Signature Landscapes

Services not performed as requestedI recently purchased a house In [redacted]. The sprinkler system had `15 stations and I needed help in trying to figure out where everything was. The previous owners used Signature Landscapes of Reno - so I called them up. I told them that I needed to be present as I wanted to understand my system. We schedule for a Monday. I was in ** on business and could not make that Monday meeting. I called Signature a week before that Monday meeting to reschedule our meeting for Tuesday (the next day). On Friday I called to verify that they were coming out on Tuesday. On Saturday someone called me to tell me that they were coming out on Tuesday. On Monday the Signature guy came out and turned on my Sprinklers. I called on Tuesday and left a message for the foreman. No return call. I called again on Wednesday - no return call. I then proceeded to spend 4 hours on my sprinkler system jto understand it.I subsequently received an invoice for $89. I wrote a note and returned the invoice. The note basically said since they had not rendered the service as requested I was not going to pay. I then called the manager and left a message - no return call.After 4 more invoices, notes, and left messages They are billing me for services that were not performed.Desired Settlementwrite off the invoice and lets just move on.Business Response We take any complaints seriously and view them as an opportunity to improve our customer service. We reached out to this client to work with him on a resolution. Though sprinkler system education is not typically provided with a turn-on service, a new tech did agree to perform a system walk-through; however, one was not provided. As a result, we are waiving the service fee. We are pleased that this customer is giving us the opportunity to continue to service his property. We have scheduled a winterization and will be performing a sprinkler system walk-through with him at that time. We look forward to keeping his landscape beautiful for years to come! Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)This is really the only thing I wanted. Thanks for your help

My landscaping work was only partially completed, Signature's Representative indicated a billing adjustment. However, our bill does not reflect this.My wife contacted Signature in March, 2015 about an estimate for landscaping work. She received an estimate, on 03/20/2015 from [redacted] (Certified Arborist, Signature Landscaping Representative). This estimate was in the amount of $803.00 with an optional $200 for additional landscaping work (trim/shape shrubs and bushes). The $803 was broken out 4 line items in the amount of $65, $160, $249, and $329 with descriptions of the work for each line item. There was also an optional charge for removal of several neighbor's trees on our property line which either needed to be trimmed or removed, pending discussion with the property owner.My wife authorized this work in May, 2015. My wife received communication from [redacted], on May 19, 2015, that he was busy but planned to initiate the job on May 22, 2015. Due to the need to discuss further with our neighbor, this was delayed until the following week. [redacted] agreed to start the work on 05/26/2015 (Tuesday) with an estimated completion of Thursday or Friday of that week. He also indicated in his e-mail that "Typically we send you an invoice (bill) after everything is finished and everyone agrees on its perfection". On May 25, 2015, [redacted] sent an e-mail indicating that their crew was delayed to perform some emergency work for storm damage, but planned to begin work on Wednesday (05/27/2015).The crew came one morning that week to perform tree trimming. However, the work was not completed. My wife contacted [redacted] via phone and an e-mail: "However, they left after only a couple hours with no word; they showed me what they had trimmed as I was heading out and were gone when I got back. None of the shrubs were trimmed and some things that were to be removed were not. None of the clean up we had discussed occurred. I'm wondering if that's a different crew that comes to do those things? Please let me know when I can expect these things to be completed." [redacted] responded with the following e-mail: "I'm terribly sorry for the mix up, and lack of communication on my behalf. I've been out of the office and relying on my crew's information (I did manage to walk the property with them, and must have just missed you on Wed.). To answer your question; Yes, a landscaping crew handles all the small shrub shaping and pruning. I thought you were on their schedule for the same day, but it seems the dates were mixed up. I have just been assured you are on the schedule for Mon (6/1). I will meet them out there to walk them through the work, and ensure everyone understands exactly what's going on. If, for any reason, the schedule gets changed around again, I will see to all the work myself to make sure it's completed Monday. My crew assured me they walked the property with you when they were done with the trees to make sure you were happy with the work, but it's sounding like this might not be the case. I will see to it that your bill is reduced to reflect the time actually spent at your property, and will personally guarantee that all work is completed (beautifully) on Monday."On Monday (06/01), [redacted] indicated that he would be to our property between 11:45 to 12-noon. My wife indicated that she had to pick up my preschooler at noon, but would be back by 12:15. Nobody from Signature was at the house when she returned, nor was there that afternoon to perform any additional work.My wife attempted to contact [redacted] via e-mail on 06/02/2015, and received no response. She then contacted the office, and was put in contact with [redacted], to discuss the issues with my job. When no landscapers arrived on 06/03, my wife was informed that [redacted] was no longer with the company. On 06/09, [redacted] was dispatched to review the remaining work to be done. We then received an estimate for additional funds to complete the work in the amount of $436.50. My wife asked why, since she already had a quote, and was given the run-around.We have now received a past-due invoice for $803 plus an additional fee of $11+.Desired SettlementI am seeking for appropriate billing for the verifiable time spent performing work on-property (approximately 2 hours on-site with a crew of 2). This is what Signature Landscape's representative ([redacted]) indicated would be done in e-mail form on May 29, 2015. Any additional amounts being billed is counter to what was represented by Signature for work completed.Of the original $803 sub-total for tree work, none has been completed satisfactorily. Furthermore, as indicated by Signature Landscapes Representative, [redacted], contracted to perform the work: "I will see to it that your bill is reduced to reflect the time actually spent at your property."Further, as for the additional fees included on the received bill, presumably because of a previous billing (which we never received). Signature's proposal indicates that payment is due upon completion. The new estimate provided by [redacted] indicated several items already included on this estimate, which would indicate acknowledgement of the lack of completion of the work. This should be voided.Business Response We have spoken with the [redacted]' and realized where the misunderstanding was created. In lieu of doing any more work, we have agreed with them as to the value of the work that was done and they will submit that amount and be satisfied with the response. Thanks for the opportunity to get it cleared up.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Signature was quick to respond to this complaint, and agreeable to options presented to resolve the complaint favorably for both parties.We have agreed upon a fair amount acceptable for both parties for the work that was completed, and have paid the balance of that amount to Signature.

