Dear Mrs. [redacted], We apologize to our client for not being able to satisfy them in the 8 months they have owned this property. As stated in the client complaint, they took over a previous client’s contract after reducing the specific services from $589 per month to $463 dollars per month for their...
lawn maintenance services. I worked with the client to find the right solution to fit their budget because they loved how manicured the lawn was and wanted to keep that look. The contract, as had the previous 5 years, included quarterly irrigation inspections and if there was a minor repair the repair was preauthorized to be done on site during the inspection. This helped keep cost down for everyone. This is a very large property that is completely irrigated and has 26 zones of irrigation, a normal house has an average of 8 zones. This property uses between 9,000-10,000 gallons of water per cycle, the average home uses between 1200-1500 gallons of water per cycle. 10 zones of the irrigation system have rotary zones, so 10 zones will have to run for 45 minutes per designated times, that’s 450 minutes of run time just for the 10 rotary zones to run the proper time they are required. The irrigation system was programed to come on at around 10 pm and the 10 rotary zones would have to run for 7.5 hours at 45 minutes per zone in order to complete the watering cycle required. Yes, whenever their irrigation system ran, it ran all night long to accommodate the rotary zones. During the initial irrigation inspection, our irrigation manager met with the client to explain the complexities of the system. The client fully understood this issue as acknowledged in the complaint. During her initial irrigation inspection there was a valve that was not functioning properly (explained to client during initial inspection) and it required to be taken apart and cleaned out and a wire connector was replaced for $100.67 (invoice #[redacted]). Upon receiving the invoice the client refused to pay the invoice because she didn’t preapprove the repair. Please know, the quarterly irrigation inspections are for the irrigation manager to fully inspect the system but does not include the time it takes to make a repair or the cost of the parts. We have searched our records, recordings and all emails and have not found any records of the client communicating they had to call another company in order to “adjust the system”. It was in the Revdex.com complaint that we first received any word of this being an issue and that another company had to be called to adjust the irrigation times. Having said that, the client did communicate to our office that she was not satisfied with the account manager we had on the property. Though not typical company protocol we actually made a manager change in response. In regard to the contract, our company has a 30 day cancellation policy as a part of the contract. This was explained and understood by the client at the beginning of the contract. Nevertheless, in February of 2016, the client terminated services with our company after being asked about the open irrigation invoice. At that time the Client had already received the contracted services for the month of February. The client stated that they were not interested in continuing services. In good faith our company waved the 30 day policy at the request of the client. Unfortunately, the client still refused to pay any past due invoices including the open February invoice. Management attempted to contact the client on several occasions but we received no return communication. We are unaware of any request to speak to our owners. Our owners would have contacted the client without hesitation had that request been received. Finally, in speaking with the client, they stated that one specific service, dog poop removal, was not completed satisfactorily and they requested I remove it from their monthly contract. In addressing this concern as completely as possible, I authorized a credit no just for the month of concern but for all of the 8 months of service. By email the client then agreed to pay all other outstanding invoices to conclude our relationship. It is unfortunate that the client has taken the actions they have to this point. We believe we acted honorably and in a professional manner throughout this situation but clearly failed to satisfy the client overall. We have already started analyzing this situation to understand how we could satisfy the prior homeowner for 5 years but fail so remarkably in the past 8 months with the new homeowner. We appreciate the Revdex.com taking a leadership role in this situation. Respectfully Elements Group management
Dear Mrs. [redacted], We apologize to our client for not being able to satisfy them in the 8 months they have owned this property. As stated in the client complaint, they took over a previous client’s contract after reducing the specific services from $589 per month to $463 dollars per month for their...
lawn maintenance services. I worked with the client to find the right solution to fit their budget because they loved how manicured the lawn was and wanted to keep that look. The contract, as had the previous 5 years, included quarterly irrigation inspections and if there was a minor repair the repair was preauthorized to be done on site during the inspection. This helped keep cost down for everyone. This is a very large property that is completely irrigated and has 26 zones of irrigation, a normal house has an average of 8 zones. This property uses between 9,000-10,000 gallons of water per cycle, the average home uses between 1200-1500 gallons of water per cycle. 10 zones of the irrigation system have rotary zones, so 10 zones will have to run for 45 minutes per designated times, that’s 450 minutes of run time just for the 10 rotary zones to run the proper time they are required. The irrigation system was programed to come on at around 10 pm and the 10 rotary zones would have to run for 7.5 hours at 45 minutes per zone in order to complete the watering cycle required. Yes, whenever their irrigation system ran, it ran all night long to accommodate the rotary zones. During the initial irrigation inspection, our irrigation manager met with the client to explain the complexities of the system. The client fully understood this issue as acknowledged in the complaint. During her initial irrigation inspection there was a valve that was not functioning properly (explained to client during initial inspection) and it required to be taken apart and cleaned out and a wire connector was replaced for $100.67 (invoice #[redacted]). Upon receiving the invoice the client refused to pay the invoice because she didn’t preapprove the repair. Please know, the quarterly irrigation inspections are for the irrigation manager to fully inspect the system but does not include the time it takes to make a repair or the cost of the parts. We have searched our records, recordings and all emails and have not found any records of the client communicating they had to call another company in order to “adjust the system”. It was in the Revdex.com complaint that we first received any word of this being an issue and that another company had to be called to adjust the irrigation times. Having said that, the client did communicate to our office that she was not satisfied with the account manager we had on the property. Though not typical company protocol we actually made a manager change in response. In regard to the contract, our company has a 30 day cancellation policy as a part of the contract. This was explained and understood by the client at the beginning of the contract. Nevertheless, in February of 2016, the client terminated services with our company after being asked about the open irrigation invoice. At that time the Client had already received the contracted services for the month of February. The client stated that they were not interested in continuing services. In good faith our company waved the 30 day policy at the request of the client. Unfortunately, the client still refused to pay any past due invoices including the open February invoice. Management attempted to contact the client on several occasions but we received no return communication. We are unaware of any request to speak to our owners. Our owners would have contacted the client without hesitation had that request been received. Finally, in speaking with the client, they stated that one specific service, dog poop removal, was not completed satisfactorily and they requested I remove it from their monthly contract. In addressing this concern as completely as possible, I authorized a credit no just for the month of concern but for all of the 8 months of service. By email the client then agreed to pay all other outstanding invoices to conclude our relationship. It is unfortunate that the client has taken the actions they have to this point. We believe we acted honorably and in a professional manner throughout this situation but clearly failed to satisfy the client overall. We have already started analyzing this situation to understand how we could satisfy the prior homeowner for 5 years but fail so remarkably in the past 8 months with the new homeowner. We appreciate the Revdex.com taking a leadership role in this situation. Respectfully Elements Group management