Industry's Best Landscape Services, LLC

We did go out and fix the pavers in 2014 per the client's request and our warranty. We let all of our clients know that we are a small company and will get to them ASAP. We 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 satisfied. There were some trees that the client had purchased that were already at the home which we offered to plant for them at no charge. The homeowner (husband) told us it was not necessary and he would like to plant them.
Our warranties are good for one year from the purchase price as listed on our contract. This patio is no longer under warrantly at this time, but we will definitely work with the client to see what we can do. We 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 time. Again, 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 recently. We hope the client can understand. Thank you.

The project was complete on 8/27/2012 when client paid in full and was very happy with the final product. On 6/24/2013 client emailed us asking if we could come out as there were a few issues with patio and project. We emailed the client on 6/25/2013 that we would be out as soon as possible. The...

weather was pretty wet and we were also working on another project. On 7/10/2013 we emailed the client letting them know that we would be there as there was no rain in the forecast that week. He emailed us back that day thanking us for the update. 
 
On 8/12/2013 client emailed us that there were issues with the roof. On 8/12/2013 we emailed the client right back that we could stop out on the morning of 8/14/2013. Client emailed us back on 8/13/2013 stating that mornings were bad, evenings were much better. Maybe an evening sometime over the next week and that he would send over some pictures of the roof. We never heard back from the client and never received any pictures. 
 
On 10/21/2013 client emailed us asking if we were were going to finalize the issues from his August's email. On 10/22/2013 we emailed him back that we could meet that week. That day the client emailed us back asking if we could push it to the following week. We emailed back confirming the date and time. On 10/26/2013 we had to reschedule and emailed the client. On 10/28/2013 client emailed us back asking if we could set up 11/5/2013 at 4pm. There were some more emails going back and forth to reschedule for 11/15/2013. 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 install. A section of the roof was popping up on the roof due to the gutter being installed incorrectly. 
 
Then on 11/30/2013 he emailed us asking when we would be out to fix the patio and roof issues. Client stated there were issues with the flashing, gutter, shingles, and some leaks. We 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 problems. We never heard back from the client.
 
Then on 3/7/2014 client emailed us with a few issues. 1 - 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. 2 - Client was concerned that the electrical was installed incorrectly. There was painter's tape covering commercial grade outdoor electrical grease caps. The 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. 3 - Trim - there was a small piece of trim that client wanted fixed. 4 - Sprinkler Line - the Sprinkler lines are up to our customers to take care of. Since the one in question is under the patio it is basically capped and cannot pop up. 5 - Damaged Landscape Lights - we were unaware of these so wanted to see them and meet with the client to discuss 6 - 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. 7 - Glue - some items were not holding up but also peeled away the paint with it. If 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 trim. We did tell the client that our warranties are for one year after the date of completion. We had been out there past that time frame still fixing some issues for the client at no charge. We 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 about. We never heard back from the client and even received a wonderful referral from them a couple of months later.

I have attached 6 documents to illustrate my side of this. The original contract and terms are attached, along with 4 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 replaced. Their response of hiding with mulch - so it's OK to use broken blocks? The blocks are approx. three inches thick and the chip from the earlier pictures I sent are at least halfway up the one side. I 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 bad. The patio area where they added the dirt was about 6 inches wide, one inch deep and less than 40 foot long. That is far from a yard of dirt.
And this is not what they quoted to do!
I want the $122.50 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 again. They 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 base. We NEVER said we had an issue with the patio being level. They sold replacing the edging and that is what I paid for. When we discussed this he said the base was not out far enough. So at the quote it wasn't but later it was? Regardless, our only concern was getting the edging to quit coming up. I understand the estimate is just that but they did not offer us the second choice. They just went ahead and did it. I would have said no. They 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 in. In addition, the chip was never fixed. I've attached pictures to show that so them saying it is fixed is a lie. For us to cover it with mulch, we would have had to put more than double to hide THEIR mistake. It's not a small part that is missing - it's a pretty large chip. The blocks are still loose also - they have not been reglued. I'm very disappointed in their response. It took them weeks to respond and they responded with untrue statements. [redacted]

The block with the original chip was replaced. We 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 about. We did go back and re-glue all the loose block and checked the others to make sure all was in place. We completed everything in the contract along with fixing the original problem the homeowner had while trying to educate them. Unfortunately the homeowner still does not understand the real reason for the edging coming up and why we did what we did. We were only trying to fix their real issue and definitely went above and beyond. In good faith we did refund the client $200 which is more than the original asking amount of $122.50. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted]. 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 $200 instead of the $122, this resolution is satisfactory to me.
I believe a major part of the problem was that the crew misled [redacted] as to the actual work they did.