The Natural Way, Inc.

We have discussed this complaint with the *** and have given them copies of their original estimate and photos of the work we completedWe are not familiar with, nor do we use the term “winterization” and am not sure what Mrs*** is referring to. We did provide an estimate and
were contracted to tthe junipers. It appears that they are in agreement that we performed the work the same way we did in years prior with the same estimate description "tie-up"Tying up is not the same as staking and does not include anything other than securing the branches to the tree, which is why we specified on these specific shrubs that we would “attach to fence to lift”The *** did not want the junipers secured to the fence and had us come back and remove the equipment we installed to do so. Because of the height of the junipers the fact that they are on the property line and against the fence, there is nowhere else to secure these plantsWe have recommended pruning in the past and the *** have not contracted us to the work nor does the work appear to have been completed by anyone else. Neglect, growing conditions, location and prior years of damage have contributed to the overall state of these plantsAt this time we completed the services as estimated on estimate 25940, we have had several certified arborist at this property on multiple occasions to review the work and we have provide the *** with over $of additional tie-ups to their other junipers at no cost to them

Complaint: 11250118
I am rejecting this response because: (SEE RESPONSES BELOW) The Natural Way:We have discussed this complaint with the [redacted] and have given them copies of their original estimate and photos of the work we completed.[redacted]’S RESPONSE:  We had a phone call from the Receptionist at The Natural Way--[redacted]. There was NO discussion, however the conversation centered on [redacted] asking my Husband & I a series of questions…some of these questions were:-What is winterization?-What was different about the work this time versus years prior?-Asked which trees had the work been completed on?  Which trees still needed to be done?Also, we have not received any photos, in fact, I’m not sure how they would have photos of our property without our permission and without our knowledge.The Natural Way:We are not familiar with, nor do we use the term “winterization” and am not sure what Mrs. [redacted] is referring to. [redacted]’S RESPONSE:  This is one of the questions that was asked by [redacted]…she wanted to know what we meant by “winterization”, and it was explained to her, for lack of a better word, we used the word “winterization” and  was referring to tying up the Juniper trees and staking them, getting them ready for Winter. The Natural Way:We did provide an estimate and were contracted to tie-up the junipers. [redacted]’S RESPONSE: Yes, The Natural Way did provide us with an estimate and we contracted The Natural Way to complete the work of tying up the junipers and staking the Junipers.  However, as we stated in the original complaint, the Crew came out on 3 different occasions because they did not complete the job the 1st time.  When we called the 1st time, we spoke to the Landscape Manager [redacted] (who is now no longer there) [redacted] advised that the Crew was new and he was in disbelief that they did not complete the job.  We had to call a 2nd time, and this time we were advised that [redacted] the Landscape Manager who oversaw our project had been terminated. The 3rd call was placed because no one called us back, this time we spoke to the Owner. The Natural Way:It appears that they are in agreement that we performed the work the same way we did in years prior with the same estimate description "tie-up". [redacted]’S RESPONSE:  NO WE ARE NOT in agreement that the work performed was the same as in years prior. The Natural Way:Tying up is not the same as staking and does not include anything other than securing the branches to the tree, which is why we specified on these specific shrubs that we would “attach to fence to lift”. [redacted]’S RESPONSE:  We are in agreement that Tying up is not the same as staking, we are in agreement that they staked 8-10 foot trees to our fence to lift. The Natural Way:The [redacted] did not want the junipers secured to the fence and had us come back and remove the equipment we installed to do so.  Because of the height of the junipers the fact that they are on the property line and against the fence, there is nowhere else to secure these plants. [redacted]’S RESPONSE:  YES, after we arrived home and saw they had staked the trees to the fence— YES, IMMEDIATELY we asked them to come and un-stake the trees from the fence, because as they state “the height, proximity to fence, etc” and weight of the junipers would cause the entire fence to fall down at the next heavy snow storm.  We showed them an example of what that should look like.  However upon returning and reviewing what they had done, not only did they remove their work, they also removed the work of another contractor (SEE PHOTO--Will send in seperate file due to 4 files maximum ) The Natural Way:We have recommended pruning in the past and the [redacted] have not contracted us to the work nor does the work appear to have been completed by anyone else.  Neglect, growing conditions, location and prior years of damage have contributed to the overall state of these plants. [redacted]’S RESPONSE:  This information is false---The Natural Way has been servicing our tress for several years—so not sure why they would state neglect and that nothing has been done.  There has been no recent conversation regarding pruning of our trees.(Please see the attached receipts from The Natural Way where they have serviced our trees)The Natural Way:At this time we completed the services as estimated on estimate 25940, we have had several certified arborist at this property on multiple occasions to review the work and we have provide the [redacted]'s with over $500 of additional tie-ups to their other junipers at no cost to them. [redacted]’S RESPONSE:  The above statement is completely false.  The work that we contracted was not completed.  The reason they have had several Arborists on our property is because the work was not completed correctly the 1st time and still has not been.  I am not sure about the cost they are referring to because there are still 3 remaining trees that are not tied up and should have been from the original job, unfortunately these trees are now destroyed from the last 2 storms we have had. (SEE ATTACHED PHOTOS OF TREES DAMAGED)We are extremely disappointed in The Natural Way.  We have used their services for several years and have been completely satisfied.  This is the first year that we have experienced problems, we believe that the turnover and inexperience in Staff has contributed to this.  It is not our intention to ask for something or complain unnecessarily, it has taken unnecessary time and energy that we will not get back.Our only request from the Owner was that he send someone out to complete the work, he hung up on us and would not take our calls.  We felt helpless, did not know what else to do, which is why we contacted the Revdex.com.Since, we have hired another contractor to complete the work that should have been completed by The Natural Way.We will not continue to debate what was done/not done nor will we debate on what was said/not said.  We just want to make sure it never happens to anyone else, and the only way we know how to do that is to voice our concerns/complaints.Thank you,[redacted] and [redacted]    
Sincerely,
[redacted]

For less than $200 we tied up all of their trees (instead of just the north ones that were quoted), and we made attempts to stake what they had requested. In the process of trying to come to an agreement we removed metal wires and ratchet straps put up by another “professional” that were damaging the trees and used industry approved methods to tie up the branches.  As you can see form both our picture and the [redacted]'s all the trees were are tied up however the trees with prior substantial damage were not able to withstand the wet snow we got. I have the recorded phone calls where the [redacted]'s confirmed receipt of the photos (taken when we completed the work - no trespassing) and a copy of the email with the photos. I have attached the unauthorized estimates we have provided them in the past.  These estimate show that what they have submitted in their complaint is not accurate and the trees have not been maintained by The Natural Way, Inc.  In fact besides the work in question, we have not done tree work for the [redacted]'s since 2012.  However they have requested a few estimates including last year, on 5/11/15 they called to request an estimate for storm damage, "Storm damage - tree is falling over 8-10 feet. Mrs wants a quote. Wants work done ASAP" but again did not have us do the work.  We appreciate that the [redacted] trusted us to take care of their trees however tree care is an ongoing process and Mother Nature often dictates much of what can be done. As they experienced last year, storm damage has lasting effects on the health and atheistic of their junipers and tying them up after the damage is done is not a remedy for all the issues previously discussed.  * I cannot attach recording of phone calls that clearly state that this years tying up was the same as previous years (2012) and confirmation that they received our pictures in an email but would be happy to send to arbitrator if needed to keep this negative review off of our profile.