MLC Landscape Contractors

[redacted] , I am replying in response to the customer complaint filed by [redacted] and [redacted] I was contracted in 2012, by my company Mac's Lawn Care, started On Septermber 25, completed by October 27th, to build a wall system, patio, stairs and a sidewalkThe first complication occurred when the builders next door piled a huge mind of dirt adjacent and diagonal to our area (see pics) , hurricane Sandy hit 10/30/and washed out upper support wall, one section of stairs, and a landingAlthough this was not from poor workmanship, our company promptly addressed the issues for the customerThere was never any other conversation about any other issuesWe were never contracted to install a hand railWe were not paid 25,for this project, customer paid [redacted] supply for the materials, which they own In May of 2013, we were contracted to build a second patio, landscaping, and install yard as well as a sitting wallIn their complaint they said it should be cornered, we built the opening large enough so that water could get out, because percent of the patio drains to that sideI do not have any emails or correspondence that there were any problems before hiring to do this jobIn September of 2013, there were some things that needed to be addressed, see emailMost of these were completed and addressedNone of them being on this complaintIn January of received email from [redacted] about the back hill side that was fill dirt from the excavation of the projectI was never contracted to stabilize the back hillsideIn the landscaping we did place two mounded beds at the top of the hill All the work above was completed by Mac's Lawn CareIn August of 2013, I formed the company MLC Landscape Contractors LLC On September 15, I was asked to do ANOTHER job by the customerthis was to install drains regarding their pool that was put in, as well as a walkway, and pillarsWhen I went up to look at job, the whole draining system I had installed for the main wall was completely removed from the end of the wall and the end crushed from the Pool contractorSo for several weeks, the wall system was un able to drainMr and Mrs [redacted] signed a release with the pool company that the pool company was not responsible for any damage, therefor, any damage to the wall system because of the non draining I am not responsible for these drainage issues that caused this damagethe pool companies electrical contractor marked lines where the electrical wires wereOn September 27, 2014, While excavating, my foreman hit the conduit for the electrical, but did not touch or damage the wires insideThe customer was very upset and contacted me angry while I was awayThe Electric was never compromised as seen in the photosWhen I came back from my vacation I immediately went up to look at what had happened I sleeved the conduit which is an approved method to repair this, I cut out the damaged portion, and prepared an inner sleeve and outer section to be glued and taped so it could dry while I was at lunchthe next step was to form concrete around it to make it solid againbefore I even returned for lunch, I received an email from [redacted] (please see email) that this was not an approved methodi emailed [redacted] back asking her to come talk to my face instead of emailing me from inside while I was there at this time I contacted [redacted] Electrical Contractors and asked for an emergency serviceIn the meantime, Mrs [redacted] came out of the home and berated me in from of my employees threatening to call her husband and to ruin my businessi did not yell or scream, I got my guys back to work, the electrical contractor showed up and unattached wires pull through, fixed conduit, and rewired back to same conditionWe completed the french drain as per contracted, but I knew from the threats against me that the other work that was contracted for me to do, would not be done do to her demeanor against me and my company Out of nowhere in november we received the letter from the [redacted] s with a list of issues about the wallI was willing to do some of the items on the list, not all because most have nothing to do with me, and attempted to schedule a meeting last fall to go over these items that I was willing to do [redacted] advised she was having surgery and would like to be a part of the meetingThen Winter and holidays approached and there was no point of meeting because any work that may have been discussed could not be completed till Spring anyhow [redacted] then contacted me on March 16, 2015, after the Home and Garden Show, that it had been days and we did not contact her, we did howler, but she had surgery ( see email)also gave a May 15th deadline to resolve issueson March 23rd, I emailed some dates I was available, there was only one day that we were both available, she had chorus concerts, dance recitals out of town, and other commitmentsI then received complaint from Revdex.com, and the next week The Attorney General In closing the things I do not understand and I am sure you will notice, is why did The [redacted] s continue to hire me each year if they were never satisfied since 2012? There is no reason to hold me for damage done by the pool company, nor can any other contractor make a fair assessment of the project without knowing that the pool company removed the whole main draining system, which carried all the water out over the hill prior to the pool being built I also would like to mention that my company Macs Lawn Care has been closed since August of 2013, but I still advised anyways that I would try to resolve As far as a resolution, I was payed for labor only, materials were paid to the supply companyno refund will be given obviouslySince the [redacted] s have no faith in me they do not want me there, I do not see a fair resolution other than address the list and go through what I was willing to fix I HAVE 100's of photos that show step by step of the installation, I am sendings ones that are having to do with this complainti will have photos and emails sent separately since this is a lot of informationPlease let me know if you need any other information Thank you [redacted] MLC Landscape Contractors LLC

