Cowboy Tree & Spray Service Inc

Good Morning,I am very sorry for the miscommunication we seem to be having in regards to this projectSometimes the use of jargon by one or both parties can cause confusionThe tree in question had been previously pollard cut (Pollard cut: Pruning technique by which young trees or branches are
initially headed and then reheaded on an annual basis without disturbing the callus knob.) and when the job was bid a pollard cut is what was talked aboutThe term "drop crotch" meaning a thinning cut, which removes the terminal portion of a large branch or leader back to a lateral large enough to assume the terminal roleThis type of cut did not fit the job request and was not what the approved estimate was forHowever, when the crew is at the job-site they take into account the customers wishes of cutting more or cutting less, Mr*** advised our crew from start to stop, exactly what he wanted done with the treeHowever, there seemed to be some disagreement between Mrand Mrs*** as to the correct outcome of the treeEven after the fact when Randy went to meet with them Mrwanted nothing more to be done and Mrsasked when we were coming back to cut more off the treeI will apologize if our employees seemed unfocused and unprofessional, however as per state law they are required to take breaks and a lunch in an 8-hour work dayAlso, it is required by law that there be a ground man when an Ariel lift is in use, some days the ground job is an easy oneI will also apologize for the powerline service drop being hit by the boom lift and the resulting loss of electricity for the homeWhen Randy returned from his work-related business trip, he immediately scheduled a time with the customer to come by and look at the tree and power line issueWe have contacted a licensed and bonded Electrician and have a repair date scheduled and approved by Mr*** to repair the damage done to the mastWe are accepting responsibility for the Pacific Power bill and the Electrician’s bill, we are expecting the customer to accept responsibility for the tree work done and the $bill that was agreed upon prior to the jobEspecially since Mr*** was advising our crew of what cuts and how much they wanted removed from the tree at the time of service.Cowboy Tree LLC

We are currently trying to schedule a day and time to meet with the customer, a good faith effort is still being made to address this situation

Complaint: ***
I am rejecting this response because:As per our conversation of 6/8/at about 09:AM:I reject the offer from R.B***(RB) from Cowboy Tree service because:The first three sentences of RB's response to my complaint are grossly incorrect The event as described by RB NEVER HAPPENED In the many discussions I had with RB this alleged conversation with his employee never occurred and this is the first I hear of itNow that I filed a complaint RB is attempting to fault me It is not my fault nor my responsibility that his employee cut feet instead of feet off some trees. Previously RB accepted full responsibility,as he should have, for his employee's errorITo put an end to this incident however,I am willing to meet with RB at my residence on June or 20,RB will contact me by phone as to the exact time by June 16,2017. Corrective action,as negotiated previously, will be completed no later than June 30,Thank youDr *** *** ** *** *** **
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*** *** ***Complaint # ***
Sincerely,
*** ***

From: Cowboy Tree LLC Sent: Friday, June 02, 12:PM Subject: Response to complaint ID ***In response to the complaint ID ***:The day the tree pruning job was completed, our crew lead trimmed back the trees as specifiedThe customer was unhappy with the amount removed and
asked him to cut more off, so he did what the customer askedThis resulted in too much being removedIn an attempt to make the customer happy; while the trees grow back to her desired height, we came up with an alternate solution of a wooden platform with some planters on itWe had scheduled some meetings with the customer to go over plans and talk about the processUnfortunately, we did have to reschedule a meeting on our end due to a large windstormI explained to the customer that we had people with trees on houses, and emergencies of that nature do take priorityThe customer then canceled meetings due to health-related issuesAt one point the customer requested we pick her up from a care facility so she could be at the house to meet with usUnfortunately, due to liability reasons, we were unable to honor that requestAt this point we are waiting for the customer to become available, so we can schedule in advance a time that will work for all parties involved.Thank you for your attention on this matter,Sierra O***Office ManagerCowboy Tree LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***