Complaints

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired TROOPS mowing llc. at the beginning of the summer for mowing and edging. After the first mowe, I came home to a large section of my dry poured concrete was destroyed and tire skid marks on the pavers. The manager admitted that their riding mower got stuck in the process resulting in said damage. The manager came out to attempt a fix but wouldn't fix the dry poured section due to what he said was "poor quality". After the complaint, the company raised the price of the lawn services on two separate occasions that I feel were "retaliatory" but they say it was a business decision. I did not except their last attempt to raise the price and canceled my services.

  Business response

  09/03/2024

  On May 27th, we received an email from Vincent regarding tire marks on his paver walkway (see attached photo). The photo shows tire marks on the paver, and a retaining wall block (top left of the photo) that had sunk due to our stand-on mower accessing his backyard. We promptly informed the customer that we would address this issue at no cost, and the repair was completed within one week of the complaint. Additionally, we added a note to Vincent's account to ensure that his backyard would only be mowed using push mowers moving forward, which we have adhered to since the initial complaint.

  
  On July 15th, we implemented a necessary price increase to address inflationary pressures on our business. As Vincent's account was at the minimum pricing level, this adjustment applied to his service.

  
  Since May 27th, we have exclusively used push mowers in Vincent's backyard. Our original estimate was based on the production rate for a stand-on mower, and the additional time required to push mow his backyard resulted in a loss on each visit, even with the price increase on July 15th. Given that lawn mowing operates on very slim margins, we had to further adjust the price on August 29th to reflect the added time and effort required for his property. This price increase was in no way related to his prior complaints.

  
  As shown in the attached photos, the concrete beneath the paver walkway appears to be of poor quality, which likely contributed to the issue. The contractor who installed the paver walkways may not have properly treated the concrete. This is a widespread issue, particularly in industries like pool construction, where poor-quality concrete has led to significant problems. If the issue with the concrete was due to our equipment, we would expect to see damage to the pavers themselves, which are also made of concrete. However, no such damage is evident.

  Customer response

  09/03/2024

  Complaint: 22226909
  
  I am rejecting this response because:

  The damage to my property, regardless of who installed it and how it was installed must be made whole again. Your company is clearly at fault and should act in good faith to fix or pay to have it fixed. If one of these requirements are not met I will move forward in the next steps recommended within the Better Business Bureaus legal authority. 
  
  Regards,
  
  Vincent Santana

*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. ↩