AAA Tree-Works

Review: I had called AAA Tree Works regarding concern over fifteen Leyland Cypress trees in my yard. The person (I assume an answering service) took my information. trees. The ad in the yellow pages stated free estimates. On 8/5/15, [redacted] came to my home. We stood and looked at the trees from the front and briefly in the back. He stated that the trees were suffering from drought stress. I advised that I have been watering them regularly. He indicated that mulching the trees would help retain moisture. He stated that he did not believe my trees were in any danger and if I would mulch and continue to water them, he believed they would be fine. I was greatly relieved. I asked him if he was confident of his diagnosis and he replied if he was not, he would send a sample to the VPI Ext. As we walked back to my driveway, he stated, "I guess you know, I am going to have to charge you for a consultation." I was surprised but at that time, I did not remember that the ad stated free estimates. He presented me with a bill for $125.00. I wrote him a check. I proceeded to order $250. worth of mulch which was delivered several days later and continued to water the trees every other day.

The following week, another company, which I had called on the same day, [redacted], came by. This man walked around and in between the trees and looked at the bark of several of the trees. He then called me to look at what he found, which was black streak running down the limbs from the bark. There was also oozing. This he identified as [redacted]. I advised him that another Arborist had stated that the problem was drought stress. He stated that he is a certified Arborist and doubted that Mr. [redacted] was an Arborist, since this was very apparent just by looking at the interior not the exterior of the trees. It was then that I recalled that Mr. [redacted] never entered the trees and looked at the bark. He stated that I had wasted my $125. since he did not charge me for his time and diagnosis. He stated that there is a 50/50 chance the trees would die since there is no proven treatment for this. I called Mr. [redacted] and relayed the events to him. He said he could not say that the trees do or do not have [redacted] but IF they do, it was probably caused by drought stress. I reminded him that he never even went into the trees to look at the bark and limbs, so how could he know what the problem is? I told him I felt that he had charged me $125. for nothing but false hope. I certainly would not have spent $250. and continued to water them at the risk of problems with my well. He said he stood by his belief that the trees will be ok with nothing to back that up. I am devastated that I may lose the trees and spent out money that I could not afford to spend for nothing. This company needs to tell customers when they call that there is a "consultation fee" and should removeDesired Settlement: I believe I did not receive a competent evaluation. I would like my $125. refunded and believe this company should not advertise free estimates and then charge you after the fact.

Business

Response:

This customer called my company to request that I look at some Leyland Cypress trees which she said looked unhealthy. After extended observation and examination of the trees, combined with extensive questioning of the customer's horticultural practices, e.g. watering fertilizing, use of herbicides, etc., it became apparent to me that the trees were in severe stress due to drought. The completely bare ground beneath the drip edge of the trees was hard and dry and needed mulch to retain moisture. I spent more than an hour with this customer answering her many questions about how best to water the trees, where to place soaker hoses, when and how long to water, what kind of mulch to use, etc. At no time did she request a "free estimate," or any estimate. This was clearly a consultation rather than a request for an estimate for any other services, and I spent more than an hour providing this customer with insightful information which I feel will help her save her trees. Afterwards, she thanked me and gladly wrote a check for the consultation fee of $125.It is my professional opinion that drought stress is the primary cause of her unhealthy trees and that treatment to mitigate this stress is the primary treatment required. The possible presence of Siridium [redacted] would be secondary and probably brought on by a weakened immune system caused by the drought stress. I shared this information with the customer later when she phoned to complain about being charged a consultation fee, but she seemed unable to understand the primary role of drought stress, just as she is apparently unable to understand the difference between requesting a "free estimate" versus seeking an extensive consultation without requesting any other services. After more than 26 years providing tree services to the Roanoke Valley and Smith Mountain Lake areas, this is the first and only complaint I have ever received, and I have countless impeccable references and letters of recommendation. I suppose there will always be some people who want something for nothing.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

His response is only part truth. When I called, I never used the word "consultation." I called two other companies that also came out and neither of them charged me a dime to tell me the trees had Siridium [redacted]. He was at my residence a while but he NEVER provided an extended observation and examination of the trees. How can he say this when he NEVER even looked at the bark or inner branches of the trees as the other two gentlemen did? He certainly did not need to provide me with "consultation" of what kind of mulch to purchase as I have been buying and laying down mulch for my acre yard and plants for many years. I had been watering these trees for months before I ever called him using a 2600 sq. ft oscillating sprinkler. Both of the other gentlemen said this was preferable over a soaker because it covered more area than just the bark. I certainly did not "happily" write him a check but was caught off guard. When I again reviewed the advertisement in the yellow pages, and my notes on the pages, I had even circled the words FREE ESTIMATES on the ads for all three of the calls I placed. He still states in his response, that IF the trees have Siridium [redacted], it is secondary to drought stress. How can he charge me $125. for a extensive observation & examination of the trees when, again, he did not even enter the trees to investigate the bark or inner branches. I do not call touching a few dead limbs of a few trees on the front side and a cursory walk to the back side of the trees extensive observation. If he had investigated the bark HE would have seen black cracks and oozing-both signs of Siridium [redacted]. His own statements over the phone and in his written response, stating IF they have Siridium [redacted], do not support that he spent a long time investigating the trees. Despite regular watering and mulch and care, the trees have continued to deteriorate. All he did was waste my time and give me false hope and take my money. And no, I do not expect something for nothing...but I also do not expect nothing for my money which I exactly what I got.