Marksmen Landscaping

Review: On 8/12/15 at approximately 10 AM, Marksmen Landscaping was cutting my lawn. They were in my backyard and I heard something very loud hit my house. I assumed it was a rock or something that shot out of the lawnmower from my lawn or happened while the person was edging the lawn. I didn't go out in my backyard because I knew the gate was open and they my new large Rottweiler was barking at the door. I didn't want to chance him possible hurting someone or getting out of the yard. I didn't go out in the yard until an hour later and saw that one side of my French door window was completely shattered. The glass was still in the frame but completely broken. I immediately called Marksmen and about an hour later a supervisor came to look at the door. He advised me that he will make the owner aware and notify me within 24 hours. The next day the supervisor called me back. He explained that the owner and himself had the three employees who cut my lawn in the office and they all said they didn't break the glass therefore the company will not cover the cost of repairing or replacing my door. Both myself and my husband called and asked to speak with the owner. We only could leave messages with the person who answers the phone. Needless to say he never called us. I understand that this was an accident and I regret not going out to the backyard as soon as it happened. I didn't know at the time that whatever hit my house shattered my window.Desired Settlement: I would like Marksmen Landscaping to either replace my door or repair the broken glass. We have been customers for 10 years. We never had a problem with their service. I understand that it is possible that the employees were unaware that the glass broke. However, I was in the room to the back door of where it happened at the time something hit the house.

Business

Response:

Response:Upon completion of the lawn cutting service, our supervisor who has been with us for 10+ years, inspected the property and did not visualize any damage to the door or else where. When the resident called, a manager responded to the residents’ house to inspect the damage. The Owner along with the manager, crew supervisor, and 3 employees spoke regarding the incident and they all confirmed that there was no damage present when they left the property. We have always taken responsibility for damage caused by our company but unfortunately in this case we do not feel that we caused the damage. Our employees are trained to notify a supervisor or manager immediately if they cause damage to a property. Not only did they not notify us but the crew supervisor saw absolutely no damage upon his inspection of the property prior to leaving. We did have a manager return her call and explain to her our position on the incident. Regretfully, she is unhappy with our position.

Consumer

Response:

I am rejecting this response because:

The statements written in their response to my initial complaint are inaccurate. A manager did come to my home to inspect the damage. He also followed up with a phone call the next day however I never spoke to the supervisor and the 3 employees regarding the incident as stated. I requested a phone call back from the owner [redacted]. I've yet to receive a return call from him. My last voicemail to him on Thursday 9/10 was returned the next morning by a woman in his office. She left me a voicemail asking what the call was in reference to so she could relay my message to [redacted]. I was able to talk with the supervisor [redacted] while he was cutting my neighbor's lawn on Thursday 9/10. He said, "I didn't know the door was broken". I've been a customer for 10 years and I've never witnessed any employee inspect the property prior to leaving. If he would of inspected it he would of noticed the glass was broken. Also, in the 10 years I was a customer I've never had an issue or ever complained. I was home during the incident and didn't go outside as explained in my original complaint. It is poor customer service that I couldn't speak to the owner directly after many attempts of contacting him. My question is, if you didn't know the door was broken how can you say you didn't cause it? [redacted] told me he didn't hear the loud noise when something hit my house. Prior to the arrival of the crew at approximately 10:00 AM my door was not damaged. My yard is fenced and gated therefore it would be inconceivable that something else could of caused the damaged at the exact same time my lawn was being cut. I'm still requesting Marksman Landscaping either repair or replace my door. Thank you.