Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service was Monday, May 20,2024. The Turf Tailor, Damon M*****/ owner and his team, did landscaping at my house. Damon had previously supplied a proposal on March 25,2024, with a detailed list of things I wanted done plus pricing for each itemized task. I signed the proposal estimated at $1310.89 then had to pay a deposit of $788.88 by April 14,2024. All done. He and his team were at my house on Monday May 20, 2024. When I got home from work I saw a mess. Remnants of mulch still on my driveway; tree/shrub debris strewn across my yard; dead shrubs, that were supposed to be removed, still in the ground;woody branches poking out of shrubs plants and trees; dead leaves still hanging on plants/shrubs/trees; daffodil stems not cut down; yard debris on my patio and furniture; mulch dumped over downspout. I took pictures of everything and will supply them. When I called Damon to talk about these issues, he admitted to not removing 3 dead shrubs( because they were still good)- I have pictures showing they are clearly dead- He said he only left a few daffodil stems and that I could just mow over the debris left strewn across my yard and sweep up the dirt on my driveway. I said this was not a professional mindset or work. Damon became angry with that particular statement and said that he could drive back and dump the debris that he picked up back onto my driveway if I didn’t believe that he actually cleaned up. I asked if he was threatening me. He declined an answer. He also said that since I don’t think he is a professional then he would not be back to fix anything and waste his time trying to please me- that I wouldn’t be happy anyway. I said I wanted things fixed as we agreed and I paid half already for. He declined and said that when he sends the final invoice, I could decide what was fair to pay for and call it done. I paid $436/$762 from final invoice. He’s harassing me for another $326-threatening a lien on my house. He got $1224 total from $1310 proposal!

  Business response

  06/13/2024

  The Turf Tailor and their our crews work very hard day in and day out. It's very sad to see them come across an negative customer. This customer in particular was very rude/disrespectful and nasty. I personally made the call to never do anymore work for this customer after already discounting her work. All I was asking is for her to respectfully pay for all the work that was properly completed. I should have known from the start it was going to be a price issue as this customer kept requesting lower pricing and better pricing. Which I did from the start keep dropping cost off to help the customer out and get to a price that was comfortable for them. I understand she is upset with shrub removal but we never charged a penny to remove them along with hoping to save them to save this customer cost of new ones!! My crew members will never perform work when they do not feel comfortable around customers. I have a two saved voicemails from this customer and they show the major disrespect to our hard working members of our team. Lastly, I never once threatened the customer as they keep saying. I only explained the process to them with late fees and lien process if they do not pay us what is properly owed. 

   

   

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/3/22, ***** M, co-owner of The Turf Tailor, LLC provided me with a quote (Estimate #*****) for a project. This was the second quote provided as the first provided on 5/18/22 expired when I took too long getting others quotes. The quote was for $1,794.53 for product and labor. I initially reached out to Mr. ****** on 7/14/22 to get a second quote and did not hear back until 7/29/22. Mr. ****** informed me that he recently had a baby and apologized for the delay. At this time Mr. ****** offered to get me an updated quote and said the project could not be scheduled until a 50% deposit was paid. On 8/4/22, $900 was paid to Mr. ******'s ***** (in order to avoid a 3% fee on credit cards). On 8/5/22 Mr. ****** confirmed receipt (Receipt #******************), at which point I asked about getting the project scheduled. On 8/6/22, Mr. ****** stated "I will see next week how far out we are. Rain this week killed our schedule." From that point, we heard nothing else from Mr. ******. More than one week after the deposit was paid, the project still had not been scheduled and there had been no communication from Mr. ******. On 8/12/22, I asked for a refund of the deposit. At that point, Mr. ****** informed me for the first time that the deposit was non-refundable (also not written in any documents) and stated that materials had been ordered for the job, which struck me as odd as the job hadn't been scheduled. When questioned further, Mr. ****** quickly offered to drop the materials off on site for someone else to finish the job. Mr. ****** then told me to let him know which day I would like the material dropped off in the driveway and "we will part ways." I agreed to move forward and asked Mr. ****** which products had already been purchased for our project and what the total cost of the products was, as the quoted amount of materials was less than the $900 deposit, to at least get a partial refund. I have had no further communication from Mr. ****** since then.

