ComplaintsforBrightView Landscapes LLC

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in the ************** neighborhood in Lanham md and your company is the folks who are contracted to do the landscape. I sent pics of my front window to the management team at your local branch in Bowie MD that after the grass was cut in my front yard a rock hit my windshield and broke the glass on my **** truck. The pic was taken as soon as I noticed it driving off from my house at the gas station across the street. My cameras also confirm my suspicions in regards to your employees damaging my windshield. I offered to send the video and I have had a lack of customer service in response to my complaint. Earlier today I spoke to a manager that was on sight and he was very rude in regards to trying to resolve the issue. I will also report you to my HOA as well as file this BBB complaint and leave you a horrible reviews on ****** until this is resolved !

  

  Business response

  07/31/2023

  ********************,

  Thank you for bringing this to our attention, we want to let you know that at BrightView Landscapes we take each customers account very seriously and do our best to perform an amazing service. Please allow us to further review of your situation, I have submitted these details to the management team in charge of this property and I have escalated the matter to include the **** to allow for the appropriate visibility on the matter as well. I have requested that they contact you to discuss a resolution for this as well. If you need anything else, please do not hesitate to reach out to our Customer Experience Center at ************.

  Thank you.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Landscaper was under contract with HOA and tasked with trimming shrubs and hedges. Landscaper cut the flowers off my petunias leaving only stems and box pruned flowers intended to grow in a circular fashion without consent.

  

  Business response

  07/19/2023

  ******************,

  We want to let you know that at BrightView Landscapes we take each customers account very seriously and do our best to perform an amazing service. Please allow us to further review of your situation. An email has been escalated to the management team with the information you provided as well as the pictures you included. We are so sorry to see that you have had a negative experience and will do our best to come to a resolution that aligns with your needs. 

  If you need any further assistance, please do not hesitate to reach out to our customer experience center at ************.

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Although promised, no resolution has been received.  I would like to be reimbursed for the damage done to my plants.
  I paid $13/plant at ********** and request a reimbursement of $156 for the 12 plants. Since they can't tell the difference between flowers and shrubs I have decided I do not want them to replace them as my confidence in their ability is lacking.
  
  Regards,
  
  ***************************
  

  

  Business response

  08/25/2023

  ******************, 

  Thank you for making us aware that you are still awaiting a response for your desired settlement. I appreciate your dedication to allowing us the opportunity to make things better and I have emailed your response to the *** requesting a call back to you immediately. If you need anything at all please do not hesitate to reach out to our Customer Experience Center at ************.

  Customer response

  08/31/2023

  As of today I have still received no word from the company despite their claims I would be contacted. 

  

  Business response

  09/15/2023

  Please see the message from the local management team:

  Property manager advised not to contact resident. Shrubs have grown back in like she was told they would. Nothing to reimburse. Let me know if you need anything else.

  Please see the pic attached showing that shrubs have grown back.

  

  Business response

  09/15/2023

  Thank you for bringing this to our attention. We have sent information to BBB regarding this case. 

  Customer response

  09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was unable to enjoy the flowers for the summer months and should be compensated for the damage done. No permission was given to trim. I am requesting fair reimbursement and will settle for nothing less. 
  
  Regards,
  
  ***************************
  

  Customer response

  09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was unable to enjoy the flowers for the summer months and should be compensated for the damage done. No permission was given to trim. I am requesting fair reimbursement and will settle for nothing less. 
  
  Regards,
  
  ***************************
  

  Customer response

  09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was unable to enjoy the flowers for the summer months and should be compensated for the damage done. No permission was given to trim. I am requesting fair reimbursement and will settle for nothing less. 
  
  Regards,
  
  ***************************
  

  Customer response

  09/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I was unable to enjoy the flowers for the summer months and should be compensated for the damage done. No permission was given to trim. I am requesting fair reimbursement and will settle for nothing less. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to inform you that multiple property owners on ************************, ****************, ******************, ************************, Briarwood Drive, and surrounding streets in San Jose, CA are upset over the manner in which BrightView Landscapes, LLC (dba Commercial Tree Care, License No. ******* have recently pruned park strip trees. Instead of using a minimalist approach, non-mature trees, some of which are saplings (less than 14ft in height) were carelessly cut leaving multiple trees structurally mis-shaped, revealing large empty gaps with no vegetation. Visibly, the trees are now an obvious eyesore. Without knowledge or consent, property owners were not provided adequate notice of the impending tree work. Property owners attempted to speak with the onsite tree specialists about the damage, however they did not want to listen, as they continually stated "the city is requiring them to cut back the trees for the project". As a result of the negligent tree work, independent arborists are being contacted to perform an evaluation of the disfigured trees which are now susceptible to disease and stress.

