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"job not done yet"

"This was our second job with Outdoor Xcapes. 1st one in 2011 with Bret as our Salesman. Went fairly smoother with only a few glitches. This job consisted of a seat wall with small patio, step pads and artificial turf with Steve as our Salesman. Steve was very nice and eager to please during the bidding process. Very responsive to phone calls during the job. However, as the job progressed It was apparent that while it was important to Steve that the job was done correctly there was no give or take on money. At a Home Show an Outdoor Xscapes representative (not Steve) told us that repeat customers would get a discount. Steve would not honor that discount until it was to his advantage. There was a hole in their work schedule and they needed a job to fill it. At that point a discount was offered. The tree we wanted was 20% off, Steve would not give or share the shavings. Didn’t seem like there was any interest in building any relationship for return business or referrals. Crew did a great job including clean-up. Jesse, the foreman, was pleasant to work with. However, he was the only one who spoke English and stayed on the job for only a short time. Any communication had to be done by phone to Steve who would contact Jesse. It was a little cumbersome to communicate. We are very happy with the concrete seat wall and step pads. There were a few hiccups during the process, nothing major. The turf was not acceptable. It had discoloration, lines about every 10” and two visible seams. Megan was our contact for warranty issues. She was very responsive and easy to work with. I had to work directly with the representative for the turf which was Synthetic Grass. It took six weeks but the grass was replaced and installed by Outdoor Xscapes at no cost to us. Adam was in charge of the installation and worked with us to make it right. In hind sight my husband and I were too complacent in going with the same landscaping company. We assumed they would treat us right because we were a return customer. Because of this we didn’t get any other bids and when it became obvious that there was no loyalty to a return customer felt it was too late in the process to start over. It was a mistake. Outdoor Xcapes as a whole, is a good company and gets the job done quickly. Be sure to negotiate payment terms and dollars up front."