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 belowRegards, [redacted] June 4, 2015, Please find below a response to Mr [redacted] ’s bulletsOur responses are marked [redacted] Response June 4, [redacted] ,I am responding to the complaint and rebuttal by The [redacted] In response to the original complaint I have provided bullet points to their bullet points as requestedPoint *Walls are bowed and crooked----There is no drain system after the pool company destroyed it, there is no way for water to get out [redacted] Response June 4, 2015: That is not correct As previously discussed, the original drain line is installed and un-impacted by the swimming pool installation down to the point of where drain line exits the lower sitting wall This is the location that was immediately cleared by [redacted] and a temporary trench was dug, until the subsequent French drain that was installed by [redacted] at a later date for an additional fee To be specific, [redacted] actually connected the French drain to the original discharge location.Point [redacted] Corners laced-see attached photos [redacted] Response June 4, 2015: Don’t understand the context of his response; however, the Regional [redacted] Representative “ [redacted] ” visited our project and specifically highlighted several of the non-standard and non-compliant techniques performed on our project.Point [redacted] photo shows slight hight to low step from left to right [redacted] Response June 4, 2015: The side sloping of the steps was reported by every other authorized contractor to be non- consistent with commercial practices and the sloping continues to worsen over time.Point [redacted] see photos of backfill 12" NCMA SWR Standards there is actually more [redacted] response: We have already provided a copy of [redacted] from [redacted] ’s e-mail regarding the lack of fill material The project is available for inspection at any point In several locations there is much less than 12” of fillPoint *- See photo #follow grade from corner of wall both ways shows slope away Paver choice by customer was one of a paver with stone indent which can collect water & dirt [redacted] Response June 4, 2015: The fundamental issue with this project involves the continued degradation of the primary wall and recession in several of the pavers on the landings The sagging pavers and low spots were highlighted by [redacted] during his review and each of the other independent contractors that provided estimates and assessed the current site conditions in relation to commercial practices and standards.Point 6*- As stated earlier, Stairs are 71/Ht, Wall is 6" Height, Stairs are [redacted] Siena Stone 1/ht, wall is pisa standard 6" heightPoint [redacted] is correct Block/corner is upside down and was one of the items that was going to be addressed [redacted] Response June 4, 2015: Mr [redacted] was afforded an extensive amount of time to resolve the issues that were raised regarding the project both verbally and by e-mail and text messaging The bottom line is that the project was never fully completed as there is still one block that was never correctly installed and actually broken and left pieced in place The final layer of polymeric sand was never installed on a fraction of the lower patio and several caps still remain unsecured due to inadequate adhesive installation.Point [redacted] see answer to point paver choice by customer was one of courtstone which has an uneven top lookPoint 9*- never did I/we offer or talk about a handrail [redacted] Response June 4, 2015: This is an out and out lie I possess a [redacted] clearance and work as the [redacted] I formerly worked in the Environmental, Safety, and Health DivisionI am fully aware of the requirements invoked for walking and working surfaces within CFR and (Construction Standard) as discussed by my previous complaints I agree that [redacted] never agreed to install a handrail; however, both [redacted] and [redacted] questioned [redacted] during the initial planning and installation [redacted] ’s specific consultation was that he recommended against it We can provide many witnesses that can attest over te, when we briefed them on our project from the inception, was that [redacted] had cited it was neither required nor recommended.imPoint [redacted] Actually both the bottom decorate landing and 1st stair are both low per customer request in design [redacted] Response June 4, 2015: There is no complaint that I can identify as an issue in our original report that cites the lower step/decorative landing as a concern????Point [redacted] yes it was excavated by the pool company and completely removed, we reconnected to the french drain system we built in [redacted] Response June 4, 2015: As stated in the original statement The crushed line was cleared and mitigated with a hand dug trench immediately and long term was corrected by routing the discharge to the French drain as cited above.Point [redacted] Invalid Point- Installed per 3d design approved by customerPoint 13*see photo of wall in first photo 6" piece , small pieces in photos invalid pointPoint [redacted] Edge restraint was installed high because yard was not installed till year later also due to Courtstone Paver choicePoint 15*opening because customer added other side after 1st was built, was a second wall opening for drainage due to raised bed on corner patio see photo #15Point [redacted] customer is responsible to clean patio to prevent water from sitting once dirt sits it will hold water Look at black paver in photo see customer comment!Point [redacted] This part of the wall was removed during pool excavation!Point [redacted] Richcliff paver has v style for sand, the bottoms are square and tops smaller creating a VPoint [redacted] Customer did not provide [redacted] Rep information that pool company compromised project by destroying the drain system, nor did the customer accept my offer to repair and or change some itemsI offered to power wash and resend the complete patioCustomer was unavailable to meet in The Fall due to surgeryCustomer Demanded all points be fixed by May 15, after the home showAs far as my demeanor in my email and people finding it unprofessional, I Believe anyone would react the same after hearing"I will put you out of business","I will ruin your business", All said in front of my employees for witnesses [redacted] Response June 4, 2015: Points 12-are difficult to reference the comments The bottom line is that the shifting and sagging walls and sinking landings are a repeat problem from the original installation and are not attributable to the swimming pool installationAt no point was a backflow of water created that would have caused the wall to shift We have attached several pictures from the original installation (Oct 2012) that failed and required correction by [redacted] These same landings are now slowing degrading again It is not due to non-performing drain line It is inadequate foundation preparation and installation The pool excavating company never came close to the wall except in the lower corner, where there was a non-weight baring decorative sitting wallAnd, we knew this wall would be affected by the pool.We have had conversations with several engineers who have explained the purpose of the drain pipe is to evacuate excess water pressure, not necessarily excess waterThe pipe is basically functioning as a sponge, sucking out the excess water and then ejecting it out the openingThe engineers I spoke to advised me that very few walls will ever see much if any water come out the drainIt is really a worst case scenario, where a large amount of water builds up and needs to be removedI have been informed that what happens with the perforated pipe is the water is not taken away, but more or less “distributed evenly” across the back side of the wallIn other works, it is likely that one spot behind the wall may have more water than othersThe perforated pipe more or less distributes areas of high saturation to areas of lesserIn a drastic situation, when the entire area behind the wall becomes saturated, it then flows out of the pipe where it is day-lightedSo, more or less, the pipe is a pressure relief value, not really a drain pipe that we would more commonly think of when speaking about drain pipes.Therefore, with the above stated, the or so days that they constructed our pool, it did not rain abnormally for a Pittsburgh summerIn fact, the number of days it actually rained between when the pool started and [redacted] came in to work were minimalIn fact, I have attached pictures to illustrate that the wall did not in fact hold up to excess water when the drain was completely undisturbed and newly installedThe wall was completed in Oct Less than a week after completion Storm Sandy hitThe pictures will illustrate that even with the drain fully functional the wall was not constructed sound enough to withstand without significant damageIt is in these same areas that we continue years later to have the same issues [redacted] did come and repair these two landings, the wall and steps afterwardsBut, it is apparent the repairs were not correct since the landings are collapsing yet again This supports the fact that the underlying issue is the foundation of the wall was not built correctly.timelineproject 1- September/October 2012project 2- May 2013project Fall 2014Signed another contract for 2015, No email complaints, continued hiring our companyI believe if these complaints were an issue, I would have received something in writing before after years of the project being done Again if you notice, there was never an issue until after the conduit was cracked during french drain installation.We were willing to do some repairs, we never received any complaints about any of these issues since 2012, they did ask about the pooling on the patio, was advised on the type paver they chose that they do do this cause they have uneven topsAlso see email where I offer to power wash patio and resand,Customer failed to mention pool installation to you as well as The Attorney Generals Office from when I talked to themAlso not stated to anyone that has gone to assess this project that to feet of the drain for the wall system was destroyed by the pool excavationcustomer stated [redacted] fixed feet of drain that is impossible to correct and fix a 35-feet drain with feet.We have several emails and comments from the customer over the last years on how they love the project, I have not had a complaint with the Attorney general or Revdex.com in yearsI cannot be responsible for what the pool company has destroyed, it is a shame that the customer signed waver with pool company that the pool company is not responsible for any damagesThat does not mean we go down the ladder to the next guy!In response to the rebuttal,*year warranty on all my work [redacted] offers lifetime warranty on their product, obviously this caused confusionthere is no documentation stating this either cause its simply not true[redacted] We were in fact an Authorized [redacted] Contractor as well as NCMA-SRW Certified- Still areWe are also certified by the state.*All items stated by customer were completed within week after we rebuilt washed out section from Hurricane Sandy, customer failed to mention [redacted] We are not aware of any block uninstalled from project after being hired on their other projects*We completed rebuild within one week and for years never heard of these complaintson these items by phone or email, Also I would like to mention my terms and conditions mention I am not responsible for acts of nature, please see thoseRepairs were made within one week and I do not have any documentationof them asking for more repairsWe did "defer" to resand after winter and time for settling to occur Steps and landing were functional[redacted] NO ONE EVER ASKED FOR A HANDRAILThere was not conversation and again if this were a dying issue I am sure I would have received an email before (years after project) about this[redacted] Response June 4, 2015: comments above regarding the handrail The response by [redacted] is somewhat disjointed and hard to follow As previously stated, [redacted] offered a lifetime warranty on “his workmanship” however, consistent with several of his actions, he failed to follow through on the administration of his business He did not comply with many of the Pennsylvania Home Improvement Consumer Protection Laws passed after (HICPA)Including, he did not present his contractor’s license He never provided, completed or can present a full contract with signatures and all of the HICPA requirements for the work he was hired and compensated to perform In addition, he repeatedly promised to come and correct issues; however, repeatedly failed to show up without contacting us for rescheduling *Repairs were completed prior to the end of with exception of sand- more misinformation Again Repairs were needed due to hurricane Sandy-Act of nature! something I was not obligated to do, but did so to go out of the way for the customer[redacted] I never stated there were difficencys in work and I was not asked to fix anything except for power washing patio and resanding.*Again with the lifetime warranty- I do not and have not ever offered thisI do not believe there is anyone in my industry offering this, it is almost impossible.Again [redacted] offers Lifetime warranty on their product.*My worker certified to dig was working in an area unmarked to where the conduit wasI also have a certification for operating equipmentI do not believe Mr [redacted] doesotherwise he would have done this himself-line was never broken, conduit was cracked in an unmarked locationI talked to the customer Saturday when this happened, I was away with my familyI arrived home monday days after this occurred not Several, to repair thisEmail communication proves thisIn Closing the [redacted] s hired my company and my old company over and over again and it is unfortunate we are in the situation, but until the fall of 2014, we did not have any problems, this was after the conduit was broke (not the line) and Mrs [redacted] threatened me and my business.Also [redacted] is not a certification, only a contractor program.Please provide all inspections and show all estimatesalso I would like to see where they were told a pool company came in and excavated my whole drain system, causing this damageIn the estimate provided by [redacted] , it says they would be reusing the productCustomer states everything has to be new and can't be reusedMore misinformationi have 600+ pictures of the project and show industry standards were used.Please let me know if I can provide you with anything else [redacted] Response June 4, 2015: Pictures don’t provide compacted density values for fill The pictures also don’t show the proper geo grid installation I have also not seen pictures that demonstrate proper backfill for the entire length of the wall The bottom line is that an independent inspector that is certified should inspect the project as it stands and determine whether the conditions present should or could have occurred if proper workmanship and construction standards were applied A technical evaluation is the only way to resolve culpability and provide a non-subjective ruling on this matterOn a personal note: Part of the basis for repeated project additions was optimistically based on the premise that [redacted] would be more motivated to complete the original phases of the project if follwork was incorporated as well as the naïve belief that “a man’s word still stands for something.” Thank you [redacted] MLC Landscaoe Contractors LLC/

