Littlefield Landscaping

Although I'm disappointed that this has become necessary, we will cooperate fully in your investigation of this complaintI believe at this point in time, we do need a neutral third party to help resolve this dispute I think it is evident that we are not on the same page in regard to the original agreement between the parties The contract was very specific to the scope of the project Everything outlined in the document (attached and titled [redacted] Estimate) speaks to the scopeNothing more, nothing lessAt no point did I specify that the price also included repair of preexisting conditions of their water featureThey were not charged for any work, nor was any work performed in the waterfall/stream area of their feature where the leak(s) were ultimately identified The [redacted] s were only charged for the parts and labor as specified in the contract This was an agreement between us to install a new pump and to convert it from a pond to a pondless water feature Nowhere does it reference "overhaul" or " minor overhaul" or anything else that would either express or imply a completely trouble free water feature at the conclusion of work This is where the [redacted] s and I are at oddsThe agreement also included the lighting package It would have been impossible to include in the overall price of their conversion project to repair preexisting conditions and problems with the entire water feature During my initial visit with the [redacted] s the water feature wasn't even running The prior homeowner had apparently pulled the pump so I couldn't even see it or evaluate it in a running conditionEven if I had seen them during that first visit, I never quote firm prices for troubleshooting and repairing leaksI charge by the hour I explain my hourly rate charge with the disclaimer that the leak(s) may never be found If they are found I then provide an estimate for the repair This is standard practice in most trades outside of mine as wellI can send you a sample contract to give you an idea how I approach customers with suspected leaks Finding leaks in water features is quite difficult It's not an exact scienceIn the case of the [redacted] s water feature, it has mature landscape growing all around it and rocks placed during construction that can't be moved by hand In my opinion, they were placed there during the construction of the water feature with the use of heavy equipmentBeing able to move rocks by hand to check the liner can be a critical component to finding leaks It is true that the [redacted] s contacted me regarding water loss issuesLast summer I went to their house at no charge to talk with them about the water loss issue and to check for leaks Water Features lose water, in some cases lots of water depending on a whole host of issues including temperature, sunny or shady locations, etc No leaks were found during my walk around I apologized to the [redacted] s for not seeing the leaks even though they have always been performed as a courtesyThe leaks were found by a colleague who I asked to visit the [redacted] s for a second opinion I consider him an expert and thats why I called him Neither of us was charged for his time and travel to evaluate the water feature He did this as a professional courtesy for meFollowing his visit, I expected the [redacted] s to contact me for an estimate on the repairs Instead,I received a demand email It's important to note that at no point in time have we entered into an agreement, oral or written, to provide troubleshooting and repairing leaks They have always just felt like they paid a hefty amount to get the feature running and I should just take care of it no matter what the issue About a week ago I responded to the [redacted] s email demanding that I either pull all the components that were installed and refund their money or, repair the leaks at no cost Before even considering between the two choices, or none of them at all, I asked them what I believe is a simple straight forward question regarding the original contract I asked them "After reviewing the attached document do you assert that I didn't fulfill the terms and conditions of the attached agreement? If so, can you be specific as to where you believe I didn't deliver what was promised in the agreement?" Regretfully, I didn't get an answer but I believe I'm owed one It's more than disappointing that the [redacted] s feel I am scamming or taking advantage of them in some way My wife and I own this very small business and our success depends on honest and ethical business practices We couldn't grow and retain customers if we behaved in the way the [redacted] s are accusing me We have never received any complaints from your office You should know that the [redacted] s also filed a complaint with the Washington State Attorney General Consumer Complaint Department and it was promptly closed Thank you for your time, and I look forward to hearing from you Pat L [redacted]

Hello ***: Thank you for forwarding MrL***'s response to our complaint on Littlefield's Landscaping LLCFrankly his response does not surprise us as he has made it clear he did not want to correct the issues we had with his work from the very beginningIt is simply ludicrous on MrL***'s part to sugget we hired him to simply install equipment without the expectation that we would have a correctly functioning water feature at the completion of the jobAs we initially stated in our complaint we hired this company to support local business in our areaWhat a mistake this has turned out to beThis has been a very time consuming process to file a complaint and we can see why people choose not to go through the processThe acceptable response from MrL***, and what you would expect from any reputable business, would be for him to come and fix the problemWe paid him several times in addition to the original contract for seasonal shut down and start up service and still we are left with a feature that does not work properlyWe appreciate the time you have spent on this matterThis matter has now been filed with civil court to resolve the issues with this company.Thank you for your assistanceRegards, *** *** *** *** *** * *** ***, WA ***@comcast.net ***

Although I'm disappointed that this has become necessary, we will cooperate fully in your investigation of this complaint. I believe at this point in time, we do need a neutral third party to help resolve this dispute.
 
