Restorff's Landscape Service & Garden Center

Revdex.comBryant Woods SouthAmherst, NY 14228Re: ***Buffalo, NY 14216Restorff's Landscape Service provides the following response to complaint# ***:Unilock provides a lifetime warranty on Unilock wall stone and Restorff's Landscape Service providestwo (2) year warranty on
installationThis was explained to the customer at the time of purchaseWhenthis customer first contacted Restorff's about an issue, it was well after the warranty expirationTheproject was installed In the summer of Per our records, the customer contacted us about this issue inthe fall of 2013, approximately S years after the installation, but even with the customer's stated date of2011, it was well after the end of the warranty period.This project was a small retaining wall built approximately one foot inside the home-owner's propertylineUpon excavation for the wall foundation, poor subsoil was discovered that was inadequate to supportthis type of wallIt was our recommendation that we dig deeper and add an additional tier underground tosupport the wallThis was explained to the home-owner and an additional $was agreed uponThatcharge was well below the actual cost of the additional tier.In order to build this wall to the best standards, a geo-grid system would be installed that wouldextend feet behind the wallThat would be feet beyond the home-owner's property lineInstallinggeo-grid in the one foot that is available would be ineffectiveAt that time, we researched alternativesolutions and did not find one that we believed would be effective in this locationTherefore, werecommended to the home-owner that the wall be moved so that it was located three feet from theproperty line, allowing for the full amount of recommended geo-grid to be installed on her propertyAtthat time, the home"owner declined to consider this solutionIt is not legal to extend the geo"grid systemonto the neighbor's property as the home-owner requested.Since the home-owner was not happy with the idea of moving the wall in order to use the geo-gridsystem, we had the Unilock representative visit the property in November, 2015, to see if he could makean alternate suggestionHe recommended the geo-grid system as the only solution that would meetUnilock installation specificationsThe only other possible solution he could think of was to fill the onefoot of space between the wall and the property line with stone, rebuild the wall gluing every stone onevery tierPlease note that we could offer no warranty since the installation would not meet Unilockstandards for installationAs the season was winding down at that time, our plan was to offerdiscounted pricing on both options to the customer in the spring of Pricing options are not typicallyavailable until mid to late March due to the availability of supplier pricing.Restorff' s prides itself on being a quality based company with a good reputation for customer service.This is our 30th year in business and we have always had a good rating with the Revdex.comWe have not had acomplaint in over yearsIn this case, we have attempted to work with this customer to find a solutionthat will lastWe are looking for a solution that meets industry standards and stays within thehomeowner's property limitsDue to the fact that the problems did not occur until well after the warrantyperiod, the repairs will not be offered for freeIn an effort to maintain a positive relationship with thecustomer, a discount will be offered on the proposed alternativesWe will glue the loose capstones on theexisting wall' at no charge once the outside temperature reaches an appropriate level (above freezing forover hours).Regards,Roger ERestoff, CNLPPresident

Revdex.comBryant Woods SouthAmherst, NY 14228Re: ***Buffalo, NY 14216Restorff's Landscape Service provides the following response to complaint# ***:Unilock provides a lifetime warranty on Unilock wall stone and Restorff's Landscape Service providestwo (2) year warranty on
installationThis was explained to the customer at the time of purchaseWhenthis customer first contacted Restorff's about an issue, it was well after the warranty expirationTheproject was installed In the summer of Per our records, the customer contacted us about this issue inthe fall of 2013, approximately S years after the installation, but even with the customer's stated date of2011, it was well after the end of the warranty period.This project was a small retaining wall built approximately one foot inside the home-owner's propertylineUpon excavation for the wall foundation, poor subsoil was discovered that was inadequate to supportthis type of wallIt was our recommendation that we dig deeper and add an additional tier underground tosupport the wallThis was explained to the home-owner and an additional $was agreed uponThatcharge was well below the actual cost of the additional tier.In order to build this wall to the best standards, a geo-grid system would be installed that wouldextend feet behind the wallThat would be feet beyond the home-owner's property lineInstallinggeo-grid in the one foot that is available would be ineffectiveAt that time, we researched alternativesolutions and did not find one that we believed would be effective in this locationTherefore, werecommended to the home-owner that the wall be moved so that it was located three feet from theproperty line, allowing for the full amount of recommended geo-grid to be installed on her propertyAtthat time, the home"owner declined to consider this solutionIt is not legal to extend the geo"grid systemonto the neighbor's property as the home-owner requested.Since the home-owner was not happy with the idea of moving the wall in order to use the geo-gridsystem, we had the Unilock representative visit the property in November, 2015, to see if he could makean alternate suggestionHe recommended the geo-grid system as the only solution that would meetUnilock installation specificationsThe only other possible solution he could think of was to fill the onefoot of space between the wall and the property line with stone, rebuild the wall gluing every stone onevery tierPlease note that we could offer no warranty since the installation would not meet Unilockstandards for installationAs the season was winding down at that time, our plan was to offerdiscounted pricing on both options to the customer in the spring of Pricing options are not typicallyavailable until mid to late March due to the availability of supplier pricing.Restorff' s prides itself on being a quality based company with a good reputation for customer service.This is our 30th year in business and we have always had a good rating with the Revdex.comWe have not had acomplaint in over yearsIn this case, we have attempted to work with this customer to find a solutionthat will lastWe are looking for a solution that meets industry standards and stays within thehomeowner's property limitsDue to the fact that the problems did not occur until well after the warrantyperiod, the repairs will not be offered for freeIn an effort to maintain a positive relationship with thecustomer, a discount will be offered on the proposed alternativesWe will glue the loose capstones on theexisting wall' at no charge once the outside temperature reaches an appropriate level (above freezing forover hours).Regards,Roger ERestoff, CNLPPresident