Asian Garden

From: < [redacted] Good Afternoon Linda, Thank you for forwarding this information to us Larry (ProTree Owner) has been significantly trying to resolve this situation but cannot seem to please MrsS [redacted] After receiving this current letter in the mail (Friday, Jan 27th) he immediately went to the S [redacted] home to discuss the matter and no one was home; he left a business card and MrsS [redacted] called 1/hr later telling him to address the issue through the Revdex.com (she didn't want to handle it directly with him) Larry has also been doing his best to correspond with you regarding this matter (some times he's been in a very loud environment and cannot hear his cell)Just considering this claim....Larry has been serving the community with tree service for years respectfully and every year we have one customer who is not happy no matter what we do to please them....MrsS [redacted] seems to be our Customer of the Year Strange thing isLarry was requested by MrS [redacted] to perform the tree service and MrS [redacted] is completely satisfied To Recap:MrS [redacted] hired ProTree Service, Incto remove a large, dangerous tree behind his garage MrS [redacted] called us because he had witnessed the awesome job we did on the same size tree at his neighbors house.Larry did EXACTLY what MrS [redacted] requested (except for the limb dropping onto the garage) Larry had a roof repair person out to fix the garage roof asap...next day Afterward, Larry also discussed with MrS [redacted] a lower price which MrS [redacted] gladly accepted; and Larry also made an extra trip back to the S [redacted] home (which he doesn't normally do) and removed the largest trunk parts of the tree (which wasn't part of the contracted work); so all in all MrS [redacted] was very pleased; he came to the office to pay us and was happy with everything...he even purchased firewood tooWe thought all was well until MrsS [redacted] called shortly thereafter, very upset with our services (leaving a very defensive message without even speaking with us) She also had her insurance representative call our office and then she filed a claim with you (Revdex.com) We were very surprised by her behavior Larry called and discussed the matter with MrS [redacted] and he was STILL pleased with everything! MrS [redacted] told Larry he would speak with his wife(There may be a communication problem between Mr.&Mrs.) Larry also spoke to MrsS [redacted] but she has not been reasonable and her report/claim against us is full of error She seems very angry in generalAs this matter seems to get more out-of-handwe sincerely hope that you are not putting this complaint on the web site Larry has gone out-of-his-way to, above and beyond his responsibility and has pleased MrS [redacted] , whom he was contracted with It is mind boggling how angry MrsS [redacted] is with us Even after Larry spoke with MrS [redacted] several times; MrsS [redacted] is furious Larry is currently out-of-town until February 10th If there is anything I can do to assist you; you are welcome to call me at the office We would appreciate your consideration and assistance in dealing with this matter; it is definitely out-of-control! Maybe you would like to call MrS [redacted] ? His Cell# is [redacted] Sincerely, Samantha AF [redacted] Office ManagerProTree Service, Inc[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke with Larry on the phone on 1-18- He refused to meet with just me He also refused to quickly remove the massive amount of debris they left on top of my french drain and fence unless my husband was there so they could argue their agreement I told him he did not need to be bothered with this anymore and he was indisposed due to family medical issues we had to take care of out of town He really did not care He said it would cost him money and he already paid someone to patch the outside part of the roof I asked him to divulge the amount that my husband paid him in cash and he said he did not have that figure with him at the time and that he would call me with that figure He has not done that yet Due to the excessive rain we have been having, I had to have the tree removed off of the french drain (and leaning on my fence) by another company which cost an additional $ I will acquire the estimates we discussed to have the garage repaired to satisfaction (there are photos and a police report) I will try to attach photos as the last post dropped them I am not satisfied with being manipulated in our conversation on the phone It seemed like he just wanted to argue My husband said they agreed to two manageable logs for firewood but as you see, they left nearly the entire trunk, were called back several times to take more and they did but not what they agreed upon and the second time they came, they left a huge log leaning on the fence I will await his report on the figure and obtain estimates He can choose from them So as you see, there is much more to bringing this matter to a close Please advise Regards, [redacted]

Business repsonse taken over the phone by Revdex.com staff (LL) Larry F [redacted] indicated the following: He has worked with the consumers to resolve the complaint

