Kimo's Landscaping

Review: We have had numerous problems with our landscaping job- fromn the very beginning- 1: We were charged for a port-o-potty to be on site- daily, and it did not arrive for a full week. 2: We were charged for daily clean up of the site- $3,000.00, and the site was left a mess- almost daily trash left all over the site,

the crew damaged our daughters sandbox- even after several times telling them NOT to pile trash on it. drawings not provided for detail of several items that were then built incorrectly, and WE were charged for the repair. AFTER the crew left, we discovered several major plumbing issues- 1: a problem with the new firepit that was installed- interferes and cuts off back fireplace. After numerous attempts to get them out to resolve the issue- they STILL have not- have left it to us to resolve. After receiving our water bill that was over 100% higher than our previous year, we had it ivestigated to realize that the crew had broken the valves/pipes to our irrigation system. Upon contacting the company we were told that they would "check their schedule". A faulty timer was installed for our fountain, and again, numerous attempts to have them fix/replace and were told "they can't just pull people off crews". We were informed that when we had problems with our plants that they would be replaced, and it takes several emails/texts to get any of the plants replaced. Customer service has been HORRIBLE. The owner of the company- Kimo, told us that he couldn't wait to be off our job, as well as continually making statements that we were difficult when we requested things to be done on a timely schedule, and requesting an actual work schedule. Which was not only not provided for the first 3/4 of the job, but when it WAS presented, was completely not kept to.Desired Settlement: Since the job has been completely paid for, and we have had to hire outside companiesto get our issues resolved, we would like to be re-imbursed for the additional expenses, as well as for items mentioned that we do NOT believe we should have been billed for.

Business

Response:

Regarding consumer complaint #[redacted].

Dear Revdex.com, Mr. & Mrs. [redacted],

It is regrettable that we have an unhappy client. We try to make sure all our clients are very happy

and have been doing so for over 35 yrs. I wish to address the issues brought up by Mr. & Mrs.

[redacted]. We find this complaint without merit for the following reasons. The client issues are in bold

with our (Contractor’s) response below.

Customer’s Statement of the Problem:

We have had numerous problems with our landscaping job- from the very beginning-

1: We were charged for a port-o-potty to be on site- daily, and it did not arrive for a full week.

Contractor Response: We collected & cashed the start check # [redacted] on 9-16-2013. Per your email

dated 9-17-2013 it was stated that it was in fact delivered on 9-16-2013. I can assure you that we did

not over charge you and the porto potty was delivered in a realistic timeframe.

2: We were charged for daily clean up of the site- $3,000.00, and the site was left a mess-

almost daily trash left all over the site, the crew damaged our daughters sandbox- even after

several times telling them NOT to pile trash on it.

Contractor Response: 7-9-2013 Singed contract

DEMO/ HAUL OFF

PORTABLE TOILET 5 WKS

REMOVE & HAUL OFF LAWN 340 SQ'

SPRAY ROUND UP FOR WEED KILL 1 EA

REMOVAL OF LARGE TREE - BY OTHER's or T.B.D. 0 EA

DEMO SOFTS (PLANTS, FENCE ETC.) 16 MH

DUMP LOAD WITH OUR TRUCK 2 LD

ONGOING SITE CLEAN-UP & DEBRIS REMOVAL 5 WKS

$2,950.00

Per your contract above we did not charge you $3,000 as you stated for cleanup. The clean-up

portion is around $400 for a 5 week project. It was brought to our attention regarding the turtle

sandbox and not knowing what it was, we informed the crew to be aware of it.

3.Drawings not provided for detail of several items that were then built incorrectly, and WE

were charged for the repair.

Contractor Response: On 9/25/2013 you were sent a more detailed drawing for the arbor (I have

a copy of the drawing we sent you as well as a picture of the corbel that you requested on 9/25/

2013 (Thanks, [redacted]. I like the way that front end looks! As far as corbel style, I'm

thinking something like the attached photo, which I believe is very similar to #13 on the

Dixieline corbel patter chart you sent me earlier. )

You also provided a plan of sorts which clearly shows the arbor design that you wanted. When you

wanted to arbor extended (after it was completed) we gladly accommodated your request and built

another arbor with the extended posts. In fact you re-hired us and signed the change order and

accepted that it would be an additional cost since the arbor was completed.

4 AFTER the crew left, we discovered several major plumbing issues-

Contractor Response: We did receive and respond to your emails (no phone calls from you)

5: A problem with the new fire pit that was installed- interferes and cuts off back fireplace.

After numerous attempts to get them out to resolve the issue- they STILL have not- have left it

to us to resolve.

Contractor Response: We were not informed that the fireplace in the backyard was also connected

to the “spa equipment” gas line. We did connect to the “spa equipment” gas line as contracted and

pulled the necessary permits to do so. The issue has been resolved.

6 after receiving our water bill that was over 100% higher than our previous year, we had it

investigated to realize that the crew had broken the valves/pipes to our irrigation system.

Upon contacting the company we were told that they would "check their schedule".

Contractor Response: Typically we would have received a phone call regarding this issue (see #4)

When I did receive the emails, we did have to check our schedule However, in our defense: We

were out of town for the holidays and we had intermitted internet service. I was surprised when

[redacted] called me the day before New Year’s Eve, 12/30/13 @ 4:27 pm stating that you had sent

a heated email and wanted an issue fixed “tomorrow”. (12/31/2013)

I went to get on the internet and emailed these responses:

Client - 12/30 @ 4:27pm - Email regarding wanting issue fixed “tomorrow” 12/31/2013.

