D Dee Landscape

Review: The owner, [redacted], has exhibited possibly the worst customer service we have come across. He had repeatedly promised us follow-up in regards to instructing us about our new landscape and irrigation timer system but had failed to deliver. He had even set up a date with us to meet to discuss and never showed up (my husband took a day off of work to meet him which made it even more frustrating). After his failed meet up we attempted to contact him various times via phone calls, text messages, email and even calling his main office (his secretary even promised to have him call us back but that was over two weeks ago and still no call). We feel once he got his final payment from us he felt he had no need to do any follow-through. His lack of professionalism regarding customer service is inexcusable.Desired Settlement: We want an explanation on his lack of follow through and blatant ignoring of our attempts to reach him. We no longer want to see his face in person and would appreciate he provide us an email explanation on how to use our new irrigation system to water the landscape he put in (as he promised over an over but never delivered on)

Business

Response:

January 21, 2014

RE: ID #[redacted]

Atten: [redacted]

Response to customer statement.

My client seems to be upset regarding ongoing maintenance issues.

I have made no promises to “follow up” with ongoing or additional landscape maintenance instructions, nor did I ever arrange for my client to take the day off of work so I could provide maintenance instruction. I company does not perform landscape maintenance.

Background:

This project was a very small renovation to an existing landscape. The control clock my client refers to is my client’s existing irrigation control clock. I did not supply, install, repair, or alter the existing irrigation control clock.

We installed a drip system for a front yard succulent garden, and irrigation for a small turf area in the rear yard.

1. The control clock was properly programmed upon completion of the job.

2. My client was given an orientation regarding the use of “his” existing control clock

3. My client did not have a users manual for “his” control clock, so I directed client to download a PDF users manual from the clock manufacturers website.

a. NOTE: This is a simple very basic little 6 station clock. I left my client with an initial orientation, plus my client’s past experience with this clock, and the link to a users manual.

4. The control clock needed one adjustment on the new turf valve after the 2 week establishment period, and then “forever” ongoing adjustments to address seasons, weather conditions, maturing and /or new plants, ect. The drip system needed no immediate adjustment as it was left watering once per week, but will require adjustments for seasons, weather, plant maturity, ect..

5. My client was directed to locate a competent landscape maintenance company to provide ongoing maintenance for the new landscape.

6. My client was given these instructions AND signed off the orientation requirement of my contract. (see attachment this email).

The owner, [redacted], has exhibited possibly the worst customer service we have come across. He had repeatedly promised us follow-up in regards to instructing us about our new landscape and irrigation timer system but had failed to deliver. He had even set up a date with us to meet to discuss and never showed up (my husband took a day off of work to meet him which made it even more frustrating). After his failed meet up we attempted to contact him various times via phone calls, text messages, email and even calling his main office (his secretary even promised to have him call us back but that was over two weeks ago and still no call). We feel once he got his final payment from us he felt he had no need to do any follow-through. His lack of professionalism regarding customer service is inexcusable.