Palapa Pros- Landscape & Design Services

Review: My requests for service are being ignored.

I have done business with them in the past & was satisfied. I'd like to purchase more material and/or have them do work for me but [redacted] is totally ignoring my emails, phone calls and took his company name off Face Book so I have no way of contacting the company since everything goes thru him.Desired Settlement: All I want is to be treated like any other paying customer who wants to purchase merchandise from his company. One example is he built a Palapa for me, I want to talk about getting a new top for it but he refuses to contact me. There is NO other company in the area who can give me what I need so I have no choice but to try and communicate with him. This is lousy customer service and I deserve better treatment for the money I've already given out to him.

Business

Response:

Initial Business Response

Through social media, it was brought to my attention that said client posted unnecessary and derogative comments in relation to natural product made and serviced by the Palapa Pros. These comments and concerns can be directly dealt with via client and company relations to be resolved. At this time, I respectfully reserve my rights to refuse service to this client. Materials needed for new roof top can be purchased online by a competitor and installed by a local contractor or handyman in vicinity of client.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Once [redacted] gave me a quote for the work I wanted done and I asked if we can work on lowering his price, his attitude changed. He's used to making much more money on jobs than what we needed done so obviously he wasn't willing to negotiate with us. We had a good relationship until I tried to get a better deal, something reputable businesses are willing to work with you on. I believe I put 2 notices on his Face Book page saying I was not happy with the way the thatching looked and needed it repaired, something he was unwilling to do. I believe others should be aware of things like this. Because he wasn't willing to repair the work, I was willing to pay more money to have a permanent top installed so I wouldn't have to deal with deteriorization, and that's when he stopped responding to me. What kind of business ethic is that? I also wanted to buy more poles from him but before I could get back to him on the exact size, he cut off all communication. In other words, he doesn't work WITH the client, he does what he wants and leaves you hanging. [redacted] claims that I could have complained directly thru the company but that's not true. He is in full control of the phones (can only call is cell) and also email only goes to him. So how could I have dealt with anyone else in the company? Yes, I can deal with online competitors but they don't sell the same exact products (especially the carved out poles) so how can I get things to match what I already have? He left me hanging because I can't afford to do the expensive work that we had originally discussed. That is bad customer service in my eyes. His business is expanding and he just doesn't have the time or need to work with the little guy anymore. Perhaps he should advertise that.

Review: I hired Palapa Pros to do work in our backyard (included fire pit, concrete, lawn installation w/ sprinkler system). A few days after the lawn was installed, water was over floating and contacted [redacted] (owner), he was out of town but would stop by the house upon his return. He came by and told me that this was part of the process and needed to be patient wait about 6-8 weeks. I waited as suggested but I was still having the same problems so contacted [redacted] again. He came by the house and determined a new drain needed to be installed to fix the problem. The drain was installed and during this process it created 4 holes around the area. This was unsafe for my kids so I contacted [redacted] once again. To fix the problem, He sent an employee to patch the holes & told me to wait yet again for the lawn to regrow. I also had a problem with the drip line system, it broke twice and I was accused of breaking it but he would fix as a favor. After further investigation, it was confirmed by his subcontractor that [redacted] had installed the incorrect part and that caused the part to break. Five months later, I contacted [redacted] again as I continue to feel unsafe w/the holes in the lawn in addition a new problem developed. He returned to see the area and his best recommendation was to peel the lawn, fill the holes and lay down new lawn. He said he would push down the bending board to allow the water to drain in the front. Here we are 3 months later and still having problems. The lawn still uneven, the water is not draining properly and with the recent rain it's overflowing into the patio due to the poor drainage system. There is mold growing as the water sits.In addition, we have 3 sections of the lawn that are dead due to the lack of water as the sprinklers installed where not covering these areas.Desired Settlement: I started this project March 18, 2013 and here we are a year later and continue with the same problems. I dont want [redacted] to fix anything; he has had plenty of chances to fix his mistakes the right way. I've had a professional Landscaping Company examine the lawn, drainage & sprinklers system. There is no easy fix other than re-doing all of the work. The estimated cost of the project is $2,500. I'm requesting [redacted] to refund this amount to hire a new reliable company to do the job.

