Goodman's Landscape Maintenance

April 9, 2015Dear Ms [redacted] Goodman’s Landscape Maintenance is very disappointed that you are so unhappy with the services that we provided for youYou contracted our services to install a winter lawn for you There is an operating procedure for winter lawn installation that is based on accepted agricultural practices for the Phoenix, Arizona climateGoodman’s has been installing winter rye for years and has thousands of successful lawns.The procedure is described belowDe-thatch lawn lightlyRake and remove thatchScalp down lawn with a rotary mower down to approximately ¾.”Apply 10-pounds of Rye grass seed per Sqftwith starter fertilizer at lbs per SqftRake or drag all edges to ensure seed makes contact with soilLightly cover the seed with no more than ¼” of weed-free and salt-free organic mulchKeep seeds damp by watering 3-times per day with light 5-minute durations with typical pop up headAfter germination (7-days), reduce watering, as neededWhen 2” tall (2-weeks), mow the ryegrassMow no more than 1/of the blade at each mowing using a sharp mower bladeAllow seed to become established before closer mowingThe lawn will require regular mowing and fertilization once it is establishedIf weeds develop, it is important to apply a pre-emergent/post-emergent application to remove existing weeds and prevent future weedsThis cannot be performed until approximately 6-weeks after the establishment of the new lawn seedIf applied too early, the seed will not germinate.Although summer weeds infested the turf area of your property, applying herbicide to the lawn prior to installation of the winter lawn would kill the weeds and the Bermuda (summer) grass seedWe apologize if you misunderstood the process but it is not part of accepted practice nor is it Goodman’s procedure to do soYour seed was installed on 11/5/and it was recommended to you that you must apply a Pre/Post emergent treatment at the correct interval based on the date of your lawn installationThe service agreement you signed clearly shows that we discussed with you the need for a Pre/Post emergent treatment in the December time frameYour initials appear by the estimate for installing a winter lawn in the front yard and back yards but you did not approve the Pre/Post emergent treatmentThe total for the lawn installation in front and back yards is $and your down payment of $(50%) reflects the agreement that we had with youThe Pre/Post emergent treatment would have been an additional $on the estimateYou did not contract with Goodman’s to provide mowing and other maintenance services for your new lawnWe installed the lawn as agreedWe also provided irrigation services to you as well which we performed on 11/19/With your approval, we spent considerable time and materials in repairing your irrigation systemAt the time, our irrigation tech noticed that you had a few spots that had not been getting enough water, so he applied additional seed to rectify this issueThe photos that you sent clearly show that the ryegrass seed came in successfullyThis is what you contracted Goodman’s Landscape Maintenance to doThe ongoing maintenance of the lawn is not part of your agreement with Goodman’s and is your responsibilityIn addition, according to our records you declined the subsequent pre-emergent/post-emergent weed treatment of your property through Goodman’s Landscape MaintenanceYou were free to contract that service with another company but it was definitely a requirement to maintain the appearance of your lawnIf your documentation shows differently, we would be happy to review itWe have attached the service agreements for both the winter lawn installation and irrigation repair work that Goodman’s performed for you To date, Goodman’s has received only $for the work that we performed for youThere is an outstanding balance of $We are willing to zero out this outstanding balance and will consider this matter closedThis gives you an upgraded irrigation system at no cost for any inconvenience we may have caused.Sincerely, [redacted] Owner, Goodman’s Landscape Maintenance LLC

In response to Ms [redacted] complaint, ID# [redacted] , received January 10, by Goodman’s Landscape Maintenance, we provide the following response: Pursuant to Ms [redacted] statement that “Goodman’s was supposed to provide a winter lawn, remove all weeds, repair sprinkler issues,” please find attached service agreement for Winter Lawn InstallPlease note that Goodman’s was authorized to install winter lawn in the back and front yardsGoodman’s, however, was not authorized to apply Pre-Post Emergent A Pre-Post Emergent application is a chemical spray that kills weeds and prevents the weed seeds from germinatingThis service was declined by the customerBecause Ms [redacted] declined a weed control service, we cannot be held responsible for any weed growth she may be experiencingFurther, weed growth is not indicative of shoddy workAs explained to Ms [redacted] , by the sales person who provided the estimate for the winter lawn