Humane Society of Greater Kingsport

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] 's stance that the contract has been fulfilled is incorrect for several reasons.1: My concerns with the work originated in December when I expressed by displeasure with the concrete work I have email and text evidence that [redacted] had committed to fixing it This has been submitted to the Revdex.com This repair has never happened.2: My concerns with the gluing of the caps and steps originated in March I have email evidence that [redacted] had committed to completing this work This has been submitted to the Revdex.com This repair never happened.3: My concerns about the faulty lighting originated in January The lights began having problems at that time [redacted] came out once to replace a bulb Since this same fixture has stopped working altogether, along with several others They will work intermittently showing the wiring is faulty I have email and text evidence that [redacted] had committed to fixing the problem This has been submitted to the Revdex.com This repair has never happened[redacted] also claims they had a crew come out in the spring with no expense to me to plant annual, etc This was part of the contract so I was already charged and this work was required.The complaint about the mulching was about the depth as per the contract, not the fading of color I have since taken care of this myself.I was never insulting to either [redacted] or Mike I simply insisted they complete the work they committed to and were paid for I once sarcastically stated to Mike I needed him to "use his stellar communication skills" and get back with me on my concerns This was out of simple frustration anyone would understand and in no way harassment At this point I am only asking that Mike return to glue and level the steps and caps and fix the landscape wiring and fixtures as he had committed to I am only asking for what we have paid for I will not accept a response from Grounds Control any less than this Regards, [redacted]

Business responded via phone call on Thursday, 11/Business said customer's husband was satisfied, and business did respond to customer's letter to him prior to her sending a message to Revdex.comBusiness said what she wants is different from what on contract

Attached is the correspondence that you requested Please let us know if you need anything else at [email protected]

In response to Mr [redacted] 's complaintThe work included in our contract was completed before the end of The other things Mr [redacted] is claiming has not been done, we're items he had asked us to address in Spring of We had sent a crew to his property out of good faith to check some of the items on the listWe had replaced a bulb, filled some cracks with sand, checked on the plants, (all seemed to be thriving great)Some oft the plants Mr [redacted] had chosen to be installed, we're not flowering plants, they were grasses There was some sort of weed that must have been rooted in one of the buckets of plants that was growing in one of the beds, we removed it All of the plants in contract were in the beds and accounted for We did not charge Mr [redacted] for any of thisSeveral weeks later, we heard from him again Rain had washed some of the sand we previously filled, the light bulb was out again, and he had decided he did not like how the plants looked and felt we should replace them with something else Our warranty does not cover maintenance of lighting installation or replacement of plants because the customer decided to change their mind Thank you, [redacted] , Office Manager Grounds Control Services LLC[redacted]

7/14=tasha at bu said she and mike took the pkg to USPS on 6/or 71, and cu should have gotten by now

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The statement that Grounds Control made regarding coming to our residence twice to address the lighting is trueBut the fixture they refer to is again not working and other fixtures work intermittently clearly showing an issue with the wiringI have documentation from Grounds Control stating the lighting is covered by the warranty and they were contacted about this issue well within the warranty period. Regarding the caps and steps, I also have documentation from Grounds Control saying they would be leveling and gluing the caps and steps All aforementioned documentation has been provided within this complaint.I again state any resolution less than Grounds Control addressing these issues will be rejected If Grounds Control insists on denying responsibility we will be forced to pursue this through litigation
Regards,
*** ***

6/7=Tasha said she and Mike were confused how to respond to complaint because at one point, customer told them she was getting someone else to repair the gateBusiness said the gate will open in one direction onlyThey will call customer hours before coming out the next day to fix the gate
Regarding the pond pump/filter; the business does not take the pump, and does not have the pumpThey have the filter for repairIt has been repaired and will be returned when they come to fix the gate

