Got Stump Inc

Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for the opportunity to discuss this matter via the Revdex.com
My name is *** *** and I am the owner of Got Stump IncWe have been in business for years
*** requested us to perform a free quotation, for removing
everything in the front yardI personally performed the quotation, clearly writing on the quotation "Remove all trees and shrubs front yard"I also included a separate price for the stumps to be ground out - leaving this as an optional service
When I arrived to perform the quotation it was clear to see the front yard had been neglected for some time: shrubs were in poor condition, they had not been pruned for some time, they were overgrown with weeds/grass, and the Mayday tree was visibly full of Black Knot disease, a very common fungal disease killing the majority of Mayday trees located in the city of Edmonton and province of AlbertaThe tree had only a year or two of life leftBeing a smaller tree (~15-ft tall) and not having the black knot pruned out routinely, it was not a salvageable tree
The quotation was left in the customer's mailbox
Shortly thereafter we received permission from *** to proceed with the work, with the exception of removing the two shrubs under the front windowOur Administrative Assistant made clear notes of this conversation and we have these notes on file
The Tree Crew and Lead Arborist came on site, cut down the tree and removed all the shrubs, with the exception of the two shrubs under the windowThe customer then came outside and told us the tree wasn't supposed to be removedOne of our employees, feeling bad for the customer and not knowing that the tree removal was actually on the quotation, mistakenly told the homeowner that we would supply a new potted tree to replace itShe was a new employee and assumed we had made an error, which we had not
Taking the high road and honoring the word of the new employee, I personally picked up a $Flowering Crabapple tree (about feet tall) as per the Administrative Assistant's discussion with ***(We have the receipt for the tree on file.)
We ground out the tree stump, added bone meal to the hole and installed the new treeThere was no brick around the tree, just a gallon of blue 2" shale rock(It is not possible to grind through brick, but possible to grind through shaleI have been grinding stumps for years and performed the work myself.)
After the tree was planted the administrative assistant received an angry phone call from ***, stating that the tree planted was a sapling (a sapling is about a inch tree)She also complained the lawn was damaged from the stump grinder and stated their expectations for us to landscape around the tree, installing decorative rock, new edging, and a bigger tree
The old edging was not damaged, so it did not need to be replacedThe stump grinding did not damage the lawn as the ground pressure of the stump grinder (PSI) is less than the ground pressure walking on the front lawn(Documentation can be found here:
http://stumpcutters.com/stump-cutters/track-mounted/sp7015-trx-series/)
The stump grinding machine was not turned on the grass so no scuff marks were madeThe client's lawn had not been watered in some time the grass was simply dry and showed temporary trampled marks which disappear with watering*** is correct that the shale raked back around the tree has dirt mixed in, but a simple wash with water would rinse it awayAlternatively a gallon of new shale could be added around the tree at a cost of a few dollars
We had invested much time and effort with this client, even though we made no error in the work we performedBecause of the accusations regarding damage from the grinding, I informed the customer we would not return to complete the other optional grinding and that there would be of course no charge for stump grindingThey would only be charged for tree and shrub removal work that they had initially agreed to, less monies for the two shrubs they retained at the front of the house under the window
I spoke with ***'s husband as per her requestHe informed us that he would take us to small claims court and had done this many times in the pastI told him I could thus no longer speak with him on the phone as he was being unreasonable, that we were never truly obligated to replant a new tree to begin with, that we were merely trying to be nice
As per our company policy, which is no different than most other company policies out there, I informed ***'s husband that if the invoice for the work performed was not paid, it would be sent to collections
After this conversation ended, we received a request from the client asking us for a copy of the quotation because they didn't have their original copyWe complied and emailed a copy to them
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read ***'s statement and fully agree with him that the lawn was not maintained at the time that he cameIn fact we recently purchases the house and we're excited to start on getting the yard fixedMy main complaint is that after removing the bushes the stumps were not removed even though I spoke with the receptionists more than once and she assured me that would be happening soonhad I known that the bushes would have just been cut and the stumps would not be removed I would not have had them cut downI would like the stumps to be ground up so that I can go ahead and fix the front yard
Final Business Response /* (4000, 9, 2015/07/17) */
We have no issue grinding the remaining stumpsAfter doing so *** must paying the original quotation amount, as follows:
$+ GST for removing all trees and shrubs on the front yard of her property (less $for the two shrubs she kept)
$+ GST for stump grinding for the trees and shrubbery we removed at her property
$+ GST for the tree removal at her parents place (and we will even grind this stump for free if she likes)
Please note that we will not offer any further discounts nor replace the tree we planted, since we did not make an error regarding the work order
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the stumps are removed and ground and the work is completed as requested the bill we be paid

Initial Business Response /* (1000, 5, 2015/07/02) */