  

  Business response

  07/11/2023

  **************, thank you for bringing his situation to our attention. The details you provided have been forwarded to the management team and I have also escalated the situation toinclude the **** as well. I have requested immediate contact for you per your request. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a section where there are units and BrightView Landscaping was hired to do their job. First of all, let me state that there is a major communication gap. and that they are careless and negligent, and you need interpreters to get anything accomplished. Recently, as always they did some property damage. The first thing is that they are notorious for cutting out and eradicating the neighbor's flowers. Just the other day while my neighbor has been away she is going to come home to a patch of earth, where once her tulips stood. Other neighbors have confided in me about the reckless way they handle their jobs. I had to replace my solar lights due to them, and now, just the other day they clobbered my new solar lights which look like puppy paws. I ran out of my unit and saw the destruction. I wasn't too happy and addressed my concerns. I stopped one of the workers while they had a leaf blower in their hands and headphones. I stressed what damage was done, but it was an exercise in futility, and more like an ESL lesson I told the worker that I want to speak to their supervisor, I think it was *****. He had a mohawk haircut. I told him of the damage, and yet he questioned me if it wasn't like that already. I told him that it was fine for months until they came along and chopped it with their weed whacker! I went back to my unit and retrieved the box and directions that it came in. I showed him that it took two plastic pieces to have the panel stay in place. I also told them that I wanted a full reimbursement, not that they had the box and directions it came with. He said he was going to contact his boss about the matter. I told him that I found the solar lights at "***** ***** Job Lots". There is no excuse for this nonsense. It s a wonder that they're still in business is beyond me! I even have the evidence of a chopped-up piece of black plastic when I was scouring the grounds that they overlooked in a plastic bottle in my unit to boot.

  

  Business response

  05/25/2023

  Thank you for notifying us of this situation, please know that an email has been sent directly the the Branch Manager and has been escalated to include the VPGM. I have requested a call back to you directly so you can discuss your desired settlement.

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was under contract with BrightView for landscaping services for two years. I was not pleased with their work and provided the required 90-day notice to terminate my contract. BrightView failed to service my property during the last two weeks of my contract. They say they were here, but I am sure they were not. The property did not get serviced the weeks of September 19th or 26th, 2022. I have an email to the account manager on September 23rd concerning the lack of service. Weeks later I received an invoice for $2,354 for irrigation repairs. I have communicated with BrightView and said that I would pay the invoice when they credited my account for the two weeks I did not received service. I have emailed the local account people, I have written to the corporate office, and have yet to hear back from anyone. However, today I received another invoice for the irrigation repairs. Nothing about my two weeks credit for lack of service.

  

  Business response

  03/06/2023

  The following infomration has been sent to the branch manager and escalated to include the ****, a request for a call to customer made by end of day today has also been requested:
  
  Case Description *********************************, a resident of The **. ***** has filed the following complaint on the Better Business Bureau:
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Customer Services Issues
  
  Customer's Statement of the Problem:
  
  I was under contract with BrightView for landscaping services for two years. I was not pleased with their work and provided the required 90-day notice to terminate my contract. BrightView failed to service my property during the last two weeks of my contract. They say they were here, but I am sure they were not. The property did not get serviced the weeks of September 19th or 26th, 2022. I have an email to the account manager on September 23rd concerning the lack of service. Weeks later I received an invoice for $2,354 for irrigation repairs. I have communicated with BrightView and said that I would pay the invoice when they credited my account for the two weeks I did not received service. I have emailed the local account people, I have written to the corporate office, and have yet to hear back from anyone. However, today I received another invoice for the irrigation repairs. Nothing about my two weeks credit for lack of service.
  
  Desired Settlement:
  Billing Adjustment
  
  Please follow up with the customer accordingly by end of day.

  Customer response

  03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************************
  
  All the note says is they have escalated my complaint and someone would call me.  This has not happened.  There is nothing to accept/reject because they haven't done anything.   