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.Regards, *** ***Attn:
Revdex.comThis
rebuttal is in response to the explanation provided by *** ***, MLC
Landscape Contractors LLC for the complaint at *** *** ***. I will
address Mr***’s response in the sequence he provided and cover
additional issues and facts that I consider are relevant. It should also
be cited that from the beginning, Mr*** personally promised a “lifetime
guarantee” on the workmanship and quality of his work and that he was a
licensed contractor that was also trained, bonded, and certified as a ***
installer. Mr
*** reported that he completed part one of the project on October
27, 2012;
however, in fact that is not completely accurate. Based on good faith,
*** was paid in full on the commitment that he would complete the
remaining outstanding actions (glue down some caps to wall, install two blocks
in the top row of the outer wall from the mid-level landing, and install a
final coating of polymeric sand in all the joints on the main lower landing
pavers. To this day and as discussed later, the only item of the
three that has been completed is the gluing of some additional caps. The
one block and polymeric sand was never installed and is still incomplete today.
*** also identified that shortly after hurricane Sandy hit, the upper support wall
was washed out, one section of stairs, and a landing. *** reported
that he subsequently came and made repairs. However, more
accurately stated is the fact that there were three landings (top, middle, and
bottom) that experienced significant washout that required rework, along with
the upper support wall and stairsThis upper support wall is still one of the
primary deficient conditions that exist today due to inadequate initial
installation as discussed later. For perspective, the middle landing
collapsed by more than six inches. Additionally, it is not referenced in
Mr***’s response; that these repairs were not completed in for more
than months after their initial failure the repairs were performed in the
spring (April /May 2013). *** requested to defer the corrections
until the spring and the ***’s agreed to accommodate the
request. Additionally, Mr*** referenced he was never
contracted to install a handrail. I agree that he was not contracted to
install a handrail; however, that is only because during the initial
consultation, I (*** ***) repeatedly questioned the potential need for a
handrail based on insurance and liability concerns and based on known (by
***) safety standards for handrails that exist in OSHA standards 29CFRand 29CFR1926. ***
denied any concern or need for handrails and cited that based on his expertise,
experience, and professional opinion, they were neither required nor
recommended We
actually discussed in the fall of to add a second phase to the patioWe
deferred this to the spring of when the landscaping (grass, shrubbery beds
etc) were scheduled for installationI agree in May while executing the
repairs from the washout (discussed above), we contracted phase two of the
patio by adding additional patio space, as-wea small, non-load bearing,
sitting wall. It was under the premise and assumption that *** would
also complete the previous tasks from the original project cited above that
were not yet complete, as-werepair the wall from Super Storm Sandy.
There were no e-mails prior to April as cited by ***, because the
repairs for the October failure had not yet been completed and we were
waiting for resolution to the current deficient conditions that ***
acknowledged. ***
cites that he was contacted in September to do another job, installing a
French drain, walkway and pillars to the recently installed pool.
Actually he was contacted to get him back to the residence at *** ***
*** to review the issues that had yet to be corrected from the original
effort, with the hope that if *** agreed to fulfill his original obligation
he might also able to install a walkway. *** always stated each time
he came that he was aware of the deficiencies in the wall and would honor his
Lifetime Warranty and correct themYet, he always had an explanation for why
he was putting off actually starting and completing that part of the job
*** cites that during the pool installation, the drain system he had
installed was removed and the drain line was crushed and had been for weeks,
which resulted in inadequate drainage and subsequent damage to the wall.
This is not correct. I acknowledge that the pool installers damaged
approximately 1-2ft of the lower drain as part of the pool excavation
project. However, the damage was limited to the lower line downstream of
the wall structure. In addition, I personally cleared on the same day of the damage the small amount of blockage and I
hand dug a trench that still exists in part today to accommodate the water
runoff from the wall drain. The wall drain line was visible at the
time of the damage and short-term mitigating actions were easily applied.
The pool installation had no
consequence on the
degradation of the upper support wall that exists todayThis has been
confirmed by independent contractors who have subsequently reviewed the
construction.***
cites that his foreman compromised the conduit of the pool electrical cables on September 27, 2014. This is correct. The electrical lines were clearly
marked with flags and white paint markings on the ground. *** was not
present during this work. I am responsible in my current job as a
Construction and Facilities supervisor and personally observed the excavation
efforts. The individual operating the backhoe was not using the correct
techniques and digging apparatus to approach potential utility lines. He
should have used a non-tooth excavator and removed small layers in a scraping
mode when working in suspect areas. He did not do this, nor was his
spotter using known utility spotting points to track the excavation line.
The point from this discussion is that *** cited that *** ***
several days after this occurred during the repair of the line, berated
him and threatened to ruin his business; however, as discussed below and included
in the attachments are e-mails that discuss the interchange, including an
independent assessment from a *** Regional Director, that reviewed the
e-mail exchange from *** and the Regional Director provides his
perspective on the professionalism displayed by *** ***
cites that out of nowhere an e-mail was received to complain about issues with
the wall. The fact of the matter is that for more than two years,
*** and his two different companies have yet to provide delivered
landscaped wall that is compliant with industry standards for installationThe
fact is, when the wall was first completed, it appeared to be well constructed
Then less than a week after completion, Super Storm Sandy hit and the wall did
not hold upThus, indicating defects in workmanshipYes, this caused us
concern, but *** assured us that his company would rectify the damages
and repairHe advertised and verbally cited many times that he offers a
lifetime guarantee on his workWe trusted himWe truly felt that he had the
best of intentionsWe don’t like that we are even in this place currentlyWe
had hoped to rectify this amicablyAll we want is our wall built the way we
expected and to the *** standardsWe hired a certified *** contractor
*** itself advertises on their website that hiring a certified contractor
“guarantees to get the job done right”At first, it appeared the job was done
correctly, but as time passed, it became obvious that there were flaws in the
workmanship and the wall quickly started to deteriorateThis statement is
substantiated based on the referenced and attached e-mail dated October
21, from a *** Company Regional RepresentativeThe representative, at the
***’s request personally visited *** *** ***, to inspect the
construction performed by ***’s company. As discussed in the
provided e-mail, there are numerous issues that are not consistent with ***
and commercial standards including: inadequate backfill of gravel, incorrect
interlacing of walls and corners, many walls that are bowed, crooked, sunken
areas and are not level, along with severely sloping steps. The
representative specifically quotes these are areas that require
correction. Additionally, it is stated in his e-mail “I also personally
find ***’s demeanor in his email to you as unacceptable. I don’t feel
that he represents the quality of our brand and our products in a professional
manner…”Separately, in an additional October 21, email, it is specifically
cited “I forgot. The project should probably have a railing on the inside
of the upper steps at a minimum.”Following
the October identification of the deficiencies identified by the ***
Regional Representative, the representative reported that following subsequent
*** Management discussions, *** was contacted and advised that his
*** certification was being revoked until resolution was achieved at the
*** *** *** project.The
bottom line is that we hired and paid ***, who represented himself as a
licensed, certified, and bonded contractor that was capable of installing wall
systems, stairs, and patio surfaces that would last, be reliable, and compliant
with industry standards, with a lifetime workmanship guarantee. We
trusted and paid in full for a project that was never delivered. We have
had four professional independent inspections performed of our wall and patio
system. Each inspection was performed without bias or prior knowledge of
cited deficiencies or concerns. One of the inspections was a ***
Regional Representative. In all cases, the same workmanship and
non-compliant installation practices consistent ICPI/NCMA standards were
cited. Included is one estimate to correctly repair the deficient
conditions. AS you can see, the estimate is in excess of $35,Each
contractor has cited that the condition of the wall/patio is such that nothing
can be saved and a complete rebuild is required to meet standardsAdditional
estimates are forthcoming, however each company has cited already to expect
them to be in excess of $30K.Although
well intended, Mr*** did not deliver a project for which he was
compensated in-full per the financial termsWe are simply seeking via whatever
means reasonable and necessary to receive what was promised us under the terms
which we in good faith paid for

