EXECUTIVE LAWN CARE OF KINGWOOD

"We strive to provide the best service and keep our over 400 customers happy and satisfied. We have been blessed to have had a gigantic bump in the number of our mowing customers, and we are constantly trying to arrange the mowing routes so that each and every customer receives the best care. There are times that a crew will be delayed for various reasons and we will have to bump a customer to the next day. The only circumstance where this may be inconvenient is when the customer's normal mow is on a Friday because our crews do not work on Saturday; we then move that mow to the first thing on Monday morning. We regret that this is unacceptable to this client. We truly do try to make everyone happy, but as life will teach you, as hard as you try you can not make everyone happy 100% of the time."

"We are sorry to hear that you were unhappy with the sprinkler work. We actually do not provide estimates, and we tell customers that when you call to schedule a repair. It is $90 charge to send the crew of 2 technicians, and that charge covers their labor for the 1st hour. We then charge $90 per hour pro-rated from the 2nd hour on as well as for materials used. We also stand 100% by any work we do, and if someone would have called and said there was a problem with the repair, then we would have sent the crew back to you free of cost. However, we never heard a word that there was a problem. The repair was done July 15, 2013. On September 24, 2013 your wife called and left a message saying that the cost was higher than the estimate and that she will pay when you received your next paycheck, which would be in 1 week. I called her back the same day and left her a message explaining that we did not give estimates and how we charge for repairs and that we are willing to work with her on a payment plan if necessary. We never heard back so a certified letter was mailed at the beginning of October 2013. The certified letter started that we want to do everything to settle the account and explained how we do not like to sue our customers. On October 30, 2013 we received the certified letter back unopened and per protocol we submitted the court paperwork to sue for non-payment. Finally on January 27, 2014 your wife called and asked to settle out of court, and we happily agreed. She paid the cost of the repair so we immediately dropped the lawsuit for non payment. We at ELC value our customers and strive to do anything we can, within reason, to satisfy every one who uses our service. I reiterate that we stand by our work and if we would have known there was a problem we would have fixed it at no additional cost."

"[member name removed], I cannot tell you how sorry I am about your experience with us. I wish I had a reason for this happening, but I don't. I looked at your account and your phone call was directed to Nathan and our pool manager to look into trying to provide both pool and lawn services on the same day. I see where they discussed it back and forth between them on your account, but we failed to get that information back to you, and again, I'm very sorry. I completely understand you not wanting to do business with us after this experience, but if there ever is anything you need, we'd love the opportunity to make it up to you. Please contact me (Allison) directly at 281-359-4044 if there is anything I can do for you."

"This review isn't accurate, and I'll quote emails [member name removed] to ELC which show that we weren't trespassing on his property, and that he was expecting us to do work at his house. Mr. [member name removed] got $500.00 worth of work for free. We even discounted the price to an amount that he said he would pay, then he still refused. His email after we did the small job at his house: -------------------------------------------------------------------------------------- From: [member name removed] To: "ELC Operations Management, LLC" Cc: [member name removed] Sent: Saturday, June 2, 2012 8:26 AM Subject: PROJECT IS INCOMPLETE Mr. Houston I was under the impression that the job was not finished so I was expecting a crew to come back out and finish the job. Then yesterday (June 1st, 2012) I received an invoice by e-mail so based on this fact that you have sent me an invoice then I am writing this e-mail to you and your company to say that the job is not in compliance with the agreement. Mr. Houston you could have followed up with me with a phone call to ask me is every thing OK but instead I receive a bill sent to me by e-mail. -------------------------------------------------------------------- We refused to send another crew back out until he (Mr. [member name removed]) was there to supervise our crew so there was no misunderstanding on what was expected. We attempted to go back, but couldn't reach Mr. [member name removed]. He would not return our managers phone call. --------------------------------------------------------- From: [member name removed][] Sent: Wednesday, June 06, 2012 7:05 AM To: "ELC Operations Management, LLC" Cc: [member name removed] Subject: PROJECT IS STILL INCOMPLETE (6-6-2012) Mr. Houston: I did receive your call that you made from your office asking me to call you on your cell phone. If you had any plans on taking care of the problem that I have clearly outlined in the previous e-mail and I took the time to send you pictures of the problems that I had then based on all of this is there really anything for you and I to talk about over the phone? ----------------------------------------------------- Mr. [member name removed]offered this to settle the matter: "To close this thing out and for me to find someone else to complete the job I am willing to pay E.L.C. $225.00 for the job that was done and if you accept this offer then your acceptance can be shown by sending me an invoice for the amount of $225.00. " We emailed him a new invoice with the amount reduced to exactly what he said he was willing to pay. We wanted to close the matter as easily as possible. We tried unsuccessfully to collect the amount that Mr. [member name removed]suggested for months. He never paid, so eventually we did further our attempts to collect. He counter-sued us when we were just trying to collect what he agreed to pay. We dropped it, and wrote off the amount that he owed."