  Also, I am the General Manager of the condominium, not a resident. 
  

  

  Business response

  03/27/2023

  Thank you for advising us you have not heard a response, this has been escalated and a request to contact you to discuss your desired settlement as well as any other resolutions we can offer has been made. 

  Customer response

  04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  I was contacted by the company this week, and have provided me the credit and a final bill.  That bill was processed this week for final payment. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in a gated community and the local representative **** said he will not give me an estimate.I would like someone from HR to call me.Brightview needs to hire professional account reps that know how to provide an estimate.

  

  Business response

  02/24/2023

  The attached message has been sent to ****'s bosses, the branch manager and VPGM requesting immediate contact by end of day today to the customer. 

  Customer response

  03/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  No one ever contacted me. The problem is the local managers, you actually think the local managers contacted me.

  That did not happen, they need to clean house of the managers.
  
  Regards,
  
  ***********************
  

  

  Business response

  03/21/2023

  Thank you for bringing this to our attention, we will advise the cooperate managers of your concerns. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We live in a condo with a HOA fee of $397 mo. for lawn care, etc. We paid for an inspection in August &was told that our air conditioner had been damaged by lawn care equipment. Brightview Landscape came out & took pictures & the rep said they definitely damaged it with their equipment and they should take care of it. We kept trying to get in touch with them and they would either give us other numbers to call or say that they were looking into it. They also put a hole in our siding and dented our downspout but the HOA could take care of that. This has been ongoing since August and need to have them take care of this before summer.

  

  Business response

  02/16/2023

  The following email has been sent to BVLS Columbus East requesting immediate response to the customer:

  *****************************, a resident from ******* at McNaughten CA has left the following complaint on BBB:

  Complaint Involves:
  Repair Issues
  
  Customer's Statement of the Problem:
  
  We live in a condo with a HOA fee of $397 mo. for lawn care, etc. We paid for an inspection in August &was told that our air conditioner had been damaged by lawn care equipment. Brightview Landscape came out & took pictures & the rep said they definitely damaged it with their equipment and they should take care of it. We kept trying to get in touch with them and they would either give us other numbers to call or say that they were looking into it. They also put a hole in our siding and dented our downspout but the HOA could take care of that. This has been ongoing since August and need to have them take care of this before summer.
  
  Desired Settlement:
  Contact by the business
  
  Please follow-up with the customer and/or the crew to address the situation immediately.

  

  Business response

  03/27/2023

  A request for the manager and VPGM has been made to reach out to the customer in order to provide a resolution. 

  Customer response

  04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******
  The only response that I finally received stated that a manager from Brightview would call me. I’m still waiting on a call, as I did all of the other times they promised to call me back. A response of receiving a phone call is not a settlement. I’ve been waiting over 7 months for a call.
  

  

  Business response

  04/13/2023

  *** *******, we are so sorry to hear that you are still waiting for a response. I have escalated the matter to include the SVP and have requested that they gove you a call back by end of day today so that you may express your concerns and we can work on a resolution.

  

  Business response

  04/13/2023

  *** *******, we are so sorry to hear that you are still waiting for a response. I have escalated the matter to include the SVP and have requested that they gove you a call back by end of day today so that you may express your concerns and we can work on a resolution.

  

  Business response

  04/13/2023

  *** *******, we are so sorry to hear that you are still waiting for a response. I have escalated the matter to include the SVP and have requested that they gove you a call back by end of day today so that you may express your concerns and we can work on a resolution.

  

  Business response

  04/13/2023

  *** *******, we are so sorry to hear that you are still waiting for a response. I have escalated the matter to include the SVP and have requested that they gove you a call back by end of day today so that you may express your concerns and we can work on a resolution.

  Customer response

  04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have still not received a call from Brightview.
  Regards,
  
  ******* *******  
  

  Customer response

  04/24/2023

  I’m sending another email to let you know that I have witnessed Brightview Landscaping run their mower into my air conditioner again. The worker got off of the mower and moved the AC back in the center of the pad and left. We tried to turn on the air when he left and it doesn’t work.
  They have not returned any calls, etc.
  I just found out today that they did the same thing to my neighbor last year.

  

  Business response

  04/24/2023

  Received call from ******* ***** stating that she has spoken with the *******s this morning and they are still claiming no contact has been made from BV. 
  
