ComplaintsforEncore Design & Landscape

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came to our home and cut and destroyed our outside shrubs. We were not home at the time but gave them on home video. We DID NOT hire anyone to trim our shrubs. I contacted the company about the destruction of our shrubs. They have refused to discuss the problem or make restitution for their mistake.

  Business response

  07/19/2023

  The homeowner and I have worked out the situation at hand.  My guys had trimmed several shrubs of theirs by mistake.  It was a similar address to the actual place we were to go to.  The homeowners were not home at the time, so we did not have any communication with them.  
  When my guys arrived at the correct address, we discussed what had happened and they said they trimmed several shrubs and cleaned and removed the debris.  I had asked if they let the homeowner in, but unfortunately they were not home.  My guys assured me that the shrubs were nicely trimmed, and everything was cleaned up.   
  
  A neighbor to the complainant was actually so impressed with my guy's work that they asked for our information to help them with future projects.  Through this contact is how the homeowner got my information.
  
  When the homeowner contacted me and expressed their annoyance with what took place, I assured them that we would make right whatever was wrong.  
  I was leaving for vacation the next day, so I had asked if it would be ok with them if we met the following week.  I said I would call them either Monday or Tuesday of the following week.  I had contacted the homeowner the following Tuesday as I had stated I would do to set a time to meet.  The homeowner, thinking that I was not going to stand by my word, had contacted you before my call on Tuesday.
  
  The homeowner and I eventually met that week and they explained to me how we altered the shape of two shrubs in particular.  They were training these two shrubs to have more of a pyramid shape and we removed some of the top leaders, which slightly altered the shape.  The homeowner asked if I would replace these two shrubs, which I offered to do.  
  Through this process of finding new shrubs the homeowner and I agreed that the best option was to keep what was there and that I would trim the bushes in such a way to help train them to be pyramids in shape.
  
  There was a weeping maple tree that I had lightly trimmed to help make the shape more acceptable to the customer.  After trimming the shrubs I left with a small bucket of trimmings.  
  
  The homeowner also requested I purchase them a gift certificate to their favorite restaurant, which I obliged to do.
  
  The homeowner and I worked out this situation and feel there are no further issues at hand.

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