ov& performed the first service on 15 Nov.If the rate change took effect before the initial assessment,I do not understand why I wasn’t charged that rate initially if the change took effect on the 11th,before even my initial assessment was done.The earlier $****** charge leads me to believe this was their way of resolving the aforementioned back-and-forth without my consent.
  I am writing to have these matters more closely looked into& be refunded the money ******* & increased rate difference)fraudulently charged to me. They also fraudulently billed my credit card unauthorized,without my approval ****** for this disputed service.

  Business Response

  Date: 01/29/2023

  ****

  
  Thank you very much for your services and for bringing this to our attention.

  
  Mrs. ****** approved an estimate on the 14 Nov 22 (please see slide 2). Let the reader know that this was with our old software system. We changed over on 15 November 22 of which completed her first service. As I was at her house in the backyard (while giving her an estimate) I told her that we charge a per man hour rate. You will read throughout our emails (see attached) the client was fully aware of frequent changes in price. In addition to the hourly rate her first service was her most expensive (as promised). First service was **** second service ******* lastly ******. Throughout our time servicing her property we never once used a flat rate.

  
  The invoice in question is the third invoice. However, the first & second invoice was calculated by time, not a flat rate and nothing was mentioned about those invoices…Additionally, our gentlemen were on site for 25 mins. From start to finish, they clocked in at her house at 8:57am and clocked out at 9:22am (see slides). Once completed she was sent the invoice. Mrs ****** stated, “ The time billed to me was .** ***** ***** *****.” **** on her last invoice is actually referring to the quantity of service which actually has no weight or bearing on the overall cost of service. How the price was calculated was time of site * *** * * ** **** **** * ** **** * ***** *** **** ** **** (we do not know the seconds calculated) * ***** * ******. To get to the exact cents you will need to know the seconds which our software system does not give us. 

  
  In her defense we did not properly communicate to her the price change. With that her previous price was ************ * ****** * ****** ***** * ** **** ** *** **** * ******. I would be happy to refund her the difference that we did not properly communicate to her. $***** - ****** * *** 
  
  
  After the service was completed Mrs. ****** was notified 31x times (via email/text messages please see the slides in ppt) of her late invoice. In addition, we also called her numerous times (the last time was on friday 20 Jan) and left voicemails to which she did not respond once. She mentioned nothing over the past month of her concern for time on the job. Attached you will see our emails back and forth from every engagement we have had. None of which questioned anything regarding invoice amounts, man hour rates, or alike.

  
  In addition to the charge of $**** that was a mistake by our manager who did go to the wrong house accidentally. That invoice has since been deleted and Mrs ****** was never charged for it. We did not increase her rates solely. Rather we increased every one of our clients to reflect the new price change. I will be happy to provide hundreds of invoices to prove that.

  
  In conclusion, the **** means nothing in relation to the time or price calculated for the third and final invoice. 

  
  Please let me know how I can better be of assistance.