Industry's Best Landscape Services, LLC

We did go out and fix the pavers in per the client's request and our warrantyWe let all of our clients know that we are a small company and will get to them ASAPWe apologized we could not get to them sooner last year, to fix their issue, as we want to make sure all of our clients are completely satisfiedThere were some trees that the client had purchased that were already at the home which we offered to plant for them at no chargeThe homeowner (husband) told us it was not necessary and he would like to plant themOur warranties are good for one year from the purchase price as listed on our contractThis patio is no longer under warrantly at this time, but we will definitely work with the client to see what we can doWe apologize that there is an issue with the pavers and have been in contact with the client (left her a message)We have not connected at this timeAgain, we are a small business and were out of the Columbus area working on a very large project and we were unable to contact the customer until recentlyWe hope the client can understandThank you

The project was complete on 8/27/when client paid in full and was very happy with the final productOn 6/24/client emailed us asking if we could come out as there were a few issues with patio and projectWe emailed the client on 6/25/that we would be out as soon as possibleThe weather was pretty wet and we were also working on another projectOn 7/10/we emailed the client letting them know that we would be there as there was no rain in the forecast that weekHe emailed us back that day thanking us for the update On 8/12/client emailed us that there were issues with the roofOn 8/12/we emailed the client right back that we could stop out on the morning of 8/14/Client emailed us back on 8/13/stating that mornings were bad, evenings were much betterMaybe an evening sometime over the next week and that he would send over some pictures of the roofWe never heard back from the client and never received any pictures On 10/21/client emailed us asking if we were were going to finalize the issues from his August's emailOn 10/22/we emailed him back that we could meet that weekThat day the client emailed us back asking if we could push it to the following weekWe emailed back confirming the date and timeOn 10/26/we had to reschedule and emailed the clientOn 10/28/client emailed us back asking if we could set up 11/5/at 4pmThere were some more emails going back and forth to reschedule for 11/15/When we went out there on the 15th we did notice that there was a gutter put on the roof that our company did not installA section of the roof was popping up on the roof due to the gutter being installed incorrectly Then on 11/30/he emailed us asking when we would be out to fix the patio and roof issuesClient stated there were issues with the flashing, gutter, shingles, and some leaksWe did go back out to fix some trim work and to fix some of the roof issues for the client even though the warranty was up and our company did not install the gutter which was causing the roofing problemsWe never heard back from the client Then on 3/7/client emailed us with a few issues- There was some issues with the wall and we assured him this is just from the settling which can happen especially in a new build area- Client was concerned that the electrical was installed incorrectlyThere was painter's tape covering commercial grade outdoor electrical grease capsThe tape was just holding the wires together during construction (to keep them out of the way)We must have missed taking the tape off of a couple caps as they were covered by mulch- Trim - there was a small piece of trim that client wanted fixed- Sprinkler Line - the Sprinkler lines are up to our customers to take care ofSince the one in question is under the patio it is basically capped and cannot pop up- Damaged Landscape Lights - we were unaware of these so wanted to see them and meet with the client to discuss - Roof - there was a gutter that was installed by the homeowner or another individual (not Industry's Best Landscape Services), we told the client that the issues they were having with the roof in November were due to the improper installation of that gutter- Glue - some items were not holding up but also peeled away the paint with itIf the glue never made a good bond there would not be any paint peeled away, it would be a clean bead of glue still on the trimWe did tell the client that our warranties are for one year after the date of completionWe had been out there past that time frame still fixing some issues for the client at no chargeWe want the client to be happy with our services so we did ask them if we could set up a time to meet and go over the issues that they were still concerned aboutWe never heard back from the client and even received a wonderful referral from them a couple of months later

