"[member name removed] was kept in the loop when his proposal was in the stage of presenting. Unfortunately during that phase the two designers he had met with were fired for embezzlement. The big set back on his proposal was that there was no way to draw or design it. It was basically a walk through and modifying his existing plantings. Tear this out and add a plant here and there. Since it was a vast area no design could be drawn. So I contacted [member name removed] and offered to decline on the proposal due to the nature of it and the firing of his designers. Or he could have the option to meet with another designer and start over since most of the proposal was in verbal form. Even though he had other quotes from other companies he requested to meet with another Design One designer to go over things. Meeting took place , proposal was completed and work was done. And yes there were a pocket of plants that undersized due to availability at the time. I informed the designer to put an additional number of plants in to off set the void at no charge. Job was completed and paid for. We do not get final payment until the customer does a walk through with the designer to approve payment. As to warranty issues, [member name removed] did send me a couple emails about replacements. Again without having a set design it was unclear of what he needed replaced. A meeting was set for a manager and [member name removed] to review. This was turned over to a manager and I trusted that it was handled. A list was compiled of what was needed. Work was completed. I do not recall several phone calls but I must take [member name removed] word for that. Was never aware of any additional requests after the initial replacement was done. Was told it was handled several times by the manager in charge. My error in not affording a phone call to [member name removed]. I expect our staff to handle all issues expeditiously. I will watch closer. Follow up on warranty issues is the most important phase of our business. Two weeks of work that was impressive can be drowned out by not replacing two or three dead plants. That is our free advertisement and I do not take it lightly and share this with my staff."

"With the upswing of the economy we experienced a back log of designs for new clients as well as returning customers. Unfortunately the spring time can sometimes bottle neck before you know it. We had a very late interest due to the late spring and then calls came in all at once. We try and accommodate customers as fast as we can. Unfortunately in this case the overloaded designer passed this design off to an associate to expedite the potential clients needs. Sometimes even out best effort does not fit into every ones expectations. We try our best to be realistic in time frames. Missed meetings without a phone call is totally not acceptable. This I was unaware of. It looks as though it was a lost customer and we will learn from that."

"States that [Member Name] sued Design One. He did not and never implied that he was going to. He did call in the spring time about a couple plants( perennials ) that he thought had died over the winter. In talking to the designer, she assured me that these were late to come up due to the cold spring. I passed that on to [Member Name] and ask that he give them a couple more weeks to see if they grew back. I never heard from him so I would think that what the designer told him was true."