Four Seasons Lawn Care LLC

At Four Seasons Lawn Care customer service is the most important part of our business That is why after our service work was complete at the *** home we ask him was everything to his satisfaction His response was yes In the weeks following Mr [redacted] called our company back four times asking us to preform just a little more work that was not in our agreement, at no charge It is our policy to go above and beyond for our services to exceed our customers expectations, So every time we went and preformed what he ask us to do at no additional charge to Mr*** Everytime asking him was the work to is satisfaction everttime he said yes The last time Mr, [redacted] called our company to do just a little more work at no charge, he ask me to install 4-more pieces of sod He said that it was an area that we missed I said sure, even after exceeding the scope of work with his approval every time we were servicing his property the original service and the four times he called us back I sent a crew to his house with a full pallet of sod on our truck wanting to go above and beyond I gave them instructions to install no more than pieces of sod When our crew got to his home to install the additional sod he requested at no charge to install the whole pallet ( at no charge ) to repair an area that another contractor damaged after the completion of our work My crew call me and I made a site visit while the crew was still on site Professionally I told MR [redacted] that he only requested 4-pieces of sod not a full pallet, and we have more then fulfilled the terms of our agreement He became very unprofessional cursing me in front of my crewI told him that it is our policy to preform above and beyond our customers expectations and he has given our company his blessing to the completion of the work five times and called us back five times I then informed Mr [redacted] that we would not be preforming any more work for him at no additional charge He also bought one gallon Lil Gem Magnolia ( separate for the on site work we did for him ) from our Garden Center At the time he bought this tree is was a healthy 4-year old tree I had other trees from the same crop at the time that was just as healthy I informed him a the time he bought the tree the correct watering schedule and this tree is a living thing and need special care for the first year until it gets established in his lawn also there is no warranty on any tree or plant form our company other than it being healthy at the time it is bought because after it leaves our shop we are not in control of the care and watering of the material He called me weeks later and demanding we replace his dead tree I ask him about his watering habits and reminded him about our company policy about plant material He became irate again At that time I showed him some of the other Magnolias that we still had on site that were just as healthy as when he bought his A couple weeks later he call our company back threating us and demanding we replace the tree I reminded him of our company policy, [redacted] Owner Four Seasons Lawn Care Four Seasons Garden Center

Complaint: [redacted] I am rejecting this response because: I informed the owner of Four Seasons I was not happy with his lack of willingness to stand behind his work and products he sold me and planted He said he would make things right but all he could do was try to find fault with everything but his own product and servicesThe grass he sold me had weed pop up and the tree he planted died several days after he planted itHe failed to keep his word and I can not in good faith support a business who refuses to stand behind their product and work after repeatedly stating he would and then failing to do soI was told by one of his employees that the Owner of the company sold me poor quality sod and and the owner should make it rightHis employee continued by saying he could not believe how the owner of Four Season talked to me after I had invested so much money with Four Seasons Regards, *** ***

Four Seasons Lawn Care has been business for nine years, we have worked with tens of thousands of customers helping them meet and exceed their lawn/landscaping goals. Mr*** is the first customer that our company has had a unresolved service related concern with. In the previous letter I explained we stress going above and beyond to exceed our customers expectations, That is why we made four return services calls to his home to preform additional work not included in our agreement at no charge to Mr***. Each time he gave his blessing and said the work looked great and complete. Then called our company back days or weeks later to preform more work at no charge, and we complied preforming the additional work at no additional charge trying to go above and beyond.
About three days after the completion of the sod installMr*** drained his pool in order for another contractor to replace the pool liner in it. After the pool was drained the hydrostatic pressure was too great behind his pool and this caused his pool wall to cave in on itself. It also caused a break in his sprinkler system lines. It took several days/weeks in order for Mr*** to have the pool and sprinkler system repairedIn the mean time the area of the sprinkler system that waters the sod was turned off during that time and the sod was not getting watered properly. Mr*** Magnolia tree would require additional hand watering initnally every day as well
Sod and Trees are a living thing. They both require specific watering schedules after initnal install for a time so they can be accumated to there new home. Mr*** was informed of these watering schedules. His Magnolia tree and sod was not watered properly for several days/weeks.
This is not the resposisbility of our company to maintain these items after install.
The pool contractor put a portion or all of the dirt that caved into the pool in his lawn. Covering his sod. Mr*** ask me to sod this area at no charge to him. I informed him we would be happy to sod the area but it was not in our original agreement and their would be a charge to do this. At that time he begain screaming and cussing me for a hour and a half. The whole time I was professional and tried to calm him down so I could talk to him. After a hour and a half listening to him screaming and cussing me I calmly told Mr*** that I would be happy to help him in any fair way that I could and I was going to leave and when he calmed down he could call me back if he would like for us to sod the additional area that the pool contractor put the dirt on. I also Informed him that I have went above and beyond to try to exceed his expectations and he has gave me his blessing four times that the work was to his liking, and I would not be back to additional work for him at no charge.
He called me back about two week later and ask me to replace his tree that was not watered at no charge. I then told him again I would not replace the tree at no charge. It is our company policyOur company cannot make sure that the material is watered properly after the install. He them issued me a verbal threat and hung the phone up
Our Company as preformed the original install, then went back four other time to provide additional work not included in our agreement at no additional charge to Mr*** each time we was happy with the results of our work. I have taken verbal abuse and threats from Mr*** all the while being professional.
He has been informed on how to maintain his Landscaping, it has been installed properly and with his approval four times. It would be a lot easier to our company to replace the tree( and break our company policy ). But Mr*** has shown that it does not matter how many time we come back to do more work for him at not additional charge he wants more and more at no charge
Four Seasons Lawn Care has went above and beyond in this matter. I will not replace his tree at no charge to him. I wish him the best in the future
*** ***
Four Seasons Lawn Care LLC