  Business response

  08/16/2022

  I Mr. M*****((***** M*****)) am in full shock and disrespect from this customer. After clearly taking over 2 months to even get back to us about the job he expects us at a blink of an eye and over night get to his job right after he get us his deposit. I made it very clear of two very important facts before he submitted his deposit. 

  1) We are 4 weeks minimum out on our schedules weather permitting from date of deposit (( todays date is 8/15 not even 10 days after deposit when I made it clear we are 4 weeks out

  2) I am currently celebrating the birth of my new BABY girl and taking time OFF!!! I can not respond to emails and calls daily like I normally do which I informed the customer. 

  **I get it that the customer is upset that it takes me a little longer to respond to emails and calls but the Birth of my child and taking time off is currently a higher priority.

   

  I know everyone is in a hurry and wants communication which you can ask all our customers. I communicate very very well (OUTSIDE HAVING TIME OFF WITH MY NEWBORN) We take pride in having a great communication skill set along with attending to jobs in a reasonable manor. This customer will still get their material we ordered from their deposit and I am sorry we DO NOT WISH to perform the work. I feel very disrespected and mistreated from this customer so I do not wish to be on site and around this Negativity. We work way way way too hard and so many hours away from our Family and Friends to be treated this way. 

   

   

  Business response

  08/16/2022

  I Mr. ******((***** ******)) am in full shock and disrespect from this customer. After clearly taking over 2 months to even get back to us about the job he expects us at a blink of an eye and over night get to his job right after he get us his deposit. I made it very clear of two very important facts before he submitted his deposit. 

  1) We are 4 weeks minimum out on our schedules weather permitting from date of deposit (( todays date is 8/15 not even 10 days after deposit when I made it clear we are 4 weeks out

  2) I am currently celebrating the birth of my new BABY girl and taking time OFF!!! I can not respond to emails and calls daily like I normally do which I informed the customer. 

  **I get it that the customer is upset that it takes me a little longer to respond to emails and calls but the Birth of my child and taking time off is currently a higher priority.

   

  I know everyone is in a hurry and wants communication which you can ask all our customers. I communicate very very well (OUTSIDE HAVING TIME OFF WITH MY NEWBORN) We take pride in having a great communication skill set along with attending to jobs in a reasonable manor. This customer will still get their material we ordered from their deposit and I am sorry we DO NOT WISH to perform the work. I feel very disrespected and mistreated from this customer so I do not wish to be on site and around this Negativity. We work way way way too hard and so many hours away from our Family and Friends to be treated this way. 

   

   

  Customer response

  08/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Mr. M***** has made several false statements in his response and has taken additional actions to worsen the situation:

  1. In his response to the complaint, Mr. M***** stated that "he expects us at the blink of an eye to over night get to his job right after he get us his deposit." As you can see from the attachment ******-M***** #2, on 8/6/22 my communication with Mr. M***** was "When do we want to get this scheduled for?" Mr. M***** replied that he "would see next week how far out we are" and then never scheduled the job with me. This was restated on 8/12/22 (******-M***** #5) in which I tried to explain to Mr. M***** my concerns were not that the job wasn't completed quickly, but more so that the job was never scheduled. In my phone conversation with Mr. M***** 7/29/22, Mr. M***** informed me that jobs were being scheduled approximately four weeks out, but that the job would not be scheduled until I made the deposit.

  2. In his response to the complaint, Mr. M***** states that he is celebrating the birth of his baby girl and taking time off. In our conversation on 7/29/22, Mr. M***** informed me of the recent birth of his child, which is why it took him two weeks to get back to me. I congratulated Mr. M***** on the birth and told him I completely understood. At that time, Mr. M***** said that unfortunately the business had to be attended to, which is why he wanted to get back to me, get me the updated quote, and get the job scheduled. Knowing about the birth of his child, this is why I gave Mr. M***** over a week to schedule the job. While I respect that the birth of his child is a priority for him, at no point did I try to hurry the situation. However, I would content that the agreement was once the deposit was paid, the job would be scheduled. As the job was not scheduled more than a week after payment, the deposit should be returned.

