Green Acres Outdoor Living

8/25/14This letter is in response to the letter dated 8/21/with regards to ID # [redacted] We first received this notice on 8/25/The customer ordered a gymset moveThis includes minutes load & minutes unload time and one-way miles from store to final destinationThis does not include a site prep or levelingThe customer originally purchased their gymset from us in On their order, they purchased delivery with setup which clearly states: “Homeowner responsible to ensure site is level, & accessible before arrival of installation crew.” The customer was aware since that leveling a site is not included with setups as they opted not to purchase a site prep when thcy purchased the gymsetSite preps have always been separate from delivery because there are many variations from yard to yard.On 7/29/14, the gymset was moved and re-setupThe customer was unhappy that we didn’t level the setWe explained that it would be an extra $for a hand dig to level it outThe customer was still very unhappy, so we offered to meet them halfway on the priceThey agreed, and our technician returned on 7/30/to level the site for $(which was paid om 8/1/14)On 8/8/14, the customer called because they were unhappy that the wooden gymset was making noisesOur salesperson said she’d look into the issue with the managementOn 8/15/14, our service dispatcher and the store manager went out to personally ensure that all of the issue were handled to the customer's fullest expectationsThank you, Karen K

Thank you for the opportunity to respond to this complaintFortunately, customers who are not happy with our products are extremely rare, since we truly do care about them
and try to treat them as we'd like to be treatedBelow is my understanding of the situation after researching it.
When ** *** received his first chicken coop, he felt it was of inferior quality - wasn't happy with they way the interior lookedMost customers are not concerned about the appearance of the interior of a chicken coop, and we felt it met our quality standardsDespite that,we offered to order him another one, and instructed the manufacturer to go above their quality standards for *** ***. We allowed ** *** to keep (and even modify to suit their need) the first one until the new one arrived. We also gave him a $credit for the hassle, despite the fact that we were doing all the pickup and deliveries to his place at no chargeWhen the replacement arrived, We allowed them to inspect it before accepting it as a replacementBecause they were again unhappy with the quality, (which was greatly improved) we offered to completely refund their money and still allow them to keep the coop until they could get one from another supplierAgain the offer was refusedWe delivered the new coop no charge, and offered to pick up the old coop no charge. In order to work with their schedule as much as possible, and to avoid them having to wait for us at the site, we offered to call them one hr prior to our coming, which we didWhen we called to let them know we were ready for pick up they refused saying it was too late in the day and would call the office to reschedule.
At this point, ** *** had two of our chicken coups, but had only paid for oneWe'd offered a full refund, which was refusedWe'd tried building a special replacement for him above our standards at no additional costWe left him use the first coop while building the secondWe tried offering an additional $despite the fact that the chicken coop was not truly defective in the first place.
It's obvious to any casual observer that we're well in the red on *** ***'s sale with our excessive efforts to make him happy already.
I do not believe we are capable of making him happy with any reasonable action on our part, therefore, further credit is out of the question.
We are definitely not a fit for him, have market his account, and will not be doing business with him in the future...if all our customers behaved like that, it'd be impossible for our business to surviveWe're fortunate that over 45,other customers in the Lehigh Valley have found us to be reasonable and love our company. Perhaps he will find a supplier that will suit his needs, but we're definitely not a fit
Sincerely,
Cleon S***

Thank you for the opportunity to respond to this complaintFortunately, customers who are not happy with our products are extremely rare, since we truly do care about them and try to treat them as we'd like to be treatedBelow is my understanding of the situation after researching it. When **
*** received his first chicken coop, he felt it was of inferior quality - wasn't happy with they way the interior lookedMost customers are not concerned about the appearance of the interior of a chicken coop, and we felt it met our quality standardsDespite that,we offered to order him another one, and instructed the manufacturer to go above their quality standards for *** ***. We allowed ** *** to keep (and even modify to suit their need) the first one until the new one arrived. We also gave him a $credit for the hassle, despite the fact that we were doing all the pickup and deliveries to his place at no charge.When the replacement arrived, We allowed them to inspect it before accepting it as a replacementBecause they were again unhappy with the quality, (which was greatly improved) we offered to completely refund their money and still allow them to keep the coop until they could get one from another supplierAgain the offer was refusedWe delivered the new coop no charge, and offered to pick up the old coop no charge. In order to work with their schedule as much as possible, and to avoid them having to wait for us at the site, we offered to call them one hr prior to our coming, which we didWhen we called to let them know we were ready for pick up they refused saying it was too late in the day and would call the office to reschedule. At this point, ** *** had two of our chicken coups, but had only paid for oneWe'd offered a full refund, which was refusedWe'd tried building a special replacement for him above our standards at no additional costWe left him use the first coop while building the secondWe tried offering an additional $despite the fact that the chicken coop was not truly defective in the first place. It's obvious to any casual observer that we're well in the red on *** ***'s sale with our excessive efforts to make him happy already. I do not believe we are capable of making him happy with any reasonable action on our part, therefore, further credit is out of the question. We are definitely not a fit for him, have market his account, and will not be doing business with him in the future...if all our customers behaved like that, it'd be impossible for our business to surviveWe're fortunate that over 45,other customers in the Lehigh Valley have found us to be reasonable and love our company. Perhaps he will find a supplier that will suit his needs, but we're definitely not a fit Sincerely, Cleon S***

