Dale's Landscape Maintenance, Inc.

Third time in the last 2 years the service has not showed up when requested:

(1) February 2014, I called to schedule basic yard cleanup and was told they would come by for a quote and to schedule time. They never showed; I used another service who happened to come by the following week.
(2) September 2014, I had Dale’s Landscape Maintenance (DLM) on site for advice on what to do with my backyard grass situation – seeding, or re-turfing? (of which they have done for me twice in the past). I was told the grass should come back in the bare areas and winter seeding (in October) would help. I then asked to be scheduled for winter seeding (I was also offered, at the time, to have my front yard cleaned up and agreed). They said they would call me to schedule the seeding. I watched as he wrote something down on a notepad and asked how they remember so many customer appts., do they not use a scheduling service or iPad-type device? I told them they forgot me in February. I was told they've always done it manually and it’s always worked for them, they don’t need iPads etc. I was never called for scheduling; by the time I remembered it was November and too late for seeding. I had always had pretty good service in the past from DTM with the exception of one forgotten service earlier in 2014, but assumed it was an oversight.
(3) March 7, 2015: I called to request yard service to trim, remove some plants, clear weeds, and general cleanup. I was told they were working “a very big job” but could come by the following week after 4pm (timing at my request) to quote and schedule. During this call I mentioned that they forgot me back in October of last year, to which all I received was an ‘oh’, not an apology or confidence in better service. While waiting for the call, I turned down three yard services that could have done the job for me same day, in anticipation of hearing from DTM. To date, I haven’t received a call – today is March 17.

If this is a circumstance of DTM no longer taking once-in-a-while customers such as myself (or me, specifically) then they have a responsibility to say so, so that I don't waste my time calling and waiting. If this is, instead, a circumstance of forgetfulness, then I strongly suggest they invest in some current technology such as scheduling software, or at the very least an on-site device such as an iPad to schedule clients.

Their business card states: "Customer service is our top priority." This had been my experience the previous three years I’ve used their service, up to the end of 2013, but since it has not been my experience. I no longer trust them to show up when they say they will.

Forgetting a customer once may be incidental; forgetting twice is questionable customer service, forgetting three times is inexcusable. I certainly cannot recommend them to others with confidence. I will be changing yard maintenance services.

Dear [redacted],

 

In regards to customer correspondence I.D. # [redacted], I [redacted] received a mailed notice pertaining to customer complaint on Monday February l0th, 2014. I called the day time phone number, listed...

as customer information, at 8:39am on February 10th. Upon no answer 1 left a message indicating I would stop by the address listed on customer information before noon on February l0th. Upon arrival I surveyed the problem area and determined there was a water leak in the pvc pipe, entering underneath East side yard gate. I called the customer with the results of my visit and left a message. I felt the damage was not caused by Dale's Landscape Maintenance. I also left a written proposal along with an estimate for repair. ( see attached copy of proposal). As of Monday February 17th I have not received any response from the customer.

 

 

Thank you in advance for attention to this matter.

Sincerely, [redacted]

Dale's Landscape Maintenance, Inc.

Third time in the last 2 years the service has not showed up when requested:

(1) February 2014, I called to schedule basic yard cleanup and was told they would come by for a quote and to schedule time. They never showed; I used another service who happened to come by the following week.

(2) September 2014, I had Dale’s Landscape Maintenance (DLM) on site for advice on what to do with my backyard grass situation – seeding, or re-turfing? (of which they have done for me twice in the past). I was told the grass should come back in the bare areas and winter seeding (in October) would help. I then asked to be scheduled for winter seeding (I was also offered, at the time, to have my front yard cleaned up and agreed). They said they would call me to schedule the seeding. I watched as he wrote something down on a notepad and asked how they remember so many customer appts., do they not use a scheduling service or iPad-type device? I told them they forgot me in February. I was told they've always done it manually and it’s always worked for them, they don’t need iPads etc. I was never called for scheduling; by the time I remembered it was November and too late for seeding. I had always had pretty good service in the past from DTM with the exception of one forgotten service earlier in 2014, but assumed it was an oversight.

(3) March 7, 2015: I called to request yard service to trim, remove some plants, clear weeds, and general cleanup. I was told they were working “a very big job” but could come by the following week after 4pm (timing at my request) to quote and schedule. During this call I mentioned that they forgot me back in October of last year, to which all I received was an ‘oh’, not an apology or confidence in better service. While waiting for the call, I turned down three yard services that could have done the job for me same day, in anticipation of hearing from DTM. To date, I haven’t received a call – today is March 17.

If this is a circumstance of DTM no longer taking once-in-a-while customers such as myself (or me, specifically) then they have a responsibility to say so, so that I don't waste my time calling and waiting. If this is, instead, a circumstance of forgetfulness, then I strongly suggest they invest in some current technology such as scheduling software, or at the very least an on-site device such as an iPad to schedule clients.

Their business card states: "Customer service is our top priority." This had been my experience the previous three years I’ve used their service, up to the end of 2013, but since it has not been my experience. I no longer trust them to show up when they say they will.

Forgetting a customer once may be incidental; forgetting twice is questionable customer service, forgetting three times is inexcusable. I certainly cannot recommend them to others with confidence. I will be changing yard maintenance services.

Review: Dale's Landscaping was contracted to remove a section of grass, install gravel, remove weeds, general cleanup and irrigation system inspection. As they were finishing the work, they discovered a new leak that may have been caused by pushing a heavy wheelbarrow over the line and made the repair. Several days later the irrigation system would not shut off resulting in flooding of my yard. I called Dale's Landscaping asking for them to come look at the problem and determine its cause, and either fix it under the previous contracted price or provide an estimate. They returned one of my 6 voicemails over a 3 week period, and only left a message stating that I should contact Oggie at a different number which I did.Desired Settlement: I expect them to inspect the irrigation system again. If the result of my flooding issue is related to the repair that they made, i.e. if dirt was introduced into the line that later caused the water pump valve to stick open I expect them to make the repair as part of the previously paid work, or for minimal additional expense (cost of new pump).

Business

Response:

Dear [redacted],