Pacific Coast Landscaping

"This customer contracted with Pacific Coast Landscaping to perform some miscellaneous landscaping items on 10/10/2013. At this time was notified of the start and completion date for her project(October 28,2013 - November 8, 2013). It is centered on the front page of this customers signed contract. Meanwhile, She requested us to add a tree removal to the project and wanted it to be performed prior to us beginning her main project. We agreed and told her we would notify her as soon as we could move our schedule around to accommodate her. This customer was notified by phone and email on the previous Wednesday(Oct. 23,2013) that we would be showing up on Friday (October 25, 2013) to remove her tree, but because of our busy schedule, it would not be completed until the following Monday because it was a 2 day project.. She responded by both e-mail and phone that that would be acceptable. Not only was she notified prior to us showing up, she was called, while we were on site by my General Manager/Salesperson, to double check that removing the tree was OK and that we were removing the correct tree. She verified the tree and was told again that we wouldn't be back until Monday to complete the tree removal, stump grinding, as well as continue on with the original contracted project previously scheduled. She was in full agreement to proceed, understanding that the tree would not be completely removed and cleaned up until after the weekend the following Monday. If this was unacceptable, we could have just waited until Monday to begin the entire project including the tree removal. This was never mentioned. Maybe she was unaware of the amount of mess, branches and leaves that were going to be left behind over the weekend. If that was the case, then I'm sorry we didn't explain this to her more thoroughly. Saturday she left a message on our office answering voicemail system and was very upset that we hadn't completed the tree removal and that she was going to have to hire someone else to complete the job. She has told us not to come back even though we were willing to honor our agreement and commitment and doing what we had said we would do. We had 2 weeks blocked off our schedule to complete her project. We wished she could have waited until Monday for us to come back and do what we said we would do, when we said we would do it. We were never given a chance to help her or make this right. This posting of her complaint was done before she even contacted us. I have provided professional landscaping service for over 35 years. We have always been based out of Fullerton and have successfully serviced thousands of clients in the North Orange County area with dependable and quality landscaping service. Our customers are always grateful that we have integrity and that the success of their project, their level of satisfaction and the beautiful and resourceful solutions to their concerns are our top priority. To date This customer has not responded to my request to come back and continue with her project. I'm at a loss as to what's going on, what happened and why? I see no way we could have been more proactive in our Contracting Procedures and Customer Notification methods. I'm sorry we did not meet her expectations, but will continue to do the best possible job for each and every client. All of us here at Pacific Coast Landscaping wish her the best in getting her project completed. Every customer is important to us. David F. Nelson, Owner CA State License #749708"