I had John Welch Enterprise, Incinstall a custom patio and firepit, and they are absolutely beautiful! Unfortunately, the lawn was ripped up in the process (which is to be expected), and my disappointment is with the weed for lawn seed that they put down So, now I have this gorgeous patio and fire pit, and it is surrounded by weeds galore, and there are bare spots in the lawn where the truck drove in Also, instead of flattening out the pile of dirt that they dug out to put the patio and firepit, there is now a foot high pile of dirt in the corner of my yard that I have to figure out how to spread out--as well as a foot wide stump that they removed in order to install the patioAnyone want a stump? Also, after months, my patio already had grass growing through it and ant hill mounds all over the place This was a $21,project, so I was hoping that good grass seed would have been used (such as Pennington), and I also would not have expected to be having grass growing through my pavers and ant hills--at least not after months As for the dirt mound and tree stump, now I have to hire someone else to take care of that Very disappointed I complained to them, and they dropped off a bag of fertilizer for me to spread with my bad shoulders (to make the weeds stronger, I guess) A couple fellas did come out and dig around some of the pavers to try to fix the ant hill situation already, but the grass is still coming through No, I will not have John Welch Enterprise, Incdo any future work for me, nor will I refer them to anyone They are very nice guys, but they left me with a lot of clean up work to do, re-seeding, weed and feed spreading, and a patio and fire pit that I have to pull grass out of Also, you have to step up from my patio into the kitchen--they should have either put one step there or raised the patio up I trip all the time, and my year old does not have an easy time getting in and out either
In order to respond to the complainants concerns efficiently, we will use the same numbering response for each line item.
Your contention that a stake out was not called in is categorically FALSE. A stake out was called in on September 4, 2013 to the 811 Dig Safely NY system. We received our response from Buckeye Pipeline, Monroe County Pure Waters, Time Warner Cable Co., City of Rochester Water Department, Frontier Telephone of Rochester, Monroe County Traffic Signals, Rochester Gas and Electric - Gas, and Rochester Gas and Electric - Electric, on September 10, 2013. Since RGE was the company cited, I can confidently say based on meticulous record keeping, their response was, and I quote, "Clear. No facilities within 15 feet of work area" for BOTH gas and electric. I am sorry you were misinformed. The ticket number for your records is [redacted]
You are 100% correct, as we were not armed with the information needed.
Problem was solved, and again, this was a communication failure on our end.
We demo concrete as efficiently as possible without causing damage. Large machines create uneasy vibrations.
It was nice that we noticed and offered to make things "right" without being asked! Kudos to the crew.
This is why the sales rep is no longer with us. We agreed with you regarding the railings, and you received the credit you asked for. Again, problem solved.
The 45 degree angles are masterful and allow for symmetry.
Poly sand was installed 100% properly. I would put our installers up against any in the business for the process. We have been trained and supervised by the creators of these products, and have been assured that we are installing it based on their specifications. Ants, weeds, moss and water all find a way when they are determined to do so.
Thank you.
The team from John Welch was so professional and went above and beyond to ensure our expectations were not only met - but exceeded. Our project manager provided us with contacts outside of the work John Welch was providing which ended up being so helpful. I already have, and I will continue to, recommend John Welch Enterprise. They are truly the best landscapers in Rochester.
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] In my original complaint I was specific only about the patio. I mentioned there were other issues. Since John Welch does not want to rectify the problem, I want to make full disclosure as to the other issues.
1) RGE was never called for a stake out. Since at one time there was a near gas explosion due to gas lines in the patio area, I was very uncomfortable with this omission.
2) I was told I could have a certain border for the patio only to find out that to get the right pavers, too many pallets would have to be ordered. This should have been known ahead of time.
3) The front sidewalk was to be the herringbone pattern which I was set on having. When I came out I found the installers had decided against it without even asking me. I intervened and they resumed with the herringbone pattern.
4) I was told that the concrete step that was attached to the foundation would be sawed off. Instead, the workers were trying to break it off with a Bobcat. The house rocked. Again, I intervened and they turned to sawing it off.
5) Since the old front sidewalk was removed, landscaping was needed. I was told that the new seed would be covered. It was not. Consequently the birds ate the seed and the grass that spring was very sparse. I never complained about this. One of the Company's landscapers noticed it, and OFFERED to re-do it. They did and the lawn came up beautifully.
6) Railings were to be installed on the front stoop. They were supposed to be functional (able to be leaned on for support) and aluminum. They were cheap steel and were installed very loosely. I asked to have them replaced with better railings saying that I would pay the difference between the two, but didn't think I should be charged labor. After months of waiting to hear from John I gave up and got them through another landscaper.
7) Forty-five degree angle pavers were put on the front stoop making it impossible to properly install new railings.
8) When I noticed ants making hills in the patio I called to have it fixed. Common sense told me this shouldn't be happening to a new patio. Three landscapers confirmed this. As far as John being "happy" to come look at it, his landscaper DID look at it, took pictures of it and reported it back to John who refused to rectify it. I was told by the other landscapers that the polymeric sand was not installed properly.
I don't understand how a company can claim no wrongdoing when their designer was fired because of the job done at my house AND another client's of John Welch. Regarding the reputation of this company, the lack of responsiveness and the work speaks for itself.
