DLC Arbor Services LLC

It seems we are at an impasse Mr [redacted] has requested that we repair his gutter Even though he used the term repair in the complaint he has indicated to us that he wants it replaced He does not want to pay for the work that was done and he does not want our trimmers to return to complete the job It is our understanding that his desired settlement is to repair (replace) the gutter and not pay for any services renderedI assume the disputed amount of $is the cost replace the gutter, his complaint does not make this clear We offered to forgo all payment in exchange for the damage to the gutter This seems more than fair considering the work is valued at $and is at least 50% complete if not more [redacted] DLC

I will start off by responding to each sentence in "Customers Statement of the Problem"Sentence 1,2, All statements are true.Sentence I was not present when the work was done but our foreman states that he did not drop any large limbs on the roof or electrical linesHe does acknowledge that when he was throwing a limb off the roof it clipped the gutter.Sentence This is correct, our foreman did attempt to straighten with a pliers Sentence This is not trueThe gutter has a small dent and still functions properly.Sentence Mostly true, this was estimated at a half day job.Sentence We do not agree with any part of this sentence except that the tree was not complete The scope of the job changed significantly when the customer instructed us to remove the branch over the power line instead of "reducing the length/height long and tall lateral branches growing over power line", as is stated in the estimateAlso, the customer had use remove a large pile of bush, it appeared that this bush was generated from trimming the other trees on our estimate that were not approved I don't believe the customer has any experience or training to determine quality.Sentence Not trueSentence We acknowledge the tree was not complete This is due mainly to the scope of the job changing.Sentence I am not sure how old the tree but am am sure that it did not receive much care or attention in those year The status of the tree is/was very bad and is not something that can fixed at this pointThe The trimming that was done prior to DLC was lions tailingSentence Suckers were not caused by DLC trimmingThe large items that we accomplished during our visit was to remove the branch hanging over the power line and removing the bush pile.Sentence [redacted] spoke to the customer on numerous occasions [redacted] never did speak to the customer because [redacted] was handling itAfter these emails [redacted] made several offers to remedy the situation and the customer told [redacted] he "would have to think about it."Sentence That was only part of ***'s solution, [redacted] also offered to repair the gutter with the proper tools, we did not agree to replace the gutter as the first step in the process, it seemed reasonable to us to attempt repair first The implication here is that there is something wrong with the foreman on this job We do not agree, the foreman to totally qualified and very experienced.Sentence [redacted] offered to attempt repair with the proper tools.Sentence This is true, [redacted] called [redacted] and [redacted] indicated to him that he was negotiating with the customer.Sentence [redacted] and the customer have spoken several times As was stated before our last communication, before we received the Revdex.com complaint, with the customer he stated he needed to think about it During this last conversation the customer indicted that he wanted us to come back and finish trimming his tree, he also wanted us to replace his gutter and he indicated that he not not think he should have to pay anythingSentence If this offer was made [redacted] would not have agreed to it As stated before our foreman is totally qualified Bob would have been happy to meet the customer when he was repairing the gutter.Sentence Agreed [redacted] did think you were being unreasonable because you indicated that you did not think you should have to pay for services rendered.Sentence We cannot locate any subsequent emails[redacted] indicated on several occasions that he did not want the foreman back on this job He also indicated that the only solution to the gutter problem was to replace the gutterWe cannot accept these conditions Our foreman is qualified to do this work Also what wrong with attempting a repair? The customer has also indicated in this complaint that he does not want to pay for the work he has received, he only wants us to replace his gutter

Complaint: [redacted] I am rejecting this response because: I was glad to see acknowledgement of most of my complaint comments I am quite disappointed by the challenge to my account of the work at my house Specifically the following: Large limbs were in fact dropped on my roof and gutter, multiple times The characterization that the gutter damage is insignificant is inaccurate There are multiple dents where the gutter is disfigured and it now holds water in a low point caused by the damage It also leaks at the corner of the house A large limb DID become hung up in my electrical line The helper, James, struggled to get it dislodged from the line I would have expected to see this only from amatures Pulling on branches in the power lines is quite dangerous if not potentially deadly Perhaps ask for James' recollection of the event I watched this unfold from my deck I did ask the crew when they got there if they would give me a price for chipping a slash pile created from trimming I had done earlier I did not receive a quote and they DID NOT chip the slash pile I disposed of it myself later.I did not ask the trimmer to alter the scope of work The quote clearly states they were to trim the branch hanging over the power line An exact location of that cut was discussed with the salesman and that is how that branch was trimmed Nothing here was different than expected other than the limb that was cut landed on the power line.I have copies of all subsequent emails if DLC has interest in seeing them.I take particular exception to the statement that "I have no experience or training to determine quality." In fact I am an ISA Certified Arborist with a Horticulture Degree from CSU and have worked in the landscape industry for over years How many people other than arborists know what the term "lion tailing" means? DLC mentioins several times I refused to pay for the work That is true Who would? It's poor work that is unfinished and they damaged my house The way I see it, I should be billing them Sincerely, [redacted]

