Backyard And Design Solutions

Dear Leigha, Thank you for sharing your feedback. I’d like to take this opportunity to clarify a few points and address your concerns in detail. 1. Travertine Selection: We provided you with two reputable manufacturers and encouraged you to visit their showrooms to personally select the travertine pavers. You chose the Ivory travertine from their selection, and we extended our contractor discount to help you save on the purchase. As you may know, travertine is a natural stone, and each piece will have its own unique texture and natural holes, which is why we recommend our clients handpick the material to avoid any surprises. 2. Spaces Between Pavers and Chipped Pieces: Travertine, being a natural material, can sometimes have imperfections such as chips or holes, which contribute to its distinct appearance. That said, we strive to install the pavers with precision and consistency. If there are areas that require adjustment, we are more than willing to inspect them and correct any spacing issues. 3. Pool and Yard Mess: We were hired to install travertine on your pool deck, and given the nature of the job, some dust and debris from cutting and installing the pavers are expected. Typically, the pool is plastered after the deck installation, but in this case, the pool was plastered first, which created additional challenges for our crew to manage. Our team made every effort to protect the pool, and we even hired a pool cleaning company to vacuum and clean the pool several times after installation. We also performed a full clean-up of the yard once the job was completed. 4. Final Walkthrough and Payment: After installation, we did a final walkthrough of the project with your partner, who approved the work. When we approached you for final payment, your partner requested a discount to continue pool treatment on their own. In good faith, we provided a $500 discount, and your partner confirmed that they were satisfied with the outcome. 5. Communication Efforts: We made every effort to address your concerns promptly and professionally, both in person and via communication with your partner, who was more readily available for updates. Our goal is always to keep an open line of communication to ensure that our customers are happy with the process and results. 6. Response Delay: The reason for our delayed response to your recent comments is that we took the time to thoroughly evaluate the situation. We gathered feedback from our installers, the sales representative who assisted you and your partner when selecting the Ivory travertine, and the pool company that cleaned the pool. We wanted to ensure that we looked at every possible angle to confirm that the job was handled properly. We wanted to be certain that all concerns were carefully reviewed before responding. I truly regret that you feel dissatisfied, and we are here to address any remaining concerns. If there are specific issues that still need attention, we are happy to revisit the site and make necessary adjustments to ensure everything meets your expectations. Thank you again for sharing your thoughts. Best regards, Backyard & Design Solutions