installation, after the lawn has come in and has been mowed several times, a Pre-Post Emergent application can be applied to control weedsBut the best time for the application to happen is after the winter lawn has grown in On November 19th, at Ms [redacted] request, Goodman’s sent out an irrigation technician to look at Ms [redacted] sprinkler issuesGoodman’s technician assessed the sprinkler system and found that repairs were needed, he wrote an estimate for those repairs and Ms [redacted] gave approval to proceed with the repairs(Repair invoice attached.) He would not have been able to speak to the weed condition as lawn installation isn’t his area of expertiseMs [redacted] comment that our irrigation technician would have remarked about weed control is likely falseDuring the irrigation technician’s visit, he did apply seed to areas that were not growing properly due to Ms [redacted] sprinkler issuesThere were areas of the yard not receiving proper watering so seed could not germinateShortly thereafter, Ms [redacted] expressed that she was unhappy about the balance due on her statementShe called several times to complain to the Office Manager and then spoke with MrGoodmanIn those calls, Ms [redacted] was defensive, accusatory, used profane language, and it was difficult to have a reasonable conversation with herBecause of the difficulty in communicating with her, we were not able to further discuss the problems she alleges have occurredHowever, Goodman’s contends that it properly installed the winter lawn at her propertyThat she was offered a Pre-Post Emergent service for weed control but declinedThat she approved irrigation/sprinkler system repairs to correct the areas in the yard not receiving proper wateringWe therefore feel we are entitled to be paid, pursuant to the terms of the agreement Ms [redacted] signed.At this time, Ms [redacted] owes $for the remaining balance of the winter lawn installMs [redacted] owes $for the irrigation work completed at her property.Thank you

Here is my rebuttal: I had an estimate scheduled with Goodman's on Sat 10/for weed removal, lawn install and sprinkler adjustment When the individual arrived for my appt he was very arrogant and told me he was charging me $ an hour for a consultation He began by criticizing all the prior work that had been done in my backyard, which I should have seen this as a bad sign of how the company operates! I asked him if he was aware I was supposed to be getting a free estimate on the items I listed above, and then he stated, that was not what he had been told by the office I asked him about the current weed problem at my home and he stated that this would be eliminated before lawn installation and that a tech would have this done the week before the winter lawn installationI also asked about my current sprinkler sand he also stated this would all be adjusted during the installation He sat in his car for about minutes talking to another employee before he finally gave me the estimate, and I asked AGAIN about the weed removal before installation, and he told me everything would be scheduled with by the office after I agreed to services He also explained to me that the Pre/Post Emergent Weed application would not be done UNTIL WEEKS AFTER lawn install, and this had nothing to do with current weed situation I spoke with the office the following week to schedule services and was told to initial ONLY by lawn install, that the weed application would not occur for weeks and at that time a new invoice would be written up for that service---so when Mr*** is claiming I declined service since there was not an initial on the invoice this is INCORRECT---that is what I was instructed to do by the office female I spoke with when getting necessary info to fax over invoice and payment card details I also asked her about the current weed problem and if this was listed on the invoice since I was told it would be treated before install She said she would have to call the salesman who I spoke with during the estimate and would call me backShe called me back the next day and said everything was planned and a tech would be out that Wed to apply a weed treatment to kill existing weed problems, and was also told that when the ground was thatched the following week there should be NO WEED PROBLEMS moving forward! Wed morning comes and no tech arrives to apply weed killer treatment, so I call the office again and speak with another female, she apologizes, and says I need to speak with the General Manager, *** I am told by him that there is nothing to worry about EVERYTHING will be taken care of next week on Wed 11/when techs come for lawn installI asked if this meant weed elimination, sprinkler adjustment, and lawn installation and he repeated himself twice--saying yes this will ALL BE DONE THIS DAY!!! I scheduled my apt with him for anytime after am since I work nights and he said that was NO PROBLEM! The next Tue I get a call from the office stating they will be there Wed morning at am for service, and I said no, *** had me