C.E. Pontz & Sons

I am responding to Ms. [redacted]’s  concern regarding service work done to her pond and her concerns regarding the scheduling of the appointment and communication concerns. Let me begin by saying we appreciate Ms. [redacted]s concern and her frustrations with the appointment. As a 20 year veteran of...

the landscaping industry I have to say, scheduling is by far the most challenging part of the business. I am aware that there was a scheduled time to meet and look at the pond on May 13th. I was not aware that the [redacted]s were wanting to be there and discuss the items [redacted] mentioned. That was likely a communication problem on our end. In May we serviced in excess of 150 ponds and as much as we try to achieve excellence and address every concern, we fail sometimes. This is an area that we constantly work to improve. We had two gentlemen working near the [redacted] property on the 12th of May and they finished a project early so I simply asked them to stop in and put eyes on the pond to see if they saw anything that could be repaired and correct the problem for Ms. [redacted]. They contacted me when they arrived and informed me that the liner was exposed around all edges as Ms. [redacted] stated. They performed the normal diagnostic checks and felt that the pond was holding water and that the water loss was likely due to evaporation from the dry spring we were having. Prior to visiting Ms. [redacted]s home we had several calls for “leaky ponds” and realized that it was simply more evaporation than normal for that time of year given the weather conditions at that time. The men then left the property and headed in for the day. We have a set service call fee, as many companies do, and that was what generated the invoice. We wish for all of our clients to be satisfied with our response to their requests and have been able to do so for many clients for over 80 years and wish the same for Ms. [redacted]. We also agree with [redacted]’s desired outcome that we may simply not be a good fit for her needs. We have removed her charge for this invoice and would agree that she may want to contact another firm to do business with in the future.