Sustain Scape

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

I am not surprised by the owners' response as it falls in line with the way he has handled everything from the beginning. As a result of Sustain Scape keeping my $250 design fee for services that hardly lived up to this fee, the company lost a $10,000 job (originally 5K but ended up spending more). In addition, I have told many of my friends about this story, and will continue to tell others.  

The design that the owner said took 15 hours, was a diagram of my existing backyard, and the only original ideas the owner added ("designed") with was a small curved arch and a round circle addition to the patio; that was worthy of $250? I had also talked about wanting plants added along the side walls, yet they were none in the final diagram. I just find it hard to believe that this diagram took 15 hours to create. The other time spent at my house were for normal things landscapers do when quoting a free estimate. Conversely, I received a simple, but clear, CAD diagram of new design ideas for my entire backyard, along with revisions, for no charge from the landscape designer I finally chose for the job.

I have worked for a hospitality company for 25 years and know first-hand about customer service.  Our company always puts the customer first.  We listen and understand the customer's complaint and work to resolve the issue to the customer's satisfaction. I know we will agree to disagree and  I will not receive any amount of a refund from Sustain Scape; however, I wanted to at least register a complaint with the Revdex.com so that others are aware of this situation and hopefully this won't happen to them.Regards,

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

I am not surprised by the owners' response as it falls in line with the way he has handled everything from the beginning. As a result of Sustain Scape keeping my $250 design fee for services that hardly lived up to this fee, the company lost a $10,000 job (originally 5K but ended up spending more). In addition, I have told many of my friends about this story, and will continue to tell others.  

The design that the owner said took 15 hours, was a diagram of my existing backyard, and the only original ideas the owner added ("designed") with was a small curved arch and a round circle addition to the patio; that was worthy of $250? I had also talked about wanting plants added along the side walls, yet they were none in the final diagram. I just find it hard to believe that this diagram took 15 hours to create. The other time spent at my house were for normal things landscapers do when quoting a free estimate. Conversely, I received a simple, but clear, CAD diagram of new design ideas for my entire backyard, along with revisions, for no charge from the landscape designer I finally chose for the job.

I have worked for a hospitality company for 25 years and know first-hand about customer service.  Our company always puts the customer first.  We listen and understand the customer's complaint and work to resolve the issue to the customer's satisfaction. I know we will agree to disagree and  I will not receive any amount of a refund from Sustain Scape; however, I wanted to at least register a complaint with the Revdex.com so that others are aware of this situation and hopefully this won't happen to them.Regards,

[redacted]

Mrs. [redacted] contacted us a few months ago, which is usually a busy time of year for us due to the upcoming spring season.  Sometimes the owner [redacted] is not able to meet with everyone personally, so a qualified team member will meet with the clients, as was the case with Mrs. [redacted]. 

[redacted]...

from Sustain Scape consulted Mrs. [redacted] and gave her ideas and options for her yard.  Mrs. [redacted] also requested a cost to do the job, and [redacted] explained it is not possible to give an exact cost without a design.  Mrs. [redacted] retained Sustain Scape to do a design and the owner, [redacted], and [redacted] made a visit back to her house to measure the property and talk about more options and rough costs for the landscape installation. 

We produced a hand drawn and rendered plan to the scale of her back yard, which called out hardscape materials, layouts for patio areas, BBQ and seating elements and had plant selections and locations for her entire back yard.  The owner, [redacted], met with Mrs. [redacted] and presented the design, the cost for the project and also gave samples and catalogs for products for the design.  The client retained the design. 

After the meeting the client requested some revisions to the design and the revisions were made and [redacted] went back to deliver the design and go over questions that the client had. 

The client was on a tight schedule so Sustain Scape accommodated her with the design and products quickly.  Upon completion of the design we contacted Mrs. [redacted] to see when we would be installing the design and we heard no response.  Team members at your office tried to contact Mrs. [redacted] multiple times to try to get feedback on the next step and when we finally did get in contact with her she said that she had had another company do the work for her. 

We do offer free estimates with no obligations but we are a landscape design/install company that changes for design services and the way our fees work is stated on our website and also explained to our clients before we take the deposit for the design service.  Maybe Mrs. [redacted] got confused with the free estimates and the design services.  Sustain Scape spent approximately 15 hours working on and with Mrs. [redacted] for the design of her back yard.      

Let me know if you have any questions about the statement.  Thanks.          

