Outdoor Xscapes, Inc

Outdoor Xscapes started our work on this project mid-January The job was completed with only a couple punch list items requestedWe contacted the customers to schedule completion of the workThe homeowners informed our office that they were out of town during the week and only home on the
weekendThey had left the gate unlocked and we scheduled our superintendent to complete the workThe superintendent was scheduled to complete the work on February 23rdDue to availability of parts he had to reschedule one day later and we let the homeowners knowOur superintendent was out on the 24th (a Tuesday) and found a note the homeowner had left on site stating their concernsWe addressed the concerns to the best of our ability and let the homeowners knowThey responded that they wouldn’t be back until Friday night and would follow up with us thenOver the weekend the customer let us know that they believed the water level had droppedWe scheduled a service call for the following Saturday (3/7/15) at 7:We addressed their concerns and the homeowner signed off on the work order which states “All items on work order have been completed to the satisfaction of the customer according to applicable warrantiesIssues and questions have been addressed by employee"At this point we requested final paymentOn the 8th, we received an email stating that the water level was still droppingThe customer was out of town until the weekend and we needed them on site to verify starting water levelOne of our service men was out on the 14thWe received a call again on the 17th stating that the water feature was somehow still leakingOur superintendent was out on the 31st and we followed up by leaving messagesOn April 6th the customer called in to state that the fountain still wasn’t operating correctlyAt this point, we decided to schedule a time when they would be home so we could review the project with them and get on the same pageOur service rep met with them on April 13th and it was decided that the sales rep should be part of the decision processWe scheduled our sales rep and service rep to meet with the homeowners on Aprilat 2:The following week we were back out to make the repairs (4/24/15)On May 2nd we received an email from the customer stating that they had refilled the pond and it had lost waterOur sales rep then scheduled us to re-seal the entire water featureOn 5/12/our service rep went out to reseal and paint, when he arrived and knocked he received no answerWe wanted the homeowners present to make sure they were aware that we were doing what was stated and so they could verify work was being done to their satisfactionWe rescheduled for the 22nd in the morningOur service rep arrived and once again he stated that no one answeredWe heard from the customer at 2:and Omar was on site within an hourOn the 26th the customer let us know that they are still losing water and that they were once again going to be out of townWe have since scheduled to be on site on Monday 6/8/to resolve these issuesWe feel that this issue could have been resolved sooner if the homeowners were availableOur ability to work on this project was limited by the homeowner’s scheduleWe will not request final payment until the job is completedIt is our goal to complete this project to the satisfaction of the homeowners