B & J Video Systems

Dear *** ***,We are in receipt of the Customer Complaint referenced by the
case number: ***Please accept this letter as our response.We are including/attaching the landscape proposal offered to
** *** as part of our responsePlease note that our warranty is included in
our proposalI
have copied and pasted it below for your reviewWarranty: we will replace any place one time that dies
within one year of the date of plantingWe are not obligated to replace any
plant that dies as a result of drought, freezing, vandalism, theft, neglect or
wildlife damageFailure to pay your account according to terms voids any
warrantyTransplant, replacements, annuals, and sod carry no warranty.Please notice that in our warranty: if the plantings are
neglected, i.e, not watered properly by the homeowner, the warranty is not in
effectAlso it is specifically stated that replaces carry no warranty.Plants and trees are living items that are affected by many
variables…weather conditions and proper watering are very importantOver watering
can be just as detrimental as under watering to the survival of the plant or
treeWe encourage our customers to monitor the health of the plant materials
especially in the initial year of planting.James River Nurseries has been in the landscaping business
since We are will known in the Richmond Metro area as one of the top
landscaping companiesPlease visit our web-site*** to view many of the wonderful
projects we have installed and are very proud ofA big part of our success is
a result of developing relationships with our customersWe take pride to
assure our customers are satisfied with the work we perform.In ** *** *** case, *** *** was very aware of ** ***
concernsDoug went out for the initial site view to design the *** landscape
During installation *** again visited the job site to make sure the plant
material was placed and installed properlyDoug also informed Mike H*** out
President as well as other members of our staff on the details of the issues in
the projectIt is our practice that when a customer is unhappy…it is discussed
with other members of our team to produce a solution to resolve issues.Doug has been an employee of James River Nurseries since
August 10, He has received many pay increases and a promotion as rewards
for the outstanding customer service and feedback received from many of our customer
** *** case is the only complaint James River Nurseries has had on our
history with the Revdex.comWe have been a member at least since
2001, maybe longerWe, of course, have customer complaints but in 99% of the cases….we
have worked with our customer and resolved the issueUnfortunately this is the
1% type customer.** *** original trees that died were replaced as stated in
our (Our Year) warrantyAfter the replacement trees died, Doug offered to
replace those trees at our costDoug did not offer to give out free material
as it is specifically stated in our warranty that replacements are not under
warranty** *** expectations for James River Nurseries to warranty our
replacement trees are outside of our business practice.At this time we will offer the following as a compromise to
** *** request for Settlement.We will install the (3) 8-10’ *** tree from the original design
at a cost of $Please note that of the trees is at no chargeThis offer
must be accepted in writing within days of this letter and the installation
will be performed within a month period after acceptanceThere is no
warranty offered on these trees.Sincerely,Philip S ***