Ross Tree Service Ltd

From: DANIEL R*** Date: Fri, Nov 20, at 1:PMSubject: Re: *** *** Complaint (***)To: *** *** Hello ***,Thank you for speaking with me today in regards to the contract Ross Tree Service made with
customer *** *** In reviewing *** *** contract, it clearly states: Stump Grinding $ This is a service we provide after a tree is removed where crew grinds the stump with a machine The stump grindings are then left in a pile over the hole where the stump was ground out This pile is the consistency of mulch This is ‘Industry Standard’ when removing a stump However, *** *** was not satisfied with the grindings that were left; she wanted them removed Despite this not being part of her contract We indicated that it is industry standard that customers use the grindings for flower beds, mulch, often giving mulch to neighbors She indicated she did not have the means to remove the grindings herself As a mere generous courtesy on the part of Ross Tree, the owner agreed to accommodate *** ***’s need as she had no one to help her We offered as a Free Courtesy to help *** *** in her time of need We agreed we would not charge her for this courtesy service We sincerely apologize that due to it being our extremely busy season, we have fallen somewhat on the time-frame on giving *** *** the Free Courtesy service that we offered her We will make every effort to get this free courtesy taken care of immediately; as we want all of our customers to be happy Even for our free services Thank you so much for your patience & understanding. TraciRoss Tree Service, Ltd. PO Box ***Bristow, VA ***WASHINGTON D.Ctree service

Review: On 8/24/13, we received estimate from [redacted] with Ross Tree Service to have several branches hanging in our backyard trimmed. They were scheduled to come Friday, 9/6, but did not show up. When we called we were told they could not get to us as one of the workers had called out sick. We agreed they would come out the next Tuesday, 9/10 to complete the job. We received a call from [redacted], asking what needed to be done; he had not been told by [redacted]. My husband, [redacted], spoke with [redacted] & explained what needed to be done. On Tuesday, 9/10, I received a message from [redacted] the team was on way to our house. On Wednesday, I received a message from [redacted] regarding how he would get payment from us; previously we had made arrangements with [redacted] to put check under the doormat. My husband spoke with both [redacted] & [redacted] to explain what had not been done & we were told they would be out on Thursday or Friday. On Thursday, 9/12, I received call from Matt stating he and his team were on way to our house. We arrived home late Thursday night and found the check had been picked up and was cashed the next day. It was too dark to see if the work had been completed and we left early the next morning to go away for the weekend. We returned hone on Sunday, 9/12, and saw the branches that had been missed the first time still had not been trimmed. Two messages were left for [redacted], the salesman who set up the job, without response. An e-mail was also sent without response.Desired Settlement: We want the job finished.

Business

Response:

Ross Tree Service has made multiple attempts to contact customer since receiving this complaint. I have left countless messages for customer explaining situation & requesting call back for resolution. Customer did call one time to say she was busy & would call later. It's been 5 days of leaving several messages per day and I have not yet reached the customer. I informed customer I would be responding to Revdex.com since I could not reach her to discuss this matter. Our crew went out and spent a considerable amount of time on this job. We sidewalled all of the neighbors trees. This means the neighbors trees were hanging over on customers property and we cut every single limb back along the property line. We cut back approx 20% of the trees. This is the absolute maximum we can cut back off the trees without impairing the health of the tree. I explained in my voice messages to the customer that trimming back any further could cause failure to the health of the tree and potentially kill the tree. I notified customer that the neighbor who owns the trees would have to sign a waiver giving us permission to cut the trees back any further as we can not be held liable for impairing the health of the tree against the arborist judgement. Ross Tree would be happy to walk out the property to visually explain the situation with the customer. Unfortunately customer will not return our calls so that we can attempt to satisfy the customer and make them happy as is always our goal.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I did return call to [redacted] in customer service on 10/4, explaining I had not been able to call back due to personal illness. When [redacted] and I spoke I informed her we were talking about branches that had not already been trimmed and if [redacted] or [redacted] had taken time to to return our calls, we had planned to request they come out and view the branches . If, at that time, we were told to was not appropriate to trim them that would have been fine. [redacted] informed me on 10/4 an appointment would be made for someone to come out to our home and view the branches we wanted trimmed. As of this date, we have not been informed when this will occur. As I explained to [redacted] if [redacted], the salesman who set up the job, or [redacted], who I was told was the field manager, had returned our calls we could have resolved this issue. The field manager, who I would assume is responsible for assuring the job is completed correctly has never been to our home. I will wait and see if the company follows through on what [redacted] has assured me will be scheduled.

Regards,