Green Thumb Lawn Care N Landscape LLC

Initial Business Response / [redacted] (1000, 7, 2015/10/20) */ We do guarantee our plants for one yearDue to the extremely hot weather pattern we were in we were waiting for the weather to break before planting the new plantWe apologize for this not being communicated to the customerPlant has been replaced Initial Consumer Rebuttal / [redacted] (2000, 9, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company did replace the dead plant

Initial Business Response / [redacted] (1000, 9, 2015/07/10) */ Mr [redacted] did alert us to the fact that he noticed some damage to his siding via emailI immediatly responded letting him know I was sorry to hear of this and would get someone out to take a look We did come out on May 29th in the evening and [redacted] looked at the damage and concluded that it was damage done by a trimmerI informed Mr [redacted] that we could get this fixed if he could provide a little information ie: Builder, date built, I spoke with he employees that service the yard and no one admitted to or remembers hitting or damaging his homeI spoke with mr [redacted] and in an effort to provide good customer service we could take care of itBut based on business needs and logistics we have had to sever ties with a few properties

We gave Mrs [redacted] a bid before hand on some landscape workCut the cherry tree down in the front landscape bed in front of her front door Stump grind the stump Remove the dead bush on the right side of the sidewalk as well When our crew arrived they contacted the office because Mrs [redacted] had asked in addition to stump grinding could we rake away from the tree a couple of feet on all sides to ensure when we stump ground the stump we would get a majority of the surface roots exposed as well we said we couldThe crew on site said because of the landscape lava rock in the beds we could take a chance on breaking a window when we completed the stump grinding they suggested we dig the stump out by hand to avoid thisThe office agreedWe did charge for all this because we did everything we said we would cut the tree downremove the stumpremove the bush we had the landscape crew remove the stump by hand taking the extra time to do so as a safety precaution to avoid any damage to the house from the machine because the tree was located so close to the front door and front windowsWe removed all debris and hauled away In the end as a measure of safety the end result was what the homeowner wanted we took the extra time to complete it a little differentlyI explained this on the phone to Mrs [redacted] at length Mon Oct9th 23.0mins phone call and at the conclusion had no idea she was not satisfied with our explanation of what we did and how we did it untill seeing the Revdex.com complaint

Initial Business Response / [redacted] (1000, 9, 2015/09/09) */ We were contacted by the Lights to do a sod job and some grading work at their homeWhen Mrs [redacted] called us she stated that she needed someone to come out ASAP, they were firing their current contractor, and that the job had been going on for monthsUpon meeting with them they told us what they wanted done and we wrote up the estimate and the estimate was acceptedAt the time of acceptance we told them that we were - weeks out for schedulingMrs [redacted] insisted that they needed it done sooner than that, so I told her I would have the work done by August 1stThe work was done before August 1stThe customer was happy up until we showed up the final day to finish the work We were in constant communication with the customer via phone, email and meeting in person and talked to the homeowner each time we were out doing work and they knew every step of the way what we were doingBased on our conversations with both the husband and the wife there seemed to be a lack of communication between the of themThe husband would ask/direct us to do one thing and then we would get an email from the wife stating something completely differentThe wife at one time even mentioned that her husband was a perfectionist Upon completing the job they notified us that there was a drainage issue, this was the first time this was ever brought up to usThe customer agreed to pay additional money to have us grade the area again to fix the drainage problem instead of installing a drainage system connecting the downspouts to correct the problemSince the time we met initially we have been in constant communication via phone, email, in personEither myself or the jobsite foreman has been able to answer any questions they might have We have completed over 60% of the second phase of the work and feeling that most of the work for the additional money was done we are prepared to offer a refund of and a sign waiver of liability

Initial Business Response /* (1000, 7, 2015/10/20) */
We do guarantee our plants for one yearDue to the extremely hot weather pattern we were in we were waiting for the weather to break before planting the new plantWe apologize for this not being communicated to the customerPlant has been
replaced
Initial Consumer Rebuttal /* (2000, 9, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did replace the dead plant

