Complaint: [redacted]
I am rejecting this response because: After reading this false response, I do not want to deal with him anymore. I did not ask him to cut another tree - in fact didn't want to touch that tree. He said it needed to be done and since they were already there he would do it for $500. If it wasn't for the fact that I can be swayed by a professional, seemingly because they know more than I do about it, I probably would have said no to this offer. Now I have absolutely no shade on my deck at all. And, I did not tell him that I would give him the job if he matched [redacted] Tree Service. He told me he would match the price, and all the reasons why he was the safer choice, insurance, etc. So there he has falsified again. I don't want to belabor this because I have other things to do and I don't want to give what time I have to him. Just wanted you to know that he is not as honest as he claims to be. By the way, the only reason my son was there that day was that I was visiting my husband in the Veterans Home and he offered to stop by and meet the man. He did not give a contract at all, just a small yellow invoice type page that said how much it would cost.Just so you know. I'm done with this.Thank you for following up.
Sincerely,
[redacted]
I'm sorry to see that Miss [redacted] is so upset about the job we did for her because we do the same type of tree work for hundreds of customers who are happy with our services. I feel like she may not be satisfied with anything I could do for her unless it was free. When I did this...
particular estimate I met with her son about the tree removal and stump grinding, and I explained to him the work I would do. I wrote up an estimate form and gave it to him. I explained verbally that we would not be hauling away the stump grinding chips (mulch) because that is not included in a standard grinding, but would do the stump for $200 as was listed on the estimate form. A couple of weeks later I followed up on the job and she said [redacted] Tree Service bid the job at $1900 but she didn't seem too excited about having them do the job. She said if I matched their bid I could have the job, so I agreed. We did the job; cut the tree down and ground out the stump, like we had agreed on. She also had us cut down another oak tree which I did for $500 for her. That was a great deal, as a favor to her, since we were already on the job and she had given us work. I would have generally charged more for it. I also cut an extra limb off of another sycamore tree for her at no charge, just to be nice. I feel as though I went beyond what was expected of me for this particular lady. Her complaint was about me leaving spots on her drive way, being later than expected, and not hauling away the chips from the stump grinding. She never mentioned the spots not being water to me so I was unaware of that. All I know is that she mentioned spots on the drive way where our cooler was sitting so I assumed it was melted ice, but one of my guys could have spilled their soda, so I don't know for sure what it was. Moving on, I work 6 days a week, and take care of each customer as they come, just as any big business would do. Some larger tree companies have a much longer wait list than I, so I'm not sure what she was expecting as far as the timing. As far as the wood chips are concerned, it's standard with any tree service to leave the chips in a mound over the hole where the stump had been. I can't imagine her son not mentioning that to her since I made sure to tell him while giving the bid. I regret not telling her face to face, but it never came up. I have so many things going on while getting a job complete in a timely manor for my customers so I am not 100% thorough 100% of the time, and I apologize to her for that. I tried to explain all of this to her after the job was done, while she was complaining, but she didn't want to hear it. I told her I could make an extra trip to haul away the chips for $200, which is less than I would normally charge becasue that's a huge job, but I wanted to make things right with her and since I didn't specifically verbalize it with her or spell it out on the estimate form, I felt bad. It was not mentioned anywhere though that I would haul away the grindings, as she is insinuating. When you grind out a 5 ft by 5ft stump it would always be an extra trip with a truck and trailer. That is a lot of added expense for a company which is why it's never included in a standard stump grinding, and why I always mention it at the time I give the estimate. I pride myself on superior customer service and satisfaction and it means a lot to me to please my customers, so to see a compaint like this is disheartening. I understand that I will not be able to please everyone all the time and I am sorry that Miss [redacted] is one that is displeased. I will keep the offer to make a trip out and remove the stump grindings for $200 for her if she ever would like to hold me up on that offer. I am sorry for the lack of thorough communication with her, being that she was not present at the time I gave the estimate.
