The Davey Tree Expert Company

Good afternoon –  Below is the latest response I received from the field: I spoke with Feras.  We will be meeting the first week of August to look address his concernsSean [redacted] |...

Branch Manager   Thanks! Leilani [redacted] | Senior Supervisor The Davey Tree Expert Company P: 330.673.9515 ext. [redacted]   From: [redacted], Leilani Sent: Wednesday, July 12, 2017 10:08 AM To: '[redacted]' <[redacted]> Subject: FW: You have a New Message from Revdex.com Serving Serving Akron Ohio, Consumer Complaint #[redacted]   Good morning,  Please see the response below from the field.   Sean will reach out to the client tomorrow to work out the scheduling of the replacement trees. Thanks, John [redacted] | Regional Manager   Please let me know if you need anything additional.   Thanks! Leilani [redacted] | Senior Supervisor The Davey Tree Expert Company P: 330.673.9515 ext. [redacted]

I forwarded the complaint to the local office and received the below response:[redacted] contacted my office yesterday and I was at her house within an hour of talking to her to inspect her driveway.  It does look like we may have been responsible for the crack in her driveway.  I told her...

I would file the claim and start trying to find a contractor to make the repair.  She seemed satisfied and did not mention her complaints.  She also did not mention the $5000 "penalty".Brian [redacted]Davey Tree[redacted] office[redacted] cell Thank you!

Initial Business Response /* (1000, 10, 2016/01/26) */
Davey was not compensated by this customer for $3,856.25 spent on plantings. Davey expects to be compensated for the plantings.

Below is the email response I received from the Account Manager: I explained to Mr. [redacted]...

that we had set an appointment with his neighbor to work a tree on the property across the street from his.  We had arranged to park in his neighbors driveway while doing the work but at the last minute the customer asked us to park on the street because her car was in the driveway.  She has a child that is handicapped and was unable to move her vehicle as arranged.  The crew staged the equipment across from Mr. [redacted]’s residence on private property owned by the customer where we were trimming the tree.   The main issue with Mr. [redacted]’s compliant was that the crew did not immediately move the equipment but once he realized we were working there he understood why we did not immediately move the equipment.  I provided Mr. [redacted] with my cell number to contact me directly if he had any additional issues concerning Davey Tree in the future. In addition we will be holding a safety meeting in each yard concerning properly addressing concerned customers in the field and reporting any issues to supervision immediately.  Please let me know if you need any additional information from my end and have a pleasant evening. Thanks,Sean S[redacted] | Account ManagerThe Davey Tree Surgery CompanyP: [redacted] ext. [redacted]C: [redacted]

Please see the response below: I will agree to Mr. [redacted] terms. We will submit a request to have the current invoice cancelled and send him a new invoice with a new balance of $110.00. We will discontinue all future service as well.   Ray B. District Manager ISA Certified Arborist Office:[redacted] Cell:[redacted]

Initial Business Response /* (1000, 8, 2015/09/03) */
To our knowledge the grass has been cut and a blower was used to get the small debris.
The wood was left upon request.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response...

from the business.)
This is untrue
Final Business Response /* (4000, 12, 2015/09/28) */
Ms [redacted],
If it's the logs from the trees you are referring too - we do not pick those up. You need to call the electric company.
Best
Kathie G[redacted]

Initial Business Response /* (1000, 8, 2016/05/11) */
The client has been contacted by the Nanaimo Davey manager Adam K[redacted]
It is been communicated that a Davey crew will be returning Friday May 13 to provide the required re trimming to ensure client is satisfied with the height of the hedge...

along with the sides.
Initial Consumer Rebuttal /* (3000, 10, 2016/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work is to be done on Thursday the 19th of May 2016. When called to confirm that they were coming Friday the 13th they said they were only coming to do the sides. We expressed that was not what was promised and forwarded the email to them that was submitted to you the Revdex.com. The manager called back and said they will be coming on the 19th to commence the topping of the hedge and shearing of the sides. I will e mail once the work is completed. Thank you for helping rectify this matter.
Final Business Response /* (4000, 12, 2016/05/24) */
Mrs C[redacted] has been contacted and the pruning, that she was expecting, will be taken care of.
Kathie G[redacted]
Davey Tree Expert Company
Final Consumer Response /* (2000, 14, 2016/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Returned and took hedge to 8' and no further charges were said to be billed. Have not seen an invoice yet though.

This complaint has been sent to our Davey Tree Surgery Company in Livermore California for review and follow up.Address: [redacted] [redacted]Phone: [redacted]

Good afternoon David!   Please see the email below regarding this complaint. Feel free to contact me with any questions or concerns. Thanks! Leilani...

