20 Landscaping

Here is our response to Mr [redacted] 's complaintWhen Mr [redacted] signed up with Landscaping for snow removal services, he spoke with the owner of the company At that time, Mr [redacted] stated that he was retired and therefore it did not matter when we came to remove the snow from his driveway - he did not need to be out early in the morning for work He stated he only cared that it got done We follow a schedule and Mr [redacted] is further down on the list based on his statement regarding he didn't care what time we came Snow removal is not something that can be "scheduled" based on the fact that we don't know when exactly it will snow and how much snow we get It is our company policy, which is stated to each client, that we do not begin snow removal until the snow is done falling, otherwise it is not useful to our customers We do have customers who have us come several times a day, but they pay an extra fee for that service, which Mr [redacted] was not signed up for Mr [redacted] would call our office number often, asking when we would be there, had we left yet, etc It is very difficult to give any more information other than that the crew is out or they haven't even left yet if the snow is still falling The secretary does her best to relay the information that she has been provided by the crews They are not easily reachable as we don't only just plow, we shovel as well - requiring us to leave the vehicles and therefore be out of reach of communication devices In addition, our office hours are 7:to 4:30, Monday through Friday If Mr [redacted] did not call during those hours, it would not be uncommon for us not to answer the phone Depending on road conditions and the amount of snow, it can take hours one day to remove snow and possibly another day for the same customers This is not something we are in control of Mr [redacted] would call often, sometimes several times a day and we did the best we could to answer his questions Unfortunately, he was often not satisfied with our answers, which again, were difficult to answer given we don't control the weather or road service Most times we would arrive at Mr [redacted] s house and the driveway would have already been shoveled or been in the process of being shoveled by Mr [redacted] himself Our policy is to salt no matter what the height of the snow is, but we do not salt if it is too cold out, as the salt will not help the conditions That was told repeatedly to Mr [redacted] We would be more than happy to provide a report of all phone calls made to us by Mr [redacted] and of our return calls to him We would also be happy to provide the temperature and weather conditions for each day we did snow removal, to show that on most days, salt was not advisable We were told about the mailbox and we told him we didn't do repairs until Spring, Mr [redacted] said he understood and told our secretary that he had managed to fix it temporarily until we came out in the Spring, when the snow had melted and the ground was soft enough to dig and repair the mail box, which is what we did for any other customer who reported any damages As for the landscape timber that needed repaired, that too was to be repaired when our Spring services were to begain, Mr [redacted] cancelled all services with us prior to that and stated he was going to repair everything himself The personal problems of the snow plow operator were nothing more than babysitting issues that were only a potential issue if he was told to go out during the middle of the night, that never was a problem with Mr [redacted] 's driveway We take pride in our services and our customers, each customer is made aware of our policies when they sign with us We are truly sorry Mr [redacted] was not happy with our services, but we complied with what we stated the services would be and have many happy and satisfied customers

