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ComplaintsforCommercial Grounds Maintenance
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Complaint Details
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Initial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
09/22/2021 $2,300.00 The quality of work you advertised to me as an example was not the quality of work you delivered. The Scope of work was discussed before the agreement was signed The company Refused to complete the work according to agreement we had signed before, and the material used to repair the part of driveway near garage was different than the original material. This makes the entire driveway look sloppy and incomplete In addition, it wasn't leveled properly and it looks completely different from the rest of driveway. The inconsistencies in the work are very evident. All the patches on the entire driveway were also not finished. The entire repair was done very unprofessionally and should be entirely re-done. The company Refused to resolve the problem, stating that the job was done according to the agreement we signed. He gave us a $350 credit and told us that if we won't pay for the service, he would send us to collections. Invoice # 11151 Estimate #201027Business response
10/20/2021
The customer contacted Commercial Grounds in or around June of 2021 for an estimate on Crack filling and sealcoating of his residential driveway. We supplied the estimate to the customer and he then contacted us in late July for an estimate to cut out a small portion of his driveway by his garage where the asphalt had sunk about 3 inches below the concrete floor. The customer agreed to the price for the patch and the sealcoat and the work was completed in September. The customer was present during the patch and was satisfied with the patch as I spoke with him personally at the completion of the patch. 2 coats of sealer where then applied to his drive. The following day the sales rep for the company spoke with the customer who stated he did not want to pay the bill because the drive did not look like his neighbors drive that was just completed. The sales rep informed the customer that the neighbors drive he was comparing to was a brand new asphalt drive that was fully removed and then replaced. The sales rep informed the customer that a full replacement of his drive would be around $20,000. The customer then went on to complain the new asphalt by the garage looked different than the 15 year old asphalt of the drive. The sale rep explained to him that the look is different because one is new and the other is 15 years old but after a few sealcoating the drive would look uniform again. The sale rep went through all steps of the process with the customer and he was still not satisfied so a discount on the work was given and the customer paid the bill.
As much a s we try to satisfy all of our nearly 1000 customers a year every once and a while we are unable to. We attempted to satisfy the customer but his expectations that is 15 year old drive look like a newly installed drive was not able to be accomplished. over our 19year sin business we have only had a handful of complaints that we have not been able o come to terms with the customer on.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.