Oasis Turf & Tree, Inc.

*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, 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.]Oasis has twisted the facts in order to protect their reputationThe leaf coverage was not light, the entire front yard had dense leaf coverageThe light rain that they referenced was a long down pour that they admitted would have washed away much of the treatmentThe free services they referenced were given in an attempt to keep us as customers after multiple bad experiences, we stayed against our better judgmentWe are not looking for free services, we simply don't feel we should be bullied info paying for services not performed as guaranteed & then threatened with collection.
Regards,
*** ***

We want to first offer our
sincerest apologies to Mary for the loss of her trees and for the frustration
she’s obviously been through as a result of our use of Imprelis on her lawn in
June of
Imprelis was introduced by DuPont
as a safe, highly tested weed control option that while
a bit pricey, would
provide much better results on some of the tough weeds we find prevalent here
in the Cincinnati area.
We've always maintained a
commitment to using the best products and getting great all-around results for
our customers so, after much research and assurance from DuPont and getting the
green light from Ohio State’s top agronomic pros, we decided to work the
product into our rotation.
The revelation a short time later
that the product might have been having unintended side effects on certain
trees instantly became a huge concern
for us. The trust that we try to build
with our customers is the foundation of how we built our business from the ground
up here locally. The thought that we may
have unknowingly contributed to negatively affecting their properties was
devastating!
Once it was confirmed that
Imprelis was indeed the cause of tree damage, we immediately began working to
help our customers. We made phone calls
to our customers and educated all of our technicians on how to identify
Imprelis damage should they come across it on the properties they visited. This way, we would be able to notify each
customer right away.
The nature of the Imprelis was
such that not everyone who had received an Imprelis treatment wound up with
damage to trees, and the trees that were damaged by Imprelis showed signs in
varying and sometimes difficult-to-detect waysSo it’s entirely possible in
this instance that we missed the opportunity to better communicate and inform Mary
and for that we apologize.
If we did not take satisfactory
action in helping Mary with her claim, it was only because we were unaware that
she had trees that were affected. We
would never say that we shouldn't have known or that in hindsight, there may
not have been more that we could have done to investigate, but can say 100%
that we would have absolutely have been more helpful had we known
Because DuPont had accepted full
responsibility for all of the damage caused by Imprelis, we knew from the start
that we would not be financially responsible for the trees affected. So we had nothing at all to lose by helping
each customer impacted with their claim.
We felt that it absolutely however, was our responsibility to assist our
customers in every way possible in dealing with DuPont, making their claim, and
ultimately ensuring that they were fairly compensated for the ordeal.
In total, we assisted more than
customers with their claim process through DuPont from
start-to-finish. This process involved
countless phone calls to DuPont on an almost daily basis, sending out a senior
member of management to each home to assess, measure, photograph, and
extensively document each tree that was impacted and then to communicate
regularly with each customer throughout the process until they received their
compensation from DuPont. We also hired an outside tree and shrub specialist to help us learn more about the issue and to help educate our team on ID processes
While the situation as a whole
was very frustrating for our customers, from the feedback we've received, we
believe that most impacted were pleased in the end with the outcome and
handling of their claims.
Since the initial complaint was
made, Mary has had contact with members of our team in helping to work through
a claim process with DuPont. We are
hopeful that we've been able to help and of course will continue to be here in
every way possible so that we can be of assistance. Mary
has been and is currently a valued customer of Oasis Turf & Tree and for
that we are extremely thankful. We look
forward to the opportunity of making any misstep on our part right by Mary and
again sincerely apologize for this frustration

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me despite a second and third calls that were made after initially told Tony and left a message not to callThis is still a violation of the DO NOT CALL LIST.
Also I would like to make sure that this complaint stays on the company's Revdex.com report
Regards,
*** ***

