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Complaint Details
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Initial Complaint
21/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sound Garden Landscape completed some work at my neighbour's home. While undertaking this work they severely damaged my new driveway. The damage occurred when they dragged equipped across my property without my permission. I was at a funeral for my grandmother and returned to this damage. After repeated promises to return to fix the damage (in June 2022 and July 2022), they have gone radio silent and are not responding. I find it concerning that a company who acts in bad faith like this has a has a A+ rating.
Business response
22/11/2022
Hello ****,
Thank you for bringing this matter up with us. In speaking with our client (your neighbor, and the last email we sent was on October 6), we were going to go look over the area in question to further sort out a solution.
To touch on why we had to cross over your property, we had one of our machines mistakenly filled with gasoline rather than diesel. It was in our client's (your neighbor) back yard, and the only solution given to us by our mechanic was to use another machine to lift and carry the affected machine out to the front yard. Had we tried to drive it out, we would have damaged our machine beyond repair. This was also a time sensitive matter, so we took decisive action to get our machine to the garage.
We did repair the area as best as possible while we were still working on our client's project, but it was brought to our attention that more needed to be done. We did have a member of our team return to re-adjust some of the repairs. At this point of the year, we would like to revisit your repair in the spring. It would be great if we could have an in-person conversation on a path forward to resolve the issue at hand.
We do like to make sure we are timely on the customer service side of our business, but have had various factors (staff health/safety mainly) affect our business operations across the board this year. While this is not an excuse for any delays in addressing this issue, I just wanted to bring this to your attention.
Thank you, and I look forward to hearing from you.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.