This letter is to address the complaint made by [redacted] for [redacted] against our company,GreatWater Irrigation & Ecoscapes, on March 2, 2016.We feel strongly that they have no valid complaint regarding the work done by our company at theirhome at [redacted] on November 10th and November 11th of 2015." [redacted] took it upon himself to, without notifying myself or my partner, use the existing drain pipe that was present."Per the attached text message sent on 10/23/15, [redacted] informed [redacted] that we would be attaching to theexisting drainThe drain was also referenced on the detailed quote she received the same dayIn person and inthis complaint, it is stated that"Had [redacted] made us aware and given us the option to install NEW pipe for the french drain, we wouldn't have a complaint." [redacted] was told by [redacted] during our first phone call that she had already received estimates for replacing theexisting pipe and was looking for less expensive repair options (this is confirmed again on the complaint where [redacted] states they asked [redacted] to come out to "give us an estimate on the cost of repairs", not an estimate for installing anew drainage systemThey have each stated since they did get multiple bids from multiple companies forinstalling a new drain system prior to approving our bid to add surface drains, connect the gutter downspouts tothe existing drain and remove the clog from the built in drains on the pool deck."Instead he took it upon himself and made the decision that the existing drain pipe would be sufficient enough to allow the water to flowto the street."During the initial consultation on 10/23/15, [redacted] checked to see if the existing pool drains were connected tothe French drain by using a hose to test the flow of the pipe and they found that while most of the water did backup on the pool deck, a portion did drain from the outlet in the curb at the front of the house, indicating the drainswere connected but certainly cloggedThe flow of the drain was also tested from the gutter downspout and wasfound to be free flowing, meaning the clog was located in the pool deck section [redacted] was present during thistest and witnessed the function of the existing drain." [redacted] in his own words told me that we shouldn't have a problem with standing water once he put the surface drains in and if we hada problem with standing water he would come out again and address the issue, since it would be covered in the warranty."As a rule, verbal guarantees of exact future function are never givenWe have a written policy that specifies exactlywhat our warranty coversIn order to provide the best service possible, [redacted] always asks that our customerscheck with us should they have any questions or concerns during or after a job is complete [redacted] personallyinspected all of the work that was done and made all necessary adjustments to make sure the surfacegrates would function as well as possibleHe made sure to point out and describe all changes and any correctionsthat were made and tested the flow from the grates through the drain again, before he felt the job could bemarked completed on 11/11/Both [redacted] and [redacted] were on site at this time and witnessed [redacted] successfullytest the function of the grates and drain and agreed the work was doneOn 11/ 12/ [redacted] received a text from [redacted] saying they had snaked the pool drain and French drain themselvesDespite the many hours spent by [redacted] and his staff to clear the drains, [redacted] removed any charges related to this portion of the project***was emailed their invoice and paid the bill in full on 11/13/She was also sent a copy of the attached warrantyper her request on 11!16/We proudly warranty parts and service work performed by our company for a fullyearWe cannot and did not offer, or allude an offer, to warranty the parts or service performed by anothercompanyBoth complainant's were advised of this verbally during the work and in writing at the completion of thework per the written warranty[redacted] was ca lled out to their house again on March 151• They claimed the new grates were draining theyard effectively during rains, but in very heavy rain it wasn't draining as fast as they would like [redacted] tested the grates and drain and explained their issue was in the previously installed drain pipe and gave themseveral possible causes and solutions to address the problem and their associated estimated costsUpon realizingthat there wasn't anything wrong with the surface grates we installed and that we couldn't do anything morewithout additional costs, they began threatening him with legal action including smalls claims court, repeatedlyinsulted our employee by referring to him using a derogatory term and had to be asked specifically to addresshim by name [redacted] said they would begin leaving bad reviews on public sites if he would not replace theirexisting French drain at no cost to themOnce they became highly emotional, aggressive and threatening in anattempt to escalate the disagreement, [redacted] left their house and asked that I speak with [redacted] to try and find aresolution to their concernsI texted [redacted] on 3/1/the message shown in the attached imagesI received aphone call from [redacted] later that dayDuring this call, which [redacted] advised me she was recording, she admittedthat [redacted] did every item that was listed on the invoice they paidI also asked her if she felt [redacted] had tried todeceive her in any way she said no, she believed he was honest in sharing with her any of the problems they hadduring the job and she felt confident he addressed every concern they had, including coming out on a holiday inorder to make additional adjustments at no cost to herWhen I asked [redacted] to state clearly what exactly shewants from us, she said she wants the entire drainage system, including the French drain we did not install orwarranty, to be replaced at our cost.We feel this is simply a poor attempt to extort a small business by intimidating them into providing aproduct and service to them worth more than times the cost they were willing to pay by repeatedly threateningexcessive legal action and threatening to damage our hard-earned reputation by posting negative reviews onnumerous websitesWe have since offered to give them an estimate for the full replacement of the existing drain,but [redacted] states they will only accept the work if it's done for no charge to themThis is a highly unreasonablerequestWe have spent an inordinate amount of time and effort to satisfy their needs prior to this complaint butwe cannot provide them with an entirely new drainage system, when they only elected to pay for a portion of one.Please review the attached documentation which provides copies of all text messages previously mentioned, theaudit history of all estimates presented to [redacted] and [redacted] , the final invoice which explains in detail the scope ofwork that was done, and the email containing our warranty that was sent to them on 11/16/ specifically excludingany guarantee for the functionality of their existing drain.At this time we feel we have no further option to offer [redacted] and [redacted] that will resolve thiscomplaint to t heir satisfaction and request we move to arbitration so a binding decision can be made based on allevidence available.Regards, [redacted]
This letter is to address the complaint made by [redacted] for [redacted] against our company,GreatWater Irrigation & Ecoscapes, on March 2, 2016.We feel strongly that they have no valid complaint regarding the work done by our company at theirhome at [redacted] on...