I think it is evident that we are not on the same page in regard to the...

original agreement between the parties.  The contract was very specific to the scope of the project.  Everything outlined in the document (attached and titled [redacted] Estimate)  speaks to the scope. Nothing more, nothing less. At no point did I specify that the price also included repair of preexisting conditions of their water feature. They were not charged for any work, nor was any work performed in the waterfall/stream area of their feature where the leak(s) were ultimately identified.  The [redacted]s were only charged for the parts and labor as specified in the contract.  This was an agreement between us to install a new pump and to convert it from a pond to a pondless water feature.  Nowhere does it reference "overhaul" or " minor overhaul" or anything else that would either express or imply a completely trouble free water feature at the conclusion of work.  This is where the [redacted]s and I are at odds. The agreement also included the lighting package.
 
It would have been impossible to  include in the overall price of their conversion project to repair preexisting conditions and problems with the entire water feature.  During my initial visit with the [redacted]s the water feature wasn't even running.  The prior homeowner had apparently pulled the pump so I couldn't even see it or evaluate it  in a running condition. Even if I had seen them during that first visit, I never quote firm prices for troubleshooting and repairing leaks. I charge by the hour.   I explain my hourly rate charge with the disclaimer that the leak(s) may never be found.  If they are found I then provide an estimate for the repair.  This is standard practice in most trades outside of mine as well. I can send you a sample contract to give you an idea how I approach customers with suspected leaks.  Finding leaks in water features is quite difficult.  It's not an exact science. In the case of the [redacted]s water feature, it has mature landscape growing all around it and rocks placed during construction that can't be moved by hand.  In my opinion, they were placed there during the construction of the water feature with the use of heavy equipment. Being able to move rocks by hand to check the liner can be a critical component to finding leaks.
 
It is true that the [redacted]s contacted me regarding water loss issues. Last summer I went to their house at no charge to talk with them about the water loss issue and to check for leaks.  Water Features lose water, in some cases lots of water depending on a whole host of issues including temperature, sunny or shady locations, etc.  No leaks were found during my walk around.  I apologized to the [redacted]s for not seeing the leaks even though they have always been performed as a courtesy. The leaks were found by a colleague who I asked to visit the [redacted]s for a second opinion.  I consider him an expert and thats why I called him.  Neither of us was charged for his time and travel to evaluate the water feature.  He did this as a professional courtesy for me. Following his visit, I expected the [redacted]s to contact me for an estimate on the repairs.  Instead,I received a demand email.
 
It's important to note that at no point in time have we entered into an agreement, oral or written, to provide troubleshooting and repairing leaks.  They have always just felt like they paid a hefty amount to get the feature running and I should just take care of it no matter what the issue.  
 
About a week ago I responded to the [redacted]s email demanding that I either pull all the components that were installed and refund their money or, repair the leaks at no cost.  Before even considering between the two choices, or none of them at all, I asked them what I believe is a simple straight forward question regarding the original contract.   I asked them "After reviewing the attached document do you assert that I didn't fulfill the terms and conditions of the attached agreement?  If so, can you be specific as to where you believe I didn't deliver what was promised in the agreement?" Regretfully, I didn't get an answer but I believe I'm owed one.  
  
It's more than disappointing that the [redacted]s feel I am scamming or taking advantage of them in some way.  My wife and I own this very small business and our success depends on honest and ethical business practices.  We couldn't grow and retain customers if we behaved in the way the [redacted]s are accusing me.  We have never received any complaints from your office.  You should know that the [redacted]s also filed a complaint with the Washington State Attorney General Consumer Complaint Department and it was promptly closed.
 
Thank you for your time, and I look forward to hearing from you.
 Pat L[redacted]