Regards,

[redacted](C)

[redacted] (O)

[redacted] (f)

Review: I contacted this company as I needed a landscape "design" developed for my backyard patio area. They informed me that the charge for a "design" would be a non-refundable $250 for a landscape "design" with Sustain Scape. Should I choose to go with them, this amount would be applied to my final bill.

As their website stated, the "design" included Consultations (plural), auto CAD drawings, 3D renderings, etc.. What I received was far from this and more. The owner of the company cancelled the first appointment and then sent his assistant. I had to contact him again to come to the house to see the yard and create a design. He sent me a hand drawing of my back yard and the only thing he added to my existing yard/patio was a simple half circle design and a few plants. When I contacted him to review/tweak the design, he said he was busy and he would come by 4 days later. Instead, five minutes before he was to arrive, his assistant called and said he was busy picking up his son at childcare and couldn't make it. No direct call from him, nor an apology or offer to reschedule. That was the last I heard from him. He had his assistant follow up, and she was lovely; however, it was neither her whom I hired, nor did she have the expertise.

I was completely taken advantage of for $250 of design service I never received. Since then, I hired another company who did an amazing design for NOTHING and I went with them to spend $10,000 for my project.

Since then, I noticed that the Sustain Scape website says "Free Consultation". I never received that; I paid $250 for one hour of his time and a simplistic drawing showing little design options.

I am requesting a refund of my $250.00

Thank you.Desired Settlement: I am requesting a refund of the $250.00 "Design" fee as I never received any true design consultation or plan, and customer service from the owner was horrific.

Business

Response:

Mrs. [redacted] contacted us a few months ago, which is usually a busy time of year for us due to the upcoming spring season. Sometimes the owner [redacted] is not able to meet with everyone personally, so a qualified team member will meet with the clients, as was the case with Mrs. [redacted].

[redacted] from Sustain Scape consulted Mrs. [redacted] and gave her ideas and options for her yard. Mrs. [redacted] also requested a cost to do the job, and [redacted] explained it is not possible to give an exact cost without a design. Mrs. [redacted] retained Sustain Scape to do a design and the owner, [redacted], and [redacted] made a visit back to her house to measure the property and talk about more options and rough costs for the landscape installation.

We produced a hand drawn and rendered plan to the scale of her back yard, which called out hardscape materials, layouts for patio areas, BBQ and seating elements and had plant selections and locations for her entire back yard. The owner, [redacted], met with Mrs. [redacted] and presented the design, the cost for the project and also gave samples and catalogs for products for the design. The client retained the design.

After the meeting the client requested some revisions to the design and the revisions were made and [redacted] went back to deliver the design and go over questions that the client had.

The client was on a tight schedule so Sustain Scape accommodated her with the design and products quickly. Upon completion of the design we contacted Mrs. [redacted] to see when we would be installing the design and we heard no response. Team members at your office tried to contact Mrs. [redacted] multiple times to try to get feedback on the next step and when we finally did get in contact with her she said that she had had another company do the work for her.

We do offer free estimates with no obligations but we are a landscape design/install company that changes for design services and the way our fees work is stated on our website and also explained to our clients before we take the deposit for the design service. Maybe Mrs. [redacted] got confused with the free estimates and the design services. Sustain Scape spent approximately 15 hours working on and with Mrs. [redacted] for the design of her back yard.

Let me know if you have any questions about the statement. Thanks.

Regards,

[redacted](C)

[redacted] (O)

[redacted] (f)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not surprised by the owners' response as it falls in line with the way he has handled everything from the beginning. As a result of Sustain Scape keeping my $250 design fee for services that hardly lived up to this fee, the company lost a $10,000 job (originally 5K but ended up spending more). In addition, I have told many of my friends about this story, and will continue to tell others.

The design that the owner said took 15 hours, was a diagram of my existing backyard, and the only original ideas the owner added ("designed") with was a small curved arch and a round circle addition to the patio; that was worthy of $250? I had also talked about wanting plants added along the side walls, yet they were none in the final diagram. I just find it hard to believe that this diagram took 15 hours to create. The other time spent at my house were for normal things landscapers do when quoting a free estimate. Conversely, I received a simple, but clear, CAD diagram of new design ideas for my entire backyard, along with revisions, for no charge from the landscape designer I finally chose for the job.

I have worked for a hospitality company for 25 years and know first-hand about customer service. Our company always puts the customer first. We listen and understand the customer's complaint and work to resolve the issue to the customer's satisfaction. I know we will agree to disagree and I will not receive any amount of a refund from Sustain Scape; however, I wanted to at least register a complaint with the Revdex.com so that others are aware of this situation and hopefully this won't happen to them.

Regards,