The English Garden Company Limited

Dear Anuk, I am sorry we have fell short in providing you with the high service you were expecting. I admit we messed up on this occasion and have expressed our apologies on several occasions to you for calling without informing you, despite you requesting a call every 4 weeks, I understand you needed reminding of when we were due, which we did not do on two occasions. When you approached us again after the initial cancellation to take up our services again, there was a miscommunication between myself and the foreman. Eager to get a firm date for the first call back after our first error which I gave to you before we had officially agreed to start, the foreman had mistook my question as an instruction, and hence we are unfortunately where we are today. I apologised and credited all calls made where we didn’t notify you, but where you state we were chasing money that was not due is not true, and we have since agreed this and received payment for which I thank you. Due to a large intake of clients last year, we are now looking at employing another member of staff to increase efficiency within the admin team to ensure we provide the service our clients would expect from a professional company. Thank you for your comments and I wish you luck with the garden in the future.

We are sorry we did not inform you of the price of the Box hedging & topiary plants. We had offered suggestions to your wife twice and had given options to replant the originally poorly planted beds prior to sourcing the Box plants. We agreed to undertake the work under your existing maintenance agreement, it would be normal practice to quote the works first, as a separate project but this way it saved you any additional labour charges. Upon reflection we should of given a cost of the Box & topiary plants and for that omission we apologise. We are now looking at our procedures to ensure that any additional works like these that are carried out during the maintenance, that the client is always made aware of the plant costs. It is irrelevant, but the charge for the plants used were substantially cheaper than similar available online as we pointed out, plus we guarantee for a period of 12 months under our maintenance. Our brief when we took on your garden in October was to renovate the gardens, substantial work which with the exception of one remaining bed, we had achieved, I had several discussions about our progress with your wife. Turning the compost bins was not a priority and we would of been actioned once we had the gardens up to standard. As a goodwill gesture have arranged a 25% credit off your March invoice and again apologise for not informing your wife on the cost of your Box plants.