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for taking the time to express your concerns. We will do our best to address each of them
but would first like to apologize for the frustration you've experienced.
We’re not sure what might have given the perception
that we are in any way affiliated with an outsourced
organization for business
development. We want to assure you that
we do not farm out any of our work and are dedicated to being a growing
provider of local jobs in the areaOne hundred percent of our Turf & Tree
Specialists whether it’s the person treating your lawn, answering the phone, or
helping to get you set up with services, are employed directly by Oasis.
You've mentioned on other conversations with our
customer service team that you had another company treating your lawn during
the same time period that we were working for you. We’re not sure if that has contributed in
some way to the confusion with us, but we would be happy to assist you in any
way possible in deciphering who performed what service to your property and
when.
Please understand that we reap absolutely no
benefits from treating a lawn for a customer who has not agreed to a
service. Between your frustrations and
our unpaid efforts to visit your lawn and invest time, product, and energy into
the treatment, this is in no way a win for us
While we had hoped that the multiple attempts we've
made to reach you since the last application might have facilitated an
opportunity to resolve this concern, we regret not being able to reach a
resolution prior to now.
We realize that we are definitely capable of making
mistakes so please accept our apology again for any role that we have played in
causing this confusion. We’re always
eager to make things right and will be sure that your information is not
reported to any of the credit bureaus.
While we have not received the payment you’d mentioned for the last
treatment, our billing department has been notified to not deposit that check
when it arrives and to return it to you.
We hope that this is a fair and reasonable resolution.
Thank you again for
expressing this concern and please feel free to contact us directly if we can
be of further assistance in any way

We want to first offer our sincerest apologies to *** for the loss of her trees and for the frustration she’s obviously been through as a result of our use of Imprelis on her lawn in June of
Imprelis was introduced by DuPont as a safe, highly tested weed control option that while a bit
pricey, would provide much better results on some of the tough weeds we find prevalent here in the Cincinnati area.
We've always maintained a commitment to using the best products and getting great all-around results for our customers so, after much research and assurance from DuPont and getting the green light from Ohio State’s top agronomic pros, we decided to work the product into our rotation.
The revelation a short time later that the product might have been having unintended side effects on certain trees instantly became a huge concern for us. The trust that we try to build with our customers is the foundation of how we built our business from the ground up here locally. The thought that we may have unknowingly contributed to negatively affecting their properties was devastating!
Once it was confirmed that Imprelis was indeed the cause of tree damage, we immediately began working to help our customers. We made phone calls to our customers and educated all of our technicians on how to identify Imprelis damage should they come across it on the properties they visited. This way, we would be able to notify each customer right away.
The nature of the Imprelis was such that not everyone who had received an Imprelis treatment wound up with damage to trees, and the trees that were damaged by Imprelis showed signs in varying and sometimes difficult-to-detect waysSo it’s entirely possible in this instance that we missed the opportunity to better communicate and inform *** and for that we apologize.
If we did not take satisfactory action in helping *** with her claim, it was only because we were unaware that she had trees that were affected. We would never say that we shouldn't have known or that in hindsight, there may not have been more that we could have done to investigate, but can say 100% that we would have absolutely have been more helpful had we known
Because DuPont had accepted full responsibility for all of the damage caused by Imprelis, we knew from the start that we would not be financially responsible for the trees affected. So we had nothing at all to lose by helping each customer impacted with their claim. We felt that it absolutely however, was our responsibility to assist our customers in every way possible in dealing with DuPont, making their claim, and ultimately ensuring that they were fairly compensated for the ordeal.
In total, we assisted more than customers with their claim process through DuPont from start-to-finish. This process involved countless phone calls to DuPont on an almost daily basis, sending out a senior member of management to each home to assess, measure, photograph, and extensively document each tree that was impacted and then to communicate regularly with each customer throughout the process until they received their compensation from DuPont. We also hired an outside tree and shrub specialist to help us learn more about the issue and to help educate our team on ID processes
While the situation as a whole was very frustrating for our customers, from the feedback we've received, we believe that most impacted were pleased in the end with the outcome and handling of their claims.
Since the initial complaint was made, *** has had contact with members of our team in helping to work through a claim process with DuPont. We are hopeful that we've been able to help and of course will continue to be here in every way possible so that we can be of assistance. *** has been and is currently a valued customer of Oasis Turf & Tree and for that we are extremely thankful. We look forward to the opportunity of making any misstep on our part right by *** and again sincerely apologize for this frustration

We are so sorry for any inconvenience this may have caused.  The cell phone number that is referred to in the complaint was connected as a secondary number for one of our active customers of many years.I have personally removed the number from our system and can ensure you will no longer...

receive any calls from us.Thank you for bringing this to my attention and again we genuinely apologize for the aggravation.