Received second bill for services paid in full before they were rendered.I used the online system of Signature Landscaping's website to purchase an aeration and yard cleanup on April 1, 2015. I purchased the services using [redacted] for $212 ([redacted] Invoice ID: [redacted], Transaction ID: [redacted]).The email confirmation said that I would receive a call to schedule the services. After 10 days, I called and requested a service schedule. The lady took my information but never returned my call. I called again two days later and was transferred to someone who said they would schedule the service. The services were completed within 2 weeks.In May, I received a bill for $212.50. I called multiple times and though the lady that answered the phone took my information, I never received calls back. After the third (or later?) call, I was told the person handling online payments was out for the week, and it would be taken care of the following week.On June 6, I received a bill for $212. Signature Landscaping did correct the bill amount to $212, since that's what I paid online, but they still sent me a bill. I left a message on June 6 and called and talked to someone on June 9. I have not received any call back regarding the issue, and I am tired of fighting with them to correct the billing issue.Desired SettlementI prepaid for the services, and I have provided the [redacted] information every time I have called. I want the bill marked paid and removed from my account.I want a Paid In Full receipt sent to me to confirm the account has a zero balance.Business Response [redacted] did prepay online for services and she did receive a statement in error showing a balance owed.When a customer uses the [redacted] service the money has to be transferred from our [redacted] account to the customers account. There was a error in our system and the money was not transferred. We have since fixed the problem and corrected [redacted]'s account. We do apologize that she had to contact our office on more than one occasion to get the situation corrected and have addressed that concern.We did receive her online order on 4/1/15 for an aeration and a yard care service. The aeration was scheduled and completed on 4/9/15 and the yard care service complete on 4/13/15.I did speak to [redacted] to apologize for the billing issue and to let her know that I would email her a statement that reflected a zero dollar balance on her account. Again, we do apologize for our errors and hope that we were able to address and resolve [redacted]'s concerns. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I received a corrected, zero-balance invoice as requested.Final Business Response [redacted]Document Attached[redacted]