B[redacted] Senior Supervisor [redacted]    From: B[redacted], Daniel Sent: Wednesday, October 19, 2016 3:54 PM To: B[redacted], Leilani Cc: F[redacted], Keith Subject: RE: Revdex.com Complaint   Leilani, Just to review what went on at the Akadry Residence. 1.   The  neighbors tree failed and portion sof the canopy felon and damaged the roof of the Akadry”s Home. 2.   In the process of removing the tree the owner was asked to stay out of our work area, client did not head directions, and continued making suggestion on how we should be doing the work.  The foreman from what I heard from other crew members did a honorable  job of controlling the situation. 3.   Client called police. After talking to crew asked the client to return to his residence, so the men could complete there work.  The officer remained on the scene to make sure that the workers were allowed to finish.  The work was complete all they had to do was clean up. The officer had been dispatched to another call.,. the owner came out of his house and told the crew to get off his property.  – not letting them clean up. 4.   The next day the client opens a case with us.  Regarding his complaints, Additional damage to house, plants damaged or destroyed, and others. I set up a time to meet with him at 5:00pm the following Wednesday. ,  client arrives at property at 5:45. 5.    I ask him what I can do to make the situation right for him.  Yes there was damage to some of his landscape, but I am not sure if it was done by the tree that failed from the neighbors tree or our crew trying to get safe trip free access to the tree that they were working on..         I offered to have our people come back out to finish clean-up. He refused. 6.   That is when he said he would file a complaint with the Revdex.com.   I spoke to  my area manager regarding the complaint. I am willing to reduce the billing by half the amount.   Sincerely   Dan   Daniel M. B[redacted] District Manager I.S.A.Certified Arborist  #[redacted] Office [redacted] Cell [redacted] Fax [redacted]

Initial Business Response /* (1000, 12, 2016/02/04) */
Davey Tree had a junior sales arborist who under estimated the time required to remove a large Fir tree in the rear yard and thus needed to adjust the price due to the amount of increased hours to safely complete the work.
There no demands...

made by the Senior Arborist when the new price was given to the client. Simply put, the Arborist explained the benefits of hiring our trained people. The client was also given the suggestion to obtain other quotes.
The client decided to hire another firm to complete the removal. Our crews completed the trimming portion of the contract to ANSI standards, cleaned up and left the property.
No damage occurred to the property while our crews were on site. They did however forget to move back garden pots that they moved as not to get damaged.
In regards to addressing client concerns and inconvenience, Davey Tree is revoking the invoice of $440.00 to a zero balance owing for services that were rendered.
A statement of account will be mailed out by Friday February 05 indicating the zero balance owing.
Initial Consumer Rebuttal /* (2000, 14, 2016/02/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/28) */
this is the explanation from the crew on site:
1. Late August - a ticket for [redacted] appears in my Advantex queue

2. I visited the property for the first time on August 31st during which I made the assessment based on what I...

saw on the property: "top tree for removal. leave wood and debris". Seeing the large silver maple sandwiched in between the service wires to two homes (the customer's and her neighbor's) I thought the best course of action was to top the tree so the customer could have the rest of the tree (as well as all associated wood and debris) removed.

3. On September 8th I spoke with [redacted] at which time she informed me that she wished to have the tree ultimately removed. I informed her that we could top the tree for removal and she could have a private contractor remove the rest of the tree as well as the wood and debris. During the call I obtained [redacted]'s email address which I then used to send her a permission form that same day.

4. On September 10th [redacted] sent the signed form back to me. After receiving the form I went back to the property, marked the tree and referred the ticket to Asplundh with the agreed upon instructions to top the tree for removal and leave the wood and debris.

5. On September 10th I also receive an email from [redacted] asking us to let him know when the work is going to occur so that he "can schedule removal of tree remains". He also asked if Davey could give him a quote for removing the whole tree. I did not respond to this initial email right away. Had I done that I would have been able to explain to him that Asplundh would be doing the work and that he would have to contact Davey on his own for a quote.

6. On September 18th I received the following email from [redacted]:

"You me helped to coordinate the tagging and cutting of the tree in our yard that was obstructing Pepco's electrical wires. You did a great job of coordinating this, thank you for that!

It looks like we could use your assistance with what we are experiencing with Pepco and their Vegetation Management/tree cutting crew - it's a total nightmare. I have copied [redacted] on this email as he is the homeowner. We are his tenants.

The crew came by earlier this week to start cutting back the tree. They removed the canopy which probably totaled 40% of the tree, and cut enough to clear the electrical wires.

On the first day they are here they left a terrible mess, but told us not to be concerned as they were returning to finish the job and would remove the debris. I can understand leaving "some" branches behind but neither of us were expecting the extent what was actually left behind!

[redacted] called Pepco immediately and was again told not to worry, that it would be hauled away. The next day came and went and the debris wasn't touched. [redacted] called them again yesterday at 11:23am to be exact - and was told that the debris would be hauled away today....and you guessed it the debris is still there. [redacted] spoke to them again today around 3pm and was told that what they originally promised him would not be "honored" and that they "misspoke".
It was at this time that I learned that [redacted] was not the homeowner and that [redacted] was. I had no reason to believe that [redacted] was a tenant. The first time [redacted] emailed me he did not identify himself as the landlord.

