18 Karat Model and Talent Management

I have reviewed all the documentation pertaining to Mr*** ***'s Complaint ID as well as spoke to Mr***, our Arborist, and Mr***
Mr*** did receive a quote 10/06/for $1,to cut flush and remove ** *** *** in the back yard He chose to do
the work himself and pulled the debris to the curb Mr*** called early June and ask us to grind the material for him His neighbors had complained about the debris on the curb *** *** told him we would do the work on a time and material basis *** said it would take approximately hours plus travel time Mr*** agreed to the work and ask us to remove two Cherry trees in the front yard also but the work needed to be done right away due to the complaints *** worked very hard on having the work put on the schedule immediately to accommodate Mr***
On June 5, two people were sent to Mr***'s home to do the work According to our payroll records and times noted on the work ticket for that job, the two employees arrived at the property at 12:and left the property at 3:PM During that time frame they did take a minute lunch break The two Cherry trees were removed and chipped along with the debris from ** *** *** trees There was a full chipper truck load of material removed from the property and taken to the dump area
Mr *** was billed for hours labor @ $175, hours travel time @ $160, and Hour for dump time @ $for a total of $ He was billed only for the amount of time it took us to complete the job When the work was initially discussed with Mr***, he was told there would be travel time It was not clearly explained to him that there would also be travel time to dump the material in addition to travel time to get to the site That was a failure to communicate clearly on our part Therefore, we will credit the $for the dump time
However, we were on the property working for hours and did take hours travel time to get to the job site I feel the charge of $is justified for hours labor to chip ** *** *** and remove two Cherry Trees That was a savings of $over the original quote to remove and chip ** *** Cypress Mr*** was not quoted $for the debris chipping He was quoted an hourly rate and an approximate time of hours If this is acceptable to Mr***, I will issue the credit reducing his balance to $immediately

We do apologize for the fact our Arborist did not return the customer’s call in a prompt and efficient manner. There is no excuse for us not being more attentive to your needs. We did contact Arborjet regarding the concern the tree may have been poisoned. Bob Ray Co., Inc
administered the chemical per the vendor specification. The customer advised us on August that he had a friend treat the Ash tree with Arborjet also. If the friend injected per the specifications as well, there will not be any detriment to the Ash tree. Without knowing exactly what the friend used or how much was used, we cannot give a definitive answer as to the effect of the double injection On June the customer signed a contract to have his Oak tree fertilized and Ash tree treated with no dates specified. The treatment window for Ash trees is mid-May thru mid-August, depending on weather conditions. As customary, our office called the customer on July 14, to advise treatment would be administered early on the morning of July 15, which was weeks after the contract was initiated. We did not get a return call from the customer until the afternoon of July 15th which was AFTER services had been rendered. At that time the customer stated he thought we forgot about him and had someone else inject the tree. There had been no prior conversation between the Bob Ray Co., Incand the customer prior to July 15, requesting a cancellation of the contract. The Ash tree was not “re-treated” by the Bob Ray Co., Incweeks later Bob Ray Co., Incfulfilled its contractual obligation. Work was performed during the treatment window for the Ash tree and the amount charged was in accordance with the contract as well. Going forward, we will fulfill your request to cancel and further services in accordance with your contract dated June 3, Also, I am sorry you feel you were treated with anything less than professionalism from any of our employees. In recompense we would like to offer you $credit which will be issued immediately