Our contract does not state that we glue the caps down when installing walls, typically this is not performed, the caps weigh enough to keep them from moving His complaint month’s after the project was finished, also stated that he wanted a tree replaced that “that did not look healthy” Our warranty does not state that we replace trees that look unhealthy The landscape lighting mentioned in Mr***’s complaint is not covered by our warranty. We have fully fulfilled our end of the contract with Mr***’s project The list of items in Mr***’s complaint, he requested that we do, well after the project was finished We told him we could address these items, normally our policy, following a project, is to perform a few follvisits a few month’s later to check on things and address any issues that may have arised We do sometimes charge a small service fee for this, and have not had complaints from any other customers regarding the service fee. We had sent a crew of guys to Mr***’s property to perform a follow up visit and address some of the complaints We at no charge to Mr***, had our crew there for over a half day in the Spring, planting annuals, pulling weeds, making adjustments and checking the landscape lighting, following his initial complaint After this follow up, Mr*** was still unhappy with our attempts to address his complaints He was unhappy at the fact that he wanted our company to return to his property the following year and add mulch to touch up spots that looked thin or faded at no cost to him, when we stated to him, that is not our policy or any other landscape companies policy on mulching Mr*** became very insulting to our employees, as well as our company despite the numerous attempts we made to leave our customer happy to recommend our company. Thank you, *** ***, Office ManagerGrounds Control Services*** *** ***
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6/9=customer called; There have been four appointments (in March, in April and in May) that the business has not keptThe attached email indicates the business does have her pumpEmails below:Fwd: Fence Inbox*
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*** *** *** *** *** *** *** *** *** *** ***Subject: Re: FenceI look forward to seeing this done Friday The fish are still here I received your email requesting how the fence was on March 2nd of this year I originally requested it be looked at in November, before your busy season I responded to your email on March 19, stating I was not at all pleased with the looks and the fact you could only get into the yard and not out (a bad safety hazard and inconvenience) Due to the weather, I was not aware it was not a functioning gate, that it could not be opened all the way The time to response was not a month.As far as warranty, I would think it would last at least a year before any problems I look forward to getting this fixed and you will not have to do business with me anymore You do good work on landscaping but I would have had someone else do the fence if I had known all the problems.*** *** ** *** *** *** *** ** *** *** *** *** *** *** I wanted to let you know that we are going to try to make it out Friday for the gate and to bring your pump back We do not have your fish though, we don't remove fish from any ponds The fences we install are not under any type of warranty, we are coming back to fix this out of good faith, but please remember why it is taking us so long to get out there is because we are into our busy season now When the work was done, the team we sent to fix it asked you if you were happy with it, and you said, "as long as it latches." This is why I sent you a message a few days after it was done, because if you weren't happy with it, we would have still had time to fix it, before we got really busy We didn't hear from you for almost a month after that If you need anything else, please let us know. Have a great day,*** ***, Office ManagerGrounds Control Services LLC.P.OBox 759Milford, Ohio 45150*** ***
*** ***Website: groundscontrol.net*** ***
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*** *** *** *** *** *** ***Subject: FenceAttached, please see pictures of the fence repair, not very professional looking VeryTacky fix and it will not even open There are also nails sticking out of the fence and someone could get hurt.Do you or do you not plan to fix it?Notice the nails in the bottom picture.Sent from my iPad

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I am waiting for the tracking number and to make sure the pump is received and in good condition as it was when they took it.I would also like all pictures of my property removed from there web site They did not include all of the pictures showing the poor job done on the gate so I do not want any pictures on their site

Grounds Control Services would like to make all of our customers happy, and we have no problem going back to a property to fix and/or adjust a small list of things in order to do so, however, visiting Mr***'s property again would be our third time addressing the issues he has, at NO cost to him We have addressed the issue with the LED landscape lighting, since the completion of this project We replaced not only the bulb, but the entire light fixture, at no cost to Mr*** (Upon arrival, we found the light fixture itself cracked) We do not warranty landscape lighting, nor did we charge Mr*** for maintenance of the landscape lighting In our professional opinion, the landscape lights and wiring, were all installed professionally and correct We have not received a notice from the manufacturer stating that model light is defective In fact, we have since then as well as prior to this project installed the same model light at several other properties and have not had any issues with them As for leveling the steps and gluing the caps, both were level at time of installation and the scope of this contract does not include gluing the caps down We have installed several retaining walls prior to this project, and not once have we had to glue the caps down