I have attached documents to illustrate my side of thisThe original contract and terms are attached, along with e-mails that have more information as to how we tried to get this resolved The block in the front is still chipped - it has not been replacedTheir response of hiding with mulch - so it's OK to use broken blocks? The blocks are approxthree inches thick and the chip from the earlier pictures I sent are at least halfway up the one sideI don't understand how they ever thought this would be acceptable For them to imply that they put down a yard of dirt around the patio is badThe patio area where they added the dirt was about inches wide, one inch deep and less than foot longThat is far from a yard of dirt And this is not what they quoted to do! I want the $reimbursed for the portion of the work that was not done per the quote I do not want them to return to continue any attempts to repair - in fact, I do not want them on my property againThey have allowed this to deteriorate by poor performance and continued broken promises.I am rejecting this response because: The edging was NEVER moved so they obviously did not check the baseWe NEVER said we had an issue with the patio being levelThey sold replacing the edging and that is what I paid forWhen we discussed this he said the base was not out far enoughSo at the quote it wasn't but later it was? Regardless, our only concern was getting the edging to quit coming upI understand the estimate is just that but they did not offer us the second choiceThey just went ahead and did itI would have said noThey did put dirt down but the dirt had so many rocks and was badly clumped that we replaced it on our own to get something grass could grow inIn addition, the chip was never fixedI've attached pictures to show that so them saying it is fixed is a lieFor us to cover it with mulch, we would have had to put more than double to hide THEIR mistakeIt's not a small part that is missing - it's a pretty large chipThe blocks are still loose also - they have not been regluedI'm very disappointed in their responseIt took them weeks to respond and they responded with untrue statements [redacted]

When we met with the client, our original assessment was that the base was not extended far enough, which would result in plastic edging heaving up due to spikes being driven into the soil rather than the base materialAs we began to excavate we noticed the base was taken out the correct
distanceIt was just sand eroding from lack of soil and grass along the outside of the edgingSo, we added base and sand as needed and relaid much more than even originally proposed, at no additional charge to the client, to correct the patioWe also added soil, free of charge, to the outside edgeHomeowner seeded area as discussed.
The client's main concern was that the patio was not level and the edging was popping upWhen in actuality, it was the pavers that were too low and made it appear the edging was too highThe base was out as far as it needed to be to drive the spikes into the base instead of just soilSo, we reset the edging, added base and sand to raise the patio to the correct levelWe then added the soil over top of the edging on the outside edgeThe edging had been removed in the previous years by homeowner and they never replaced the soil or grass, which resulted in sand washing out from the patio and the pavers sinkingThis was all discussed with the homeowner during the final walk through
In regards to the retaining wall, the chip was out of the bottom of the blockTypically mulch would cover that and it would never be seenSince the homeowner did not want us to put mulch in, as they wanted to do this on their own, the chip was visibleThis was explained to homeowner and we did go out and fix that for the client along with re-gluing all the blocks.
Any estimate that we provide to the client is just that, an estimateDuring the actual scope of work, if we see that an issue is occurring from another circumstance (in this instance the patio being uneven and lower than the edging) than we are going to make that correction and educate the client on what is actually causing their problem (in this instance the edging coming up)Our company completed the entire project that was agreed upon while also providing additional services and products to the client free of chargeAs an act of good faith we did offer the client a portion of the money back, but did not think it was fair to refund $when we provided everything on the contract along with $worth of extra soilI did offer to refund a portion of his request, but it was declined

I have attached documents to illustrate my side of thisThe original contract and terms are attached, along with e-mails that have more information as to how we tried to get this resolved
The block in the front is still chipped - it has not been replacedTheir response of hiding with mulch - so it's OK to use broken blocks? The blocks are approxthree inches thick and the chip from the earlier pictures I sent are at least halfway up the one sideI don't understand how they ever thought this would be acceptable
For them to imply that they put down a yard of dirt around the patio is badThe patio area where they added the dirt was about inches wide, one inch deep and less than foot longThat is far from a yard of dirt
And this is not what they quoted to do!
I want the $reimbursed for the portion of the work that was not done per the quote
I do not want them to return to continue any attempts to repair - in fact, I do not want them on my property againThey have allowed this to deteriorate by poor performance and continued broken promises.I am rejecting this response because: The edging was NEVER moved so they obviously did not check the baseWe NEVER said we had an issue with the patio being levelThey sold replacing the edging and that is what I paid forWhen we discussed this he said the base was not out far enoughSo at the quote it wasn't but later it was? Regardless, our only concern was getting the edging to quit coming upI understand the estimate is just that but they did not offer us the second choiceThey just went ahead and did itI would have said noThey did put dirt down but the dirt had so many rocks and was badly clumped that we replaced it on our own to get something grass could grow inIn addition, the chip was never fixedI've attached pictures to show that so them saying it is fixed is a lieFor us to cover it with mulch, we would have had to put more than double to hide THEIR mistakeIt's not a small part that is missing - it's a pretty large chipThe blocks are still loose also - they have not been regluedI'm very disappointed in their responseIt took them weeks to respond and they responded with untrue statements*** ***

