Bartlett Tree Experts

Wonderful experience Ethan answered all my questions and concerns I had a very large tree in my back yard (about feet) with branches tangled up with other nearby trees He sent a team headed by Alex to bring the one tree downAlex and team were very professional and knowledgeable They cleaned and swept away all debrisWould definitely use again

The company gave me a quote that was followed; they arrived on time; did a very good job of trimming a very large tree "expertly" and also responded to my feedback when they asked if they had cut down enough of the hedgeVery well managed interaction with the firmI will use them again because they were so responsive and professional

Complaint: ***
I am rejecting this response because:I would like to clarify some of the statements made by Mr*** in his response to the Revdex.com. As Mr*** stated, Bartlett Tree Service originally contracted with me to fertilize my Palm trees. A little later, they recommended treating some of my other foliage, which I also contracted with them to treat Bartlett seems to blame watering, lack of micro nutrients, etcfor the demise of one palm tree. The fact is that I didn’t lose just one palm tree, THREE palm trees died. In addition, I lost two lorepetulums and three other plants - all of which were adjacent to the trees being treated. The foliage around my house that was not treated, or was not adjacent to the treated foliage ALL looks fine. While Bartlett did remove one dead palm tree as stated, I had to remove the other two dead palms at my expense. I paid $3,for the three palm trees that died. Mr*** agreed to replace my palm trees and lorepetulum with something else. He wanted to plant lorepetulums. I asked if something else could be planted in those spots as replacing three foot palms with lorepetulums would look horrible. On August 22, 2017, Mr*** sent me the following email:“As far as our side, it doesn’t matter what plants we install so it would be fine to change species. Let us know what you want us to plant and we will make it so.” After receipt of this email, I sent numerous emails and left numerous voice mails asking for a recommendation of what might look good. After almost two months of asking with no response. I finally selected plants, and sent my request to Mr***. I am requesting replacement with the plants I selected, or replacement with my original Windmill palms

Responding to Mr. [redacted] complaint, [redacted]Bartlett Tree Experts received a call from Mr. [redacted] to check his plants, and our Arborist noticed yellowing in the palm that could be have been caused by nutrient deficiency and he took a soil sample to confirm this.  At the time of the inspection,...

other issues were noted on the landscape and recommended for treatment.  Mr. [redacted] responded that he only wanted to treat the palms.  Upon receipt of the soils sample, we recommended quarterly fertilization treatments, which Mr. [redacted] signed up for.  After the first treatment the plants were not improving and we did soil coring sampling, which indicated irrigation issues.  Excessive irrigation can cause rot of roots and buds in palms, which is very difficult to diagnose and more difficult to treat.  Inspection of the plants indicated this rot [redacted] have been present.  We expanded the program at that point from just fertilization to a more comprehensive program in an attempt to save the palms.  After dozens of email correspondences with my Arborist, each one replied to in a timely manner, we began treating for bud rot within a program with appropriate materials applied in a workmanlike way.  Apparently we were too late to save the palm.  As a friendly service to Mr. [redacted] we removed the palm at no charge.  Mr. [redacted] at that point went to another “expert” who advised we stop doing pesticide applications.  Generally, when a customer shows a lack of confidence in our service, the best course of action is to let them follow the recommendations of the person they trust and take ourselves out of the equation.  It became apparent that we could not make Mr. [redacted] happy with our service; to help resolve the issue we refunded all of Mr. [redacted] money in addition to providing the free work we had done removing his sick palm.  In a second friendly gesture (my mistake) I volunteered to plant four loropetalum plants (consistent with the plants in his landscape) to help cover his open ground, and in the middle of the process (through our landscaper) he wanted to switch them for extremely expensive palm trees which we felt was unreasonable.  This came after we contracted with a landscaper to plant the shrubs, and after repeated delays Mr. [redacted] attempted to switch species at an unreasonable cost.  Remember, this is on a job that we made no income and lost many hours of labor and material.  After dealing with Mr. [redacted], our contracted landscaper actually tried to remove herself from the job as he was so demanding.  She has since refused to deal with Mr. [redacted].  At this point, we felt we had gone above and beyond what any reasonable customer would expect and were being taken advantage of by Mr. [redacted] at every turn.   In thirty years of doing business in the Austin area, I have never once had to respond to a complaint to the Revdex.com.  We are a quality company providing ethical and scientifically-backed services.  I have to admit, after many efforts to appease Mr. [redacted], I cannot see that we can satisfy him.  [redacted]Vice President/Division Manager

