Premier Landscape Supplies INC

Service Provider Response

I am writing in response to the complaint filed by [member name removed]. To begin [member name removed] contacted my office and spoke with my office manager Deborah Lawhorn and requested my return call to schedule an appointment. I am the landscape designer and sales representative with the company as well as the chief executive officer. I returned her call in the order it was received and she explained to me the issues she had with a prior contractor that recently worked for her. We discussed the issues and then she asked if I would be willing to come to her residence in Rising Sun, Indiana. She told me that she had contacted numerous contractors that declined on traveling that far. In order to meet her needs I said I would drive to her residence and scheduled the appointment to meet with her. She was so appreciated and very thankful for my response and willingness to travel that far. My company is based on the Westside of Cincinnati and her location was outside of my work range for the volume or extent of the project we initially discussed but I wanted to make her happy and fix the issues she had with the prior contractor. My goal was not only provide a service for her but also to reassure her that there are contractors that do the work as contracted to meet the clients needs. Upon meeting both her and her husband thanked me again for coming all the out to their residence to meet. We discussed the issue of transplanting trees that were recently installed in the wrong locations by a prior contractor as well as other small work items she provided a list for. We discussed the entire list of things she wanted as well as her “wish list”. We discussed the different work and me being a designer, I offered ideas and solutions to things they wanted accomplished. They were very impressed and liked my suggestions. It was then that I explained to her my work load. I was scheduled already but in order to meet [member name removed] needs I told her I would extend the start time to my other clients that had contracted work well before her and already scheduled. I explained to her it would be 2-3 weeks after she agreed to the estimate I submitted and paid the deposit as outlined in the estimate. During our initial meeting I presented my business card to her and informed like I do with all my clients that I am out of my office most of the time. My business cell number is on my card and that is the best way to contact me. She did email me and we did discuss the project. I put together an estimate which outlined all of the various small projects they were interested in and mailed and emailed them a copy. [member name removed] and her husband did visit my retail center and I did happen to be there. I typically work by appointment like most other businesses operate. I do have a busy schedule with long hours. My office manager handles my calls and schedule for me like most businesses operate. I discussed the project and showed them some of the materials that would be used as well as the materials that needed to be ordered. [member name removed] requested a Yoshino cherry tree that she wanted since she was a little girl. I informed her I would try and locate one for her. They agreed to the work and made a down payment. I called several commercial nurseries and located the tree for [member name removed]. I had an employee of mine travel quite a distance to not only purchase but pick up her tree. Most clients don’t realize all the work and effort that goes into each project from clerical work, coordinating materials, scheduling and installation. This time of year we are at Mother Nature’s mercy. [member name removed] did make revisions as well as changing the gravel option. That was not a problem at all and I told her not to worry. It created additional clerical work but not a problem. She did call and request that she wanted an additional evergreen tree moved and transplanted and I did talk to her and discussed the work. She informed me she would pay for the additional work. I explained to her that would be a problem either. Once we began work at her property we would move the additional tree as well and we would add the work to her invoice. All in an attempt to meet [member name removed] needs and to provide her with the service she expected. [member name removed] did show up to my office and there weren’t any personnel present. There are times we are closed temporarily for running errands such as bank deposits, dropping of mail at the post office and picking up office supplies or materials for projects, making scheduled deliveries or working on contracted projects themselves. Typical things that is required for a business to function properly on a day to day basis. Once my employee Dan Re arrived he spoke with [member name removed] and he explained to her I was out of town on business. She insisted on speaking with me. To appease [member name removed] he called me while I was in a meeting with a potential commercial client in St. Louis. My work does take me to other cities such as St. Louis, Missouri, Cleveland, Ohio and Evansville, Indiana to name a few for large residential and commercial projects. I did talk to [member name removed] to discuss her project. I explained to her she was next on the list weather pending and that I finally located her tree she requested. I have always been polite to [member name removed] and so has my office manager Deborah Lawhorn as well as my employees. Once again it is hard to plan work with the recent snow and rain we are having. In our industry for every day of inclement weather it puts our schedule off by three days. Trying to keep up and meet our client’s needs is challenging at times but we always have managed and always will. On November 17, 2014, being the coldest day of the year to date with snow on the ground. I as well as my foreman for the project Doug Colvin traveled to [member name removed] residence to go over the project and discuss the work. We were preparing to complete the work as soon as the weather broke and the snow melted in order to meet [member name removed] needs. While discussing the project [member name removed] opened her door and verbally lashed out at not only me but my foeman. She asked who we were and what we were doing on her property. I tried to explain to her who we were and what we were doing there. She didn’t even recognize me as the person she contracted the work with. I was wearing company clothing with my logo present on both my attire as well as my foreman’s work attire. We even arrived in the same vehicle as my initial appointment with her and her husband. She requested we leave her property immediately. Both myself as well as my foreman were both in shock and confused as to her behavior when we only there to evaluate the work to be done. We honored her request and while leaving she instructed me in a vicious way how she was filing a complaint with the BBB and not to come back. We left the property completely confused as to what just happened. As soon as I returned to my office with my foreman and my supervisor present I contacted the BBB and being pro active discussed the issue we were just involved in. The BBB representative informed me that the issue wasn’t valid for a formal complaint and would be noted. I was informed by the BBB representative not to worry about it. That ultimately helped relieve the stressful morning and dismiss the confusion. Later that day I received a complaint notice from the BBB stating [member name removed] had filed a complaint. Once again found myself as well as my foreman, supervisor and now office manager completely shocked and confused. I have been in business since 1992 and am very proud of my work and professionalism as a contractor. I am also proud of my A+ rating with the BBB. I as well as my company have always strived to do the right thing and have always treated our customers with respect and have always resolved any issues. My rating and complaint history proves this with the 22 years of outstanding service to our clients. I am still willing to proceed with honoring the contract as agreed upon. I am professional and this is something that can be resolved. In fact the project for [member name removed] would have been completed by now well within the 2-3 week time frame I promised her accounting for the snow and rain days. I would still be interested in performing the work to meet my client’s needs. I find it unfortunately if [member name removed] would prefer us not to do the work. I have always honored my work as a business man and followed through no matter the circumstances. It is the right thing to do and that is what reflects our rating and strong desire from my clients to work with my company. They know I am nice, reasonable in price and honor my word which I have shown [member name removed] or she would have never agreed upon the work. I now feel that there our issues with the BBB and issues with [member name removed] that need to be resolved in a professional and honorable manor. If [member name removed] would prefer to not proceed with the contracted work due to her lack of trust which is not valid in my opinion I would honor a partial refund to her deposit. I have taken valuable time to locate and purchase a tree for her as well as other materials for her project all in an attempt to complete her project. In closing, I find it quite confusing that a client that solicited my impeccable services and then agrees to the contract has the authority to dictate when or if they want the work accomplished when all I was trying to do was clean up other contractor’s mistakes and meet her needs. I have always prided myself as well as my business in doing the right thing and have succeeded with countless clients before. Sincerely, Robert W. Martini Landscape Designer & CEO