Lavenders Contracting Ltd

Initial Business Response / [redacted] (1000, 9, 2015/10/22) */ October 22, RE: [redacted] Case # [redacted] Attention: [redacted] I received an email on April 4, 2015, at this time I cannot recall weather or not there was any response from me at that time Upon receiving a message in July, which I returned within - minutes, I left a message indicating they should call the City of Edmonton, which everyone is told to do when we have replaced the private side of the sanitary system, as there may be issues with the city's portionI do believe this phone call was made on a weekend and I did not hear back from the customer until the following week After several conversations with [redacted] I spoke with ***, I informed him I would not talk to [redacted] due to her extreme rudeness and disrespect, also her limited knowledge of the scope of work that was done [redacted] and I agreed that if there was another incident something would have to be done to alleviate the problem Therefor I was under the assumption that we are waiting to hear from *** I don't understand why I am hearing from the Revdex.com rather than ***, I am willing to resolve this issue with himI am assuming [redacted] has filed the complaint and maybe [redacted] is unaware _______________________________ [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) In view of the response from Mr [redacted] I thought it best that I ( [redacted] ) reply: [redacted] Our involvement with Lavender Contracting was no different [redacted] employed them to do the original sewer line work years ago so when we discovered that there was a problem with this line earlier this year she contacted them to have them honour their guarantee Contact with Lavender has been very difficultPhone messages and e-mails have been repeatedly ignored and when we finally did reach [redacted] , he was very reluctant to have any repair work doneWe had sewer back-ups into the house in a month periodBoth times they were cleared by certified plumbers who confirmed that there was a bend in the sewer pipe just outside the house and this was blocking the flow to the city line and backing upThis was confirmed both times with camera imaging [redacted] questioned whether the other plumbers really understood the problem and he suggested that the problem was beyond where he had done the original workHe further suggested that after years you really could not blame his work and probably the ground had shifted (the house is years old!) Ultimately he did agree to have his own employee scope the line and according to our tenant, this confirmed the bend in the pipe as previously describedEven then he did not contact us about our concerns and we had to make repeated phone calls to get through We had several phone conversations with [redacted] over the summer monthsAs usual it was my wife, [redacted] who made contactJust getting through was very difficult and [redacted] reluctance to take any responsibility was very frustratingI overheard some of these conversations and I can attest to my wife's professional manner throughoutThere was no bad language used and there was no shouting, although there was clear frustration with [redacted] refusal to take responsibility or act on his written guaranteeI did not hear all of the conversations but I know that on one occasion [redacted] hung up on her [redacted] I had conversations with [redacted] myselfHe gave the same excuses mentioned above for why he should not do the repairHe suggested that they had only done the original repair right at the house connection but I reminded him that our front yard had been dug up(and his invoice describes installing a new foot line to the city sewer)I asked him what a life time guarantee meant if not exactly what we were asking and his reply was that he would only be willing to consider doing the repair if it backed up a third time In the latter conversation Mr Lavender told me he would not deal with my wife again as he felt he could not communicate effectively with her due to personal conflict After further conversation with my wife, we decided that we could not in good conscience put our renters at risk for further unsanitary eventsThey have a young baby in the house and we have had sewer back ups into their bathroom over a three month periodWe have a documented obstruction in our sewer line in the section that was previously laid by a contractor who gave us a written life time guaranteeHe is refusing to honour that guarantee despite multiple requests and clear documentationWinter will soon be upon us so we should like to address this issue as soon as possibleIf he does not wish to rectify the problem himself, could [redacted] be asked to refund our money and we could apply this refund to having a reputable expert repair the line We respectfully request that the Revdex.com intervene on our behalf Sincerely, [redacted] Final Business Response / [redacted] (4000, 13, 2015/11/09) */ November 6, RE: [redacted] Case # [redacted] Attention: [redacted] , Let's start with emails, first our mistake was saying the email was received April 4, when it was actually received August That was the only email received from the [redacted] Let's verify there is no bend in the line, but a dip in the