  I called **** and left a message and called account manager ***** ******** who advised he has a meeting schedule with the HOA board and property managers tomorrow to discuss concerns and resolutions and will address the situation at that time and follow up with an email of those resolutions, he did also state that he left a vm for the *******s at phone number ###-###-#### advising of the same thing. 
  
  Will follow up with the account manager by end of day tomorrow if we do not have a response before then.

  Customer response

  05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* ******* 
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2022 I had new sod installed. I notified the company not to mow my lawn for a few weeks. On 4/29/2022 I told the crew mowing not to mow my lawn. When I returned home I found that my lawn had been completely scalped. I sent an email to the Todd W********** of Brightview and he came to my home and said that he would talk to the crew and that he would mow no lower than 5". As of August they continued to scalp the lawn after repeated emails about it and it has come to a point of never coming back. Todd then told me they would replace it and I said that I wanted the same quality sod. When I told him that it was muck based he said he would not replace it as it was never going to last anyway. This is not true. I have had this sod in my other home approximately 3 miles from here and have never had any issue. I am seeking $3000 in damages to replace the damaged area in the back and side of home.

  

  Business response

  10/17/2022

  Firstly, we want to thank you for taking the time to make us aware of your concerns and we can assure you that we want to help you make things right. We are sorry to see this feedback. Pease know that BrightView does our best to provide the finest service possible. Can you please email communications@brightview.com to give us a little more information about your feedback, including your location and HOA name, and we will do our best to follow-up. Thank you.

  Customer response

  11/07/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I have not been contacted on this matter and I have not received any phone call or email to resolve.
  
  Regards,
  
  *******************************
  

  

  Business response

  12/07/2022

  This email has been escalated to the appropriate leadership team for the local branch that services your property. 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** **** is a 26 acre community in ********** with a lush landscape plan. The *** **** Property Association entered into a contractual agreement with BrightView Landscape Services, *********** Division, on April 1, 2022, at a monthly cost of $10,743.55. In the 5 month period that they were to maintain our property BrightView willfully violated the terms of our contract relying on a contractual clause maintaining labor shortages. In that 5 month period BrightView all but destroyed our property. They never satisfied any of the contractual requirement other than the cutting service and a partial bush trim twice in the 5 month period. They were contracted to trim the sea grapes quarterly. They entirely missed the first quarter of the contract and in the 2nd month of the 2nd quarter they contracted ******* Tree Trimming to cut them, but pulled them off the job 1/3 into the trim. Their constant excuse was personnel problems, people resigning, ex-employees stealing trim crews, every excuse other that performing the work that they were contracted to do yet demanded payment in full each month. There was no pest control, turf management or other services that they were contractually obligated to perform. Their irrigation services were constantly trying to bill us for things that didn't need to be repaired. They never answer the phone, never return voice mail, the only time we had contact with them is if they answered the phone which was rare. BrightView willfully defrauded this community out of thousands of manhours yet collected monies as if those services were provided. Our contract with BrightView was terminated as of Aug, 31, 2022.

  

  Business response

  09/21/2022

  Hello, We want to let you know that at BrightView Landscapes we take each customers account very seriously and do our best to perform an amazing service.  Please allow us to further review of your situation. Can you please email communications@brightview.com to give us a little more information about this occurrence, , including you name and contact information and we will do our best to follow-up