It seems we are at an impasse Mr *** has requested that we repair his gutter Even though he used the term repair in the complaint he has indicated to us that he wants it replaced He does not want to pay for the work that was done and he does not want our trimmers to return to complete the job It is our understanding that his desired settlement is to repair (replace) the gutter and not pay for any services renderedI assume the disputed amount of $is the cost replace the gutter, his complaint does not make this clear We offered to forgo all payment in exchange for the damage to the gutter This seems more than fair considering the work is valued at $and is at least 50% complete if not more *** *** DLC

I will start off by responding to each sentence in "Customers Statement of the Problem"Sentence 1,2,3.  All statements are true.Sentence 4 I was not present when the work was done but our foreman states that he did not drop any large limbs on the roof or electrical lines. He does acknowledge...

that when he was throwing a limb off the roof it clipped the gutter.Sentence 5 This is correct, our foreman did attempt to straighten with a pliers.  Sentence 6 This is not true. The gutter has a small dent and still functions properly.Sentence 7 Mostly true, this was estimated at a half day job.Sentence 8 We do not agree with any part of this sentence except that the tree was not complete.  The scope of the job changed significantly when the customer instructed us to remove the branch over the power line instead of "reducing the length/height long and tall lateral branches growing over power line", as is stated in the estimate. Also, the customer had use remove a large pile of bush,  it appeared that this bush was generated from trimming the other trees on our estimate that were not approved.  I don't believe the customer has any experience or training to determine quality.Sentence 9  Not trueSentence 10 We acknowledge the tree was not complete.  This is due mainly to the scope of the job changing.Sentence 11 I am not sure how old the tree but am am sure that it did not receive much care or attention in those year.  The status of the tree is/was very bad and is not something that can fixed at this point. The 2  The trimming that was done prior to DLC was lions tailing. Sentence 12 Suckers were not caused by DLC trimming. The 2 large items that we accomplished during our visit was to remove the branch hanging over the power line and removing the bush pile.Sentence 13 [redacted] spoke to the customer on numerous occasions.  [redacted] never did speak to the customer because [redacted] was handling it. After these emails [redacted] made several offers to remedy the situation and the customer told [redacted] he "would have to think about it."Sentence 14 That was only part of [redacted]'s solution, [redacted] also offered to repair the gutter with the proper tools, we did not agree to replace the gutter as the first step in the process, it seemed reasonable to us to attempt repair first.  The implication here is that there is something wrong with the foreman on this job.  We do not agree, the foreman to totally qualified and very experienced.Sentence 15 [redacted] offered to attempt repair with the proper tools.Sentence 16 This is true, [redacted] called [redacted] and [redacted] indicated to him that he was negotiating with the customer.Sentence 17 [redacted] and the customer have spoken several times.  As was stated before our last communication, before we received the Revdex.com complaint, with the customer he stated he needed to think about it.  During this last conversation the customer indicted that he wanted us to come back and finish trimming his tree, he also wanted us to replace his gutter and he indicated that he not not think he should have to pay anything. Sentence 18 If this offer was made [redacted] would not have agreed to it.  As stated before our foreman is totally qualified.  Bob would have been happy to meet the customer when he was repairing the gutter.Sentence 19 Agreed [redacted] did think you were being unreasonable because you indicated that you did not think you should have to pay for services rendered.Sentence 20 We cannot locate any subsequent emails.[redacted] indicated on several occasions that he did not want the foreman back on this job.  He also indicated that the only solution to the gutter problem was to replace the gutter. We cannot accept these conditions.  Our foreman is qualified to do this work.  Also what wrong with attempting a repair?  The customer has also indicated in this complaint that he does not want to pay for the work he has received, he only wants us to replace his gutter.

Complaint: [redacted]
I am rejecting this response because: I was glad to see acknowledgement of most of my complaint comments.  I am quite disappointed by the challenge to my account of the work at my house.  Specifically the following: Large limbs were in fact dropped on my roof and gutter, multiple times.  The characterization that the gutter damage is insignificant is inaccurate.  There are multiple dents where the gutter is disfigured and it now holds water in a low point caused by the damage.  It also leaks at the corner of the house.  A large limb DID become hung up in my electrical line.  The helper, James, struggled to get it dislodged from the line.  I would have expected to see this only from amatures.  Pulling on branches in the power lines is quite dangerous if not potentially deadly.  Perhaps ask for James' recollection of the event.  I watched this unfold from my deck.  I did ask the crew when they got there if they would give me a price for chipping a slash pile created from trimming I had done earlier.  I did not receive a quote and they DID NOT chip the slash pile.  I disposed of it myself later.I did not ask the trimmer to alter the scope of work.  The quote clearly states they were to trim the branch hanging over the power line.  An exact location of that cut was discussed with the salesman and that is how that branch was trimmed.  Nothing here was different than expected other than the limb that was cut landed on the power line.I have copies of all subsequent emails if DLC has interest in seeing them.I take particular exception to the statement that "I have no experience or training to determine quality."  In fact I am an ISA Certified Arborist with a Horticulture Degree from CSU and have worked in the landscape industry for over 30 years.  How many people other than arborists know what the term "lion tailing" means?  DLC mentioins several times I refused to pay for the work.  That is true.  Who would?  It's poor work that is unfinished and they damaged my house.  The way I see it, I should be billing them.
Sincerely,
[redacted]