River City Rain Sprinklers and Landscape

I am rejecting this response because: It's clear to me both, that they have become very adept at deflectingAs well, that they have no intention of remedying our situation and so, I would simply hope that your department makes a note of this complaint in their recordIn response to theirs, I will attempt to address in the order of the sameTo use their terms, this very much is "a matter of ethics and good customer service"Ironically, they've exemplified neither in their dealings with usIrony further still, that they say, "if a customer has a concern or complaint, it is our job to check it out"Actually, as a contractor paid to deliver a product and service, it's not their "job to check it out", it's their job to FIX ITIn fact, that's all we? were expecting and are currently seeking.? To establish context, my request to them at the outset, was that we wanted something "with no grass and which required little to no maintenance and upkeep"For this reason, I was happy to learn that the irrigation timer that they were installing had weather and heat sensors so that we did not have to fuss with constant adjustmentsApparently, that was too high an expectation to have since within less than two weeks, plants were dying and they had to "gift" us the ($5.00) moisture meterNot quite sure what their reference to "The customer had already killed his lawn..." refers to?? As for the weeds, they were not simply "right around the plant"They are relatively widespread, including in areas that are a considerable distance from any holes dug for plantingAnd, although there is weed blocker material, the weeds grow through it, which is evidence that they failed to properly strip all remaining root bed as agreed.Further, I gave them a veritable 'blank slate'In fact, when they asked me "what is your budget?", I told them that I did not? have a budget in mind and instead, asked what/how they chargedThey provided an approximate dollar cost per square foot, as well as my yard's approximate sizeWe agreed and they came up with the ENTIRE design and installation plan, with our input limited to providing feedback on the plants they recommended and later, the color of the rockTherefore, their claim that "The first and best (recommendation for the washed away rock), which was offered for the first time when we initially met...They felt it was an unnecessary expense and declined it" is a Patent LieAs outlined in my correspondence with them, submitted with my initial complaint, there was NEVER ANY DISCUSSION about drainage or advice from them - the professionals -? that drainage could be an issue and so, needed to be addressedIn an attempt to provide you with what we feel would be a fair resolution of this issue, I offer the following: 1) that they replace the two remaining ceanothus with the same plants that replaced the other two; 2) "connect the downspout to the existing drain line that would take the water to the street"; and, 3) provide us with a 10% refund of their Labor charges and a 5% refund of their Materials charges that we paidItem #3? to compensate us for the probability that the "two other larger plants? that we pointed out? were dying" (as? mentioned in our letter to them), as well as their failure to completely and/or properly strip the root bed, which is leading to the subject weed growth

I am rejecting this response because: Mr [redacted] , It's become clear that, not only are they unwilling to stand behind their work but are now intent on insulting usI'm sure you'll agree that our expectations and requests for remedying our issues have been nothing but reasonableI don't think it's too much to ask that when you pay significant money for a product and service, that product and service will be delivered as represented and in the expert manner that was representedThat has not been our experience with this businessPursuant to our most recent conversation, please conclude my complaint with your department as "Unresolved" and I'll pursue through the CSLBI thank you for your efforts

The project was completed on August 16, There were issues with some plants which we replaced under warranty, even though some were arguably not technically a warranty conditionOur records indicate that we have returned a minimum of individual times to address issues both on and off warrantyThe only outstanding item that I am aware of is the rock that washed away due to the force of the water coming from the customer's gutter and downspout during an abnormally high flowDrainage was not included in the contractWe met with the wife and gave her our best advice on options to resolve itShe was going to speak to her husbandThere has been no reply to our offer

There is no admission of wrongdoing on any portion of the contract, however, here is our offer to settle this issue and satisfy the customer’s complaints:? ?" connect downspout at corner of house to deliver run off to nearest available existing drain line, or exit at sidewalk, whichever is least disruptive to landscape and is most efficient in labor and materials?" replace the remaining (2) Ceanothus ‘diamond heights’ with manzanita ‘emerald carpet’.? No other offer is available or inferred.? This work can be completed within business days of acceptance.? Acceptance of this offer voids all other complaints filed with the Contractors State License Board, other public and private agencies, and any litigation

I am rejecting this response because: It's clear to me both, that they have become very adept at deflectingAs well, that they have no intention of remedying our situation and so, I would simply hope that your department makes a note of this complaint in their recordIn response to theirs, I will attempt to address in the order of the sameTo use their terms, this very much is "a matter of ethics and good customer service"Ironically, they've exemplified neither in their dealings with usIrony further still, that they say, "if a customer has a concern or complaint, it is our job to check it out"Actually, as a contractor paid to deliver a product and service, it's not their "job to check it out", it's their job to FIX ITIn fact, that's all we were expecting and are currently seekingTo establish context, my request to them at the outset, was that we wanted something "with no grass and which required little to no maintenance and upkeep"For this reason, I was happy to learn that the irrigation timer that they were installing had weather and heat sensors so that we did not have to fuss with constant adjustmentsApparently, that was too high an expectation to have since within less than two weeks, plants were dying and they had to "gift" us the ($5.00) moisture meterNot quite sure what their reference to "The customer had already killed his lawn..." refers to? As for the weeds, they were not simply "right around the plant"They are relatively widespread, including in areas that are a considerable distance from any holes dug for plantingAnd, although there is weed blocker material, the weeds grow through it, which is evidence that they failed to properly strip all remaining root bed as agreed.Further, I gave them a veritable 'blank slate'In fact, when they asked me "what is your budget?", I told them that I did not have a budget in mind and instead, asked what/how they chargedThey provided an approximate dollar cost per square foot, as well as my yard's approximate sizeWe agreed and they came up with the ENTIRE design and installation plan, with our input limited to providing feedback on the plants they recommended and later, the color of the rockTherefore, their claim that "The first and best (recommendation for the washed away rock), which was offered for the first time when we initially met...They felt it was an unnecessary expense and declined it" is a Patent LieAs outlined in my correspondence with them, submitted with my initial complaint, there was NEVER ANY DISCUSSION about drainage or advice from them - the professionals - that drainage could be an issue and so, needed to be addressedIn an attempt to provide you with what we feel would be a fair resolution of this issue, I offer the following: 1) that they replace the two remaining ceanothus with the same plants that replaced the other two; 2) "connect the downspout to the existing drain line that would take the water to the street"; and, 3) provide us with a 10% refund of their Labor charges and a 5% refund of their Materials charges that we paidItem #to compensate us for the probability that the "two other larger plants that we pointed out were dying" (as mentioned in our letter to them), as well as their failure to completely and/or properly strip the root bed, which is leading to the subject weed growth

I am rejecting this response because: Their admission that they returned times, is evidence of our complaint and the issues that remainFurther, some of their visits were simply for the purpose of verifying the problemsThere were only 2-where they took remedial measuresI've attached a few photos, which are representative of the issues enumerated in our complaintPlease refer back to that complaint, in further support of this rejection(*Photos would not attachSent in email to Mr [redacted] .)

I am rejecting this response because:? Mr [redacted] , It's become clear that, not only are they unwilling to stand behind their work but are now intent on insulting usI'm sure you'll agree that our expectations and requests for remedying our issues have been nothing but reasonableI don't think it's too much to ask that when you pay significant money for a product and service, that product and service will be delivered as represented and in? the expert manner that was representedThat has not been our experience with this businessPursuant to our most recent conversation, please conclude my complaint with your department as "Unresolved" and I'll pursue through the CSLBI thank you for your efforts