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:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had one area in my lawn that was all torn up and needed to be fixed up and reseeded etc. GRO came out for an estimate and while talking I asked about another part of the lawn that wasn't looking real good. He said it needed aerating, thatching and over-seeding, and that would fix it up. Then we talked about bark-dusting, and I said I needed that too. He said they could probably do the whole lawn and bark-dusting for about double just doing that one bare spot. That surprised me so I told him to give me a bid for just the bare spot, and a bid for doing everything. So I got a bid for over-seeding the bare spot of $1637. Then the other bid said barkdust refresh, lawn dethatch, Seeding, and peat **** Application, spring lawn Aeration, Lime, and starter fertilizer for $3153. He said in the bid it's actually cheaper to do all the lawn areas as one. That to me was the bid for everything, so I thought I'd go for that, even though that was more then I wanted to spend. They wanted 50% of the total down to get me on a schedule, so we used a **** payment on the computer with my acceptance for the bid. They included a computer form/link for me to send the 50% and I sent a payment of $1453. That would be for half of the bid before tax; $2906, and they accepted it. They came out about a month later and did a fine job as far as the work went. Then I used that same form and sent them $1637.28. The other half plus tax. Now they are saying that those 2 bids were 1 for the bare spot and the other was just the rest of the lawn and I still owed them $1839.19. I talked on the phone with the sales man who made the bids and he said those areas were 2 different bids, not the whole thing. I would never in my life spend close to $5000 to spruce up my lawn. Except for the bare spot, the rest wasn't real bad, just some dry spots etc. I could work on that myself, but thinking the whole lawn and barkdust for twice what the bare spot would be was worth it. So I ended up paying the rest.

  Business Response

  Date: 09/04/2024

  Hi,

  We appreciate this information.  We've reviewed our records and ****************** did approve, via email, opportunity #***** and he paid the required 50% deposit.  Please see attached labeled "***************, Email" and find the section on 06/06/24 at 11:32 AM.

  There was a misunderstanding surrounding the second opportunity, #*****, as we failed to obtain his written approval and misunderstood his desire to move forward.  Despite the fact that the work was performed by GRO, we will issue him a refund for the work performed under this second opportunity #*****.  Both opportunities are attached for your reference.  The total refund amount is $1,776.45, which includes tax.  The refund will be processed by GRO no later than Friday, 09/06/24.

  Thank you,

  *******

  Customer Answer

  Date: 09/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/24/2024

  I had accepted the offer from Gro landscaping and understand that that closed the complaint. I haven't received the reimbursement yet so I would like to reopen the complaint, ID ********, until I receive the reimbursement.

  Customer Answer

  Date: 09/24/2024

  OK I found the payment returned to my **** account, so this case can be closed. Thank you.

• Initial Complaint

  Date:07/18/2023

  Type:Sales and Advertising 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 landscape company GRO is contracted through my ***. The grass had died in the yard and I reached out to the hoa for repair. The *** was informed that GRO hit a mainline by a boar (6/2) and the line broke. They agreed to nurse the area back to health. In doing so, the water bill jumped three times the normal rate. I asked the water company for assistance but since it was the landscaper who created the problem, the water company cannot assist with the large bill. I asked *** for compensation on the repair because they created the issue, they refused to help. I spoke with a representative from GRO and they said they will not help me if I threaten to contact the BBB. They also claimed since it is my utilities that they will not be helping. However, they are the ones who created the issue to begin with and should be held liable to repair the line and the associated costs.

  Business Response

  Date: 08/08/2023

  If a problem occurs on the water main supply line directly connected to a homeowners house, it's generally the homeowners responsibility.  Although we cannot determine what caused the water main supply line break, we immediately repaired the break per request of the HOA.  Increased watering was required to repair the sod that was removed to repair the break.  We fulfilled our responsibility to the **** however, we will provide the homeowner with a $50 courtesy gift card to assist with additional water costs.     

  Business Response

  Date: 08/08/2023

  If a problem occurs on the water main supply line directly connected to a homeowners house, it's generally the homeowners responsibility.  Although we cannot determine what caused the water main supply line break, we immediately repaired the break per request of the HOA.  Increased watering was required to repair the sod that was removed to repair the break.  We fulfilled our responsibility to the **** however, we will provide the homeowner with a $50 courtesy gift card to assist with additional water costs.     

  Customer Answer

  Date: 08/18/2023

  I appreciate that one sales associate did reach out in a respectful manner to try and come to a resolution. 

• Initial Complaint

  Date:07/06/2023

  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.

  I hired GRO for three separate projects at my house in ***********. Two of the three they completed, but the third they fumbled pretty badly at the end. They were to install irrigation, lawn and planting bed irrigation to a little over an acres of the south lawn area. They hurried to install irrigation and to hydroseed mid- to late-Sept. ***************************************** late Oct. They skipped the standard practice of irrigating the dirt to cause weed seeds to germinate, then spray to kill weed before hydroseeding. When I questioned this, the job ******* assured me that they would return in the spring to spray the weeds. Come spring, they refused to do that for me, saying it wasn't in the contract. They also failed to install 3 or 4 sprinkler heads at one end of the lawn, so the grass in that area died. They also refused to fix what was obviously their oversight on this issue. I now wonder if they will even make good on their 1-year warranty on plant material they installed.

  Business Response

  Date: 08/07/2023

  In 2022, we performed a landscape installation for Mr. ********************* along the main driveway and south lawn areas of his property.  Our scope of work included soil, plant material, bark dust, irrigation and drainage, and hydroseed.  These were added onto existing landscape areas with established irrigation systems.
  
  Mr. ****** is requesting a broadleaf weed control spray to the propertys lawn areas, which were hydroseeded by our team in the fall of 2022.  Additionally, the customer is requesting that we install four (4) additional irrigation heads to improve the irrigation of his lawn.
    
  The scope of our contract did not include broadleaf weed control spray.  
  We did not install irrigation heads to the area under dispute, as the roadway was not finished and heavy machinery was at risk of damaging the irrigation heads near the edge of the road. 
  
  Although we delivered the agreed upon contract, we want our customers to have a great experience and to feel satisfied with the service provided.  To address the complaints by Mr. ******* we will do the following:
  
  Provide and install four (4) irrigation heads on the south side of the lawn near the roadway.  Please note that the original contract specified that Mr. ****** would provide the irrigation parts for install and would not be covered under warranty by GRO.  These four (4) additional irrigation heads will not be covered under our warranty.
  Provide one (1) application of broadleaf weed control spray on the south lawn, which is approximately ****** sq. feet.  This application will come with no warranty or guarantee of weed eradication.
  
  We believe this will resolve Mr. ****** concerns and we look forward to a favorable resolution to this dispute.