They did not use the existing fence as reference line as per our request. When we asked them to correct the error, they just walked away with additional money we already paid.
- Approximate cost of services:
- $4,000.00
- Company Response
Dear Lily,
Thank you for bringing your concerns to our attention. We genuinely apologize for any inconvenience you experienced during your recent project with us.
At KEVCO Landscapes, customer satisfaction is our top priority. Despite any oversight regarding the property survey, we remained committed to addressing the situation. We offered to relocate the set posts and absorb half of the associated costs as a gesture of goodwill. We believe in maintaining transparent communication and finding mutually agreeable solutions to ensure the satisfaction of our valued customers.
Firstly, we'd like to address the matter of using the existing chain-link fence line as a reference. We understand the importance of adhering to our customers' requests whenever possible. However, in this particular case, the existing chain-link fence line presented challenges as it was noticeably crooked and zig-zagged, which could have compromised the integrity and aesthetics of the new installation. Our primary goal is always to ensure the highest quality outcome for our customers, and in this instance, we made a professional judgment call to proceed differently.
We also understand your frustration regarding the property survey. Despite it being clearly outlined in the contract and verbally requested, we acknowledge that obtaining the survey can sometimes be a challenging task. However, it's important to note that we made every effort to ensure compliance with the contract's requirements. Prior to commencing work, we specifically requested the property survey as outlined in the contract. Despite our request, you were unable to provide the survey, and you instructed us to proceed without it. While we understand the challenges in obtaining such documentation, we must emphasize the importance of having an accurate property survey for precise project execution, compliance with local regulations, and to mitigate any potential property line disputes in the future.
Regarding your mention of 'walking away with additional money,' it is crucial to clarify that we did not walk away from the project. After hours of attempting to resolve this matter with you, you ultimately requested that we cease work after the posts were set in. We want to emphasize that we did not walk away with additional money, as the deposit you paid does not even fully cover all of the work we have already completed, and we are kindly not pursuing to receive the rest. This includes the demolition and disposal of the old fence and retaining wall, as well as the installation of a post that remains on your property. Additionally, we had installed 8 other posts that were removed upon your request at no additional cost. Despite this situation, we remain committed to ensuring your satisfaction with our services. As a gesture of goodwill, we are willing to waive the remaining charges to resolve this matter amicably.
Your feedback is invaluable to us as we continually strive to improve our processes and customer experiences.
If you would like to discuss this matter further or explore any additional resolutions, please don't hesitate to reach out to us directly. We genuinely value your business and the opportunity to rectify any issues to your satisfaction.
Warm regards,
Kevin Vella
KEVCO Landscapes