Native Edge Landscape

We hired NEL in early February to overhaul a backyard area which required grading and the construction of retaining walls to prevent water runoffA fairly large and involved projectIn the early stages Rodney was incredibly communicative and accommodating, answering every email and call promptly and providing us with any information we neededFrom the moment we signed the landscape agreement and put down our deposit however it was like dealing with an entirely different company
Work had been tentatively scheduled to begin late May, last week to be exactWe didn't hear from Rodney until a few days before to finally confirmA day or two later we received another email notifying us there would be a delay due to them running behind on a previous work siteOn the day they were scheduled to begin there was a no call no showIt took several phone calls until we finally heard back from Rodney around 1pm saying that had run into some trouble and wouldn't be able to possibly start until the next morningThey finally did show up the next morning, about two hours lateWe had no idea if and when they were coming at this point
In the original agreement Rodney had budgeted 3-days worth of time to complete the projectThat morning we learned from the site foreman that it would only take them 1/days to complete itWe were concerned that they would be rushing through our project due to having fallen behind schedule, which they repeatedly assured us would not be the caseThey finished in 2, leaving behind a small laundry list of problems that require fixing
It's now been a week since they finished the projectWe have an area about inches long inches wide in the back of your yard where the weed cover they laid down has peeled completely off leaving exposed dirt and mud underneathThere are about a dozen spots around the yard where weed cover sticks out from underneath the gravel bed NEL laid downSeveral of the plants they installed were dead on arrivalAll in all, the entire project feels rushed and sloppy and not what you would expect from a premium service
We have tried contacting NEL several times since to try and solve the problem, to no availThe only communication we've received from them was an automated email notifying us of our remaining balance

Good Afternoon [redacted],I do appreciate your concern, and do apologize that you felt ignored. I feel there is more to this situation than you have noted here for us.We did our best to create a resolution that was reasonable for both parties involved. As our intentions are to never leave a project...

that is not properly built, or a customer that is unsatisfied; we had special circumstances brought on by our situation. We did our best to work with you to achieve your landscape within your budget. This took several edits, and cut backs from our initial recommend proposal. Due to that, there were areas that you required us to eliminate parts and pieces. After our discussion several months ago, I did send you over a repair estimate. This estimate included a heavy discount on repairs of completely rebuilding the patio you have mentioned. You did not accept this as an appropriate solution, and often refused to acknowledge this offer. This was after the repairs we made for free of certain natural stones that you mentioned you did not like seeing in the patio. We have since gone through many historical rain falls in our area which has left the patio seeming more "mildew and moldy" as the natural limestone is a porous stone. This is unfortunately common in a situation like yours, but I have also offered several options on how to clean, maintain and seal the stones. During the initial consultation, you mentioned needing a smooth surface, with no ridges of a flagstone - this material is the most common for a situation like this, and due to budget, we recommended using the limestone as it is the most economically friendly. After further discussion, we also discussed the maintenance of the bright white limestone can become tedious over time as it will age gracefully; as limestone is expected to do. It is unfortunate that you have gone another route of repairing the patio. It is also unfortunate that you are having to pay almost $1,500.00 more than the original repair estimate I provided to you. I can not help but feel I have done everything in my power to provide you with solutions that have been acceptable in the past to other customers, and companies. This has included replacing certain stones that were undesirable at no cost to you, as well as providing you with an estimate for repairs at a heavy discount as you requested. I will be honest, and note that I did ignore a voicemail that I received where you stated "You will be responsible for the repairs, and I will send you a bill!". This I felt was threatening and certainly uncalled for when I had done everything you asked, aside from providing you with a free patio. I do apologize, but at this time, we will not be offering a refund.

Good Afternoon [redacted],I do appreciate your concern, and do apologize that you felt ignored. I feel there is more to this situation than you have noted here for us.We did our best to create a resolution that was reasonable for both parties involved. As our intentions are to never leave a...

project that is not properly built, or a customer that is unsatisfied; we had special circumstances brought on by our situation. We did our best to work with you to achieve your landscape within your budget. This took several edits, and cut backs from our initial recommend proposal. Due to that, there were areas that you required us to eliminate parts and pieces. After our discussion several months ago, I did send you over a repair estimate. This estimate included a heavy discount on repairs of completely rebuilding the patio you have mentioned. You did not accept this as an appropriate solution, and often refused to acknowledge this offer. This was after the repairs we made for free of certain natural stones that you mentioned you did not like seeing in the patio. We have since gone through many historical rain falls in our area which has left the patio seeming more "mildew and moldy" as the natural limestone is a porous stone. This is unfortunately common in a situation like yours, but I have also offered several options on how to clean, maintain and seal the stones. During the initial consultation, you mentioned needing a smooth surface, with no ridges of a flagstone - this material is the most common for a situation like this, and due to budget, we recommended using the limestone as it is the most economically friendly. After further discussion, we also discussed the maintenance of the bright white limestone can become tedious over time as it will age gracefully; as limestone is expected to do. It is unfortunate that you have gone another route of repairing the patio. It is also unfortunate that you are having to pay almost $1,500.00 more than the original repair estimate I provided to you. I can not help but feel I have done everything in my power to provide you with solutions that have been acceptable in the past to other customers, and companies. This has included replacing certain stones that were undesirable at no cost to you, as well as providing you with an estimate for repairs at a heavy discount as you requested. I will be honest, and note that I did ignore a voicemail that I received where you stated "You will be responsible for the repairs, and I will send you a bill!". This I felt was threatening and certainly uncalled for when I had done everything you asked, aside from providing you with a free patio. I do apologize, but at this time, we will not be offering a refund.