excellent customer service. They trimmed my trees several months ago and they became overgrown. One call and [redacted] responded ASAP and fixed the problem at no cost to me. For ANY tree needs, this company is definitely the way to go! [redacted] is the bomb!!!!

Wonderful experience. Ethan answered all my questions and concerns. I had a very large tree in my back yard (about 70 feet) with branches tangled up with 2 other nearby trees. He sent a team headed by Alex to bring the one tree down. Alex and team were very professional and knowledgeable. They cleaned and swept away all debris.
Would definitely use again.

The company gave me a quote that was followed; they arrived on time; did a very good job of trimming a very large tree "expertly" and also responded to my feedback when they asked if they had cut down enough of the hedge. Very well managed interaction with the firm. I will use them again because they were so responsive and professional.

Bartlett Tree Expert's debris in their truck flew out of their truck and struck/damaged my car's windshield while driving alongside the left.Debris flew out of Bartlett's truck and struck/damaged my windshield while my son was driving my car on the highway alongside the left of the Bartlett truck. My son's friend (also in my car at the time) wrote down the business, contact info, and truck #([redacted]). My son called and spoke to [redacted] to report the accident and was told to claim it with our insurance. I called [redacted] and told him that I did not want to report it to my insurance to increase my premiums since it was Bartlett's responsibility to repair my windshield since their debris in their truck caused the problem. He refused since my son did not proof that the debris came from his truck.Desired SettlementReplace my car window.Business Response We called the complainant, listened to their claim that rocks fell from our truck and damaged their window. During the call the claim changed from Rocks because we do not carry any soil or rocks in our trucks, only wood chips, then the debris must have been wood. Wood chips are soft and light, and will not damage a windshield. We discussed this with our crew. There was never anyone behind our trucks as we had another vehicle following for the entire trip. The complainant said they were behind us, then when asked again, the story changed again to following in the next lane over. We will not accept liability for road debris causing damage to a windshield or other part of a vehicle without very specific proof. We advised the complainant to contact their insurance company. If they feel the issue warrants, they will contact our insurance company. We provided the name of our insurance company.Consumer Response First of all, I was not the driver of the vehicle and was only relaying what I heard from my son via a phone call. Second, after clarifying with him and the passenger who was with him at the time of the incident when I got home, and actually seeing my car's windshield, I better understood what they were saying. The facts of this incident are as follows: 1. My son and a passenger were driving my car in the middle lane of HWY 540 on the left of a Bartlett Tree Experts truck; the Bartlett truck was in the right lane. 2. They both saw debris come out of the Bartlett truck and hit and damage my car's windshield. Neither my son, nor the passenger, could be absolutely certain what the object/debris was since both vehicles were traveling at a minimum of 70mph (speed limit); and so was the debris. Whatever it was that hit my car, it had a lot of force and was very loud. Thankfully, my son did not swerve to avoid the debris, and end up hitting another car or having an accident. 3. If you would like to talk to the passenger of my car, I will be more than happy to have him call you. He supports my son's claim that debris came out of the Bartlett truck and struck my windshield. I am the damaged party here because Bartlett failed to secure the debris in their trucks before they drove down HWY 540.4. Bartlett wants me to claim this damage to my windshield with my insurance company; however, as I told their representative, I do not want my insurance premiums to increase because of something that I (or my son) did not cause. Bartlett Tree Experts carries insurance on their vehicles in case of accidents and they should take responsibility for this when two witnesses saw this happen. The representative said we had no proof that the debris came out of their truck; however, two witnesses saw it happen, and I don't know anyone that goes around filming 24 hours a day in the event that an accident may occur. It is unfortunate that a business does not take responsibility for their negligence when TWO witnesses saw DEBRIS come out of their truck and hit and damage the windshield of my car.