linePlease also note there is no problem with the structural part of the pipe of the connection at the house or at the connection to the city lines Lavenders' Contracting did not open excavate the sanitary service at this location, we hand excavated a hole approximately 4' x 4' at the house and another excavation at 5' x 7' hole at the city connection, then an expander was pulled back from the house through the existing sanitary line to the excavation at city connection, this breaks up the old pipe and makes the hole bigger, this is called coring or pipe bursting We then put a cap on the 4" ABS pipe and push it from the hole at the property line to the house and make the necessary connection to the cast pipe at the house with a 4" fernco, 2" goes onto the cast and the other 2" onto the 4" ABS, it also has stainless steel clamps to prevent them from rustingWe also place concrete at the connections to prevent it from settlingThe pipe exposed at the city connection has the soil tamped under it to prevent settling, if the ground is wet we place bags of concrete under it also We performed a video inspection and tracing of the line on Aug 7, 2015, this was days after receiving the email on Aug 4, I feel this was done in a very timely mannerThe video inspection of the line shows there is no problem with the lineAlso the camera moves freely through the sanitary line even when it is under water From the point of where we started to video the line to approximately 13' the camera is under water until 53' a distance of 40', our connections to the city line is at 66'The city line has also been replaced to the city main at 98' with 6" SDR plasticThe first 13' of the new 4" ABS line from the property line back toward the house has no sitting waterThe total length of the private line replaced on the private property is approximately 35', from 53' to 13' is 40' of the line that has sitting water, which also means there is sitting water in the cast pipe from our connections on the inside of the house for an additional 10' so this contradicts the plumber observations that the problem starts just outside the house This leads me to believe that since the line has been working for years without a problem that the line was properly installed, now that the problem is not only on the outside but also on the inside that something is causing the pipe to settle hopefully that makes sense to a independent person or persons I have never once said we would not help them solve this problem if it was something related to the structure of the pipe or our workmanshipIf there was a problem with the structure of the pipe or our workmanship we would gladly rectify itThe last time I spoke with [redacted] I thought we had agreed to see if there would be any further issues with the pipe As to the reference to the pipe not being chinked properly, I have contacted several other sewer contractors an no one in the industry has heard of or has any idea what this means, The dictionary definition is a narrow opening such as a crack or fissureIf I recall properly when I asked [redacted] about it the term that is when she said I did not want to standby by our warranty and other things [redacted] _______________________________ [redacted] Final Consumer Response / [redacted] (2000, 29, 2016/03/07) */ Hello [redacted] , We are interested in proceeding with the offer that [redacted] has made to replace our defective sewer lineWe have been in contact with [redacted] , the company that has come to our rescue on separate occasions when we required emergency services relating to the defect, and have been more than satisfied with their work and professional courtesyThey have agreed to endeavor to coordinate the work on the inside of the house to coincide with the replacement of the line on the outside of the house from the house to the city line which [redacted] has finally agreed to complete in accordance with his "lifetime" warrantySince [redacted] has placed some specific limitations on his work, we want to be certain that everything is conducted in the most efficient and comprehensive manner so that at the end of the day everything is completed according to code and that everything is functional with all the lose ends are tied offWe would prefer to avoid any further glitches if at all possible so, if we could be advised as to the timing of Lavender's work, we will advise [redacted] of the same and book the appointment with them to accommodate Lavender's crew Please advise us as to the next steps in setting things in motion for the completion of the replacement It's been a bit of a long dialogue between ourselves & Lavender but we are truly appreciative of the efforts of the Revdex.com in handling our grievanceWe have incurred rather a high cost in tending to back ups while waiting for Lavender to tend to the problem but under the circumstances, this is probably the best we could hope for from Lavender's Contracting Thank you for your efforts in handling our plightSincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/10/22) */
October 22, 2015
RE: [redacted]
[redacted]
Case # [redacted]
Attention: [redacted]
I received an email on April 4, 2015, at this time I cannot recall weather or not there was any response
from me at...

that time.