  3. In his response to the complaint, Mr. M***** states that he feels very disrespected and mistreated by the customer and do not wish to be on site around this negativity. I can understand why Mr. M***** may be upset that I requested my deposit to be returned, throughout all our interactions I have attempted to communicate with Mr. M***** clearly and politely, and in response have been accused of poor treatment and disrespect, though at no point have I been anything but direct and fair without feeling the need to resort to utilizing all caps and accusing Mr. M***** of being unprofessional.
  

  4. One thing Mr. M***** failed to address in his response is that at no point was it communicated to me that the deposit was non-refundable. This was only told to me after I requested the deposit back.

  5. After submitting my initial complaint to the BBB, Mr. M***** sent me an updated quote. In the updated quote, several changes were made to justify keeping the full deposit. In the original quote, I was to be charged $390 for two mini accent walls which included installation and labor. In the updated quote (attached), the material for these walls is still listed at $390, but no longer includes labor. In addition, a $125 dollar deliver fee was added. This shows that Mr. M***** is arbitrarily adjusting the prices in an attempt to justify keeping the deposit, demonstrating that this business is not acting in good faith.

  While I was initially receptive to the idea of working with Mr. M***** to accept a partial refund in exchange for the materials and even asked Mr. M***** how we could move forward, it is clear to me now that Mr. M***** and The Turf Tailor has no intentions of working with me to come to a resolution, and instead are simply trying to justify taking my money and not doing any of the work discussed. For the reasons listed above, I will state that I do not believe this matter will be resolved until Mr. M***** agrees to a full refund.
  
  Regards,
  
  **** ******
  

  Business response

  08/18/2022

  The Turf Tailor has reached out many times to this customer and have heard nothing back. It doesn't seem fair to us because we are trying everything we can do to help this customer and offered many solutions and options but they only choose to respond only through the BBB. That is perfectly fine but we have attempted many many times. Here as the HR team at The Turf Tailor. It doesn't seem fair to choose the importance of a non-emergency landscape job, over the time off with the Birth of a child. ***** clearly explained to this customer multiple times he was busy with the Birth of his new child which would very quickly explain why he might not respond right away. Once again this project is still within the time window promised but the customer is no longer responding. The stone line item is a simple oversight(once again this is the first time we are notified about this as the customer chooses not to respond to our team) and the account team has been notified to make the adjustment and credit the customer the difference. We collect 50% deposits for this exact reason. It wouldn't be fair to us as a small business to have to sit on the cost and all the material only this customer needed and never be able to use it. This customer has been offered many times to get their material dropped off and if they wish to pick it up to save the delivery fee they are more than welcome to do that. The Turf Tailor HR team supports ***** decision to not want to move forward with this customers labor as its in the best interest for the safety/conflict of all Turf Tailor Team members to stay away from this customer. 

   

  Business response

  08/18/2022

  The Turf Tailor has reached out many times to this customer and have heard nothing back. It doesn't seem fair to us because we are trying everything we can do to help this customer and offered many solutions and options but they only choose to respond only through the BBB. That is perfectly fine but we have attempted many many times. Here as the HR team at The Turf Tailor. It doesn't seem fair to choose the importance of a non-emergency landscape job, over the time off with the Birth of a child. ***** clearly explained to this customer multiple times he was busy with the Birth of his new child which would very quickly explain why he might not respond right away. Once again this project is still within the time window promised but the customer is no longer responding. The stone line item is a simple oversight(once again this is the first time we are notified about this as the customer chooses not to respond to our team) and the account team has been notified to make the adjustment and credit the customer the difference. We collect 50% deposits for this exact reason. It wouldn't be fair to us as a small business to have to sit on the cost and all the material only this customer needed and never be able to use it. This customer has been offered many times to get their material dropped off and if they wish to pick it up to save the delivery fee they are more than welcome to do that. The Turf Tailor HR team supports ***** decision to not want to move forward with this customers labor as its in the best interest for the safety/conflict of all Turf Tailor Team members to stay away from this customer. 

   

  Customer response

  08/26/2022

  Better Business Bureau:
  
  Unfortunately, The Turf Tailor is not being truthful again. I would like to take a moment to refute their latest response:
  
  ~~ “The Turf Tailor has reached out many times to this customer and have heard nothing back.”
  
  As can be seen in ******-****** #7, before going to the BBB, I attempted to work things out directly with Mr. ******, who stopped responding after I said “let’s move forward” and asked some questions about the products.
  
