Pentagon Landscaping

Initial Business Response / [redacted] (1000, 5, 2016/04/14) */ Hi [redacted] , I'm sorry you feel wronged by us in somewayHowever lets put things into contextYou called us asking for us to expedite our start date, we agreed that we would come earlier as we like to satisfy all of our client's demandsBut also told you, being that we are going to arrive early that we had not received any product and that we would use [redacted] instead of [redacted] for the retaining wallBoth wall systems look and perform exactly the same, you agreed and we proceededAs for the border and stepping-stones we both agreed that they were minor details and upon arrival we would return and install themWe also told you that only then would we take the final payment for the contract (an amount of $5,118.75) You were delighted Upon arrival you came out to greet us, and you clearly took note of our inventory sitting on the truckAs stated in your complaint: two pallets of stone, with no indications or writing that it was a [redacted] materialI asked you for to minutes that morning to walk through your yard and discuss certain points; the wall's location, the height of the wall, the grading, the sod, and discussed your front yard work: synthetic grass and some shrubs It was an uneventful meeting Afterwards we got straight to work and after an entire day working and you watching what was going on we wrapped upI knocked at your door we exchanged some small talk and you presented me with the second payment (4,154.06) Not minutes later I get a phone call from you expressing dire concernI felt it was necessary to immediately return to your house to discuss your distressYour worry was more a request; you wanted us to move the wall and increase its heightAny other company would have submitted a change order and charged an extra, however I gladly accepted to take down the wall, rendering the days work a total loss and move the wall as well as increase its heightI left your house on good terms, and once again you were satisfied The next day I arrive to your house ready to work, where you confront me about the price of materialsYou had everything worked out; price per piece for the wall, price per SQFT of grass, price per yard for soil, and you even calculated my cost for labor for my employees, or as you refer to them "Grunts"You then went on to show me a proposal from another contractor [redacted] To smooth things over I suggested to you that we remove the wall and replace it with [redacted] a much more expensive productI explained to you that I can have someone sent to Calgary right away and we would return the next day ready to install the wall at your newly requested location and height, and as a bonus I even included a set of stairs for aesthetic reasons as the wall would be too tall to go without stairsWe both concluded that you would take the day to think of your options, as making hasty decisions had "left a bad taste in your mouth" Within the hour you called to say that you were not satisfied with the options and asked if we could pack up our things and leave, because you felt that the project: "would now take too long and wouldn't be ready for the weekend"I apologized on behalf of the company and explained that we would be back in the morning to pick up our things and settle with you The next day we loaded up everythingI knocked at your door and returned to you your second payment and wrote you a cheque for $1,dollarsNow I'm not sure why after NEARLY YEAR this is the path you choose to follow, you could have very well expressed discontent when I returned the cheque to youHowever I want you to know that the $1,I returned to you was in good faith, we went above and beyond our own policy which is exactly as stipulated by Industry Canada which states; you are not, by law, entitled to a refund of your deposit [redacted] We offered you many options to try and remedy a situation that shouldn't have ever existedThat was all done in good faith and as a way to leave you, the client, happy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We didn't agree to any substitutes We were not informed ahead of time that our products had not arrived Our project was not started earlyIn fact, the contract did not even have a start date The discussion of a new price only occurred after it was clear we would not be getting the products and services in the contractWe requested the removal of the retaining wall portion of the contract since they did not have the correct product to build it and would therefore not be doing itPentagon refused to remove this cost from the contractWe were unwilling to pay for products and services we would not be getting After the [redacted] were collected from our yard we were presented with only a partial refundWe were very unhappy and expressed this clearly

Initial Business Response /* (1000, 5, 2016/04/14) */
Hi [redacted],
I'm sorry you feel wronged by us in someway. However lets put things into context. You called us asking for us to expedite our start date, we agreed that we would come earlier as we like to satisfy all of our client's demands. But...

also told you, being that we are going to arrive early that we had not received any product and that we would use [redacted] instead of [redacted] for the retaining wall. Both wall systems look and perform exactly the same, you agreed and we proceeded. As for the border and stepping-stones we both agreed that they were minor details and upon arrival we would return and install them. We also told you that only then would we take the final payment for the contract (an amount of $5,118.75).
You were delighted.
Upon arrival you came out to greet us, and you clearly took note of our inventory sitting on the truck. As stated in your complaint: two pallets of stone, with no indications or writing that it was a [redacted] material. I asked you for 15 to 20 minutes that morning to walk through your yard and discuss certain points; the wall's location, the height of the wall, the grading, the sod, and discussed your front yard work: synthetic grass and some shrubs.
It was an uneventful meeting.
Afterwards we got straight to work and after an entire day working and you watching what was going on we wrapped up. I knocked at your door we exchanged some small talk and you presented me with the second payment (4,154.06).
Not 30 minutes later I get a phone call from you expressing dire concern. I felt it was necessary to immediately return to your house to discuss your distress. Your worry was more a request; you wanted us to move the wall and increase its height. Any other company would have submitted a change order and charged an extra, however I gladly accepted to take down the wall, rendering the days work a total loss and move the wall as well as increase its height. I left your house on good terms, and once again you were satisfied.
The next day I arrive to your house ready to work, where you confront me about the price of materials. You had everything worked out; price per piece for the wall, price per SQFT of grass, price per yard for soil, and you even calculated my cost for labor for my employees, or as you refer to them "Grunts". You then went on to show me a proposal from another contractor[redacted]
To smooth things over I suggested to you that we remove the wall and replace it with [redacted] a much more expensive product. I explained to you that I can have someone sent to Calgary right away and we would return the next day ready to install the wall at your newly requested location and height, and as a bonus I even included a set of stairs for aesthetic reasons as the wall would be too tall to go without stairs. We both concluded that you would take the day to think of your options, as making hasty decisions had "left a bad taste in your mouth".
Within the hour you called to say that you were not satisfied with the options and asked if we could pack up our things and leave, because you felt that the project: "would now take too long and wouldn't be ready for the weekend". I apologized on behalf of the company and explained that we would be back in the morning to pick up our things and settle with you.
The next day we loaded up everything. I knocked at your door and returned to you your second payment and wrote you a cheque for $1,500 dollars. Now I'm not sure why after NEARLY 1 YEAR this is the path you choose to follow, you could have very well expressed discontent when I returned the cheque to you. However I want you to know that the $1,500 I returned to you was in good faith, we went above and beyond our own policy which is exactly as stipulated by Industry Canada which states; you are not, by law, entitled to a refund of your deposit.
[redacted]. We offered you many options to try and remedy a situation that shouldn't have ever existed. That was all done in good faith and as a way to leave you, the client, happy.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We didn't agree to any substitutes.
We were not informed ahead of time that our products had not arrived.
Our project was not started early. In fact, the contract did not even have a start date.
The discussion of a new price only occurred after it was clear we would not be getting the products and services in the contract. We requested the removal of the retaining wall portion of the contract since they did not have the correct product to build it and would therefore not be doing it. Pentagon refused to remove this cost from the contract. We were unwilling to pay for products and services we would not be getting.
After the [redacted] were collected from our yard we were presented with only a partial refund. We were very unhappy and expressed this clearly.