Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired Arana Gomez Landscaping to do Fall Cleanup at our home. This occurred in September 2023. We advised them we would be in ******* for the winter and wanted them to cleanup once when all the leaves fell from the trees. They quoted price of $120.00, verbal agreement. We contacted them in October and requested they check the property (we could see on our security camera they hadn't cleanup up yet and leaves were falling) and determine when it was ready to do the cleanup. They said they would. They then sent us a bill for $200- and said it was more work than they expected and they cut the lawn as well. We paid them expecting the work was done. We returned for the holidays the first week of December and found our yard covered with leaves. We attach photos that show this, and that they put all the leaves on the City property below our lot. They covered the city discharge drain into *********************** and put leaves on the brook bank which are wetlands. We requested they return to cleanup and finish the job, and they said they would come look. They then stated they would charge an additional $140.00. We told them they had to finish the original job, and that we already paid $80.00 more than their original quote. They refused to finish the job, and we were forced to hire someone else and pay additional to have the drain and banks cleared. We paid an additional $500.00 total.

  Business response

  01/16/2024

  Re: ID ********
  
  *************** on behalf of Wendy Gomez and Arana Gomez Landscaping Plus.  While the complaint is dated January 2 it was not received (via mail) until January 12.
  Wendy G and her family have worked for my husband and me for over 3 years.  During that time they have been nothing but professional, respectful, fair and honest.  They have an incredibly strong work ethic and the highest level of integrity.   All of this is what makes this situation so upsetting.
  I believe this unfortunate situation came about due to not having a clear understanding on both parts as to the scope of work to be done for the quoted price. ******************** thought that the price quoted was for whatever was required for Fall cleanup, regardless of the number of visits required to get the work done.  Arana G quoted the price for a one time visit as is customary. It never occurred to Arana G that this would be for the entire job which would require multiple visits.  Pictures were sent of the work done in October and ********************* was pleased.  Clearly there were still leaves remaining on the tree which would require additional work. All of the leaves are never down by October.
  In terms of the drain pipe, it is customary for the leaves to be pushed off the lawn.  The drain and city property were never pointed out as an area to be avoided.
  Please understand that this is not a question of money; it is one of having their work ethic and integrity questioned, 2 qualities which are of the utmost importance to them. Never in all of the years they have been working have they had complaints about their work; in fact, the business has been built on word of mouth recommendations from extremely satisfied customers.
  In the future it would be helpful for all concerned to have a clear understanding of the scope of the work to be done. Perhaps Arana G should provide the scope of work and the cost in writing and the customer should sign off on it.  And additional work should not be done without approval.
  Attached are photos and relevant email correspondence.
  I am going out of town for a few days but will be happy to talk during that time if need be.  My cell is ************.  Email is ***************************************.
  Thank you for your attention.
  
  *************************************
  
  
  
  
  
  

  Customer response

  01/16/2024

   
  Complaint:********
  
  I am rejecting this response because: I am not sure who the person who write this on behalf of the business is, it appears perhaps to be one of their customers? Regardless, this person makes statements and comments without any knowledge whatsoever of the facts clearly to try and benefit the business. As a third party they have no knowledge of this matter.

  We had a verbal agreement with the business to complete Fall Cleanup. We instructed them to wait until all of the leaves had fallen and to then do the job. For what reason would we have someone cleanup only some of the leaves? This makes no sense whatsoever. And more importantly, the business charged us extra because they said the job took them longer. At no time did they state they would have to return. FYI- none of the photos or documents which the writer stated were attached we attached to the file for my viewing.

  Whether or not this was a failure on the business' part to property provide a written estimate or better communicate, this is not our issue. They understood fully what was to be done and we contacted them and asked that they go to the property to check if all of the leaves had fallen (since we saw a lot of leaves down on our security cameras). They chose to do the job at that time.

  Regarding where the leaves were placed, we advised them the leaves were to be taken away, not blown on city property. Stating they didn't know this is remarkable and hard to believe.

  We have incurred substantial cost to remove the leaves properly and are seeking full reimbursement of that additional cost. The business owner should take responsibility and respond themselves, unless the writer has authority to settle this matter. 

  Thank you!

  
  Sincerely,
  
  *********************************

  Business response

  01/21/2024

  I am responding to this complaint on behalf of Wendy Gomez and Arana Gomez Landscaping with their authorization.  Wendy Gomez works for us as a caretaker for my husband and I have been aware of the situation.  I will respond further once I have talked with them again and confirm their understanding which continues to differ from ************************ understanding

  Thank you,

  *************************************

  Business response

  01/31/2024

  I have returned the call from ****** but got vm twice.

  I'm sorry that we seem to have different recollections.  

  Arana G works for several of the ********** neighbors which is how they first contacted Arana G.  They work for all of these people on the same basis....there is a different charge for each visit.  Perhaps ******************** can verify that with them.  

  Also, ******************** did not tell Mr. G not to put the leaves on City property.  In fact, ********************* showed him where to blow the leaves.

  Wendy was contacted by **********************  All communication was between her and Wendy until the ********** returned from ******* at which time ******************** got involved.  Mr. G only met in person with **********************

  Again, this all seems to stem from a misunderstanding as to the scope of the work to be done.

  The issue of where the leaves were to be blown was only brought up in the complaint; it was never mentioned to Wendy or to Mr. G and, again, ********************* showed him where to blow the leaves.  It is his recollection that there were already leaves there.

  Again, I'm available and happy to speak at any time.

  Thank you.

  *************************

   

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