Rock Water Farm, Inc.

Review: I have several problems with this company

1) failure to provide itemized bill for over 4 months,

2) failure to respond to emails/answer questions

3) failure to cancel service when I've had enough with this company

4) failure to stop charging for services that were not performed and after cancellation date.

5) they have been continuously adding a late fee for unpaid and not performed services after cancellation date

6) they have damaged my brand new playground equipment and ignore my emails when I ask them to repair it.Desired Settlement: I demand that the playground equipment is repaired (to my satisfaction) or replaced with the same new equipment (or equivalent of the price I paid for it in $$)

I demand all the late fees charges removed

I demand all the charges for services not performed removed from the bill

Business

Response:

Hi [redacted]

Thank you for bringing [redacted]'s concerns to our attention. I would like to address a few items that are not in agreement with our records and I will follow them in the same order that they are listed in the complaint,

1. Failure to provide itemized statements.

a. Each month our system (CLIP) automatically emails an itemized statement for every maintenance service that was performed on the property. This is how the total balance due is created.

2. Failure to respond to emails/answer questions.

a. I went into the server personally and searched all email correspondence between [redacted] and my employee [redacted]. Two emails existed in the inbox. Looking further into what happened with the emails, it was discovered that [redacted]'s email address was not listed in our "safe senders" folder. Once I added it to that, some of the emails then populated with a virgin signature, never to have been opened or received. Those that did populate were only those sent as a reply to my employee's email where he made contact. [redacted] called on September 10, 2013 and got voicemail. He then emailed her that same day to explain a charge for additional work instead of leaving a voicemail. When we did a small planting for [redacted], she had our crew do additional work for her and that was not free.

3. Failure to cancel service.

a. Service was cancelled and confirmed. The lawn was cut one additional time at no charge. It was cut because the crew noticed it not on the timesheet and thought it was an error, proceeding then to cut it in an effort not to have an upset customer. We noticed it written on the timesheet and informed them that the property was no longer on the schedule. From then, the property was not cut again.

4. Failure to stop charging for services that were not performed and after cancellation date.

a. Our system (CUP) automatically does invoicing for us. The system does not show that additional cut in its history. That does not say that it wasn't corrected after the system generated an invoice.

5. Continuously adding a late fee for unpaid and not performed services after the cancelation date.

a. There are late fees because there was a lawn mowing service performed on August 28, 2013 that has not been paid for. That balance is $30. Fees are then charged monthly for all unpaid balances. Total fees, for two months, are $20 ($10 per month) and rising.

6. Damage to playground equipment.

a. Attached are photos of this claimed damage. The play set is in the middle of the lawn with grass growing up around it, like many other play sets or how a fence may run along the boundary of someone's property. The damage is merely markings from the string trimmer and is nothing unusual. Damage would be better labeled as broken parts, which is not what has occurred. Notice on the steps where children climb that the paint is also missing from their shoes as they go up and down. Both are matters of wear and I would question just how "brand new" this play set is, as we do not know when "brand new" was but we figure it's a year old. If the homeowner will provide a matching paint, i'm happy to have it touched up for them from the marks that our trimmers caused and those of shoes climbing the steps. 1 will not provide the paint, so not to be told we got the wrong product. There is an amount of wear to be expected from both maintenance and use of the play set. It’s like buying a new car, washing it, and expecting no marks. Occasionally, you must wax and detail the car. The same applies to items outside in the elements. A solution would be to create a mulched area around the play set and eliminate all grass.

7. Talked to Company

a. These are in fact dates that correspond with emails. We have no record in our phone system, nor recollection of any conversation. Additionally, my direct number is attached to every invoice should any of our customers wish to speak with me directly about any matter, good or bad, and bypass my employees. I have never spoken with or had any communication with [redacted] personally. This also applies to my office.

8. Repair or replacement of playground equipment

a. Again, I'm happy to touch up the paint and this is a reasonable request. Replacement of playground equipment simply is not reasonable.

9. Removal of late fees and charges.

a. It is reasonable to remove late fees. The charge for the mowing service that was performed prior to cancelation does stand. I will give until January 31st for that to be paid or all late fees will be added back and the account placed in default. Payment for that service must be received prior to any touching up of the paint. Failure to pay by January 31st will also cancel my offer to touch up the paint. The balance for the mowing service, less the late fees, is $30. Checks should be made payable to Rock Water Farm and the address is below.

Note:

It is unfortunate that a simple situation became much larger than it should have. I run a successful and honest business and I stand behind my employees. Yes, there was a lack of communication, but we were not even aware of it because the emails were never seen until now (spam folder). It is not reasonable for my company to lose a customer over a $5 can of paint, nor to consume each other's time over a $30 service by dealing with it in this way. I am happy to work with [redacted], so long as it is in a reasonable and professional manner. I'm sorry for her trouble and for taking your time to address this matter. I can be reached directly, as always, at ###-###-####.

Best,

Rock Water Farm