We are very confused by Mr***'s statements. Mr*** said in front of two employees (*** *** ***) that he was retired, neither he or his wife worked and he specifically said he did not care what time of day the snow was removed. This is written in our files that he stated this. Regardless of that, Mr*** is the only customer out of hundreds of snow removal customers that had any complaints about our timeliness. We clearly state that we don't start snow removal until the snow has been completed. Mr*** paid in advance for this service, those who do so know it is paid without themselves or Landscaping knowing what Mother Nature will bring us for the season. Unfortunately, we have no control over when the snow starts or stops. Nor do we have any control over the snow fall amount. We have hundreds of satisfied customers who have a full understanding of our policy for snow removal. This year's snow removal policy was the same for everyone. Again, putting salt down when the weather is below a certain temperature is not only ineffective, but can be dangerous. Once the outside temperature is degrees or less, salt does nothing. In fact, if the snow melts at all from the salt at these temperatures, all it does is create more ice leading to more dangerous conditions. This is explained to all our customers. This winter we had many many days where the temperature was equivalent to degrees or less. Below I am listing phone calls received by Mr***, you will see that the majority of them were made to us mid to late morning, and all but two were answered on the spot by our secretary, ***. These calls are the ones that were only regarding snow removal...11/12/@ 2:p.m- Phone call was answered immediately, Mr*** requested a snow removal estimate.11/17/@ 9:a.m- Phone call was returned on 11/17/at 11:a.m- Questions regarding the estimate were answered.1/6/@ 8:a.m- Phone call was answered immediately, Mr*** called to make sure he was on the snow removal list.1/26/@ 2:p.m- Phone call was answered immediately, Mr*** requested we return a second time to do removal for that day, our employee, ***, went back out and completed Mr***'s request.2/10/@ 10:a.m- Phone call was answered, Mr*** was checking on snow removal.2/14/@ 12:p.m- Phone call was answered, Mr*** wanted to know why we weren't there yet, it was explained to him by ***, our secretary, that the snow was still heavily falling and we would not be there until it was predicted to end. Mr*** was also spoken to and re-iterated this information by our employee, ***, when *** went to do the driveway.2/21/@ 1:p.m. - Phone call was answered immediately, Mr*** wanted to know when we were coming to remove snow. Spoke with *** and called Mr*** back on 2/21/@ 1:p.mand explained to him that the crews had just recently gone out based on the majority of the snowfall being done.2/21/@ 5:- Phone call was answered immediately, Mr*** wanted to know why they weren't there yet. It was explained to him, for the second time that day, the crews had only just gone out a couple hours prior.2/22/- Phone was answered immediately, Mr*** was calling to inform us his mail box had been damaged by the plow truck. It was explained to Mr*** that all damages caused from the plow would be completed once the weather had cleared and the ground had thawed, typically this was not until Spring, but we would still have someone come look at it within a couple of days.2/23/- Spoke with Mr*** at 12:p.mand reassured him he was on the repair list for his mailbox. He informed our secretary, as well as *** and *** in person, that he had temporarily "fixed" the mailbox and we need not worry about it until the weather got better. At this time, no report had yet to have been made by Mr*** regarding a damaged rail road tie.3/5/@ 10:a.m- Phone call was answered immediately. Mr*** very upset snow not plowed yet. Explained, again, the policy for snow removal.3/16/@ 11:a.m- Phone call was answered immediately. Mr*** was calling to discuss the damage to the mailbox and to inform me there was damage to a railroad tie as well. He wanted to discuss these damages with the owner, ***. Message was given to ***. *** spoke in person to Mr*** and Mr*** stated, "don't worry about the mailbox, I will fix it". ?

Continuation of response from 20 Landscaping for 6/1/153/18/15 @ 11:43 a.m. - Phone call was answered immediately, Mr. [redacted] asked when the railroad tie was being fixed.  He was informed, as per the conversation we had with him two days prior (3/16/16 @ 11:00 a.m.) the someone would be out to look at the railroad tie as soon as the snow melted and any needed repairs would be made once Spring arrived.3/24/15 @ 10:42 a.m. - Phone call answered immediately, Mr. [redacted] called again about the mailbox and railroad tie.  Once again, he was informed with the same information, when the snow is gone and the ground has thawed.  After this call [redacted] when out again to look at the railroad tie damage.  The damage to the railroad tie at the time of [redacted]'s inspection was that a chip of the wood had been taken out from the snow plow.  There was no trauma or damage to the stability of the wall, it was a small portion of wood that had a chip in it.  It was not "repairable", but would need to be replaced if that was what Mr. [redacted] wished.  [redacted], the Secretary, and [redacted], the owner both reported to Mr. [redacted] on this day that the repairs would likely be make mid to late April4/6/15 @ 10:59 a.m.  - Mr. [redacted] left a message as to when the repair was going to be made.  This call was not responded to within the 24 business hours due to the Secretary being out for a medical emergency.  This was reported to Mr. [redacted] as to why he wasn't called back immediately.  He appeared to be understanding of the situation.  In addition, the Secretary takes time out of her personal schedule, as we are only open Monday - Friday, 7:30 - 4:30, to answer late night and weekend phone calls to attempt to better service our customers.  The 24 hour response is for business hours.....4/13/15 @ 9:00 a.m. - Message was left by Mr. [redacted] that he wanted to cancel all services since we had not fixed his repairs yet.We have not spoken to Mr. [redacted] since.  We left it that we would repair what needed to be done.  We fulfilled all requirements as we stated according to time frames.  Mr. [redacted] was told on many occasions the same information, which was the repairs would be done in the Spring.  All other repairs made to any damages to other customers were completed by the end of April, with no complaints.  During none of these conversations did Mr. [redacted] state the wall was a hazard.  When we went to look at the wall, there was no hazard except for possible splinters or scratching if an individual were to rub up against this particular section.  While that is something we certainly would consider important to repair, it was not an immediate necessity and fell with the requirements of us doing the repairs in the Spring.  This was, again, stated to Mr. [redacted] frequently.If Mr. [redacted] wants us to take another look at the railroad tie wall or the mailbox we would be more than happy to do so.  As we are sure Mr. [redacted] understands, like our other customers - we can't control nature and it's very difficult to do snow removal and not do minimal damages here and there since the snow blocks everything and we can't see through the snow.  We take pride in our services and we have always repaired any damages in an effective, efficient and professional manner and have never had a problem doing the same for Mr. [redacted].