I had John Welch Enterprise, Incinstall a custom patio and firepit, and they are absolutely beautiful! Unfortunately, the lawn was ripped up in the process (which is to be expected), and my disappointment is with the weed for lawn seed that they put down So, now I have this gorgeous patio and fire pit, and it is surrounded by weeds galore, and there are bare spots in the lawn where the truck drove in Also, instead of flattening out the pile of dirt that they dug out to put the patio and firepit, there is now a foot high pile of dirt in the corner of my yard that I have to figure out how to spread out--as well as a foot wide stump that they removed in order to install the patioAnyone want a stump? Also, after months, my patio already had grass growing through it and ant hill mounds all over the place This was a $21,project, so I was hoping that good grass seed would have been used (such as Pennington), and I also would not have expected to be having grass growing through my pavers and ant hills--at least not after months As for the dirt mound and tree stump, now I have to hire someone else to take care of that Very disappointed I complained to them, and they dropped off a bag of fertilizer for me to spread with my bad shoulders (to make the weeds stronger, I guess) A couple fellas did come out and dig around some of the pavers to try to fix the ant hill situation already, but the grass is still coming through No, I will not have John Welch Enterprise, Incdo any future work for me, nor will I refer them to anyone They are very nice guys, but they left me with a lot of clean up work to do, re-seeding, weed and feed spreading, and a patio and fire pit that I have to pull grass out of Also, you have to step up from my patio into the kitchen--they should have either put one step there or raised the patio up I trip all the time, and my year old does not have an easy time getting in and out either
In order to respond to the complainants concerns efficiently, we will use the same numbering response for each line item.
Your contention that a stake out was not called in is categorically FALSE. A stake out was called in on September 4, 2013 to the 811 Dig Safely NY system. We received our response from Buckeye Pipeline, Monroe County Pure Waters, Time Warner Cable Co., City of Rochester Water Department, Frontier Telephone of Rochester, Monroe County Traffic Signals, Rochester Gas and Electric - Gas, and Rochester Gas and Electric - Electric, on September 10, 2013. Since RGE was the company cited, I can confidently say based on meticulous record keeping, their response was, and I quote, "Clear. No facilities within 15 feet of work area" for BOTH gas and electric. I am sorry you were misinformed. The ticket number for your records is [redacted]
You are 100% correct, as we were not armed with the information needed.
Problem was solved, and again, this was a communication failure on our end.
We demo concrete as efficiently as possible without causing damage. Large machines create uneasy vibrations.
It was nice that we noticed and offered to make things "right" without being asked! Kudos to the crew.
This is why the sales rep is no longer with us. We agreed with you regarding the railings, and you received the credit you asked for. Again, problem solved.
The 45 degree angles are masterful and allow for symmetry.
Poly sand was installed 100% properly. I would put our installers up against any in the business for the process. We have been trained and supervised by the creators of these products, and have been assured that we are installing it based on their specifications. Ants, weeds, moss and water all find a way when they are determined to do so.
Thank you.
The team from John Welch was so professional and went above and beyond to ensure our expectations were not only met - but exceeded. Our project manager provided us with contacts outside of the work John Welch was providing which ended up being so helpful. I already have, and I will continue to, recommend John Welch Enterprise. They are truly the best landscapers in Rochester.
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] In my original complaint I was specific only about the patio. I mentioned there were other issues. Since John Welch does not want to rectify the problem, I want to make full disclosure as to the other issues.
1) RGE was never called for a stake out. Since at one time there was a near gas explosion due to gas lines in the patio area, I was very uncomfortable with this omission.
2) I was told I could have a certain border for the patio only to find out that to get the right pavers, too many pallets would have to be ordered. This should have been known ahead of time.
3) The front sidewalk was to be the herringbone pattern which I was set on having. When I came out I found the installers had decided against it without even asking me. I intervened and they resumed with the herringbone pattern.
4) I was told that the concrete step that was attached to the foundation would be sawed off. Instead, the workers were trying to break it off with a Bobcat. The house rocked. Again, I intervened and they turned to sawing it off.
5) Since the old front sidewalk was removed, landscaping was needed. I was told that the new seed would be covered. It was not. Consequently the birds ate the seed and the grass that spring was very sparse. I never complained about this. One of the Company's landscapers noticed it, and OFFERED to re-do it. They did and the lawn came up beautifully.
6) Railings were to be installed on the front stoop. They were supposed to be functional (able to be leaned on for support) and aluminum. They were cheap steel and were installed very loosely. I asked to have them replaced with better railings saying that I would pay the difference between the two, but didn't think I should be charged labor. After months of waiting to hear from John I gave up and got them through another landscaper.
7) Forty-five degree angle pavers were put on the front stoop making it impossible to properly install new railings.
8) When I noticed ants making hills in the patio I called to have it fixed. Common sense told me this shouldn't be happening to a new patio. Three landscapers confirmed this. As far as John being "happy" to come look at it, his landscaper DID look at it, took pictures of it and reported it back to John who refused to rectify it. I was told by the other landscapers that the polymeric sand was not installed properly.
I don't understand how a company can claim no wrongdoing when their designer was fired because of the job done at my house AND another client's of John Welch. Regarding the reputation of this company, the lack of responsiveness and the work speaks for itself.