Initial Business Response /* (1000, 5, 2015/07/16) */
We deeply apologize for any frustration that was caused to ***We have sent the envelope with the weep hole covers to *** yesterday which was Wednesday the 15th of July
We always want to take care of our customers in an efficient manner
and there was a failure in this caseWe installed ***'s windows and he had some concerns that were addressed and corrected by one of our service representativesThe service repthought he had some extra weep hole covers and when he found that he didn't have them an order was placed with the manufacture for additional service partsThis order took a while to get from the manufactureHowever, when we received the parts the office was under the impression that the service rephad taken care of the weep hole coversWhen we were made aware that is was not, the service rep was contactedWe made *** aware of thisWe finally had to demand the service repdelivered the weep hole covers to us which we then mailed as stated above*** was notified of this, but I understand his skepticism which we created by our failure in this caseWe will make sure any future service request *** has will be handled in a much more efficient manner*** I truly am sorry for our inadequacies is this instance and any frustration we caused
Thank You,
*** ***
Revdex.com Complaint ID *** (***) 11/20/2017Thank you for the letter regarding Mr***'s complaintIt's apparent his recollection of events is far from the truthMr*** received an estimate from our company on 4/21/from one of the owners, Nathan RoyseNever have we had an employee
named Johnso I am not sure where he got that information fromHe was left a complete analysis of his yard (which I have included for you to see) and it was outlined that his yard "was full of weeds that we should be able to get under control pretty quickly." It was also noted and circled that he had a few weeds that were considered hardy and may need additional treatment and may not be 100% controllableHis yard was rated as below average with its potential to become excellentOur usual recommendation is that customers take visits a year to stay on top of weedsWhen Mr*** called on 4/25/to approve service he opted to go a cheaper route and only wanted visits per seasonHe received his first visit on 5/18/which he paid for on that very same dayHe received his next scheduled visit on 6/16/He never called to complain, question, or ask about how long it would take to eradicate the weedsHe also never paid the bill from the second treatmentI reached out on 9/4/after running a credit hold report to try to collect the balance on his accountIt was then that he notified me that he hadn't paid the bill because he still had weeds in his yardI told him it was of no surprise that he did have weeds since we hadn't been to his house for over months for any kind of treatmentsOur visits are scheduled 6-weeks apart for this very reasonI let him know that when the balance was taken care of that I would send someone out to his house to retreat or diagnose the issue in question, but until the balance was taken care of, the service call I entered wouldn't print out of the system due to the credit hold on the accountNo payment was ever sent inHe then proceeded to ignore the statement and phone in the month of OctoberAfter sending statements in the month of November for the first time since becoming a customer he Contacted our office on his own accordAt that time he was dishonest with me on the phone about our previous conversation in September, even indicating he spoke to someone else in the office when I am the only female whom has ever worked here in the year historyHe was combative and rude and was clear he wasn't paying the billAdmittedly, hung up the phone mid conversation as I knew the conversation was going nowhere and it was clear he had no intention of paying the billLater that day closed out his account and he was forwarded to a Collection agency.As I'm sure I don't have to tell you lawn care is not a quick fixIt is a collaboration of Mother Nature, homeowner, a good fertilization and weed control plan, and proper mowing techniquesIn my professional opinion we were extremely clear what he was working with, yet he had unrealistic expectations and feels like he shouldn't have to pay for a service that he requested and receivedHe was not under contract with us and never cancelled service, he was cancelled by us due to nonpayment.If you need to reach me further about this case please feel free to call meincluded a copy of the original estimate and of his transaction history.CIWÄijö yuyu
Initial Business Response /* (1000, 5, 2015/09/18) */
We apologize for any inconvenience or frustrations that might have been felt by the customer. However, the Project Manager was in constant communication with the installation crew and myself from the start of the project through to the finish....
The only questionable item was the window capping. The project manager had the understanding that because the customer was replacing their windows in the near future that the capping was not to be done and the price was not figured into the project. Within 30 minutes of the concern by the customer, the project manager, the installer, and myself discussed the situation and I decided to have the installer install the capping at no additional charge to make sure we kept the customer happy. As with any work order some small details will not be included, but we will always address any concerns and usually have it taken care of internally without disturbing or troubling the customer. There was one more area of concern which was wrapping the posts. We traditionally do not wrap the post for various reasons that were explained by the installer but we did go ahead and wrap the post. We always strive for our customers to be taken care of and satisfied. We also encourage our customers to contact the company directly if concerned with their project. I have never heard from this customer but I do welcome his phone call if he would like to discuss the matter further.
Thank You,
[redacted] Jr.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that customers that pay this amount of money should have to babysit the work to make sure it is completed as discussed. I also don't believe that the project manager should tell customers he will be there periodically and never show up. The project manager should not lie to the customer and say that he will do the final walk through and then leave it to the workers. I have every text message that was sent between me and the project manager and what was listed above was not the only issues.