Upon receiving a message in July, which I returned within 30 - 60 minutes, I left a message indicating
they should call the City of Edmonton, which everyone is told to do when we have replaced the private
side of the sanitary system, as there may be issues with the city's portion. I do believe this phone call was
made on a weekend and I did not hear back from the customer until the following week.
After several conversations with [redacted] I spoke with [redacted], I informed him I would not talk to [redacted] due to
her extreme rudeness and disrespect, also her limited knowledge of the scope of work that was done. [redacted]
and I agreed that if there was another incident something would have to be done to alleviate the problem.
Therefor I was under the assumption that we are waiting to hear from [redacted].
I don't understand why I am hearing from the Revdex.com rather than [redacted], I am willing to resolve this issue
with him. I am assuming [redacted] has filed the complaint and maybe [redacted] is unaware.

_______________________________
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In view of the response from Mr [redacted] I thought it best that I ([redacted]) reply:
1. [redacted]
Our involvement with Lavender Contracting was no different. [redacted] employed them to do the original sewer line work 9 years ago so when we discovered that there was a problem with this line earlier this year she contacted them to have them honour their guarantee.
2. Contact with Lavender has been very difficult. Phone messages and e-mails have been repeatedly ignored and when we finally did reach [redacted], he was very reluctant to have any repair work done. We had 2 sewer back-ups into the house in a 3 month period. Both times they were cleared by certified plumbers who confirmed that there was a bend in the sewer pipe just outside the house and this was blocking the flow to the city line and backing up. This was confirmed both times with camera imaging. [redacted] questioned whether the other plumbers really understood the problem and he suggested that the problem was beyond where he had done the original work. He further suggested that after 9 years you really could not blame his work and probably the ground had shifted (the house is 60 years old!).
Ultimately he did agree to have his own employee scope the line and according to our tenant, this confirmed the bend in the pipe as previously described. Even then he did not contact us about our concerns and we had to make repeated phone calls to get through.
3. We had several phone conversations with[redacted] over the summer months. As usual it was my wife, [redacted] who made contact. Just getting through was very difficult and [redacted] reluctance to take any responsibility was very frustrating. I overheard some of these conversations and I can attest to my wife's professional manner throughout. There was no bad language used and there was no shouting, although there was clear frustration with [redacted] refusal to take responsibility or act on his written guarantee. I did not hear all of the conversations but I know that on one occasion [redacted] hung up on her. [redacted]
I had 2 conversations with [redacted] myself. He gave the same excuses mentioned above for why he should not do the repair. He suggested that they had only done the original repair right at the house connection but I reminded him that our front yard had been dug up. (and his invoice describes installing a new 30 foot line to the city sewer). I asked him what a life time guarantee meant if not exactly what we were asking and his reply was that he would only be willing to consider doing the repair if it backed up a third time.
In the latter conversation Mr Lavender told me he would not deal with my wife again as he felt he could not communicate effectively with her due to personal conflict.
4. After further conversation with my wife, we decided that we could not in good conscience put our renters at risk for further unsanitary events. They have a young baby in the house and we have had 2 sewer back ups into their bathroom over a three month period. We have a documented obstruction in our sewer line in the section that was previously laid by a contractor who gave us a written life time guarantee. He is refusing to honour that guarantee despite multiple requests and clear documentation. Winter will soon be upon us so we should like to address this issue as soon as possible. If he does not wish to rectify the problem himself, could [redacted] be asked to refund our money and we could apply this refund to having a reputable expert repair the line.
We respectfully request that the Revdex.com intervene on our behalf.
Sincerely,
[redacted]
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
RE: [redacted]
[redacted]
Case # [redacted]
Attention: [redacted],
Let's start with emails, first our mistake was saying the email was received April 4, when it was actually
received August 4. That was the only email received from the [redacted].
Let's verify there is no bend in the line, but a dip in the line. Please also note there is no problem with the
structural part of the pipe of the connection at the house or at the connection to the city lines.
