FAQ
Do you provide written contracts for every project?
Every project includes a detailed written proposal that outlines the scope of work, timeline, payment terms, and warranties. This ensures transparency and protects both parties.
What happens if the project takes longer than expected?
While we strive to meet all deadlines, unforeseen circumstances like weather or supply chain delays can occasionally extend the timeline. If this occurs, we will communicate promptly and provide an updated schedule.
Are you insured and licensed?
Yes, Urban Oasis Contracting is fully licensed and insured. We meet all state and local requirements to operate as a landscaping contractor in Texas.
Do you offer warranties on your work?
Yes, we offer warranties on most installations. Specific warranty terms depend on the materials and services provided, and these will be included in your contract.
Can I cancel or modify my project after signing the contract?
Modifications or cancellations depend on the stage of the project. Changes may incur additional fees, especially if materials have already been ordered or work has started. Cancellations are subject to the terms outlined in your contract.
What is your policy on deposits and refunds?
We require a 10% deposit before starting work. Deposits are generally non-refundable once materials are ordered, but we will work with you to address any concerns.
What happens if there’s damage to my property during the project?
While we take every precaution to protect your property, accidents can happen. If damage occured by Urban Oasis, our insurance will cover any repairs as needed.
What should I do if I’m not satisfied with the work?
Your satisfaction is our priority. If there’s an issue, please contact us immediately, and we’ll work to resolve it. We aim to address concerns within 48 hours. We offer a form to address any concerns and we will take care of it!
What is your process for handling complaints?
- Step 1: Notify us of the issue via our Fixes form.
- Step 2: Our team will review the situation and schedule an on-site visit if necessary.
- Step 3: We’ll provide a resolution plan, which may include adjustments or repairs, within 5 business days.
What if I believe a design or installation isn’t what was promised?
We encourage clients to review designs and plans thoroughly before approval. If there’s a discrepancy between the agreed-upon design and the finished project, we’ll investigate and make necessary corrections.
What happens if materials are delayed or unavailable?
Supply chain issues can occasionally impact timelines. If this happens, we’ll provide alternative options or adjust the schedule while keeping you informed.
Can I dispute a charge if I feel it’s incorrect?
If you notice an error or have questions about your invoice, please contact us. We’ll review the details and work with you to clarify or adjust as needed.
Do you offer guarantees on plants or materials used?
- Plants: We only guarantee plants if the client signs up for our Maintenance plan. We will provide more information during your project about our post care offerings.
- Materials: We ensure all materials meet quality standards, and warranties from manufacturers apply to their products.
What if my lawn or plants die shortly after installation?
We provide guidelines for care after installation. If issues arise due to improper irrigation or maintenance, we offer a paid repair service. For issues caused by improper care of plants, we do not provide any warranties.
I noticed an issue after the project was completed. What should I do?
Contact our Fixes form. We offer post-project inspections within a certain timeframe to ensure everything meets expectations. Beyond that, we’ll assess if repairs are covered under warranty.
I’m unhappy with a team member’s behavior. Who should I report this to?
Please contact our Client Relations Director directly with details. We take professionalism seriously and will address the matter with the team members involved. We also provide a post installation questionnaire that can be used to address your feedback so we can always improve.
What types of materials do you use for patios, decks, and walkways?
We use a variety of materials, including natural stone, limestone, polished concrete, wood, and synthetic decking. The choice depends on your preferences and project goals. Our design team will help and guide you to the best option for your home.
Can you recommend plants that are low maintenance and drought resistant?
Yes, we specialize in recommending Texas-native and drought-resistant plants that thrive in our climate. We have a Plant Biologist on our team that will do a one on one consultation to help create your plant design.
Do you offer sustainable or eco-friendly landscaping options?
Yes, we incorporate sustainable practices, including water-efficient irrigation, native plants, and low maintenance designs.
Do you offer financing or payment plans?
Yes, we have flexible payment options to help make your dream outdoor space more affordable.
