ComplaintsforCreative Exteriors, LLC

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Creative Exteriors in December of 2021 on the date of 12/21/21 and also gave then a $100 deposit for the work to be done in the spring. The work agreed upon was to bring in topsoil to flatten a large portion of the backyard so we could install a playscape, and to do landscaping plantings around our home. I was told in December that they would call me about a month before the work was to begin so we could discuss anything else needed, or if I had any questions of them before the work began. On April 12, 2022, I ended up reaching out to Creative Exteriors (CE) because I hadn't heard from them yet for the work to be started. I was then told at that time, "oh, they would begin work at my home in about 2 weeks". I was surprised I had not received a call yet about this, but at the time I was okay with the timeframe. The work began the week of May 2nd, completed May 7th. During the work being done, I had to reach out to CE because they weren't communicating with me very clearly on when I could expect the work to be completed. While they were here at my home I did question the person in charge about the "flat area" in my backyard that didn't look flat. I was told if you look at it from a certain area, it is flat, and you need to have run off. Once the work was done I was told to keep watering everything, week 1-every day, week 2-every other day and for the rest of this summer, at least 2 times per week and more if really dry. I was also told that after 1 month, i would definitely have grass. After 2 weeks I began seeing brown on 3 of the plantings, and called and was told to just keep watering and to buy a liquid fertilizer and put that on the 3 plantings. After 1 month, there was still 95% dirt in the new "grass" area, and after calling and speaking with multiple people and someone even coming to my home to look, I was told, "Just keep watering". We called 1 more time in June and expressed out dissatisfaction, with no result.

  

  Business response

  08/08/2022

  Dear BBB Representative,
    In response to Mrs. ********* letter to the Better Business Bureau, I would like to give a brief description of the actual events
  that led to this letter.  Over the winter months, we did receive a message to quote a new lawn area and the leveling of a playscape
  area on a very steep slope.  Also, we were asked to look at other plant material, planted by others, including a Maple tree that
  had been planted many years ago (by others), along with some new plantings.  We provided a quote for all proposed work,
  and upon election, we scheduled this work to begin at the appropriate time.  The plantings and lawn work were completed by
  the first week of May.  While completing a project, we send an advance copy of our Limited Guarantee letter which includes
  watering instructions.  We advise and encourage clients to reach out to our office with any questions they may have regarding
  their project.  This project was no different, with an email correspondence sent on May 7th, 2022 advising Mrs. ******* not to
  hesitate about talking to our staff.
    After 23 days, our office received a phone call to evaluate the lawn and plantings, both of which we came out and told
  Mrs. ******* that the soils seemed very dry.  We came out again a couple weeks later on a Saturday morning to overseed and
  added an additional boost of starter fertilizer, also to evaluate the planted trees.  We actually stopped by a few days later and
  found no sprinklers, and the soils were completely dry.  Mrs. ******* called our office approximately 5 weeks ago and said that
  she hired another landscaper to do the overseeding.  We went to this site last week only to find no sprinklers and only 
  approximately 50% of the seeded areas had germinated.  I'm sure that Mrs. ******* tried to water at the beginning of the new 
  seeding, but as she explained to our office twice, "that it was quite overwhelming".  Our lawn installation crew has documented 
  five visits to the site. One visit to do the initial installation of seed, fertilizer and lime, one visit to do the overseeding and fertilizing
  and three others to evaluate.
    It is very clear to me that this property has been seeded 3 times and still has only 50% germination and some struggling plants.
  I have gone to 2 additional sites to evaluate seedings during the same timeframe with the same soil and seed batch and both
  these properties have nearly 100% germination.  We have been in the landscape business for nearly 30 years and seed
  approximately up to 100 properties a year.  We have incredible results using a Lesco Site One seed mix, starter fertilizer
  and pelletized lime.  I actually called Mrs. ******* last week on Friday 8/5/22, to suggest that we try and come out one more
  time and slit seed this Fall at our expense, providing she rescinds the letter to the BBB and promises to water. At that time we will 
  advise her and demonstrate exactly how to water.  A quality grass seed primarily needs good soil and watering to germinate.  
  Once you start watering, you cannot skip days until you get full germination.  My guess is that there were many days missed
  in the watering process and I have several employees who live a short distance away that did not see much evidence of watering.  
    As of 8/8/2022 Mrs. ******* has responded to my phone call from Friday.  Our office is in discussions with Mrs. Faraday,
  as I have offered to come out one more time at no expense to her.  At this time, we will also address any questions or concerns 
  in regards to the playscape area.
    We will do our best to remedy this situation, and I have scheduled a meeting at the end of today to work this out, so both
  parties can be satisfied.  
    Please note that our office has always responded to Mrs. ******* in a timely fashion, after every phone call and email sent
  to our office.  Upon every inquiry, we have done our due diligence as a company to provide exceptional customer service.
  
  Thank you,
    Jim G***** & Creative Exteriors, LLC
  
  

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