Work was completed May 5th, May was a steady rain month and there was no complaints from the customer The first complaint was received (after a torrential rain - approxJune 14th), at which time the customer said he removed the straw matting (that would stabilize the soil)He also said that he used a sump pump in the swale (which also would have created a change a disturbance in the soil)We asked him why he would do that and not let the swale work properly? He became quite combativeThese factors most likely attributed to the soil movement in the swaleAs we tried to explain to him that the swale should work properly, but given the amount of rain we received, it could exceed the capacity of the swaleThe swale was created for "normal" rain not torrential rainsHe stated that the water never got within 6" of the foundation In early July the customer called again and brought up his concernsWe agreed to send a supervisor to check it out Upon arrival we noticed just "outside" the swale, that the customer buried a drain tube (blocking the swale and at a higher elevation)and removed the straw matting Those changes alone faulted the completed service Upon that site review we offered an estimate to help elevate the customers concernsAt that point he wanted us to return and repair the services at no costHe began by telling us what he wanted us to do, such as additional work like taking apart his fence The customer became very combative and threatening, by saying that we could speak to his layerAt this point the customer would not let us get a word in edge wise and we again tried to explain the situation about excessive rain/water, and that he changed the terrainThe customer altered our services, and that alone voided any warranty At this point we decided that we should sever our relationship (see attached letter) Thank you, Dj [redacted]
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.They continue to say the same thing, but it isn't fixing the issueIn the end the services promise to be completed were not completed.
Regards,
Kyle ***
Messner Landscape Inccompleted work per the contract on May 5, 2017. The customer was invoiced on May 9, and paid the invoice in full on May 17, 2017. During this time, there was no indication from the customer that they were unhappy with the quality of work preformed or the level of service that was provided. This timeline of events indicated to us that there was no issue with the quality of work preformed and the expectations of the customer were met. The “opportunity to cure” found on our terms and conditions which the customer referenced would only be in the event that an active contract was still in place; in this circumstance all work was fully preformed and payment was received ending our contract. If the customer had issue with the work preformed that should have been indicated within the business after the project was completed (May 15, 2017). Per our terms and conditions we state “Wash outs- Messner Landscape, Incwill not be responsible for subsurface drainage, washouts due to natural rain events/ over watering or damage caused by another contractor(s).” Our terms and conditions also state under warranties- that installation of seed is not warranted. We strive to provide a high level of service to our customer and want to address any concerns they may have. When the customer contacted us on July 11, we provided options for addressing his additional concerns. We took a minimally invasive approach with his initial project and these recommendations would work in conjunction with the project that was already completed. The customer was not interested in this remedy. Issues with the cleanliness of the project, or mulching or planting that we did were also not brought to our attention therefore we feel it is irrelevant in this claim. We value our customers and appreciate open dialogue through the entire process of initial project inquiry to project completion so that all expectations are thoroughly met in a timely manner
Work was completed May 5th, 2017. May was a steady rain month and there was no complaints from the customer.
The first complaint was received (after a torrential rain - approx. June 14th), at which time the customer said he removed the straw matting (that would stabilize the soil). He also said...
that he used a sump pump in the swale (which also would have created a change a disturbance in the soil). We asked him why he would do that and not let the swale work properly? He became quite combative. These factors most likely attributed to the soil movement in the swale. As we tried to explain to him that the swale should work properly, but given the amount of rain we received, it could exceed the capacity of the swale. The swale was created for "normal" rain not torrential rains. He stated that the water never got within 6" of the foundation.
In early July the customer called again and brought up his concerns. We agreed to send a supervisor to check it out.
Upon arrival we noticed just "outside" the swale, that the customer buried a drain tube (blocking the swale and at a higher elevation)and removed the straw matting . Those changes alone faulted the completed service.
Upon that site review we offered an estimate to help elevate the customers concerns. At that point he wanted us to return and repair the services at no cost. He began by telling us what he wanted us to do, such as additional work like taking apart his fence.
The customer became very combative and threatening, by saying that we could speak to his layer. At this point the customer would not let us get a word in edge wise and we again tried to explain the situation about excessive rain/water, and that he changed the terrain. The customer altered our services, and that alone voided any warranty.
At this point we decided that we should sever our relationship (see attached letter).
