Hicks Landscape Contractors of Zebulon, Inc,

Shoddy work and very poor communication due to either lack of experience on the part of a new salesman or simply very bad job supervision. It is sad that I must file this complaint but feel an obligation to other potential customers. I used Hicks three times but will never again contact them. The first job was satisfactory. I worked directly with [redacted]. It is the next two that were failures. I believe that is because of a new salesman recently hired. The first job was in an area that is not highly trafficked plus this was one of the first jobs by the new hire so I was patient and chocked up the failure to complete the job satisfactorily to inexperience. The main problem was failure to install natural stone on hillside steps properly as many came up almost immediately after being placed and upon walking on them for the first time. Again, in a remote area so I chose bot to insist on completion. My feeling was he would improve with time and experience. This last job was just too much to bear. Again, I was passed to the new salesman rather than [redacted] directly. Communication was TERRIBLE. Excuses were constant as were delays. A simple stone path with flagstone inlays was requested. I pointed out the location of underground irrigation heads and explained they needed to be paid attention to. I had a previous appointment and could not remain to oversee the job - but felt that was not my responsibility. That is what the salesman/job super is for. Manage his crew AND point out if any additional charges might accrue due to proceeding with the job; BEFORE beginning the job. When I returned I was asked to review the work, noticed the stone path had been INSTALLED OVER THE HEADS and I was now being asked to pay additional to repair the work! This is tantamount to taking your car in for an oil change and being asked to pay for a major tune up without prior approval. Or bait and switch. The job was to begin the first week of April. The path was laid over the heads AFTER I pointed them out to the salesman and made clear they must be paid attention to and not be damaged by the path. He agreed. There was no mention of any additional charge. I was satisfied I would be made whole at that point under the original terms of the contract. It is unvelievable how poorly managed this has been and words fail as to describing how upset I am. Rather than simply making this right, Hicks chooses to claim the job is complete - which it is NOT. I have been advised they will not fix the sprinkler heads and are insisting on full payment. I have advised I will then hire a separate contractor now to repair the heads and deduct that cost from the balance due Hicks. Sad. This could have been avoided had I been given the courtesy of a return phone call rather than delayed email. DATES: 12 March - signed contract and paid initial due to begin workWEEK of 7 April - work is to begin4/9 - I get 1st plan 4 review/approve from salesman4/9 - I reply with modification/suggestion4/18 - ten days until I get a reply I am advised this date to pay extra for sprinkler repair4/19 - I notify salesman I won't pay extra for sprinkler repair; must be part of original job; which isn't complete4/20 - Trying to meet Hicks 1/2 way; I agree to pay the material charge of $50 but not labor at $2504/20 - salesman ** will speak with [redacted] for approval to go forward4/22 - salesman reverses course; ** can not accommodate request to make repair under original contract4/23 - I respond to salesman advising I won't pay balance due until the job - including sprinkler head repair - is complete4/28 - salesman advises will not make the repair; insists on payment in full4/28 - I advise that will not happen and will file complaintDO NOT deal with anyone except [redacted] directly or be prepared for a big surprise. I would recommend finding a different contractor and save the headaches.Desired SettlementRepair the heads; else agree to accept final payment less the cost of different hired contractor by me to repair the heads; which is being suggested by Hicks representative.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@hickslandscape.comWe take pride and satisfaction on the quality of our work as well as our efforts to communicate with our clients. In this situation, I feel that we have met that goal. Below is a detailed list of the series of events that have led us to request the client to find another contractor.Dates of service:1/23/14 11:22 am: Client requests moving appt. Hicks accommodated.1/23/14 11:53 am: Client requests moving appt and "then it must be 8 am" Hicks accommodated1/27/14 8: 00 am: Met with client discussed design revision.1/31/14 8:30-10:30 am: Sketching design and completing a plant design2/3/14 10:03 am: Sent design sketch and agreed to send line item pricing as soon as back from vendors2/3/14 11:57 am: Client replies: "See attached. Some questions and "tweaking"... This is a good start. Looking for the "line item" pricing."2/??/14 - 03/??