Aloha Gardening, Inc.

Good morning ***, My name is *** ***, I am the Operations Manager for Aloha Gardening, I am writing in response to a letter we received regarding complaint ***. I am in fact the manager that spoke with the customer regarding the matter. The customer did call our office
this Spring and ask that we compensate him for an irrigation repair bill that was submitted to him by another landscape company. I did state to him that if he had called us we would have resolved the matter ourselves. In no way, shape, or form did I admit to any fault on our part, I simply stated if he felt that we were responsible it would have been nice to have this conversation with him before he hired another company. As you are probably aware, the snow season kicked off a month early! We had a record snowfall on November 13, preceded and proceeded by record lows. It was amazing that we were even able to winterize the customer’s sprinkler system as most systems were frozen by November 1. We are typically able to continue winterizations through most of November, this provides ample time to complete all requests for this service. I do have record of the customer calling to request a winterization on 10/27/14. We printed the work order on 11/10/and completed the service on 11/13/14. During the service, my technician did show the customer that they were going to need to repair part of their sprinkler system as it had frozen broke due to the freezing temperatures. We do not automatically schedule these types of repairs, but do ask that the client call us when they would like us to come out and provide this type of service. We also do not guarantee timing on winterizations as we have no control of the weather, but we did try our best to service this customer as quickly as possible! I do have more records of communication with the client after the winterization service. On 12/8/14, the customer called and asked for an estimate for fall cleanup. My office staff spoke with the customer, for whatever reason he did not request us to perform the fall cleanup service. On 3/6/15, the customer called and asked that we perform a spring cleanup. This service was completed on 3/6/15. We also took down their holiday lights on 1/14/15. We also mowed their lawn a few times this Spring. After the spring cleanup request, we have no record of any communication from the client about a sprinkler issue from the season. Had this communication reached me, I would have worked out the repair with the client. All our work is under full warranty, if we fail to winterize a system properly we make the repair at no charge. In this case, the leak was of no fault of our own. Sorry for the lengthy e-mail, however, I think it is important that you understand that we take all customer concerns very seriously, this is why I stated to the customer that it would have been nice to have him reach out to us before he hired a 2nd company. We resolve all customer concerns promptly and professionally, in this case the customer’s concern was never communicated to us! Thank you for your time, please let me know how else I can help J Best regards,
*** *** *** *** **
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This responses is not unexpected. To clarify, (1) We tried to have Aloha repair our system when they failed to show in the Spring. When we called Aloha they put us out two weeks and to allow such time to elapse would have damaged our lawn further than it was. (2) Based on the response given, Aloha would have you believe the miscommunications in their offices and workers is 100% the responsibilities of their clients who suffer the financial and property loss consequencesI feel otherwise I think to add any further response hurts my defense and will pursue it in such forums Thanks for all your efforts. It is much appreciated!
Regards,
*** ***