Here is our response to Mr. [redacted]'s complaint. When Mr. [redacted] signed up with 20 Landscaping for snow removal services, he spoke with the owner of the company.  At that time, Mr. [redacted] stated that he was retired and therefore it did not matter when we came to remove the snow from his...

driveway - he did not need to be out early in the morning for work.  He stated he only cared that it got done.  We follow a schedule and Mr. [redacted] is further down on the list based on his statement regarding he didn't care what time we came.  Snow removal is not something that can be "scheduled" based on the fact that we don't know when exactly it will snow and how much snow we get.  It is our company policy, which is stated to each client, that we do not begin snow removal until the snow is done falling, otherwise it is not useful to our customers.   We do have customers who have us come several times a day, but they pay an extra fee for that service, which Mr. [redacted] was not signed up for.  Mr. [redacted] would call our office number often, asking when we would be there, had we left yet, etc.  It is very difficult to give any more information other than that the crew is out or they haven't even left yet if the snow is still falling.  The secretary does her best to relay the information that she has been provided by the crews.  They are not easily reachable as we don't only just plow, we shovel as well - requiring us to leave the vehicles and therefore be out of reach of communication devices.  In addition, our office hours are 7:30 to 4:30, Monday through Friday.  If Mr. [redacted] did not call during those hours, it would not be uncommon for us not to answer the phone.  Depending on road conditions and the amount of snow, it can take 6 hours one day to remove snow and possibly 16 another day for the same customers.  This is not something we are in control of.  Mr. [redacted] would call often, sometimes several times a day and we did the best we could to answer his questions.  Unfortunately, he was often not satisfied with our answers, which again, were difficult to answer given we don't control the weather or road service.  Most times we would arrive at Mr. [redacted]s house and the driveway would have already been shoveled or been in the process of being shoveled by Mr. [redacted] himself.  Our policy is to salt no matter what the height of the snow is, but we do not salt if it is too cold out, as the salt will not help the conditions.  That was told repeatedly to Mr. [redacted].  We would be more than happy to provide a report of all phone calls made to us by Mr. [redacted] and of our return calls to him.  We would also be happy to provide the temperature and weather conditions for each day we did snow removal, to show that on most days, salt was not advisable.  We were told about the mailbox and we told him we didn't do repairs until Spring, Mr. [redacted] said he understood and told our secretary that he had managed to fix it temporarily until we came out in the Spring, when the snow had melted and the ground was soft enough to dig and repair the mail box, which is what we did for any other customer who reported any damages.  As for the landscape timber that needed repaired, that too was to be repaired when our Spring services were to begain, Mr. [redacted] cancelled all services with us prior to that and stated he was going to repair everything himself.  The personal problems of the snow plow operator were nothing more than babysitting issues that were only a potential issue if he was told to go out during the middle of the night, that never was a problem with Mr. [redacted]'s driveway.   We take pride in our services and our customers, each customer is made aware of our policies when they sign with us.  We are truly sorry Mr. [redacted] was not happy with our services, but we complied with what we stated the services would be and have many happy and satisfied customers.

Martin P. Halpern Complaint # [redacted] 5/29/15   When I got a price for snow removal I did tell the owner, [redacted] that I didn’t need to be first but I did not state that I didn’t care when he did the driveway. I still expected it to be plowed in a timely manner. [redacted] stated that [redacted] the operator lived in the area and it probably would be sooner rather than later. I called the office many times and the call was not returned let alone in 24 hrs. as stated in the message. If I recall the winter did not have any large snow falls, that it would take that much extra to plow all of the customers. I was told that they would salt @ 1.5” I received salt twice and I had to ask [redacted] for it. The mail box was damaged and they did make an attempt to fix it but it fell off the next day, we called the office on 2/21 and they did not call for 2 days. If the mail box is down I do not get mail I guess I could have waited till spring to get my mail. I did tell [redacted] that I fixed it for now and that they did not have to. I did not tell 20 Landscape that they didn’t have to fix the landscape tie that they admit that they damaged the first time that they plowed. I still expect it to be fixed!  I should not have to incur added expense. I was a good customer I always paid my bill for the lawn service often the next day after receiving my monthly invoice I also had a fair size mulch job that I paid promptly. I do not believe that I got the salt or plowing that [redacted] implied, as far as the phone and temp.  records I also have records of when I called the office and when [redacted] called back, and the call I got late at night from the office cell phone. I cancelled the lawn service because I was not satisfied with the winter service. I got the lawn and plowing service for medical reasons but I ended up clearing the driveway more than 20 Landscape. I still think that I should receive a partial refund for lack of timely service and that they fix the damaged tie that they admit they damaged, as soon as possible because it is pointed edge side up and is a hazard . I filed the original complaint on 4/18 and the timely response was on 5/28.   Martin P. Halpern

