Picture Perfect Landscaping & Property Management

Review: On the first day of installing our pool pavers in July 2013, Picture Perfect's truck drove into our in-ground 10 foot basketball pole/hoop and knocked it over splitting the pole in half. We paid for the paver job in full, with the promise from the owner, [redacted], that he would return the basketball pole/hoop to its ori[redacted]l state or buy a new basketball pole/hoop. [redacted] has not returned any phone calls or e-mails since the job was completed and he was paid in full!Desired Settlement: In order to replace the basketball pole/hoop it will cost approximately $600 for equipment and install.

Business

Response:

Good Morning,

I am responding to the complaint regarding the basketball hoop. I have been in contact with the customer since the incident happened.[redacted] did not ignore the customer. He actually bought a pole for them and installed it when it happened. After a week later, Mr. & Mrs. [redacted] said it was not the exact height. It was 9.5 ft. instead of the 10ft. Due to the basketball system being 20 years old it is very hard to find these poles which is why we are taking so long to find it. The pole is not easy to find. Mr. & Mrs. [redacted] hoop was from 20 years ago which is why we were not trying to purchase a brand new hoop for $600.00. I spoke to Mr. [redacted] about 2 weeks ago and told him if we did not find the pole I would go about a different solution. [redacted] did find a pole and it was delivered to us 2 days ago. We will be installing it this week. [redacted] or myself did not ignore the customer or the situation. The hoop was in working condition. The pole was just not the exact height. We knew the pole we knocked down had to be replaced and have been looking for a pole ever since. We now could finally install a new pole which will make the height be exactly 10ft.

Consumer

Response:

[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.]

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us if Picture Perfect follows through. Note that the pole that Picture Perfect replaced is 8 feet not 9.5 feet as they claimed. The correct height should be 10 feet from floor to rim. Since Picture Perfect's response to the Revdex.com we still have not heard from them. After [redacted], the owner, was paid in full for the pavers over two months ago, we never heard back from him despite our numerous requests via telephone and e-mail to his secretary [redacted]. We expect Picture Perfect to follow through and fix or pay for a replacement to what they damaged. We wouldn't have had to contact the Revdex.com if [redacted] had gotten in touch with us.

Regards,

This company is doing the job for my next door neighbor. Among many issues...
1) Use tools that produce tons of dust while cutting stones / not equipped to manage environment around them. Dust was all over the development/surrounding areas. Showed up on Saturday and no one could step outside since it was impossible to breath.
2) Very disrespectful staf! When they were approached about dust or after they started cutting trees on my property without saying anything (because they were hanging on my neighbor's property) their response was extremely rude!!! example: "we do not have to use different tools", "we do not have to tell you we will be cutting your trees", " call township if you want" etc... All we were asking is if they could knock on our door and let us know they will be cutting trees, or use water when cutting stones so they do not produce so much dust. No one was asking for "mission impossible"!
3) Called company and left a message the other day and no one ever called back.
4) Showed up and started "noisy" work at 6:50AM on business days and 7:50AM on Saturdays. When approached about it, said they never did and again were very rude about it.

Review: The company was paid $25,000 to design and install landscaping (including grading, seeding, and planting of shrubs, trees, and other plants). On several occassions, we were informed that plants had a one year warranty, and that plants would replaced if needed. While the business replaced some of the plants, they have left other dying plants, and have failed to return several phone calls. The company took one of the plants that was half-dead, and turned it around so the green portion faced forward, and the dead portion faced the rearward. Several other plants were dying, but they were not replaced, so they are now dead. When they did replace plants, they ripped up drip irrigation lines and failed to properly re-install them. One of the larger trees that the compnay did replace was damaged upon installation, and was left with a large hole in the back of the tree where the crew cut and removed dozens of branches that were broken during the installation of the tree.

We have also been informed by a reputable lawn fertilzation company that the grass seed that was provided by this landscaper was of poor quality and grading was improper, thus resulting in a lawn that is in need of refurbishment. While I am not seeking any additional seeding or grading, and I am only seeking replacement of dead/dying plants, it should be noted that I will have to incrur additional costs for grading and seeding of the lawn area.Desired Settlement: Replacement of dead and dying plants as had been promised.

Business

Response:

Picture Perfect Landscaping spent 3 consecutive seasons pricing the work for [redacted] spent numerous hours working with the homeowner throughout the 3 years pricing the same work. PPL and [redacted] agreed on the work they would like to have done and would fit their budget. All the work was completed. The homeowner had his own sprinkler company install a drip system in all the plants and lawn sprinklers on the lawn. PPL completed all the grading. The installation of 2 loads of top soil for their backyard only. PPL priced up 4 loads of soil, 2 for the front were removed because of budget reasons. PPL hand leveled all the soil, added seed and fertilized which was purchased from [redacted] a wholesale Landscape supplier. The seed is a professionally mixed seed. The next day we had heavy down pours of rain which caused erosion of the soil and seed. PPL came right back to seed the lawn and add some soil where it puddled and regraded the front lawn. There was no charge for the work. A few weeks passed by and the homeowner called. Regrading water settling against the left side of the driveway property line. PPL went out and added more soil and seed for no charge again. They had some plants that had died due to over watering the plants which is not PPLs fault. PPL charged them and informed the homeowner there was to much water on the plants and to lower the watering time. The following season PPL were called for more dead plants, after the winter. PPL went out and took a look and some of the plants were eaten by deer and other small animals. Not our responsibility, but PPL changed all the plants again with no charge.

