Green Thumb Stone & Landscaping Design

Hired Michael and his team to install pavers on my walkway and construct flag stone pavers in the backyard of my townhouse. They are a bit on the expensive side but do quality stone work.

When making decisions on home improvement projects, I’m an avid reader of reviews. I hope this review saves someone from what I went through with the owner of this company. If you don’t prefer to read the entire review, I can sum it up for you. There is better customer service out there, don’t waste your time. Backstory - I’m in real estate, and over the past 7 years, my husband and I have renovated several homes we’ve purchased. We’ve worked with countless contractors and specialists, renovating from stud to sheetrock, and beyond. I have never been treated as disrespectfully as I was treated by Mike with Green Thumb Landscaping. Here’s the story: We had a patio installed by another company, and I was not present the day it was completed. The company who installed it, placed a sealer on the slab, that should not have been put on it. It changed the color of the concrete, but made the patio unusable when it rains, it is slick as glass. The application of the sealer too soon, promoted cracking in several spots, just a week after installation. So, we scheduled an appointment for an honest re-assessment of the work that need to be done. We wanted to know (1) whether or not the sealant could be fixed, so we wouldn’t have to tear the entire patio out, (2) if the patio was installed appropriately, being tied to the foundation (3) if the cracks were normal just a week after installation. The original installer knew we were getting other opinions, before making a final decision. My appointment with Green Thumb Landscaping was scheduled for Thursday at 1:30pm with Mike. I left work midday to meet him. And I waited. 1:45pm came, and no one arrived. I called the main number back. They confirmed my appointment was at 1:30pm, but (long pause) “it looks like we never put it on the calendar, and we’re too busy today”. OK. I accepted this as an honest mistake and rescheduled for the next morning. The next morning, I decided to stay home, get a workout in that morning, and then head to the office. The appointment with Mike was set for 9:30. I receive a phone call at 9:00am. It was Mike, calling to ask “if I would even be there(home)?”. Um, yes. I wasn’t the party who forget the appointment yesterday. He proceeded by saying “Ok, because it’s a bit out there for me”. Per the map, it is less than 10 minutes…this was confusing. Looking back, at that exact moment, I should have cancelled the appointment. He forget the appointment the first day, but the tone of disrespect in his voice was inappropriate. I should have listened to my intuition. Upon arrival, I wasn’t sure if this was the right person. He pulled up, wearing light pants, with leather and gold shoes, and a starched dress shirt. You are in landscaping, correct? Immediately, I recognized the irritation in his face, having to walk through our backyard, which was under construction. I apologized profusely. Our yard had been ripped up from the start of drainage work. Even so, you’re in landscaping, why wouldn’t you wear the appropriate clothes? I was in yoga pants and a t-shirt. Apparently underdressed for a landscaping appointment. I proceeded to show him the patio and the places I was concerned about. He finally spoke, and asked me “Why had I called him?” I explained I wanted his opinion, possible options, and a quote. He said “You have to rip it out”. That was it. He wanted to know if I had received other quotes, which I had. Again, he was visibly irritated. This is business, please control your emotions. He asked if I had held back a percentage of the previous job, after installation. While not relevant to him, I explained that yes, no one in this industry pays for an entire job upfront. You pay a decided upon amount initially, and the remaining amount upon completion. That’s how this works. His next question literally made my jaw drop. “Are you looking to get the job for free”. Excuse me? The original patio we just installed cost us just over $4000.00. The slab alone. No one is trying to get anything for free. We’re a couple whose trying to get a patio fixed, that was installed with the incorrect sealer and in the incorrect color. That’s it. Why would I be calling for quotes and options to fix the patio, if I was trying to get something for free? Mike was disrespectful, his comments and assumptions were unsubstantiated and out of line. He said he didn’t want to “get his hands dirty” on a job, where he would have to come back in and fix someone else’s mistake. As he was tiptoeing out of the yard, I let him know that he should be more aware of his appointments in the future, as he forget the appointment he made yesterday. He chuckled, and said “I don’t take jobs like these”. Jobs that pay? Jobs that you have to wear outdoor clothing? Jobs where you have to be involved? Again, flippant, and disrespectful comments. Customer service is beyond important and I cannot support a company whose owner treats a potential customer like an inconvenience. I’d prefer my money go elsewhere. And, it did.

Green Thumb was responsive and flexible, working with us to come up with and implement a landscape plan that fit our needs and was within our budget. They even did some extras, like moving a tree that was too close to the house and installing thicker flagstone for the walkway so it could double as a driveway extension. The work was completed in record time--a day or two faster than expected--and was high quality. The instructions for continued care of the new landscape were clear and easy to follow. The only reason I haven't given them five stars is that there were a few matters of minor miscommunication/confusion between the office and the contractor. My advice? Just ask lots of questions. They're friendly and willing to address them.