Contractor - 12/31 @ 9:23am – [redacted] called to alert me of your heated email. I responded that

I will check the schedule to get someone out there the next day.

Contractor - 1/1 @ 8:27am – my response to you as well as my internet constraints and that we will

be out the next day to address the issue.

Client – 1/1 @ 5;30pm – Email stating that you are giving us the “heads Up” on reporting us to the

Revdex.com and State Contractor’s Board

Contractor – 1/2 @ 4:20pm – I sent an email re-stating that we are sending someone out that day and

he told us that you had already had the repair work done

Client – 1/2 @ 5:30 Email stating why you were so unhappy

Client – 1/2 @ 10:18pm Email stating again you were unhappy

Contractor - 1/3 @ 9:13am – Email stating how we can move forward

We were not given the opportunity to look at or for a matter of fact no photos were sent showing the

damage (previously you had sent us photos of any & all issues, so I was surprised that you did not

send a photo of the “broken pipe” and the area in the yard in which is was broken) In good business

practices we did send you a check to cover your costs of the repair in the amount $180.

7 A faulty timer was installed for our fountain, and again, numerous attempts to have them fix/

replace and were told "they can't just pull people off crews".

Contractor Response: The timer issue is fixed and our apologies for the issue, we have sent several

employees out to assess the issue in a timely manner, even after business hours to accommodate

your requests. The timer is in working condition

8 We were informed that when we had problems with our plants that they would be replaced,

and it takes several emails/texts to get any of the plants replaced.

Contractor Response: Again, a phone call would have made sense if we did not respond by the time

you wanted us to. We are replacing the plants and sometimes plants are hard to find / out of season

but we stick by our warranty of plants. We are currently looking for the replacement plants and it is

out of our control and in Mother Nature’s hands.

9 Customer service has been HORRIBLE. The owner of the company- Kimo, told us that

he couldn't wait to be off our job, as well as continually making statements that we were

difficult when we requested things to be done on a timely schedule, and requesting an actual

work schedule. Which was not only not provided for the first 3/4 of the job, but when it WAS

presented, was completely not kept to.

Kimo made no such comment, he just agreed with you, I am sorry you interpreted in that way. We try

to respond to emails within a reasonable timeframe, if I am in the office the response is immediate, if

we are out of the office a response is sent that day within business hrs, if you are looking for specific

answers then time is needed to research answers/ solutions. We have responded to your email

sometimes at 11:00PM (10-8-2013)

I do take issue with the dates that you listed below:

Problem Occurred: 10/1/2013

Model:

Account Number:

Order Number:

Talked to Company: 10/4/2013

Talked to Company (2nd): 10/15/2013

Talked to Company (3rd): 10/21/2013

I have researched my emails and these are the dates that your emails were responded to and they

were answered that day or the following morning.

9-30-2013 – Compliment regarding condition of yard when we left. – No complaint

10/3/2013 – Email to set up meeting to finish “Open Items” list and confirmed appointment for that

night – no complaint

10/4/2013 – You contacted us regarding the LED lighting upgrade. – No complaint

10/6/2013 – Email for copper for water feature – no complaint

10/15, 10/17, 10/19, 10/22, 10/24 etc…..

We will take your complaint as a learning experience and we are sorry that you feel as though

the "customer service and project management" were not up to your expectations. We have hundreds

of very satisfied clients and many references from others who have been extremely happy and

satisfied with our customer service and project management.

Therefore, we do not feel that the client is due any disputed amount.

We wish you the very best in your future projects.

Sincerely,

Kimo Rusing

Owner

Kimo’s Landscaping

Serving San Diego for Over 35 years.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will attach photos ]

Regards,

Business

Response:

Hello [redacted],

We wanted to meet with you both to go over any / all issues that you have. We have responded to every email that you have sent us and this is just an overview:

1) We did not charge you $3,000 for onsite clean-up, it was $400 as per contract . In fact, we actually addressed this with you both and to satisfy you we sealed the driveway and entry way at no cost to you ($800 value)

2) The timer issue with the waterfall sheer decent has been resolved

3) We reimbursed you $180 regarding "irrigation valve/pipes repair" we paid it in good business faith.

4) The ground cover (Mint) was addressed and we will resolve this by replacing the mint when it becomes available and do the irrigation adjustment

5) Regarding "exposed irrigation pipes" the netifin drip line is UV rated and designed to be installed above ground. As the ground cover fills in, it will cover it up

If there are any other issues that we need to repair or correct, please be very specific on what they are and how we can resolve them. We will within our contractual agreement, take of of them as soon as possible.

As part of the total resolution we can take it one step further to resolve the ground cover issue by coming out and replace all the mint with another option (ie. Thyme, Money wart etc)

[redacted] & Kimo

Kimo's Landscaping

Office: 760-729-KIMO (5466)

On 1/22/2014 9:19 PM, [redacted] wrote:

What exactly do you consider "rectifying"? We had a very difficult and unpleasant experience and were told constantly that it was us...not you that was the problem and then were charged over and over for the errors. We were patient and we paid for all of it...but were treated HORRIBLY and with disrespect- the project was obviously very unimportant and when you should have cared you didn't . Until I filed a with the Revdex.com and contractors board. So, without dragging this out and without wasting anybody's time.....what do you consider "rectifying"...other than our NOT filing complaints and posting on social media sites?

Sent from my iPad