- Approximate cost of services:
- $120,000.00
Delays, incomplete work, and lack of communication
Japanese maple tree re-planting
Thank you for your words, clients like you make us keep our strength to continue on these crazy times. The last 2 months have been challenging, to much work + no enough labour force + logistic troubles, but we love what we are doing. We are lucky to be busy and attend lovely families like yours. More than ever we need to work together and be patient with each other, our crew is been working really hard trying to be ahead, we been doing the job of 12 with only 6 installers. I’m sure they will be glad when I show them your commentaries. Thanks Again. Mario Retes
Hi Jeanette, we are sorry if our services did not meet your expectations.
When we started the working relationship an inspection was carried out, several options were selected, which vary in price, to be within the required budget the client decided to cut the scope of the project, Vinca also authorized some direct purchases with our suppliers using our name to keep the job within the desired budget.
After the client reviewed all of the established options, she chose and signed the work order, which is maintained in our records. Our process included a site and scope review prior to any installation, the customer conducted the review with Vinca prior to installation.
At the time we finished 95% of the project, we received a call from the client about the material of the plants that we installed (yew), the complaint was addressed immediately when the client was available, we found it on the site.
Mario explained to her that the scope of work also mentioned what type of yew she signed to install, she requested to remove the installed yews and to place golden yews instead, this material was not in the specified in the scope of work and had a higher price.
Vinca denied the client's request to remove the previously approved yew trees to replace for the more expensive variety and unfortunately the client extended the conversation until a point that was very offensive, which is when Mario decided to stop the site work and remove the installed materials that were not to the satisfaction of the client.
We understand that a lot can happen in any new projects, and while Vinca Landscape put in a lot of manpower and a horticulturist to make sure the project was carried successfully before this happened we were unable to continue under the circumstances.
The client sent us an email request asking if we can break down the numbers and return the balance, Vinca sends an email using our CRM, but apparently, the information was not received, to which we apologized for the inconveniences, and when we were contacted by email Mario answered the email immediately with the required information for which we maintain records.
Vinca offers to meet on-site to conduct a site audit to clear up any misunderstandings but the customer never responded.
In any industry to reserve any job, companies require a down payment to formalize the operation, and during this time Vinca continued to work on various projects adjacent to the client’s site (neighboring properties) with no issues of this nature.
We regret the client was not satisfied and their expectations not met in regards to the materials selected and approved prior to installation and work performed on their site but we also need to maintain a respectful relationship between both parties.
We are sorry to hear about this review a year after the fact, but please know that our books and doors are open at any time for the client, let us know if you need our help.
1091 Esquimalt Avenue, West Vanouver
Thank you so much, Robert. We appreciate the review and your comments! We really enjoyed working with you, We look forward to working with you in the future.
Mario,
Vinca Landscape.
Various landscape construction projects
Thanks, Lynsey has been a pleasure to work and learn from you these years, your experience and professionalism have helped us to improve our processes.
We really appreciate your support.
Retaining Wall, Full Yard Hardscape, Irrigation & Lighting
Thank you so much for your kind words, Cam. We really appreciate you taking the time out to share your experience with us—and we agree, Our crew is truly a gem to have on our team! We count ourselves lucky for customers like you. We look forward to working with you again in the future!
"Awesome clients, awesome project" Thanks for the opportunity.
Retaining wall and fence. Electrical upgrade to garage.
Thanks for your review. We will be happy to help you again with any request.
landscaping. River rock bed and pathway. new concrete sidewalk slab
Thanks, Kelly, We really appreciate the opportunity to work with you. Good luck in your open house.