Allen's Tree Service Inc

Yes, Mr*** called our office for an estimate to remove a treeWe had given him the written bid/estimateWe never received a call from him personally to do any workWe then received an authorized signature to proceed with the job from: *** *** Condo Association (which is a
property management company)We then did the work and sent the bill/invoice to : *** *** *** *** *** *** *** **. We had not been informed of any coupon or discount until after which the billing was sent to *** Man Co*** Mn Co asked why the discount foe the coupon had not been taken off the billWe informed them, that the coupons are for homeowners only, not commercial customersThey insisted that we give them the discounted price, we again stated noSo after which their bill is past due, they are having now Mr*** call us to ask us for this discountHe wants us to bill him including the discount so the property management company can turn around and reimburse him for the workWe informed them and him, noIt is not our policyWe do not allow commercial properties to use our discounts/couponsSorryBut we are not honoring the couponAlso--if he had a coupon...It states on the coupon: This coupon MUST be presented at the time of the estimate, which it was notSo no, we are not honoring it or giving any discountWe informed Mr*** when he calls our office, that we are not honoring his coupon because the property management company was the people that hired us to do the tree removalThey are the ones that signed the contract, not him

Initial Business Response /* (1000, 5, 2015/07/09) */
Contact Name and Title: *** ***; VP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@allenstreeservice.com
In regards to the accusation that our contract was misleading: Allen's fulfills hundreds of plant health care contracts per year,
and on every contract our services are itemized with a separate price to allow the customer to choose which services they would like performedIn this particular instance, the customer was offered services, each with a different description along with their corresponding priceThe customer has indicated that because the services had the same price, they assumed it was the total, despite the cost for each service being listed separately with no explicit wording indicating that there was a totalIt is unfortunate that the customer felt mislead as it is our intention to satisfy every customer, but over the years we have written thousands of plant health care contracts in this manner and this is the first time we have had a complaint about the contract being misleadingWe at Allen's feel that the customer simply made an improper assumption
In regards to being treated fairly: Allen's performed all of the treatments as described and agreed upon on the contract at a fair market valueWe did not charge the customer any more for each service than we would have charged anyone else, therefore, we feel that the customer leaving negative feedback indicating that they were treated unfairly is not only inappropriate, but slanderous
Kevin contacted the customer as soon as we received the email and offered them a discount as a gesture of good faith, but the customer refused our assistance as they felt the charges should be dropped completelyMost of our customers are willing to make an appointment to meet with the estimators, but this customer opted not to be there at the time of the estimateWe will not waive the fee as charged