7. The same day I forwarded the above-mentioned email to [redacted] Young to see how he would like to handle the situation seeing as though someone at Pepco seemed to be giving out incorrect information. I also replied to both [redacted] and [redacted] apologizing for the misunderstanding as well as the misinformation they were given by a then-unnamed Pepco representative.

8. On September 18th, the same day, [redacted] replied back saying that he would let me handle it but also adding that if they wanted to speak with a supervisor that I could put them in touch.

9. The same day I received this response from [redacted]:

"At this point we have scheduled a guy to come and haul away the extensive amount of debris.

I asked Davey for a quote on any potential leftover debris and did not hear back.

At that point I was concerned, so I called Pepco to confirm the debris would be hauled away.

I spoke with a Pepco rep by the name of Maureen A. at 11:23 yesterday, she informed me the work order was still open and the crew would return to haul the debris.
If I had any indication that the debris would be left behind, I would have pre-coordinated the removal. I even tried to contact Davey for a quote on this.

As it stands, we had no notice that the work would begin the day that it did, and I'm rather upset that 1) I did not hear back from Davey, and 2) that Pepco is making assurances they are not actually keeping.

At this rate, it is my intention to raise this matter with Pepco customer service, and I'm not inclined to trust Davey or Pepco at their word at this time.

If there is another remedy, I'm all ears, but my contractor will be on-site at 9:30a tomorrow to clean up and remove the rest of the trunk (the work I asked Davey for a quote on, and ultimately what we asked Pepco to take care of in lieu of hearing back from Davey.

I'll follow this up with my original message to Davey, and maybe they can tell me why we did not hear back from them when we asked for a quote.

Thanks,

[redacted]"
So, in short, [redacted] should have notified me from the beginning that she was not the homeowner. Speaking to [redacted] from the get-go would have made this a whole lot smoother since he would have asked me about getting Davey residential involved and I would have gladly assisted him. I did drop the ball on responding to [redacted]'s initial email. Moving forward I will check with customers to make sure they're the homeowners prior to signing any agreements and I will obtain the proper contacts at Davey so that I can refer homeowners to the proper channels for additional tree work.

Initial Business Response /* (1000, 5, 2015/11/17) */
Mr M[redacted]
We will be fixing yard damage (rolling and adding a little topsoil). And we will be replacing 2 concrete sidewalk pads and and sealing cracks on 2 others. Work will be completed once we get some rain to allow us to roll yard....


Thank you
Kathie G[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/11/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because they promised to level yard, fix holes and sidewalk.

The account is now at a zero balance and has been removed from collections.

Initial Business Response /* (1000, 8, 2016/05/19) */
Contact Name and Title: Kathie G[redacted], Kent Corpor
Contact Phone: 330-673-9511
Contact Email: [redacted]
Attached is a copy of the proposal that Nick turned in upon the verbal authorization from Mrs. S[redacted]. In her description of...

events she makes mention of "Spring service" and "Fall service" several times but doesn't refer to the services by their specific descriptions of the Merit treatment and the Arbor Green Pro fertilizer. I think what happened here is that Nick was given verbal authorization for both services (as we had done in the past for the previous owner of the property) on 5/18 of last year but didn't realize (or we didn't properly explain) that the Merit would be done in the Spring and the Arbor Green in the Fall. I spoke with Mrs. S[redacted] about this on 4/28 at 1:50 and offered to accept half payment as reconciliation for the misunderstanding.
We did leave a message on 10/15/15 that we would be there the next day to perform the service.
Initial Consumer Rebuttal /* (3000, 10, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is absolutely "NO" misunderstanding. When I call and spoke with Nick, I specifically spoke of "spring service only." I was quoted for said "spring service only". I was given one quote and when he realized that he misquoted we spoke again and I was given a different quote which increased what I was told originally. I agreed to that final quote, service was rendered and I paid in full.
The contract they had with the prior owner of the property, as well as how they agreed to have things done has absolutely nothing to do with the contract with me. I should not be held responsible for their error as there was absolutely no misunderstanding when I was quoted a price, paid in full. I should not be strong arm in any way to pay for something we never wanted, requested, nor agree too. It's there error. As a respectable, reputable company the right thing should be done and adjust my account to zero as I owe nothing.
Final Business Response /* (4000, 16, 2016/06/13) */
In the interest of good Public Relations this invoice has been canceled and the account is at a zero balance.

I am rejecting this response because:I would like corporate and PGE made aware of the disrespectful actions of Davies.

Good afternoon -I have forwarded this complaint to Ray B., District Manager of this area.  I will respond again when I hear back from him. Thanks!

Mike V[redacted] has spoke with Mrs [redacted] on site.  Mrs [redacted] was unaware that the plants needed to be "dead headed" so future blooms could grow.  Mike showed Mrs [redacted] the new buds forming and that just because the plants are not in constant flower does not mean they're dying.  They also discussed the watering requirements.

I have forwarded this complaint to the local office list below to follow up with.Orlando Residential OfficeDan B[redacted]- District Manager

The local field office has been in touch with Mrs. [redacted].  They will be issuing a refund check to her for $266.00

I have forwarded the complaint to be reviewed.Thanks!