Response from JBa Land Management, LLC
Our Project Manager met with this customer on a Tuesday and inadvertently was not clear in setting a schedule for service. He told this customer they would be coming "next Thursday" by which he meant Thursday of the following week. The customer took this to mean the Thursday two days after their meeting. Our apologies for that confusion. That Thursday we did receive a particularly nasty phone call asking where our men were and we did attempt to clear things up at that time. The following week we did have her on the scheduled and called her in the afternoon to let her know we were on our way (our Project Manager was driving the crew that day as their regular driver had an emergency and needed to pick up a family member from the hospital). Our Project Manager called many times that day but was unable to reach the customer as her voice mail box was full and would not take additional messages. He followed up by attempting to send here a text message although he was not sure whether her number was a mobile number or not. We did offer at that time, because we had been unsuccessful in reaching her, to come the following day and do an additional two hours of labor at no extra charge to her. After not hearing back they began to head to her home to see if they could complete the work that day. The customer very shortly called back and asked how we could possibly complete 8 hours of labor as it was already 4:00 in the afternoon. We explained that with 4 men on the crew that day they should be done by 6:00. She followed up by calling our Project Manager a liar and stating that landscape companies NEVER work that late. Which is incorrect, we routinely work until 7:00 PM and occasionally work until the sun goes down. This customer instructed us not to come even though we were never instructed as to a specific time frame in which the work needed to be completed. At this point the customer began to yell very rudely at our Project Manager and he instructed her to request a refund from Angie's List as we did not want to work with her any further. When our Project Manager met this customer for the first time she shared that she had recently gone through 5 different landscapers. We should have seen that this was probably a sign that she may be difficult to work with, as that did turn out to be the case. We apologize for the bad experience both she and our Project Manager had trying to get this work completed. We realize that we are not the right landscaping company for every single customer, sometimes, for whatever reason, we are just not the right fit but will always do our due diligence to try and complete the work requested and/or find a resolution to any problems.