Forbes Financial Services Inc.

This is an amendment to my previous rebuttal In rereading *** ***r's response, something didn't feel right; so I went back to the invoice he is referring to He is saying we did not take proper care of the five dead bushes; that as Pumial Spruces require more wateringHowever, we don't have Pumila Spruces The bushes in the ground and by invoice are: Old Gold Juniper, Birds nest Spruce and Gem Boxwoods *** ***

The Pumila Spruces which the customer lost to drought were warranteed provided that the customer provided sufficient watering, per our contract, one inch of water per week during drought. This is stated on our invoices. All of their other plantings we installed are doing well.
These particular plants that died need more care and moisture, and newly planted unestablished spruces of this variety cannot survive drought conditions, and evergreens do not recover like leafy plants. They need evenly moist soil, and once establish can survive dryish soil, but only once the roots have established. These plants were installed in early fall and made it through fall, winter, and spring. We are willing replace the damaged plants at cost, no labor, no markup

The client was estimated services for a dental cleaning and annual vaccinations not including taxUpon check-in the client, Mr***, ADDED an additional service; he wanted a show cut of the dog's nails which is a procedure that is time intensive as the nails are drilled down
and requires "after care" of foot soaks, antibiotics, pain meds etcThe receptionist gave him a fee of the "show cut" only which is $80, but neglected to advise him that there would be pain meds, foot soak solution, and an additional anesthetic timeThe fees are automatically placed on the patient account by the surgical staff. As the fees are being entered, the receptionist would not know the fees until he/she pulls up the invoice. The receptionist acknowledged her oversight in quoting, spoke to the manager to ok an issue of a refund, and immediately the following morning the fees were returned to the ownerWe recognized our oversight in quoting the fees and immediately fixed the issue with the client over the phone the next morningThe client is disingenuous when he gives the appearance in his narrative that the overage from the estimate is based on the dental cleaning and vaccinations, when the overage was due to the oversight by the front desk in not including the services that always and must go along with a show cut like the one the owner requestedFees are automatically entered when services are completed at the "back of the house", so when the reception staff pulls up the client invoice at the front desk, the fees are already inputThe receptionist most likely did not review the invoice prior to the client arriving at the clinic in order to check with the manager re the difference in her quoteMost importantly, the initial quote was based on ONLY dental cleaning and vaccinationsFurther the patient's teeth had heavy tartar build up and because we always work to do the best job when treating a patient, the clinic used an entire tray of sanos sealant to apply to the patient's teethThis tray cost more more than what was estimated to the owner, but we would prefer to do the best job and not short cut the treatment

This is not correct and defies logic.  He did not come over to see the dead plants so I'm not sure how he is getting his information.  Putting all that aside it is the illogical argument that is a problem for us.  If all the other plant material is fine then we have obviously taken care of our investment.  If not, then the rest of the plant material should also be dead as it all gets watered the same.  When I went to his business he tried to claim the same; when I told him this was not the case, that we took care of the watering, he said he had had troubles with that particular shipment and would replace them.  Further, if it was just us, why would two neighbors across the street and another around the corner have the same problems?  It's my understanding he took 6 months to begin to rectify the problem for the neighbor around the corner but has done nothing for the rest of us.  Again, if it was us not watering, then the rest of the landscape would also be dead.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

This is unacceptable:  I did not say that I assumed my husband watered the landscaping.  I told him that my husband through waters all our landscaping to the point of annual arguments over the water bill.  I have never strayed from this, from the moment we met at his business through this communication.  It is appalling to me that a business would not stand behind their product.  As of a week ago, our neighbors have not heard from him; both actually told me they would replace the bushed on their own, that he was not easy to work with and they did not need the added stress.  Regardless, that is their fight; I am only concerned about his poor practices and want either replacements at no cost or monetary compensation.   [redacted] Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

The Pumila Spruce is a variety of Birds Nest Spruce...  the Pumila Improved Bird's Nest Spruce is a nicer variety of Bird's Nest.  It also requires more watering during drought conditions than other plants, and lack of moisture early on, before the plants were fully established, would be why they died.  Any nursery would be able to tell her that lack of moisture in spring would cause these plants to die.  The other plants in the landscape don't have the same water requirements as the ones she is talking about.  The neighbor's had problems with a different plant, and when this customer told me that her plants were also dead, I explained if it was the Gold Mops which were giving her the trouble that I would take care of it, because that is the plant that was giving me trouble with some other clients, however it was not the Gold Mops, it was the spruces.  I did swing by and look at the plants when I was in the area doing other work.  When [redacted] was at my shop, I asked her if she watered the plants, she said she did not, but assumed that Steve took care of the watering.  There is no reason other than lack of moisture which would cause these plants to die.  As for her neighbors and the dead Gold Mops, I am working with them on getting replacements, and [redacted] offered to pay me, but I told her I would take care of it.  [redacted] and another neighbor only lost one Gold Mop each.  I have offered to replace [redacted]'s Pumila Bird's Nest Spruces at cost, no labor.  I also checked with my supplier, and told him what was happening, and asked him what else could have killed these plants, and he told if it wasn't insect damage, which would be evident, it was lack of water.