New Image Landscape and Pool

Manager Carson met with us to draw up contract for desired services including landscaping and pool remodeling He had not provided us with a copy of the contract, and the landscaping supervisor, David, did not honor what was agreed upon as well as charged us extra for services that were supposed to be coveredIn addition, the work that was done regarding the landscaping was done poorly and incompleteWe tried to resolve with David directly up no avail, and calls to Carson remain unanswered

Company was hired to resurface a concrete pool to pebble sheenJob was supposed to be completed late February , early March
"Completed" in June, the color was inconsistent, blue with obvious white streaks throughout pool After acid washing the pool a second time the color is still inconsistent
Customer service has been horrible No one will contact us, with the exception of ***, looking for money I have never experienced service like thisMaybe our job just isn't large enough to warrant their attention ?!

Manager Carson met with us to draw up contract for desired services including landscaping and pool remodeling He had not provided us with a copy of the contract, and the landscaping supervisor, David, did not honor what was agreed upon as well as charged us extra for services that were supposed to be coveredIn addition, the work that was done regarding the landscaping was done poorly and incompleteWe tried to resolve with David directly up no avail, and calls to Carson remain unanswered

Response:We would like to accurately explain the timeline for the issues being described by this client.  There are three separate issues the client is describing and each have a different timeline. First, the water leveler issue: the client notified us at the time of the...

jobs completion that the leveler was not working, at that time we immediately fixed the issue.  The water leveler worked from that time (nearly 10 months) till when she notified us again (8/6).  When we were notified this most recent time we contacted the manufacturer immediately to schedule a technician to fix the leveler.  As of now the issue has been resolved by the technician.  Secondly, the electrical box:  The box was installed correctly at the end of the project in November.  When the client contacted us on 7/14 that she is requesting the turf repairs (to be explained later) she also notified us that the box had "fallen off of her wall".  Although, we strongly believe that the box was knocked off the wall by the client (after receiving images from the client of the damage, and seeing that the stucco had been forcedly damaged) we agreed to fix the box while we were at her house resolving her turf issues.  Due to delays with the turf manufacturer,  we decided not to wait until the turf repair was scheduled and sent out a technician on 8/12 to fix the clients light box.  Lastly, the Turf:  Soon after the project was completed, the client notified us that the turf had developed some seams in it.  We sent a crew out immediately to try and resolve the issue, but were unable to correct the issue due to the turf being unable to be stretched because of the outside temperature.  We then notified the client about the issue, and told her we would attempt to resolve the issue in the summer when the temperature went up.  The client reached out to us in March to request that we attempt to stretch the turf again, but due to the outdoor temperature still, we had to tell her we would have to wait a short while longer.  We reached out to her in May and June to try and schedule the necessary repairs, but she did not call back.  She did reach out to us on 7/14 requesting that we come and finally correct the issue.  At that time we contacted the manufacturer, as is our policy when dealing with warranty issues, and the manufacturer told us that because we had already attempted to stretch the turf that would send one of there own technicians out to try and stretch the turf and resolve the issue, and that if the stretch could not be fixed they would install brand new turf and replace the defective turf.  We notified the client about the manufacturers decision and that she could expect a technician to be out soon to inspect it.  As of now, the clients turf has been inspected by the manufacturer and we are currently waiting to hear back from them for their recommendation. Our standard practices (per our contract) is that warranty issues be resolved within 45 days, or in extenuating circumstances a proper time table for the work to be done.  The first two issues mentioned by this client were resolved in a matter of days, and the Turf issue had manufacturer delays, but will be fully resolved within 45 days of the 7/14 request.The client has also been notified that regardless of what the manufacturer decides, we stand by our products, and we would correct this issue, even if we have to pay for new product out of our own pocket.We can make available any further documentation needed to further explain the aforementioned timeline.Thanks,
[redacted]

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.

t's unfortunate that I have had to use the Revdex.com to help correct the issues caused by New Image Landscape's lack of follow up and workmanship.

 

I do want to re butte a few of Mr. [redacted]'s comments:

 

1)  Replaced plants:

*  New Image admitted to me that they used a nursery that had plants which we not desert acclimated when they were planted.  Many of them were from this issue.

*  Also, he failed to mention that he planted an Apple and Peach Tree.  It was his design and idea.  These trees were on the same irrigation drop.  In doing my own research they require significantly less water than the citrus tress that were on the same loop.  Also, an apple tree planted by itself will not bear fruit without a mate.  Mr. [redacted] should have known this.  Also, I had a third part inspect these trees and he said I was killing them due to overwatering.  I was following Mr. [redacted]'s guidelines while they were under warranty.

