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L & L Sales and Service

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L & L Sales and Service Reviews (1)

February 3, 2015Re: Revdex.comcomplaint [redacted] Mr_______, I am replying to the complaint you submitted to the Revdex.comDuring the winter,Pico’s employees work reduced hoursI myself am in the Valley most of thewinter—that’s why it has taken me a while to reply to youYou have my apologyfor thatYour complaint left us scratching our headsWhen your wife first contacted me to say she had aconcern about the level of the lawn, and also that someone had inadvertentlyrun over a sprinkler (which, at the time, she said she understood might be anadditional charge for us to repair it), she asked me very specifically NOT tosend any of our men out there to do repairs until I had cleared it with herfirstI called her right away to schedule a time and day for us to comeShedid not return my callThen I called her at least twice more over the next weekor so, and again she did not call back [redacted] (our irrigation technician) alsocalled her at least twice, again with no response We appreciate and respect that you have a busy life, working and raising young childrenWe had, andhave, every good intention to take care of whatever problems there are, butwhen we are specifically told not to come out until we arrange a time and day,yet when no one returns our repeated calls attempting to do so, it becomes verydifficultYou reported that the last time you yourself called was the dayafter ThanksgivingEven though it was a holiday weekend, our office managerwas in the office that dayI don’t, however, have a record as to whether wecalled you right backBut we do know that your wife called again on December4th [redacted] retrieved her message and called her back two times—but noone answered or returned her call As for the specifics of what you feel is wrong with your landscape, there are several things we must pointoutFirst, you mentioned the river rock bordersYour wife asked me aboutthis lawn border before or just after we installed itI pointed out to herthat the Kentucky bluegrass that grows in our climate is not invasive like the HybridBermuda Grass you were used to in the Phoenix areaIn such areas there must bea steel, brick, or concrete border to prevent the grass from spreading outsidethe lawn areaKentucky bluegrass, on the other hand, is not invasiveIf youdrive along just about any road in the Lakeside area, you will see numerouslawns that are only bordered by river rockIt looks good, and is fairly easyto maintainOf course there must be some weed-eating to keep it looking itsbest—but that would be the case with ANY sort of border you installBased onthis discussion I had with your wife, and her satisfaction with what I said,we did not add any steel or other edging to the original contract priceThis,in fact, is the first time I’ve heard that you were displeased with the border.This is also the first time I have heard about the lack of pressure in the ‘RV water line.’ We will be gladto come out and take a look at thisIt could be as simple as adjusting theplunger so that it pops up sufficiently to allow a full water flowOr therecould be some debris or a rock in the line that needs to be cleaned out.As for the low areas in the lawn, we will be glad to fill them inAnd if there are any leaks (not causedby damage from vehicles), we will repair them too as part of your warranty.As for the sprinkler layout, everyone who installs sprinkler systems for a living knows that one or twosprinklers installed in the middle of a bed will never water the area wellenough to keep it healthyYou have to install sprinklers along the perimetertoo, spaced for what we call “head to head coverage”—in other words, you haveto position the sprinklers so that each area of the bed is being watered by atleast two sprinklersWe do this in order to compensate for all thevariables—like wind, or fluctuations in water pressure—which inevitably arise,and which would prevent good coverage if each area were only hit by water fromone sprinklerSo to summarize, it would be poor design if there were NOT sprinklers along the edges of the bedOf coursethe sprinklers are near your driveway—because the area is encircled by yourdrivewayBut we certainly did not, as you say in your letter, “allow asprinkler head [to] protrude onto a driveway.” One thing that could help in thewinter is putting reflective markers in the bed—that way the snow plow driver,or anyone else, will know where not to drive.We also use ‘swing joints’ on all our sprinklers—so that if they are nudged they will shift position by aninch or two, rather than the pipe being brokenOf course, if the sprinklersare run over by a car or hit by a snowplow, they will breakYou just have tobe a little carefulWe, and all the other landscapers around, have setthousands of sprinklers along driveways; it’s usually just not that much of aproblemIf a sprinkler is set too high, we can easily adjust it to make itlowerWe can also move it an inch or two into the flowerbed, which can helptoo.As for the bed care bill, we don’t charge on a ‘per bed basis’—we charge $per man-hourThe bill wascomputed on that basisWe route our bed care schedule so that the travel timecharge, which is included in the total hours, is usually quite minimal.The general tone of your letter is that we have done terrible work and are completely unresponsiveIhave to say that this is just not trueWe will be happy to make anything rightthat we did wrong; we just need to hear back from you so we can arrange a visit.Or at the least we need your approval to come there and check things outAfterwe submit this required reply to the Revdex.com, we will call youagain to see if we can arrange an approximate time and day to make a warranty/checkvisit.Respectfully, [redacted] ***Pico’s Nursery [redacted]

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