Lavenders' Contracting did not open excavate the sanitary service at this location, we hand excavated a
hole approximately 4' x 4' at the house and another excavation at 5' x 7' hole at the city connection, then
an expander was pulled back from the house through the existing sanitary line to the excavation at city
connection, this breaks up the old pipe and makes the hole bigger, this is called coring or pipe bursting.
We then put a cap on the 4" ABS pipe and push it from the hole at the property line to the house and
make the necessary connection to the cast pipe at the house with a 4" fernco, 2" goes onto the cast and the
other 2" onto the 4" ABS, it also has 2 stainless steel clamps to prevent them from rusting. We also place
concrete at the connections to prevent it from settling. The pipe exposed at the city connection has the soil
tamped under it to prevent settling, if the ground is wet we place bags of concrete under it also.
We performed a video inspection and tracing of the line on Aug 7, 2015, this was 3 days after receiving
the email on Aug 4, 2015 I feel this was done in a very timely manner. The video inspection of the line
shows there is no problem with the line. Also the camera moves freely through the sanitary line even
when it is under water.
From the point of where we started to video the line to approximately 13' the camera is under water until
53' a distance of 40', our connections to the city line is at 66'. The city line has also been replaced to the
city main at 98' with 6" SDR 35 plastic. The first 13' of the new 4" ABS line from the property line back
toward the house has no sitting water. The total length of the private line replaced on the private property
is approximately 35', from 53' to 13' is 40' of the line that has sitting water, which also means there is
sitting water in the cast pipe from our connections on the inside of the house for an additional 10' so this
contradicts the plumber observations that the problem starts just outside the house.
This leads me to believe that since the line has been working for 9 years without a problem that the line
was properly installed, now that the problem is not only on the outside but also on the inside that
something is causing the pipe to settle hopefully that makes sense to a independent person or persons.
I have never once said we would not help them solve this problem if it was something related to the
structure of the pipe or our workmanship. If there was a problem with the structure of the pipe or our
workmanship we would gladly rectify it. The last time I spoke with [redacted] I thought we had agreed to see if
there would be any further issues with the pipe.

As to the reference to the pipe not being chinked properly, I have contacted several other sewer
contractors an no one in the industry has heard of or has any idea what this means, The dictionary
definition is a narrow opening such as a crack or fissure. If I recall properly when I asked [redacted] about it
the term that is when she said I did not want to standby by our warranty and other things.
[redacted]
[redacted]
_______________________________
[redacted]
Final Consumer Response /* (2000, 29, 2016/03/07) */
Hello [redacted], We are interested in proceeding with the offer that [redacted] has made to replace our defective sewer line. We have been in contact with [redacted], the company that has come to our rescue on 3 separate occasions when we required emergency services relating to the defect, and have been more than satisfied with their work and professional courtesy. They have agreed to endeavor to coordinate the work on the inside of the house to coincide with the replacement of the line on the outside of the house from the house to the city line which [redacted] has finally agreed to complete in accordance with his "lifetime" warranty. Since [redacted] has placed some specific limitations on his work, we want to be certain that everything is conducted in the most efficient and comprehensive manner so that at the end of the day everything is completed according to code and that everything is functional with all the lose ends are tied off. We would prefer to avoid any further glitches if at all possible so, if we could be advised as to the timing of Lavender's work, we will advise [redacted] of the same and book the appointment with them to accommodate Lavender's crew.
Please advise us as to the next steps in setting things in motion for the completion of the replacement.
It's been a bit of a long dialogue between ourselves & Lavender but we are truly appreciative of the efforts of the Revdex.com in handling our grievance. We have incurred rather a high cost in tending to back ups while waiting for Lavender to tend to the problem but under the circumstances, this is probably the best we could hope for from Lavender's Contracting.
Thank you for your efforts in handling our plight. Sincerely, [redacted]

Initial Business Response /* (1000, 9, 2015/10/22) */
October 22, 2015
RE: [redacted]
[redacted]
Case # [redacted]
Attention: [redacted]
I received an email on April 4, 2015, at this time I cannot recall weather or not there was any response
from me at that...

