Upstream Waters Landscape, Inc.

We strive to serve our customers with professional and trustworthy service. Unfortunately, there are times when we fall short of that goal and this project was one of those times. We sincerely apologize for Ms. Martsolf's experience and have taken steps to ensure that we do not make the same mistakes in the future.

We have changed from weekly to daily progress meetings to identify and resolve project delays in real time to decrease the need for rescheduling. Crews have been given written standard operating procedures for our construction processes so that there is no deviation from the professional standard we expect to deliver to our customers. It is expected that any member of the crew will call out such issues instead of just going along with the supervisor. We have developed a communication training program for supervisors so that issues are identified and rectified with Kirk as they happen rather than waiting for the final walk through and having to rebuild elements. Kirk has increased his job site visits so that errors are managed when they are small and do not trigger a large emotional response.

Since the incident, the supervisor in question has discussed returning to our company with Kirk. However, as he would not take responsibility for the poor leadership and workmanship exhibited on this project, he was not rehired. He continues to be in contact with Kirk. The crews did back fill to support the stairs. Last communication with Ms. Martsolf was that she was having the steps looked at by another contractor. We did not receive any further communication about the alleged damage. Should it be shown that we indeed did cause damage, we would take the necessary steps to make the situation right.