Complete Yard Care by RG

It appears Ms [redacted] does not accept that her gate falling off her wall is not our faultWe are 100% confident that the problem was caused by either poor installation ofthe gate (not being properly anchored) or it just being oldEither way, we refuse to be held accountable for merely opening someone's gate so that we can provide contracted services As I stated in my earlier reply, ifwe cause damage to a customer's property we choose to pay to fix itWe refuse to do so in this case since we didn't do anything wrongThe example I would use is if we were to knock on Ms [redacted] 's front door and the door fell off its hinges, should we be held accountable for that or would everyone agree that something was wrong with the door before we arrived? I assume any rational person would blame the issue on the door not the people who knocked on itI assume the same when we open a gate & it falls offthe wallAgain, our recollection is that it was falling offthe wall before we even arrived -but whether it was or not is irrelevant since either way it's obviously not OUf fault If I understand the last paragraph in Ms [redacted] 's reply, it is that if we don't wish to pay for repairs, she will accept our admission that we are not accountable for negligence insteadI really wish we could take that option since it would be a very easy pathUnfortunately it's not true as we do indeed take responsibility for negligenceThe problem is that since 95% of other landscapers don't take responsibility for anything, it's already hard enough for us to compete without also taking responsibility for problems we know we didn't cause So, while [almost wish this was a problem that we did cause since then we could take responsibility and everyone would be happy, unfortunately it's very clear to us that we didn 't cause the damage so we can't help in this case To address a couple of the other paragraphs in Ms [redacted] 's reply: We have again included the copies of the contract that Ms [redacted] didn't receive with the previous replyPlease let us know if they aren't received this timeMs [redacted] seems concerned that we didn't reply to her emails when Patricia returned from vacation but we had already received the Revdex.com complaint before she returned from the day vacation (during which, no, she didn't check her emails) Thanks Yours, [redacted] *** Owner, Complete Yard Care by RG, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not accept this as a resolution for the following reasons:
- On the date of service (March 3, 2014), the gate was properly secured to the wall
If the gate is used correctly, there would be no issueIt appears that the gate was pushed in, instead of pulled outPushing the gate is improper use
- We emailed more than one email address in an attempt to solve this issue (a general *** address and Ms***'s address)We received no response from either address by the date we requestedWe didn't receive an "out-of-office" reply eitherWe didn't receive a response to our attempt to resolve from the company until we contacted the Revdex.com. The company then contacted us directly to state that our service has been canceled and they will be dealing with this matter through the Revdex.com
- There is no copy of a contract with the sections stated (section and the last paragraph in section 2) attached to their response nor could we find this section on there website
In an attempt to promote better business relationships between our community and local businesses, we hold ourselves accountable for any issues that may arise from our own negligenceSuch as damaged hoses and other equipment left in the path of yard workers when performing their service. That being so we did not seek any compensation from such damage that did occur
We also did not seek compensation from damage that occurred to our sprinkler system drip lines, from being cut by yard workersWe simply repaired those ourselves
Yet the damage to our gate is not a simple, nor inexpensive repair. As stated, we would expect local businesses to be more accountable for their negligence as we are. If this is something we should not expect from this company, we will be glad to resolve this issue with them stating that, rather than them reimbursing for gate repairs
Regards,
*** ***

It appears Ms. [redacted] does not accept that her gate falling off her wall is not our fault. We are 100% confident that the problem was caused by either poor installation ofthe gate (not being properly anchored) or it just being old. Either way, we refuse to be held 
accountable for merely opening someone's gate so that we can provide contracted services. 
As I stated in my earlier reply, ifwe cause damage to a customer's property we choose to pay to fix it. We refuse to do so in this case since we didn't do anything wrong. The example I would use is if we were to knock on Ms. [redacted]'s front door and the door fell off its hinges, should we be held accountable for that or would everyone agree that something was wrong with the door before we arrived? I assume any rational person would blame the issue on the door not the people who knocked on it. I assume the same when we open a gate & it falls offthe wall. Again, our recollection is that it was falling offthe wall before we even arrived -but whether it 
was or not is irrelevant since either way it's obviously not OUf fault. 
If I understand the last paragraph in Ms. [redacted]'s reply, it is that if we don't wish to pay for repairs, she will accept our admission that we are not accountable for negligence instead. I really wish we could take that option since it would be a very easy path. Unfortunately it's not true as we do indeed take responsibility for negligence. The problem is that since 95% of other landscapers don't take responsibility for anything, it's already hard enough for us to compete without also taking responsibility for problems we 
know we didn't cause. 
So, while [almost wish this was a problem that we did cause since then we could take responsibility and everyone would be happy, 
unfortunately it's very clear to us that we didn 't cause the damage so we can't help in this case. 
To address a couple of the other paragraphs in Ms. [redacted]'s reply: We have again included the copies of the contract that Ms. [redacted] didn't receive with the previous reply. Please let us know if they aren't received this time. Ms. [redacted] seems concerned that we didn't reply to her emails when Patricia returned from vacation but we had already received the Revdex.com complaint before she returned from the 3 day vacation (during which, no, she didn't check her emails). 
Thanks. 
Yours, 
 
[redacted] Owner, Complete Yard Care by RG, LLC

We are

saddened thai our maintenance customer has felt the need 10 contact you about this

mau.:r. We...

at Complete Yard Care work very bard to keep our customers happy.