November 10th and November 11th of 2015." [redacted] took it upon himself to, without notifying myself or my partner, use the existing drain pipe that was present."Per the attached text message sent on 10/23/15, [redacted] informed [redacted] that we would be attaching to theexisting drain. The drain was also referenced on the detailed quote she received the same day. In person and inthis complaint, it is stated that"Had [redacted] made us aware and given us the option to install NEW pipe for the french drain, we wouldn't have a complaint."[redacted] was told by [redacted] during our first phone call that she had already received estimates for replacing theexisting pipe and was looking for less expensive repair options (this is confirmed again on the complaint where[redacted] states they asked [redacted] to come out to "give us an estimate on the cost of repairs", not an estimate for installing anew drainage system. They have each stated since they did get multiple bids from multiple companies forinstalling a new drain system prior to approving our bid to add surface drains, connect the gutter downspouts tothe existing drain and remove the clog from the built in drains on the pool deck."Instead he took it upon himself and made the decision that the existing drain pipe would be sufficient enough to allow the water to flowto the street."During the initial consultation on 10/23/15, [redacted] checked to see if the existing pool drains were connected tothe French drain by using a hose to test the flow of the pipe and they found that while most of the water did backup on the pool deck, a portion did drain from the outlet in the curb at the front of the house, indicating the drainswere connected but certainly clogged. The flow of the drain was also tested from the gutter downspout and wasfound to be free flowing, meaning the clog was located in the pool deck section. [redacted] was present during thistest and witnessed the function of the existing drain."[redacted] in his own words told me that we shouldn't have a problem with standing water once he put the surface drains in and if we hada problem with standing water he would come out again and address the issue, since it would be covered in the warranty."As a rule, verbal guarantees of exact future function are never given. We have a written policy that specifies exactlywhat our warranty covers. In order to provide the best service possible, [redacted] always asks that our customerscheck with us should they have any questions or concerns during or after a job is complete. [redacted] personallyinspected all of the work that was done and made all necessary adjustments to make sure the surfacegrates would function as well as possible. He made sure to point out and describe all changes and any correctionsthat were made and tested the flow from the grates through the drain again, before he felt the job could bemarked completed on 11/11/15. Both [redacted] and [redacted] were on site at this time and witnessed [redacted] successfullytest the function of the grates and drain and agreed the work was done. On 11/ 12/15 [redacted] received a text from[redacted] saying they had snaked the pool drain and French drain themselves. Despite the many hours spent by[redacted] and his staff to clear the drains, [redacted] removed any charges related to this portion of the project. [redacted]was emailed their invoice and paid the bill in full on 11/13/16. She was also sent a copy of the attached warrantyper her request on 11!16/15. We proudly warranty parts and service work performed by our company for a fullyear. We cannot and did not offer, or allude an offer, to warranty the parts or service performed by anothercompany. Both complainant's were advised of this verbally during the work and in writing at the completion of thework per the written warranty.[redacted] was ca lled out to their house again on March 151• They claimed the new grates were draining theyard effectively during normal rains, but in very heavy rain it wasn't draining as fast as they would like. [redacted]tested the grates and drain and explained their issue was in the previously installed drain pipe and gave themseveral possible causes and solutions to address the problem and their associated estimated costs. Upon realizingthat there wasn't anything wrong with the surface grates we installed and that we couldn't do anything morewithout additional costs, they began threatening him with legal action including smalls claims court, repeatedlyinsulted our employee by referring to him using a derogatory term and had to be asked specifically to addresshim by name. [redacted] said they would begin leaving bad reviews on public sites if he would not replace theirexisting French drain at no cost to them. Once they became highly emotional, aggressive and threatening in anattempt to escalate the disagreement, [redacted] left their house and asked that I speak with [redacted] to try and find aresolution to their concerns. I texted [redacted] on 3/1/16 the message shown in the attached images. I received