/14: Client unavailable due to personal matters3/10/14: Client now available and requests revised pricing3/11/14 7:16pm: Sent revised estimate with removal of mulch and 1 (team hour). Client very budget conscious and wants to pick and choose the exact services he wants.03/11/14 11: 34 pm: Client replies that the contract is correct and ready to sign contract Contract line item:1) Construct a walkway as shown on the design sketch using [redacted] Gravel. This area will require approximately 3 cubic yards of material to construct the walkway paths. Edge restraint will be installed along the perimeter to maintain location of gravel. We will deliver an additional 1 yard which will be sued on the pathways in the backyard.2) Install 1 ton of flagstone stepping stones approximately every 18" along the pathways constructed in line items #1 as well as a line leading to the driving range as shown on the design sketch.3) Install (2) [redacted] holly trees below the wall on the right side of the home. The area will be identified prior to beginning.4) Debris removal included.NOTE: We have included 7 hours for this project. If additional time is available before 8 hours has been depleted, we will dig soil away from the boulder near the lower oasis. If it requires additional time to remove the soil, it will be charged at a rate of $225/hour with prior approval of additional hours.Client calls office and pays 50% deposit to proceed with terms of contract.03/12/14 8: 27 am: Client emails request for someone to call him so he can process deposit over the phone. Also wanted to know if we could find any better price option for the flagstone stepping stones.03/??/14. Met onsite at 8 am. Multiple attempts were made in painting walkway boundaries before final approval was given. Approximately 1 hour was spent confirming boundary location. At this point the irrigation issues were confirmed and it was explained that we would need to have our irrigation crew to perform this revision. As no irrigation service was included or listed original contract, it was understood that this would be a different service and charged accordingly.4/??/14 received phone call from client praising the project but was going to require some changes. Per the client request, we removed sod beyond the painted marks that he had agreed on, which resulted in disrupting turf over the property line. Neighbor was very unhappy and demanded a repair. Client requests, I provide a revised plant suggestion so that screening can be made and change the overall design due to the issue with neighbor. Explained to client that we had used all hours included in his original contract and the client stated that he understood.4/??/14: Met with [redacted] and took photos of area to be revised. 04/09/14 7:22 am. Emailed design of screening to client for his approval.04/09014 5:26 pm: Client emailed response on design and stated nothing about the irrigation. The specific requests were:- We are talking of a tighter spacing for the flagstone in this area- Need time for installing plants- Time for the lower oasis leveling04/18/14 12:50 pm: While on vacation, salesman took time to provide client with a revised proposal based on the final determined changes requested by client.04/19/14 8:07 am: Client now requests canceling the lower oasis segment. Client states he is not paying for the repair of the sprinklers. The client feels this should have been included in original contract. Client also approves moving forward to the patio and plant installation.04/20/14 5:05 pm: Client emailed that a change was requested. Now client wants:- Cancel the patio- Keep the component of the lower oasis and plantings.- Client agrees to pay the $50 materials cost of the irrigation repair.Client stated that they were only available this week.04/20/14 5: 19 am: Hicks sent email to client explain that we cannot complete by Wednesday as requested. Explained that business was closed for Easter Monday and would follow up on Tuesday.04/21/14 9:14 pm: Client emailed that we should forget this Wednesday. This will give client time to excavate some of the pathway. Requests Hicks to look for some time next week.04/22/14 12:58 pm: Emailed client revised proposal with the latest change. Explained again that the irrigation was not included or listed on the original contract. Also reminded client that we could not have included in original contract as we could be sure of which heads would require relocating until location of pathway was determined.04/23/14 9:49 am: Client demands that we repair the irrigation at no charge. Now he states that the work that was approved and completed is unsatisfactory and also a previous job which client provided Hicks with his approval and satisfaction as well as payment, is now unsatisfactory. 04/28/14 5:02 pm: Emailed client and explained again that irrigation was not included. Also sent a copy of original contract which client chooses to disregard. After discussion with company management, we request that the client pay for the contract balance and future service to be completed by a different contractor.04/28/14 6: 02 pm: Client emailed that he is unsatisfied and will hire someone else but plans on withholding the repair cost from the amount due Hicks Landscape Contractors. Client states at this time that he will be filing complaint with Revdex.com.Consumer Response REGARDS 03/??