Across the
board, we are always happy to provide additional service between visits to
correct mistakes, ensure great results, take action on a stubborn challenge, or
simply to evaluate an emerging issue between visits.  Taking this step is a measure of what we feel
is good service and not a devious move my any means. 
In this case
we are simply hoping for equally fair consideration towards our team.  We made almost a dozen attempts to contact
you regarding your services between the last visit of 2014 and this complaint -
all of which were made as an attempt to resolve any concerns and to hopefully
move forward in a favorable way for everybody. 
Because none of those calls were answered or returned, we were unable to
know your stance at the time. 
We want to
reiterate how much we appreciate having had the opportunity to work with
you.  We apologize again for any aspect
of the service that failed to meet your expectations.

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please...

contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.  Fwd: Your complaint has been received Inboxx Cincinnati Revdex.com (sent by [redacted]@cincinnati.Revdex.com.org)7:57 AM (15 minutes ago)to [redacted] ---------- Forwarded message ----------From: [redacted] <[redacted]@gmail.com>Date: Wed, Nov 16, 2016 at 5:46 PMSubject: Re: Your complaint has been receivedTo: Revdex.com <[email protected]>Business in question has now contacted me and provided the requested credit as of 11/15/16.  This complaint may be closed.On Mon, Nov 14, 2016 at 11:30 AM, Revdex.com <[email protected]> wrote:We have received your complaint and are currently reviewing it. Please whitelist Revdex.com email address and monitor your email regularly, as we will communicate with you in this fashion. Thank you, Cincinnati Revdex.com (Cincinnati, OH) 1 E. 4th Street, Suite 600 Cincinnati, OH 45202 Phone: (513)421-3015 Fax: (513)621-0907 Email: [email protected] Web: www.cincinnati.Revdex.com.org
Regards,
[redacted]

All of our team members at Oasis
Turf & Tree would like to apologize for any disruption made as a result of
the phone call in question.  We
appreciate your feedback and will look into the situation internally to make
sure it doesn’t happen again. 
We’re glad to hear...

that Tony was
professional and courteous but are disappointed in the confusion that we caused
in contacting you. 
We understand that must have
seemed unusual to have seen an Oasis vehicle in the neighborhood and then later
on get a call from our company.   We just want to assure you that the technician
that was in your neighborhood was only there to provide service for one of your
neighbors.  
We will be sure to remove any
record of your number we may have so that we can be certain not to cause any
more confusion. 
Please again accept our apologies
and if in the future there is anything we can do to help out around the lawn,
please don’t hesitate to give us a call.

We
really appreciate the opportunity that we've had in working with you over the last
few years.  It sounds from your complaint
that there are a few aspects of your experience that caused some frustration
and for that we would like to apologize. We want
you to know that even...

though there is a judgement call to be made in terms of
treating in certain conditions, financial factors don’t play a role in making
that determination.  In fact, we prefer
to err on the side of caution to ensure the best results and to eliminate
potential frustrations – both of which inevitably prove to be much costlier in
the big picture than simply rescheduling a treatment. 
The
nature of our treatments is such that light leaf coverage does not have a
negative impact on the treatment and rain is actually beneficial as the
treatments work best when watered into the soil.  
We absolutely
acknowledge however that certain weather conditions can impact your treatment and
therefore we are always willing to reapply a treatment at no charge whenever
needed.  
We are
sorry that the efforts we've made prior to this point in crediting applications
and multiple late fees as well as our attempts to make extra trips to perform
free services has not met your expectations. 
As a local business, we are very committed to doing everything possible
to deliver great service which is why we hate to see anyone walk away with
anything less than a great impression of our company.