Rachel WW in Whitby

We have a large backyard that needed landscaping but also had a very wet lawn. The space was a virtual blank canvas save for a pool to incorporate into the plans. We opted to go with Lloyd's because we were looking for landscapers who could assist in all components of the work from drainage solutions, to yard layout to fencing. Lloyd's assured us they were experienced with all of the different work we asked to have completed and we were reassured that they were based on their many years in business. At our insistence, no work was going ahead without a detailed plan as to how the entire yard would look at completion so that there would be no surprises and anyone working on the site would have a plan to reference as needed. Lloyd's referred us to a landscape designer that they work with. Again, in the interests of continuity, we used Kimara. When we met her, we had a good idea of the type of spaces we wanted incorporated into the yard, ideas for the overall feel of the space and materials we favoured as well as a sketch we had done ourselves. Our goal using her was to pull everything together so that it was seamless and made sense structurally given the grading of the yard. Her end drawing, while listing many lovely planting options and looking nice, WAS NOT TO SCALE. Not even close, despite having been to the yard on multiple occasions. Of course, this was not discovered until the project was underway. Work on the yard was began fall 2015 and completed spring 2016. It was bothersome that after a string of nice weather, we had to contact Lloyd's to find out when work might resume on the yard. We understand that they have many years of experience and know what comes next, but communication of the timeline and when we could expect work was not forthcoming. It felt like we had to nag to get any information about our project. Because water was a major issue in our yard, much planning went into appropriate drainage systems. Before work was completed in May 2016, we expressed concerns to the workers, including Scott that water was draining from one area and creating a problem in an entirely new area. These concerns were dismissed at the time with a "wait and see" approach. Sure enough, we have a significant problem now (summer 2017). We alerted Lloyd's in January 2017 with photographs demonstrating how their drainage solution was impacting our neighbour's yard and creating a significant hazard on the sidewalk. We were told that there wasn't anything that could be done until the spring. Paul came to do a quick check of any problem areas March 2017. He then sent an invoice to "fix" the problem in April 2017. A problem that did not exist until they had done work. We asked that someone come out so we could meet and go over an itemized list of deficiencies and Ritchie finally made in early June 2017. Ritchie seemed to understand our concerns and took notes and photos of the problems that needed repairing, which as we understand it, all fall under the Lloyd's warranty (another reason we were confident using them). After waiting a month to hear from Lloyd's about a plan of action to solve the problems, we contacted them again. Paul seemed surprised by the list of problems and shocked that we would be in touch again. After explicitly outlining to him in writing the issues, we have yet to hear back. Even if they need time to come up with a solution, some acknowledgement of the concern and an assurance that they are working on it, along with a timeline as to when a response/action will take place would be welcome customer service. The feigned surprise every time they are reminded of an issue that needs to be addressed is exhausting. It happened throughout the project and when we are trying to tie up all loose ends, it is extraordinarily frustrating. In fairness to Lloyd's, we have held off reviewing them for this long to see the project through to completion. At this rate however, it looks like that could be a long time coming. Given our experience up to this point, we would hesitate to recommend them to anyone else.