Hughes Landscaping, Inc.

I
am responding to the complaint from customer [redacted], of which I documented
detailed notes. He is absolutely correct in stating that on Saturday, October
29th our irrigation technician did oversleep and was running very late
this day. Our technician contacted me by cell...

phone and I instructed
him to reach out to customers and see if he could accommodate his appointments
at a different time that day. It is understandable that this was an
inconvenience to Mr. [redacted] and he wished to reschedule.I
personally contacted Mr. [redacted] on Monday, October 31st and rescheduled his
appointment for Wednesday, November 2nd at 5pm. Mr. [redacted] was nice and
understanding at this time, and I did accommodate him as quickly as possible,
keeping in mind this is a very busy time for irrigation winterization. I did
schedule the appointment with the same technician, and I apologized for the
inconvenience.On
Wednesday, November 2nd, the irrigation technician arrived at approx. 5pm to
winterize the system. He worked on the system for almost an hour as Mr. [redacted]
did not arrive until after the 5pm rescheduled time. Mr. [redacted] told the
technician that he needed to reschedule and he couldn't be there until after
6pm actually. Mr. [redacted] asked the technician to leave as it was inconvenient
time. My technician called me from the job and I told him that if the customer
asked him to leave then he should do so.Once
again I called Mr. [redacted] that evening (November 2nd) to reschedule. I left a
voice mail which he returned. I apologized for the confusion, but told him that
we had agreed on 5pm? Obviously there was confusion, but proceeded to
re-schedule for the 3rd time for Monday, November 7th. I told him I had a
9am morning appointment available in our technician’s schedule, and he was
understanding of our hectic schedule during this busy season. He told me if he
was not there, to just get it done.On
Monday, November 7th, my technician arrived at Mr. [redacted]'s residence at 9am. I
had instructed the technician that Mr. [redacted] would not be home and had directed
to just complete the winterization. My technician was surprised when after
being onsite for about 45 minutes, the garage opened and Mr. [redacted] was leaving.
He had not gone to the door because I had told him that the customer would not be
home and just complete the job as arranged. Mr. [redacted] once again expressed that
the job would need to be rescheduled. My technician called me once again and I
called Mr. [redacted] immediately and I left a voice mail which he returned. My
co-worker answered the call, and I directed her to forward to me as she was
unaware of the details of the situation. I was very confused about what had
happened. He seemed irritated when I told him we were trying to complete the
job per his instructions. I indeed told him that due to 3 reschedules we would
need to charge a trip charge if he sends technician away again. That is when he
got seemingly angry and said he did not wish to use our service any longer. I
indeed said that is fine, as it is his choice and quite honestly, at least 3
hours of valuable time in a very busy schedule had been already wasted.At
no time was I rude or unprofessional to Mr. [redacted]. Our first conversations were
fine as we tried to work through what would work best for him. I did apologize
for the inconvenience of the initial appointment being missed due to our
technician not showing up and made every effort to accommodate Mr. [redacted], and
showed up for each rescheduled appointment until he sent technician away. All
appointments for irrigation winterization are set up at a certain time with
each customer.To
this date, I have not and do not intend to bill Mr. [redacted] for any of the time
spent at the property and the job was not completed by our company. He (or the
actual homeowner [redacted]) have not receive an invoice from our company so
there are no charges to dispute for any of these appointments.Per
his request, Mr. [redacted] and/or the actual homeowner [redacted] (who we have
usually been in contact with) will be contacted by our office. Please
feel free to contact me if you require any further information.Sincerely,[redacted]