Rodriquez Tree & Landscaping

Sent: Saturday, May 20, 2017 2:42 PM Subject: Revdex.com Case # [redacted] To Whom It May Concern, Rodriquez Tree & Landscaping has tried to resolve the issue with Mr. [redacted] but unfortunately he is still unsatisfied. Mr. [redacted] has cursed one of our crew members out and got into his face while our...

crew member spoke to him respectfully the entire conversation. Mr. [redacted] has yelled at me over the phone several times and hung up on me at least twice when trying to discuss certain situations. The first day (Friday, May 12) on his job automatically started off rocky. Our company's bucket truck blew a tire in the middle of nowhere and we had to travel approximately an hour to another town to find a tire big enough to fit. Of course more time was taken to repair it and get get the destination scheduled for the day. To make a long story short, we were 2.5-3 hours behind schedule. I sent an email through [redacted] stating our crew was behind and would be there as soon as we could. I also spoke to Mr. [redacted] on the phone to let him know the situation. I apologized several times. We had three jobs scheduled for that day and went by location of job as that seemed to make the most sense.Our 9 am appointment wasn't started until almost noon (after the truck was repaired). Our crew showed up at Mr. [redacted]'s residence a little before 6 pm and worked until dark. The crew explained they would return the next day after a local job was completed and after a trip to the dump.  Our trailers were full from the previous jobs. The nearest open dump from our location is about 30 miles. From the dump to Mr. [redacted]'s location is roughly 60 miles. The dumping could not be done the night before as they were closed. Saturday, May 13, we only had two crew members as one was sick and the other one had already scheduled the day off. Our bidder had estimates to do that day so she was out of pocket. Mr. [redacted] called around 9:30 am and started yelling at me about not being at his home yet. Once again, I explained to him that we had a local job and had to unload at the dump before heading his way. Our crew showed up at Mr. [redacted]'s residence around 3:45 pm on Saturday, May 13. The front tree was completed more clean up ensued (2 trailers full). The crew could not get into the backyard as it was locked and could not get in touch with Mr.[redacted]. I tried calling Mr. [redacted] at 4:33 pm to ask about getting into the backyard for pick up of the back limb. Later Saturday evening, I got a return phone call from Mr. [redacted] where he complained about clean up. At that point, we had a misunderstanding about the amount that needed to be done at his property. After looking at my notes and talking to the bidder, we came to the conclusion that it was miscommunication. I informed Mr. [redacted] that our full crew would be out to his residence after our scheduled estimates so we could devote the rest of the day to finishing up his property. First thing Monday (May 15) morning Mr. [redacted] called me and began yelling about why the job has not been completed. I thought we had Saturday's situation resolved. I explained the situation from Saturday again and he called me a liar and had a few other choice words then hung up on me. The crew arrived at his home around 11 am after dumping the clean up from Saturday. Sunday was Mother's Day so everyone was off. The back tree was trimmed (2 trailers full) and the broken limb in the backyard were taken care of as well. Mr. [redacted] was outside watching the crew work and even instructed one of our crew members he wanted more cut from the front tree which was done. The crew finished clean up, packed up and left. About two hours after they left (5:16 pm) I get a phone call about Mr. [redacted] filing a customer complaint. I called Mr. [redacted] to ask him what more was needed. He laughed majority of the conversation, threatened to stop payment on the check he gave us and stated it wasn't his problem we didn't understand 64 year old English. We have a mostly Hispanic crew and didn't appreciate the comment. Tuesday, May 16,the crew went back to Mr. [redacted]'s house to resolve the issue . Our crew trimmed more from the back tree (2 trailers full and the back of a truck)and cleaned up. As the crew was packing up Mr. [redacted] came over and started yelling at the crew. He even got in the face of one of my employees. My employee was trying to explain that if they cut more from the tree it would be damaged and might as well be cut down. He also explained that they cut as much as possible since he didn't want them to disturb two nests that were in the tree. Unfortunately, Mr. [redacted] continued to yell at my employee and my employee politely removed himself from the situation. I received a phone call from Mr. [redacted] a few hours after the crew left. He asked if we were done with the job completely. After I confirmed he said nothing was done the way he wanted. I replied that what was done is what was in the original estimate per my notes, bidders notes and the [redacted] request submitted by Mr. [redacted]. He said he spoke with the white crew member this time because the rest obviously didn't understand. Then he hung up on me. I have enclosed pictures of the backyard tree before and after which were taken the day our crew went back to resolve the issue. I have also enclosed a picture of the front tree after the job was completed. Thank you, Rodriquez Tree Care & Landscaping