  Customer response

  10/06/2022

  On April 1, 2022 the *** **** Property Owner's Association entered into contract with BrightView Landscape Services. I am the current POA President of *** **** of **** ***** and signed the contract on 3/25/22 with Brightview for services in our community. Almost immediately BrightView started to renege on services and breach their contractual obligation to this community. Service were not provided except for a mow crew, who would show up at 0800, zip through our property (26 acres) pick up nothing, blow all the debris back up onto the lawns or into the beds, take an hour lunch and then jump back on their riding mowers to blow off everything and on their way by 1300. Regardless of the numerous complaints and discussions with BrightView management and salesman there was no marked or attempted improvement. 
  Contractually BrightView is being paid on a monthly basis a sum of $10,743.55. 
  Contractually BrightView is obligated to provide thirty-six (36) mowing services a year to include edging, string trimming and blowing which has been provided. Initially service was to take place on days other than Mondays or Thursdays which are trash days but without notice BrightView started to mow on Thursdays. 
  Contractually BrightView is obligated to provide twelve (12) monthly detail services which entail prune, trim, weed, detail all beds and plant material, trim all trees under 8 feet and palms under 12 feet. During Brightview's 5 month tenure at *** **** the community was provided 2 partial shrub trimmings with NO other detail services provided. 
  Contractually BrightView is obligated to provide five (5) applications of Turf Fertilization in which ALL turf surfaces are to be fertilized. No turf fertilization surfaces were ever provided. 
  Contractually BrightView is obligated to provide six (6) applications of Integrated Pest Management in which they inspect landscape and treat chemically as needed. This was never done. 
  Contractually BrightView is obligate to trim the Sea Grapes quarterly. The 1s quarter this was not done. The 2nd quarter finally in August BrightView contracted ******** Tree Services to trim the Sea Grapes but a third into the job BrightView notified ******** to cease trimming those trees without any notification to the *** **** property Owner's Association of that intent. 
  Finally on August 15, 2022 the *** **** Property Owner's Association sent 60 day notice via email, regular mail and certified mail a 60 day notice of termination of service. 
  On April 12, I met with **** *** and ***** ****, both representatives for BrightView, to discuss problems observed during the first month of service. I was assured that all deficiencies would be corrected. 
  In the beginning of May Brightview sent in a team to provide weed control. During that time their unsupervised inexperienced crew mistakenly used ******** instead of the correct weed spray and they killed off 20,000 square feet of turf. The patterns of poisoning were so random and covered a large part of the front entrance property, the 100 building areas, the 200 building areas, a small portion of the 300 and 400 building areas. This was immediately brought to BrightViews attention. 

  On May 16, 2022 we again met with the following representative of BrightView, ****** *******, **** ***, and ******* ******* to once again discuss BrightView deficiencies and contractual obligation that had not been satisfied. During this meeting it was determined that *** **** would forgo a few mow services a year in order to have BrightView actually clean up all the debris that they continually blow up onto the lawns which is now choking out the turf, in addition to the fallen leaves from the live oaks, mahogany trees and the mahogany pod husks. I was advised that BrightView would let me know how they would handle those services in the near future. Also BrightView management assured us that all sod damage would be address through an insurance claim and they would guarantee all work. 

  Around Memorial Day a crew came to *** **** to start removing damaged sod along *** **** Drive and in the 100 building areas. After that we saw one else working on this project. I don' have the exact dates on this since I was away in New York that week. 

  After receiving no communication from BrightView, on June 7, 2022, I reached out to ***** ****, the maintenance supervisor for the lawn crews. ***** informed me that both **** *** and ****** ******* had left the company abruptly for other opportunities. I discussed with him the topics of our discussion and he advised me that he was aware and would take care of it. 

  On June 8, 2022 I called the BrightView Loxahatchee office, to find out who was my new point of contact for their company. I was informed that the interim manager was **** ***** and was given his phone number. I called him to see if he was aware of our situation at *** ****. Every time I called him all I got was voice mail. Finally, on June 15, 2022 after multiple attempted calls **** *****, ***** ****, ******* ******* and the BrightView Loxahatchee office I achieved contact with *** *****. He was not aware that the damaged sod project was just bare dirt and still many areas of damaged sod. He thought that it was "all finished”. I informed him that this was his vendor and that they need to supervise this operation to ensure that it was being done correctly. 
  Finally in the second week of **** **** Sod appeared with a large flat bed with approximately 18 pallets of sod. An install crew did not show up until 3 hours later. They installed alongside *** **** Drive and into part of the 100 Building area. I had to supervise the operation since no one from Brightview was ever present. This was on a Friday. As **** sod was packing up I advised them that there was additional damages in the 200 building area and 400 building area of which they were not aware. After the sod installation, I tried to contact BrightView for their plans to irrigate the new sod areas. NO ONE answered a phone, voice mail, voice mail boxes not set up, voice mail boxes full. SO EXASPERATING. So after a scorching hot 4 days with no rain and sod burning up BrightView finally sent out their irrigation Tech to turn on the irrigation system 
  
  in those areas where new sod had been installed. That technician was here for several days trying to reverse the damage to the new sod. 
  The next week, ***** from **** Sod showed up at the 200 building area with a pickup truck with 20 pieces to "finish the job that they were short on. I advised him that those 20 pieces would not even come close to what needs to be replaced. I then walked him around the areas of concern and he said that he would get in touch with BrightView. 

