Matt Prentice Restaurant Group

I am sorry you are not satisfied with your patioHere are the facts as we see it: We did this work in April of 2014, We provide a one year warranty on all of our workThis customer contacted us In May of outside of the warranty periodWe have never provided a year warranty on anything and do not intend to do soI explained that she shouldn't have issues with ants, weeds, or moss but did not guarantee itWe always recommend that if insect damage continues to occur the customer should contact a licensed pest professionalI have attached a copy of the clients signed contract along with the terms of every contract that was signed in As you can see no where does it mention a year warranty, in fact, it doesn't mention a warranty at allWe have since revised the terms to state our one year warrantyWe do not intend to replace or refund, we are willing to apply a chemical treatment for the weeds on the patioWe recommend an insect professional be contacted for the continued issues with ants

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] While I agree with the date of the contract (4/15) the work was not completed until (5/12/15)That is the date we wrote the payment checkSo I do believe we were within the year warrantySecondly we chose this company because of the recommendation of a work acquaintanceShe told us of the year warranty and that was a real selling pointIf there is no year warranty she was also deceivedThirdly at no time was a professional exterminator mentioned for the "ant" issueWe were told that when the "polymeric" sand is properly applied it hardens to the point nothing such as ants, weeds, grass, etccan get through itThat was the reason for having the patio done in the first place When I started this process I had little hope that any restitution would be madeIf any of our many phone calls or emails had been answered I am sure I would not be doing this nowHowever instead of having the courtesy of replying to a customer we were simply ignored probably hoping we would just let it goWell this complaint is now on record for other potential customers to see So to summarize: failure to reply to a customer's communication attempts, work quality that failed to last year, work quality that failed to correct the main issues for contracting the company, and misleading warranty information [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Customer said he rec'd a refund check last week and matter is resolved Regards, [redacted] ***

It was inconclusive whether or not our crew did a portion of the damage, however, given the circumstances we were willing to take care of itWe contacted a siding contractor as soon as we were aware of the situationafter a month of going back and forth between me, contractor,and
customer I gave him permission to do the work, I then went out of town for a couple of weeks due to a death in the familyupon coming back I had several emails and phone calls from the customer wondering when it was going to be taken care of (this is when she filed the complaint)I then called the contractor to find out he could not do the work because the siding was discontinuedI worked it out with the customer to have her get an estimate from another company and she would send me the quote and I would mail her a checkThat was about a week ago and I have not heard back from her sinceWe are completely willing to take care of the damages for the customer, the process has just been drawn out due to my going out of town multiple times for family emergencies

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have not yet received the refund from Zach that he indicated was on the way
Regards,
*** ***

We apologize for the issues you have had with us upholding your warrantyWe will carry out your warranty and will contact you within business days with you replacement optionsWe sincerely apologize for the inconvenience

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.   Customer said he rec'd a refund check last week and matter is resolved.
Regards,
[redacted]

I am sorry you are not satisfied with your patio. Here are the facts as we see it: We did this work in April of 2014, We provide a one year warranty on all of our work. This customer contacted us In May of 2015 outside of the warranty period. We have never provided a 5 year warranty on...

anything and do not intend to do so. I explained that she shouldn't have issues with ants, weeds, or moss but did not guarantee it. We always recommend that if insect damage continues to occur the customer should contact a licensed pest professional. I have attached a copy of the clients signed contract along with the terms of every contract that was signed in 2014. As you can see no where does it mention a 5 year warranty, in fact, it doesn't mention a warranty at all. We have since revised the terms to state our one year warranty. We do not intend to replace or refund, we are willing to apply a chemical treatment for the weeds on the patio. We recommend an insect professional be contacted for the continued issues with ants.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]  While I agree with the date of the contract (4/15) the work was not completed until (5/12/15). That is the date we wrote the payment check. So I do believe we were within the 1 year warranty. Secondly we chose this company because of the recommendation of a work acquaintance. She told us of the 5 year warranty and that was a real selling point. If there is no 5 year warranty she was also deceived. Thirdly at no time was a professional exterminator mentioned for the "ant" issue. We were told that when the "polymeric" sand is properly applied it hardens to the point nothing such as ants, weeds, grass, etc. can get through it. That was the reason for having the patio done in the first place.  When I started this process I had little hope that any restitution would be made. If any of our many phone calls or emails had been answered I am sure I would not be doing this now. However instead of having the courtesy of replying to a customer we were simply ignored probably hoping we would just let it go. Well this complaint is now on record for other potential customers to see.  So to summarize: failure to reply to a customer's communication attempts, work quality that failed to last 1 year, work quality that failed to correct the main issues for contracting the company, and misleading warranty information.
[redacted]

A refund will be issued by May 19th

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As I have previously stated, when my calls and emails were not returned for almost 8 months, I had no choice but to replace the tree on my own, using a competitor.  Therefore, the only resolution that is acceptable to me is a full refund of the tree plus tax: $614.18.
Regards,
[redacted]