HORTICULTURE UNLIMITED INC.

"We appreciate your good reviews and look forward to working with you again in the future!"

"Unfortunately, this customer’s review does not contain factual information, and we are glad to have a forum to respond to these false, misleading accusations. This repeat customer hired us to install 14 tons of decorative rock to match their existing rock as closely as possible. Natural materials, especially rock, vary in color, size, and shape, and also the source for mining operations changes over time as they move through the mine. There is no specific, exact match, but similar colors and general size can typically be found. We were able to match theirs very closely after comparing their rock sample with all available local source options. The homeowner verbally agreed with the match early in the installation, and only decided to complain several days after it was completely installed; after they received the bill for the work. Their sudden dissatisfaction resulted in them withholding payment for the entire project, and completely refusing to even discuss any of the numerous options we gave to remedy the situation to their liking. After spending much time (and resources) trying to satisfy them, they continued to refuse cooperation or payment. We were eventually forced to sue them for the full amount we were owed. The court ruled in OUR favor after the judge viewed the rock samples, photos of the new rock matching indistinguishably with the existing rock, and all correspondence between both parties proving that we honored the contract in full. Payment was made to us only after the court ordered them to do so. They failed to honor the agreement, so now we are being accused of poor contract procedures because we enforce them. While we try to please every customer, it is completely unacceptable for anyone to try to take advantage of small businesses. Anyone expecting thousands of dollars of free service and materials, then bashing the company with bad reviews when the dishonesty does not result in their favor, will not be tolerated. We stand by all of our work and encourage communication throughout the entire process in order to achieve the most favorable results possible. Had this customer actually been displeased when first viewing the rock, it would never have been installed. Claiming that they reluctantly had us fill their entire property with unacceptable rock merely to move it from its delivered location is completely absurd. Refusing the rock when they first saw it would have been something we could have worked with at the time, prior to the crew spending the next couple of days spreading it out around the property."

"We programmed this homeowner’s timer in April, and issues presented in September. Once notified, we made a return service visit to the property, and learned from the homeowner that the irrigation times had suddenly been varying. While such a problem would be unrelated to our programming five months earlier, we agreed to credit the cost of that return visit as a courtesy. This credit has remained on their account since 10/1. Had the customer requested it be issued as a refund, we would have promptly done so. However, we were under the impression that we would be called on again to diagnose the true problem with the irrigation. Had that been the case, the credit would have applied toward that invoice. Clearly a simple misunderstanding has taken place concerning this account credit, and a minimal amount of communication to us could have prevented this customer’s dissatisfaction. We will be contacting this customer directly to clarify this and provide the refund in the desired method. In the future, we hope that anyone receiving our services let us know their concerns in a timely manner. All of our work is guaranteed. We encourage open and direct communication with all of our customers, ensuring their fullest satisfaction, as is evidenced with many satisfied, long-standing accounts throughout our community."

"We originally met with this customer and gave a detailed proposal for initial clean-up and plant installation, then on-going maintenance to follow. We instructed the crew and supervisor of the specifics, but we later received a complaint that the work was not completed to her satisfaction, and she felt it was too expensive. The pricing had been provided up front before she agreed, so it came as a surprise to us that we then had to explain our price after the fact. However, we immediately offered to return to the property and correct any unsatisfactory portions of the work, free of charge, or provide a discount to the service that she already received. Had we been hired for regular maintenance, an additional option of correcting any issues on our following visit (by allowing more time for the initial visit) was also made available. Despite ample email communication prior to any work performed, no response was given to this offer. Our company guarantees all of its work and strives to provide the best possible service to all of our customers. In this case, a simple reply would have resulted in her choosing which method would make her most satisfied. Instead, she chose to remain dissatisfied and express this in a review. It is important to us to make readers aware that we take proactive measures to ensure customer satisfaction. If the customer chooses against our efforts to make a problem right, that is out of our control. Proudly serving southern Arizona for over three decades has allowed us the opportunity to serve many loyal customers and prove our dedication to outstanding quality. We hope this customer reconsiders our offer to make things right for her and see why we have earned such a stellar reputation in the community."

"We fully appreciated the opportunity to install your landscape, and then maintain it for over three years. It came as a surprise to us to receive your service cancellation without explanation or notice. We suspected it was due to the grub infestation that your plants experienced. Our crew quickly recognized the problem, notified management, and then we immediately contacted you via email to explain the issue and treatment options. These infestations can be devastating and even kill a plant within just a few days. Sometimes it is already too late to treat if the plant condition has begun to decline. Because these grubs are so aggressive, we felt it was important to educate you about it right away. Your business was highly valued by us. Damage done by an act of God is out of our control. However, we took every measure within our power to recognize, inform, educate, and attempt treatment based on your preferred course of action. When no response was given until a cancellation, we reached out again to you via email, to no avail. If there were any other grievances not previously addressed, this was yet another opportunity to bring them to our attention. Our good faith efforts yielded no response at all. This was an unfortunate situation since some simple communication to us could have entirely improved the outcome of this account relationship. Reviewing all of the email history on this account, it shows that our owner proactively emailed you about any landscape concerns, or responded quickly to inquiries, throughout your entire service period with us. The option to have her personally walk the property with you was presented on almost every occasion, further displaying our commitment to your satisfaction on a regular basis. We regret your departure and certainly hope that you will consider using our company again for your future landscaping services."