- Approximate cost of services:
- $25,000.00
- Company Response
First and foremost, we never obtained a contract or had an agreement with this client to do a job for $125,000. She is clearly confusing her original contractor with our company which only begins to highlight the misstatements and unorganized behaviour of this client.
We deal with hundreds of extremely satisfied clients every year that follow our instructions and maintain their landscaping which leaves their property immaculate and pristine.
We are disappointed to have to respond to this testimony but are left with no choice to protect the brand and reputation of our company that we have proudly built over the last 20 years serving thousands of satisfied customers.
Now to specifically address the allegations made. On numerous occasions we had lengthy discussions on which stone would best suit her needs. Unfortunately, this particular client not only chose to ignore our sage advice but in fact chose not to maintain the more vulnerable stone she selected. The primary issue with the deterioration of her stone is the use of large quantities of rock salt during the winter which decays the stone and let's in moisture making the problem more perverse.When contracted to redo her landscaping work we suggested a durable stone that could better withstand the rock salt frequently used during the winter months. The client elected not to take our experienced advice and insisted on using a stone she had used in her last home as she found it more appealing despite the concerns we highlighted to her concerning its lack of durability and having presented multiple stones that suited her needs.
This contract was signed 7 years ago and we attained an agreement to finished the job within her requested timeline. We continually met the requests of the client ongoing and throughout the job. All our work has been done up to spec and has been able to attain its reputation because of the time we take to do each job with precision and accuracy in order to meet guidelines. We have since fixed the job 2 times throughout the agreed warranty period of 2 years due to extensive rock salt corrosion used by the client against our recommendations for this type of stone at the request of the client. The client made it clear she wasn't willing to spend $9.00 on the bag of ice melter and or calcium product vs $3.00 for the rock salt after numerous warnings of the affects it would have. Furthermore we made certain any additional requests were met throughout the crucial 2 year period after the original completion of our company install.
To acknowledge her accusation of someone yelling at her it saddens me to even have to defend that kind of accusation. I do not and have not ever spoken to any client in that manner and to be accused of such an act is shocking. In fact I continually went and listen to my client and make sure they are happy,that's why we have the same clients for years that keep returning. Clearly after 7 years We can't keep going back to do free labour. The client claimed if I wouldn't continue to go she would ruin our reputation. I again in fact did go but at some point I indicated maintenance is key for any patio especially after 7 years. Weeds are usually done by the home owner 7 years later as well as a seasonal wash, sand and seal in order to help prevent corrosion and weeds. I hope this brings clarity to my client and gives them peace in knowing we continue to reach out through any channel necessary to meet any concerns.--
Regards,Gary Massa