Maple Leaf Lawn Care & Landscape

My apologies for the delay in response to this matter, we take things of this nature very seriously and it is not practice to let things get to this point In relation to the referenced complaint, here is a synopsis of what transpired from our standpoint It started with confusion related to prepaid services and the amount that was due for additional services We had some turnover with our administrative staff at the time this situation came to light which compounded the problem Unfortunately we were not able to perform the fall cleanup due to weather As we moved into Spring of there was a discrepancy regarding what the customer thought they owed vswhat we were showing on our end We wanted to make sure this was resolved before performing the spring cleanup Ultimately, the issue was remedied and we provided the spring cleanup service on June 16, The window on the storm door located at the front of their house was broken sometime that day as well, however it is not known if it was from our crews performing the spring cleanup During these operations the crews generally are unaware if a window is broken unless they are right in front of it Due to the nature of the work, the noise and the ear protection it would be nearly impossible for them to hear glass shatter Debris from a trimmer, mower, etccan come out at a high velocity, which can be enough momentum to break glass Our staff has been instructed to tell us of any damage or accident that occurs on a jobsite, this is no exception No one in our office received any indication from the crew that anything had been damaged After we were made aware by the homeowner we questioned the entire crew, all responded that they were unaware that it had happenedWe always contact a glass company to repair any damages as well, the glass company has no record of any service being necessary either A field manager was sent to the location (not sure of the timing of the visit) upon instruction from the owner of the company and replied back that all doors and windows had been replaced with new ones There was not any damage to the front door at the time of the visit We consistently meet with our staff weekly to have safety meetings and go over the importance of reporting any damage that may have occurred It is very unfortunate that this situation has gotten to this point and again I want to emphasize that we take these matters seriously and make sure we remedy items like this in a timely manner This was an error on our part and we understand the importance of how better communication could have steered this situation in a different, more positive direction As a token of our good faith and drive to make sure no one leaves this situation with a sour taste I would like to offer either a fall cleanup yet this fall, or a spring cleanup in The customer may choose which option best fits their needs Again I want to emphasize the importance of the customer to our business, without them we are nothing We will do whatever we need to do to repair this situation, most importantly making sure the Mackenzie family feels as though they have been compensated for the problems they have had to deal with thru this process Sincerely, [redacted] ***Maple Leaf Inc[redacted]

Revdex.com:
We have reviewed the response made by the business in reference to complaint ID ***, and appreciate the thoughtful response.We appreciate the offer of a fall or spring cleanup, but would feel more comfortable accepting a credit toward some of the cost of a fertilizer and weed control program.Again, thank you to Maple Leaf for your response
Regards,
*** *** *** ***

Maple Leaf acknowledged the damage to the fence and immediately contacted a local well know fencing company to contact the customer. The fence was repaired on 12/18/2014. The time it took for the repair was not something Maple Leaf caused. The fence company was contacted on
11/10/and recontacted a couple of times to see if the repairs had been done. Our intention all along was to make sure the repair was done as the customer desired

Response from Maple Leaf: Mrs. [redacted] called on April 29th, 2015 with concerns about her deck sagging and we inspected the deck in May of 2015. In September of 2015 we re-established the decks footings, installed new footings for the stairs and jacked up the deck so that it was level and secure in...

this new position. It must be noted that the deck was installed by a sub-contractor, not Maple Leaf, in 2009. At that time Mrs. [redacted] did not allow the sub-contractor to install footings in the correct positions to support the stairs, so that her perennials would not be disturbed.  Since the footings were not installed in the correct position, at Mrs. [redacted]’s insistence, the stairs did indeed sag. Maple leaf responded to this complaint and installed posts and concrete footings to support the stairs.  These footings, along with existing footings, were adjusted to correct the sag in the stairs. In addition the deck footings were adjusted and secured to level the deck. The damages noted by Mrs. [redacted] are the result of the age of the deck, 7 years, and the placement of the footings for the steps as dictated by the customer. To Summarize:  Maple Leaf has responded to Mrs. [redacted]’s concerns and added footings to properly support the stairs, leveled the deck and secured it in the correct position.  Since Mrs. [redacted] is complicit in the initial placing of the footings, contrary to the installer’s recommendations, she bears responsibility for the resulting sag and the subsequent damages.