  On June 24, 2022, without any coordination from BrightView, a second large flatbed showed up with 7 pallets of sod on it. An installation crew showed up shortly after. I pointed out all areas of concern since once again BrightView was not present to supervise. 

  After this installation, a few days later, BrightView noticed that there was numerous irrigation damage due to installation and **** ******* ******, BrightView Irrigation supervisor attempted the bill the *** **** POA for the work that was necessary to repair it. I advised him that the POA was not liable for any damaged caused and that was between BrightView and **** Sod, their contractor. 

  Shortly after this all of a sudden *** **** was experiencing numerous irrigation problems with broken valves, pumps and main control panels with very costly repair estimates. In addition to many zones not working at all and one zone was on 24 hours a day for weeks, which almost drained our front lake since we water with reclaimed water. 

  On June 30, 2022 I received a call from BrightView Maintenance Supervisor, ***** **** who told me that he was taking over for **** *** and would have trim crews into the *** **** complex to try to rectify the ongoing problems 

  On July, 6, 2022 I received a call from ******* *******, BrightView Sales Representative to advise me that he would be taking over as the manager of the *********** branch and he would ensure that our property would receive the attention that it should have. 

  On August 1, 2022, I received a call from BrightView ***********'s new regional manager, ******* ******* who expressed great concern from a negative survey that BrightView had sent to the *** **** POA. I gave him a thorough briefing as to what had been going on at our community. We then arrange to meet at 12:00 on August 8, 2022 to walk the property and discuss the deficiencies that had taken place. 

  On August 8, 2022 I meet with BrightView *********** Manager ******* ******* and BrightView Sales Representative ******* *******. During that meeting I discussed with both of them the many problems that BrightView had created during their five (5) month tenure at *** ****. The meeting concluded with an agreement that BrightView would attempt to rectify all those problems they had created. 

  On August 11, 2022 at 0800 Brightview sent in a full crew, with a supervisor. They spent the entire day at the property mowing, edging and trimming some shrubs and actually picking up 
  some debris. Since that day there has been no attempt on the behalf of BrightView to return any phone calls, correct irrigation deficiencies or to return to finish the trimming of shrubs 
  The actions of BrightView Landscape Service constitute fraud and willful neglect of property. Their use of deceptive practices and breach of contract should be addressed and not to be allowed in the State of Florida. 

  

  Business response

  11/01/2022

  This has been escalated to include the *** and a request for contact within the next 24 hours has been made on your behalf. 

  Customer response

  11/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  In reference to any action on my behalf with BrightView dealing with them in the past has been exhausting. I have spoken with corporate customer service on several occasions prior to terminating their contract trying to get their local office to at least perform those tasks that they were contractually obligated to perform. No contact was ever initiated at the corporate level to address those problems. While the local office would occasionally offer excuses or would promise to try to address those problems and then never follow through on anything. 
  
  I'll be surprised if there is any action on their behalf.

  Regards

  *************************
  President
  *** **** Property Owners Association
  ************

  

  Business response

  11/08/2022

  Hello, this has been escalated to include the FM Manager in addition to the branch manager, VPGM and SVP. A request for contact to the customer has also been made.

  Customer response

  11/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  This company's suggested actions leave a lot to be desired. Their action plans should have taken effect during the time of their contract. The effects of their damages on this neighborhood are still on going. Sod that they laid on top of the roundup poisoned soil is dying. Finding ways to recover from the 5 months of BrightView's neglect is challenging. I am interested to see how they intend on handling this complaint after the fact when they did absolutely nothing when they had a contract with us.
  
  Regards,
  
  *************************

  Customer response

  12/30/2022

  It has been almost 1 1/2 months, November 10, 2022, since I have replied concerning BrightView Landscape Services and their action plan to discuss this matter with their upper management. Their response was " this has been escalated to include the FM Manager in addition to the branch manager, VPGM and SVP. A request for contact to the customer has also been made." and in typical Brightview fashion their tactics are delay, ignore and then delay some more. I have been timely in my response concerning this matter yet they aren't. I feel their business model is based the premise that problems they create will disappear if they chose to ignore them before they have to be solved.
  I have opened up cases against BrightView Landscape Services with the State of Florida Attorney General's office and **** ***** County Office of Consumer Affairs. Dealing with them has been exasperating to say the least.
  