***,
I am responding to the complaint and rebuttal by The ***In response to the original complaint I have provided bullet points to their bullet points as requestedPoint *Walls are bowed and crooked
----There is no drain system after the pool company destroyed it, there is no way for water to get out
Point 2* Corners laced-see attached photos
Point * photo shows slight hight to low step from left to right
Point 4* see photos of backfill 12" NCMA SWR Standards there is actually more
Point *
- See photo #follow grade from corner of wall both ways shows slope away Paver choice by customer was one of a paver with stone indent which can collect water & dirt
Point 6*- As stated earlier, Stairs are 71/Ht, Wall is 6" Height, Stairs are *** Siena Stone 1/ht, wall is pisa standard 6" height
Point 7* is correct Block/corner is upside down and was one of the items that was going to be addressed
Point 8* see answer to point paver choice by customer was one of courtstone which has an uneven top look
Point 9*- never did I/we offer or talk about a handrail
Point 10* Actually both the bottom decorate landing and 1st stair are both low per customer request in design
Point 11* yes it was excavated by the pool company and completely removed, we reconnected to the french drain system we built in Point 12* Invalid Point- Installed per 3d design approved by customer
Point 13*see photo of wall in first photo 6" piece , small pieces in photos invalid point
Point 14* Edge restraint was installed high because yard was not installed till year later also due to Courtstone Paver choice
Point 15*opening because customer added other side after 1st was built, was a second wall opening for drainage due to raised bed on corner patio see photo #Point 16* customer is responsible to clean patio to prevent water from sitting once dirt sits it will hold water Look at black paver in photo see customer comment!
Point 17* This part of the wall was removed during pool excavation!
Point 18* Richcliff paver has v style for sand, the bottoms are square and tops smaller creating a V
Point 19* Customer did not provide *** Rep information that pool company compromised project by destroying the drain system, nor did the customer accept my offer to repair and or change some itemsI offered to power wash and resend the complete patioCustomer was unavailable to meet in The Fall due to surgeryCustomer Demanded all points be fixed by May 15, after the home showAs far as my demeanor in my email and people finding it unprofessional, I Believe anyone would react the same after hearing
"I will put you out of business","I will ruin your business", All said in front of my employees for witnesses
timeline
project 1- September/October project 2- May project Fall Signed another contract for 2015, No email complaints, continued hiring our company I believe if these complaints were an issue, I would have received something in writing before after years of the project being doneAgain if you notice, there was never an issue until after the conduit was cracked during french drain installation.
We were willing to do some repairs, we never received any complaints about any of these issues since 2012, they did ask about the pooling on the patio, was advised on the type paver they chose that they do do this cause they have uneven topsAlso see email where I offer to power wash patio and resand,
Customer failed to mention pool installation to you as well as The Attorney Generals Office from when I talked to themAlso not stated to anyone that has gone to assess this project that to feet of the drain for the wall system was destroyed by the pool excavationcustomer stated *** fixed feet of drain that is impossible to correct and fix a 35-feet drain with feetWe have several emails and comments from the customer over the last years on how they love the project, I have not had a complaint with the Attorney general or Revdex.com in yearsI cannot be responsible for what the pool company has destroyed, it is a shame that the customer signed waver with pool company that the pool company is not responsible for any damagesThat does not mean we go down the ladder to the next guy!
In response to the rebuttal,
*year warranty on all my work *** offers lifetime warranty on their product, obviously this caused confusion there is no documentation stating this either cause its simply not true* We were in fact an Authorized *** Contractor as well as NCMA-SRW Certified- Still areWe are also certified by the state*All items stated by customer were completed within week after we rebuilt washed out section from Hurricane Sandy, customer failed to mention
* We are not aware of any block uninstalled from project after being hired on their other projects
*We completed rebuild within one week and for years never heard of these complaintson these items by phone or email, Also I would like to mention my terms and conditions mention I am not responsible for acts of nature, please see thoseRepairs were made within one week and I do not have any documentation
of them asking for more repairsWe did "defer" to resand after winter and time for settling to occur Steps and landing were functional* NO ONE EVER ASKED FOR A HANDRAILThere was not conversation and again if this were a dying issue I am sure I would have received an email before (years after project) about this.
*Repairs were completed prior to the end of with exception of sand- more misinformationAgain Repairs were needed due to hurricane Sandy-Act of nature! something I was not obligated to do, but did so to go out of the way for the customer* I never stated there were difficencys in work and I was not asked to fix anything except for power washing patio and resanding.
*Again with the lifetime warranty- I do not and have not ever offered thisI do not believe there is anyone in my industry offering this, it is almost impossible.Again *** offers Lifetime warranty on their product*My worker certified to dig was working in an area unmarked to where the conduit wasI also have a certification for operating equipmentI do not believe Mr *** doesotherwise he would have done this himself
-line was never broken, conduit was cracked in an unmarked locationI talked to the customer Saturday when this happened, I was away with my familyI arrived home monday days after this occurred not Several, to repair thisEmail communication proves this
In Closing the ***s hired my company and my old company over and over again and it is unfortunate we are in the situation, but until the fall of 2014, we did not have any problems, this was after the conduit was broke (not the line) and Mrs *** threatened me and my business.
Also *** is not a certification, only a contractor programPlease provide all inspections and show all estimatesalso I would like to see where they were told a pool company came in and excavated my whole drain system, causing this damageIn the estimate provided by ***, it says they would be reusing the productCustomer states everything has to be new and can't be reused More misinformation I have 600+ pictures of the project and show industry standards were used.
Please let me know if I can provide you with anything else
Thank you
*** ***
MLC Landscaoe Contractors LLC/