Thank you, Dj [redacted]
Work was completed May 5th, May was a steady rain month and there was no complaints from the customer The first complaint was received (after a torrential rain - approxJune 14th), at which time the customer said he removed the straw matting (that would stabilize the soil)He also said that he used a sump pump in the swale (which also would have created a change a disturbance in the soil)We asked him why he would do that and not let the swale work properly? He became quite combativeThese factors most likely attributed to the soil movement in the swaleAs we tried to explain to him that the swale should work properly, but given the amount of rain we received, it could exceed the capacity of the swaleThe swale was created for "normal" rain not torrential rainsHe stated that the water never got within 6" of the foundation In early July the customer called again and brought up his concernsWe agreed to send a supervisor to check it out Upon arrival we noticed just "outside" the swale, that the customer buried a drain tube (blocking the swale and at a higher elevation)and removed the straw matting Those changes alone faulted the completed service Upon that site review we offered an estimate to help elevate the customers concernsAt that point he wanted us to return and repair the services at no costHe began by telling us what he wanted us to do, such as additional work like taking apart his fence The customer became very combative and threatening, by saying that we could speak to his layerAt this point the customer would not let us get a word in edge wise and we again tried to explain the situation about excessive rain/water, and that he changed the terrainThe customer altered our services, and that alone voided any warranty At this point we decided that we should sever our relationship (see attached letter) Thank you, Dj [redacted]
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.They continue to say the same thing, but it isn't fixing the issueIn the end the services promise to be completed were not completed.
Regards,
Kyle ***
Messner Landscape Inccompleted work per the contract on May 5, 2017. The customer was invoiced on May 9, and paid the invoice in full on May 17, 2017. During this time, there was no indication from the customer that they were unhappy with the quality of work preformed or the level of service that was provided. This timeline of events indicated to us that there was no issue with the quality of work preformed and the expectations of the customer were met. The “opportunity to cure” found on our terms and conditions which the customer referenced would only be in the event that an active contract was still in place; in this circumstance all work was fully preformed and payment was received ending our contract. If the customer had issue with the work preformed that should have been indicated within the business after the project was completed (May 15, 2017). Per our terms and conditions we state “Wash outs- Messner Landscape, Incwill not be responsible for subsurface drainage, washouts due to natural rain events/ over watering or damage caused by another contractor(s).” Our terms and conditions also state under warranties- that installation of seed is not warranted. We strive to provide a high level of service to our customer and want to address any concerns they may have. When the customer contacted us on July 11, we provided options for addressing his additional concerns. We took a minimally invasive approach with his initial project and these recommendations would work in conjunction with the project that was already completed. The customer was not interested in this remedy. Issues with the cleanliness of the project, or mulching or planting that we did were also not brought to our attention therefore we feel it is irrelevant in this claim. We value our customers and appreciate open dialogue through the entire process of initial project inquiry to project completion so that all expectations are thoroughly met in a timely manner
Work was completed May 5th, 2017. May was a steady rain month and there was no complaints from the customer.
The first complaint was received (after a torrential rain - approx. June 14th), at which time the customer said he removed the straw matting (that would stabilize the soil). He also said...
that he used a sump pump in the swale (which also would have created a change a disturbance in the soil). We asked him why he would do that and not let the swale work properly? He became quite combative. These factors most likely attributed to the soil movement in the swale. As we tried to explain to him that the swale should work properly, but given the amount of rain we received, it could exceed the capacity of the swale. The swale was created for "normal" rain not torrential rains. He stated that the water never got within 6" of the foundation.
In early July the customer called again and brought up his concerns. We agreed to send a supervisor to check it out.
Upon arrival we noticed just "outside" the swale, that the customer buried a drain tube (blocking the swale and at a higher elevation)and removed the straw matting . Those changes alone faulted the completed service.
Upon that site review we offered an estimate to help elevate the customers concerns. At that point he wanted us to return and repair the services at no cost. He began by telling us what he wanted us to do, such as additional work like taking apart his fence.
The customer became very combative and threatening, by saying that we could speak to his layer. At this point the customer would not let us get a word in edge wise and we again tried to explain the situation about excessive rain/water, and that he changed the terrain. The customer altered our services, and that alone voided any warranty.
At this point we decided that we should sever our relationship (see attached letter).
Thank you, Dj [redacted]