We hired Keith Bailey of Infinite Possibilities to do major hardscaping and landscaping in the front and back of our house in 2005. The initial work was acceptable, however after 2 winters the stone work on our front steps fell apart due to salt breaking down the grout (possibly the wrong grout) used to attach the steps.
We first asked him to come and fix the problem (still under guarantee) in March 2007. It took him until June to come, with him ignoring our calls for months. The few times he ever called us back, he made commitments which he never kept, and it was only by threatening litigation in September that he finally committed again to complete the work. Once again he committed to do the work by the end of October, and did in fact have the stone we had chosen in September delivered. However, once again the deadline has come and we have not had any contact from Keith.
I understand that unreliability, especially with repair work, is the nature of this business, however, Keith has taken this to the extreme and it looks like we will have to take him to court for the costs of having someone else do the work.
UPDATE: He did finally arrange to have the work done, but the whole experience was excruciating.
- Approximate cost of services:
- $20,000.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Dear MB,
I want to extend my sincerest apologies for the difficulties you've experienced with the hardscaping and landscaping services provided by Infinite Possibilities in the past. My name is Alex, and in late 2019, my cousin Rob and I took over the company with a strong commitment to rectifying any past grievances and building a foundation of trust and excellence with our clients.
Your detailed account of the service issues dating back to 2005, and the subsequent challenges in getting the necessary repair work completed, is concerning and does not align with the values and customer service standards we have instituted since assuming control of the business. We now perform spring inspections on every project and schedule repairs right away.
We understand that the trust placed in us by our clients is paramount, and it is clear that in your case, the company did not live up to the promises made. For this, we are truly sorry. Although the events took place more than a decade before our tenure, we take full responsibility for all past interactions and are dedicated to making amends.
I would like to personally address and resolve any lingering issues from the work completed on your property. We are also keen to demonstrate the improvements in reliability, craftsmanship, and customer service we have implemented over the last few years.
Could we arrange a meeting or a call to discuss this matter further at your convenience? Your feedback is invaluable to us as it helps us improve and ensure such situations are not repeated.
Thank you for your patience and for bringing your experience to our attention. While I know this may be too little too late, I remain hopeful I will have the chance to speak with you and to find a path to a resolution.
Sincerely,
Alex Zalewski,
Infinite Possibilities, Owner