Clearcut Lawn Solutions, LLC

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Clearcut Lawn Solutions Company Contact: [redacted] Company Phone: [redacted] Company Email: ***@clearcutlawn.com Person Who Sent the Complaint: [redacted] Staff Member: Response: The project began on Friday, July The project was completed on August During those 1/weeks [redacted] added one retaining wall to the back left corner of the house, separate cobblestone borders to other areas of his landscape to a total of linear feet, an additional landscape bed in front of his house, expanded the proposed area of the "rock area in the yard", changed specs to the original proposal after those tasks were complete (he had us remove the rock from inside the landscape bed/retaining wall areas after installation because his wife called it a "rock quarry"), and added more extensive sod installation to his back yardHe tallied up $3,in additional charges and refused to pay for half of them, but we settled on $if he would agree to pay in total while I was there (when I was "quick to pick up a check")He was difficult to deal with throughout the projectHe was unclear of the design or scope of work from day #1, even though we went through drafts of the project before the deposit was paidDuring the work he (tried to) play our office manager, the supervisor heading the project, and myself off of each otherHe called our office in the middle of the project one day when we weren't able to come out due to weather and wanted to cancel the because he wasn't happy with our progressHe told our office manager "***'s gonna owe me a lot of money"When I met him the next morning to discuss our options it was like he had never told the office he wanted to cancelHe just again complained and said we were "moving at a snails pace" but he wanted to complete the workThat morning I honestly considered walking off the project but feared what would happen if we didOn the day I picked up the check, I had originally gone out there to review the added services and the added costs they incurredAfter an hour of "debate" and I had the check in my possession he pointed to the corner of his cracked driveway and claimed we did that - no mention of it was ever made during the time we were thereIt was already cracked/chipped when we got thereI knew this was just one more thing he wanted to complain aboutBecause I was so mentally exhausted I told him I don't think we cracked it, but I'll patch it for you in house when I can get to itAfter that he called, texted, etcand we kept telling him we would get there, but it would still be some timeAfter about another week he texted me asking for my insurance agents name and number; information he was not going to getDealing with Mr [redacted] has been the most unpleasant experience of the year for meThe bottom line is I'm still willing to patch the driveway in house, but I'm not willing to look at him or speak to him ever again Sent on: 11/25/8:52:AM