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Review: after using 20 Landscaping for lawn service, we signed up and paid for a snow removal for the entire winter. crew did not arrive in a timely manner. phone calls were met with they are out(if they were answered at all). was told that anything over an inch and a half would be salted or plowed. when they did come(5 times) we had to ask for salt. incurred damage to mailbox and landscape timber. called numerous times,but wasn't fixed. the owner [redacted] for mulch and said he was aware of the personal problems of the snow plow operator and our numerous calls to the office. He offered 5 freesnow plowings, Changed this to free until Jan. 1st. since they never came during those 2 months or much of the winter, this was not an option for us. Even though we paid for snow removal, we ended up clearing our driveway most of the time this past winter. (we hired them because of health problems and should not have been doing the driveway)Desired Settlement: fix damage and partial cash refund

Business

Response:

Here is our response to Mr. [redacted]'s complaint. When Mr. [redacted] signed up with 20 Landscaping for snow removal services, he spoke with the owner of the company. At that time, Mr. [redacted] stated that he was retired and therefore it did not matter when we came to remove the snow from his driveway - he did not need to be out early in the morning for work. He stated he only cared that it got done. We follow a schedule and Mr. [redacted] is further down on the list based on his statement regarding he didn't care what time we came. Snow removal is not something that can be "scheduled" based on the fact that we don't know when exactly it will snow and how much snow we get. It is our company policy, which is stated to each client, that we do not begin snow removal until the snow is done falling, otherwise it is not useful to our customers. We do have customers who have us come several times a day, but they pay an extra fee for that service, which Mr. [redacted] was not signed up for. Mr. [redacted] would call our office number often, asking when we would be there, had we left yet, etc. It is very difficult to give any more information other than that the crew is out or they haven't even left yet if the snow is still falling. The secretary does her best to relay the information that she has been provided by the crews. They are not easily reachable as we don't only just plow, we shovel as well - requiring us to leave the vehicles and therefore be out of reach of communication devices. In addition, our office hours are 7:30 to 4:30, Monday through Friday. If Mr. [redacted] did not call during those hours, it would not be uncommon for us not to answer the phone. Depending on road conditions and the amount of snow, it can take 6 hours one day to remove snow and possibly 16 another day for the same customers. This is not something we are in control of. Mr. [redacted] would call often, sometimes several times a day and we did the best we could to answer his questions. Unfortunately, he was often not satisfied with our answers, which again, were difficult to answer given we don't control the weather or road service. Most times we would arrive at Mr. [redacted]s house and the driveway would have already been shoveled or been in the process of being shoveled by Mr. [redacted] himself. Our policy is to salt no matter what the height of the snow is, but we do not salt if it is too cold out, as the salt will not help the conditions. That was told repeatedly to Mr. [redacted]. We would be more than happy to provide a report of all phone calls made to us by Mr. [redacted] and of our return calls to him. We would also be happy to provide the temperature and weather conditions for each day we did snow removal, to show that on most days, salt was not advisable. We were told about the mailbox and we told him we didn't do repairs until Spring, Mr. [redacted] said he understood and told our secretary that he had managed to fix it temporarily until we came out in the Spring, when the snow had melted and the ground was soft enough to dig and repair the mail box, which is what we did for any other customer who reported any damages. As for the landscape timber that needed repaired, that too was to be repaired when our Spring services were to begain, Mr. [redacted] cancelled all services with us prior to that and stated he was going to repair everything himself. The personal problems of the snow plow operator were nothing more than babysitting issues that were only a potential issue if he was told to go out during the middle of the night, that never was a problem with Mr. [redacted]'s driveway. We take pride in our services and our customers, each customer is made aware of our policies when they sign with us. We are truly sorry Mr. [redacted] was not happy with our services, but we complied with what we stated the services would be and have many happy and satisfied customers.