Initial Business Response /* (1000, 9, 2015/09/09) */
We were contacted by the Lights to do a sod job and some grading work at their homeWhen Mrs*** called us she stated that she needed someone to come out ASAP, they were firing their current contractor, and that the job had been
going on for monthsUpon meeting with them they told us what they wanted done and we wrote up the estimate and the estimate was acceptedAt the time of acceptance we told them that we were - weeks out for schedulingMrs*** insisted that they needed it done sooner than that, so I told her I would have the work done by August 1stThe work was done before August 1stThe customer was happy up until we showed up the final day to finish the work
We were in constant communication with the customer via phone, email and meeting in person and talked to the homeowner each time we were out doing work and they knew every step of the way what we were doingBased on our conversations with both the husband and the wife there seemed to be a lack of communication between the of themThe husband would ask/direct us to do one thing and then we would get an email from the wife stating something completely differentThe wife at one time even mentioned that her husband was a perfectionist
Upon completing the job they notified us that there was a drainage issue, this was the first time this was ever brought up to usThe customer agreed to pay additional money to have us grade the area again to fix the drainage problem instead of installing a drainage system connecting the downspouts to correct the problemSince the time we met initially we have been in constant communication via phone, email, in personEither myself or the jobsite foreman has been able to answer any questions they might have
We have completed over 60% of the second phase of the work and feeling that most of the work for the additional money was done we are prepared to offer a refund of and a sign waiver of liability

Complaint: ***
I am rejecting this response because:
I just received the business response yesterday and I do not agree with itI have written a response and will be putting it in the mail todayPlease do not close this complaint
Sincerely,
** *** ***

Initial Business Response /* (1000, 9, 2015/07/10) */
Mr *** did alert us to the fact that he noticed some damage to his siding via emailI immediatly responded letting him know I was sorry to hear of this and would get someone out to take a look
We did come out on May 29th in the evening
and *** looked at the damage and concluded that it was damage done by a trimmerI informed Mr*** that we could get this fixed if he could provide a little information ie: Builder, date built, I spoke with he employees that service the yard and no one admitted to or remembers hitting or damaging his homeI spoke with mr *** and in an effort to provide good customer service we could take care of itBut based on business needs and logistics we have had to sever ties with a few properties

Initial Business Response /* (1000, 7, 2015/10/20) */
We do guarantee our plants for one year. Due to the extremely hot weather pattern we were in we were waiting for the weather to break before planting the new plant. We apologize for this not being communicated to the customer. Plant...

has been replaced.
Initial Consumer Rebuttal /* (2000, 9, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did replace the dead plant.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Even though there was quite a bit of leveling to do, my wife and I did that yesterday by adding top soil and seed.  As far as the day they arrived in August, it was in the high 90's and not the kind of weather to re-plant grass seed even though we have an irrigation system.  I would not recommend Green Thumb to perform this kind of work.  The front yard plantings were very satisfactory as was the rebuilding of the small landscape wall.  However, the drainage work was a problem from the start.
Sincerely,
[redacted]

On March 28 our operations manager came out and put more dirt behind the wall.  On May 20th Mrs. [redacted] called again stating the dirt still had not been delivered.  On June 13th we arrived to install more dirt at that time she told the guys to leave and did not want us to backfill the...

dirt.  She then called back asking when we were going to install the dirt.  [redacted] spoke with Mrs. after this and scheduled an appointment for June 27 at 3:05pm to come out and backfill the dirt.  We arrived on time on June 27th her husband met us and we backfilled the dirt.