At Four Seasons Lawn Care customer service is the most important part of our business.  That is why after our service work was complete at the [redacted]  home we ask him was everything to his satisfaction.  His response was yes.
In the weeks following Mr. [redacted] called our...

company back four times asking us to preform just a little more work that was not in our agreement, at no charge.  It is our policy to go above and beyond for our services to exceed our customers expectations, So every time we went and preformed what he ask us to do at no additional charge to Mr. [redacted].  Everytime asking him was the work to is satisfaction everttime he said yes.
The last time Mr, [redacted] called our company to do just a little more work at no charge, he ask me to install 4-5 more pieces of sod.  He said that it was an area that we missed.  I said sure, even after exceeding the scope of work with his approval every time we were servicing his property the original service and the four times he called us back.
I sent a crew to his house with a full pallet of sod on our truck.  wanting to go above and beyond I gave them instructions to install no more than 15 pieces of sod.  When our crew got to his home to install the additional sod he requested at no charge to install the whole pallet  ( at no charge ) to repair an area that another contractor damaged after the completion of our work. 
My crew call me and I made a site visit while the crew was still on site.  Professionally I told MR. [redacted] that he only requested 4-5 pieces of sod not a full pallet, and we have more then fulfilled the terms of our agreement.
He became very unprofessional cursing me in front of my crew. I told him that it is our policy to preform above and beyond our customers expectations and he has given our company his blessing to the completion of the work five times and called us back five times.  I then informed Mr. [redacted] that we would not be preforming any more work for him at no additional charge. 
 
He also bought one 15 gallon Lil Gem Magnolia ( separate for the on site work we did for him ) from our Garden Center.  At the time he bought this tree is was a healthy 4-5 year old tree.  I had 6 other trees from the same crop at the time that was just as healthy.  I informed him a the time he bought the tree the correct watering schedule and this tree is a living thing and need special care for the first year until it gets established in his lawn.  also there is no warranty on any tree or plant form our company other than it being healthy at the time it is bought because after it leaves our shop we are not in control of the care and watering of the material. 
He called me 2 weeks later and demanding we replace his dead tree.  I ask him about his watering habits and reminded him about our company policy about plant material.  He became irate again.  At that time I showed him some of the other Magnolias that we still had on site that were just as healthy as when he bought his.
A couple weeks later he call our company back threating us and demanding we replace the tree.  I reminded him of our company policy,
 
[redacted]
Owner
Four Seasons Lawn Care
Four Seasons Garden Center

Complaint: [redacted]
I am rejecting this response because:
I informed the owner of Four Seasons I was not  happy with his lack of willingness to stand behind his work and products he sold me and planted.
He said he would make things right but all he could do was try to find fault with everything but his own product and services. The grass he sold me had weed pop up and the tree he planted died several days after he planted it. He failed to keep his word and I can not in good faith support a business who refuses to stand behind their product and work after repeatedly stating he would and then failing to do so. I was told by one of his employees that the Owner of the company sold me poor quality sod and and the owner should make it right. His employee continued by saying he could not believe how the owner of Four Season talked to me after I had invested so much money with Four Seasons.
Regards,
[redacted]