Consumer

Response:

Martin P. Halpern Complaint # [redacted] 5/29/15 When I got a price for snow removal I did tell the owner, [redacted] that I didn’t need to be first but I did not state that I didn’t care when he did the driveway. I still expected it to be plowed in a timely manner. [redacted] stated that [redacted] the operator lived in the area and it probably would be sooner rather than later. I called the office many times and the call was not returned let alone in 24 hrs. as stated in the message. If I recall the winter did not have any large snow falls, that it would take that much extra to plow all of the customers. I was told that they would salt @ 1.5” I received salt twice and I had to ask [redacted] for it. The mail box was damaged and they did make an attempt to fix it but it fell off the next day, we called the office on 2/21 and they did not call for 2 days. If the mail box is down I do not get mail I guess I could have waited till spring to get my mail. I did tell [redacted] that I fixed it for now and that they did not have to. I did not tell 20 Landscape that they didn’t have to fix the landscape tie that they admit that they damaged the first time that they plowed. I still expect it to be fixed! I should not have to incur added expense. I was a good customer I always paid my bill for the lawn service often the next day after receiving my monthly invoice I also had a fair size mulch job that I paid promptly. I do not believe that I got the salt or plowing that [redacted] implied, as far as the phone and temp. records I also have records of when I called the office and when [redacted] called back, and the call I got late at night from the office cell phone. I cancelled the lawn service because I was not satisfied with the winter service. I got the lawn and plowing service for medical reasons but I ended up clearing the driveway more than 20 Landscape. I still think that I should receive a partial refund for lack of timely service and that they fix the damaged tie that they admit they damaged, as soon as possible because it is pointed edge side up and is a hazard . I filed the original complaint on 4/18 and the timely response was on 5/28. Martin P. Halpern

Business

Response:

We are very confused by Mr. [redacted]'s statements. Mr. [redacted] said in front of two employees ([redacted]) that he was retired, neither he or his wife worked and he specifically said he did not care what time of day the snow was removed. This is written in our files that he stated this. Regardless of that, Mr. [redacted] is the only customer out of hundreds of snow removal customers that had any complaints about our timeliness. We clearly state that we don't start snow removal until the snow has been completed. Mr. [redacted] paid in advance for this service, those who do so know it is paid without themselves or 20 Landscaping knowing what Mother Nature will bring us for the season. Unfortunately, we have no control over when the snow starts or stops. Nor do we have any control over the snow fall amount. We have hundreds of satisfied customers who have a full understanding of our policy for snow removal. This year's snow removal policy was the same for everyone. Again, putting salt down when the weather is below a certain temperature is not only ineffective, but can be dangerous. Once the outside temperature is 10 degrees or less, salt does nothing. In fact, if the snow melts at all from the salt at these temperatures, all it does is create more ice leading to more dangerous conditions. This is explained to all our customers. This winter we had many many days where the temperature was equivalent to 10 degrees or less. Below I am listing phone calls received by Mr. [redacted], you will see that the majority of them were made to us mid to late morning, and all but two were answered on the spot by our secretary, [redacted]. These calls are the ones that were only regarding snow removal...11/12/14 @ 2:14 p.m. - Phone call was answered immediately, Mr. [redacted] requested a snow removal estimate.11/17/14 @ 9:44 a.m. - Phone call was returned on 11/17/14 at 11:09 a.m. - Questions regarding the estimate were answered.1/6/15 @ 8:58 a.m. - Phone call was answered immediately, Mr. [redacted] called to make sure he was on the snow removal list.1/26/15 @ 2:03 p.m. - Phone call was answered immediately, Mr. [redacted] requested we return a second time to do removal for that day, our employee, [redacted], went back out and completed Mr. [redacted]'s request.2/10/15 @ 10:32 a.m. - Phone call was answered, Mr. [redacted] was checking on snow removal.2/14/15 @ 12:22 p.m. - Phone call was answered, Mr. [redacted] wanted to know why we weren't there yet, it was explained to him by [redacted], our secretary, that the snow was still heavily falling and we would not be there until it was predicted to end. Mr. [redacted] was also spoken to and re-iterated this information by our employee, [redacted], when [redacted] went to do the driveway.2/21/15 @ 1:00 p.m. - Phone call was answered immediately, Mr. [redacted] wanted to know when we were coming to remove snow. Spoke with [redacted] and called Mr. [redacted] back on 2/21/15 @ 1:14 p.m. and explained to him that the crews had just recently gone out based on the majority of the snowfall being done.2/21/15 @ 5:17 - Phone call was answered immediately, Mr. [redacted] wanted to know why they weren't there yet. It was explained to him, for the second time that day, the crews had only just gone out a couple hours prior.2/22/15 - Phone was answered immediately, Mr. [redacted] was calling to inform us his mail box had been damaged by the plow truck. It was explained to Mr. [redacted] that all damages caused from the plow would be completed once the weather had cleared and the ground had thawed, typically this was not until Spring, but we would still have someone come look at it within a couple of days.2/23/15 - Spoke with Mr. [redacted] at 12:24 p.m. and reassured him he was on the repair list for his mailbox. He informed our secretary, as well as [redacted] and [redacted] in person, that he had temporarily "fixed" the mailbox and we need not worry about it until the weather got better. At this time, no report had yet to have been made by Mr. [redacted] regarding a damaged rail road tie.3/5/15 @ 10:30 a.m. - Phone call was answered immediately. Mr. [redacted] very upset snow not plowed yet. Explained, again, the policy for snow removal.3/16/15 @ 11:00 a.m. - Phone call was answered immediately. Mr. [redacted] was calling to discuss the damage to the mailbox and to inform me there was damage to a railroad tie as well. He wanted to discuss these damages with the owner, [redacted]. Message was given to [redacted] spoke in person to Mr. [redacted] and Mr. [redacted] stated, "don't worry about the mailbox, I will fix it". ?