 

2)  Pebble Tech:  CDC Pools # ([redacted] and [redacted] Warranty Dept.)

*  Both my wife and I approached Mr. [redacted] several times regarding the color contrast of the pebble tech.  He said repeatedly that this is how it was supposed to look.  After installation we were not happy and Mr. [redacted] ignored our concerns.  It wasn't until I had my first pool party that a friend said to me that it didn't look right.  He had owned several pools and was very educated.  I then contact CDC pools myself (they did the install) but it was contracted through New Image.  They sent their warranty manager out to inspect and he immediately said it was not correct.  He did not hesitate!  He asked who contracted the work and I told him.  Then they sent out a diver to inspect the issue.  It was dirt and it was caused when Mr. [redacted] ordered the pebble tech to be installed......the yard was still under construction.  The grass was not in place. When CDC applied the pebble tech dirt from the yard blew into the pool when it was curing.  CDC pools questioned me repeatedly about this as a potential cause? They were gracious enough to take care of the issue.  However, it really wasn't their fault.  

 

In the end, I want the following items corrected.  

One I accidentally did not include in my original complaint.

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a)  Fix the cracks in the block and stucco of the installed half the moon wall.

(see attached pictures).

This half moon wall was built and installed by New Image and now has two significant cracks up and down the full length of the wall.  You can see them from both sides.  

 

b)  Clean and/or replace the damaged pavers in the front driveway.  New Image had dumped concrete material in the area left of my driveway (prior to the sod being installed).  As they moved this material with their Bobcat it has stained this area 8x10' area (directly right of where it was placed).  It also left stained paths to the back yard over the newly installed pavers.  See pictures.  Again, I did question Mr. [redacted] about this and he said they would go away......This stain is permanently imbedded into the pavers and if there is a way to clean it off I am not aware.  I tried soap and water to no avail. 

 

[redacted], thank you for your help in getting these issues resolved.

Regards,

[redacted] J. [redacted]  

West Regional Sales Leader 

M +[redacted]

E  d[redacted]

Follow [redacted] online at [redacted] 

"Worry about being better; bigger will take care of itself.” 

[redacted] 

American entrepreneur

founder of Lands' End 

Sent from iPad

Regards,

I do want to re butte a few of Mr. [redacted]'s comments:

 

1)  Replaced plants:

* New Image admitted to me that they used a nursery that had plants which we not desert acclimated when they were planted.  Many of them were from this issue.

*  Also, he failed to mention that he planted an Apple and Peach Tree.  It was his design and idea.  These trees were on the same irrigation drop.  In doing my own research they require

significantly less water than the citrus tress that were on the same loop.  Also, an apple tree planted by itself will not bear fruit without a mate.  Mr. [redacted] should have known this.  Also, I had a third part inspect these trees and he said I was killing them due to overwatering.  I was following Mr. [redacted]'s guidelines while they were under warranty.

 

1) Again as stated prior and will state again the plants were lost in largely due to [redacted]s repeated negligence and taking matters into in own hands. I've explained this to him repeatedly and he continues to state the same thing over and over which was, " I don't know what I am doing". His repeated actions of changing the water to whatever he deemed correct, while expecting us to continually change his plants at our expense. He even went as far as telling me he consulted someone else and they were correct I wasn't. Please see attached email:

[redacted]....

 

Hope you are enjoying your Labor Day Weekend!

 

I had to head back to work early and am actually on a plane heading to Atlanta for week of business meetings.

I wanted to give you an update on the plants since we last talked and you recommended that we increased the watering.....I lost two more plants - one in the front next to the pineapple palm tree? I am not sure what type of plant it was but it's in the garage.  I also lost the hibiscus plant that is just in front of the wall by the pool equipment.  These two need to be replaced.

Please do not get offended.

But I had another Landscaper come out and look at my stressed plants.  I just don't feel you have been listening to me regarding the overwatering of the fruit tree's and other plants.  I do not want to cause confrontation with you and me.  I have felt that every time I bring it up you seem to get frustrated with me?  I needed to get a third party opinion to see what they thought and also settle my mind.  It has been stressful for me watching my yard and not getting the results I had anticipated.  There is just way too much brown for all the watering I am doing.  I am not happy with it.

I also discussed the watering methods you have me on.  This is a conversation for when we are together.  He wasn't familiar with your methods.  However, I do not want to deviate from the methods you have recommended until my 6 month plant warranty is up.  I believe is in mid November.

He said the peach and apple are in a critical state and recommendation to reduce the watering (asap) as it's the reason they are stressed.   They have been overwatered.  He also suggested that the apple be moved as it's also getting run off from the grass and didn't think we could keep it healthy long term based on it's placement?

