Sancen Outside Services, LLC

"Sancen Outside Services, LLC was contracted to provide the following services, as reflected in the signed invoice (#1886): • Install mulch in the front of the property and along the fence line in the backyard. • Install river rock inside the existing pond. • Grind down and remove tree stumps in the front of the property. The client is requesting a full refund of $3,200, citing dissatisfaction with weed growth and pond work. We respectfully disagree with this request for the following reasons: 1. Scope of Work Completed in Full • All contracted services were completed as outlined in the invoice. Mulch was installed in the requested areas, tree stumps were removed, and rock was installed in the pond. • Payment was made in full after services were completed, indicating client acknowledgment of the work performed. 2. Fabric Installation Misunderstanding • The client is dissatisfied that landscape fabric was not installed beneath the mulch. • Our company policy and standard practice is to use landscape fabric when installing ROCK, not mulch. This was explained to the homeowner prior to work beginning. Mulch installation does not typically include fabric, as mulch decomposes and requires refreshing regardless. 3. Additional Services Declined by Client • We explained to the homeowner and her husband that weeds would still need to be addressed with ongoing maintenance and/or additional services (such as chemical treatment or installing river rock instead of mulch.) • They declined additional cost services for weed control but were advised on proper care moving forward. 4. Courtesy Work Provided Beyond Contract • We performed additional pond work as a courtesy and at no extra charge, which went beyond the contracted invoice. • The client was fully aware of the scope and limitations of this courtesy service. 5. Unjustified Refund Demand • The request for a full refund does not align with the work performed, which was completed as contracted. • The dissatisfaction stems from expectations outside of the agreed-upon scope of services. ⸻ Business Position: We stand by the quality and completion of our work per the signed invoice. While we empathize with the client’s concerns, the request for a full refund is not justified. Our company has already gone above and beyond the agreed scope, and the services performed were completed in full. We respectfully request that this complaint be closed without refund, as the work was completed per agreement and documented."