Asian Garden November 9, Guadalupe Stste San Marcos, Tx Tel: [redacted] Regarding a complaint made by Ellie Chamberlain: ID [redacted] To whom it may concern, First, we are sorry about any confusion in delivering the consumers order the first time being that it is a brand new apartment complexSecond, after speaking with the consumer about the problem they seem to have a misunderstanding of the situationWe received In the mail a dispute for the charge from the first order made as a "fraudulent charge" which charges us as a restaurant $We searched for the order ticket and contacted the consumer and they confirmed that they had made the order and received itThey were asked to pay the $fee for falsely disputing a charge but also given a credit for the same amountAt which point they wrote a poor review on yelpWhen speaking to the consumer a second time they said that they did not flag the charge as fraudulent and that "the bank did it on its own" and that they don't understand why we were telling them a month later that their card was declinedWe politely asked them to remove the poor yelp review because we had given them a credit but they were rude to the employees working and did not remove the reviewAfter the second time of speaking with the consumer we decided to no longer serve that consumer for delivery or pickup for the protection of our assets, brand, and to avoid future fraudulent chargesSincerley, [redacted] - Manager

From:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with Larry on the phone on 1-18-17.  He refused to meet with just me.  He also refused to quickly remove the massive amount of debris they left on top of my french drain and fence unless my husband was there so they could argue their agreement.  I told him he did not need to be bothered with this anymore and he was indisposed due to family medical issues we had to take care of out of town.  He really did not care.  He said it would cost him money and he already paid someone to patch the outside part of the roof.  I asked him to divulge the amount that my husband paid him in cash and he said he did not have that figure with him at the time and that he would call me with that figure.  He has not done that yet.  Due to the excessive rain we have been having, I had to have the tree removed off of the french drain (and leaning on my fence) by another company which cost an additional $350.00.  I will acquire the 3 estimates we discussed to have the garage repaired to satisfaction (there are photos and a police report).  I will try to attach photos as the last post dropped them.  I am not satisfied with being manipulated in our conversation on the phone.  It seemed like he just wanted to argue.  My husband said they agreed to two manageable logs for firewood but as you see, they left nearly the entire trunk, were called back several times to take more and they did but not what they agreed upon and the second time they came, they left a huge log leaning on the fence.  I will await his report on the figure and obtain estimates.  He can choose from them.  So as you see, there is much more to bringing this matter to a close.  Please advise. 
Regards,
[redacted]

Business repsonse taken over the phone by Revdex.com staff (LL)
Larry F[redacted] indicated the following:
He has worked with the consumers to resolve the complaint.

Asian...

Garden                                     ...⇄ November 9, 2015 350 Guadalupe St. ste 110 San Marcos, Tx 78666 Tel: [redacted] Regarding a complaint made by Ellie Chamberlain: ID [redacted] To whom it may concern, First, we are sorry about any confusion in delivering the consumers order the first time being that it is a brand new apartment complex. Second, after speaking with the consumer about the problem they seem to have a misunderstanding of the situation. We received In the mail a dispute for the charge from the first order made as a "fraudulent charge" which charges us as a restaurant $35. We searched for the order ticket and contacted the consumer and they confirmed that they had made the order and received it. They were asked to pay the $35 fee for falsely disputing a charge but also given a credit for the same amount. At which point they wrote a poor review on yelp. When speaking to the consumer a second time they said that they did not flag the charge as fraudulent and that "the bank did it on its own" and that they don't understand why we were telling them a month later that their card was declined. We politely asked them to remove the poor yelp review because we had given them a credit but they were rude to the employees working and did not remove the review. After the second time of speaking with the consumer we decided to no longer serve that consumer for delivery or pickup for the protection of our assets, brand, and to avoid future false fraudulent charges. Sincerley, [redacted]- Manager

Asian...

Garden                                     ...⇄ November 9, 2015 350 Guadalupe St. ste 110 San Marcos, Tx 78666 Tel: [redacted] Regarding a complaint made by Ellie Chamberlain: ID [redacted] To whom it may concern, First, we are sorry about any confusion in delivering the consumers order the first time being that it is a brand new apartment complex. Second, after speaking with the consumer about the problem they seem to have a misunderstanding of the situation. We received In the mail a dispute for the charge from the first order made as a "fraudulent charge" which charges us as a restaurant $35. We searched for the order ticket and contacted the consumer and they confirmed that they had made the order and received it. They were asked to pay the $35 fee for falsely disputing a charge but also given a credit for the same amount. At which point they wrote a poor review on yelp. When speaking to the consumer a second time they said that they did not flag the charge as fraudulent and that "the bank did it on its own" and that they don't understand why we were telling them a month later that their card was declined. We politely asked them to remove the poor yelp review because we had given them a credit but they were rude to the employees working and did not remove the review. After the second time of speaking with the consumer we decided to no longer serve that consumer for delivery or pickup for the protection of our assets, brand, and to avoid future false fraudulent charges. Sincerley,
 [redacted]- Manager