RadianExpress.com, Inc.

This is our response to *** *** complaint
Roman">#***The *** family purchased Canadian Hemlock Trees from us
in July of 2014. They were installed weeks following the purchase
date. The customer did not want to come into the office and pick out
their trees, nor did they have an interest in listening to our very detailed
care and watering instructions. We supplied the *** with all the
necessary care instructions through the mail, so that they could read the
instructions on how to properly care for their newly planted evergreen
trees.
It is imperative to an evergreens health to be watered until
the ground is FROZEN. This typically means watering until
mid-December. Last year, it meant watering until January, as our average
temperature for the month of December was 43deg Fahrenheit.
If an evergreen does not have enough water going into
winter, they become susceptible to winter burn-which causes the trees needles
to turn brown and fall off. Due to frigid temperatures, and higher wind
speeds, the tree loses moisture quicker through transpiration than it can
replenish it from the surrounding soil.
At the ***’s home, the side of the trees that was exposed
to cold winds throughout the winter months is the side of the trees that are
dead. The sides of the trees that were protected by larger, existing
evergreens are perfectly fine, with no needle drop.
The trees died as a result of winter burn, which is caused
by lack of water throughout the winter months, and is not covered by our
warranty. The warranty information that
was provided to the customer is attached
Because the *** did their best to take care of the trees,
and we are sympathetic to the fact that not everyone has a green thumb, we
agreed to replace the ***’s trees at cost, which is $148/tree (installed),
which is a 60% discount

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that while I don't necessarily agree with the content of the response, the follactions taken by the company and final resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
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.]
Regards,
*** *** This is still not acceptable. They told us not to use a sprinkler near the trees or on them, this area has no grass hardly at all because pf lack of water

[redacted] called Trees on the Move to come to her residence to assess her plant material.  She was concerned that the plant material was inferior and not of good quality.  She had many perennials and grasses installed, shrubs and 3 trees.    Her project was completed on August...

9th of 2017.The Project Manager that was given the message tried to call and left voicemails & emails for her to contact him to set an appointment.  He emailed her many times and no response.  She then called our office &  I told [redacted] that [redacted] C. would contact her to set up an appointment that would fit both of their schedules.  (Each Project Manager sets their own schedule) She was told that he was out of the office on other appointments.   [redacted] then called again, and again and again and again all within 6 hours on one day.  That is when I told her that I can't give her anymore information until [redacted] calls her.  He was out on many appointments that day and would not answer his phone as that would be rude to other clients.  I then respectfully asked her not to call again that day as we could not give her any other information that we had not already given her 3 times previous that day.  I did tell her that he would contact her and that this is plant material we are talking about not a human life emergency. The following week I called [redacted] in the middle of the day when [redacted] was in the office as he had not been able to contact her. She did answer her phone and they ([redacted] & [redacted]) set up an appointment.  [redacted] relayed to me the out come of the meeting and it was very informative to [redacted].  Perennials usually take 3 years to come to maturity (it was only planted 1 month prior), the plant material was all healthy and  she was instructed on proper watering procedures as it currently was not appropriately being done. A  few items that [redacted] & [redacted] agreed upon will be done this season and we will revisit her residence in late spring of 2018 to make sure that the plant material survived our winter. [redacted] did tell [redacted] that she no longer had that email address that was in our records.

We have decided to replace the trees for a lower amount (below our cost).  We will replace them for $125.00/tree.  They can pick the species that they would like.  We cannot replace trees that have not been taken care of according to the directions given the the customer.  I spoke with them on the phone and explained the situation.  They told me they only watered the trees until the 1st frost not until the ground was frozen as the directions specifically say.  This in turn did not give the trees the proper amount of water to withstand our Wisconsin winters.  We would be more than happy to replace these trees at a cost of $125.00/tree.As the picture shows, the whole area including the trees were not watered properly.

Dear Mr. [redacted] I will begin by apologizing for the lack of response from our Company.  You are correct this should not have happened.  Steps have and will be taken to address this is[redacted] with all of our staff members as to responding in a timely manner no matter the situation. ...

We always try to improve our services not take a step backwards.    With that said we will be replacing your tree with a Norway Spruce that matches the size of the other Norway Spruce that you purchased. (We want the trees to match)  I can not give you a specific date for planting as we are always governed by the weather. New Stock is dug in spring.  If it is not too much of an inconvenience for you, we would  like you to pick out the tree of your choice.  If you cannot come to our nursery to do so, we will be happy to choose your tree for you.  We are pulling your file and putting it with the Spring Planting folder.  I ([redacted]) will call you when our stock is in so you can be the 1st to choose your tree.  Again I apologize for the inconvenience and frustration that we have caused you in this situation.  We hope to remedy this problem for you in spring.

[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.]
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. 
Regards,
[redacted]