Groen Landscape

Initial Business Response /* (1000, 8, 2017/08/01) */
Groen Landscape was made aware of an issue of a few dead plants on March 28th, The issue was resolved and customer was happy with replacementsAfter we replaced the plants that were requested to be done on March 28th, the customer
made it aware there was a dead rose bush on April 26th, that he wanted replaced before his warranty expiredWe communicated with him that we would resolve the issue and get it on our schedule as soon as possibleWe put the request on our service call list and got busier than we could handle right around the same timeDue to being over booked and short on man power, we were not able to complete the service call as soon as we should haveOn June 23rd, the customer made it aware that the request had not been completed and at the time I had requested he forward the information to our Office Manager who handles all scheduling directlyHe did so and she said she would get it on the scheduleShe re-scheduled the service call and was trying to schedule it to be done next time we were in the Homeowners areaA few more weeks went by and the service call still had not been completedThe customer reached out to me via text and had made it clear the request still had not completedI responded to him that I personally do not handle the scheduling of warranty work and to get in contact with our office manager directly in regards to the scheduling
The issue should have been taken care off earlier in the seasonThe customer has the right to be upset and we do apologize for not taking care offI tried to be transparent and honest with him about everythingIt simply fell thru the cracks and that is a mistake on our end
We will do whatever we have to resolve this issue
Initial Consumer Rebuttal /* (2000, 10, 2017/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)