Speed Trac

After submitting our original quote to do this leaf job, the customer responded that they did not have that much in their budget for leaf removalWe agreed to provide a set number of hours for that budgeted amount with the option to provide further leaf removal services at an hourly rateThe problem arose because of the charge for hauling the leaves awayThe cusotmer was not able to designate an area on the site for the leaves to be deposited, so they had to be hauled off-site - a round trip of over an hourOur sales person discussed this with the customer There was a verbal agreement to charge for the haul off per load instead of by the hourThis was done in an effort to save the customer moneyThe haul off fee per load was less than the hourly rate for the round tripWe failed by not putting that verbal agreement in writingWhen the customer questioned the bill, we refunded the amount for the haul-off.As far as the rest of the complaint goes, the customer gave an on-site approval of the job our last day thereWe had completed our task The customer had exercised their option to have us provide further leaf removal services beyond their budgeted amountI think that after we refunded the haul off fee that had not been in the contract, the customer assumed it would be easy to pressure us into refunding the amount of that additional workThen they could have gotten the whole job done for their original budget, even though we told them from the beginning that we couldn't do the whole job that cheaply.We regret this customer's dissatisfactionWe wish we would have done a better job communicating with the customer, and, of course, reducing all verbal agreements to writingHowever, it is unfair for the customer to criticize our ability to perform this type of work workWe have done leaf removal jobs for colleges and industrial parks all around the [redacted] for the past five years without any complaints

This *** *** business manager at Extreme Design.While I deeply regret that the concrete driveway we installed did not meet expectations, I am at a loss to know how to provide a remedy at this timeThe estimate the customer approved stated form and pour square foot driveway. The
estimate does not mention any tree removal. In fact, the first time I learned that this customer had an issue about a tree removal was upon reading the complaint filed with Revdex.com. The project manager that prepared the estimate for this customer and superintended the work left our company at the end of September. I became aware of a problem with this customer's job last month in OctoberAs I inquired of the customer why the invoice for the project hadn't been paid, she answered that only square feet had been installedIt was so unusual for our former project manager's measurments to be inaccurate that I sent another employee to measure how much concrete had actually been installedWhen it was reported to me that the actual square footage was indeed square feet, I offered to adjust the customer's billOur price to form and pour the driveway was $per square footOn July 28th, we sent an estimate to form and pour square feet for $1,Upon completion of the project on August 18th, we sent an invoice for $1,Last month, after confirming that only square feet was installed, the invoice was revised to $1,On November 2nd, the customer paid $1,At that time, I thought the issue had been resolvedI really don't know what kind of tree removal the customer desires: how big the tree is, is the entire tree to be removed, is the stump to be removed. What I do know is that we never quoted installing concrete for $per square foot, which is the price of the work at the $value the customer has assigned. We typically charge $per square foot. Our project manager gave her a 5% discount on the estimate he provided the customer. We adjusted the invoice for the exact amount of concrete installedIf she would like a quote for tree removal, I can try to arrange that for her

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
*** ***

After submitting our original quote to do this leaf job, the customer responded that they did not have that much in their budget for leaf removal. We agreed to provide a set number of hours for that budgeted amount with the option to provide further leaf removal services at an hourly rate. The...

problem arose because of the charge for hauling the leaves away. The cusotmer was not able to designate an area on the site for the leaves to be deposited, so they had to be hauled off-site - a round trip of over an hour. Our sales person discussed this with the customer.  There was a verbal agreement to charge for the haul off per load instead of by the hour. This was done in an effort to save the customer money. The haul off fee per load was less than the hourly rate for the round trip. We failed by not putting that verbal agreement in writing. When the customer questioned the bill, we refunded the amount for the haul-off.As far as the rest of the complaint goes, the customer gave an on-site approval of the job our last day there. We had completed our task.  The customer had exercised their option to have us provide further leaf removal services beyond their budgeted amount. I think that after we refunded the haul off fee that had not been in the contract, the customer assumed it would be easy to pressure us into refunding the amount of that additional work. Then they could have gotten the whole job done for their original budget, even though we told them from the beginning that we couldn't do the whole job that cheaply.We regret this customer's dissatisfaction. We wish we would have done a better job communicating with the customer, and, of course, reducing all verbal agreements to writing. However, it is unfair for the customer to criticize our ability to perform this type of work work. We have done leaf removal jobs for colleges and industrial parks all around the [redacted] for the past five years without any complaints.