Natural Enhancement Landscape Design Build

Review: 1)Has not repaired leak on water feature which was still under warranty when notified.2)Has not replaced plants that died, which were still under guarantee.3)Promised to fix leak last fall (2013). Still has not done work4)Will not return calls and will not answer phone at office or cell.Desired Settlement: Leak fixed in water feature and refund/replacement for plants.

Business

Response:

Thanks for touching base with me, Sorry I have not yet responded in writing. Mr. [redacted] is a great guy and had a right to be frustrated with me for my lack of communication, but the information you received was not entirely accurate. We met last Fall and I assured him we would fix the leak in the pond, admittedly I did not make it a priority as we were extremely busy and at that time did not employ anyone experienced with water features. During our discussion, he noted that a few plants had died but he did not care to have them replaced, he said he was happy with the landscaping and said he would be happy if we just fixed the leak in the pond not to worry about the plants.

Over the course of the past 2 years, we have made several repairs to Mr. [redacted]'s pond (under our warranty). In fact, on one of our visits we rebuilt the entire stream as the settlement around the edges demanded we do so. I no longer have in-house staff building water features or providing service for them, so I made arrangements this past week for an ex-employee and myself to make the necessary repairs, we visited Mr. [redacted]'s home and did in fact find a leak and made the adjustment that were needed. I had a follow-up phone call with him after our visit and he seems very pleased with the corrections and still with the landscaping.

We really strive to please our customers and will continue to do so into the future. As I said, Mr. [redacted] had every right to be frustrated in this particular case as we did not make the corrections I promised in a timely manner, but we have responded in the past to these issues with him and in every other case we have been prompt and courteous and have fixed the problem. Please let me know if you require any additional information.

Have a wonderful day.

T. Keith Robinson

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me. The business has perform the repair of the leak in the stream at this time. The stream has developed a leak a number of times over the past three years. The stream bed was apparently not packed well enough and continues to settled over time. I feel that since this has been a problem from the beginning, and should it occur again, the business should be responsible to repair leak which is caused by settlement of the stream bed.

Regards,