Premium Lawn Care Services Inc

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not agree with company response We initially began discussions with Mick B*** in the summer of We did sign an agreement for them to construct a new fireplace and patio on 9/30/ We received a hand drawn sketch not a plan or design I asked over and over again about a actual design so I could visualize what the final product would look likeI have many emails documenting this and also provided photos of what we wanted I brought this up many times to Mick and other mutual friends because I was worried about what we would do if I did not like it We were told that fall was their slow period and that it would take about weeks Many emails back and forth about a start date and me being frustrated by the delays They finally started tearing out our old deck at the end of October I don't dispute that there was some weather issues but my insistence to get the project finished was because there was a big mess in my backyard and a 6ft drop out my back porch door which was certainly a hazzard for my elderly father in law and children I also have dogs and it was a big inconvenience not to be able to let them out in the yard There were days when a crew simply would not show up at all Other days, we were told they had to leave to go to other jobs A job that we were told was supposed to take weeks took many months I will search my documentation to see when they finally finished it was not before the end of Payments were tied to milestones - one being "start of paver installation" which we paid on 12/12/ As far as eight services - I can only assume he is referencing the structural defects we reported We noticed issues with construction right away The landing of the steps kept sinkingPremium is aware because they rebuilt the steps atleast or times The pavers on the actual steps kept coming loose and are still a hazzard because they were not properly installed When the railing was put in, I questioned because it did not seem to be connected to the steps properly Some sort of white substance was used and it did not look professionally installed As I feared, it looks awful and is cracked at the base and rusting I also expressed my frustration with the look of the fireplace It looked nothing like the pictures I had provided from the ** *** catalog They also rebuilt the fireplace more than once Mick B*** agreed in emails that it did not look right and asked the owner to come look At one point he offered a top cap and a couple of extra lights as an apology for all the trouble and mistakes We appreciated the gesture but it was very clear to all that those small items did not make it right Premium did ask to be paid many times We did not feel we should pay another dime but finally agreed to pay half the amount they were asking for. payment was sent on 8/1/with note that said payment in full for services performedWe do not agree to pay final $based on poor performance, damage to our lawn and all of the delays. Said if they did not agree we could work it out on *** *** We never heard another word about it There have been no attempts to collect additional money since they cashed the 8/check My husband and I have seen Mick B*** socially and not a word was said Over the last year we brought up issues to Mick B*** regarding the steps, landing and the substance they used to seal the bottom pavers with no action taken We finally got Mick to come out and he agreed with our concerns It took almost a month for him to finally reply and say Mark would not honor the warrantyI asked to have Mark contact me No response so I called him earlier this week He did call me back and said they would not honor the warranty I think it is obvious from other reviews on Revdex.com, *** and *** *** that this is not the first time the company has failed to deliver a quality product At this point I would like to have a quality contractor make repairs and changes to give us the patio we asked for and have the company pay for the repairs I fear that my negative reviews will be held against us and do not feel comfortable havingnanyome from Premium near my home
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Premium has agreed to remove the charge for the stoop in the amount of $as the client requested.We informed Mrs*** on 5-12-2015 that we would complete the agreed upon punch list in addition to subtracting this amount. Premium was onsite last Friday to remove the pavers
from her stoop as she requested prior to Memorial Day.We would like confirmation that upon completion of the agreed upon punch list as well as the deduction of the $813.00 this complaint will be closed. In addition, upon completion we will expect final payment for the project

Premium was hired by the homeowner’s Home Owners Association to remove a stump from the outside of the homeowner’s fence line. It was the
homeowner’s responsibility to remove the fence prior to us performing the stump removal.
There appears to be two (2) other likely scenarios that damaged the siding First, it is very possible that the siding damage occurred when the fence was removed prior to our arrival.
Second, there is a garden cart (seen in the photo) that has a handle that matched the damaged siding perfectly and therefore may be the cause of the damage as well.
We can not accept liability for this damage
First, the machine we used for this stump grinding is not tall enough to cause this damage. In addition, to it not being tall enough, there is nothing on the machine that would have left this type of mark. Finally, the stump grinder was located at the sidewalk while working, and was not in close proximity to the residence