We gave Mrs. [redacted] a bid before hand on some landscape work. 1. Cut the cherry tree down in the front landscape bed in front of her front door  85.002. Stump grind the stump 50.003. Remove the dead bush on the right side of the sidewalk as well 10.00 When our crew arrived they contacted...

the office because Mrs. [redacted] had asked in addition to stump grinding could we rake away from the tree a couple of feet on all sides to ensure when we stump ground the stump we would get a majority of the surface roots exposed as well we said we could. The crew on site said because of the landscape lava rock in the beds we could take a chance on breaking a window when we completed the stump grinding they suggested we dig the stump out by hand to avoid this. The office agreed. We did charge for all this because we did everything we said we would 1. cut the tree down2. remove the stump3. remove the bush   we had the landscape crew remove the stump by hand taking the extra time to do so as a safety precaution to avoid any damage to the house from the machine because the tree was located so close to the front door and front windows. We removed all debris and hauled away In the end as a measure of safety the end result was what the homeowner wanted we took the extra time to complete it a little differently. I explained this on the phone to Mrs. [redacted] at length Mon Oct. 9th 23.0mins phone call and at the conclusion had no idea she was not satisfied with our explanation of what we did and how we did it untill seeing the Revdex.com complaint.

Complaint: [redacted]
I am rejecting this response because: The events of June 13th aren't accurate.  At no time did Mrs. [redacted] tell the workers to leave.  When the workers arrived they looked at the drainage system and spoke of the shoddy workmanship.  The workers called their boss ([redacted]); then [redacted] called my wife and he told her the workers didn't know what they were talking about.  Then my wife handed her phone to one of the workers who spoke with [redacted].  The workers also called one of the installers who then spoke with my wife and he also her that the "laborers" didn't know what they were talking.  The workers said the dirt had junks of wood and was not acceptable. They left and said they would be back later.  They didn't return.  My wife spoke to [redacted] on June 16th or 17th and he said they couldn't get her back on the schedule for 10 days.
They did fill in the dirt on 6/27 as indicated.
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/07/10) */
Mr [redacted] did alert us to the fact that he noticed some damage to his siding via email. I immediatly responded letting him know I was sorry to hear of this and would get someone out to take a look
We did come out on May 29th in the...

evening and [redacted] looked at the damage and concluded that it was damage done by a trimmer. I informed Mr. [redacted] that we could get this fixed if he could provide a little information ie: Builder, date built, I spoke with he employees that service the yard and no one admitted to or remembers hitting or damaging his home. I spoke with mr [redacted] and in an effort to provide good customer service we could take care of it. But based on business needs and logistics we have had to sever ties with a few properties.

Due to weather last week and the nature of our work we were not able to get the consumer's residence until the morning of 10/29/16 at which time we performed the necessary action on the drainage system as requested by the consumer. As we did come by the residence in August to fix the problem the...

consumer made clear that timeframe would not work for them Green Thumb apologizes for the last visit taking so long to schedule.

Initial Business Response /* (1000, 9, 2015/09/09) */
We were contacted by the Lights to do a sod job and some grading work at their home. When Mrs. [redacted] called us she stated that she needed someone to come out ASAP, they were firing their current contractor, and that the job had been going on...

for months. Upon meeting with them they told us what they wanted done and we wrote up the estimate and the estimate was accepted. At the time of acceptance we told them that we were 4 - 6 weeks out for scheduling. Mrs. [redacted] insisted that they needed it done sooner than that, so I told her I would have the work done by August 1st. The work was done before August 1st. The customer was happy up until we showed up the final day to finish the work.
We were in constant communication with the customer via phone, email and meeting in person and talked to the homeowner each time we were out doing work and they knew every step of the way what we were doing. Based on our conversations with both the husband and the wife there seemed to be a lack of communication between the 2 of them. The husband would ask/direct us to do one thing and then we would get an email from the wife stating something completely different. The wife at one time even mentioned that her husband was a perfectionist.
Upon completing the job they notified us that there was a drainage issue, this was the first time this was ever brought up to us. The customer agreed to pay additional money to have us grade the area again to fix the drainage problem instead of installing a drainage system connecting the downspouts to correct the problem. Since the time we met initially we have been in constant communication via phone, email, in person. Either myself or the jobsite foreman has been able to answer any questions they might have.
We have completed over 60% of the second phase of the work and feeling that most of the work for the additional money was done we are prepared to offer a refund of 2000.00 and a sign waiver of liability.