"The owner sent an itemized [Member Information Removed] detailing every step of the proposed job. This customer told us on [Member Information Removed] few occasions "[Member Information Removed] don't care what was in the [Member Information Removed] want this done" as she kept trying to add additional items to the [Member Information Removed] that were never discussed. We are very transparent [Member Information Removed] our quoting process to ensure mutual understanding of the proposed job. This customer kept taking pictures of the job before it was completed and insisting that we were planning on leaving the job [Member Information Removed] "mess" which was not the case. This customer thanked us on multiple occasions and told us how we are the only "polite" landscapers she has ever met and did not understand why other landscape companies she contacted never submitted [Member Information Removed] bid. We treat every customer [Member Information Removed] respect although we were not treated [Member Information Removed] the same since the first time we met for the [Member Information Removed]. We brought [Member Information Removed] plant specialist in to work [Member Information Removed] the customer to find out which plants she wanted. After agreeing to [Member Information Removed] plant design she moved plants around on [Member Information Removed] few occasions, and wanted certain ones returned and other ones brought in. Once we planted her requested changes she was upset and wanted the original ones planted and told the supervisor that he has [Member Information Removed] bad memory although it was submitted in [Member Information Removed] bid and every step of the job was typed out and discussed. Once we completed the new plantings she asked us if we could do [Member Information Removed] concrete edging and we refused to do any more work for this customer because she was refusing to pay for the work that was already completed and continually verbally attacked our crew members. We politely advised her that there are many companies who [Member Information Removed] do the concrete edging and she responded that she hates all landscapers and doesn't want to deal [Member Information Removed] any besides us. We strive to make every customer happy, and the other members of the household continually thanked us, but in this situation the satisfaction for this individual was out of our control."

"We apologize about not being able to get out to your property on the Monday and Tuesday we were expecting to get out there. The owner called back Wednesday morning to explain and apologize for the delay as he was on a landscape install job until dusk both of those days, and at the time was dealing directly with the phones and the jobs. We hired a full time office person to better coordinate and communicate with customers to ensure quality customer service."