Wonderful experience. Ethan answered all my questions and concerns. I had a very large tree in my back yard (about 70 feet) with branches tangled up with 2 other nearby trees. He sent a team headed by Alex to bring the one tree down. Alex and team were very professional and knowledgeable. They cleaned and swept away all debris.
Would definitely use again.

excellent customer service. They trimmed my trees several months ago and they became overgrown. One call and [redacted] responded ASAP and fixed the problem at no cost to me. For ANY tree needs, this company is definitely the way to go! [redacted] is the bomb!!!!

Review: I called the Bartlett Tree Expert office to request an estimate for removal of a mature, blue spruce tree in my front yard. I live in a townhouse in a row. They made an appointment to have an arborist come out and give me an estimate. He came to my house on Wednesday, June 11, 2014. He told me he had looked at my tree and determined that it had no problems that he could see, that the roots looked good, and the bark, which I pointed out, was pealing off and leaving underneath exposed, was ok, that this was normal stress. So, he recommended that with care, and feeding in the fall, the tree would heal properly from the considerable winter storm damage, which consisted of many, at least seven large branches, still stuck in the tree be removed, and the tree fertilized in the fall. Long story short, I could not convince him to cut down the tree. He sent me a proposal for the above mentioned work. I signed it reluctantly, but later again asked for an amendment to the contract, because I noticed on July 4, 2014, that the wind was causing the trunk along with the branches to move. I felt I had a hazardous tree that was not sound. Ok, he will write something up and send it. He never did. I called the office on Saturday July 5, 2014, got a voicemail box to leave a message for the man on emergency duty. I left the above stated message. He never called back. Now this is three days since I let the business know I have a hazardous tree ready to fall over. The contract was signed June 14, 2014. He gave himself from June 30, 2014 to July 21, 2014 to do the trim work. This tree, if I am lucky, will not fall over before that date! I called and made an appointment for another tree service to come cut down the tree. They can't get to it until the week of July 21, 2014.Desired Settlement: They should admit their error, that the tree is not sound if the entire trunk of the tree is moving in the wind with the branches!They should either come out immediately and cut down the tree, or they should recind the contract.I will attempt to get the other company to come for emergency service.I don't have time or money to play games with these types of businesses.

Business

Response:

7-11-14Dear Revdex.com;I am responding to a complaint we received on 7-10-14. The complaint ID# is [redacted]. We have reached out to [redacted] to respectively resolve her complaint in a timely matter, We will inform you when we have reached a resolution to hercomplaint, Thank YouSincerely,Paul S[redacted] Arborist Representative Bartlett Tree Experts

Business

Response:

Dear Revdex.com,I received the complaint number [redacted] on July 10, 2014. After some investigation into the matter, I called [redacted] on July 11, July 14, and July 15, 2014 and left her a message each time. She called back on July 17, 2014 at approx. 8am. We had a nice talk and she explained that she had another service remove her tree already. I explained that was fine and that I would withdraw all contractual obligations she had with us. She said this satisfied her complaint and that she would withdraw her complaint to the Revdex.com.I hope that this resolution satisfies this Revdex.com complaint because my investigation revealed that the complaint was unwarranted for the following reasons.• While Bartlett Tree Experts certainly offers hazardous tree removal; we are not in the business of taking valuable trees down that do not need to be cut down. Many of our clients appreciate that.• We were fully with the estimated completion time frame of the work when she called to change the scope of work. She called on a holiday weekend when the storm came through and caused massive damage throughout the region, yet her tree stood fine. Trees do move in the wind, which is normal.• While her tree stood through the July 4"storm she stated that she would like it to be removed. A proposal was emailed to her on our next business day (Monday, July 7, 2014) for removal. She did not reply to approve this proposal.• She could have canceled the original work at any time if she did not like the plan that had been agreed upon.I hope that the Revdex.com sees that we responded to this unwarranted complaint in good faith and settled it to the satisfaction of the client. Protecting our good standing with the Revdex.com is very important to us.Sincerely,Stephen G[redacted], Local ManagerBartlett Tree Experts,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,