Hi Jennifer,
I do apologize for the lack of communication and inconsistency on our end during the first provincial Covid-19 lockdown when this was all underway a year after completion
With that being said I find the review really discredits the time we did take- the complementary design, the layout and innovation and overall installation practice.
April 2020 was a very challenging month as Landscaping was deemed non-essential work during the pandemic lockdown. Plants were shut down and this is why we couldn't get new stones. Most of our staff were laid off and was limited not by choice but by law.
As well, I have attached our terms of our contract. Which for warranty states:
"(2) year warranty commences on the project completion date and includes sagging, shifting, displacement as a result of installation error. Regular wear and tear or damages incurred by Client (such as broken stones) are not included in the warranty."
The plants were not included, nor was re mulching the entire garden, but we did this for the benefit of your home sale. Over $1500 of free work was complete
It feels like a buyer beware was to be used for that advantage of hurting our company, yet when listing the home the words "Landscaping to Perfection" were used as a benefit. I simply don't understand the correlation.
Or why the review was made October 29th 2020. That was 15months after the project was complete, as well months after the home was sold.
I understand the frustration and again I do apologize. I at least wanted to reach out and express our side as these items do affect us greatly. Our objective was to do an innovative and high quality landscape which we believe was delivered.
Our clients satisfaction is very important to us as most of our projects are referral based. We honor all requests for repairs and there are very few clients who have reached out with concerns. It is evident that your natural stone had been salted during the winter months which impacts the integrity of the stone and the mortar acting as the glue to adhere it to the concrete landing. This is why we advise our clients not to use hard salt on their landings. However, we still sent our team members to repair as promised. No other issues had been shared ahead of this visit and we asked our team to look around while they were there and address anything else visible.
Communication has been a focus of ours and we pride ourselves on our current response times and follow ups with our clients. As new businesses start up there are often bumps in the road and we appreciate your feedback to help us get better.
We were originally contacted to quote your entire front and backyard project and even provided you with a design free of charge. When you decided to go with another contractor we respectfully wished you all the best with your project. You contacted us again in early spring asking us to complete a portion of the project. We accepted even though we were much busier at this time and we were upfront with you regarding the earliest start date.
We apologize for being unable to adjust the start date to an earlier time to coordinate with other business trades you had scheduled, however provided the very rainy spring it was unfeasible as it would require us to push back clients who had booked their projects ahead of you. When you decided to cancel our services based on this we immediately refunded your deposit in full, even though it was non-refundable, as we truly want all of our clients to be satisfied to the best of our ability.