Dear [Removed member's name], I would like to take this opportunity to go over what work we did, the time frame and responsiveness that we provided, the care that I offered pertaining to the lights, and the overall quality of the service and communications. We first met on Sept 19th to discuss what you would like to see for your yard. I took notes on the textures and plants that you enjoy and promised that I could give you a low maintenance garden that the rabbits would not find appetizing. We also looked at your paver patio that was installed by another company last year. I took notes and measurements so we could get you a detailed repair, clean-up, and sealing maintenance plan for the patio. To design a landscape according to the site analysis, client specifications, and availability of specific plants, we ask for two weeks of preparation time. The design was prepared in that timeframe and we scheduled a presentation with you for October 7th. This was rescheduled to October 14th because you were not feeling well, and I assured you that we would reserve a time to do the installation for the following week so you could be taken care of right away even though the work order approval would be delayed. When we met on the 14th, I brought pictures of the plants that were included in the design, and we walked around talking about where they would go and what they would look like in different seasons. You were excited that we were taking the time to go over everything before the project began and that we found plants that you would like. You approved half of the project, and I reworked the estimate for you on the spot while Lyndsay discussed with you the strategy for fixing up your paver patio. After approval, I went immediately to pick up plants and supplies. Since the job was now scaled down and it was easy to finish it in one day, we offered to do the job the same week on October 16th. On October 15th, you changed your mind and wanted to do the full job. We were happy to accommodate this request, I let you know that the crew would be there at 8:30 a.m. and I would go to the nursery again that morning and then meet everyone at the job with additional supplies. The crew leader had come to the estimate and the presentation with me and knew exactly what to start on while waiting for the plant materials. The first day of the job entailed weeding the front and back beds, weeding the hibiscus bed, removing sod and bricks to expand the back beds, split/transplant/remove about 20 hibiscus bushes, cut trench to install 8” deep Pro-Line edging in back beds, treating clay in the beds with lime to soften it, measuring and plotting layout and digging holes for plants, mixing compost into the base of each dug hole, placing professional-grade plastic-woven landscape fabric to protect from weeds over each of the front and back garden beds, pinning fabric in place with several hundred pins, loosening the rootball on and spraying rooting hormone on about 40 shrubs, perennials and 2 trees that we then planted. You came out several times, commenting how much you loved the plants, and asked if the job would be completed the same day. Since we had expanded the job to the front and back yards, I was not sure that we would be able to finish the same day, but it looked like we were making good time and I said it was a possibility. Later in the day, both the crew leader and I spoke with you at different times to say that we would send a worker out the following day to do the mulch. Everything was planted and in place at the end of the first of the day. When we first began digging the thistle out of the front beds, we moved the landscape lights out of the way and placed them on the mat by the front door. There are three lights on each side of the front door, placed into the ground with stakes, with the electrical cord laying at the surface of the soil. The transformer box is located to the left of the front door, and so it was extremely easy to just move the cords and lights out of the way while we were working. No disassembly was required. One light appeared to be disconnected entirely, as noted by our crew leader and lighting technician. We provided lighting wire and reconnected this light free of charge, even making a trip to Home Depot for waterproof connections. I also noticed that the wire going in front of the front step was not entirely buried into the lawn and I buried the end more to make sure a weedeater wouldn’t snag it when the lawn was getting mowed and trimmed. We put the 6 lighting stakes back in the original positions and it seemed the system was in a better condition than the way we found it. The mulching day, Friday October 17th, I came by in the afternoon to check on the completion of the job. You met me outside highly distressed that the job hadn’t been finished the first day and that there had been only one employee to mulch it. You said you never would’ve hired us if you had known that. I was surprised that this was such an issue, as we had discussed this several times already, and we had accommodated a major change to the work order for you after everything was already scheduled and purchased for the week. You informed me that the lights had not gone on the previous evening. I said we would happy to take a look at them free of charge, although we do not claim responsibility for underground utilities besides proper precautions, and it appeared that one had not been not hooked up at all. You said this was not true, they were all working, and all I wanted to do was argue. I assured you again that we would be helping you with this and that I would call my lighting technician to meet me there that very same day. He and I went through every single connection on those few front lights until 9:30 p.m. that night. One problem was that the connections to each light were loose because the wires were not properly knotted to reduce pull. We checked and reconnected every single connection so that any problem shooting was absolutely complete. At this point, 3 turned on and 3 didn’t, indicating that some bulbs were blown. You were not home at that point Friday night and I talked with you several times on Saturday morning. I offered to go get the bulbs and put them in. First you wanted me to do that. Then you called back and said you would get them. I gave you the address to a lighting supplies distributor close to your home in case Home Depot did not have them. You called back in the afternoon and said you had the bulbs but you were upset that you would have to remove a screw to install the bulbs. I offered to come out and install them, you declined. You said you would put in one bulb now and then wait until it was dark to see what happened. I encouraged you to put all three in so you would know right away that they worked and would not need to wait another day to see that they worked. You said no you would only put in one bulb and you would call me back in the evening. You called back Sunday evening saying that none of them would come on. I called to make sure you had turned the little white switch back to “On” that I had told you to turn off before changing bulbs. You did not call me back, and I instead found your response on Angie’s List. I’m not sure what else I could have done to make sure you were taken care of, or satisfied in a timely fashion, and even some of the complimentary care that I was willing to provide was turned down. You had glowed that we were providing such better service and plants than the company you had hired 10 years ago to install a complete landscape. With them, you said, you were dissatisfied with their work and decided to completely remove everything they had installed except for one tree in the lawn. With us, you said, you were entirely happy with the plants, service, and value. This is what you told me on Thursday the 16th when we were completing the installation. On Friday the 17th, when the mulch was finished, you were no longer happy, and I am sorry that this is your experience. I wish you the best and that you will find joy in the creation that I put together especially for you. It was truly nice to meet you, and I hope things get better, Janna Buck