Allen's Tree Service

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 [redacted] 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 aboutAfter 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 [redacted] 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 [redacted] gave me his available date and timeWe 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 [redacted] met with him, [redacted] did not tell him we didn't do the workHe told Mr [redacted] 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 [redacted] met with Mr***, Mr [redacted] showed [redacted] this LARGE diameter limb that extends over the houseHe wanted the whole limb removed [redacted] 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 [redacted] and I talked about what we could do for Mr [redacted] and I emailed Mr [redacted] 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 [redacted] to do1)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 refundI have explained my offer already in the above

Initial Business Response / [redacted] (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 [redacted] 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 [redacted] the bid and Mr [redacted] 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[redacted] 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

We/ [redacted] 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 [redacted] this morning on 8/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