Thank you for the opportunity to discuss this matter via the Revdex.com
My name is *** *** and I am the owner of Got Stump IncWe have been in business for years
*** requested us to perform a free quotation, for removing everything in
the front yardI personally performed the quotation, clearly writing on the quotation "Remove all trees and shrubs front yard"I also included a separate price for the stumps to be ground out - leaving this as an optional service
When I arrived to perform the quotation it was clear to see the front yard had been neglected for some time: shrubs were in poor condition, they had not been pruned for some time, they were overgrown with weeds/grass, and the Mayday tree was visibly full of Black Knot disease, a very common fungal disease killing the majority of Mayday trees located in the city of Edmonton and province of AlbertaThe tree had only a year or two of life leftBeing a smaller tree (~15-ft tall) and not having the black knot pruned out routinely, it was not a salvageable tree
The quotation was left in the customer's mailbox
Shortly thereafter we received permission from *** to proceed with the work, with the exception of removing the two shrubs under the front windowOur Administrative Assistant made clear notes of this conversation and we have these notes on file
The Tree Crew and Lead Arborist came on site, cut down the tree and removed all the shrubs, with the exception of the two shrubs under the windowThe customer then came outside and told us the tree wasn't supposed to be removedOne of our employees, feeling bad for the customer and not knowing that the tree removal was actually on the quotation, mistakenly told the homeowner that we would supply a new potted tree to replace itShe was a new employee and assumed we had made an error, which we had not
Taking the high road and honoring the word of the new employee, I personally picked up a $Flowering Crabapple tree (about feet tall) as per the Administrative Assistant's discussion with ***(We have the receipt for the tree on file.)
We ground out the tree stump, added bone meal to the hole and installed the new treeThere was no brick around the tree, just a gallon of blue 2" shale rock(It is not possible to grind through brick, but possible to grind through shaleI have been grinding stumps for years and performed the work myself.)
After the tree was planted the administrative assistant received an angry phone call from ***, stating that the tree planted was a sapling (a sapling is about a inch tree)She also complained the lawn was damaged from the stump grinder and stated their expectations for us to landscape around the tree, installing decorative rock, new edging, and a bigger tree
The old edging was not damaged, so it did not need to be replacedThe stump grinding did not damage the lawn as the ground pressure of the stump grinder (PSI) is less than the ground pressure walking on the front lawn(Documentation can be found here:
http://stumpcutters.com/stump-cutters/track-mounted/sp7015-trx-series/)
The stump grinding machine was not turned on the grass so no scuff marks were madeThe client's lawn had not been watered in some time the grass was simply dry and showed temporary trampled marks which disappear with watering*** is correct that the shale raked back around the tree has dirt mixed in, but a simple wash with water would rinse it awayAlternatively a gallon of new shale could be added around the tree at a cost of a few dollars
We had invested much time and effort with this client, even though we made no error in the work we performedBecause of the accusations regarding damage from the grinding, I informed the customer we would not return to complete the other optional grinding and that there would be of course no charge for stump grindingThey would only be charged for tree and shrub removal work that they had initially agreed to, less monies for the two shrubs they retained at the front of the house under the window
I spoke with ***'s husband as per her requestHe informed us that he would take us to small claims court and had done this many times in the pastI told him I could thus no longer speak with him on the phone as he was being unreasonable, that we were never truly obligated to replant a new tree to begin with, that we were merely trying to be nice
As per our company policy, which is no different than most other company policies out there, I informed ***'s husband that if the invoice for the work performed was not paid, it would be sent to collections
After this conversation ended, we received a request from the client asking us for a copy of the quotation because they didn't have their original copyWe complied and emailed a copy to them
Initial Consumer Rebuttal /* (3000, 7, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read ***'s statement and fully agree with him that the lawn was not maintained at the time that he cameIn fact we recently purchases the house and we're excited to start on getting the yard fixedMy main complaint is that after removing the bushes the stumps were not removed even though I spoke with the receptionists more than once and she assured me that would be happening soonhad I known that the bushes would have just been cut and the stumps would not be removed I would not have had them cut downI would like the stumps to be ground up so that I can go ahead and fix the front yard
Final Business Response /* (4000, 9, 2015/07/17) */
We have no issue grinding the remaining stumpsAfter doing so *** must paying the original quotation amount, as follows:
$+ GST for removing all trees and shrubs on the front yard of her property (less $for the two shrubs she kept)
$+ GST for stump grinding for the trees and shrubbery we removed at her property
$+ GST for the tree removal at her parents place (and we will even grind this stump for free if she likes)
Please note that we will not offer any further discounts nor replace the tree we planted, since we did not make an error regarding the work order
Final Consumer Response /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once the stumps are removed and ground and the work is completed as requested the bill we be paid