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. Regards, [redacted]June 4, 2015, Please find below a
response to Mr. [redacted]’s bullets. Our responses are marked [redacted] Response June 4, 2015.[redacted],I am responding to the complaint and rebuttal by The [redacted].
In response to the original complaint I have provided bullet points to their
bullet points as requested.
Point 1 *Walls are bowed and crooked----There is no drain system after the pool company destroyed
it, there is no way for water to get out[redacted] Response June
4, 2015:  That is not correct.  As
previously discussed, the original drain line is installed and un-impacted by
the swimming pool installation down to the point of where drain line exits the
lower sitting wall.  This is the location that was immediately cleared by
[redacted] and a temporary trench was dug, until the subsequent French drain
that was installed by [redacted] at a later date for an additional
fee.  To be specific, [redacted] actually connected the French drain to the
original discharge location.Point 2* Corners laced-see attached photos[redacted] Response June 4, 2015:  Don’t understand the context
of his response; however, the Regional [redacted] Representative “[redacted]”
visited our project and specifically highlighted several of the non-standard
and non-compliant techniques performed on our project.Point 3 * photo shows slight hight to low step from left to
right[redacted] Response June
4, 2015:  The side sloping of the steps was
reported by every other authorized contractor to be non- consistent with
commercial practices and the sloping continues to worsen over time.Point 4* see photos of backfill 12" NCMA SWR Standards
there is actually more[redacted] response:  We have already provided a copy of [redacted] from [redacted]’s e-mail regarding the lack of fill material.  The
project is available for inspection at any point.  In several locations
there is much less than 12” of fill. Point 5 *- See photo #5 follow grade from corner of wall both ways shows
slope away Paver choice by customer was one of a paver with stone indent which
can collect water & dirt[redacted] Response June
4, 2015: The fundamental issue with this project
involves the continued degradation of the primary wall and recession in several
of the pavers on the landings.  The sagging pavers and low spots were
highlighted by [redacted] during his review and each of the other independent
contractors that provided estimates and assessed the current site conditions in
relation to commercial practices and standards.Point 6*- As stated earlier, Stairs are 71/4 Ht, Wall is 6"
Height, Stairs are [redacted] Siena Stone 7 1/4 ht,
wall is pisa 2 standard
6" heightPoint 7* is correct Block/corner is upside down and was one of
the items that was going to be addressed[redacted] Response June 4, 2015: Mr. [redacted] was afforded an
extensive amount of time to resolve the issues that were raised regarding the
project both verbally and by e-mail and text messaging.  The bottom line
is that the project was never fully completed as there is still one block that
was never correctly installed and actually broken and left pieced in
place.  The final layer of polymeric sand was never installed on a
fraction of the lower patio and several caps still remain unsecured due to
inadequate adhesive installation.Point 8* see answer to point 5 paver choice by customer was one
of courtstone which has an uneven top lookPoint 9*- never did I/we offer or talk about a handrail[redacted] Response June
4, 2015: This is an out and out lie.  I possess
a [redacted] clearance and work as the [redacted]. I formerly worked in the Environmental, Safety, and Health Division. I
am fully aware of the requirements invoked for walking and working surfaces
within 29 CFR 1920 and 1926
(Construction Standard) as discussed by my previous complaints.  I agree
that [redacted] never agreed to install a handrail; however, both [redacted] and [redacted] questioned [redacted] during the initial planning and
installation.  [redacted]’s specific consultation was that he recommended
against it.  We can provide many witnesses that can attest over te, when
we briefed them on our project from the inception, was that [redacted] had cited
it was neither required nor recommended.imPoint 10* Actually both the bottom decorate landing and 1st
stair are both low per customer request in design[redacted] Response June
4, 2015:  There is no complaint that I can
identify as an issue in our original report that cites the lower
step/decorative landing as a concern????Point 11* yes it was excavated by the pool company and
completely removed, we reconnected to the french drain system we built in 2014[redacted] Response June
4, 2015: As stated in the original statement. 
The crushed line was cleared and mitigated with a hand dug trench immediately
and long term was corrected by routing the discharge to the French drain as
cited above.Point 12* Invalid Point- Installed per 3d
design approved by customerPoint 13*see photo of wall in first photo 1 6" piece , 3
small pieces in 3 photos invalid pointPoint 14* Edge restraint was installed high because yard was not
installed till 1 year later also due to Courtstone Paver choicePoint 15*opening because customer added other side after 1st was
built, was a second wall opening for drainage due to raised bed on corner patio
see photo #15Point 16* customer is responsible to clean patio to prevent
water from sitting once dirt sits it will hold water Look at black paver in
photo 16. see customer comment!Point 17* This part of the wall was removed during pool
excavation!Point 18* Richcliff paver has v style for sand, the bottoms are
square and tops smaller creating a VPoint 19* Customer did not provide [redacted] Rep information that
pool company compromised project by destroying the drain system, nor did the
customer accept my offer to repair and or change some items. I offered to power
wash and resend the complete patio. Customer was unavailable to meet in The
Fall due to surgery. Customer Demanded all points be fixed by May 15, 2015 after the home
show. As far as my demeanor in my email and people finding it unprofessional, i
Believe anyone would react the same after hearing"I will put you out of business","I will ruin
your business", All said in front of my employees for witnesses. [redacted] Response June 4, 2015: Points 12-18 are difficult to
reference the comments.  The bottom line is that the shifting and sagging
walls and sinking landings are a repeat problem from the original installation
and are not attributable to the swimming pool installation. At no point was a
backflow of water created that would have caused the wall to shift.  We
have attached several pictures from the original installation (Oct 2012) that
failed and required correction by [redacted].  These same landings are now
slowing degrading again.  It is not due to non-performing drain
line.   It is inadequate foundation preparation and
installation.  The pool excavating company never came close to the wall
except in the lower corner, where there was a non-weight baring decorative
sitting wall. And, we knew this wall would be affected by the pool.We have had conversations with several engineers who have explained
the purpose of the drain pipe is to evacuate excess water pressure, not
necessarily excess water. The pipe is basically functioning as a sponge,
sucking out the excess water and then ejecting it out the opening. The
engineers I spoke to advised me that very few walls will ever see much if any
water come out the drain. It is really a worst case scenario, where a large
amount of water builds up and needs to be removed. I have been informed that
what happens with the perforated pipe is the water is not taken away, but more
or less “distributed evenly” across the back side of the wall. In other works,
