My wife and I contracted Nature's Garden Center (NGC) to provide landscaping services for our home. We had a new build, and as such required a complete services offering consisting of seeding, flower beds, irrigation, and drainage for both the roofing gutters and the sump pump.
In every case, NGC fell short of my expectations which I'll summarize below:
From a pre-sales perspective, NGC appeared to have the depth and breadth of knowledge I would expect from a landscaping services provider. They provided a reasonable site survey and were very competitive in the overall cost. That said, they lacked any sort of formal proposal/statement of work process when engaging with a client. Being in the services industry myself I am not comfortable engaging with any company, especially for such a large sum of money, without having a clear proposal and a formal statement of work in place detailing exactly, precisely the work to be done. This appeared to be a foreign concept to NGC and, in the end, I had to quite unbelievably write the statement of work for them. Incredible.
The irrigation component of the service offering was subcontracted from NGC to Ann Arbor Water Works. While the irrigation system technically works, there are a number of deficiencies present in the work. When calling in an alternate vendor after the work was completed, they provided the following assessment: there were over 30 heads misaligned (crooked, not providing proper coverage, etc), at least two zones were over-loaded, and when the work was done they provided no validation that the pressure required by the irrigation system would still leave adequate pressure for basic water usage in the home. This was not the case. Initially when the sprinkler was running even using a tap was virtually impossible to say nothing of using the shower, dishwasher, laundry, etc. Given the fact that we are on a well & septic system, Water Works was remiss in not checking to see that there was still adequate water pressure in the home when the sprinkler was running. While this was eventually addressed as best as possible, it is staggering to me that no hydrostatic tests were ever done at installation. Regardless, we needed to contract a third party to correct all of the misaligned heads and overloaded zones.
The yard was seeded by the hydro-seeding method. The equipment which NGC used to seed the yard was obtained from a rental center; They did not own this equipment. As a result they appeared to not understand how to operate it properly as on at least three occasions the nozzle popped off spilling huge amounts of hydroseed into the yard super-saturating some areas and, in the end, they did not have enough hydroseed to cover the entire yard. After the grass finally germinated, it was clear that there were several areas that were also under-seeded/not seeded at all which we've subsequently had to re-seed.
One of the drainage requirements we had was to install an egress pipeline for the sump pump to get the contents which the sump expels (water collected and waste from the waster softener) into the ditch area by the road, rather than next to the house or into the yard. When this was scoped, they clearly didn't have any concept of fluid dynamics and installed a 1" pipe with a 90-degree right angle in it to evacuate the water from the house to the street. Needless to say that the backwash valve I insist they installed (thankfully) was tripped every time the sump pump ran since the diameter of the pipe was not sufficient to allow the passage of water at the pressure that the sump expelled it at. To try to remediate this NGC replaced the 1" pipe with a 2" pipe for the first 3 or 4 feet of the run then reducing down to the original 1" pipe and retaining the 90-degree right angle. Needless to say this also failed and it was quite clear that NGC was going to be unable to deliver on this part of the services agreement.
As a result, I contacted three other vendors that all agreed that the piping used should be 4" diameter flex-pipe and that the 'turn' required to progress the pipe parallel to the driveway down to the road should be gradual and absolutely not the 90-degree angle which was originally scoped. While NGC had offered me a $1000 credit to absolve them from that component of the services offering, it would cost me approximately $1500 to have the sump line remediated by another vendor. Needless to say it was extremely frustrating when Steve Sclater told me that they would not be willing to provide a $1500 concession as he believed that it was "too expensive" to correct this issue which they were contractually bound to deliver.
See continuation from my wife's yelp account... read more