I have reviewed the response made by the business in reference to complaint ID ***While I do not agree with their response in full (the chipped block from our pre-July 4th meeting was never replaced - when the crew came to finish, they forgot to bring the saw so they never replaced it), because they are refunding the $instead of the $122, this resolution is satisfactory to me
I believe a major part of the problem was that the crew misled *** as to the actual work they did

The block with the original chip was replacedWe were unaware of any other blocks with a chip in them and the picture is so blurry that I cannot see what the client is talking aboutWe did go back and re-glue all the loose block and checked the others to make sure all was in placeWe completed everything in the contract along with fixing the original problem the homeowner had while trying to educate themUnfortunately the homeowner still does not understand the real reason for the edging coming up and why we did what we didWe were only trying to fix their real issue and definitely went above and beyondIn good faith we did refund the client $which is more than the original asking amount of $Thank you

We did go out and fix the pavers in per the client's request and our warrantyWe let all of our clients know that we are a small company and will get to them ASAPWe apologized we could not get to them sooner last year, to fix their issue, as we want to make sure all of our clients are
completely satisfiedThere were some trees that the client had purchased that were already at the home which we offered to plant for them at no chargeThe homeowner (husband) told us it was not necessary and he would like to plant themOur warranties are good for one year from the purchase price as listed on our contractThis patio is no longer under warrantly at this time, but we will definitely work with the client to see what we can doWe apologize that there is an issue with the pavers and have been in contact with the client (left her a message)We have not connected at this timeAgain, we are a small business and were out of the Columbus area working on a very large project and we were unable to contact the customer until recentlyWe hope the client can understandThank you

The project was complete on 8/27/when client paid in full and was very happy with the final productOn 6/24/client emailed us asking if we could come out as there were a few issues with patio and projectWe emailed the client on 6/25/that we would be out as soon as possibleThe
weather was pretty wet and we were also working on another projectOn 7/10/we emailed the client letting them know that we would be there as there was no rain in the forecast that weekHe emailed us back that day thanking us for the update.
On 8/12/client emailed us that there were issues with the roofOn 8/12/we emailed the client right back that we could stop out on the morning of 8/14/Client emailed us back on 8/13/stating that mornings were bad, evenings were much betterMaybe an evening sometime over the next week and that he would send over some pictures of the roofWe never heard back from the client and never received any pictures.
On 10/21/client emailed us asking if we were were going to finalize the issues from his August's emailOn 10/22/we emailed him back that we could meet that weekThat day the client emailed us back asking if we could push it to the following weekWe emailed back confirming the date and timeOn 10/26/we had to reschedule and emailed the clientOn 10/28/client emailed us back asking if we could set up 11/5/at 4pmThere were some more emails going back and forth to reschedule for 11/15/When we went out there on the 15th we did notice that there was a gutter put on the roof that our company did not installA section of the roof was popping up on the roof due to the gutter being installed incorrectly.
Then on 11/30/he emailed us asking when we would be out to fix the patio and roof issuesClient stated there were issues with the flashing, gutter, shingles, and some leaksWe did go back out to fix some trim work and to fix some of the roof issues for the client even though the warranty was up and our company did not install the gutter which was causing the roofing problemsWe never heard back from the client
Then on 3/7/client emailed us with a few issues- There was some issues with the wall and we assured him this is just from the settling which can happen especially in a new build area- Client was concerned that the electrical was installed incorrectlyThere was painter's tape covering commercial grade outdoor electrical grease capsThe tape was just holding the wires together during construction (to keep them out of the way)We must have missed taking the tape off of a couple caps as they were covered by mulch- Trim - there was a small piece of trim that client wanted fixed- Sprinkler Line - the Sprinkler lines are up to our customers to take care ofSince the one in question is under the patio it is basically capped and cannot pop up- Damaged Landscape Lights - we were unaware of these so wanted to see them and meet with the client to discuss - Roof - there was a gutter that was installed by the homeowner or another individual (not Industry's Best Landscape Services), we told the client that the issues they were having with the roof in November were due to the improper installation of that gutter- Glue - some items were not holding up but also peeled away the paint with itIf the glue never made a good bond there would not be any paint peeled away, it would be a clean bead of glue still on the trimWe did tell the client that our warranties are for one year after the date of completionWe had been out there past that time frame still fixing some issues for the client at no chargeWe want the client to be happy with our services so we did ask them if we could set up a time to meet and go over the issues that they were still concerned aboutWe never heard back from the client and even received a wonderful referral from them a couple of months later