  Only after submitting a claim through the BBB was there any further communication, which was an email that contained nothing other than an updated estimate attempting to justify keeping my full deposit. There have been no phone calls, no text messages, no emails. The Turf Tailor has provided no evidence of any attempts to reach me, other than to state they have tried “many many times.”
  
  ~~ “It doesn't seem fair to us because we are trying everything we can do to help this customer and offered many solutions and options but they only choose to respond only through the BBB.”
  
  The only solution that has been offered by The Turf Tailor is “We will keep your full deposit and drop the materials off in your driveway.” In the two responses received through the BBB however, they have accused me of being too negative to work around, and now, being concerned about the safety of their employees. There have been no attempts to compromise or negotiate, there has been no meeting me halfway, and no admittance or any wrongdoing. One option has been provided: “We don’t want to work with you. We are keeping your full deposit and will drop the materials off in your driveway.”
  
  ~~ “It doesn't seem fair to choose the importance of a non-emergency landscape job, over the time off with the Birth of a child. ***** clearly explained to this customer multiple times he was busy with the Birth of his new child which would very quickly explain why he might not respond right away.”
  
  As evidenced by the fact that the HR Team is now responding, Mr. ****** is not the only person working for The Turf Tailor. Why is it that no one else at the business has been in communication with me up to this point? Why is it that no one else at the business was able to schedule my job? There was no expectation that Mr. ****** “respond right away” as the business contends, but after taking my money, not scheduling my job, and having no communication from the business for more than a week, I was justifiably concerned and wanted to part ways with the business.
  
  ~~ “Once again this project is still within the time window promised but the customer is no longer responding.”
  
  The business has made it clear they have no intention of completing the job, so not sure why this statement was made about us still being within the time window promised. And as stated above, there is nothing to respond to as The Turf Tailor has not reached out in any way, other than to send me an updated estimate.
  
  ~~ “It wouldn't be fair to us as a small business to have to sit on the cost and all the material only this customer needed and never be able to use it.”
  
  As stated previously, I’m not sure why the materials were purchased for a job that hadn’t been scheduled, but the business has yet to answer that question. Further, the business is now saying that they would be at a financial loss as the products purchased would never be able to be used for other jobs. The products in question? Non-corrugated slotted pipe, #4 river rock, and calico stones. Standard landscaping products. None of these materials were selected by me for the job, these were the items The Turf Tailor said would be needed and I just accepted their knowledge. To now say they will lose money because they’ll “never be able to use it” should demonstrate that The Turf Tailor is not addressing this situation realistically.
  
  ~~ “The Turf Tailor HR team supports ***** decision to not want to move forward with this customers labor as its in the best interest for the safety/conflict of all Turf Tailor Team members to stay away from this customer.”
  
  Fortunately, we agree here and I also don’t want to move forward with The Turf Tailor either. However, at no point have I ever done or said anything to make this a safety issue.
  
  The Turf Tailor has provided no evidence to support the claims made above. Despite my efforts to communicate with the business, only after going through the BBB did I get any further communication as can be seen in the attached screen shots and estimate.
  
  My initial claim that at no point did the business inform me that the deposit was non-refundable has still not been addressed. The only response that the business has had to my argument that there was no communication from the company is that Mr. ****** had a newborn, and my non-emergency landscaping job was not more important than Mr. ******’s family, despite the fact that I have now learned that there are other people (a whole team in fact) working for the company. At no point has the company attempted to compromise, negotiate, or work with me to resolve the issue, simply stating that they are keeping my full deposit and will drop of materials at heavily inflated prices and with additional charges added.
  
  What should have been a simple request to return a deposit for a job not yet scheduled has now been blown entirely out of proportion by this business. While I would have initially accepted a partial refund and have made every effort to work with the company, it is clear that this company is not practicing in good faith and I am again requesting a full refund.
  
  Regards,
  
  **** ******

  Customer response

  08/26/2022

  Better Business Bureau:
  
  Unfortunately, The Turf Tailor is not being truthful again. I would like to take a moment to refute their latest response:
  
  ~~ “The Turf Tailor has reached out many times to this customer and have heard nothing back.”
  