Initial Business Response /* (1000, 6, 2015/06/17) */
First, I would like to state that we have been in business for over yearWe work for numerous older customers/citizens and we do NOT take advantage of themIt would be like taking advantage of our parentsYou hear of that stuff on the
news, and we don't do that and I do not want it to happen to my relativesWe do not appreciate that commentWe know older citizens are on fixed incomesWe are not "pushy" sales peopleWe do not make anyone sign a contract if they do not wish toWe do not call them and bug them over the phone as some companies do to try and make that saleWe have never done that and we did not do this with her fatherWe can and have offered them to make monthly payments, if it's something they need done and cannot afford to pay all at onceBut this was not the circumstance, that we knew ofMr*** called us on 5/5/for an estimate and informed the office staff that he had received a Money Mailer advertisement in the mail and that is how he contacted us for the estimateWe made an appointment with him for an
estimator and certified arborist to go talk to him about his tree on 5/15/15, which he didOur estimator given Mr*** the bid and Mr*** signed the contract right there on the spot to agree to have his tree removed by our companyAgain, our salesman are not pushy sales people, nor do they attempt to make anyone agree to anything if they don't want to have the work done, we do operate that wayThe scheduling department called Mr.*** the day before it was scheduled and informed him that the crew would arrive the day of 5/to remove his tree and he said it was okay with himThe crew arrived as stated and removed the tree and completed the workThe office sent him an invoice on 5/and it was paid on 5/Now we are receiving this complaintAlong with the invoice, we sent a copy of his signed contract in the mailThe daughter states that she saw the "unsigned" contract in his houseThat can't be trueHe signed the day the bid was given to himI have the original copy if she would like to come by our office and see that he signed it in pen ink that day and it is an original copyI will not give it to her, but can email her a copy of it as wellThey were getting bids and had a bid for We didn't know anything about that bid, how were we suppose to knowBut that wasn't our price and we couldn't have done it for that price eitherWe don't know if after he signed our contract if they were still getting bids or how all that took placeAll we know is that he called for the bid, we gave him the bid, he signed the contract and we performed the workWe never made a "follow-up" call to himWe do not do that.As far as cancelling the work, upon arriving to his homeYes there would have been a trip charge fee (that is stated on the back of the contract), because there were men on that crew, trucks, a chipper, and a liftAll totaling about 268,worth of equipment sitting in front of his house, so we have to be paid something for taking all that equipment to his house and not being able to do the work and a 20% cancellation charge of the contracted amount of the work orderSo both fees would have applied in the instanceBut he agreed to let the crew go ahead and do the job since they were there, I assumeAs far as an adjustment, there is no adjustmentWe did what we were suppose to do and the amount we had given to himAs far as her being upset with us, maybe she should have been the person that met with the tree companies and received the bids from the different companiesAs far as her being the POA for him, maybe she should make sure she knows what her dad is signing before he agrees to sign somethingMaybe she should tell her father he can't sign anything for anyone if he is the person to seek the bids, and she should retrieve those bids from him and make the decision on who she will hireI think that she owes our company an apology for this complaint and accusations she is making about how we operateShe does not work for us and knows nothing about our companyBecause this complaint will stay on our record now for yearsResolved or not

He called our office on 9/26/for the estimate and our estimator looked at his tree on 10/5, he signed to have the work done on 10/14/and never inquired or asked anything about what was going to be done on his treeAt the time of the scheduling, our crews were running out at about 6-weeks,