The Customer contracted us to install a new fireplace and patio in the fall of 2013. Mick, the designer, provided the customer with a designThe customers approved the design, selected the colors & style from the manufacturer catalog, and signed the contract for the new patioThe patio
construction started about weeks later. The weather did delay the project, as we did receive an early snow at the end of November and again in December. This halted to projectThe customer was insistent that we continued work, and we explained that the weather was not suited for this type of constructionAt the customer’s insistence, we continued the project and finished towards the end of DecemberUpon trying to collect the final payment, and the remaining balance from a short payment made earlier, the customer said things needed to be changed. From January through August we met with and completed at least eight (8) services for the customer toensure that all of their concerns were handledUnfortunately we were never paid the final balance for the projectWe asked the customer to pay in installments, or at the least, somethingFinally in August of the customer paid for a portion of the balanceThe customer’s husband was socially friendly with our designer (Mick) outside of this project, so we did not pursue any collection effortsWe take great pride in our services, and even more in our communityWe will immediately honor the warranty upon satisfaction of the open balance on the accountWe have repeatedly tried to collect the past due balance with no successThe patio materials have a “Lifetime” warranty from the product manufacturer, and a five year warranty on all craftsmanship from our company

This damage was clearly done by a machine.  No fence board or yard cart could do this kind of damage.  Premium was contracted to grind the roots from the tree.  That is why the fence was removed in the first place so they could gain access to the backyard to grind the roots that were lifting the fence.    I find this very aggravating that premium refuses to take any responsibility to damage they caused.  Why would the fence need to be removed if there machine only needed to be on the sidewalk?   We can start from the beginning. our yard had been over taken by roots from a tree that was on common ground. we submitted pictures of all of this to our HOA  The roots were actually lifting our fence off of the ground.  Premium was in our back yard with their machine.  they had to have been to grind the roots.   The damage done are not little dents they are deep cuts done by a machine a yard cart could not have done this or a fence board

The Customer contracted us to install a new fireplace and patio in the fall of 2013.  Mick, the designer, provided the customer with a design. The customers approved the design, selected the colors & style from the manufacturer catalog, and signed the contract for the new...

patio. The patio construction started about 2 weeks later.  The weather did delay the project, as we did receive an early snow at the end of November and again in December.  This halted to project. The customer was insistent that we continued work, and we explained that the weather was not suited for this type of construction. At the customer’s insistence, we continued the project and finished towards the end of December. Upon trying to collect the final payment, and the remaining balance from a short payment made earlier, the customer said things needed to be changed.  From January through August 2014 we met with and completed at least eight (8) services for the customer toensure that all of their concerns were handled. Unfortunately we were never paid the final balance for the project. We asked the customer to pay in installments, or at the least, something. Finally in August of 2014 the customer paid for a portion of the balance. The customer’s husband was socially friendly with our designer (Mick) outside of this project, so we did not pursue any collection efforts. We take great pride in our services, and even more in our community. We will immediately honor the warranty upon satisfaction of the open balance on the account. We have repeatedly tried to collect the past due balance with no success. The patio materials have a “Lifetime” warranty from the product manufacturer, and a five year warranty on all craftsmanship from our company.

Premium was hired by the homeowner’s Home Owners Association to remove a stump from the outside of the homeowner’s fence line.  It was the homeowner’s responsibility to remove the fence prior to us performing the stump removal.  There appears to be two (2) other likely scenarios that...

damaged the siding. First, it is very possible that the siding damage occurred when the fence was removed prior to our arrival.  Second, there is a garden cart (seen in the photo) that has a handle that matched the damaged siding perfectly and therefore may be the cause of the damage as well.  We can not accept liability for this damage. First, the machine we used for this stump grinding is not tall enough to cause this damage.  In addition, to it not being tall enough, there is nothing on the machine that would have left this type of mark.  Finally, the stump grinder was located at the sidewalk while working, and was not in close proximity to the residence.

Premium has agreed to remove the charge for the stoop in the amount of $813.00 as the client requested.We informed Mrs. [redacted] on 5-12-2015 that we would complete the agreed upon punch list in addition to subtracting this amount. Premium was onsite last Friday to remove the...

pavers from her stoop as she requested prior to Memorial Day.We would like confirmation that upon completion of the agreed upon punch list as well as the deduction of the $813.00 this complaint will be closed.  In addition, upon completion we will expect final payment for the project.

