Santa Fe Tree Farm

If I had not responded to the emails, in fact it was because I was on vacation until the 17th of October It is logical to come in to the office to try to settle a complain in person instead of emails or by phone calls to meet the customer needs with clear communicationThe warranty is now printed in every invoice I just found out that before they were printed in the back of every invoice A copy was emailed to the customer per his or her request, never heard from the customer that she or he did not agree By the customer not objecting to the email with warranty explained, it give the idea the warranty was understood and agreed by the customer The original price of the tree is not the amount she is claimingA $discount was given for the trees and planting This makes the tree price $In our last response we said we would fix the issues about this complain to keep customer satisfied, but instead we are getting the idea the customer does not want to address the issueShe keeps coming back with objectives and we do not know what else to do to fix the issue We have always kept customer satisfaction our priority this is the first time we have encounter this type of issue If the customer was to come in we can show her what replacement tree we can have planted to replace dead tree, and have a date schedule to have fountain fix as well We can not choose the tree for the customer, he or she will have to come in to the farm

October 27, 2016To whom this may concern,The customer purchased a tree January and had a water fountain installedWarranty policy on the tree and fountain was clearly explained to customer at time of purchase and he approved all termsIn March we were notified that the tree was not doing well, but it was too soon to know if the tree was going to dieIn July we were notified again about the tree not looking good, and the owner and I went to the property to see the treeThe tree in fact was dead and we talked to the customer about coming to the farm to choose a new treeIn August the customer came in to the farm and I when over how our warranty works when replacing a treeHe choose a different tree, smaller than original and completely agreed to the planting costEverything was scheduled to be done in September On September I received an email from the customer wife not agreeing to the new cost of replacement and cancelling the jobI did offer several options to the customer wife to keep cost low or no costCustomer's wife refused and never came into the office to talk to usThis is also when we found out the fountain was not working properly, never before this date we had been notified about this issue and fountain only had a six month warrantyI offered the customer to have the issues with the fountain repair and she deniedThe issues were not fixed due to poor communication from the customer about this issues, not the company not wanting to fix themIn her emails she continued stating she was not following the warranty policy, but did not come into the office to clarify her concernsWe are willing to plant a new tree and fix the fountain issues (on materials we provided), going outside warranty policy to keep customer satisfied at no costWe just need to have more clear communication with the customer in person as email can be confusingThey also need to come in to the farm to choose new tree of their choice.Bianka H [redacted] Office Manager 505-984-

Complaint: ***
I am rejecting this response because: I did not intend to get into another email war with Bianka, via the Revdex.com. We have already done that once and nothing came of it. That is why I contacted the Revdex.com - not to argue more with Bianka but to inform the public about the overall quality of the work Santa Fe Tree Farm did at our home, which was not acceptable.At this point, the owner, Chevo, knows our number, and he knows where we live. If he wants to contact us directly about a new tree, or come look at the fountain, we would welcome him to
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:Just to remind you I am responding directly to this email because I inadvertently sent the rejection before I had a chance to attach my documentation. So here goes. It will take me about five emails in order to attach all of the emails. 1. Bianka stated that I refused to come in to discuss but after re-reading all of the emails I do not see a request from her to come in. My last correspondence with her is dated Sept 24 in which I responded to a previous email from her stating what we wanted from them in order to resolve these problems and she never responded. I waited a couple weeks for her to respond because I thought maybe she went on vacation or something. When I didn't hear back I filed this complaint with Revdex.com on October 8. She never stated the emails were not satisfactory and did not ask me to come in to clarify, she just stopped corresponding. She never offered to fix the fountain AT ALL, just stated they had not been informed about it. She is stating it to you now, but never to me, or us.2. I was never informed about a six month warranty on the fountain except a one year warranty on the pump.3. We were never informed about warranties on the trees other than that we insisted on a year. In factwe have an email from Bianka apologizing for the warranty info not being included on the invoice. It is dated March 3, but in her email dated Sept 24, she states the warranty is on the original invoice from January, but it is not. See attached. It may have been discussed in person when we went to look at the trees, but all I remember was that Chevo wanted to only give us six months warranty and we insisted on a year. I don't even think Bianka worked there then because the correspondence comes from someone named Johnna I***So I don't believe Bianka knows what was discussed with usYes, my husband agreed to the $for planting a new tree but he was not aware that we paid $for the original tree and were only going to receive a $tree to replace it. That is $less than the original price so I believe the $should be subtracted from the $replanting fee. I stated as much in my email. And I believe they should fix the fountain as it was not delivered in good condition to begin with and is useless now. And they were informed of problems with it since Feb 22. They should have been more thorough instead of just stating they would put in clean water and everything will be fine. They should be more proactive in investigating problems and not blow people off and put them in the uncomfortable situation of calling and calling and calling and sending countless emails. If you hear from a customer that many times, they should get out here and look at the problemsYes, maybe *** should have kept on them, but they wore him out. I am going to attach my email and invoices but it will take me several emails to send them as I have to scan one page at a time and can only attach three per email or the email will not send. I will inform you which is the last one. Thank you, *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

If I had not responded to the emails, in fact it was because I was on vacation until the 17th of October.  It is logical to come in to the office to try to settle a complain in person instead of emails or by phone calls to meet the customer needs with clear communication. The warranty is now printed in every invoice.  I just found out that before they were printed in the back of every invoice.  A copy was emailed to the customer per his or her request, never heard from the customer that she or he did not agree.  By the customer not objecting to the email with warranty explained, it give the idea the warranty was understood and agreed by the customer.  The original price of the tree is not the amount she is claiming. A $500 discount was given for the trees and planting.  This makes the tree price $925. In our last response we said we would fix the issues about this complain to keep customer satisfied, but instead we are getting the idea the customer does not want to address the issue. She keeps coming back with objectives and we do not know what else to do to fix the issue.  We have always kept customer satisfaction our priority this is the first time we have encounter this type of issue.  If the customer was to come in we can show her what  replacement tree we can have planted to replace dead tree, and have a date schedule to have fountain fix as well.  We can not choose the tree for the customer, he or she will have to come in to the farm.

October 27, 2016To whom this may concern,The customer purchased a tree January 2016 and had a water fountain installed. Warranty policy on the tree and fountain was clearly explained to customer at time of purchase and he approved all terms. In March we were notified that the tree was not doing...

well, but it was too soon to know if the tree was going to die. In July we were notified again about the tree not looking good, and the owner and I went to the property to see the tree. The tree in fact was dead and we talked to the customer about coming to the farm to choose a new tree. In August the customer came in to the farm and I when over how our warranty works when replacing a tree. He choose a different tree, smaller than original and completely agreed to the planting cost. Everything was scheduled to be done in September 2016. On September 24 2016 I received an email from the customer wife not agreeing to the new cost of replacement and cancelling the job. I did offer several options to the customer wife to keep cost low or no cost. Customer's wife refused and never came into the office to talk to us. This is also when we found out the fountain was not working properly, never before this date we had been notified about this issue and fountain only had a six month warranty. I offered the customer to have the issues with the fountain repair and she denied. The issues were not fixed due to poor communication from the customer about this issues, not the company not wanting to fix them. In her emails she continued stating she was not following the warranty policy, but did not come into the office to clarify her concerns. We are willing to plant a new tree and fix the fountain issues (on materials we provided), going outside warranty policy to keep customer satisfied at no cost. We just need to have more clear communication with the customer in person as email can be confusing. They also need to come in to the farm to choose new tree of their choice.Bianka H[redacted] Office Manager 505-984-2888