which put his job at approxmid to end DecDuring which the end of Nov and Dec around all the holidays, there was a very bad virus going aroundAll of our + employees got it not only time, but maybe had it 2xs or moreMyself got the virus 3xsSo in the scheduling of work the crews did get a little bit behindSome years we do get 4-months behind like most professional tree care companiesWe are not working day to dayWe've been in business for almost yearsMr*** has written, called, emailed several times over the course of his tree pruning was done, I remember calling him the day before to tell him the crew was coming out to do itHe states I never called, but I didI called the # on his contractWe keep track and enter all calls into our systemWhen a customer calls, we make notes in the computer system on every detail about what happensAnd this is what he called about. After the work was done and the invoice was sent to him, he calls on 1/30/to complain about this:He stated: He "thought" that the job was put on holdBut in his response, he said he called to ask questions and we never returned the call--we return EVERY call that comes into our office every day and after hours and by email inquiries.We have NO record of him calling us, perhaps another company, we don't knowHe never called us after signing his contract until 1/30/to complain about his bill. We have nothing in his system that says to "hold" off on doing his workWhat we do note in our system is this--He wants (1) of the main trunk of the tree cut which hangs over the houseWe tried to explain to him, that this type of work is not and never recommended due to the size of the limb to be cut was too largeWe called, we emailed about his invoice, which he just recently started returning our calls and emailing us back and forth to dispute the allegations of him saying he called to put the work on hold and then changed his story to say that he thought that our estimate wasn't HIGH enough for the work he wanted doneAfter Myself and Mr*** talked on the phone, sent emails back and forth for a couple of weeks, I was finally able to arrange a time that he would agree to meet ***, the man who given the estimate (when the homeowner was not at home at the time of the bid) and now can meet him to explain what was done and what he wanted doneI made that arrangement as soon as Mr *** gave me his available date and time. We have responded to every email and callEvery time he says the problem is this, then the problem is another reasonHe keeps changing his reason why there is a problemAnd by the way, I am one of the owners.I didn't make any threatsI only informed him that if we don't receive payment or come to an agreement, then we send the account to collections, because it has already been months and he hadn't done anything about paying his bill.When *** met with him, *** did not tell him we didn't do the workHe told Mr*** that he didn't recommend taking the large limb offThe work stated on the contract says this:Take off limb over neighbors yard at bottom of tree, prune-raise over house ( this means--prune limbs that are touching the shingles-the roof--there are pruning cuts on the tree--over the roof) and prune off neighbors house 3-ft moreWe did exactly what said on the contractSo when *** met with Mr***, Mr*** showed *** this LARGE diameter limb that extends over the houseHe wanted the whole limb removed*** explained to him again that it is not practice to remove that size diameter limbIt is too large and would do damage to the tree, later down the roadThe next day *** and I talked about what we could do for Mr*** and I emailed Mr*** to let him know that if he would sign a waiver that would not hold us liable if that caused death to the tree or if the tree failed, such as it broke in a storm or anythingThis is what I offered Mr*** to do. 1)He pay for what work we already did and we do nothing more2)We could come back and remove that very large limb, him sign the waiver to release us from all liability--for a price of if he clean up the debris or if we did limb and chipped the brush, in addition to what he owed us3)Remove the entire tree and grind stump for and we would reduce the amount he owed down to and he would then owe us total for everything I think we have explained our scenario multiple times by phone, email and in personWe have tried to come to an agreement to try to satisfy him numerous times but he just wants to keep changing his reasons and excuses about the call that he says he made to put the job on hold, (he never called here to inform us of that ) that the office didn't call before services, we did calletc. We/I have done everything in my power to work this out with himHe called and paid his bill what he owed over the phone by credit card said that he didn't want the limb off or the tree removed. There is no reason for a refund. I have explained my offer already in the above

