Omni Tree Service, Inc.

In response to the letter about the broken thermos, the person the driver originally spoke to is [redacted] from our office.  We have talked to all our divers and no one is acknowledging this incident.

Initial Business Response /* (1000, 7, 2015/08/25) */
In response to the complaint (case # XXXXXXX): We agree that the stump was not ground out to our standards. Our policy is to send a crew back out to address all complaints. We have sent a stump crew to the customers home on numerous occasions to...

rectify the situation and the customer has told them to leave on all occasions. The customer has called our office approximately 4-5 times and rants for 45 minutes to an hour using profanity and is very demeaning to the people who are simply trying to resolve the situation. This puts a strain on our entire office staff. We no longer wish to have any verbal correspondence with this customer. If this customer would like to have his stump ground out to his satisfaction he can email us with a date and time Monday - Friday from 10am - 3pm that we can regrind the stump. We do expect this customer to be polite and cordial to the crew.

Initial Business Response /* (1000, 7, 2015/08/25) */
In response to the complaint (case # XXXXXXX): We agree that the stump was not ground out to our standards. Our policy is to send a crew back out to address all complaints. We have sent a stump crew to the customers home on numerous...

occasions to rectify the situation and the customer has told them to leave on all occasions. The customer has called our office approximately 4-5 times and rants for 45 minutes to an hour using profanity and is very demeaning to the people who are simply trying to resolve the situation. This puts a strain on our entire office staff. We no longer wish to have any verbal correspondence with this customer. If this customer would like to have his stump ground out to his satisfaction he can email us with a date and time Monday - Friday from 10am - 3pm that we can regrind the stump. We do expect this customer to be polite and cordial to the crew.

They offered to do my driveway and offered to give me $800 and I took the $800, this matter is resolved.

Initial Business Response /* (1000, 5, 2015/09/23) */
In response to the above complaint:
The tree the customer is referring to is in fact a 2.5" caliper honeysuckle shrub. The customer had originally asked our company to remove the neighbors honeysuckle shrub without their permission stating it...

was ugly. At the time of service the crew leader, a certified arborist, removed a honeysuckle shrub on the customers property. Later that day the customer called into the office to inform us we had removed the wrong tree. I met with the customer at her home and informed her it was a 2.5" caliper honeysuckle shrub that was removed. During that same visit we went over the other work performed and she stated it looked great. I also told her we would prune 1 small low limb when we returned to do the planting of the honeysuckle. I did tell the customer we would replace the honeysuckle when the weather was cooler. The customer called on 9/17/2015 to ask why we had not replaced her honeysuckle yet and was told the weather was still too hot and we weren't planting any plant material at this time due to the weather.
The customers hillside is covered in honeysuckle and we will definitely replant a honeysuckle when the weather permits.
We do question whether the customer is in fact worried about the honeysuckle or simply does not want to pay the invoice of $960.00.
We would like the customer to pay the invoiced amount after we plant the honeysuckle.

Salesperson [redacted] was very nice and informative, but that is expected from a salesperson. Unfortunately the company behind him was very disappointing. I had to take a day off work and they failed to even show up. I called twice, spoke to two different folks, and they assured me they were still coming that day. No one showed up, no phone calls to say they could not make it, nothing. Bottom line the job did not get done and I lost a day of work & money. If you go down this route buyer beware.

Initial Business Response /* (1000, 5, 2015/09/23) */
In response to the above complaint:
The tree the customer is referring to is in fact a 2.5" caliper honeysuckle shrub. The customer had originally asked our company to remove the neighbors honeysuckle shrub without their permission...

stating it was ugly. At the time of service the crew leader, a certified arborist, removed a honeysuckle shrub on the customers property. Later that day the customer called into the office to inform us we had removed the wrong tree. I met with the customer at her home and informed her it was a 2.5" caliper honeysuckle shrub that was removed. During that same visit we went over the other work performed and she stated it looked great. I also told her we would prune 1 small low limb when we returned to do the planting of the honeysuckle. I did tell the customer we would replace the honeysuckle when the weather was cooler. The customer called on 9/17/2015 to ask why we had not replaced her honeysuckle yet and was told the weather was still too hot and we weren't planting any plant material at this time due to the weather.
The customers hillside is covered in honeysuckle and we will definitely replant a honeysuckle when the weather permits.
We do question whether the customer is in fact worried about the honeysuckle or simply does not want to pay the invoice of $960.00.
We would like the customer to pay the invoiced amount after we plant the honeysuckle.

Initial Business Response /* (1000, 5, 2014/10/28) */
Contact Name and Title: [redacted] - President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@OmniTreeService.com
Ms. [redacted] contacted out office on Monday, October 6th in regard to an estimate for trimming. Our office responded...

same morning to schedule the estimate and was scheduled the next day at 3 pm.
[redacted] a Certified Arborist met with Ms. [redacted] an gave her an estimate for trimming. She accepted on Wednesday and the office told her we could be in the next week because we were doing work for the City of Wildwood that week. She said to go ahead schedule her, but to call her a half our in advance.
[redacted] the crew leader did call her a half hour before coming. Her housekeeper told him that the did not want to do the whole work order. She only wanted to to do the bushes and not the trees. So, the crew leader complied and only did what was told.
Upon invoicing, the office calculated the time for two crews. 3 man trimming crew, with chipper/truck and a 2 man stump crew with truck and grinder. Original bid was for $ 375.00 to lightly raise and tine two maple trees. Removal of two yews, grind stumps and haul excess grindings. Removal of bush in back yard.
They were not given a price break down, nor a quote for spraying a the bush stump. [redacted] suggested the spray it with Round Up, which can be purchased at Home Depot. The invoiced amount was for $ 225.00 that is actually less than our hourly rate.
If she wanted a price break down, we could have let her no via email or phone before going to her property.
We have a $ 150.00 minimum for any work performed which just cover mobilization fee, payroll and insurance.
As a company we try to make sure that all of our customers are happy and like to correct the problem. We have already sent the crews out to do the contracted work, the customer changed the work order. We invoiced by man hour and equipment.
We would be more than happy to send the original estimate. Also, we do have all of the emails in regard to the case.
If you would like us to send all paperwork/emails, please let us know if you would like it via email or fax.