Ideal Landscaping & Irrigation Inc

Service Provider Response

We are so thankful you allowed us to build your beautiful outdoor space! Enjoy!

Service Provider Response

Mr. & Mrs. Home Owner: we appreciate your feedback. Unfortunately, we must disagree. After you threatened your lawyer, we did agree to replace this plant, and then came to find this review. For those that will read this review and our response, we would like to offer our explanation, and offer our response to your inaccuracies in the review: 1. Review the picture provided by the home owner. The plant is obviously healthy, it has close to 2 feet of new growth on it since we installed it last July. The bottom back of the plant lost some branches or leaves, I cannot tell which through the photo, but it does not require a replacement. That is why we offered to a proposal to replace. You then threatened your attorney upon us for "royalties" from projects sold from the pictures of your project. We then offered to replace the plant against our business policy, and your response was "Chris, no thanks" 2. You did not need to be the project manager, prior to commencing this project, you sent us an email that stated "I want to make sure you and the team know my wife and I are OCD when it comes to attention to detail and quality workmanship. I am sure the work from your team is excellent but please make sure the team understands in advance we are very particular about fit / finish" We understood that, and on investments of this size we appreciate the home owners being actively involved in the project, we only want to build it once. There were several trips to multiple nurseries that I texted you pictures of plants for you to approve before we purchased, after we did our initial site layout we repainted the lines for your review after we laid our base due to a concern emailed from your wife. We encouraged you to be active in ensuring that you received the project you envisioned. In addition, our team was very appreciative for the lunch that you prepared for them, and the materials that you gave to them. 3. We spoke on the phone last year after you had requested 2 trees to be replaced, I let you know that they probably had some transplant shock and would grow out of it. I still believe this one still will. 4. As per our agreement, and as is standard in the service industry, we require a 50% deposit, and the remainder due upon home owner approved completion of the project. The project was completed, we met and I reviewed the operating instructions for your lighting and irrigation system, you thanked our entire team and I requested final payment. This is standard practice. 5.You did a large project, but you are overstating the value of the project we completed for you by 17% 6.Price - we worked with you DILIGENTLY to marry beauty with budget. Our initial quote to you was higher than the final price. We negotiated with you several times to make this project happen, and I must compliment you on your ability to negotiate - you are good.. 7. Quality - your project was a feature in a national magazine. If quality was poor, I am not sure you would have been approached to have pictures taken for a national trade industry magazine. The web address for the article is: (the center picture is the project with the C quality) http://www.turf-digital.com/tbd-dec2016#&pageSet=4 Thank you for allowing us to provide this response, for those that read this response, we appreciate it. Our communication with Mr. & Mrs. Home Owner has been professional, candid and clear. Unfortunately, he did not like the answer to his warranty request, then required us to remove the pictures of his project from our social media pages, threatened to have his attorney sue us, and promised to provide his negative review "all over social media" As an organization, we believe firmly in doing the right thing. It is unfortunate that there are times that both sides don't see things the same way and it can get ugly. We appreciate any opportunity we get to serve our customers, and look forward to having the opportunity to earn your business. Sincerely, Ideal Landscaping & Irrigation

Service Provider Response

First of all, We appreciate your response, It is unfortunate that we had a mis-understanding in the proposal that we had submitted. When we received your original call regarding a problem with your irrigation system, we did our best to diagnose the problem over the phone, and to prevent a service visit to your home. Based on my phone conversation, I diagnosed that the problem could be in 1 of 3 places with the electrical parts of your irrigation system. I provided you with a proposal for these repairs, each itemized and separated to indicate ---OR--- and not as a total. We hope that you will reconsider our F grading based on this mis-understanding of the provided proposal.