Response from SHAWN'S LANDSCAPING & HARDSCAPING LLC
Hello, [member name removed]. We are very sorry that you are not happy. We are incredibly upset about this. We take our customer service very seriously, and think our personal service is one of our strong points. We are a small mom and pop in Dillsburg and this is our 19 th year in business. We have an active and lovely child who attends Dillsburg Elementary. I personally accept messages and talk to clients and prospects. I think I do a pretty good job, but occasionally I may drop the ball through the juggling of my business and parenting responsibilities. When I talk to a new prospect, I write the name down in my log and then I write a sheet up for my "Jobs to Look at File" if there is mutual interest in the scheduling of an estimate. I have reviewed my log, as well as my files, and I do not have a record of talking to you. This does not mean we didn't talk. I talk to many people each week, and my memory is not as good as it used to be. However, the unusual thing is that we do not do much work in Hanover- actually it is out of our service area for the mot part- so I think I would have remembered the conversation had I known this about you. I am wondering if perhaps you have us confused with another landscape company. There are others with similar names. If not, and we did not reach back out to you, I hope you will give us the opportunity to make things right with you and improve our internal processes so this doesn't happen again. I know I always tell folks to please contract us again if they do not hear from us, as things are very busy for us and since we run the business from our home. Occasionally, voice-mail messages are lost as it is the same phone number that rings in our house. I think if you would take a look at the other Angie's List reviews as well as the testimonials on our web-site, or if you were to call our references from our extensive reference list, many of whom we have worked for over 10 years, I think you'll see the problem you experienced is unusual for us. I am hoping that perhaps we could talk this through, via phone or e-mail to get to the bottom of this to make you happier and to be sure that if we didn't get back to you, that we improve our tracking of leads so that this doesn't happen to anyone again. I would like some more detail on the communication you had to us- whether it was via e-mail or phone and what the response back to you was. 97% of the communications are made by me, Jeanna Haring, while maybe 3% are made by my husband, Shawn Haring. I know once we actually get to the point in the point that we meet with some one face to face, we rarely forget them. Again, my sincerest apologies. I truly hope you will work with us to get to the bottom of this. Thank you for your understanding. Sincerely, Jeanna Haring, Dillsburg, PA