aphone call from [redacted] later that day. During this call, which [redacted] advised me she was recording, she admittedthat [redacted] did every item that was listed on the invoice they paid. I also asked her if she felt [redacted] had tried todeceive her in any way she said no, she believed he was honest in sharing with her any of the problems they hadduring the job and she felt confident he addressed every concern they had, including coming out on a holiday inorder to make additional adjustments at no cost to her. When I asked [redacted] to state clearly what exactly shewants from us, she said she wants the entire drainage system, including the French drain we did not install orwarranty, to be replaced at our cost.We feel this is simply a poor attempt to extort a small business by intimidating them into providing aproduct and service to them worth more than 3 times the cost they were willing to pay by repeatedly threateningexcessive legal action and threatening to damage our hard-earned reputation by posting negative reviews onnumerous websites. We have since offered to give them an estimate for the full replacement of the existing drain,but [redacted] states they will only accept the work if it's done for no charge to them. This is a highly unreasonablerequest. We have spent an inordinate amount of time and effort to satisfy their needs prior to this complaint butwe cannot provide them with an entirely new drainage system, when they only elected to pay for a portion of one.Please review the attached documentation which provides copies of all text messages previously mentioned, theaudit history of all estimates presented to [redacted] and [redacted], the final invoice which explains in detail the scope ofwork that was done, and the email containing our warranty that was sent to them on 11/16/ 15 specifically excludingany guarantee for the functionality of their existing drain.At this time we feel we have no further option to offer [redacted] and [redacted] that will resolve thiscomplaint to t heir satisfaction and request we move to arbitration so a binding decision can be made based on allevidence available.Regards,[redacted]
We have contacted an Attorney to further resolve the matterAll correspondence will be forwarded to our AttorneyThank you Regards, [redacted] ***
This letter is to address the complaint made by [redacted] for [redacted] against our company,GreatWater Irrigation & Ecoscapes, on March 2, 2016.We feel strongly that they have no valid complaint regarding the work done by our company at theirhome at [redacted] on November 10th and November 11th of 2015." [redacted] took it upon himself to, without notifying myself or my partner, use the existing drain pipe that was present."Per the attached text message sent on 10/23/15, [redacted] informed [redacted] that we would be attaching to theexisting drainThe drain was also referenced on the detailed quote she received the same dayIn person and inthis complaint, it is stated that"Had [redacted] made us aware and given us the option to install NEW pipe for the french drain, we wouldn't have a complaint." [redacted] was told by [redacted] during our first phone call that she had already received estimates for replacing theexisting pipe and was looking for less expensive repair options (this is confirmed again on the complaint where [redacted] states they asked [redacted] to come out to "give us an estimate on the cost of repairs", not an estimate for installing anew drainage systemThey have each stated since they did get multiple bids from multiple companies forinstalling a new drain system prior to approving our bid to add surface drains, connect the gutter downspouts tothe existing drain and remove the clog from the built in drains on the pool deck."Instead he took it upon himself and made the decision that the existing drain pipe would be sufficient enough to allow the water to flowto the street."During the initial consultation on 10/23/15, [redacted] checked to see if the existing pool drains were connected tothe French drain by using a hose to test the flow of the pipe and they found that while most of the water did backup on the pool deck, a portion did drain from the outlet in the curb at the front of the house, indicating the drainswere connected but certainly cloggedThe flow of the drain was also tested from the gutter downspout and wasfound to be free flowing, meaning the clog was located in the pool deck section [redacted] was present during thistest and witnessed the function of the existing drain." [redacted] in his own words told me that we shouldn't have a problem with standing water once he put the surface drains in and if we hada problem with standing water he would come out again and address the issue, since it would be covered in the warranty."As a rule, verbal guarantees of exact future function are never givenWe have a written policy that specifies exactlywhat our warranty coversIn order to provide the best service possible, [redacted] always asks that our customerscheck with us should they have any questions