ComplaintsforDolan Landscaping, LLC

• Initial Complaint

  05/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dolan Landscaping was supposed to deliver eight 7 to 7-1/2 Arborvitae ***** *****s. We were referred to them by ***** **** Nursery who said all would be taken care of which led us to believe that ***** **** had communicated with Dolan Landscaping as to the specifications as other garden centers do when a referral is involved. When the landscapers showed up, they had 6' trees when I requested 7' to 7-1/2' (this is in writing and the original quote was based upon this information). The landscapers took the trees to the backyard assuming they were ***** ***** Arborvitaes we originally ordered. After they started planting the trees, I went to talk to them and asked if these would grow like our neighbors *****s? This is when they pointed out that they were planting Arborvitae Emeralds. I stated we wanted *****s not Emeralds. They then tried to convince me these were better and would provide the same amount of privacy. I trusted them and let them continue the work. I was reluctant about them planting 6' trees as opposed to the 7' to 7-1/2' I ordered. After paying $2110.00, we began researching the Emeralds and found that they were nowhere near the height or width the *****s would be, and growth rate much slower. I contacted the nursery manager and he washed his hands of the whole matter and put it on Dolan Landscaping. Contacted Dolan trying to work something out feeling very ripped off, but they would not even consider it. Dolan never asked me which type of Arborvitae trees I wanted and even stated that he assumed he knew what we wanted. It was assumed that the garden center and Dolan had communicated. We tried talking with Dolan Landscaping and they insisted because we had paid in full, it was a done deal. They would not even try to talk or negotiate the issue. Bottom line, we did not get the 7' to 7-1/2' trees (I have this in writing) we were promised and we did not get the appropriate trees that we wanted. Dolan planted 6' trees and the wrong species.

  Business response

  05/08/2023

  I received a call from ************************* this past February about planting arborvitae trees in order to block out an unwanted sight of a multi story apartment building in their backyard. This job was from a referral of a local nursery we have a good relationship with called ***** **** Nursery (PHN). We are not affiliated with PHN in any way other than referrals they give their customers to call **. It is noteworthy to mention ***** had issues with having PHN and other contractors planting these trees in the past due to the underground utilities that were known to be in the general desired planting area. Job details are not communicated between PHN and Dolan Landscaping. Communicating with ***** only, we discussed planting 8 Arborvitae over text messages. Nowhere in our short text conversation does ***** ***** Arborvitae" exist. We plant Arborvitae trees all the time and usually only plant Emerald ******* They were given the opportunity to pick out and buy the trees themselves but declined and had ** pick out the trees ourselves and purchase them instead. We never guaranteed they would be 7-7.5 feet tall. Simply replying to her text as "we will try to get the tallest ones we can within the selection". PHN sizes trees in 1 foot height increments. We chose the tallest 6-7 foot trees available which were $50 cheaper than she was informed from PHN. I told ***** this price difference before planting any trees on her property. Upon seeing the utilities marked on their desired planting location we chose the safest area, plant spacing,  and best location for them to be planted with ****** approval. Also explaining the different options for spacing due to the fact they grow 4 feet wide. After planting the 8 trees it was discovered they had wanted ***** ***** Arborvitae. This was the first I knew about this as ***** Never mentioned this in our text messages. It was then stated by ***** that she assumed PHN gave me all the details about the exact trees that she wanted. This information never was given to me by PHN nor *****. The only things ***** mentioned was the quantity of trees needed and her desired heights.  To help rectify the confusion, we explained it is better we had planted the ************************ due to the utilities marked on the ground. We stated the ***** *****s wouldnt have been able to have been planted in the desired area due to the very large future size of the trees and existing buried cables. We explained the planted ************************ would be about 4 feet wide and can grow upwards of 15+ feet tall which would match their neighbors existing arborvitae height they wanted to copy. On top of all this we also explained that we would not have planted ***** ***** Arborvitae due to the existing Maple tree in their backyard which blocks the growing path of the ***** ***** Arborvitae. ***** was upset but her husband had appeared to be understanding of the situation. Furthermore, they were interested in having future work completed in their backyard for ***** ***** Arborvitaes to continue to add privacy in an area safe to plant them from utilities and other factors to finish their want of privacy in their backyard. They paid ** and asked for the quote on the extra work discussed.  Then after leaving the jobsite we were notified about them being unsatisfied and no longer being understanding of the circumstances.  
  
  It is also worth mentioning that the ********* attempted to call PHN first to resolve the issue but when it was declined decided to now attempt to go after Dolan Landscaping.  Attached is an image of an email stating to ***** from PHN that they do not communicate with 3rd party contractors about jobs. As well as screenshots of our text conversation about their chance to pick out the trees themselves but then declining to do so. As well as what the trees were stated to be.
  
  

  Customer response

  05/10/2023

   
  Complaint: 19994399
  
  I am rejecting this response because: Regardless of what they say, I was promised 7 to 7-1/2 foot trees and only received 6 foot trees which is clearly stated in the text message screenshots I provided. I had no idea what they were planting at first and went into the house. When I came out to check in with them, I realized they were much shorter and the wrong species of tree. The gardeners went on to convince me that these were just as good, but then after researching, I realized this was an untruth. We plan on pursuing further action with ***** **** once we have closure with Dolan Landscaping. Cannot believe anyone would treat a customer as they have. Shouldn't a business work to make the customer happy? Apparently, not this one.

  And every other garden center I've worked with, always stayed connected to the order/referral regardless if they were affiliated or not. ***** **** -- namely ***** -- blew it big time in making ** think that he was taking care of the details with Dolan Landscaping. Just ridiculous.

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

  Business response

  05/11/2023

  We have addressed all of *****'s concerns in the initial complaint. We stand by what we said we would do and what we installed. 

  Customer response

  05/15/2023

   
  Complaint: 19994399
  
  I am rejecting this response because: the wrong trees were delivered and planted, and yes, because of miscommunication and assumptions, this happened. In business, you never assume to know what the customer wants, and yet ********************** does this unapologetically. The fact that it was the wrong species of tree can be debated all day long, however, we specifically asked for 7 to 7-1/2 footers and received 6 footers. There's no getting around that obvious request which was not fulfilled as was noted in the text message pics. We do not expect a full refund, a partial will suffice for planting the wrong size trees. We have to live with your mistake sitting in our backyard for years to come. No, not our mistake. We do not work in your field and know the ins and outs of gardening and landscaping and how it all works, however, anyone else we've ever worked with usually made sure everything was exactly what we desired and even provided a receipt stating so. This entire matter seemed a bit like a bait and switch.

  We were accused of ordering the wrong trees, when in fact, they were delivered based upon the landscaper's assumptions. Never once was I asked for specifics. And the reason we chose to communicate with Dolan on this matter is because ***** from ***** **** told us to. He was washing his hands of the incident. It's obvious you do not want to make this right. It's quite unbelievable that anyone can run and maintain a business treating customers this way. I've shared this incident with friends, family, FB connections, etc., and the masses agree with ** in this matter. If they were treated as such, they would demand a 100% refund.

  It's absolutely ludicrous that you're treating us this way and even if there is no resolve here, just remember karma, what goes around comes around.
  
  Sincerely,
  
  *************************

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