scheduled for am or after, so again I was transferred to him He was very rude to me on the phone and stated that the workers had no other jobs that day so they had to come at 6am! I said you already had a time scheduled with me last week and told me it was not a problem, and if the workers have no other jobs that day then what is the problem with them coming atam!!! He realized he was caught in his own lie and said ok they will be there at amI then went over with him again what they would be doing at my property, and he stated weed treatment, lawn installation and sprinkler adjustment / replacement So I assumed everything was set to go the next morning! The next morning techs arrived, and I asked them about weed treatment/sprinkler adjustment/replacement and was told they were ONLY there to do lawn installation and set water timers!!!!! I called the office back and asked to speak with the manager and he was not available, so had to wait for his call even while techs were doing lawn install By the 2nd day after Lawn Install I had a large amount of weed growing in my back and front yard and was very alarmed that this was going to interfere with lawn growthI still had not received a call back from the manager, so I called the office AGAIN, and was transferred to *** I asked why the weeds were already coming in and why I never had an application put on ground before the install as Salesman had told me in the beginning and the manager had told me as well! He said he would have to contact the salesman to see if the weeds coming in already, after just a few days, would be a problem, since the pre/post emergent can not be applied for weeks after install *** called the next day and told me that per ***, this not something I needed to worry about! A week went by and now the weeds are ALL OVER my front and back yard and there are many areas that are not getting ANY water! I call the office again, and speak to *** the General Manager, and he states that there should have been an irrigation tech at my property before the lawn installation to make sure all sprinklers were set correctly before grass was planted I said to him we have had this conversation about the weeds and sprinklers so many times now and you keep changing your story! You told me that the sprinkler adjustment/replacement/installation would all be done the day the techs were here to plant grass, and now none of this has been done and I have weeds all over both yards, since a treatment was never applied before install, as I was told on quite a few different phone calls!!! He apologized for all the mistakes the company had made so far, and said he would schedule an apt with an Irrigation tech for the next week on Tue 11/at amand the tech would be scheduled for MY PROPERTY ONLY, and would have everything done in day---sprinklers and re-seeding and would also have him evaluate weed situation in my yard. Next Tue 11/arrives and no one shows up at am as scheduled, so I call the office again and am told he will not be at my home till 2pm! I stated that *** had arranged for him to be at my property only, that day, to fix multiple problems due to the company's mistakes and improper procedure protocols that should have been followed to successfully complete services at my propertyThe office doesn't seem to be concerned with my issue and states wait until Tech arrives at 2pm and situation can be discussed with him. Tech arrives at pm, says he knows nothing about be at my property at am, and can not do the work today! I am very angry by this point, since I have had so many problems up to this point with Services either not done at all or done incomplete on my property, now being told he can't do the work the day I was told everything would be taken care of!! I now call the office again and speak with another Manager, who informs me that ***, the General Manager has been "let-go" due to his poor workmanship and cause of too many problems with a large number of customers, including myself! I told her that I was now going to have to take the next day off work UNPAID to have the Irrigation tech come back because of their promise and already scheduled apt for work to be done this day! She states that they will waive the tech fee and apply a major discount to this service *** due to their continuing mistakes--and that the tech would be back the next morning at am to complete all work I was fine with that, and asked about an estimate for the service, and said not to worry, they would make adjustments for everything I had already been through So the next morning when tech arrives he states to me that the process is definitely going the wrong way that he should have been out to see my property before the lawn install, and that things just were not followed correctly He told me to call back about the weed problem, since it was a huge problem already, even though it was not his specialtyI NEVER received an estimate from him as the business claims, I was sent an estimate in the mail days after the service, which was supposed to have