Business

Response:

Landscaping/concrete/fire pit was installed according to clients plans (provided/drafted by LS Architect), with the exception of excavating sloping area on backside of property parallel to back fence and not retaining dirt (according to LSA Plans) and providing adequate drainage and retention requirements at and behind the wall. The grading for this area still slopes and was graded to accommodate lawn according to plan. As both concrete patio and landscaping (lawn) were graded according to design and swale for drainage specs, this area did create a collection point where water would accumulate more than normal. The swale grade and drainage system (completed by builder) were taken into consideration, graded and installed accordingly to meet slopes of lawn and concrete. The buildup of water at these point was extreme when the lawn was excessively over watered to self establish. These recommendations come from Sod Company and reduction of water schedule was provided. When notified of water issue, I recommended that we wait through this period for sod to mature and turn back watering system (according to Sod Company). After sod had established itself, I recommended returning and re-evaluating. After re-evaluating, we agreed to extend and add another drain to water accumulation area for resolution (no charge). This was completed in a timely manner and to do so meant tearing up a portion of the lawn. As lawn was peeled back and placed back down, it did become uneven where excavated and a few spots surrounding. A service call was placed and the client requested to have lawn smoothed or leveled over new pipe section. This service call included removing the entire sod section where the pipe had been dug up, graded re-soiled, sections of lawn in surrounding areas replaced, drain raised and lawn replaced. During this same service call, the bender board surrounding the lawn and terminating at the end of the swale (last drain before heading to street from backyard) was breached with drainage holes and lowered to allow residual water to drain (into the dirt where last drain in swale is located). Client acknowledge work completed per their requests.

As for the sections of lawn that are dead from lack of water? This would be a new issue to me and the client has never spoken to me about it. The lawn was installed in April/May of 2013, and as with new lawns there needs to be an excessive amount of water required at time of installation to keep the lawn from dying back (6-8 weeks). If there was indeed any sprinkler issues, they would have been immediately addressed, for the lawn would have never survived to this date under these conditions. As noted by client and backed by my correspondence, all issues were addressed and completed. There has not been any other service calls requested by said client since October 2013.

Palapa Pros is a "Professional Landscape Company" and reliable company of 10 years. My outstanding Revdex.com A+ rating, with no client issues, demonstrates and solidifies that the team addresses and completes all issues related to the services provided. I am disputing such claims that all work performed and completed to fix the issues are incomplete. Based on the facts that they were all dealt with and accomplished, funds requested for a “new reliable company” to tear up and replace will not be respectfully honored.

Consumer

Response:

I am rejecting this response because:

The sprinkler lines are set outside of the grass and bender boards

not allowing water to reach the center of the largest part of the lawn.

We continue to monitor this section after the winter season and with the

additional rain as of late has helped this

area somewhat. It has also brought up concern near the firepit with no

drainage near there causing puddling and run off onto the concrete from

high dirt line at concrete. This also is the case in other areas with

the lawn an concrete being placed at the same

level. Additional draining or from first install is above dirt level so

water will never drain in those areas. This is also the case where the

bender board was lowered to assist in drainage which it does not. We got

second opinions from other companies about

the lawn issues, after multiple times being accused that we caused or

broke the drip line we had installed by Palapa Pros. We were spoke to in

a negative connotation multiple times during interactions. We both work

in sales and customer experience for large

companies and understand how customer's should be treated. We are now

left with a cut up yard and drainage problems in multiple locations of

the yard which claim to have been fixed. To correct the problems that

should have been done properly the first time

will cost us more money, we can provide pictures of drainage issues and

what is left as installed properly by Palapa Pros.

I lucked out; Brett & his crew are professional, very hard working and take pride in their work. Whenever I had a question Brett always made time to get back to me in a timely manner. He offered me suggestions to help bring our dreams come true AT NO EXTRA COST, Brett is a man of his word! We could not be happier I would definitely recommend Palapa Pros. Richard Fawcett

We contracted with [redacted] and [redacted] for a full landscape of our empty back yard. [redacted] met with us for several hours to determine our wishes and then converted that to a plan and proposal. He was very good at translating our ideas into a final vision, and added good suggestions to make it come together. He and his crew did a great job of making it all come together. They were courteous and responsive to requests and information along the way. When the job was completed, we had a great paver patio, planter beds, retaining wall, fence work, improved drainage and fresh lawn. They left the property neat and clean and were on time for completion. One minor matter after completion was taken care of to our satisfaction. I would happily recommend [redacted] and his crew for doing an honest job for a reasonable price. Thanks!

We have wanted a Palapa for years! After finding Palapa Pros and contacting Brett, the process went quickly and smoothly. Brett's team is a wonder! A day and a half and they transformed our backyard! They worked quickly, efficiently, and cleaned up after they were through. We can not say enough great things about Brett and his team and highly recomend Palapa Pros!