Initial Business Response /* (1000, 5, 2015/07/16) */
We deeply apologize for any frustration that was caused to ***We have sent the envelope with the weep hole covers to *** yesterday which was Wednesday the 15th of July
We always want to take care of our customers in an efficient manner
and there was a failure in this caseWe installed ***'s windows and he had some concerns that were addressed and corrected by one of our service representativesThe service repthought he had some extra weep hole covers and when he found that he didn't have them an order was placed with the manufacture for additional service partsThis order took a while to get from the manufactureHowever, when we received the parts the office was under the impression that the service rephad taken care of the weep hole coversWhen we were made aware that is was not, the service rep was contactedWe made *** aware of thisWe finally had to demand the service repdelivered the weep hole covers to us which we then mailed as stated above*** was notified of this, but I understand his skepticism which we created by our failure in this caseWe will make sure any future service request *** has will be handled in a much more efficient manner*** I truly am sorry for our inadequacies is this instance and any frustration we caused
Thank You,
*** ***
Revdex.com Complaint ID *** (***) 11/20/2017Thank you for the letter regarding Mr***'s complaintIt's apparent his recollection of events is far from the truthMr*** received an estimate from our company on 4/21/from one of the owners, Nathan RoyseNever have we had an employee
named Johnso I am not sure where he got that information fromHe was left a complete analysis of his yard (which I have included for you to see) and it was outlined that his yard "was full of weeds that we should be able to get under control pretty quickly." It was also noted and circled that he had a few weeds that were considered hardy and may need additional treatment and may not be 100% controllableHis yard was rated as below average with its potential to become excellentOur usual recommendation is that customers take visits a year to stay on top of weedsWhen Mr*** called on 4/25/to approve service he opted to go a cheaper route and only wanted visits per seasonHe received his first visit on 5/18/which he paid for on that very same dayHe received his next scheduled visit on 6/16/He never called to complain, question, or ask about how long it would take to eradicate the weedsHe also never paid the bill from the second treatmentI reached out on 9/4/after running a credit hold report to try to collect the balance on his accountIt was then that he notified me that he hadn't paid the bill because he still had weeds in his yardI told him it was of no surprise that he did have weeds since we hadn't been to his house for over months for any kind of treatmentsOur visits are scheduled 6-weeks apart for this very reasonI let him know that when the balance was taken care of that I would send someone out to his house to retreat or diagnose the issue in question, but until the balance was taken care of, the service call I entered wouldn't print out of the system due to the credit hold on the accountNo payment was ever sent inHe then proceeded to ignore the statement and phone in the month of OctoberAfter sending statements in the month of November for the first time since becoming a customer he Contacted our office on his own accordAt that time he was dishonest with me on the phone about our previous conversation in September, even indicating he spoke to someone else in the office when I am the only female whom has ever worked here in the year historyHe was combative and rude and was clear he wasn't paying the billAdmittedly, hung up the phone mid conversation as I knew the conversation was going nowhere and it was clear he had no intention of paying the billLater that day closed out his account and he was forwarded to a Collection agency.As I'm sure I don't have to tell you lawn care is not a quick fixIt is a collaboration of Mother Nature, homeowner, a good fertilization and weed control plan, and proper mowing techniquesIn my professional opinion we were extremely clear what he was working with, yet he had unrealistic expectations and feels like he shouldn't have to pay for a service that he requested and receivedHe was not under contract with us and never cancelled service, he was cancelled by us due to nonpayment.If you need to reach me further about this case please feel free to call meincluded a copy of the original estimate and of his transaction history.CIWÄijö yuyu
Initial Business Response /* (1000, 5, 2015/09/18) */
We apologize for any inconvenience or frustrations that might have been felt by the customer. However, the Project Manager was in constant communication with the installation crew and myself from the start of the project through to the finish....
The only questionable item was the window capping. The project manager had the understanding that because the customer was replacing their windows in the near future that the capping was not to be done and the price was not figured into the project. Within 30 minutes of the concern by the customer, the project manager, the installer, and myself discussed the situation and I decided to have the installer install the capping at no additional charge to make sure we kept the customer happy. As with any work order some small details will not be included, but we will always address any concerns and usually have it taken care of internally without disturbing or troubling the customer. There was one more area of concern which was wrapping the posts. We traditionally do not wrap the post for various reasons that were explained by the installer but we did go ahead and wrap the post. We always strive for our customers to be taken care of and satisfied. We also encourage our customers to contact the company directly if concerned with their project. I have never heard from this customer but I do welcome his phone call if he would like to discuss the matter further.
Thank You,
[redacted] Jr.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe that customers that pay this amount of money should have to babysit the work to make sure it is completed as discussed. I also don't believe that the project manager should tell customers he will be there periodically and never show up. The project manager should not lie to the customer and say that he will do the final walk through and then leave it to the workers. I have every text message that was sent between me and the project manager and what was listed above was not the only issues.