time.
Upon receiving a message in July, which I returned within 30 - 60 minutes, I left a message indicating
they should call the City of Edmonton, which everyone is told to do when we have replaced the private
side of the sanitary system, as there may be issues with the city's portion. I do believe this phone call was
made on a weekend and I did not hear back from the customer until the following week.
After several conversations with [redacted] I spoke with [redacted], I informed him I would not talk to [redacted] due to
her extreme rudeness and disrespect, also her limited knowledge of the scope of work that was done. [redacted]
and I agreed that if there was another incident something would have to be done to alleviate the problem.
Therefor I was under the assumption that we are waiting to hear from [redacted].
I don't understand why I am hearing from the Revdex.com rather than [redacted], I am willing to resolve this issue
with him. I am assuming [redacted] has filed the complaint and maybe [redacted] is unaware.

_______________________________
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In view of the response from Mr [redacted] I thought it best that I ([redacted]) reply:
1. [redacted]
Our involvement with Lavender Contracting was no different. [redacted] employed them to do the original sewer line work 9 years ago so when we discovered that there was a problem with this line earlier this year she contacted them to have them honour their guarantee.
2. Contact with Lavender has been very difficult. Phone messages and e-mails have been repeatedly ignored and when we finally did reach [redacted], he was very reluctant to have any repair work done. We had 2 sewer back-ups into the house in a 3 month period. Both times they were cleared by certified plumbers who confirmed that there was a bend in the sewer pipe just outside the house and this was blocking the flow to the city line and backing up. This was confirmed both times with camera imaging. [redacted] questioned whether the other plumbers really understood the problem and he suggested that the problem was beyond where he had done the original work. He further suggested that after 9 years you really could not blame his work and probably the ground had shifted (the house is 60 years old!).
Ultimately he did agree to have his own employee scope the line and according to our tenant, this confirmed the bend in the pipe as previously described. Even then he did not contact us about our concerns and we had to make repeated phone calls to get through.
3. We had several phone conversations with[redacted] over the summer months. As usual it was my wife, [redacted] who made contact. Just getting through was very difficult and [redacted] reluctance to take any responsibility was very frustrating. I overheard some of these conversations and I can attest to my wife's professional manner throughout. There was no bad language used and there was no shouting, although there was clear frustration with [redacted] refusal to take responsibility or act on his written guarantee. I did not hear all of the conversations but I know that on one occasion [redacted] hung up on her. [redacted]
I had 2 conversations with [redacted] myself. He gave the same excuses mentioned above for why he should not do the repair. He suggested that they had only done the original repair right at the house connection but I reminded him that our front yard had been dug up. (and his invoice describes installing a new 30 foot line to the city sewer). I asked him what a life time guarantee meant if not exactly what we were asking and his reply was that he would only be willing to consider doing the repair if it backed up a third time.
In the latter conversation Mr Lavender told me he would not deal with my wife again as he felt he could not communicate effectively with her due to personal conflict.
4. After further conversation with my wife, we decided that we could not in good conscience put our renters at risk for further unsanitary events. They have a young baby in the house and we have had 2 sewer back ups into their bathroom over a three month period. We have a documented obstruction in our sewer line in the section that was previously laid by a contractor who gave us a written life time guarantee. He is refusing to honour that guarantee despite multiple requests and clear documentation. Winter will soon be upon us so we should like to address this issue as soon as possible. If he does not wish to rectify the problem himself, could [redacted] be asked to refund our money and we could apply this refund to having a reputable expert repair the line.
We respectfully request that the Revdex.com intervene on our behalf.
Sincerely,
[redacted]
Final Business Response /* (4000, 13, 2015/11/09) */
November 6, 2015
RE: [redacted]
[redacted]
Case # [redacted]
Attention: [redacted],
Let's start with emails, first our mistake was saying the email was received April 4, when it was actually
received August 4. That was the only email received from the [redacted].