it is likely that one spot behind the wall may have more water than others. The
perforated pipe more or less distributes areas of high saturation to areas of
lesser. In a drastic situation, when the entire area behind the wall becomes
saturated, it then flows out of the pipe where it is day-lighted. So, more or
less, the pipe is a pressure relief value, not really a drain pipe that we
would more commonly think of when speaking about drain pipes.Therefore, with the above stated, the 60 or so days that they
constructed our pool, it did not rain abnormally for a Pittsburgh summer. In fact, the
number of days it actually rained between when the pool started and [redacted] came in
to work were minimal. In fact, I have attached pictures to illustrate that the
wall did not in fact hold up to excess water when the drain was completely
undisturbed and newly installed. The wall was completed in Oct 2012. Less than
a week after completion Storm Sandy hit. The pictures
will illustrate that even with the drain fully functional the wall was not
constructed sound enough to withstand without significant damage. It is in
these same areas that we continue 2.5 years later to have the same issues. [redacted]
did come and repair these two landings, the wall and steps afterwards. But, it
is apparent the repairs were not correct since the landings are collapsing yet
again.  This supports the fact that the underlying issue is the foundation
of the wall was not built correctly.timelineproject 1- September/October 2012project 2- May 2013project 3 Fall 2014Signed another contract for 2015, No email complaints, continued
hiring our company. I believe if these complaints were an issue, I would have
received something in writing before after 2 years of the project being done.
Again if you notice, there was never an issue until after the conduit was
cracked during french drain installation.We were willing to do some repairs, we never received any
complaints about any of these issues since 2012, they did ask about the pooling
on the patio, was advised on the type paver they chose that they do do this
cause they have uneven tops. Also see email where I offer to power wash patio
and resand,Customer failed to mention pool installation to you as well as
The Attorney Generals Office from when I talked to them. Also not stated to
anyone that has gone to assess this project that 35 to 40 feet of the drain for
the wall system was destroyed by the pool excavation. customer stated [redacted]
fixed 2 feet of drain that is impossible to correct and fix a 35-40 feet drain
with 2 feet.We have several emails and comments from the customer over the
last 2 years on how they love the project, I have not had a complaint with the
Attorney general or Revdex.com in 15 years. I cannot be responsible for what the pool
company has destroyed, it is a shame that the customer signed waver with pool
company that the pool company is not responsible for any damages. That does not
mean we go down the ladder to the next guy!In response to the rebuttal,*2 year warranty on all my work. [redacted] offers lifetime
warranty on their product, obviously this caused confusion. there is no
documentation stating this either cause its simply not true.* We were in fact an Authorized [redacted] Contractor as well as
NCMA-SRW Certified- Still
are. We are also certified by the state.*All items stated by customer were completed within 1 week after
we rebuilt washed out section from Hurricane Sandy, customer failed to mention* We are not aware of any block uninstalled from 2012 project
after being hired on their other projects*We completed rebuild within one week and for 2 years never
heard of these complaintson these items by phone or email, Also I would like to
mention my terms and conditions mention I am not responsible for acts of
nature, please see those. Repairs were made within one week and I do not have
any documentationof them asking for more repairs. We did "defer" to
resand after winter and time for settling to occur Steps and landing were
functional.* NO ONE EVER ASKED FOR A
HANDRAIL. There was not conversation and again if this were a dying issue I am
sure I would have received an email before 2014 (2 years after project) about
this.[redacted] Response June
4, 2015: comments above regarding the
handrail.  The response by [redacted] is somewhat disjointed and hard to follow. 
As previously stated, [redacted] offered a lifetime warranty on “his
workmanship” however, consistent with several of his actions, he failed to
follow through on the administration of his business.  He did not comply
with many of the Pennsylvania Home Improvement Consumer Protection Laws passed
after 2008 (HICPA). Including, he did not present his contractor’s
license.  He never provided, completed or can present a full contract with
signatures and all of the HICPA requirements for the work he was hired and
compensated to perform.  In addition, he repeatedly promised to come and
correct issues; however, repeatedly failed to show up without contacting us for
rescheduling.  *Repairs were
completed prior to the end of 2012 with exception of sand- more misinformation.
Again Repairs were needed due to hurricane Sandy-Act of nature! something I was
not obligated to do, but did so to go out of the way for the customer.* I never stated there were difficencys in work and I was not
asked to fix anything except for power washing patio and resanding.*Again with the lifetime warranty- I do not and have not ever
offered this. I do not believe there is anyone in my industry offering this, it
is almost impossible.Again [redacted] offers Lifetime warranty on their product.*My worker certified to dig was working in an area unmarked to
where the conduit was. I also have a certification for operating equipment. I
do not believe Mr [redacted] does. otherwise he would have done this himself-line was never broken, conduit was cracked in an unmarked
location. I talked to the customer Saturday when this happened, I was away with
my family. I arrived home monday 2 days after this occurred not Several, to
repair this. Email communication proves thisIn Closing the [redacted]s hired my company and my old company
over and over again and it is unfortunate we are in the situation, but until
the fall of 2014, we did not have any problems, this was after the conduit was
broke (not the line) and Mrs [redacted] threatened me and my business.Also [redacted] is not a certification, only a contractor program.Please provide all inspections and show all estimates. also i
would like to see where they were told a pool company came in and excavated my
whole drain system, causing this damage. In the estimate provided by [redacted],
it says they would be reusing the product. Customer states everything has to be
new and can't be reused. More misinformation. I have 600+ pictures of the
project and show industry standards were used.Please let me know if I can provide you with anything else[redacted] Response June
4, 2015: Pictures don’t provide compacted density
values for fill.  The pictures also don’t show the proper geo grid
installation.  I have also not seen pictures that demonstrate proper
backfill for the entire length of the wall.  The bottom line is that an
independent inspector that is certified should inspect the project as it stands
and determine whether the conditions present should or could have occurred if
proper workmanship and construction standards were applied.  A technical
evaluation is the only way to resolve culpability and provide a non-subjective
ruling on this matter. On a personal note:  Part of the basis for repeated project
additions was optimistically based on the premise that [redacted] would be more
motivated to complete the original phases of the project if follow-on work was
incorporated as well as the naïve belief that “a man’s word still stands for
something.”
Thank you[redacted]
MLC Landscaoe Contractors LLC/9

