ComplaintsforRock and Rose Landscape

• Initial Complaint

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  While I am not able to comment on the quality of their work, I am able to comment on the professionalism of their staff. Gardeners servicing our neighbor's property were actively rude and aggressive when we asked them to move their vehicle as it was blocking access to our driveway. They refused to move their vehicle, pointing out that they were only obstructing the red zone (this allows us the turn radius required to enter and exit our driveway). Additionally, as I tried to explain the issue, one of the gardeners would turn on the leaf blower that he was holding, but not actively using, so that they couldn't hear me speaking. I'd also like to note that the gardeners regularly block our driveway, but we usually ask them to move only when we actually need access (ie. when we are leaving or arriving). As a member of the community, I expect anyone I bring into my neighborhood to treat anyone they encounter with respect. This did expectation was not met by ************

  Business response

  03/08/2022

  Responding to complaint ID: ****************** This person left us a very negative review on our ****** Business page prior to being able investigate, I responded with the following message: llo Kat, Thank you for your report. I don't know all of the details but I'd like to offer you my apology. Parking challenges have long plagued our city, and I am very sorry to learn from you here, that one of our teams responded to you so negatively. We do actively train our teams on how to deescalate such situations, but it's apparent from your report, that the training was forgotten when it was needed most. I will address this with the entire staff and ask whichever team it was, to simply apologize and hold no grudge should your paths cross again. In the meantime, we will redouble our training efforts and hope someday you can forgive us. Thanks again for letting us know. Sincerely, General Manager, ************************** After speaking with the manager in charge and the team involved I posted the following: Update: March 7 Hello Kat, Upon further inquiry and with photo evidence which our team's manager asked them to provide at the time of the confrontation, we can see that they were NOT PARKED IN YOUR DRIVEWAY AT ALL, but parked in our client's driveway, with several feet before your driveway begins, just as they were instructed to do by the owners of that driveway. It has also been brought to my attention that you have a long standing disagreement with our Client's plant choices and that you choose to lash out at our team over this, from time to time. This is very unfair and to now be so publicly vengeful here, as well as making an official complaint with the BBB, it all seems a bit out of scale and over-the-top. If you would like to discuss this in a fair and rational manner, please feel free to contact us directly. If not, I again hope that someday you can for give us. Rock & **** Landscapes I hope that this can be resolved and that this person is encouraged, to reconsider this unfair public campaign against our business Thank you, **************************

  Business response

  03/08/2022

   

  see attached

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