Scottish Gardener 2019

Initial Business Response /(1000, 5, 2018/08/15) */
I just returned from 5 weeks away. I lost my brother to cancer and it took a while to deal with affairs. we built a rundle patio and were asked to make some changes. I ageed. We were asked to put in larger rock around support pillars, we did. They paid 50 % of balance till that was done . Tyler (husband) and I spoke and he said he would leave balance of paymnet at reception. I drove out and he had forgot. his wife who also works there was angery that I had come there for cheque. I tried to explain. I just left' husband called next day and said he would bring me the cheque. He did I thought all was wee. The rock that was left was to be used in phase 2 this year. They knew that. My cell only does talk/text. Had they called my phone I would have talked. My crew is 30 miles n. of cochrane on 9 week job. If there is an issue with polymer sand We will correct it.Not grout or mortar. I will not deal with insults. I always treated them with respect. If a job is paid in full for there must of been some happiness. Why was I not called in early spring for poymer issue. If they call I will correct any issue. My cell is always on. I find in the last ten years things have changed drasticall the way people respond to things but I realize you can try your best and I guess after having 350 clients happy we do something right. I could go on but I won't. Thankyou.

Initial Consumer Rebuttal /(3000, 7, 2018/08/16) */
(The consumer indicated he/she did not accept the response from the business.)
Hi Jim,

In order to make other consumers aware of the situation I will indulge you, although I just want the patio fixed and that's why I came here, you weren't getting back to me on email or voicemail.

I emailed you initially June 6 (more than 2 months ago) this was a mode of communication with you last year + I figured you would act on it as you had before the job was complete and paid, you did not. I gave you the benefit of doubt and waited nearly 2 months for a reply. It never came so I called July 26, the number on your website/google. I do not store the cell phone numbers of contractors who work at my house, I call the numbers they have publicly listed. Even if I did, I got a new phone and everything was deleted.

I am not going to get into the matter of you beckoning me at my employment, I think consumers would understand why I potentially could have been angry about this.

Yes you have left rock here for a year, and we agreed on this, and yes it has destroyed my lawn (something you also told me you would fix) however, no you did not clean up the brick rock and we have finally had it taken away. I do have photos from before it was taken.

Nobody ever insulted you, I have no idea why you said that, we have both tried to be civil in our dealings with you and your company. I am pretty angry about the polymer because since I left this complaint I have noticed the half full bag sitting on the patio (left there by your crew) that clearly states it should not exceed 1 inch (however there are large gaps, much larger than 1 inch).

And to answer your question, we had a baby and my father passed away tragically this spring, making my time at my home very limited. I returned June 4 and tried to contact you 2 days later. I am not in the spirits to be arguing with you over last years story. I want the patio fixed. It has shifted over the winter as well as the issues with the polymer and we would like to have a candid discussion about how this is going to work over the next 4 years of our warranty.

If you could act on my email from June 6 or voicemail from July 26 that is all that I want. I would like you to come here, see what the work looks like today and let me know if you're satisfied with it staying that way. Because if my family company was on the line, there is no way I would leave it like this. I would like to tell a good story about my interaction with your company and how you made it right rather than people coming over and telling us how ugly the patio is and how they would not hesitate to act in a much greater way than I have.

In business, it's not about doing it perfect the first time, it's about making it right when there is a problem. This is when a company has an opportunity to make a name for themselves. I hope that you will make it right.

Here is my original email, for your reference:

On Wed, Jun 6, 2018 at 1:09 PM, Korri *** wrote:
Hi Jim,

I have noticed a few things over the winter with the patio. Can we please schedule a time for you to come by to discuss? I am home now with the baby so anytime works for me.

Korri

Final Consumer Response /(3000, 15, 2018/09/26) */
(The consumer indicated he/she did not accept the response from the business.)
I have contacted Jim once again to come out and address these issues. At this point in time I am unsatisfied with the customer service I have received. Blame it on my generation or the computer I deserve to be treated much better for the amount of money we paid and the quality of product/service we received. I expect this to be a fight to the end of the 5 years but I hope it can be resolved without further escalation. I have attached photos of my patio today, not even 1 year after work was done.

Final Business Response /(4000, 21, 2018/10/17) */
Hi, we are going out fri. a.m. to look at issue and we will stand behind our work. I have spoken with Korri and assured her weather permitting we will address issue. Regards Jim