Revdex.com, I have reviewed Mr***'s response and will offer mine below and address the claims accordingly To the claim made I never had a meeting with employees, there was no scope of work, etcis simply false There is no possible way to construct a project of this magnitude without careful planning During excavation for walls, we [redacted] out the general area with a line of pain as a reference point which is not necessary in regard to the final product I was there the first day of digging The $wall in question for drainage was eliminated from one of the original draft in an effort to save money [redacted] added it back to plan when I was not on site (thinking he would not be charged, I can only assume) The rock still in question was exactly what was specified in the original and final proposal - it never changed As for the wall block left for them as a sample before the project started, they selected the block and knew exactly what they were gettingAs for the lawn and mowing services (why is this even coming up?something else to complain about?), [redacted] is not our only customer and we have a route and a schedule to follow No one gets bumped on the schedule unless there is an emergency Weather dictates this schedule completely His landscape work was completed by another company because he forgot it was removed from the contract to save cost My landscape supervisor can verify this [redacted] Nursery did a great job on this project too We brought our trucks onto the driveway when they were home [redacted] refused to pay for potions of his added services, so if he really has no problem for paying for anything added I'd like a check for $(the amount less the added costs he did pay) There were no damaged plants, the overlay of the cap stones looks great, and this project oozes with detail and direction while under constant pressure and fear of a customer who changes their mind every ten seconds and never understood the project to begin with People are asking who did the work? I'm not surprised It looks incredible! The final invoice (with the dumping fees and equipment charges) is simply a breakdown of the entire project [redacted] was not billed one cent over the contract on said invoice The additional services added were completely separate Soafter all that said, I'm still willing to repair the concrete in house Regards, [redacted] Clearcut Lawn Solutions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. *** the owner never had a meeting with any of the employees no one had a scope of work prior to commencement of the project as a matter of fact he showed up one week prior and partially ***ed the wall boundary (wrong angles and ran out of paint) in areas that were not discussed, those had to be redone after they had started, there was no manager on site the first day of diggingHis project manager *** made many of his decisions to complete the drainage issues they assured us they could fix it which is where the additional wall came from ($940) that was not discussed with usThe material used for the rear landscape near the house was to be river rock they used one that was too large to plant in and rather than complete it (only 50% done) stopped and moved to the other area where is was to be putIn the original bid no details were specified and in the final bill many additions were added such as equipment fees and others not done were not creditedWe were being billed $per foot to lay a stone another company had prepared the surface forThe walls were tired and rather than use the correct block they used hollow ones that are open ended and left the end caps hanging over cavities when told this isn't going to work they stack rocks in front of the holes at each level those have since been removedOur issue with the staff was you didn't know who, how many or if anyone was going to show we were told on more than one occasion they were sent to other jobs, some were sick, one had a tooth ache and one had sick relativesWe had demanded *** a least show up to inspect the workWe had also contracted them to due fertilization and mowing (calls to put down fertilizer and the mowers never showed) we cancelled those servicesI was very agitated when I called *** and apologized to her as it was not her issue *** couldn't get his act straight however when I left the house I left the door open (AC and RR) and beverages available to his employees as it was hot and humidSo if he has a problem that is his problem not mineWhen we weren't here they would bring their trucks onto the driveways which have not been down a year (HomeArama house) busting up the entrances, this was pointed out to *** the day he was paid and he said they would fix it*** his office manager called to schedule repairs but said they had to delay a week due to weather we never heard back again and they now screen callsThe reference to cost was from repair to replace as the damage has grown over timeWhile we have no issues paying for any thing added I do when their employees took it upon themselves to make those changes and the company refuses to repair damages doneWhat was a small repair has become a bigger job by ignoring what he acknowledged that day We had another company finish the landscaping it took day and we had to add more top soil, replace damaged plants, add mulch and add the correct rockWe have been asked who installed the wall but decline to provide that information, the foundation of construction seems to be fine but the finish (capping is off ) and the scope of work lacked detail and direction, the detail invoice we requested had dumping fees and equipment charges something we would never had agreed toWhen asked about signing the contract he said he didn't think it was needed and no updated plan was offered
Regards,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
His crew were the ones who told me they had no plans or instructions other than dig on the lines that were incomplete and misleded, *** his project manager was not here the first day (he also had no plans) the lines were incorrect something *** had been about notified the week priorIf there are plans to this job I had not seen them, we did however have an original that was disgarded over costs no new ones were updated or provided*** and I had more than one discussion over the scope that he would have to go back to *** a find out what was to be doneWe did pick the color of the block but at no time were we told there are no end caps (not cover but ends) ***'s fix was to stack rocks over the holes a poor idea we have others working on a fixWe looked around the area this is not standard practice all are sealed on the ends as well as cappedIf *** had done what we ask (show up) much of this would have been avoidedAs for using the drive way that was not possible as I own a Fthat is parked there, they had pulled up when I was awayWhen he was here during the sodding process they parked in the streetDuring the spring we had told *** that the way to get to the back with no damage was from the street behind us (empty lots and a path but by delaying the job for so long that option went away as another house was startedThe bill: if we had not said anything his bill had everything material and labor on work not done it was amazing how cheap mulch was and how fast they could lay it when he had to issue creditThere was only one Japanese bush that should have been saved but digging it out laying it against a wall and watering for a week doesn't work that was $to replace, irrigation wiring was cut we had to pay to repair thatWhen it was all said and done *** was paid all but $(material and labor credits) he promised to repair the drive way damages had his coordinator schedule it and again no showed I assume at his direction the same with *** not returning to spray for weeds in the rock (he said there was no weed control put down)His staff should not make commitments that they will not stand behind, what if the wall fell, Is this the response to be expected*** has done work for us for over years if we complain that much why would you want this job? His scheduling of services represented a month time frame to get work done you had to call *** not ask *** the invoices were stating to that we had prior treatments when they hadn't even startedWe are contacting other sources to do a proper concrete repair as time has taken over the patch has grown to more of a professional fix

Clearcut Lawn Solutions did come out and corrected all the problems listed in my complaintAs of this date, I am very satisfied with their work to resolve my issues.*** ***r

Business Response to a Complaint
Complaint ID#:
[redacted]
Company Name:
Clearcut Lawn Solutions
Company Contact:
[redacted]
Company Phone:
5[redacted]
Company Email:
[redacted]@clearcutlawn.com
Person Who Sent the Complaint:
[redacted]
Staff...

