Madden Landscape & Lawn Care LLC

"We are very sorry to hear that this customer was not satisfied, and we would like to share our side of the story. We planted the trees that were all in excellent condition, in the area constructed for them. Watering instructions were sent to the customer, and when they reached out to us a few weeks later about one of the trees, we explained that we do not guarantee plants as there are many variables that are beyond our control as to why a plant may not survive, and that is reflected in our pricing. If we were to offer a guarantee, the price would have been considerably higher, but we do not, and have never offered optional warranties. We returned however in good faith, and moved a tree from the end of the row, to replace the one that had died. We suggested that perhaps the trees were receiving too much water in conjunction with the rainy summer, and to decrease the amount given . When questioned about planting during the summer, we had informed the customer that as long as the plants are watered correctly , there should no issue, as planting is done all summer long. When they reached out again , in regards to the four other trees that showed stress, we informed them, that in order to provide good customer service, we would replace them at our expense, but we could not continue to do so moving forward. Our trees are never purchased from Lowes or Home depot etc., and our nurseries do not guarantee the trees purchased by contractors. If they die, we have to purchase new ones. We also suggested at that time , to wait until the fall, as it is a more forgiving season in regards to watering needs, since perhaps this was the issue. We responded to the emails from the client, and tried our best to work within their schedule. It is not always easy to commit to a specific time, especially when our work is dependent upon the weather which has been quite challenging recently. When we returned to replace the four trees, the customer asked us to plant another two that they had purchased. We agreed to do so at a very nominal fee for the cost of our labor, and customer was not happy with this request. The trees in picture have all been replaced by us. We are a reputable company where customer service is a prime concern, and we have not had an issue with this in the past."

"Thank you for your feedback and we appreciate your frustration, however, we came out to do the job within the time frame and on the day, as originally scheduled. Unfortunately, due to the fact that the tree stump had not been fully ground as anticipated by another contractor, we were unable to complete your job on that scheduled day, The customer said that he would let us know when the other contractor returned to complete their job, of which he did, and we said we would once again put them on the schedule. We also explained at that time, that it was a very busy time of the season and we would accommodate them in the best way that we could in order to complete the job as soon as possible. We had made scheduling commitments with our other clients ( as we had originally done with this customer) of which we could not break, and on two separate occasions further reworked the schedule to fit this job in . Unfortunately, we are at the mercy of Mother Nature, and weather directly affects our ability to do our work. On two occasions when we had you scheduled , we were unable to come out; once because it rained, and the second time because as a result of the rain that fell the day before, we were unable to work with the top soil that was available. We were also unaware that you had needed to be home for us to do the work, as that was not necessary on our end, and assumed that you would understand that we would not be out if it was raining. On the third attempt, we were present and working on the property, and it started to rain before we were finished. We returned once drying occurred and completed the job. We take pride in our work, and always make sure that our customers jobs are well done. In this case, it is important that the top soil we work with be sifted. smooth and workable in order for seeding to be effective and area to be leveled. We cannot control the weather, and as we have tried to convey, we cannot work with the top soil when it is wet. We are sorry that you feel that this job has not been taken care of in a timely manner, but with no uncertainty, we attempted to do everything to expedite the completion of this job."