Let's verify there is no bend in the line, but a dip in the line. Please also note there is no problem with the
structural part of the pipe of the connection at the house or at the connection to the city lines.
Lavenders' Contracting did not open excavate the sanitary service at this location, we hand excavated a
hole approximately 4' x 4' at the house and another excavation at 5' x 7' hole at the city connection, then
an expander was pulled back from the house through the existing sanitary line to the excavation at city
connection, this breaks up the old pipe and makes the hole bigger, this is called coring or pipe bursting.
We then put a cap on the 4" ABS pipe and push it from the hole at the property line to the house and
make the necessary connection to the cast pipe at the house with a 4" fernco, 2" goes onto the cast and the
other 2" onto the 4" ABS, it also has 2 stainless steel clamps to prevent them from rusting. We also place
concrete at the connections to prevent it from settling. The pipe exposed at the city connection has the soil
tamped under it to prevent settling, if the ground is wet we place bags of concrete under it also.
We performed a video inspection and tracing of the line on Aug 7, 2015, this was 3 days after receiving
the email on Aug 4, 2015 I feel this was done in a very timely manner. The video inspection of the line
shows there is no problem with the line. Also the camera moves freely through the sanitary line even
when it is under water.
From the point of where we started to video the line to approximately 13' the camera is under water until
53' a distance of 40', our connections to the city line is at 66'. The city line has also been replaced to the
city main at 98' with 6" SDR 35 plastic. The first 13' of the new 4" ABS line from the property line back
toward the house has no sitting water. The total length of the private line replaced on the private property
is approximately 35', from 53' to 13' is 40' of the line that has sitting water, which also means there is
sitting water in the cast pipe from our connections on the inside of the house for an additional 10' so this
contradicts the plumber observations that the problem starts just outside the house.
This leads me to believe that since the line has been working for 9 years without a problem that the line
was properly installed, now that the problem is not only on the outside but also on the inside that
something is causing the pipe to settle hopefully that makes sense to a independent person or persons.
I have never once said we would not help them solve this problem if it was something related to the
structure of the pipe or our workmanship. If there was a problem with the structure of the pipe or our
workmanship we would gladly rectify it. The last time I spoke with [redacted] I thought we had agreed to see if
there would be any further issues with the pipe.

As to the reference to the pipe not being chinked properly, I have contacted several other sewer
contractors an no one in the industry has heard of or has any idea what this means, The dictionary
definition is a narrow opening such as a crack or fissure. If I recall properly when I asked [redacted] about it
the term that is when she said I did not want to standby by our warranty and other things.
[redacted]
[redacted]
_______________________________
[redacted]
Final Consumer Response /* (2000, 29, 2016/03/07) */
Hello [redacted], We are interested in proceeding with the offer that [redacted] has made to replace our defective sewer line. We have been in contact with [redacted], the company that has come to our rescue on 3 separate occasions when we required emergency services relating to the defect, and have been more than satisfied with their work and professional courtesy. They have agreed to endeavor to coordinate the work on the inside of the house to coincide with the replacement of the line on the outside of the house from the house to the city line which [redacted] has finally agreed to complete in accordance with his "lifetime" warranty. Since [redacted] has placed some specific limitations on his work, we want to be certain that everything is conducted in the most efficient and comprehensive manner so that at the end of the day everything is completed according to code and that everything is functional with all the lose ends are tied off. We would prefer to avoid any further glitches if at all possible so, if we could be advised as to the timing of Lavender's work, we will advise [redacted] of the same and book the appointment with them to accommodate Lavender's crew.
Please advise us as to the next steps in setting things in motion for the completion of the replacement.
It's been a bit of a long dialogue between ourselves & Lavender but we are truly appreciative of the efforts of the Revdex.com in handling our grievance. We have incurred rather a high cost in tending to back ups while waiting for Lavender to tend to the problem but under the circumstances, this is probably the best we could hope for from Lavender's Contracting.
Thank you for your efforts in handling our plight. Sincerely, [redacted]