[redacted],
I am replying in response to the customer complaint filed by [redacted] and [redacted]. I was contracted in 2012, by my company Mac's Lawn Care, started On Septermber 25, 2012...

 completed by October 27th, to build a  wall system, patio, stairs and a sidewalk. The first complication occurred when the builders next door piled a huge mind of dirt adjacent and diagonal to our area (see pics) , hurricane Sandy hit 10/30/2012 and washed out upper support wall, one section of stairs, and a landing. Although this was not from poor workmanship, our company promptly addressed the issues for the customer. There was never any other conversation about any other issues. We were never contracted to install a hand rail. We were not paid 25,000 for this project, customer paid [redacted] supply for the materials, which they own. 
In May of 2013, we were contracted to build a second patio, landscaping, and install yard as well as a sitting wall. In their complaint they said it should be cornered, we built the opening large enough so that water could get out, because 90 percent of the patio drains to that side. I do not have any emails or correspondence that there were any problems before hiring to do this job. In September of 2013, there were some things that needed to be addressed, see email. Most of these were completed and addressed. None of them being on this complaint.
In January of 2014. received email from [redacted] about the back hill side that was fill dirt from the excavation of the project. I was never contracted to stabilize the back hillside. In the landscaping we did place two mounded beds at the top of the hill. 
All the work above was completed by Mac's Lawn Care. In August of 2013, I formed the company MLC Landscape Contractors LLC. 
On September 15, 2014 I was asked to do ANOTHER job by the customer. this was to install drains regarding their pool that was put in, as well as a walkway, and pillars. When I went up to look at job, the whole draining system  i had installed for the main wall was completely removed from the end of the wall and the end crushed from the Pool contractor. So for several weeks, the wall system was un able to drain. Mr and Mrs [redacted] signed a release with the pool company that the pool company was not responsible for any damage, therefor, any damage to the wall system because of the non draining I am not responsible for these drainage issues that caused this damage. the pool companies electrical contractor marked lines where the electrical wires were. On September 27, 2014, While excavating, my foreman hit the conduit for the electrical, but did not touch or damage the wires inside. The customer was very upset and contacted me angry while I was away. The Electric was never compromised as seen in the photos. When I came back from my vacation I immediately went up to look at what had happened.  I sleeved the conduit which is an approved method to repair this, I cut out the damaged portion, and prepared an inner sleeve and outer section to be glued and taped so it could dry while I was at lunch. the next step was to form concrete around it to make it solid again. before I even returned for lunch, I received an email from [redacted] (please see email) that this was not an approved method. I emailed [redacted] back asking her to come talk to my face instead of emailing me from inside while I was there.  at this time I contacted [redacted] Electrical Contractors and asked for an emergency service. In the meantime, Mrs [redacted] came out of the home and berated me in from of my employees threatening to call her husband and to ruin my business. I did not yell or scream, I got my guys back to work, the electrical contractor showed up and unattached wires pull through, fixed conduit, and rewired back to same condition. We completed the french drain as per contracted, but I knew from the threats against me that the other work that was contracted for me to do, would not be done do to her demeanor against me and my company. 
Out of nowhere in november we received the letter from the [redacted]s with a list of issues about the wall. I was willing to do some of the items on the list, not all because most have nothing to do with me, and attempted to schedule a meeting last fall to go over these items that I was willing to do. [redacted] advised she was having surgery and would like to be a part of the meeting. Then Winter and holidays approached and there was no point of meeting because any work that may have been discussed could not be completed till Spring anyhow. [redacted] then contacted me on March 16, 2015, after the Home and Garden Show, that it had been 120 days and we did not contact her, we did howler, but she had surgery ( see email). also gave a May 15th deadline to resolve issues. on March 23rd, I emailed some dates I was available, there was only one day that we were both available, she had chorus concerts, dance recitals out of town, and other commitments. I then received complaint from Revdex.com, and the next week The Attorney General. 
In closing the things I do not understand and I am sure you will notice, is why did The [redacted]s continue to hire me each year if they were never satisfied since 2012? There is no reason to hold me for damage done by the pool company, nor can any other contractor make a fair assessment of the project without knowing that the pool company removed the whole main draining system, which carried all the water out over the hill prior to the pool being built. 
I also would like to mention that my company Macs Lawn Care has been closed since August of 2013, but I still advised anyways that I would try to resolve. 
As far as a resolution, I was payed for labor only, materials were paid to the supply company. no refund will be given obviously. Since the [redacted]s have no faith in me they do not want me there, I do not see a fair resolution other than address the list and go through what I was willing to fix. 
I HAVE 100's of photos that show step by step of the installation, I am sendings ones that are having to do with this complaint. I will have photos and emails sent separately since this is a lot of information.
Please let me know if you need any other information
Thank you
[redacted]
MLC Landscape Contractors LLC