or concerns during or after a job is complete [redacted] personallyinspected all of the work that was done and made all necessary adjustments to make sure the surfacegrates would function as well as possibleHe made sure to point out and describe all changes and any correctionsthat were made and tested the flow from the grates through the drain again, before he felt the job could bemarked completed on 11/11/Both [redacted] and [redacted] were on site at this time and witnessed [redacted] successfullytest the function of the grates and drain and agreed the work was doneOn 11/ 12/ [redacted] received a text from [redacted] saying they had snaked the pool drain and French drain themselvesDespite the many hours spent by [redacted] and his staff to clear the drains, [redacted] removed any charges related to this portion of the project***was emailed their invoice and paid the bill in full on 11/13/She was also sent a copy of the attached warrantyper her request on 11!16/We proudly warranty parts and service work performed by our company for a fullyearWe cannot and did not offer, or allude an offer, to warranty the parts or service performed by anothercompanyBoth complainant's were advised of this verbally during the work and in writing at the completion of thework per the written warranty[redacted] was ca lled out to their house again on March 151• They claimed the new grates were draining theyard effectively during rains, but in very heavy rain it wasn't draining as fast as they would like [redacted] tested the grates and drain and explained their issue was in the previously installed drain pipe and gave themseveral possible causes and solutions to address the problem and their associated estimated costsUpon realizingthat there wasn't anything wrong with the surface grates we installed and that we couldn't do anything morewithout additional costs, they began threatening him with legal action including smalls claims court, repeatedlyinsulted our employee by referring to him using a derogatory term and had to be asked specifically to addresshim by name [redacted] said they would begin leaving bad reviews on public sites if he would not replace theirexisting French drain at no cost to themOnce they became highly emotional, aggressive and threatening in anattempt to escalate the disagreement, [redacted] left their house and asked that I speak with [redacted] to try and find aresolution to their concernsI texted [redacted] on 3/1/the message shown in the attached imagesI received aphone call from [redacted] later that dayDuring this call, which [redacted] advised me she was recording, she admittedthat [redacted] did every item that was listed on the invoice they paidI also asked her if she felt [redacted] had tried todeceive her in any way she said no, she believed he was honest in sharing with her any of the problems they hadduring the job and she felt confident he addressed every concern they had, including coming out on a holiday inorder to make additional adjustments at no cost to herWhen I asked [redacted] to state clearly what exactly shewants from us, she said she wants the entire drainage system, including the French drain we did not install orwarranty, to be replaced at our cost.We feel this is simply a poor attempt to extort a small business by intimidating them into providing aproduct and service to them worth more than times the cost they were willing to pay by repeatedly threateningexcessive legal action and threatening to damage our hard-earned reputation by posting negative reviews onnumerous websitesWe have since offered to give them an estimate for the full replacement of the existing drain,but [redacted] states they will only accept the work if it's done for no charge to themThis is a highly unreasonablerequestWe have spent an inordinate amount of time and effort to satisfy their needs prior to this complaint butwe cannot provide them with an entirely new drainage system, when they only elected to pay for a portion of one.Please review the attached documentation which provides copies of all text messages previously mentioned, theaudit history of all estimates presented to [redacted] and [redacted] , the final invoice which explains in detail the scope ofwork that was done, and the email containing our warranty that was sent to them on 11/16/ specifically excludingany guarantee for the functionality of their existing drain.At this time we feel we have no further option to offer [redacted] and [redacted] that will resolve thiscomplaint to t heir satisfaction and request we move to arbitration so a binding decision can be made based on allevidence available.Regards, [redacted]
We have contacted an Attorney to further resolve the matter. All correspondence will be forwarded to our Attorney. Thank you.
Regards,
[redacted]
This letter is to address the complaint made by [redacted] for [redacted] against our company,GreatWater Irrigation & Ecoscapes, on March 2, 2016.We feel strongly that they have no valid complaint regarding the work done by our company at theirhome at [redacted] on...