Business

Response:

Continuation of response from 20 Landscaping for 6/1/153/18/15 @ 11:43 a.m. - Phone call was answered immediately, Mr. [redacted] asked when the railroad tie was being fixed. He was informed, as per the conversation we had with him two days prior (3/16/16 @ 11:00 a.m.) the someone would be out to look at the railroad tie as soon as the snow melted and any needed repairs would be made once Spring arrived.3/24/15 @ 10:42 a.m. - Phone call answered immediately, Mr. [redacted] called again about the mailbox and railroad tie. Once again, he was informed with the same information, when the snow is gone and the ground has thawed. After this call [redacted] when out again to look at the railroad tie damage. The damage to the railroad tie at the time of [redacted]'s inspection was that a chip of the wood had been taken out from the snow plow. There was no trauma or damage to the stability of the wall, it was a small portion of wood that had a chip in it. It was not "repairable", but would need to be replaced if that was what Mr. [redacted] wished. [redacted], the Secretary, and [redacted], the owner both reported to Mr. [redacted] on this day that the repairs would likely be make mid to late April4/6/15 @ 10:59 a.m. - Mr. [redacted] left a message as to when the repair was going to be made. This call was not responded to within the 24 business hours due to the Secretary being out for a medical emergency. This was reported to Mr. [redacted] as to why he wasn't called back immediately. He appeared to be understanding of the situation. In addition, the Secretary takes time out of her personal schedule, as we are only open Monday - Friday, 7:30 - 4:30, to answer late night and weekend phone calls to attempt to better service our customers. The 24 hour response is for business hours.....4/13/15 @ 9:00 a.m. - Message was left by Mr. [redacted] that he wanted to cancel all services since we had not fixed his repairs yet.We have not spoken to Mr. [redacted] since. We left it that we would repair what needed to be done. We fulfilled all requirements as we stated according to time frames. Mr. [redacted] was told on many occasions the same information, which was the repairs would be done in the Spring. All other repairs made to any damages to other customers were completed by the end of April, with no complaints. During none of these conversations did Mr. [redacted] state the wall was a hazard. When we went to look at the wall, there was no hazard except for possible splinters or scratching if an individual were to rub up against this particular section. While that is something we certainly would consider important to repair, it was not an immediate necessity and fell with the requirements of us doing the repairs in the Spring. This was, again, stated to Mr. [redacted] frequently.If Mr. [redacted] wants us to take another look at the railroad tie wall or the mailbox we would be more than happy to do so. As we are sure Mr. [redacted] understands, like our other customers - we can't control nature and it's very difficult to do snow removal and not do minimal damages here and there since the snow blocks everything and we can't see through the snow. We take pride in our services and we have always repaired any damages in an effective, efficient and professional manner and have never had a problem doing the same for Mr. [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,