 

We tested the ground to see how deep the water was penetrating and also moved some of the dirt away from the top to expose a small portion of the root ball.  This was to help it breath.  He

 

discussed that the three citrus trees that are on the same watering times and cycle are more resilient and can handle a lot more water.  However, the peach and apple (are sensitive to overwatering) do not require the same amount.  He said about 50% of what the citrus are receiving?  Therefore, he recommended that I cap one of the drop lines to both the peach and apple and leave the water times and cycle the same.  Just watch them closely after the next cycle to see how they accept the water and measure the penetration.  Adjust water cycle (minutes accordingly).

The hibiscus (that I mention above) died due to too much water.  This was based on his observation.  It's getting water from the palm and the two other evergreen plants nearby.  Also, potential run off from the plants above from the slope behind the platform.

I would like to talk to you again regarding the two fruit trees.  I reduced the water (by 15 min per cycle) to these tree's prior to you coming out.  I had too because I would see water sitting (especially the apple) at the base for almost 6 hours  - I timed it.  This cannot be good.  I know

we discussed and you disagreed with me and said they were not getting enough water and you increased it back to 1hr 15 min per cycle.

I know I have a 6 month warranty on the plants and I do not want to jeopardize this as we are trying to get the yard established.  I am just stressed out not seeing enough green for the amount of watering that I am doing throughout the yard.  The bamboo is still yet to come back?  They

have been stressed since you planted them and look bad.

Are you working this coming Saturday?

Can we talk live and agree on some path forwards?  If so what is a good time for you? I believe in you [redacted] and this is why we selected you to do our landscaping and have recommended you to others.

 

God Bless! [redacted] J. [redacted]

West Regional Sales Leader

[redacted] Automotive & Aerospace Coatings

 

M +[redacted]

E  [redacted]

 

Follow [redacted] online at  [redacted]

 

Before his downfall a man's heart is proud, but humility comes before honor.”

 

Proverbs 18:12

 

Sent from iPad

Response:We would like to accurately explain the timeline for the issues being described by this client.  There are three separate issues the client is describing and each have a different timeline. First, the water leveler issue: the client notified us at the time of the...

jobs completion that the leveler was not working, at that time we immediately fixed the issue.  The water leveler worked from that time (nearly 10 months) till when she notified us again (8/6).  When we were notified this most recent time we contacted the manufacturer immediately to schedule a technician to fix the leveler.  As of now the issue has been resolved by the technician.  Secondly, the electrical box:  The box was installed correctly at the end of the project in November.  When the client contacted us on 7/14 that she is requesting the turf repairs (to be explained later) she also notified us that the box had "fallen off of her wall".  Although, we strongly believe that the box was knocked off the wall by the client (after receiving images from the client of the damage, and seeing that the stucco had been forcedly damaged) we agreed to fix the box while we were at her house resolving her turf issues.  Due to delays with the turf manufacturer,  we decided not to wait until the turf repair was scheduled and sent out a technician on 8/12 to fix the clients light box.  Lastly, the Turf:  Soon after the project was completed, the client notified us that the turf had developed some seams in it.  We sent a crew out immediately to try and resolve the issue, but were unable to correct the issue due to the turf being unable to be stretched because of the outside temperature.  We then notified the client about the issue, and told her we would attempt to resolve the issue in the summer when the temperature went up.  The client reached out to us in March to request that we attempt to stretch the turf again, but due to the outdoor temperature still, we had to tell her we would have to wait a short while longer.  We reached out to her in May and June to try and schedule the necessary repairs, but she did not call back.  She did reach out to us on 7/14 requesting that we come and finally correct the issue.  At that time we contacted the manufacturer, as is our policy when dealing with warranty issues, and the manufacturer told us that because we had already attempted to stretch the turf that would send one of there own technicians out to try and stretch the turf and resolve the issue, and that if the stretch could not be fixed they would install brand new turf and replace the defective turf.  We notified the client about the manufacturers decision and that she could expect a technician to be out soon to inspect it.  As of now, the clients turf has been inspected by the manufacturer and we are currently waiting to hear back from them for their recommendation. Our standard practices (per our contract) is that warranty issues be resolved within 45 days, or in extenuating circumstances a proper time table for the work to be done.  The first two issues mentioned by this client were resolved in a matter of days, and the Turf issue had manufacturer delays, but will be fully resolved within 45 days of the 7/14 request.The client has also been notified that regardless of what the manufacturer decides, we stand by our products, and we would correct this issue, even if we have to pay for new product out of our own pocket.We can make available any further documentation needed to further explain the aforementioned timeline.Thanks,

Our response to this complaint. 