  ***** *******
  *** **** POA

  

  Business response

  01/03/2023

  Hello, Per ****** ***** please see below and attached correspondence provided from 8.31.22022:

  "This account was closed out in August with a letter from the PM thanking the branch for ending the agreement professionally. See attached! The individual that is complaining is on the original correspondence in August as well.

  *** *****
  Vice President & General Manager
  BrightView Landscape Services
  
  Southeast Florida"

  Customer response

  01/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This contract, with BrightView, was terminated for NON PERFORMANCE of services and was terminated prior to the 60 day period. Instead of being surly in that response my property manger choose a professional approach to this termination. This company was FIRED. We were surprised that they showed up the last week of August for mow, edge and blow, given their past lack of services. Please note that their invoice for September would be rejected because we had experienced such poor service from BrightView. BrightView destroyed a lush, green property in the 5 month period in which they serviced it. *** **** wants a refund for those services, trimming of shrubs, Sea Grapes, weeding, fertilization, that were not provided. They destroyed 20,000 sq ft of sod, when they were suppose to be treating weeds, with *******. When they replaced that sod they laid the new sod on top of ******* tainted soil , did not water the new sod in a timely manner and the new sod that was laid is also dead throughout the community. All the while during these episodes the *********** office would not return calls or act in an appropriate and responsible manner.
  
  Regards,
  ***** *******
  

  

  Business response

  02/08/2023

  An email has been sent to the leadership team requesting contact to specifically address the concerns and service issues stated in the previous rejections and original response. 

  

  Business response

  02/09/2023

  An email has been sent to the leadership team requesting contact to specifically address the concerns and service issues stated in the previous rejections and original response. 
  

  Customer response

  02/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: BrightView has not complied with anything that they have said they were going to do. They have never contacted anyone at *** ****. They talk about addressing things internally, which does nothing towards rectifying the problems in this community created by them. They have been given every opportunity to try to correct those deficiencies that they were contractually obligated to and all I have seen so far is an untimely round about methods to stall any action on their behalf. They are not doing anything in good faith. Anything other than a monetary settlement for those services not provided is unacceptable.
  
  Regards,
  
  ***** *******
  

  

  Business response

  03/06/2023

  The following request has been sent to the Management and Leadership Team:
  
  A direct response acknowledging the service issues/damage issues that the customer brought up in his complaint and a direct response to the request for the refund made by the customer in regards to the issues as that was not addressed in any of your previous responses.
  
  Please follow up with the customer addressing his concerns in regard to services and damages and clearly state why the refund will or will not be issued so that we may close out this complaint,
  
  Thank you.
  
  

  

  Business response

  03/16/2023

  This complaint should be resolved. No further action will take place. 

  Customer response

  03/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: This response isn't even a complete sentence or thought. What is the resolution to my complaint? Who is going to resolve my complaint or concerns? What is their course of action to resolve my complaint? I have seen absolutely no action on the behalf of BrightView other than a bunch of untimely responses and stalling of time.
  
  Regards,
  
  ***** *******
  

  

  Business response

  03/30/2023

  Per ****** ***** VPGM: " This account was closed out in August with a letter from the PM thanking the branch for ending the agreement professionally. See attached! The individual that is complaining is on the original correspondence in August as well." 

  Customer response

  04/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  This letter was sent by property manager ** *****,against my advice and not being reviewed by the board, in order to terminate our agreement early with Brightview Landscape due to their poor performance,theft of service and lack of contract compliance.Also ** ***** is not the signer of that contract. *** **** desperately needed another company to come in to correct all the deficiencies created by Brightview. Our community could not withstand another week of their "service". We have yet to recover from the damage done to our property done by Brightview. No, we did not part amicably. We seek damages and demand to be made whole.
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 1 ,2022 one of the lawn mowers hit and broke my fence. Two of the boards were broken off. One of the men slammed their machine against the fence. They didn't come and tell me and just left it there.

  

  Business response

  09/19/2022

  Firstly, we want to thank you for taking the time to make us aware of your concerns and we can assure you that we want to help you make things right. We are sorry to see this feedback. Pease know that BrightView does our best to provide the finest service possible. Can you please email bvcxcenter@brightview.com to give us a little more information about your feedback, including your location and HOA name, and we will do our best to follow-up. Thank you.

*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. ↩