The homeowner never hired a chemical company to maintain there lawn and plants with the proper material. PPL informed the homeowner after the job was completed to hire a professional otherwise the seed would not make it to lawn status. There was no maintaining of the new plants and seeded lawn. PPL went back to the house early Spring 2013 and walked the property 2 times with the homeowner and had no problem addressing any issues regarding the work. The homeowner had his fence blown down and was waiting for the fence co. to fix it. They showed up weeks later to do the repair. PPL came out again and walked the property again and this time the homeowner was demanding free soil for his yard and other material. [redacted] got upset and told them they received additional soil at no added cost already and has been out to the home more than enough times to resolve the matter.

1. Plants only have a 1 time replacement on them.

2. Seed and sod does not have any guarantee on it period. It will die in two days without water and will turn into weeds without the proper chemicals and watering times.

[redacted] and PPl have been in the landscape business for over 30 years and has never had any issues with clients. We always have happy clients. PPL receives 90% of all work by referrals and no advertising until we recently caught up with the times of social media and INTERNET marketing that has brought our business to much broader parts of New Jersey, Staten Island and Pennsylvania.

PPL has no problem changing any plant material that died, but we cant keep changing plants that are dying because of to much water or not enough food. PPL has 8-10 employees that can come forward and testify on how many times we had been back to this location for the same reasons. It is insulting to PPL that someone said they used cheap seed and it is impossible to state that especially after a long winter. Please do not let this reflect my Personal name, [redacted] and my professional name and reputation here at Picture Perfect Landscaping that took 30 years to build. One homeowner out of hundreds of happy clients yo make a complaint just doesn't make sense to me. This is an issue of just irresponsible, neglect and no concern to there living plants and seed that needed maintenance , food, and proper watering.

Any questions please call me directly at [redacted] or in my office at [redacted]

Thank You,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

At one point, PPL claims plants died because they were overwatered, yet almost a year later, some of the same type of plants in the same area still died even though watering had been regulated. Other plants on the same irrigation zone are doing very well. Watering was not and is not the issue. It should also be noted that at one point PPL also blamed a lack of watering for plants dying. So which is it - too much or too little? It is simply that new plants sometimes die from the stress of being moved, etc. All new landscapes generally suffer from a few plants that die, and that is why it is commonplace that landscapers offer a one year guarantee and replace the plants that failed to take. The landscape project consisted of dozens of new plants, and PPL knows very well that some of these plants just will not take and will die even with proper care.

PPL claims plants were eaten by deer and small animals. This is not true except for one plant that was eaten by deer. That plant is still alive and was not included in my original complaint.

PPL claims a chemical fertilization company was not hired. This is not true. A well known company was hired and applied fertilizer, crab grass preventer, and weed killers from Spring through the Summer. Additionally, fertilizer spikes were added to all evergreen plantings.

PPL claims that I was irresponsible and neglectful. This is not true. Plants were watered, fertilized, and sprayed with insecticide. Watering was adjusted based on instructions from the lawn fertilization company.

PPL claims dead plants were replaced. While it is true that some plants were replaced, others were not. PPL refused to replace a large evergreen in the rear of the property and said that I should just cut out the dead branches. Since the tree was 80% dead, that is not really the response that should have been given. PPL also sent his crew with too few replacement plants, so some boxwoods were replaced while others were left dead.

It is disgusting that PPL took $25,000 payment for this project, but has balked when asked to replace plants that were dead or obviously dying.

It is disgusting that PPL took a plant that was dead in the front and dug it up, turned it around so that the dead part was in the back, and replanted it. Is this how PPL gained the high quality reputation that they claim to have? I think this alone speaks volumes as to how PPL handled my complaints. Who would expect to pay $25,000 and then have PPL play games like turning half dead plants around so the dead part is in the back?

All I asked for in my complaint is that PPL stand by their guarantee and replace the dead plants. However, this simply something they will not do. Also, Mr. [redacted] it is [redacted], not [redacted]. You worked with me for three consecutive seasons (I think it was more like two), yet you don't know my name?

Regards,

Business

Response:

I am responding back due to the fact that PPL went over and beyond for [redacted]. As stated in our last response, PPL went back and changed the plants several times. We changed the plants even when even when they were no longer under warranty. This job is two years old. Plants eventually die and need extra care. Last year was a hurricane as well which brought a lot of damage to our environment. Attached is a copy of our contracts that are signed by each customer. Stated in there is the 1 year guarantee on plants as long as irrigation is installed. Not only did [redacted] not have the right irrigation at the time, but PPL continued to change the plants anyway. Our plants and material come from the top nursery in New Jersey, [redacted] We only provide the best quality plants and material. PPL has a great reputation as well as a great relationship with our customers because of how PPL goes above and beyond to make each and every customer happy. I feel like PPL is being taken advantage of by [redacted] to get more free trees even after 2 years of being installed. [redacted] states that he made this claim because we are playing games and did not provide him with his 1 year guarentee. PPL disagrees as we went to [redacted] proprty several times and changed and moved what plants needed to be. Please don't let one customer ruin our reputation over a few dead plants that we replaced several times over the 2 years. We would be losing money if we continued to replace all plants every year after the winter and hurricane season.

Thank You.