November 10th and November 11th of 2015." [redacted] took it upon himself to, without notifying myself or my partner, use the existing drain pipe that was present."Per the attached text message sent on 10/23/15, [redacted] informed [redacted] that we would be attaching to theexisting drain. The drain was also referenced on the detailed quote she received the same day. In person and inthis complaint, it is stated that"Had [redacted] made us aware and given us the option to install NEW pipe for the french drain, we wouldn't have a complaint."[redacted] was told by [redacted] during our first phone call that she had already received estimates for replacing theexisting pipe and was looking for less expensive repair options (this is confirmed again on the complaint where[redacted] states they asked [redacted] to come out to "give us an estimate on the cost of repairs", not an estimate for installing anew drainage system. They have each stated since they did get multiple bids from multiple companies forinstalling a new drain system prior to approving our bid to add surface drains, connect the gutter downspouts tothe existing drain and remove the clog from the built in drains on the pool deck."Instead he took it upon himself and made the decision that the existing drain pipe would be sufficient enough to allow the water to flowto the street."During the initial consultation on 10/23/15, [redacted] checked to see if the existing pool drains were connected tothe French drain by using a hose to test the flow of the pipe and they found that while most of the water did backup on the pool deck, a portion did drain from the outlet in the curb at the front of the house, indicating the drainswere connected but certainly clogged. The flow of the drain was also tested from the gutter downspout and wasfound to be free flowing, meaning the clog was located in the pool deck section. [redacted] was present during thistest and witnessed the function of the existing drain."[redacted] in his own words told me that we shouldn't have a problem with standing water once he put the surface drains in and if we hada problem with standing water he would come out again and address the issue, since it would be covered in the warranty."As a rule, verbal guarantees of exact future function are never given. We have a written policy that specifies exactlywhat our warranty covers. In order to provide the best service possible, [redacted] always asks that our customerscheck with us should they have any questions or concerns during or after a job is complete. [redacted] personallyinspected all of the work that was done and made all necessary adjustments to make sure the surfacegrates would function as well as possible. He made sure to point out and describe all changes and any correctionsthat were made and tested the flow from the grates through the drain again, before he felt the job could bemarked completed on 11/11/15. Both [redacted] and [redacted] were on site at this time and witnessed [redacted] successfullytest the function of the grates and drain and agreed the work was done. On 11/ 12/15 [redacted] received a text from[redacted] saying they had snaked the pool drain and French drain themselves. Despite the many hours spent by[redacted] and his staff to clear the drains, [redacted] removed any charges related to this portion of the project. [redacted]was emailed their invoice and paid the bill in full on 11/13/16. She was also sent a copy of the attached warrantyper her request on 11!16/15. We proudly warranty parts and service work performed by our company for a fullyear. We cannot and did not offer, or allude an offer, to warranty the parts or service performed by anothercompany. Both complainant's were advised of this verbally during the work and in writing at the completion of thework per the written warranty.[redacted] was ca lled out to their house again on March 151• They claimed the new grates were draining theyard effectively during normal rains, but in very heavy rain it wasn't draining as fast as they would like. [redacted]tested the grates and drain and explained their issue was in the previously installed drain pipe and gave themseveral possible causes and solutions to address the problem and their associated estimated costs. Upon realizingthat there wasn't anything wrong with the surface grates we installed and that we couldn't do anything morewithout additional costs, they began threatening him with legal action including smalls claims court, repeatedlyinsulted our employee by referring to him using a derogatory term and had to be asked specifically to addresshim by name. [redacted] said they would begin leaving bad reviews on public sites if he would not replace theirexisting French drain at no cost to them. Once they became highly emotional, aggressive and threatening in anattempt to escalate the disagreement, [redacted] left their house and asked that I speak with [redacted] to try and find aresolution to their concerns. I texted [redacted] on 3/1/16 the message shown in the attached images. I received aphone call from [redacted] later that day. During this call, which [redacted] advised me she was recording, she admittedthat [redacted] did every item that was listed on the invoice they paid. I also asked her if she felt [redacted] had tried todeceive her in any way she said no, she believed he was honest in sharing with her any of the problems they hadduring the job and she felt confident he addressed every concern they had, including coming out on a holiday inorder to make additional adjustments at no cost to her. When I asked [redacted] to state clearly what exactly shewants from us, she said she wants the entire drainage system, including the French drain we did not install orwarranty, to be replaced at our cost.We feel this is simply a poor attempt to extort a small business by intimidating them into providing aproduct and service to them worth more than 3 times the cost they were willing to pay by repeatedly threateningexcessive legal action and threatening to damage our hard-earned reputation by posting negative reviews onnumerous websites. We have since offered to give them an estimate for the full replacement of the existing drain,but [redacted] states they will only accept the work if it's done for no charge to them. This is a highly unreasonablerequest. We have spent an inordinate amount of time and effort to satisfy their needs prior to this complaint butwe cannot provide them with an entirely new drainage system, when they only elected to pay for a portion of one.Please review the attached documentation which provides copies of all text messages previously mentioned, theaudit history of all estimates presented to [redacted] and [redacted], the final invoice which explains in detail the scope ofwork that was done, and the email containing our warranty that was sent to them on 11/16/ 15 specifically excludingany guarantee for the functionality of their existing drain.At this time we feel we have no further option to offer [redacted] and [redacted] that will resolve thiscomplaint to t heir satisfaction and request we move to arbitration so a binding decision can be made based on allevidence available.Regards,[redacted]