My apologies for the delay in response to this matter, we take things of this nature very seriously and it is not normal practice to let things get to this point.  In relation to the referenced complaint, here is a synopsis of what transpired from our standpoint.  It started with confusion...

related to prepaid services and the amount that was due for additional services.  We had some turnover with our administrative staff at the time this situation came to light which compounded the problem.  Unfortunately we were not able to perform the fall cleanup due to weather.  As we moved into Spring of 2017 there was a discrepancy regarding what the customer thought they owed vs. what we were showing on our end.  We wanted to make sure this was resolved before performing the spring cleanup.  Ultimately, the issue was remedied and we provided the spring cleanup service on June 16, 2017.  The window on the storm door located at the front of their house was broken sometime that day as well, however it is not known if it was from our crews performing the spring cleanup.  During these operations the crews generally are unaware if a window is broken unless they are right in front of it.  Due to the nature of the work, the noise and the ear protection it would be nearly impossible for them to hear glass shatter.  Debris from a trimmer, mower, etc. can come out at a high velocity, which can be enough momentum to break glass.  Our staff has been instructed to tell us of any damage or accident that occurs on a jobsite, this is no exception.  No one in our office received any indication from  the crew that anything had been damaged.  After we were made aware by the homeowner we questioned the entire crew, all responded that they were unaware that it had happened. We always contact a glass company to repair any damages as well, the glass company has no record of any service being necessary either.  A field manager was sent to the location (not sure of the timing of the visit) upon instruction from the owner of the company and replied back that all doors and windows had been replaced with new ones.  There was not any damage to the front door at the time of the visit.  We consistently meet with our staff weekly to have safety meetings and go over the importance of reporting any damage that may have occurred.  It is very unfortunate that this situation has gotten to this point and again I want to emphasize that we take these matters seriously and make sure we remedy items like this in a timely manner.  This was an error on our part and we understand the importance of how better communication could have steered this situation in a different, more positive direction.  As a token of our good faith and drive to make sure no one leaves this situation with a sour taste I would like to offer either a fall cleanup yet this fall, or a spring cleanup in 2018.  The customer may choose which option best fits their needs.  Again I want to emphasize the importance of the customer to our business, without them we are nothing.  We will do whatever we need to do to repair this situation, most importantly making sure the Mackenzie family feels as though they have been compensated for the problems they have had to deal with thru this process.  Sincerely,[redacted]Maple Leaf Inc.[redacted]

Review: On October 31, I contracted with Maple Leaf to perform a fall cleanup of my property. The cleanup was performed on November 7. During the cleanup, one of their employees ran their mower into my fence. I informed Maple Leaf of the damage that day. They said that they were going to have a local fencing company draw up an estimate. I received an email on November 10 that the fencing company was going to perform that estimate within the week. I then received a bill for the services performed on November 17. I contacted Maple Leaf and told them that I was not going to pay the bill until the fence was repaired. I received a reply that they were going to contact the fencing company again and "keep me abreast" on the upcoming repairs. It was about a month before I heard from them again.

On December 16, I received a phone call from Maple Leaf representative [redacted] (the same person I had been in contact with before) asking to collect on the bill. I asked if the repairs to my fence had been completed. She said no but then tried to argue that the damage wasn't that bad on the fence. She also said that the fence had prior damage done to it, which is a difficult argument to make considering she has never seen the fence prior to damaging it. I again informed her that I was not going to pay the bill until the fence was repaired. She then acted quite rudely and unprofessionally and eventually hung up on me.

As of the date of this complaint, the fence has not been repaired and I have yet to receive an estimate.Desired Settlement: I would like an estimate for the repairs and an assurance that the replacement section of fence exactly match the current fence before any repairs are done. After repairs are completed, I will pay for the services rendered. If I do not approve of the estimate or if I do not agree that the replacement fence section is suitable, I will secure an estimate of my own from a fence repair company of my own choosing, have the repairs completed, and sent the bill to Maple Leaf.

I would also like an apology from [redacted] whose rudeness and unprofessionalism forced me to file this complaint. If it were not for her own incompetence, the fence in all likelihood would have already been repaired and I would have gladly paid for the services rendered.

Business

Response:

Maple Leaf acknowledged the damage to the fence and immediately contacted a local well know fencing company to contact the customer. The fence was repaired on 12/18/2014. The time it took for the repair was not something Maple Leaf caused. The fence company was contacted on 11/10/2014 and recontacted a couple of times to see if the repairs had been done. Our intention all along was to make sure the repair was done as the customer desired.