The issue presented by Ms. [redacted] is that her gate has

pulled out from where it was attached 10 the wall. We have a few thoughts: 1) Ms. [redacted] bas our sympathy.

We know how frustrating it is when our houses have problems and things break.

We wish this were a situation wbere we could be more helpful.

2)     Since we just open & close

gates, it is our belieftbat the gate fell offthe wall due to normal wear & tear or possibly due to improper installation. There is nothing we do that would

have caused this damage.

3)   Ms. [redacted]

seems concerned that we have given 3 different answers. The fIrst crew member

we asked didn't feel there was a problem as they were able to go through the

gate. We have many customers with old gates or difficult. When we dug further

with other team· members, we found that the gate was indeed fulling offthe wall and

as they

recall, it had been for a while. As I say,

that is not uncommon.

4)   Another

concern seems to be

that we didn't respond to her follow up concerns

to our initial responses within the 3days required by her. We apologize but the

person she emailed was on vacation during those 3 days. We had ofcourse

communicated twice before that.

5)     On the

original contract (copy attached), our liability is limited. Please refer to section 9 and the last

paragraph in section 2.

6)   Finaily,

despite our limited liability, we at Complete Yard Care are often bappy to

reimburse customers for damage that we might have caused -such as broken

glass that

might have been caused by a flying rock or

a sprinkler

that we might have stepped on. However since we are confident that there is nothing we could have done to cause this

problem we offered a $25 credit just as a goodwill gesture.

It is our strong opinion that we

did nothing to cause Ms. [redacted]'s gate to pull out

from her wall. Even ifit were to bave

pulled out of the wall as we opened it we would feel that that we are not

liable since we were merely using it as intended SO it's failure mustbe due

to age or installation. Our recollection is that it bad been pulling out for

some time but that doesn't change the fact that wbether it fell out of the wall

on 3/3

or on an earlier date, we shouldn't

be responsible for merely using the gate.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept this as a resolution for the following reasons:

- On the date of service (March 3, 2014), the gate was properly secured to the wall.

If the gate is used correctly, there would be no issue. It appears that the gate was pushed in, instead of pulled out. Pushing the gate is improper use.

- We emailed more than one email address in an attempt to solve this issue (a general [redacted] address and Ms. [redacted]'s address). We received no response from either address by the date we requested. We didn't receive an "out-of-office" reply either. We didn't receive a response to our attempt to resolve from the company until we contacted the Revdex.com.  The company then contacted us directly to state that our service has been canceled and they will be dealing with this matter through the Revdex.com.

- There is no copy of a contract with the sections stated (section 9 and the last paragraph in section 2)  attached to their response nor could we find this section on there website.

In an attempt to promote better business relationships between our community and local businesses, we hold ourselves accountable for any issues that may arise from our own negligence. Such as damaged hoses and other equipment left in the path of yard workers when performing their service.  That being so we did not seek any compensation from such damage that did occur.

We also did not seek compensation from damage that occurred to our sprinkler system drip lines, from being cut by yard workers. We simply repaired those ourselves.

Yet the damage to our gate is not a simple, nor inexpensive repair.  As stated, we would expect local businesses to be more accountable for their negligence as we are.  If this is something we should not expect from this company, we will be glad to resolve this issue with them stating that, rather than them reimbursing for gate repairs.

Regards,

It appears Ms. [redacted] does not accept that her gate falling off her wall is not our fault. We are 100% confident that the problem was caused by either poor installation ofthe gate (not being properly anchored) or it just being old. Either way, we refuse to be held 

accountable for merely opening someone's gate so that we can provide contracted services. 

As I stated in my earlier reply, ifwe cause damage to a customer's property we choose to pay to fix it. We refuse to do so in this case since we didn't do anything wrong. The example I would use is if we were to knock on Ms. [redacted]'s front door and the door fell off its hinges, should we be held accountable for that or would everyone agree that something was wrong with the door before we arrived? I assume any rational person would blame the issue on the door not the people who knocked on it. I assume the same when we open a gate & it falls offthe wall. Again, our recollection is that it was falling offthe wall before we even arrived -but whether it 

was or not is irrelevant since either way it's obviously not OUf fault. 

If I understand the last paragraph in Ms. [redacted]'s reply, it is that if we don't wish to pay for repairs, she will accept our admission that we are not accountable for negligence instead. I really wish we could take that option since it would be a very easy path. Unfortunately it's not true as we do indeed take responsibility for negligence. The problem is that since 95% of other landscapers don't take responsibility for anything, it's already hard enough for us to compete without also taking responsibility for problems we 

know we didn't cause. 

So, while [almost wish this was a problem that we did cause since then we could take responsibility and everyone would be happy, 

unfortunately it's very clear to us that we didn 't cause the damage so we can't help in this case. 

To address a couple of the other paragraphs in Ms. [redacted]'s reply: We have again included the copies of the contract that Ms. [redacted] didn't receive with the previous reply. Please let us know if they aren't received this time. Ms. [redacted] seems concerned that we didn't reply to her emails when Patricia returned from vacation but we had already received the Revdex.com complaint before she returned from the 3 day vacation (during which, no, she didn't check her emails). 

Thanks. 

Yours, 

 

[redacted] Owner, Complete Yard Care by RG, LLC