Complaint: ***
I am rejecting this response because:
Their claim of me not calling is incorrectI called and they didn't make note of itAlso, she claims they called me to schedule the workThis is also incorrectNo missed calls or voicemails scheduling the work existThat is they way I track phone callsWe did have multiple communications after the work and the billing was received about the work not being 100% completed as per the contractNo portion of the limb over my house was touched, pruned or raisedJeff, person sent to my house in April to review the work, indicated that he would not make significant adjustments to that Kim out of fear for the trees healthAt this point the limb in question has had only one small limb over my deck trimmed, but nothing over my houseI am not disputing the work over my neighbor's yardThat was completed. As for the options, none of them were good and included more money spent for the workAlso, turning me into a collection agency is a threat so I paid (even though we had not resolved the issue) to avoid this and tried to work a partial refund for the work not completedThey insist the work was done which it hasn't been and it's clear.
Sincerely,
*** ***

Initially on 3/21/Mr.*** contacted our office for an estimate concerning a tree struck by lightningOur estimator bid his work on 3/23/which tree was bid different ways, so he could choose which price he wanted to get doneHe chose to cut into 5ft sections and leave in the woods-where
the tree was locatedThat is what our estimator written and Mr.*** also typed that on the contract as wellThe estimator also given a bid to remove and haul fallen trees behind a gazeboMr.*** had our crew cut those trees up as well and throw that debris in the woods, without the estimator or office or owners knowing that which we just recently found outAnd we feel we should be paid 1/of that portion which was a total of but we are wanting to be paid for cutting that up and throwing that debris in the woodsWhen we mentioned it to him on the phone, he just laughs at us.On this complaint, this is what occurredMr *** called on 4/29/after high winds blew over another tree that fell and it was lodged in another treeHe requested service for a crew to come and take it downHe did not ask for an estimate, he just asked to send a crewWe normally will keep the time and bill accordinglyWhen the crew arrived at his house on 5/5/16, driving miles away he demanded the laborers give him an estimate and they do not do estimates, they are not estimators, they are laborersThey gave him a price, but which was too cheapThe crew was equipped with a specialty lift because it was a hazardous situation and the lift help minimize the situationThe lift had to be on site to get the tree down safelyIt was not lodged in other tree, but hung up in other treesThe crew did what they and Mr*** agreed uponThey did it the same way as the first tree in the above paragraph-they cut it up into approxft lengths and left everything in the woodsApprox 2-weeks later the office accounting department contacted Mr.*** about his account that it was past dueHe then sent back an email that he was not happy with the services because much of the debris was not cut into sectionsHe wanted a phone call, so the owner called him and they spokeThe owner told Mr.*** that he would send the crew back out within the next few daysAnother job was scheduled nearby and the owner called Mr.*** and left a message at 7:00AM that the crew would be there the next day, which was the day after the day the owner talked to him on 6/days later on 6/13, Mr.*** sent another email that he was still unsatisfied and requesting a call from the ownerSo the owner called him and left a message that the owner wanted to come out and meet with him on a Tuesday eve @ 5- PM with of the crew that was on the job, and we never received any verification to meet with Mr***We emailed and called him weeks in a row to meet with him asking to meet on Tuesday, Wednesday, Thursday eve at 5:00, 6:or 7:00PM at his availability, making it as convenient for him as possible and Mr*** never replied to any email or phone call messages about meeting with anyone.The crew did the job exactly like they did the first job and what Mr*** and crew agreed on and completed it that dayWe feel that we should be paid for the extra work on the previously fallen trees when Mr.*** had the crew cut up & throw that debris in the woods that the estimator bid on, without our knowledge of Mr*** having them do extra work It was 1250.00, but we fell he should be paying 1/of thatWhich was not added to his invoice.Mr*** offered to pay us 1500.00, and we will not accept that offerHe also stated that he wants to hire someone else to come and cut more debris up and take that amount off what he owes us and we will not accept that eitherWe did exactly what was agreed upon and the job is completed as discussedWe tried multiple times by phone an email to take a crew there to met with him, but he never replied back to us

Complaint: ***
I am rejecting this response because: That explanation is inaccurate and complete nonsense
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/30) */
I have given this customer a callJust so the Revdex.com has on record
The scheduling depthad called her time that they can remember to inform her of serviceThe day we did the servicethe scheduling dept.always schedules nearby work orders in
the same area or zip codeso that it makes sense to do other work that is nearbysince this is about 45+ miles form our location..That daythe very 1st customer added on additional work and they worked at the same house all day, so the crew was not able to make it to her home for the tree service and it was definitely explained to her that it does happen often (customers add work after we arrive) and did happen the day they did work in that area, and an apology was madeOn this day on 11/when the work was to be donethe crew was at the job before her and they also added on another tree to pruneso the crew worked later than expected the day before a holiday and got back with trucks and equipment around 5:PM, which it was very near darkthey could not have done her work that dayThere was not enough daylight to perform the workThe office mngr in the scheduling dept had already left for the holiday weekend by the time she called at about 4:00PM to find out why they were not coming on this day and Ms.*** was informed that she would receive a call on Monday 11/30which the scheduling dept has rescheduled her job to be donemore than likely on Wed 12/depending on weather if the rain moves out and looks like it will beIt should definitely be done on 12/

We/*** our Plant Health Care Mngr has called and left messages multiple timesThere are women receptionist in our office and of them which have heard him leave her messages on different occasions on her answering machine or voice mail in the mornings when he arrives in our
officeWe spoke to *** this morning on 8/17 and he said he resent her a new bid and mailed it out to herWe informed her of this on today 8/17/and she just kept insisting that we were not listening to herYes, we also informed her if she was not happy with our answers or responses and what we have been trying to accommodate her needs, then yes, she should seek another company to do the workWe were only being honest with her, we have not lied to her, we have returned her calls many times, but are never able to reach her, and have left numerous messagesShe kept saying she needs lawn services, which she needs landscaping servicesI am sorry for this individual but I believe this woman is confused and not sure what she really wants or needsShe sounds elderly on the phone and we try to explain what we have done to help herMaybe a family member should step in, call us and do the scheduling of the work for herShe has not signed a contract or given any permission to do any work for her