8/25/14This letter is in response to the letter dated 8/21/14 with regards to ID #[redacted]. We first received this notice on 8/25/14. The customer ordered a gymset move. This includes 30 minutes load & 30 minutes unload time and 25 one-way miles from store to final destination. This...

does not include a site prep or leveling. The customer originally purchased their gymset from us in 2011. On their order, they purchased delivery with setup which clearly states: “Homeowner responsible to ensure site is level, & accessible before arrival of installation crew.” The customer was aware since 2011 that leveling a site is not included with setups as they opted not to purchase a site prep when thcy purchased the gymset. Site preps have always been separate from delivery because there are many variations from yard to yard.On 7/29/14, the gymset was moved and re-setup. The customer was unhappy that we didn’t level the set. We explained that it would be an extra $99 for a hand dig to level it out. The customer was still very unhappy, so we offered to meet them halfway on the price. They agreed, and our technician returned on 7/30/14 to level the site for $49.00 (which was paid om 8/1/14).
On 8/8/14, the customer called because they were unhappy that the wooden gymset was making noises. Our salesperson said she’d look into the issue with the management. On 8/15/14, our service dispatcher and the store manager went out to personally ensure that all of the issue were handled to the customer's fullest expectations.
Thank you, 
Karen K

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting and accepting this response because: 
I accept they came back out and the manager had to re tighten all the bolts which he said we not done properly upon the original move.
I guess I should of read the fine print on the initial purchase about a move b/c that was not relayed on the phone very well that the $400-$500 was just pickup, drive, and put on site (poorly tightened and not setup to level).
When a supervisor comes out and states one mover was new and the other doesn't typically do swingsets its disappointing.  I respected that man's honesty at least.  
The final store manager visit was a nice touch and after the set was adjusted (bolts tightened there was improvement)
Regards,
[redacted]

Review: Green Acres was supposed to move our swingset that we originally purchase from them a few years back (over 2k swingset) for a large amount of $400 plus dollars.

Upon installation the swingset was just slapped into the yard and not leveled. (the slide was broken but they are replacing that).

However the major complaint is they said they will have to come out again and charge $99 to level the swingset with digging.

When you hire a company to disassemble, move, and set up a swingset it should include installing it safely and leveling it. Otherwise what's the point of hiring someone to

to throw it in the yard and leave.

Then offering us 1/2 price to level it doesn't resolve the main issue. The issue is when you hire a professional install it should be done right for the initial price.Desired Settlement: Billing adjustment, Apology.

Business

Response:

8/25/14This letter is in response to the letter dated 8/21/14 with regards to ID #[redacted]. We first received this notice on 8/25/14. The customer ordered a gymset move. This includes 30 minutes load & 30 minutes unload time and 25 one-way miles from store to final destination. This does not include a site prep or leveling. The customer originally purchased their gymset from us in 2011. On their order, they purchased delivery with setup which clearly states: “Homeowner responsible to ensure site is level, & accessible before arrival of installation crew.” The customer was aware since 2011 that leveling a site is not included with setups as they opted not to purchase a site prep when thcy purchased the gymset. Site preps have always been separate from delivery because there are many variations from yard to yard.On 7/29/14, the gymset was moved and re-setup. The customer was unhappy that we didn’t level the set. We explained that it would be an extra $99 for a hand dig to level it out. The customer was still very unhappy, so we offered to meet them halfway on the price. They agreed, and our technician returned on 7/30/14 to level the site for $49.00 (which was paid om 8/1/14).On 8/8/14, the customer called because they were unhappy that the wooden gymset was making noises. Our salesperson said she’d look into the issue with the management. On 8/15/14, our service dispatcher and the store manager went out to personally ensure that all of the issue were handled to the customer's fullest expectations.Thank you, Karen K

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting and accepting this response because: I accept they came back out and the manager had to re tighten all the bolts which he said we not done properly upon the original move.