  As can be seen in ******-M***** #7, before going to the BBB, I attempted to work things out directly with Mr. M*****, who stopped responding after I said “let’s move forward” and asked some questions about the products.
  
  Only after submitting a claim through the BBB was there any further communication, which was an email that contained nothing other than an updated estimate attempting to justify keeping my full deposit. There have been no phone calls, no text messages, no emails. The Turf Tailor has provided no evidence of any attempts to reach me, other than to state they have tried “many many times.”
  
  ~~ “It doesn't seem fair to us because we are trying everything we can do to help this customer and offered many solutions and options but they only choose to respond only through the BBB.”
  
  The only solution that has been offered by The Turf Tailor is “We will keep your full deposit and drop the materials off in your driveway.” In the two responses received through the BBB however, they have accused me of being too negative to work around, and now, being concerned about the safety of their employees. There have been no attempts to compromise or negotiate, there has been no meeting me halfway, and no admittance or any wrongdoing. One option has been provided: “We don’t want to work with you. We are keeping your full deposit and will drop the materials off in your driveway.”
  
  ~~ “It doesn't seem fair to choose the importance of a non-emergency landscape job, over the time off with the Birth of a child. ***** clearly explained to this customer multiple times he was busy with the Birth of his new child which would very quickly explain why he might not respond right away.”
  
  As evidenced by the fact that the HR Team is now responding, Mr. M***** is not the only person working for The Turf Tailor. Why is it that no one else at the business has been in communication with me up to this point? Why is it that no one else at the business was able to schedule my job? There was no expectation that Mr. M***** “respond right away” as the business contends, but after taking my money, not scheduling my job, and having no communication from the business for more than a week, I was justifiably concerned and wanted to part ways with the business.
  
  ~~ “Once again this project is still within the time window promised but the customer is no longer responding.”
  
  The business has made it clear they have no intention of completing the job, so not sure why this statement was made about us still being within the time window promised. And as stated above, there is nothing to respond to as The Turf Tailor has not reached out in any way, other than to send me an updated estimate.
  
  ~~ “It wouldn't be fair to us as a small business to have to sit on the cost and all the material only this customer needed and never be able to use it.”
  
  As stated previously, I’m not sure why the materials were purchased for a job that hadn’t been scheduled, but the business has yet to answer that question. Further, the business is now saying that they would be at a financial loss as the products purchased would never be able to be used for other jobs. The products in question? Non-corrugated slotted pipe, #4 river rock, and calico stones. Standard landscaping products. None of these materials were selected by me for the job, these were the items The Turf Tailor said would be needed and I just accepted their knowledge. To now say they will lose money because they’ll “never be able to use it” should demonstrate that The Turf Tailor is not addressing this situation realistically.
  
  ~~ “The Turf Tailor HR team supports ***** decision to not want to move forward with this customers labor as its in the best interest for the safety/conflict of all Turf Tailor Team members to stay away from this customer.”
  
  Fortunately, we agree here and I also don’t want to move forward with The Turf Tailor either. However, at no point have I ever done or said anything to make this a safety issue.
  
  The Turf Tailor has provided no evidence to support the claims made above. Despite my efforts to communicate with the business, only after going through the BBB did I get any further communication as can be seen in the attached screen shots and estimate.
  
  My initial claim that at no point did the business inform me that the deposit was non-refundable has still not been addressed. The only response that the business has had to my argument that there was no communication from the company is that Mr. M***** had a newborn, and my non-emergency landscaping job was not more important than Mr. M*****’s family, despite the fact that I have now learned that there are other people (a whole team in fact) working for the company. At no point has the company attempted to compromise, negotiate, or work with me to resolve the issue, simply stating that they are keeping my full deposit and will drop of materials at heavily inflated prices and with additional charges added.
  
  What should have been a simple request to return a deposit for a job not yet scheduled has now been blown entirely out of proportion by this business. While I would have initially accepted a partial refund and have made every effort to work with the company, it is clear that this company is not practicing in good faith and I am again requesting a full refund.
  
  Regards,
  
  **** ******

  Customer response

  09/16/2022

  Following my initial complaint, The Turf Tailor reached out to me and we came to an agreeable resolution. In the end, the owners of The Turf Tailor acted in a professional manner and I now consider the issue as resolved.

*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. ↩