Member:
Response:
The project began on Friday, July 24. The project was completed on August 18. During those 3 1/2 weeks [redacted] added one retaining wall to the back left corner of the house, 3 separate cobblestone borders to other areas of his landscape to a total of 86 linear feet, an additional landscape bed in front of his house, expanded the proposed area of the "rock area in the yard", changed specs to the original proposal after those tasks were complete (he had us remove the rock from inside the landscape bed/retaining wall areas after installation because his wife called it a "rock quarry"), and added more extensive sod installation to his back yard... He tallied up $3,000 in additional charges and refused to pay for half of them, but we settled on $2500 if he would agree to pay in total while I was there (when I was "quick to pick up a check"). He was difficult to deal with throughout the project. He was unclear of the design or scope of work from day #1, even though we went through 4 drafts of the project before the deposit was paid. During the work he (tried to) play our office manager, the supervisor heading the project, and myself off of each other. He called our office in the middle of the project one day when we weren't able to come out due to weather and wanted to cancel the because he wasn't happy with our progress. He told our office manager "[redacted]'s gonna owe me a lot of money". When I met him the next morning to discuss our options it was like he had never told the office he wanted to cancel. He just again complained and said we were "moving at a snails pace" but he wanted to complete the work. That morning I honestly considered walking off the project but feared what would happen if we did. On the day I picked up the check, I had originally gone out there to review the added services and the added costs they incurred. After an hour of "debate" and I had the check in my possession he pointed to the corner of his cracked driveway and claimed we did that - no mention of it was ever made during the time we were there. It was already cracked/chipped when we got there. I knew this was just one more thing he wanted to complain about. Because I was so mentally exhausted I told him I don't think we cracked it, but I'll patch it for you in house when I can get to it. After that he called, texted, etc. and we kept telling him we would get there, but it would still be some time. After about another week he texted me asking for my insurance agents name and number; information he was not going to get. Dealing with Mr. [redacted] has been the most unpleasant experience of the year for me. The bottom line is I'm still willing to patch the driveway in house, but I'm not willing to look at him or speak to him ever again.
Sent on: 11/25/2015 8:52:47 AM

Revdex.com,
I have reviewed Mr. [redacted]'s response and will offer mine below and address the claims accordingly.
To the claim made I never had a meeting with employees, there was no scope of work, etc. is simply false.  There is no possible way to construct a project of this magnitude without careful planning.  During excavation for walls, we [redacted] out the general area with a line of pain as a reference point which is not necessary in regard to the final product.  I was there the first day of digging.  The $940 wall in question for drainage was eliminated from one of the original draft in an effort to save money.  [redacted] added it back to plan when I was not on site (thinking he would not be charged, I can only assume).  The rock still in question was exactly what was specified in the original and final proposal - it never changed.  As for the wall block left for them as a sample before the project started, they selected the block and knew exactly what they were getting. As for the lawn and mowing services (why is this even coming up?... something else to complain about?), [redacted] is not our only customer and we have a route and a schedule to follow.  No one gets bumped on the schedule unless there is an emergency.  Weather dictates this schedule completely.  His landscape work was completed by another company because he forgot it was removed from the contract to save cost.  My landscape supervisor can verify this.  [redacted] Nursery did a great job on this project too.  We brought our trucks onto the driveway when they were home. [redacted] refused to pay for potions of his added services, so if he really has no problem for paying for anything added I'd like a check for $500 (the amount less the added costs he did pay).  There were no damaged plants, the overlay of the cap stones looks great, and this project oozes with detail and direction while under constant pressure and fear of a customer who changes their mind every ten seconds and never understood the project to begin with.  People are asking who did the work?  I'm not surprised.  It looks incredible!  The final invoice (with the dumping fees and equipment charges) is simply a breakdown of the entire project.  [redacted] was not billed one cent over the contract on said invoice.  The additional services added were completely separate.  
So... after all that said, I'm still willing to repair the concrete in house.
Regards,
[redacted]
Clearcut Lawn Solutions