Mount Pleasant Retirement Villiage

Sorry for the delay in responding to this complaintThis is our very busiest time of year, and we
are working long hoursI am enclosing all of the correspondence between myself and Mrs***All emails are enclosed, and the only other communication between us was a phone call in the Spring where she stated that her bubbling rock was missing
As you can see from the enclosures, she had moved into the house two months before she contacted usShe said in a phone call she bought the house from her brother and he had built the pond himselfWe were already closed for the season, but decided to do her a favor and help her out
When my husband and employee arrived, they found that the pond had not been operating for a long timeThere was no pump and the entire system was over-grown with vines and weedsWhen they pointed out to her that she had a skimmer and a filter, this was all news to herMy point is, she had no idea what she had or what was already there!
We did the work we promised to do, she was out there inspecting it after the work was done (see correspondence) and she said NOTHING about a bubbling rock that was missing
I contacted her after we returned from Florida and she informed me that she had already ordered a new pump and someone else was going to open her pondThis was still very cold winter weather and the ponds were all still frozen...much too early to open any of them
The next time we heard from her was the missing rock storyWhy did she not mention it after we closed it in the Fall? I suspect her brother came over to help open the pond and told her there had been a bubbling rock at some point in timeThey later found it in the pond and she began complaining that surely my husband and employee had knocked it in the waterThey are both adamant that this did not happen! They are very conscientious and would have put it back on the pond edge had this happenedI suspect the rock had been in the pond for quite some time before we ever arrivedShe wanted a refund for the frame, for which she paid $35...not $I mailed her check on 5/12/
We have been in business years and have never had a complaint from anyone
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes I bought the house from my brother. I have pictures of the beautiful pond. With all the flowers( not weeds) around it. ( probably dated facebook pictures, I was so proud. I'm not an it I told her husband the pump quit I had to use a sump pump until I got a new pump, I had to order one. And she's right I didn't know about the bag of rocks in the waterfalls that also filters. That's why I called them . They didn't do me a favor, I hired them to do a job. and had to prepay $400.00. What business is there to do favors?  They wouldn't do half to come and half at completion. I found this odd. Now I know why they wanted it up front.  I did really enjoy watching the birds land on the flat rock that had the fountain rock that my brother had made. It was up and running. I was off for cancer surgery, I was too ill to do anything until February. I told her husband and his friend I had to leave for a Dr. appt. I wasn't even there when they finished. My grandson was with me. She is flat out lying about me inspecting it. They had the net on when I got home so I assumed it was done right and didn't look at it until spring, of course my brother had told me to use  the heater (that I tried to give her husband to put in at closing and he said we don't do that) later I guess he looked for it. I was gone so my son put it in. I'm telling the truth, they had the net stretched over the base that used to hold the fountain, this was not possible to do with the fountain there, they knocked it in and said nothing, and got so defensive when I asked about it.she sent me a $35.00 check for the  $45.00 frame they FORGOT to bring.I cashed it I figured I was lucky to get that part. I will attach the hateful e-mail she sent me, it didn't deserve a response. Any business should try to please customers not belittle them after breaking their property. Maybe they have had good results in the past, but they did me wrong.I will send thee-mail and picture of my pond in a following e-mail. I just hope they don't do this to anyone else, I've learned my lesson the hard way.
Regards,
[redacted]