Good day, Grace
Thank you for contacting LOTUS. We take our customer satisfaction very seriously.
You, Grace Buckley, contracted LOTUS in May of 2017 (Invoice #41, dated May 24, 2017) for installation of backyard deck and privacy wall, interlocking patios and walkway, and sod replacement. All work was completed to your satisfaction and acceptance at the end of May 2017, with final payment received on June 1, 2017. You were provided with a 2 (two) year warranty on labour only, with material warranted by the manufacturer. Kindly note that all material was purchased new from the Home Depot. Further, all warranty claims have been resolved and serviced as per your requests. Numerous after sales customer service calls, texts and emails were answered in a professional and kind manner.
It is of utmost importance to note that you called LOTUS from a No Caller ID on May 25, 2022 at 11:47 am to advise that the May 21, 2022 Derecho Thunderstorm, which took place across Ontario & Quebec knocked down your deck privacy wall and BBQ unit off the deck, and request a quote for repairs. You texted May 21, 2022 time stamped photos of the destruction caused by the storm to help our project manager assess the damage.
Unfortunately, this significant piece of information is missing from your feedback. And, although LOTUS completes all contracted work with heightened attention to customer safety and beyond adherence to Ontario Building Code requirements, the Derecho Thunderstorm was an act of God, and such are never foreseen or warranted. Your deck privacy wall was built 5 years ago, and had it not been for the Derecho Thunderstorm, would still be in place. Therefore, LOTUS in under no contractual obligation to rectify any of the damages caused by the storm.
Sadly, the May 21, 2022 Derecho Thunderstorm caused severe destruction and death across Ontario and Quebec, and many people are still without power and clean up efforts are underway. Through our May 26, 2022 correspondence, we have informed you that LOTUS does not offer clean up services and qualified help must be contracted to remove and dispose of debris in a safe manner.
Your May 25, 2022 text requested LOTUS to provide a quote for repairs to the privacy wall. Since 2017, LOTUS has shifted its service focus to the Toronto area, and although we highly value return clients, we have contractual commitments until the end of 2022 season. Our May 26, 2022 correspondence regretfully informed you of our inability to take on more projects at this time.
We appreciate the time you have taken to share your thoughts. Please, do not hesitate to contact us by phone at 416.671.7270 or via email to discuss further.