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.When Keith, the owner of Moore’s Tree Service, first came to
our house to assess the scope of work and give us a quote we showed him where
the utilities were (we knew where the gas line was because dig safe marked it a
few months ago for [redacted]). Keith
knew full well about the location of the utilities right from the start and
despite this told us he would grind the large running roots and the stumps to 6
inches below grade. His response to our complaint is incongruous when he says
this is not something he is willing to attempt… Furthermore, we are the ones who actually
called dig safe to confirm the location of the lines! We did not say this to Keith but the dig safe
representative told us Keith should have made that call! The gas line representative told us that the
safe procedure to use in this case prior to doing any grinding is to have the
crew dig about 6-8 inches deep at the location of the utility line to attempt
to expose the line. Obviously, if nothing is found it means the line is further
down and it is then safe to proceed with grinding as long as they do not grind
more than 6 inches (with a couple inches buffer to be safe). When Keith arrived on the day the work was performed we
pointed out to him (again) the location of the utilities and reported to him
what we were told by dig safe. He
said he would not be digging this far and knows what to do, nothing more... The pine stumps and the runners were left
above grade and not “ground surface” as he claims in his response. Additionally, the maple stump is located in a
different area very far from any utility line so his response to our complaint
does not address the reason why the stump of the maple tree was left above
grade.While the crew was finishing to clean up we pointed out to
them that the maple stump and root mass was still above grade in spots and
asked them to grind it (which took all of 10 minutes) below grade as agreed, which
they did. This is not additional work
since it is what was agreed to. Since Keith was absent for most of the job it
was left to us the homeowners to make sure things were done as agreed. Despite the fact that the crew came back to
grind the maple stump, several areas of the maple stump were even still left
above grade and not 6" below as agreed… granted it was an irregularly shaped stump and root mass. This is something
we realized a week later since the partial grinding they did left a pile of
wood chips which was covering the remainder of the stump as explained in our
original complaint. It is false that the additional material grinded was “earthen”;
it is stump and root mass. Not to mention the fact that we the homeowners had
to tell the crew to take down the large remainder of the flowering tree as
agreed in the estimate; it would have been left undone if we weren’t vigilant.
Furthermore, the owner neglected to return our
calls and discuss this matter with us…
This is clear evidence of poor customer service. It actually even seems like he is being dishonest
in his response by misusing information about dig safe and the work of his crew
and attempts to make himself “look good” by saying his crew performed
additional work, which they did not… At
this point we would rather not have anything to do with this company and would
never hire or recommend them to anyone.
We also wish to add that Keith failed to provide us with liability
insurance paperwork when we asked him to.
Between this and the fact that he did not call dig safe himself, we now
realize in retrospect this should have been enough red flags to call the operation
off and hire a different company. Paying
a little bit more for someone professional who can provide good customer
service is more than worth it. We would be more than happy to supply the Revdex.com with pictures to support our claim. Regards, [redacted]
The work area was marked by dig safety NY as utilities were clearly present. The marking is a proximity only, therefore doing sub surface digging or grinding in an area where power and gas is present is not something I am willing to attempt. The large pine stump was ground surface only,which was in...
direct line with 811 markings.I told the customer that was going to be done due to utilities being present.Therefore the work was done as specified. Additionally the customer in my absence had a crew member do extra grindingon earthen material around a stump that was not estimated in the price quote. I did not charge the customerfor the extra work even though I had to pay the crew for unplanned extra time worked. The job was done professionally and safety and followed the estimate that was given to the customer.
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.When Keith, the owner of Moore’s Tree Service, first came to
our house to assess the scope of work and give us a quote we showed him where
the utilities were (we knew where the gas line was because dig safe marked it a
few months ago for [redacted]). Keith
knew full well about the location of the utilities right from the start and
despite this told us he would grind the large running roots and the stumps to 6
inches below grade. His response to our complaint is incongruous when he says
this is not something he is willing to attempt… Furthermore, we are the ones who actually
called dig safe to confirm the location of the lines! We did not say this to Keith but the dig safe
representative told us Keith should have made that call! The gas line representative told us that the
safe procedure to use in this case prior to doing any grinding is to have the
crew dig about 6-8 inches deep at the location of the utility line to attempt
to expose the line. Obviously, if nothing is found it means the line is further
down and it is then safe to proceed with grinding as long as they do not grind
more than 6 inches (with a couple inches buffer to be safe). When Keith arrived on the day the work was performed we
pointed out to him (again) the location of the utilities and reported to him
what we were told by dig safe. He
said he would not be digging this far and knows what to do, nothing more... The pine stumps and the runners were left
above grade and not “ground surface” as he claims in his response. Additionally, the maple stump is located in a
different area very far from any utility line so his response to our complaint
does not address the reason why the stump of the maple tree was left above
grade.While the crew was finishing to clean up we pointed out to
them that the maple stump and root mass was still above grade in spots and
asked them to grind it (which took all of 10 minutes) below grade as agreed, which
they did. This is not additional work
since it is what was agreed to. Since Keith was absent for most of the job it
was left to us the homeowners to make sure things were done as agreed. Despite the fact that the crew came back to
grind the maple stump, several areas of the maple stump were even still left
above grade and not 6" below as agreed… granted it was an irregularly shaped stump and root mass. This is something
we realized a week later since the partial grinding they did left a pile of
wood chips which was covering the remainder of the stump as explained in our
original complaint. It is false that the additional material grinded was “earthen”;
it is stump and root mass. Not to mention the fact that we the homeowners had
to tell the crew to take down the large remainder of the flowering tree as
agreed in the estimate; it would have been left undone if we weren’t vigilant.
Furthermore, the owner neglected to return our
calls and discuss this matter with us…
This is clear evidence of poor customer service. It actually even seems like he is being dishonest
in his response by misusing information about dig safe and the work of his crew
and attempts to make himself “look good” by saying his crew performed
additional work, which they did not… At
this point we would rather not have anything to do with this company and would
never hire or recommend them to anyone.
We also wish to add that Keith failed to provide us with liability
insurance paperwork when we asked him to.
Between this and the fact that he did not call dig safe himself, we now
realize in retrospect this should have been enough red flags to call the operation
off and hire a different company. Paying
a little bit more for someone professional who can provide good customer
service is more than worth it. We would be more than happy to supply the Revdex.com with pictures to support our claim. Regards, [redacted]
The work area was marked by dig safety NY as utilities were clearly present. The marking is a proximity only, therefore doing sub surface digging or grinding in an area where power and gas is present is not something I am willing to attempt. The large pine stump was ground surface only,which was in...
direct line with 811 markings.I told the customer that was going to be done due to utilities being present.Therefore the work was done as specified. Additionally the customer in my absence had a crew member do extra grindingon earthen material around a stump that was not estimated in the price quote. I did not charge the customerfor the extra work even though I had to pay the crew for unplanned extra time worked. The job was done professionally and safety and followed the estimate that was given to the customer.