a major discount from speaking with the manager before service was completed, and this was not on the invoice! Now I am being overcharged for services which were discussed prior to and I still have WEEDS GROWING LIKE MAD all over both yards! I then talk to next Manager ***, who apologizes for everything I had been through up to this point, and guarantees me I am not the only customer since the General Manager was fired She also tells me that Mr Goodman does not care about the MONEY, all he cares about is making the customer HAPPY with the work his company provided!! She scheduled an apt for the following Wed 11/with Mr Goodman himself, and that he would take care of all of my problems! Again I brought up the continuing weed problem that was never properly dealt with from the very beginning and she told me he would get it taken care of immediately!!! Wed 11/arrives and Mr Goodman was scheduled to be at my property at PM, and was a NO-SHOW!!! I could not believe after everything I had already been through, and now the owner of the company doesn't show up to resolve the problems his company has caused! I call *** the following Monday to address his no-show and how upset I am with their lack of responsibility and accountability to their customers, and she says there is NOTHING ELSE she can do for me AND it's NOT HER FAULT that he did not show-up!!! What wonderful business ethics, I am then transferred to Mr ***, who shows no remorse for his missing my apt and basically trys to rush me off the phone because he has to go look at all his routes for the week! He says he has to go to his office to get his apt book so he can reschedule my property visit and states he will be thereWed 12/at 4:pm and will dedicate an hour or more to resolving my property dilemmas. Wed 12/arrives and Mr*** DOES NOT SHAGAIN!!!!! I am beyond flabbergasted by now, this person should be in business, there is NO EXCUSE for everything I have experienced with them! I call him the next day and he just "Spaced" my apt--now what would you think if someone said this to you, after all the problems you had already been through, and also that the owner had to get his apt book to schedule you, and then he doesn't show up to your property weeks in a row!!!! He was vey manipulating with me on the phone and insisted that the ONLY way he would come to my property, was if I DID NOT MENTION any of the problems his company caused me! This is when I said my profanity to him---I said " You have to be *** kidding me---I was in such shock by this point, and could not believe what he was saying to me! This is NOT how you run your business--if you caused all the problems you admit to being accountable and you resolve all situations--which he was not willing to do, and just hung up on me with no further apology or attempt to correct the UNACCEPTABLE services done at my property! Respectfully, *** *** Good afternoon Marie, After sending over my long detailed response to my encounter with Goodman's Landscaping, I forgot to put an ending to this service with the company! I ended up having to hire another Landscaping company to come to my property and try to remove all the weeds from front and back yard, and they have already been to my home times for treatment and I still have weeds, so they will have to return for another applicationThey have also tried to re-seed areas all over back and front yard that originally had weeds growing, from the beginning of my install with Goodman's, since after weeds started to die, these areas were not growing rye grassAgain if the company would have done the work that was promised from the start, the weed problem would have been taken care of BEFORE the lawn install, and sprinkler adjustments and proper seeding would have followed I ended up already spending another $ on the continuing landscaping issues, and they will have to come back to my property at least or more times to correct all of the problems Goodman's should have properly resolvedMy backyard looks worse than it did before Goodman's started their service, and since the owner refused to show up to scheduled appointments and made no effort to resolve all the problems I encountered, I should not be held responsible to pay any balances to the company I was very patient with every dilemma I went through and gave the company ample times to correct their mistakes, and they made ZERO effort to do so!!!! Respectfully, *** ***

In response to Ms*** complaint, ID# ***, received January 10, by Goodman’s Landscape Maintenance, we provide the following response: Pursuant to Ms*** statement that “Goodman’s was supposed to provide a winter lawn, remove all weeds, repair sprinkler issues,” please
