Dupont Registry

We apologize about the misunderstanding however we have made a good faith effort to get this issue resolved via email and/or phone The customer continues to hang up and is unwilling to negotiate a resolution, I stand by my response and am still open to negotiate a resolution at to only charge the cost of renting a stump grinder and labor will be free of chargeAt Joes Tree Care we strive for customer satisfaction and honesty, integrity and reliability is what makes us who we areThank you for taking the time to respond and look forward resolving this issue[redacted] **

Complaint: ***
I am rejecting this response because: it is inaccurateThey made a mistake twice and failed to correct itPricing is irrelevant, that was thier decision not mineVerbally it was requested for this service to be included, on contract they have written something that if you google bring up stump girding, quite frankly while they appear to be a decent business, they have no idea on how to make things right for a customer when they make a mistakeThe amount of arguing, and going back on their verbal commitments that they are expecting to from a customer should be noted for future customers needs
Regards,
*** ***

Hi my name is *** I am the office manager at Joe's Tree careWe had done an original estimate for *** *** on 1/13/which included removal of trees ft wide with stump cut down flush to the groundWe followed up with him that same day and he wasn't ready to have services done at that
timeOn 6/3/ *** contacted my office and spoke with me (***) directly regarding his estimate and if we could offer any additional discounts and I offered him a 10% off total cost discount which totaled $dollars off the totalI resent the invoice to MR *** with the new total of where also it shows stump would be cut flush to the ground*** responded with an approval of the invoiceOn Monday 6/6/I was out of my office due to medical reasons and *** was in charge of customer relations*** happened to be the gentlemen that went to Mr *** property and provided him with the estimateOn monday *** spoke with *** and informed him that we were behind schedule and if we could reschedule the service to be done the following day 6/7/Mr *** was ok with the rescheduleOn Tuesday 6/7/Mr *** spoke with *** and informed him the stump was to be grinded and ***(sales mgr) informed him that if on the original invoice it shows that the stump was to be grinded we would offer the grinding at no chargeThrough careful evaluation I confirmed the stump grinding wasn't included and spoke directly with the customer via phone and the customer started to get irate at which he stated wanted the service to be free or he would place bad reviews on the company, at that point when I tried negotiating a price he hung up I informed the customer that the stump grinding cost is based on the cost of rental and no extra charge on labor would be addedCustomer refused and hung upAt any moment if we add or change services on our invoices we have our customers approve the new total via emailI always strive on customer satisfaction and tried my best to my power to correct the issue the customer refuses to hear any explanation and hangs upCustomer recommendations is how we grow our company and I hope the documentation show evidence that we tried our hardest to correct thisPlease contact me if you have any questions. Thank you

The trend is the same, there is a lot of lip service and no actionHow can a businessnot honor it's committed obligations and expect the customer to be happy ?Pardon me but given my experience with them and they going back on their word twice, they need to put forward a written offer that they commit to if they want to take care if the customerI am yet to see one. W Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We apologize about the misunderstanding however we have made a good faith effort to get this issue resolved via email and/or phone.  The customer continues to hang up and is unwilling to negotiate a resolution,  I stand by my response and am still open to negotiate a resolution at to only charge the cost of renting a stump grinder and labor will be free of charge. At Joes Tree Care we strive for customer satisfaction and honesty, integrity and reliability is what makes us who we are. Thank you for taking the time to respond and look forward resolving this issue.[redacted]