New Image Installed the Landscape as approved by [redacted] and his HOA. We submitted the plans as a FREE and courteous act but it is the HOA themselves and the [redacted] responsibilities to know their own policies. The HOA approved the plans...

submitted as well as the [redacted]s themselves. New Image has no responsibility in this matter and this is an issue with the HOA and the [redacted]s. We will include a letter of acceptance via email by the email HOA, of which the [redacted] himself forward to me. The fact that [redacted] would suggest that we be responsible in anyway shape or form is proof positive of his character and unfair practices.

Despite the fact that New Image Landscape and Pools contract reads that " Guarantee does not cover acts of God or customer neglect." which was and is the case with [redacted] we still replaced over thirty-three plants in his yard as a act good customer support. Even with doing this he still doesn't want to assume any responsibility as displayed with his actions regarding "HIS HOA" . New Image has went way beyond the call of duty in ever aspects with [redacted] which never seems to be enough.

New Image also installed the two neighbors directly in front of the Reknagels of which both followed our watering instructions to T and The [redacted] only lost one plant and The [redacted] only lost one. The difference is that they listened to the instruction given and [redacted] wouldn't and doesn't.  

As for the pebble that was placed in his pool and everyone else pool there is always a slight color variation with any pebble install which is and what has been explained. [redacted] then went directly to our pebble company which has sent a diver and performed a acid wash only to determine that the issue is dirt. It is not a product issue but an improper maintenance issue performed by [redacted] himself.

As for cracking in the stucco it always occurs with every job that is done by every contractor through the whole state of Arizona. We have no issues at all performing a normal repair on any cracks. We always do this with any stucco job, however it is done at the one year mark and not before. With that being said we've never given the opportunity to discuss this with [redacted].            

The bottom line is that [redacted] has admitted over and over that he doesn't know what he is doing with the maintenance of the yard and items he has purchased. He has asked for instructions and when given ignores the information given and does what he feels is right. 

Sincerely,

[redacted] Cell

[redacted] Fax

[redacted] Office

Continually serving in excellence since 1981

ROC #[redacted]

ROC #[redacted]

Response:We would like to accurately explain the timeline for the issues being described by this client.  There are three separate issues the client is describing and each have a different timeline. First, the water leveler issue: the client notified us at the time of the jobs completion that the leveler was not working, at that time we immediately fixed the issue.  The water leveler worked from that time (nearly 10 months) till when she notified us again (8/6).  When we were notified this most recent time we contacted the manufacturer immediately to schedule a technician to fix the leveler.  As of now the issue has been resolved by the technician.  Secondly, the electrical box:  The box was installed correctly at the end of the project in November.  When the client contacted us on 7/14 that she is requesting the turf repairs (to be explained later) she also notified us that the box had "fallen off of her wall".  Although, we strongly believe that the box was knocked off the wall by the client (after receiving images from the client of the damage, and seeing that the stucco had been forcedly damaged) we agreed to fix the box while we were at her house resolving her turf issues.  Due to delays with the turf manufacturer,  we decided not to wait until the turf repair was scheduled and sent out a technician on 8/12 to fix the clients light box.  Lastly, the Turf:  Soon after the project was completed, the client notified us that the turf had developed some seams in it.  We sent a crew out immediately to try and resolve the issue, but were unable to correct the issue due to the turf being unable to be stretched because of the outside temperature.  We then notified the client about the issue, and told her we would attempt to resolve the issue in the summer when the temperature went up.  The client reached out to us in March to request that we attempt to stretch the turf again, but due to the outdoor temperature still, we had to tell her we would have to wait a short while longer.  We reached out to her in May and June to try and schedule the necessary repairs, but she did not call back.  She did reach out to us on 7/14 requesting that we come and finally correct the issue.  At that time we contacted the manufacturer, as is our policy when dealing with warranty issues, and the manufacturer told us that because we had already attempted to stretch the turf that would send one of there own technicians out to try and stretch the turf and resolve the issue, and that if the stretch could not be fixed they would install brand new turf and replace the defective turf.  We notified the client about the manufacturers decision and that she could expect a technician to be out soon to inspect it.  As of now, the clients turf has been inspected by the manufacturer and we are currently waiting to hear back from them for their recommendation. Our standard practices (per our contract) is that warranty issues be resolved within 45 days, or in extenuating circumstances a proper time table for the work to be done.  The first two issues mentioned by this client were resolved in a matter of days, and the Turf issue had manufacturer delays, but will be fully resolved within 45 days of the 7/14 request.The client has also been notified that regardless of what the manufacturer decides, we stand by our products, and we would correct this issue, even if we have to pay for new product out of our own pocket.We can make available any further documentation needed to further explain the aforementioned timeline.Thanks,