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** was shipped to me on 7/13/16@ 3:31pm I received it today 7/14/@ 3: It was not shipped when they said it was, but it is received It was in bad condition When the took it last fall, they said it was to blow out and clean and store for the winter It had not been cleaned or blown out, still had dirt and leaves it in I would not recommend this company to anyone The are very unprofessional and unethical You can check the USPS website for their tracking number and verify the shipment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The response from Grounds Control is incorrect because they have not completed the work per the contract. The items they listed have been addressed, although to a unsatisfactory degree and needed much prodding. However, they did not address all my concerns for completion in their response, namely the faulty landscape lights, unglued caps and steps and sand fill at pavers not complete. The gluing of the caps and steps, and sand fill are self explanitory. The landscape lights are a install/wiring problem because now there are 4 lights not working. I tried to change the bulbs and this did not fix the problem. And even if his was the case (blown lights) I have a message from [redacted] from January 2016 stating replacement of bulbs is part of the 1 year warranty, considering these are 40,000 hr bulbs.  So to summarize I expect, per the contract, that the steps and caps be glued adequately and appropriately to a professional standard. The landscape wiring issue investigated and repaired adequately and appropriately to a professional standard. And lastly, the sand fill completed at the walk, completed adequately and appropriately to a professional standard.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]'s stance that the contract has been fulfilled is incorrect for several reasons.1:  My concerns with the work originated in December 2015 when I expressed by displeasure with the concrete work.  I have email and text evidence that [redacted] had committed to fixing it.  This has been submitted to the Revdex.com.  This repair has never happened.2:  My concerns with the gluing of the caps and steps originated in March 2016.  I have email evidence that [redacted] had committed to completing this work.  This has been submitted to the Revdex.com.  This repair never happened.3:  My concerns about the faulty lighting originated in January 2016.  The lights began having problems at that time.  [redacted] came out once to replace a bulb.  Since this same fixture has stopped working altogether, along with several others.  They will work intermittently showing the wiring is faulty.  I have email and text evidence that [redacted] had committed to fixing the problem.  This has been submitted to the Revdex.com.  This repair has never happened.[redacted] also claims they had a crew come out in the spring with no expense to me to plant annual, etc.  This was part of the contract so I was already charged and this work was required.The complaint about the mulching was about the depth as per the contract, not the fading of color.  I have since taken care of this myself.I was never insulting to either [redacted] or Mike.  I simply insisted they complete the work they committed to and were paid for.  I once sarcastically stated to Mike I needed him to "use his stellar communication skills" and get back with me on my concerns.  This was out of simple frustration anyone would understand and in no way harassment.  At this point I am only asking that Mike return to glue and level the steps and caps and fix the landscape wiring and fixtures as he had committed to.  I am only asking for what we have paid for.  I will not accept a response from Grounds Control any less than this. 
Regards,
[redacted]

In response to Mr. [redacted]'s complaint. The work included in our contract was completed before the end of 2015.  The other things Mr. [redacted] is claiming has not been done, we're items he had asked us to address in Spring of 2016.  We had sent a crew to his property out of good faith to...

check some of the items on the list. We had replaced a bulb, filled some cracks with sand, checked on the plants, (all seemed to be thriving great). Some oft the plants Mr. [redacted] had chosen to be installed, we're not flowering plants, they were grasses.   There was some sort of weed that must have been rooted in one of the buckets of plants that was growing in one of the beds, we removed it.  All of the plants in contract were in the beds and accounted for.  We did not charge Mr. [redacted] for any of this. Several weeks later, we heard from him again.  Rain had washed some of the sand we previously filled, the light bulb was out again, and he had decided he did not like how the plants looked and felt we should replace them with something else.  Our warranty does not cover maintenance of lighting installation or replacement of plants because the customer decided to change their mind.   Thank you,[redacted], Office Manager Grounds Control Services LLC.[redacted]

Attached is the correspondence that you requested.  Please let us know if you need anything else at [email protected]

Business responded via phone call on Thursday, 11/2. Business said customer's husband was satisfied, and business did respond to customer's letter to him prior to her sending a message to Revdex.com. Business said what she wants is different from what on contract.

7/14=tasha at bu said she and mike took the pkg to USPS on 6/30 or 71, and cu should have gotten by now.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]