POYNTER LANDSCAPE HORTICULTURAL SERVICES

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very complicated process because it is entirely enclosed yet outside. their work is fabulous. they laid stone in sand on top of the old ruined patio. it is quite large and complicated. meanders through gardens. their work is stunning. the staff professional, timely, kept the job site spotless.

The wall they designed and built, and only two weeks after it was built, it started to bulge.  Dispite offering a warranty, they are not backing up the warranty.  I contracted for a straight wall to be built.  They will not hire a structural engineer to verify their bulging wall is safe, nor are they willing the correct the wall and make it straight.  
$15,450.00 spent, and I am stuck with a crooked wall. Poynter is not willing to come and correct the issue, nor are they willing to have an engineer (outside or internal) meet with me to assess and provide documentation regarding the wall's structural integrity.   Instead Poynter is trying to point fingers at me, and the contractors that have been in the back yard, rather than fixing the issue, or putting to rest my fears.  My neighbor, one house down has a similar wall, from another company, which is straight as an arrow with no issues, and I used the same sod and fence company.  Now weeks after the construction of the wall I have received a disclaimer stating any machinery being used for any work in the yard in the future would need to be kept a minimum of 10 ft. from the wall and that I needed to notify them 7 days in advance of doing any work in my yard, to insure my warranty. This disclaimer, with its constraints and criteria were never shared before the wall build started or at its completion.  Only now that I have a problem did I get this information.  Poynter used this opportunity to better position themselves with the disclaimer and to shift blame. Poynter was aware in advance of the work scheduled to be completed in our yard after their completion of the wall because; 1.) The fence and trees were on their plan. 2.) At wall completion, Poynter stated that the builder will do the final grade, because the builder was completing the sod, even though I had contracted for Poynter to do the final grade.  3.) During the construction, I experienced weather and permit delays and I explained that these delays were holding up the other activities that were on their plan.
The details follow:     
I hired Poynter to create a landscape/hardscape plan and build a retaining wall for my newly constructed home. The plan was designed to allow us to add sections of the plan over time, all starting with the building of a retaining wall to level the yard to allow for a space with trees, shrubs, and sod that could be fenced off for the kids and dog, and room for apool to be installed in a few years.  I  decided to use Poynter for the retaining wall, (even though they were $2000 more expensive than their competitor, who was also highly rated) because they designed the plan and had a"warranty" 
I noticed a few weeks after the wall completed, and lots of heavy rains, that my fencing was all bent, and that the wall was bowed for a large portion of the wall, and was obviously moving and the fence with it.  
Poynter sent their wall expert out to look at it. Poynter?s expert stated that the wall was still structurally sound,  although it had clearly moved it would not fall down.  He was so confident that he verbally offered me an extended 5-year warranty.  I preferred for the wall to be corrected, so I requested verbally and in writing that the wall should be realigned.
About a week later I contacted Poynter again, and demanded they come and inspect the wall again, as there was continued movement. This time Richard Poynter looked at the wall and was extremely argumentative, and insulting.  He stated there was nothing wrong with the wall, and my expectations were too high for the wall to stay straight.  He also said the wall was sound and if I did not believe him I could engage an engineer on my own dime to prove it. My response was that  I did not think I should have to spend even more money, and I would expect them to refer an independent engineer and pay for the engagement. I also asked if the engineer confirmed it was sound, that Poynter fix the top course of bricks, which would correct the appearance of the bulge. 
More time went by, and Poynter sent an email to me saying they needed to provide the engineer the contact information of everyone
that had worked in my yard. I stated that I did not believe that this was required but if they have the engineer contact me I will answer any questions he has (as an independent assessment) and put him in contact with my contractors, if needed. Poynter then stalled telling me they were working on engaging an engineer to look at the wall and would get back to me.
Time went by again, and no action was taken, but I received a registered letter.   Poynter used the time not to engage an engineer, like they had stated, but to send the registered letter.  The letter required that I turn over the contact information of everyone that has worked in my yard, and contained the 5-year extension for the warranty for the wall, BUT it also included a disclaimer.  The disclaimer stated that any machinery being used for any work in the yard in the future would need to be kept a minimum of 10 ft. from the wall and that I needed to notify them 7 days in advance of doing any work in my yard, to insure my warranty.  This disclaimer with its constraints and criteria was never documented nor was it verbally communicated before the wall build started or even at the wall?s completion.  
Poynter used this opportunity to better position themselves with the disclaimer and to shift blame for the bulge in their wallto other contractors because of;  

1. The installation of trees. (not anywhere remotely near the bulge in the wall.)
2. The manual digging of fence posts.
3. The final grading/ sod work.

Poynter was aware all of these activities because;

1. These actives were on their plan.
2. Poynter stated that I should wait for the builder to do the final grade instead of them completing the final grade.
3. I  communicated with them that their delays in completing the wall, due to weather and permit issues,  were holding up these activities.  