[redacted]
I do see where you emailed [redacted] on April 7th in regards to your plants.  I do not show any other records of you contacting Premium Lawn and Landscape about these issues.   I apologize if you have not received a response.  This is a very...

busy time of year for us and [redacted] is no longer with the company.  However, I would be more than happy to have another [redacted] come out and meet with you to discuss your concerns.  
Please let me know what number I should call you on the have this scheduled as well as what is a good time for me to call you.
We appreciate your business and certainly will honor anything that is under warranty.
I look forward to hearing from you so we can have this resolved.
Thank you,
[redacted]
[redacted]
[redacted]

Premium did receive the calls indicated on the complaint with regards to the loose pavers.  With each call we did come out and perform the repairs within the following week.  Therefore we were quite surprised by this complaint I spoke to Mrs. [redacted] who expressed to me...

that she did not know we had performed the repairs.  She also expressed that she is not unhappy with us but she would really like better communication in regards to when we are coming out to her property. Premium did not find a Sink hole to repair.  However, after meeting with Mrs. [redacted] today we found that there is an area that has not settled evenly she would like leveled.  In addition, the plants that she would like replaced are 2 Yews not Azalea's. We have agreed to have these items addressed and have spoken with Mrs. [redacted] to let her know we will do so.

Review: This company performed a landscaping project on my property in October 2013. Some of the items contracted in the proposal were "on back order" and never installed as promised. Also some of the plants have died and stones have cracked, all under a one year warranty, and the company has not come back to replace them, and even thought I have contacted them several times they have not acknowledged that they will return to do this work.Desired Settlement: I would like this company to install the remaining plants in the contract, repair the broken step stones and replace the dead plants.

Business

Response:

[redacted]

I do see where you emailed [redacted] on April 7th in regards to your plants. I do not show any other records of you contacting Premium Lawn and Landscape about these issues. I apologize if you have not received a response. This is a very busy time of year for us and [redacted] is no longer with the company. However, I would be more than happy to have another [redacted] come out and meet with you to discuss your concerns.

Please let me know what number I should call you on the have this scheduled as well as what is a good time for me to call you.

We appreciate your business and certainly will honor anything that is under warranty.

I look forward to hearing from you so we can have this resolved.

Thank you,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: In summer of 2013 we had a paver sidewalk and stairs installed by this company. We also had our front hill landscaped by them. We have two areas of complaints: A) the pavers on the steps still move sometimes and in some areas they are sinking in the shape of a shallow sink hole, and B) two of the azaleas they planted died a month or two after they were installed. A) After informing them of the paver issues many times between summer of 2013 and fall of 2014, they sent someone out to re-glue the pavers several times. They told us that originally the wrong glue was used. Most of the glueing issues have been solved, except for a one or two hold-out pavers that refuse to stay down. The "sink hole" was mentioned last fall, but has not been addressed at all. B) the two dead azaleas, were finally removed by us this summer after waiting for them to be replaced. Many times we were told that they would be replaced, but it just hasn't happened yet. Plus communication between the business and us is one-sided. No attempt has been made to set up a scheduled visit to fix the problems. We are told "ok, I'll send _______ over there to take care of it for you", but we see no one, and no one tells us when anyone's coming. Since they last fixed the pavers a year ago, we have contacted them 4-5 times about both issues. Their response is that it's their busiest season and they will get to it when they can.Desired Settlement: Communication that yields these results: Two healthy azaleas planted where dead ones once were. Any loose stones finally fixed (and if they become lose AGAIN, immediate service!), the sink hole fixed.

Business

Response:

Premium did receive the calls indicated on the complaint with regards to the loose pavers. With each call we did come out and perform the repairs within the following week. Therefore we were quite surprised by this complaint I spoke to Mrs. [redacted] who expressed to me that she did not know we had performed the repairs. She also expressed that she is not unhappy with us but she would really like better communication in regards to when we are coming out to her property. Premium did not find a Sink hole to repair. However, after meeting with Mrs. [redacted] today we found that there is an area that has not settled evenly she would like leveled. In addition, the plants that she would like replaced are 2 Yews not Azalea's. We have agreed to have these items addressed and have spoken with Mrs. [redacted] to let her know we will do so.