Review: We had a retaining wall, pation and sidewalk installed by contractor. There were issues in the workmanship and instaillation. Contractor kept promissing to fix the issues. Contractor advised us they would stand by there work and guaranteeded the work. Contractor was certified authorized contractor for [redacted] corporation. [redacted] claims on their website work is guaranteed to be done right if you hire one of their authorized contractors. Below is a letter we sent to the contractor in Nov. We have yet to meet with the contractor.

[redacted]

November 5, 2014

MLC Landscape Contractors, LLC [redacted]

Attn: [redacted], Chief Operations Officer

Dear [redacted]

The reason for this letter is to address several installation defects, some of which are longstanding issues pertaining to our [redacted] patio and walls that you installed at our home at [redacted]. Furthermore, the repair efforts that you advertised and have not completed in some cases for up to two years that need to be addressed.

Based on repeated settling and deformation of the walls and walking surfaces in various areas, issues you originally indicated should not occur have indeed occurred. We contacted an independent qualified retaining wall and patio installation specialist so that we could obtain a third-party evaluation. This was in an attempt to get an overall qualified assessment of both the current condition and long-term forecast of our patio and wall systems. We pursued an independent assessment of the quality and compliance of the workmanship evident on our project. Several non-compliant conditions and non-standard commercial standards/practices were cited by the independent review. These include:

• Many of the walls are bowed, crooked, have sunken areas and are not level on the top of the wall

• The corners of the walls are not interlaced on the inside corners as they should be

• The upper steps are severely sloped to the left, while the lower steps are severely sloped to the left. (a small amount of slope for drainage would be acceptable, but currently there is far too much)

• There is not enough gravel backfill behind the retaining walls. There should be at least twice as much backfilled area versus the current conditions

• There are areas of water pooling on the pavers due to either settling or inadequate slope to the paver surface

• The step-downs of the retaining walls surrounding the steps do not match up with the steps

• There is a gap in the wall unnecessarily on one layer of block where it meets the house

• The pavers adjoining the walls have uneven spacing and overly large gaps between the walls and the pavers

• A handrail on the exposed side of the upper steps is required to be installed to eliminate a potential fall hazard

• The height of the bottom step riser is much lower than the other steps above it

• The drainage pipe coming from the back of the upper wall appears as though it will crush very easily.

• The inside wall of the top steps should continue at one height until the end of the steps

• There are areas of copings on top of the walls that are needlessly cut into tiny slivers

• The edge restraint is overly visible (too high) around the edge of the pavers

• The sitting walls to not meet at the corner. A small area left open in the bottom row of wall

block would be reasonable for drainage, but is not necessary the entire height of the wall.

• There is an excessive amount of moss and algae in the jointing sand of the pavers (probably due to the pooling of water on the surface)

• The end of the wall by the pool deck is jagged and has no 90 degree return terminating into the hillside

• In some areas of the pavers, the spacing is too large and therefore, too much sand was used.

• The sand is too soft in many areas and too high to function properly.

Based on the number and significance of the findings provided to us, last week we contacted [redacted], the local [redacted] Territory Manager, for his assessment of our project. Mr. [redacted] visited our home last week and independently reviewed our project and then compared our list of issues compared to his assessment and concluded that significant rework of our project is needed to bring the installation standards up to the expectations for certified [redacted] installers and consistent with industry standards.

Based on the above referenced facts, [redacted] and I consider that our project needs to be reworked to meet the required commercial standards and that which is representative for a certified [redacted] installer. We request you contact us via email @ [redacted] by November 13th, 2014 to set a meeting to finalize the timeline, strategy, and efforts to support the prompt and fair resolution to this matter.

Respectfully,

[redacted] & [redacted]

CC: [redacted]Desired Settlement: We are open to resolution. At this point, we have lost trust and faith in the contractor and do not believe he has the skillset to make the necessary repairs. Therefore, we have obtained quotes from other contractors to have the repairs done. They are in excess of 25,000. This is just labor for the project. Therefore, we either want a refund of our original money paid for the project (labor and materials) or we want the contractor to pay the invoice for the new contractor ro repair and complete the job.

Business

Response:

[redacted],