Complaint: [redacted]
I am rejecting this response because: After reading this false response, I do not want to deal with him anymore. I did not ask him to cut another tree - in fact didn't want to touch that tree. He said it needed to be done and since they were already there he would do it for $500. If it wasn't for the fact that I can be swayed by a professional, seemingly because they know more than I do about it, I probably would have said no to this offer. Now I have absolutely no shade on my deck at all. And, I did not tell him that I would give him the job if he matched [redacted] Tree Service. He told me he would match the price, and all the reasons why he was the safer choice, insurance, etc. So there he has falsified again. I don't want to belabor this because I have other things to do and I don't want to give what time I have to him. Just wanted you to know that he is not as honest as he claims to be. By the way, the only reason my son was there that day was that I was visiting my husband in the Veterans Home and he offered to stop by and meet the man. He did not give a contract at all, just a small yellow invoice type page that said how much it would cost.Just so you know. I'm done with this.Thank you for following up.
Sincerely,
[redacted]
I'm sorry to see that Miss [redacted] is so upset about the job we did for her because we do the same type of tree work for hundreds of customers who are happy with our services. I feel like she may not be satisfied with anything I could do for her unless it was free. When I did this...
particular estimate I met with her son about the tree removal and stump grinding, and I explained to him the work I would do. I wrote up an estimate form and gave it to him. I explained verbally that we would not be hauling away the stump grinding chips (mulch) because that is not included in a standard grinding, but would do the stump for $200 as was listed on the estimate form. A couple of weeks later I followed up on the job and she said [redacted] Tree Service bid the job at $1900 but she didn't seem too excited about having them do the job. She said if I matched their bid I could have the job, so I agreed. We did the job; cut the tree down and ground out the stump, like we had agreed on. She also had us cut down another oak tree which I did for $500 for her. That was a great deal, as a favor to her, since we were already on the job and she had given us work. I would have generally charged more for it. I also cut an extra limb off of another sycamore tree for her at no charge, just to be nice. I feel as though I went beyond what was expected of me for this particular lady. Her complaint was about me leaving spots on her drive way, being later than expected, and not hauling away the chips from the stump grinding. She never mentioned the spots not being water to me so I was unaware of that. All I know is that she mentioned spots on the drive way where our cooler was sitting so I assumed it was melted ice, but one of my guys could have spilled their soda, so I don't know for sure what it was. Moving on, I work 6 days a week, and take care of each customer as they come, just as any big business would do. Some larger tree companies have a much longer wait list than I, so I'm not sure what she was expecting as far as the timing. As far as the wood chips are concerned, it's standard with any tree service to leave the chips in a mound over the hole where the stump had been. I can't imagine her son not mentioning that to her since I made sure to tell him while giving the bid. I regret not telling her face to face, but it never came up. I have so many things going on while getting a job complete in a timely manor for my customers so I am not 100% thorough 100% of the time, and I apologize to her for that. I tried to explain all of this to her after the job was done, while she was complaining, but she didn't want to hear it. I told her I could make an extra trip to haul away the chips for $200, which is less than I would normally charge becasue that's a huge job, but I wanted to make things right with her and since I didn't specifically verbalize it with her or spell it out on the estimate form, I felt bad. It was not mentioned anywhere though that I would haul away the grindings, as she is insinuating. When you grind out a 5 ft by 5ft stump it would always be an extra trip with a truck and trailer. That is a lot of added expense for a company which is why it's never included in a standard stump grinding, and why I always mention it at the time I give the estimate. I pride myself on superior customer service and satisfaction and it means a lot to me to please my customers, so to see a compaint like this is disheartening. I understand that I will not be able to please everyone all the time and I am sorry that Miss [redacted] is one that is displeased. I will keep the offer to make a trip out and remove the stump grindings for $200 for her if she ever would like to hold me up on that offer. I am sorry for the lack of thorough communication with her, being that she was not present at the time I gave the estimate.