Review: We contracted with co to build an outdoor patio and fireplace in the Fall of 2013. We made 3 payments totaling $21200 and a final pmt of $2380 (total paid $23580) There were delays and issues with construction from the beginning of the project. We were told this would be a 2 week project that ended up lasting months and was not completed until late spring or early summer 2014. We had a number of issues -steps and landing. Once constructed it kept sinking. they were rebuilt 2 or 3 times. stair pavers kept coming loose. cracks and unsightly patch where railing was attached. fireplace looked nothing like the photos we provided to co. co caused major damage to our lawn which we had to pay to have sod put down. overall unhappy with completed project. delayed final pmt until structural repairs made. agreed to pay half of remaining contract balance due to delays and damage to yard and overall unsatisfactory project. co accepted $2380 as final pmt. never heard anything else from them. That check was cashed in aug 2014. early 2015 we contacted Mick B[redacted] about issues with patio - steps loose-landing sinking again and grout/sealant carodding plus cracks in pavers. No response but he eventually came by and agreed there were issues and he would discuss with owner. a month later he emailed and said they would not do anything unless we paid $2380. I asked for owner to contact me with no response. I called owner this week. He called me back and said they would not honor 5 year warranty unless we paid more money. I told him I had avoided posting negative reviews bc we were friends with his employee but would have no choice if they would not fix the problems with the patio.Desired Settlement: We would like the problems identified with co replaced or repaired by co or another vendor and us reimbursed. Co has never disputed that the product is not what we asked for or that the stairs are sinking and not staying in pace. My family, friends and I have tripped on the steps many times. Thankfully no one has been seriously injured yet. My impression from the beginning of this project was that the co simply is not qualified for this type of work. I am sorry that co has already spent resources trying to fix structural issues but that would not be the case if it was done properly the first time.

Business

Response:

The Customer contracted us to install a new fireplace and patio in the fall of 2013. Mick, the designer, provided the customer with a design. The customers approved the design, selected the colors & style from the manufacturer catalog, and signed the contract for the new patio. The patio construction started about 2 weeks later. The weather did delay the project, as we did receive an early snow at the end of November and again in December. This halted to project. The customer was insistent that we continued work, and we explained that the weather was not suited for this type of construction. At the customer’s insistence, we continued the project and finished towards the end of December. Upon trying to collect the final payment, and the remaining balance from a short payment made earlier, the customer said things needed to be changed. From January through August 2014 we met with and completed at least eight (8) services for the customer toensure that all of their concerns were handled. Unfortunately we were never paid the final balance for the project. We asked the customer to pay in installments, or at the least, something. Finally in August of 2014 the customer paid for a portion of the balance. The customer’s husband was socially friendly with our designer (Mick) outside of this project, so we did not pursue any collection efforts. We take great pride in our services, and even more in our community. We will immediately honor the warranty upon satisfaction of the open balance on the account. We have repeatedly tried to collect the past due balance with no success. The patio materials have a “Lifetime” warranty from the product manufacturer, and a five year warranty on all craftsmanship from our company.

Consumer

Response:

I have reviewed the offer and/or 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.

