Definitive Landscape & Concrete

Complaint: [redacted] I am rejecting this response because: From: Ms [redacted] [mailto: [redacted] @yahoo.com] Sent: Monday, August 29, 4:PMTo: Complaints Subject: complaint # [redacted] .Perhaps Definitive Landscaping does not keep very good recordsThe young man who was cutting up my fence was certain that he was following the directions of Sean even though they had 'been changed a dozen times since o'clock.' We kept the pieces of fence in the event that this was later refuted Definitive was unresponsive when asked about why the original fence was cut out and a replacement angled into the yard I am not sure that anyone checked on the job until one of the workers, Kurt, came over on the weekend to see how I was faring -- having a 40-year old hedge taken down is a blow to our privacy, and taking care of a new hedge is MUCH different than maintaining an old one We watered according to the directions sent to us by Definitive Landscaping immediately upon receiving them We would not have agreed to purchase additional trees had we known the immense amount of work and water they would take While Sean purports to remember that he gave me instructions, the crew instructions -- he must have had his mind on something else, because there is no way in the world I would agree to waste that amount of water The original plantings are the ones which failed -- the four-foot replacements for our foot trees are doing fairly Who would not complain when a year old hedge was cut down or the fence which holds in one's animals is cut out [because it **looks weird**]We did want to have the part of the fence broken replaced, but not the entire fence[which was interwoven with **a year old live hedge**] removed I am not sure Sean checked on the job at all I would like to hear what the crew would have to say about the directions they were given I would also like to see the numerous written correspondence about watering -- as well as know why there was no indication that using soaker hoses was not a good method of watering, which was spoken of the only time I met with Sean from Definitive, at the time he convinced me that having an extra four trees would be a good idea.I believe that if we dig up the dead trees it will be obvious that the roots were not spread and that the soil that packed them was very clay-like I will be happy to show this tree and the pieces of fence to Sean, if that will help jog his memory.Thank you[redacted] Sincerely, [redacted] ***

We here at Definitive Landscapes & Concrete, LLC have tried to please Ms*** *** Even though we do not normally warrant plants which are not watered by an automatic watering system which we can set for the correct watering schedule, we did replace plants for *** ***
She was told how to water the arborvitae numerous times, in person as well as in writing The fence she is complaining about was damaged by the vehicle driving through it, not cut up by our crew boss She mentions the fence in the correspondence about payment from the insurance company Every time she complained we did everything we could to address the problem As far as installing left over trees we did not install leftovers! Her trees were ordered specifically for her job We had another job we were doing at the same time, so there were other arborvitae we ordered at the same time as hers Some of her complaint is just puzzling It is obvious that newly planted arborvitae are not going to be comparable to year old, established, arborvitae It is regrettable that some customers do not have realistic expectations of what is possible when replacing plants because our goal is to do the best possible job for our customers Please review the correspondence we had with Ms*** and see that we were always responsive to her complaints Thank you

Complaint: [redacted]I am rejecting this response because:
From: Ms. [redacted] [mailto:[redacted]@yahoo.com] Sent: Monday, August 29, 2016 4:19 PMTo: Complaints <[email protected]>Subject: complaint #[redacted].Perhaps Definitive Landscaping does not keep very good records. The young man who was cutting up my fence was certain that he was following the directions of Sean even though they had 'been changed a dozen times since 5 o'clock.'  We kept the pieces of fence in the event that this was later refuted.  Definitive was unresponsive when asked about why the original fence was cut out and a replacement angled into the yard.  I am not sure that anyone checked on the job until one of the workers, Kurt, came over on the weekend to see how I was faring -- having a 40-year old hedge taken down is a blow to our privacy, and taking care of a new hedge is MUCH different than maintaining an old one.  We watered according to the directions sent to us by Definitive Landscaping immediately upon receiving them.  We would not have agreed to purchase additional trees had we known the immense amount of work and water they would take.  While Sean purports to remember that he gave me instructions, the crew instructions -- he must have had his mind on something else, because there is no way in the world I would agree to waste that amount of water.  The original plantings are the ones which failed -- the four-foot replacements for our 15 foot trees are doing fairly.  Who would not complain when a 40 year old hedge was cut down or the fence which holds in one's animals is cut out [because it **looks weird**]. We did want to have the part of the fence broken replaced, but not the entire fence[which was interwoven with **a 40 year old live hedge**] removed.  I am not sure Sean checked on the job at all.  I would like to hear what the crew would have to say about the directions they were given.  I would also like to see the numerous written correspondence about watering -- as well as know why there was no indication that using soaker hoses was not a good method of watering, which was spoken of the only time I met with Sean from Definitive, at the time he convinced me that having an extra four trees would be a good idea.I believe that if we dig up the dead trees it will be obvious that the roots were not spread and that the soil that packed them was very clay-like.  I will be happy to show this tree and the pieces of fence to Sean, if that will help jog his memory.Thank you.[redacted]
Sincerely,[redacted]

Hello [redacted],Thank you for your assistance in resolving this complaint.  I am attaching a large number of email correspondence between us and [redacted]. I have also included copies of estimates and invoices.The link to our website is http://www.definitivelandscapes.com/  Just click on guarantee and you will see what our policy is regarding plants and all of the work we perform.If you have any questions please do get in touch with me again.Deborah W[redacted]Office Assistant Definitive Landscapes & Concrete,LLC

Review: Hired them to install sod and plants. The sod is dying and several plants have died. We followed their instructions perfectly with watering, fertilization, and mowing. They blame our dog and us as indiviuals and refuse to repair the sod. They came and did a patch job in 1 of the problem areas and it is hideous. My yard looks so much worse than when we started.

They have also sent us threatening text message's stating we will pay for our actions. I have written a negative reviewDesired Settlement: Refund $4000 for the cost of sod.