Austin Drainage + Landscape Development

"At the time Mr. [Member Name Removed] s project was complete it was our standard practice to send the same crew (or a portion of it) back to a project, if tweaks were requested by a client. We did this because those crew members were most knowledgeable about the project/property, and so that our Team Members learned directly from client feedback. We feel that it is more impactful for our Team Members to make adjustments to the work they personally performed. Unfortunately, this often meant that clients had to wait for that crew to finish the project they were currently working on before we could return to the property to make the requested adjustments. While we still try to get original members of the crew to make tweaks when requested, we have made some changes to this practice that allows for faster response times. With regard to Mr. [Member Name Removed]'s comment specifically, our records indicate that his requested tweaks included a desire for additional gravel and the loss of a drain cover after a heavy rain event. These drain covers are designed to pop off during heavy rain events if the flow of water through the system exceeds that of which is allowed to flow through the drain grate, increasing the flow rate of the system. When this occurs it is not uncommon for the cover to be swept away to another portion of the yard, or down the street. In most cases you can simply recover the grate and replace it on the drain pipe after a storm. However, in Mr. [Member Name Removed]'s case it was lost. While replacement of this type of drain cover ($5 - $20 depending on size) is generally considered standard homeowners maintenance, and not a warranty issue, ADLD replaced the drain cover at no cost and secured it to the pipe to prevent future loss. Mr. [Member Name Removed] was unhappy with the solution. After some discussion ADLD also offered to provide Mr. [Member Name Removed] with additional gravel at no cost, but he refused the offer stating he had already paid someone to install it. Please note, the installed drainage system operates as intended and has resolved the drainage concerns ADLD was originally hired to address. We take pride in the fact that our company operates with integrity. We stand by our work, and do our best to remediate any questions or concerns expressed by our clients, especially after installation. We are truly saddened by the fact that we could not make Mr. [Member Name Removed] completely satisfied with some aspects of his finished project."

"We are truly sorry for the communication delays, and the inconvenience you experienced. We strive to provide excellent customer service, and your description of events does not meet the customer service goals we set for ourselves. While we in no way want to minimize your experience, we would like to explain that your appointment occurred during the largest business surge in our over 30 year history. In the year of 2015 Austin experienced 2 major flood events; May 23rd/24th, and October 30th. The May/Memorial Day floods caused at least 1000 people in the central Texas area to flee their homes while sections of I35 were submerged under water. Additionally, Lake Travis rose 2 ft in less than 12 hours and several parts of downtown Austin were flooded leaving thousands of people without power. Less than 6 months later another devastating flood occurred at the end of October in what may have been the most intense rainstorm ever recorded in Austin, as Mayor Lee Leffingwell declared a local state of disaster. These events created an unprecedented demand for our Drainage Services. Austin Drainage + Landscape Development cares deeply about the Austin community and recognized these were unusual and very scary moments for thousands of residents. As a result, we focused our resources to assist customers with drainage issues, especially those who experienced water penetration into their homes. It appears that as a result of the strain these events put on our staff, we did not communicate with you as well as we would have liked, and we offer our sincerest apologies."