Don's Tree Service

[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.]
Revdex.com:
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,
 
[redacted]

The [redacted] manufacturer's warranty states that a body impression in the surface of the mattress has to exceed 1 1/2". This customer's mattress measured under 1 1/2" for the depth of the impression. Steinhafels stands behind the manufacturer's warranty and can only have [redacted] approve the return if...

its within their guidelines. We will contact the customer and offer him another inspection to measure again. Our first inspection for this issue was on 2/21/15.

[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.]
Revdex.com:
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,
 
[redacted] And [redacted]

We called this customer on 11/21/ 14 and have her scheduled for Nov. 26 with a Steinhafels service technician. There will be no charges to her on the repairs. We are taking care of her. We apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is false. On such a tiny device that information is not visible. Further the guy lied about what I was signing. Nobody ever provided me copies of this disclosure. You're wrong, this is fraudulent practice and you know it.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We apologize for our customer's experience with the Guardsman protection plan. We have called this customer and left a message for her inviting her to come to one of our stores to select a different set and return the original one. We will also give her free delivery on the reselection and pick up...

of the old set.

We apologize for the delay in processing this request. We will be contacting this customer ASAP.

I spoke to customer and apologized for her experience. We had a good discussion and came to an agreement. We again apologize for the frustration this has caused.

We have made two delivery stops to this customer's home. The first was to deliver her a drawer chest on 11/15/14, and the second was to pick up the drawer chest on 12/6/14 because she wanted to return it for a refund. On both trips our delivery drivers had this customer sign a damage waiver which we...

have every customer sign before our drivers leave the home. This waiver states very clearly that any damage must be reported while the drivers are still in the customer's home. The customer has the opportunity at that point to inspect the path of delivery for any damage. On both of our trips to her home this customer signed off on the waiver while our drivers were still in her home. Steinhafels will not be performing any home repairs for this customer because the waiver states;  STEINHAFELS WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE, and this customer signed this waiver both times while we were in her home. Please see attached signed documents.

This customer canceled his order on Tues February 24th and the refund of $1012.69 was sent back to his credit card on Wed Feb 25th.  It can take up to 3 - 5 business days for credit card providers to show refunds on line. We apologize for any inconvenience we may have caused.

You have copies of the signed waivers in of our two previous responses.  The customer checks a box and then signs the waiver. By signing the waiver Ms. [redacted]
released us of liability. Its says in all caps what they signed. 
Customers can be emailed all signatures upon their request, similar to
when you sign for a UPS package. Again, below is what Ms [redacted] signed off on. She had an opportunity to read it and check on the path of delivery before she signed it. [redacted]STOP, READ BEFORE SIGNING[redacted]All
property and home damage must be reported NOW, at the time of
delivery.  Home and property damage claims must be reported to
management while the delivery team is at the home. This includes but is
not limited to doors, floors, walls, and personal property. This DOES
NOT affect the return or exchange policy on new furniture. STEINHAFELS
WILL NOT BE RESPONSIBLE FOR HOME AND/OR PROPERTY DAMAGE REPORTED AFTER
THE DELIVERY TEAM LEAVES THE RESIDENCE.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What is my next route to pursue Steinhafel's POOR BUSINESS PRACTICES in this matter?At our home, we have purchased furniture from them for over 10 years.
Regards,
[redacted]

This customer purchased a Whalen TV stand that was tagged incorrectly at our [redacted] store.  We showed
the Honey Maple on our show room floor, which is what the customer wanted, but the tag was for the
Cherry finish.  The day she picked it up was a Saturday,
and our manager says she...

had no messages on her phone.  However she did talk with her later and  found
that we still had stock on the Honey Maple that was clearance priced.  It  was less money then what she orig paid.  As a customer courtesy we also gave her free delivery and had
it scheduled for Saturday 3/28 delivery.Customer called our manager on Saturday
and left a message, and was not happy that she received a call that the
delivery would have to be rescheduled.  Our manager returned her call, apologized
for the inconvenience, and explained that one of our delivery drivers was ill and the truck was going to have to return to our warehouse. We had other customers who were inconvenienced that day as well. All the customers were called and rescheduled.  Her delivery was rescheduled for Sunday 3/29. We will have our [redacted] manager call her again today and apologize.

This is a complaint that we have already responded to on 12/9/14. We have made two delivery stops
to Ms. [redacted]'s home. The first was to deliver her a drawer chest on
11/15/14, and the second was to pick up the drawer chest on 12/6/14
because she wanted it returned for a refund. On both trips...

our
delivery team presented a delivery damage waiver to Ms. [redacted].  We
present a damage waiver to every customer to sign before a delivery team
leaves a home. The waiver states very clearly that any damage must be
reported while the delivery team is still in the customer's home. Ms.
[redacted] had the opportunity to inspect the path of delivery for any
damage. On both trips to her home she signed off on the waiver while the
drivers were still in her home. This waiver states; STEINHAFELS
WILL NOT BE RESPONSIBLE FOR HOME AND / OR PROPERTY DAMAGE REPORTED
AFTER THE DELIVERY TEAM LEAVES THE RESIDENCE. Steinhafels
will not be performing home repairs for Ms. [redacted] because she signed
off on the damage waivers on both of our delivery trips. Please see
attached signed waiver forms.

