ProScape Lawn & Landscape Services, LLC

On 6/30/(in less than hours after receipt of complaint), I discussed the situation on the phone with this clientThis formal complaint was the first time that the customer had escalated this issue to meI apologized for the miscommunication and we thoroughly discussed the situation in search of a mutually agreeable resolutionI explained that once we got into the job, there were some unforeseen factors that necessitated constructing the stoop differently (larger) than originally plannedThis project was a repair/expansion of someone else's work, so those situations are not as clear-cut as a new constructionWe actually did more work than contracted and were not going to charge him for the additional labor and materialHowever, from his perspective, he felt we did not thoroughly explain the reason the changes were necessary.As far as the extended timeline, our Project Coordinator did visit his home as noted in the complaintThe client requested that the steps be constructed differently and they discussed some options of how to do soThe client understood that we were going to follow up with him, and our Project Coordinator understood that the client was going to follow up with us once after thinking about the options presentedWe were not trying to be evasive, and I apologized to him for the misunderstandingDuring my discussion with him on 6/30/15, I presented the most viable option for correcting the situationWe both agreed to proceed in that mannerI also offered him a discount off the final bill because of the misunderstanding that caused this issue to remain unresolved for so longWe are going to update the agreement in writing to reflect the changes that we agreed upon, then schedule the work to be completed next month, once the client returns from a few weeks of travel

On 6/30/15 (in less than 24 hours after receipt of complaint), I discussed the situation on the phone with this client. This formal complaint was the first time that the customer had escalated this issue to me. I apologized for the miscommunication and we thoroughly discussed the situation in search...

of a mutually agreeable resolution. I explained that once we got into the job, there were some unforeseen factors that necessitated constructing the stoop differently (larger) than originally planned. This project was a repair/expansion of someone else's work, so those situations are not as clear-cut as a new construction. We actually did more work than contracted and were not going to charge him for the additional labor and material. However, from his perspective, he felt we did not thoroughly explain the reason the changes were necessary.As far as the extended timeline, our Project Coordinator did visit his home as noted in the complaint. The client requested that the steps be constructed differently and they discussed some options of how to do so. The client understood that we were going to follow up with him, and our Project Coordinator understood that the client was going to follow up with us once after thinking about the options presented. We were not trying to be evasive, and I apologized to him for the misunderstanding. During my discussion with him on 6/30/15, I presented the most viable option for correcting the situation. We both agreed to proceed in that manner. I also offered him a discount off the final bill because of the misunderstanding that caused this issue to remain unresolved for so long. We are going to update the agreement in writing to reflect the changes that we agreed upon, then schedule the work to be completed next month, once the client returns from a few weeks of travel.