find attached service agreement for Winter Lawn InstallPlease note that Goodman’s was authorized to install winter lawn in the back and front yardsGoodman’s, however, was not authorized to apply Pre-Post Emergent. A Pre-Post Emergent application is a chemical spray that kills weeds and prevents the weed seeds from germinatingThis service was declined by the customerBecause Ms*** declined a weed control service, we cannot be held responsible for any weed growth she may be experiencingFurther, weed growth is not indicative of shoddy workAs explained to Ms***, by the sales person who provided the estimate for the winter lawn installation, after the lawn has come in and has been mowed several times, a Pre-Post Emergent application can be applied to control weedsBut the best time for the application to happen is after the winter lawn has grown in On November 19th, at Ms*** request, Goodman’s sent out an irrigation technician to look at Ms*** sprinkler issuesGoodman’s technician assessed the sprinkler system and found that repairs were needed, he wrote an estimate for those repairs and Ms*** gave approval to proceed with the repairs(Repair invoice attached.) He would not have been able to speak to the weed condition as lawn installation isn’t his area of expertiseMs*** comment that our irrigation technician would have remarked about weed control is likely false. During the irrigation technician’s visit, he did apply seed to areas that were not growing properly due to Ms*** sprinkler issuesThere were areas of the yard not receiving proper watering so seed could not germinate. Shortly thereafter, Ms*** expressed that she was unhappy about the balance due on her statementShe called several times to complain to the Office Manager and then spoke with MrGoodmanIn those calls, Ms*** was defensive, accusatory, used profane language, and it was difficult to have a reasonable conversation with herBecause of the difficulty in communicating with her, we were not able to further discuss the problems she alleges have occurred. However, Goodman’s contends that it properly installed the winter lawn at her propertyThat she was offered a Pre-Post Emergent service for weed control but declinedThat she approved irrigation/sprinkler system repairs to correct the areas in the yard not receiving proper wateringWe therefore feel we are entitled to be paid, pursuant to the terms of the agreement Ms*** signed.At this time, Ms*** owes $for the remaining balance of the winter lawn installMs*** owes $for the irrigation work completed at her property.Thank you

In response to Ms*** complaint, ID# ***, received January 10, by Goodman’s Landscape Maintenance, we provide the following response: Pursuant to Ms*** statement that “Goodman’s was supposed to provide a winter lawn, remove all weeds, repair sprinkler issues,” please find attached service agreement for Winter Lawn InstallPlease note that Goodman’s was authorized to install winter lawn in the back and front yardsGoodman’s, however, was not authorized to apply Pre-Post Emergent. A Pre-Post Emergent application is a chemical spray that kills weeds and prevents the weed seeds from germinatingThis service was declined by the customerBecause Ms*** declined a weed control service, we cannot be held responsible for any weed growth she may be experiencingFurther, weed growth is not indicative of shoddy workAs explained to Ms***, by the sales person who provided the estimate for the winter lawn installation, after the lawn has come in and has been mowed several times, a Pre-Post Emergent application can be applied to control weedsBut the best time for the application to happen is after the winter lawn has grown in On November 19th, at Ms*** request, Goodman’s sent out an irrigation technician to look at Ms*** sprinkler issuesGoodman’s technician assessed the sprinkler system and found that repairs were needed, he wrote an estimate for those repairs and Ms*** gave approval to proceed with the repairs(Repair invoice attached.) He would not have been able to speak to the weed condition as lawn installation isn’t his area of expertiseMs*** comment that our irrigation technician would have remarked about weed control is likely false. During the irrigation technician’s visit, he did apply seed to areas that were not growing properly due to Ms*** sprinkler issuesThere were areas of the yard not receiving proper watering so seed could not germinate. Shortly thereafter, Ms*** expressed that she was unhappy about the balance due on her statementShe called several times to complain to the Office Manager and then spoke with MrGoodmanIn those calls, Ms*** was defensive, accusatory, used profane language, and it was difficult to have a reasonable conversation with herBecause of the difficulty in communicating with her, we were not able to further discuss the problems she alleges have occurred. However, Goodman’s contends that it properly installed the winter lawn at her propertyThat she was offered a Pre-Post Emergent service for weed control but declinedThat she approved irrigation/sprinkler system repairs to correct the areas in the yard not receiving proper wateringWe therefore feel we are entitled to be paid, pursuant to the terms of the agreement Ms*** signed.At this time, Ms*** owes $for the remaining balance of the winter lawn installMs*** owes $for the irrigation work completed at her property.Thank you