Initial Business Response /* (1000, 7, 2016/03/21) */
Contact Name and Title: Kirk [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lintons.com
Mr. [redacted] purchased 10 large Arborvitae Shrubs at our Garden Center. He signed the deposit request which clearly states it is a deposit only, and...
charges will be assessed at completion of the project, as it is impossible at the time of sales to determine the condition of the soil when we arrive, how long it will actually take to prepare for and install the plants. This document also outlines that the rate charge is [redacted] PER MAN/PER HOUR.
Prior to our arrival, one of our staff, [redacted] called to discuss the delivery date and remind the client that the charge would be PER MAN/PER HOUR. At that time, Mr. [redacted] requested 5 additional large shrubs be added to the order. This expanded the project from 10 shrubs to 15, by 1/3 the amount of time and space that would be needed for loading and installation. Ms. Walters went over the schedule, and again at that time discussed that the time invoiced would include the time to load the products, drive there, prepare and install the plants, and the drive back to base time, Point to Point is standard, and our fee, again as stated on all our documents that the [redacted] is PER MAN/PER HOUR. Mr. [redacted] expressed he thought it would only take a couple of guys a 'short time'. Ms. [redacted] again explained that it would be strictly time and material less his deposit of [redacted] towards this activity.
Again, our fee structure was explained to him by several staff, both on the phone and in person at our Garden Center.
Based on our over 30 years of experience, a crew of 3 was sent to handle this expanded project. We have a professional and caring staff, who took care of the loading of his 15 Large Shrubs for their trip.
We did receive a letter and it alleged impropriety on the part of our staff. The staff were questioned, we reviewed their time sheets with their manager and verified the time it took to load, drive, install, and return to base. We were not able to verify any of the customer's allegations regarding any drug related items left on site. The customer has not provided any photo proof or police report. We let the customer know of this, and that our records indicate the time spent was accurate; that the billing system was explained to him both prior to and after the installation.
In the interest of closing this account and moving forward, the firm is offering to remove the unpaid balance of [redacted] and the accumulated finance charges of [redacted] upon his agreement to remove his negative posts from Yelp, Google, and all other internet postings that he has created regarding these allegations. Upon notification of his doing so, we will instruct our accounting department to close his account .
Initial Consumer Rebuttal /* (2000, 9, 2016/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2016/03/21) */
Contact Name and Title: Kirk [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@lintons.com
Mr. [redacted] purchased 10 large Arborvitae Shrubs at our Garden Center. He signed the deposit request which clearly states it is a deposit only, and...
charges will be assessed at completion of the project, as it is impossible at the time of sales to determine the condition of the soil when we arrive, how long it will actually take to prepare for and install the plants. This document also outlines that the rate charge is [redacted] PER MAN/PER HOUR.
Prior to our arrival, one of our staff, [redacted] called to discuss the delivery date and remind the client that the charge would be PER MAN/PER HOUR. At that time, Mr. [redacted] requested 5 additional large shrubs be added to the order. This expanded the project from 10 shrubs to 15, by 1/3 the amount of time and space that would be needed for loading and installation. Ms. Walters went over the schedule, and again at that time discussed that the time invoiced would include the time to load the products, drive there, prepare and install the plants, and the drive back to base time, Point to Point is standard, and our fee, again as stated on all our documents that the [redacted] is PER MAN/PER HOUR. Mr. [redacted] expressed he thought it would only take a couple of guys a 'short time'. Ms. [redacted] again explained that it would be strictly time and material less his deposit of [redacted] towards this activity.
Again, our fee structure was explained to him by several staff, both on the phone and in person at our Garden Center.
Based on our over 30 years of experience, a crew of 3 was sent to handle this expanded project. We have a professional and caring staff, who took care of the loading of his 15 Large Shrubs for their trip.
We did receive a letter and it alleged impropriety on the part of our staff. The staff were questioned, we reviewed their time sheets with their manager and verified the time it took to load, drive, install, and return to base. We were not able to verify any of the customer's allegations regarding any drug related items left on site. The customer has not provided any photo proof or police report. We let the customer know of this, and that our records indicate the time spent was accurate; that the billing system was explained to him both prior to and after the installation.
In the interest of closing this account and moving forward, the firm is offering to remove the unpaid balance of [redacted] and the accumulated finance charges of [redacted] upon his agreement to remove his negative posts from Yelp, Google, and all other internet postings that he has created regarding these allegations. Upon notification of his doing so, we will instruct our accounting department to close his account .
Initial Consumer Rebuttal /* (2000, 9, 2016/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)