I do not agree with company response. We initially began discussions with Mick B[redacted] in the summer of 2013. We did sign an agreement for them to construct a new fireplace and patio on 9/30/13. We received a hand drawn sketch not a plan or design. I asked over and over again about a actual design so I could visualize what the final product would look like. I have many emails documenting this and also provided photos of what we wanted. I brought this up many times to Mick and other mutual friends because I was worried about what we would do if I did not like it. We were told that fall was their slow period and that it would take about 2 weeks. Many emails back and forth about a start date and me being frustrated by the delays. They finally started tearing out our old deck at the end of October. I don't dispute that there was some weather issues but my insistence to get the project finished was because there was a big mess in my backyard and a 6ft drop out my back porch door which was certainly a hazzard for my elderly father in law and children. I also have 2 dogs and it was a big inconvenience not to be able to let them out in the yard. There were days when a crew simply would not show up at all. Other days, we were told they had to leave to go to other jobs. A job that we were told was supposed to take 2 weeks took many months. I will search my documentation to see when they finally finished. it was not before the end of 2013. Payments were tied to milestones - one being "start of paver installation" which we paid on 12/12/13. As far as eight services - I can only assume he is referencing the structural defects we reported. We noticed issues with construction right away. The landing of the steps kept sinking. Premium is aware because they rebuilt the steps atleast 2 or 3 times. The pavers on the actual steps kept coming loose and are still a hazzard because they were not properly installed. When the railing was put in, I questioned because it did not seem to be connected to the steps properly. Some sort of white substance was used and it did not look professionally installed. As I feared, it looks awful and is cracked at the base and rusting. I also expressed my frustration with the look of the fireplace. It looked nothing like the pictures I had provided from the [redacted] catalog. They also rebuilt the fireplace more than once. Mick B[redacted] agreed in emails that it did not look right and asked the owner to come look. At one point he offered a top cap and a couple of extra lights as an apology for all the trouble and mistakes. We appreciated the gesture but it was very clear to all that those small items did not make it right. Premium did ask to be paid many times. We did not feel we should pay another dime but finally agreed to pay half the amount they were asking for. payment was sent on 8/1/14 with note that said payment in full for services performed. We do not agree to pay final $2380 based on poor performance, damage to our lawn and all of the delays. Said if they did not agree we could work it out on [redacted] . We never heard another word about it. There have been no attempts to collect additional money since they cashed the 8/1 check. My husband and I have seen Mick B[redacted] socially and not a word was said. Over the last year we brought up issues to Mick B[redacted] regarding the steps, landing and the substance they used to seal the bottom pavers with no action taken. We finally got Mick to come out and he agreed with our concerns. It took almost a month for him to finally reply and say Mark would not honor the warranty. I asked to have Mark contact me. No response so I called him earlier this week. He did call me back and said they would not honor the warranty. I think it is obvious from other reviews on Revdex.com, [redacted] and [redacted] that this is not the first time the company has failed to deliver a quality product. At this point I would like to have a quality contractor make repairs and changes to give us the patio we asked for and have the company pay for the repairs. I fear that my negative reviews will be held against us and do not feel comfortable havingnanyome from Premium near my home.

Regards,

Review: I hired the company to install a replacement retaining wall and patio. They started in November 2014. The job was poorly done from the start, with chipped and cracked blocks used. But Premium would only agree to replace a small number of chipped blocks. We were still trying to come to an agreement when in January, one of the large caps came off when someone leaned on it (it should last for years or decades). Then in March, I found that many of the bullnose steps were loose. Now, barely 5 months after the material was installed, more than 30 caps and bullnose are completely off, and I find more every week. Some of these are on steps! I asked Premium to replace the loose material on the wall steps with another type more appropriate for the situation, and they agreed. But they had better attach it properly. I have a long list of things I asked to be fixed (which includes finishing the patio), and the company agreed to all except one: They want to charge me for labor for the stoop. They agreed to remove stoop material down to the original concrete. That's because I can't trust that they can fix it so the steps don't come off. It's purely for safety. I know the stoop will look ugly after, which is contrary to why I hired a contractor to cover it in the first place, but I must know that at least the steps are safe to walk on. Considering the aggravation and worry about my safety and that of anyone who walks on those steps, the time I've spent trying to work with the company, and that they cannot fix the steps in a way that I trust to be safe for more than a few months, I do not feel I should pay for the installation of something I will not have.Desired Settlement: I will agree to their entire punch list of things to be fixed, as long as they also subtract the amount that they are charging me for the installation of the stoop.

Business

Response:

Premium has agreed to remove the charge for the stoop in the amount of $813.00 as the client requested.We informed Mrs. [redacted] on 5-12-2015 that we would complete the agreed upon punch list in addition to subtracting this amount. Premium was onsite last Friday to remove the pavers from her stoop as she requested prior to Memorial Day.We would like confirmation that upon completion of the agreed upon punch list as well as the deduction of the $813.00 this complaint will be closed. In addition, upon completion we will expect final payment for the project.