I am responding to Ms***’s concern regarding service work done to her pond and her concerns regarding the scheduling of the appointment and communication concernsLet me begin by saying we appreciate Ms***s concern and her frustrations with the appointmentAs a year veteran of the landscaping industry I have to say, scheduling is by far the most challenging part of the businessI am aware that there was a scheduled time to meet and look at the pond on May 13thI was not aware that the ***s were wanting to be there and discuss the items [redacted] mentionedThat was likely a communication problem on our endIn May we serviced in excess of ponds and as much as we try to achieve excellence and address every concern, we fail sometimesThis is an area that we constantly work to improveWe 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***They contacted me when they arrived and informed me that the liner was exposed around all edges as Ms [redacted] statedThey performed the 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 havingPrior to visiting Ms***s home we had several calls for “leaky ponds” and realized that it was simply more evaporation than for that time of year given the weather conditions at that timeThe men then left the property and headed in for the dayWe have a set service call fee, as many companies do, and that was what generated the invoiceWe 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 years and wish the same for Ms***We also agree with [redacted] ’s desired outcome that we may simply not be a good fit for her needsWe 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
I am responding to Ms***’s concern regarding service work done to her pond and her concerns regarding the scheduling of the appointment and communication concernsLet me begin by saying we appreciate Ms***s concern and her frustrations with the appointmentAs a year veteran of the landscaping industry I have to say, scheduling is by far the most challenging part of the businessI am aware that there was a scheduled time to meet and look at the pond on May 13thI was not aware that the ***s were wanting to be there and discuss the items [redacted] mentionedThat was likely a communication problem on our endIn May we serviced in excess of ponds and as much as we try to achieve excellence and address every concern, we fail sometimesThis is an area that we constantly work to improveWe 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***They contacted me when they arrived and informed me that the liner was exposed around all edges as Ms [redacted] statedThey performed the 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 havingPrior to visiting Ms***s home we had several calls for “leaky ponds” and realized that it was simply more evaporation than for that time of year given the weather conditions at that timeThe men then left the property and headed in for the dayWe have a set service call fee, as many companies do, and that was what generated the invoiceWe 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 years and wish the same for Ms***We also agree with [redacted] ’s desired outcome that we may simply not be a good fit for her needsWe 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