Kramer's Tree Service

I will respond directly to the key points raised in the complaint below:Condition of floor after the service - the condition of the floor was indeed substantially improved though some pre-existing stains / discoloration were not fully removed or brought to perfect condition due to the serious nature of the pre-existing condition? Before and After photographs provided for this purpose? The customer was made aware prior to the job that it would not be possible to address some of the stains for the reasons that ultimately proved to be true? We strongly suggested that the customer visit two other sites in close proximity to understand the capabilities and limitations of our process on "old" and previously stained terrazzo - no effort was made to do so? "chemical streaks, chemical stains" - these conditions were not mentioned previously by the customer though they have cited stratchesOur initial offer: ? considering the very poor condition of the terrazzo surface, we suggested three potential solutions in our early discussions? a.) deep cleaning of the terrazzo floor that included pre-existing wax removal, cleaning and general floor prep, followed by application of urethane coating (lowest cost and least impactful in terms of restoration, provided by Restore4ME - the solution that was selected); b.) new epoxy coating applied over the existing surface (at a price of about $4-per sq ft - provided by Restore4ME via its business partner) and c.) diamond polishing at an estimated price of about $5-per square foot (based on industry standards) - a service NOT provided by Restore4ME and one which we strongly encouraged be considered through other vendors? Options band cwere cited as the only solutions that would bring the surface to like-new condition? As we were not in a position to offer solution c., we strongly recommended that the customer consider that option before taking a decision to proceed with the restoration? The customer states that at no time did we recommend "diamond sanding"? This is a totally claim and one that was never disputed in my post-job communications with the customer? Here there seems to be a disconnect in the customer's understanding of "diamond sanding" and "diamond polishing" and the inherent need for post-sanding/polishing service for sealing? This mis-understanding has in my view led to this claim? Again, I want to underscore that diamond polishing was one of the methods recommended by Restore4ME (as per above) if a like-new condition was indeed the required outcome? The customer chose not to pursue diamond polishing for reasons that are unknown to uswe can only speculate that the price of such service was the reason it was not pursued? Communication - our worker was clear in his communications to the customer on the last night of the job about the offer? He acknowledged the earlier communication about a willingness to stop the work prior to the application of the coating and advised that the President was on site (literally, just a few feet away) in the event that the customer wished to cease activity since all of the stains were not removed.Our offer to remediating offer to apply an epoxy coating for a deeply discounted price has passed? As a final offer, we will remove the urethane coating from the terrazzo floor using a diamond grinder and leave further restoration of the terrazzo surface to another service provider.? ? ?