Response from Groff Landscape Design LLC
, I'm so sorry that we did not give you the high level customer experience standards that we try to hold ourselves too. Communication is key and we went back and looked at all of the emails to see where the disconnect occurred. On November 3rd, Sean sent you an email with a sketch and an estimate that was developed based on your initial meeting. You are correct, we were WAY over your budget. Having said that, at this point in the design phase what we were looking for was feedback from you so that we could continue to develop and tweak your plan in order to get into your budget range while taking care of as many portions of your project as possible. What we sent you was meant to be a starting point. Oftentimes it is very difficult in the first design to meet your budget and so it ends up being a bit of a process. Although Sean ended his email with 'I look forward to hearing back from you', and we never heard back from you, I think it speaks to the fact that we probably didn't do a good enough job making you aware that this is a process that we work through together with our customers. I am personally happy to come and meet with you free of charge to discuss your project further at your convenience. If there is anything else we can do to help, please let us know. We will also be mailing you a refund for the 'Big Deal' program that we were doing at the time. Thank you so much and if you could get back to me on this, we would appreciate it. My personal cell phone is 703.999.8223. My email is rob@grofflandscapedesign.com. Robert F. Groff Vice President Groff Landscape Design, LLC