Months later and $15,450.00 spent I have a wall that looks like I built it myself on a long weekend, and no action from Poynter to
rectify. What is most disturbing, is that it seems they spent more time fighting me, than it would have taken for an engineer to inspect it, and/or fix the appearance by replacing the top course of stones. Now I am sadly left in the situation of having to get a structural engineer, at my own cost, to assess the safety of the wall and also to try to get other wall contractors to give me
a  bid to come and repair Poynter's wall.  The only silver lining was that my fence guy came right back and spent a whole day re installing my crooked fence (due to the sinking and bulging wall) at no cost to correct it, telling me a happy customer and word of mouth is key to this business.  Obviously not everybody lives by this fair credo of business!
 
 
 

Bob and Ross and (really everyone) were just great to work with on the plans and helping me with all the choices and options I had. I didnt relize how much everything had to fit together between the patio, the drainage the seating arrangment around the fireplace but they helped me get it all figured out and really made sure I knew all my choices.
 
The crew didnt just come one day and started digging but came days before with the Landscape Architect to review everything, mark all the underground lines do a basic layout for me to see and give me the phone numbers of who to talk to durring the construction process.
The building part was reasonably seemless with good comunication between the supervisor, the Architect and me.  Even when we had a small problem with the tree placement they were quick to talk to me about it and get it resolved, and no more standing water in the back.  
It turned out sooo cool and we allready are using the outdoor fireplace. I cant beileve how it trasformed myyard into living space.
 Good People, Good Design, cant wait to redo the fornt yard

They did a great job.

Skimped on some items and built a poor water feature. Design was mediocre. Expected more for the price tag.

I liked some of the things they did, but there was one thing they did not consult me about. The landscaping around the gate was not what I preferred. We had some trouble with them coming back to replace some plants that had died. We needed to make a few more phone calls than desired to get them to come back.

The project manager, Bob Wilhelm, was extremely professional, thoughtful and responsive to any of our concerns. The project went rapidly at first, was interrupted by bad weather, but then got back on track. The workers were considerate of our neighbors and protected our lawn (and repaired the places they disturbed). The final product is amazing. The workmanship is very high and the excellent design makes the backyard beautiful to be in. When a huge rain a few weeks after they finished the project caused erosion of the base under some of the stones, they came out and repaired it without argument. And the problem hasn't come back. (We have recommended this company to friends and they report similar positive experiences.) The final cost was exactly what was quoted despite some surprises they had with where the gutter drainage pipes were and some small increases in the number of stones needed to make the wall. We would gladly use this company again.

When they came to do the work, they worked quickly and completed the job in several hours. Everyone from foreman to crew are courteous and professional. They had to come back to add rock and trim a tree, and it felt like a long time past before they got back to take care of that, but this was a pretty small job, so I imagine we wound up relatively low on the priority list. I haven't comparison shopped to know if anyone else is cheaper, but it did shock me how much this work cost. Nevertheless, I think this company is top-notch: real artists, and very professional too.

I love the job they did. It is beautiful! I just love being outdoors in my yard and taking in the lovely work that was done. They are a very professional company and pay great attention to detail. This was a very exciting and creative project that I'm glad that we invested in.

I love the job they did. It is beautiful! I just love being outdoors in my yard and taking in the lovely work that was done. They are a very professional company and pay great attention to detail. This was a very exciting and creative project that I'm glad that we invested in.

Our trees are looking healthy because of the deep root feed. Poynter did a good job planting our trees as well as maintaining them. If something is not right, they will make it right.

DON KASDEN RUNS THE LANDSCAPE MAINTENANCE DEPARTMENT, AND DOES AN EXCELLENT JOB. VERY PROFESSIONAL, PAYS ATTENTION TO DETAILS, FOLLOWS THROUGH ON ALL WORK, GUARANTEES WORK, MEETS COMMITMENTS. THEY ARE A LITTLE PRICEY BUT WELL WORTH IT.

DON KASDEN WAS, AS ALWAYS, VERY EASY TO WORK WITH, AND HAD A LOT OF GOOD IDEAS. WE WORKED WITH HIM IN THE PAST WHEN HE WAS WITH ANOTHER COMPANY. THEY SEEM TO BE A BIT PRICEY BUT THE WORK IS GOOD. THE ONLY COMPLAINT IS THAT THE WORKERS LEFT WITHOUT LEAVING ANY INFORMATION ON HOW TO MAINTAIN THE AREA. I RECEIVED THAT INFORMATION ABOUT A WEEK LATER IN THE MAIL.

THE DESIGN AND PRESENTATION WERE TIMELY AND OF GOOD TASTE. INSTALLATION WAS ON SCHEDULE. REPAIR TO DAMAGED SPRINKLER LINE WAS HANDLED TIMELY. COULD IMPROVE ON REPLACEMENT OF PLANTS THAT DON'T SURVIVE.