D. DeClue's Tree Service

Revdex.com / Ms. [redacted] - I want to start by apologizing for the delay in removing the stump.  I assure you this is delay is an exception to our normal operating procedures.  While I know all you are only interested in getting the stump removed, I do feel the need to explain what has caused...

the delay and why [redacted] has not been in touch sooner.We run a very small operation, with [redacted] not just owning, but also operating all day-to-day operations.  As his spouse, I help out with office related tasks, in addition to my full-time position at [redacted].  I had an unexpected emergency surgery in March, followed 2 weeks later by a car accident.  Since [redacted] is my husband, he was preoccupied helping me through all of that.  As soon as things were getting back to normal, the second week of April, my father passed away suddenly.  [redacted] had the misfortune of being the person who found my father's body and since the circumstances of his death were unclear, this was extremely difficult and drawn out. While still reeling with my father's death, two of my co-workers were murdered while on the job on April 20.  (You may have seen the news coverage.)  As a 28 year veteran of the company, my position and work relationships, I spent the next several days counseling co-workers.  We finally buried my father on April 23 and we buried my colleagues on April 25.  I've been trying to catch up on emails and saw this message.  While I know sharing all this personal information with you is out of the ordinary, I felt the need to explain the out of the ordinary reasons for the delay.  I would like to be able to say that the stump will be removed right away, but due to the excessive rain and impending flooding in our area, I am unable to give an expected date for the stump removal.  We are located in Fenton and many of our customers, both business and residential along with family and friends are being impacted by the rising flood waters.  [redacted] is helping move people out of their homes as I type this.  So, if the customer is unable to wait any longer for the stump removal, I can send her a refund for $125, which was the cost of the stump removal.  Please let us know how to proceed.  Again, we are truly sorry for the delay.  Thank you!

Complaint: [redacted]
I am rejecting this response because:
According to the neighbor the stump was ground 3 weeks ago.  So yes the work was completed about 8-9 weeks after he was paid and told me he would be out the next day to complete the work.   Within those 8-9 weeks he committed to complete the work and never showed up.  Never returned phone calls.Not exactly the type contractor I want to work with. The end
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am truly sorry for the [redacted] family's recent misfortunes. However, I hired Mr. [redacted] in early February....over a month before these misfortunes occurred. Therefore, according to this timeline these events had nothing to do with the fact that he did not complete the work when promised, or an excuse to why he failed to return any phone calls. The response that he will remove the stump when he gets around to it is no better than the situation that we were in before this complaint. I understand that there is flooding and that the weather is bad, but that is why I hired Mr. [redacted] in February and not April, when storms are frequent and tree services are busy. I will accept a refund for the work not completed....however that amount was quoted to me as $150, not $125 as was proposed in the response. (Original quote was $475 for tree removal, $150 for stump removal for a total of $625). I would be happy to forward a copy upon request of what Mr. [redacted] gave to me for the original quote.
Sincerely,
[redacted]

I appreciate the customer's frustration.  I cannot explain what caused the initial delay in removing the stump, I just wanted to share all the things that brought us to this point.  We have an excellent reputation, but obviously we aren't perfect.  We are prepared to refund the customer for the stump removal.  I noticed the rejection was based on me using the figure of $125.  That is what I thought the amount was, but I guess I misspoke.  We are prepared to issue a refund for $150 to the customer to put this unfortunate matter behind us.  Just to make sure all info is correct, please respond with the customer name and address and I will handle it right away.  Thank you.