We have stated our position in this matter in our first reply. You have copies of the signed waivers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 
 Steinhafels promised to contact us by email  within two days after they were contacted by the Revdex.com to rectify the situation with our mattress. That would have been 10/29/2014. We have not heard from them yet and it is 11/04/2014.

We apologize for this customer's experience. The plan that was mailed to the customer details the exact terms of coverage. We will however refund the moeny they paid for their protection plan. The refund will be applied to the credit card they used for their purchase.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I've been hearing the exact same thing every month for EIGHT YEARS!!! That's 100 times! 
Regards,
[redacted]

Review: A written estimate was obtained to cut down and remove a Liquid Amber for $1000. A tree crew arrived and refused to do the job for agreed price.

My elderly mother has a Liquid Amber Tree in her front yard that is in the process of dying from the top. The tree is approximately 38 years old. My mother asked me to get the tree removed. I had 4 separate estimates completed and decided to have Don's Tree Service to do the removal. The estimate from Don's was priced in the middle of the other estimates on the lower end. The written estimate was done on April 23, 2013 by an employee of Don's Tree Service. The estimate of $1000 included cutting down, stump grinding and removal. The written estimate is 1 page long and shows a map of the property.

I decided to have Don's do the work after I reviewed their contractor's license and internet reviews. I spoke to [redacted] with the company and we agreed to have the tree cut down Wednesday May 16th at 0800 hrs. I was told by [redacted] that [redacted]'s crew would do the job. I received a call from my mother on the 23rd that the tree company came by and left without doing the work. One of the tree cutters informed my mother that they could not cut the tree down for the estimate price. The tree was too big and they would not make any money. I waited 2 days for [redacted] to update me but he failed to call me. I called the business and we missed contact for the next 2 days until Tuesday May 21st. [redacted] gave me the new price to cut the tree down at $2000 for the tree and $300 to grind the stump. A 10% savings would be granted by [redacted] for unknown reasons. This was $1300 more than the original estimate completed 2 ½ weeks earlier. Did the tree change that much in this amount of time? I was willing to give in by not requiring the stump to be ground for the same estimate price. This would have saved the company $375.

[redacted] did not accept this change that I offered. He told me the best price he could do is at his cost that he estimated to be $1600 for the tree only. This amount would not include the stump grinding. I started to get upset because of the lack of customer service I was receiving. [redacted] was completely professional but he stated that the job would not be completed for any less. He apologized and suggested I should have the work done by another company. Are you kidding me? I was told the job was much bigger and Don's Tree Service could not afford to complete the job. They would go out of business by doing this job. The estimate to do the job was $1000 for cutting down, stump grinding and removal of the wood. The new price for the same work was changed to $2300(minus 10% = $2070).

I can not understand such a large difference from the original estimate that was completed 2 ½ weeks earlier. Was it that my mother is 84 years old and the tree crew tried to get more? I certainly hope this is not what happened nor would I think it would occur in today's world. Was the estimate that was given by an employee of Don's Tree Service that much wrong? Did the contract tree crew refuse to do the work for that amount of money or were these employees better at estimating the job? I am having a hard time understanding the answers. The only answer I was given is that Don's Tree Service would not do the job for the estimated cost.

A copy of the original estimate will be supplied on request.

Desired Settlement: I would like the Liquid Amber tree removed from my mother's front yard for $1000. I will give in and not require the stump to be ground for the same price. This will save the company approximately $375 by not having this portion completed.

Business

Response:

Business' Initial Response

Our situation was thoroughly explained to Mr. [redacted], that one of my employees was on light duty due to an injury and has been helping me with estimates, he has been fine with smaller trees but grossly misjudged Mr. [redacted]'s mom's tree. The crew arrived for 6 hour removal and found a tree that would take two full days to remove and the left half of tree is completely dead.

I apologized for the error and encouraged him to go with another company, and hesitated to give him the adjusted bid as the discrepancy was so large. In my discussion with him I offered to do the tree for our cost, but we are not financially secure enough to take a major loss at this time. Mr [redacted] told me I would take the tree down for $ 1,000.00 or he would excoriate

us on Angies' List, Yelp and at the Revdex.com.

I told him if he felt he was treated unfairly he should complain,

but I'm not going to be blackmailed into doing the tree at a $600 or $700 loss, I just can't afford, if it was smaller tree and the difference was smaller, we of course wouldn't hesitate to do the tree.

Mr. [redacted]_s other bids were; one for $800 no license or insurance, one company for $2,400, and one for $2,800.

Unfortunately we have to with draw our offer to d the tree for $1,600 as the green waste sight is now charging to dump and there would be an additional $400 to $500 in dump fees. I also told Mr. [redacted] that a large section of the tree is dead and it should be done with a bucket truck for safety, we don't have a bucket truck.

We didn't have a signed agreement and we didn't take an advance or deposit, how are we unscrupulous if we withdraw our bid for financial or safety concerns. The insinuation we were trying to take advantage of his mother is mute, he made it clear we were dealing with only him, and we made it clear we preferred not to do the tree.

We accept whatever blemish on our reputation we deserve but

we decline to remove the tree .