Mario quoted us a job for $10k and required a $5k deposit up front. After performing only the excavation of a trench and backfilling with soil, he proceeded to bring the wrong trees and then argue that this is what we had asked for, despite the fact that we showed him the existing trees in our yard and told him we wanted the same ones. After returning these trees, he had the gall to back charge us for their return and restocking fee.
We fired him after this and he promised to send us an itemized receipt of the work done to date and provide a refund for the services that were not rendered. After having to chase him down all summer to get the receipt, he eventually sent it to us — and surprisingly, the services rendered equaled the $5k deposit!
When we challenged him on this, he shrugged it off and said that was that, despite us showing him that the cost of the trees alone comprised well over 50% of his quote, and he never supplied them nor planted them.
I would never trust this man again and certainly would never give him money up front for services to be performed. Live and learn, and I hope no one else has to deal with this character.
- Company Response
Hi Jeanette, we are sorry if our services did not meet your expectations.
When we started the working relationship an inspection was carried out, several options were selected, which vary in price, to be within the required budget the client decided to cut the scope of the project, Vinca also authorized some direct purchases with our suppliers using our name to keep the job within the desired budget.
After the client reviewed all of the established options, she chose and signed the work order, which is maintained in our records. Our process included a site and scope review prior to any installation, the customer conducted the review with Vinca prior to installation.
At the time we finished 95% of the project, we received a call from the client about the material of the plants that we installed (yew), the complaint was addressed immediately when the client was available, we found it on the site.
Mario explained to her that the scope of work also mentioned what type of yew she signed to install, she requested to remove the installed yews and to place golden yews instead, this material was not in the specified in the scope of work and had a higher price.
Vinca denied the client's request to remove the previously approved yew trees to replace for the more expensive variety and unfortunately the client extended the conversation until a point that was very offensive, which is when Mario decided to stop the site work and remove the installed materials that were not to the satisfaction of the client.
We understand that a lot can happen in any new projects, and while Vinca Landscape put in a lot of manpower and a horticulturist to make sure the project was carried successfully before this happened we were unable to continue under the circumstances.
The client sent us an email request asking if we can break down the numbers and return the balance, Vinca sends an email using our CRM, but apparently, the information was not received, to which we apologized for the inconveniences, and when we were contacted by email Mario answered the email immediately with the required information for which we maintain records.
Vinca offers to meet on-site to conduct a site audit to clear up any misunderstandings but the customer never responded.
In any industry to reserve any job, companies require a down payment to formalize the operation, and during this time Vinca continued to work on various projects adjacent to the client’s site (neighboring properties) with no issues of this nature.
We regret the client was not satisfied and their expectations not met in regards to the materials selected and approved prior to installation and work performed on their site but we also need to maintain a respectful relationship between both parties.
We are sorry to hear about this review a year after the fact, but please know that our books and doors are open at any time for the client, let us know if you need our help.