/14 - There was clear instruction BEFORE the path was laid that the sprinkler heads must be taken into consideration. That was acknowledged on site BEFORE the construction began. There was mention of a separate crew needed to handle that component but NO mention of additional cost associated with that effort. All of this discussion that irrigation was not included in the original bid is AFTER THE FACT.REGARDS 4/??/14 - It is not correct that the neighbor demanded repair of the removal the approximately 6" x 15' of grass on her side of the property line as they are planning removal of the rest of the grass in that area to create a garden space. Plus, that is irrelevant to this discussion. REGARDS 4/9/14 - (7.23am)- The email sent only included two pictures of the proposed addition. (5.26pm) My reply was specific to the new proposal. I had explained earlier that I would not pay the additional amount due for the original job until that was complete and it would not be complete until the damaged sprinkler heads by the construction crew were repaired. At this point I was still waiting for a response on this issue.NOTE: Between 4/9 and 4/18 I had heard nothing from Hicks Landscaping. My aggravation at the lack of customer service and communication continued to grow. I had been patient and understanding but not hearing a thing I contacted [redacted] directly on his cell and also left a message at the work line. These messages were both left between 4.30-5pm. I expressed my deep disappointment in Hicks' seeming unwillingness to discuss my complaint. Surprisingly, rather than hearing from the owner [redacted], I received - finally - a call from the salesman a day or two later. He said he would discuss my concern with "the office" and get back to me. I awaited a response.REGARDS 4/18-19-20/14 - I received the new proposal on 4/18 In it was $300 to REPAIR the sprinklers. I reminded the salesman of our conversation in that the original job was not complete until the sprinkler heads were repaired from that construction.Below is a copy of one email exchange at this point:BEGIN COPIED EMAIL 4/20/14[redacted], I spoke to [redacted] and it can't be worked in this week. She feels it can by next week. We are about 4 days behind from the rain days the past 2 weeks. Let me tell her the latest plan and see if that changes the schedule. We are closed for Easter Monday so I will follow up with you on Tuesday.Thanks again[redacted]Sent from my iPhoneOn Apr 20, 2014, at 5:05 PM, [redacted] wrote: I have re visited your proposal. 1 - Cancel the patio2 - keep the component for the lower oasis and plantings $450.3 - I'll pay the $50 for the materials for completing the sprinkler head repair from the original job in order to finish that job. I am available Wednesday only this week. Let's get this done.END COPIED EMAILI offered to pay the $50 in materials in an attempt to reach a compromise and finally get this job complete and behind us.TAKE NOTE: here is the original estimate copied from the revised proposal:BEGIN COPYIrrigation service: Repair irrigation system on right side of driveway from construction.NOTE: This service is offered at a rate of $125/hour for (3) servicemen and all necessaryequipment.Initial Estimate 2 hoursMaterials Estimate: $50Initial Value: $300END COPY1 - Hicks was made aware of the location of the sprinkler heads PRIOR TO construction of the path and there was acknowledgement of same.2 - There was mention of a separate crew to handle the sprinkler head issue but no mention of additional cost over and above what the agreed contract price was.3 - Most importantly, it is incredible to me that a supposed experienced crew would proceed with the laying of the path ON TOP OF a known sprinkler head and then come back and request additional payment for the REPAIR of those heads.4 - I note in the new proposal an ACKNOWLEDGEMENT by Hicks that it is to "Repair irrigation system on right side of driveway from construction."5 - In an attempt to reach a reasonable compromise I indicated I would pay the estimated cost of the parts at $50. I am still willing to do this in an attempt to get this completed. It has gone on far too long.I hope Hicks Landscaping will see their error and reach a similar conclusion. I can not wait too much longer as the weather is getting warmer and I can not turn on my sprinkler system until this issue is resolved. I would not want damage to my yard happen as a result of failure to resolve this issue and result in a compounded damage discussion.I remain hopeful we can reach agreement SOON. I am waiting on final resolution before hiring a different company to repair the damage. I can not wait much longer. I want this resolved before the end of May 2014.Business Response As the irrigation repair was not listed or included in the contract we feel we have completed our contracted portion of the project. However, we will still honor the offer to repair the irrigation system for $125/hour plus materials for 2 servicemen . We estimate this to take about 2-3 hours but it is only offered at an hourly rate. This is a discounted rate as it is typically $150/hour. Consumer Response Just a reminder. I was NOT satisfied. I had repairs of the damage done by Hicks completed by a different Landscape Co due to Hicks' non-responsiveness.