Simon's Supply Company, Inc.

Initial Business Response /* (1000, 19, 2017/10/31) */
Our response to this customer's issues have been more than for any other customer in our entire history of our business, over yearsWe feel like there is nothing we will be able to do to make them happyMany of the issues that were
mentioned in the letter from them were addressed at the timeFor instance, the plants, we actually went to the nursery with them so they could choose the plantsThere is no such thing as a maintenance free plant, and they do tend to growWe tried to choose plants that would be "lower" maintenance, but the homeowner was also a part of these choices, since they were actually at the nursery choosing themWe do not warranty plants, and they were planted properlyIn addition, the homeowner planted their own tree, this may be the one that diedAs far as the pavers go, we had this discussion when we were installing themThey agreed to the type of pavers at the time, and the conversation included discussion about a paver restraintThose particular pavers are more natural looking stone and are meant to lay in a straight lineWe actually went there and straightened the few that were out of place after they complained about themBut they now look just like they are supposed to, and the paver restraint is not used with these pavers typicallyThe homeowner was shown the pavers and agreed with the appearance and liked them at the timeI never heard anything about the pissueWe place the pop-ups at the location in the yard where it will properly direct the water from the gutters into the yardSometimes they cannot be extended the full feet, and sometimes it doesn't make sense, or actually disperses the water onto the neighbors yard when they are extended too farThe customer failed to mention in the letter all the extra work we did on their lot for 2-days of grading workWe did not charge them for that machine time, and we did not even have the opportunity to provide the proper fill needed, so therefore is wasn't the best choice for fill and it also wasn't easy to grade out.They found construction companies to leave fill, and then asked us to grade it out for freeWe did this because we felt we could do them a favor, and since we had the contract to do the final landscaping, but we feel that they took advantage our our generosity and timeThe cost of grading for 2-days with our machine and laborers saved them at least $This was in addition to the typical final grading we do on projects like this
We have never had any complaints get to this level with our customersWe have always been able to address issues as they occurWe are a professional company and pride ourselves on our work, and as I said at the beginning, I don't think we could have made them happy no matter what we didWe tried
Initial Consumer Rebuttal /* (3000, 22, 2017/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All I can say about Blade Cutters response is, Wow!
In response to their comment about the plant choices: We actually went to nurseries with Gayle, and she showed us about different plants and discussed the pros and cons of each of themWe did ask for plants with as little maintenance as possible but were still open to others if we liked themWe are not naïve to think that we would not have to maintain these plants at allContrary to their statement, NONE of the plants were purchased while we were there with GayleThey were purchased at a later date, not in our presenceInitially, the only complaint we had with the plants, was the use of Russian Sage, because we specifically asked for it not to be usedWhen the plants were delivered to our house, we saw plants that we thought were Russian SageWhen we questioned Gayle about those, she assured us they were NOT Russian SageHowever, the plant description tags she left for us after the project confirmed they were in fact Russian Sage
As far as the plant warranty goes, when the plants started dying, I did call Gayle and asked about a warrantyI believe any person would do that given the fact that half of the plants we spent a lot of money on were dying in such a short period of timeGayle stated they did not offer a plant warrantyWe then found our contract which stated the same, and we accepted that answerWe did plant maple trees on our property prior to Blade Cutters starting the projectThose trees are still alive, and I'm offended that they would think I would include those in the total of the dead plantsThe plants became an issue when we started to replant the dead ones, and discovered how shallow the holes were and that they were full of clay and sand, not "twice the size of the container or root ball of each plantAlong with this the soil for each plant will be amended with proper nutrients to help the plants grow and mature," which is stated in the contractI won't quote the part of the contract that states how important this is and how other companies cut corners on thisPictures of the holes are attached to this response
The pavers and retaining wall blocks were showed to us, discussed, and agreed upon at their office long before the project was startedAt no time during our discussion were we told that a restraint would not be used, as it is still listed in the contract, which was made after the pavers and retaining wall blocks were chosenThe pavers are a standard rectangle/brick shape, with natural/tumbled top and smooth sides, so I'm not sure why a restraint can't be usedPlus, other landscape companies who quoted repairs of the paver border, stated a paver restraint should have DEFINETLY been usedBlade Cutters are the only ones who feel a restraint shouldn't be usedGayle stated they came out and straightened some of the pavers, which they may have, but we never saw themThe issue has never been that the pavers weren't straight; it was the fact that the restraint was paid for and never installedNow we're finding out from theses other companies that the proper base and weed barrier were also not installedAgain, for years Gayle promised to put the restraint in as soon as her "special crew" was availableNow conveniently, she remembers a "conversation" informing us that it would not be installed
The pop ups were another item listed a certain way in our contract and not done accordinglyAgain we are not naïve to think they would run them into our neighbor's yardA simple change of direction could have extended the lengthThe pop up we were having a major issue with is next to our garage and nowhere near someone else's propertyI was able to dig up the ground and extend the pop up an additional 10' to a total of 17' away from the down spout
The truth about the grading is that we had a large drop in our back yard that we wanted leveledBlade Cutters knew this when they gave us the original quoteGayle was the one who offered to supply the dirt for free, because as she put it, "It is a win, win for both of us." Gayle stated their company was digging out a pond at another project and needed a place to dump the fillGayle stated they get charged to dispose of extra fill, so if they have a place to put it, they won't get charged, so therefore they would not charge usThe grading was included in the contractHowever, when they stated to grade the back yard, they dropped off 4-small loads of fill, which did nothing to level the yardBlade Cutters then advised that I would need to get more fill and told me how much to getSo, I bought loads of fill and load of top soil, for $695.50, as instructedWhen, they started to spread it, again I could tell it wasn't even close to what we needed to level the yardI then had an excavator look at the yardHe delivered additional loads of fill and dropped them around the yard to make it easy to be spreadGayle quoted me a price for spreading the fillIt took them hours to spread the extra fillGayle then tried to overcharge me for the work that was doneWhen I explained to her that was not what she quoted me, she lowered the price to $I paid that bill on 8-11-and have the receipt for transaction, which I'll attach to this responseIf they want to claim it took 2-days, it is because the fill was so grossly underestimated by Blade Cutters
It took Blade Cutters over months to reply to our complaint with the Revdex.com, and then they do nothing but lie about their customersThis should show their business practicesIf you are going to make things up about your customers, you should probably make sure they don't have documentation to prove otherwiseFrom the moment we signed the contract with Blade Cutters, they have attempted to overcharge us while not supplying what they promisedThey attempted to overcharge us for sod which I pointed out to them and they corrected itThey quoted us a 25' long and 18" high retaining wall, then put one in half the sizeWhen we questioned that, Gayle tried to tell us we have to go by a computer animated illustration of the project not by the quoteWhen we told them that was unacceptable, they reluctantly made the wall what it should have been, but then charged us extra for it, which we paidThey then attempted to overcharge for the grading which again we questionedThey then audacity to call us liars, who are trying to get things for free, and people that cannot be made happyThey say they have never had complaints go this farWhen you refuse to communicate what other choices do their customers have? Their Yelp reviews sound identical to the issues we had with themWith all these issues we have had with Blade Cutters stated here and in my original complaint, again the only thing we were asking for is the repairs to the paver border

*** complaint *** *** ***We have heard back from the factory and they are willing to repair the unit under warranty.We are submitting a work order request for the repair. The repair agent should be in contact with the ***s in the near future.-- *** ***Simon's Supply
Co, Inc***

We are still awaiting a response from the manufacturer to see if they think there was any way possible that damage could have been caused in transit.However, we have attached our response in the interim