Tree Pro's

It is always disappointing to us when we are unable to leave a customer satisfied. Despite many attempts we have been unable to pacify or reason with or come to an amicable resolution with this customer outside of giving money back for something we actually performed as agreed.   We are always;...

and were in this case, transparent in our service contracts. You will see that we contracted for Stump Grinding and our contract clearly explains what our Stump Grinding process is and what can be expected from this service. This is communicated verbally and backed up in writing in our written agreement. We did also agree to grind some surface roots that were growing above ground and did perform that work as well.   When we came back out to field the customers inquiry about his stump growing back. We re-informed him of the tendency for some trees to have sucker growth after they have been taken down and even stump ground as we did and that he will have to treat as a weed until it stops. We found this was actually the case in his situation and when we viewed the stump, there was no actual growth coming from the stump where we ground, but rather from the roots that grew laterally out from the trunk/stump throughout his property. We of course do not demo customers entire properties to remove entire root systems of trees that grow out sometimes 2-3 times past the canopy of the tree and certainly not for the price we charged. He had dug up and exposed some additional roots and claimed that we agreed to grind surface roots, we explained that was only the roots that were growing above ground which we already took care of initially, not roots that he exposed himself throughout his yard. We did offer however; as a courtesy, since he had exposed those additional lateral roots, to come and grind those for him at no charge. We explained however, that we had performed exactly what we agreed/contracted to and this was not included, but rather an attempt to offer excellent customer service.   He allowed us to do that and then after, still demanded us to address the greater issue at our expense of these sprouting roots all over his yard.   We have exhausted our efforts in trying to reason with this customer and provide a reasonable amount of customer service, but we have nothing more to provide at this point.   I have attached both our contract with the stump grinding terms highlighted as well as the pictures that the customer took and emailed us on June 7th which show that the stump that we ground was in fact ground per the contract and the “suckers” as explained by me and in the attached contract terms are the customers problem which we brought to his attention both verbally and in writing prior to engaging in service for this customer.

We have fulfilled the contract as well as provided additional complementary services; however, the customer is not satisfied and I am not sure what more the Revdex.com requires us to do to resolve this matter with the customer.Unfortunately, it does not appear we are going to be able to satisfy this customer.  We have done everything we contracted to do as well as provided some extra service at no additional cost.  What the customer is asking for is outside of our contract and what he paid for.  I hope our contract sheds light on what the agreement actually was.  We certainly do not maintain our accreditation with the Revdex.com and an A+ record by not fulfilling our contracts or trying to make customers happy.  Please advise!  Thanks, Jason N[redacted] | General ManagerISA Certified Arborist #[redacted]Office [redacted] * [redacted] “WE TRIM, REMOVE & FERTILIZE TREES”This communication and any accompanying files/pages contain information which may be confidential or privileged.  The information is intended to be for the use of the individualor entity addressed above. If you are not the intended recipient please be advised that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this email in error, please notify our offices by telephone. Thank you.

I do not accept the reduced invoice from Tree Pros.  The original estimate for all of the work was $3,780 (including the stump grinding and root treatment).  Ben, their arborist, offered to do the stump grinding for FREE.  I paid 50% in advance ($1,890) which left a remaining balance of $1,890.  There was never any mention of a delay due to "weather".  I was told the delays were a result of bringing the wrong equipment and when the correct equipment was brought, the equipment would not fit through my gate.  When the estimate was provided, the gate in question was the same one.  Also, there was another (wider) gate on the property on the other side of the front home that could easily have been used.  So, the "gate excuses" were untrue.  Also, because Tree Pros failed to do the work promised three different times, I was not inclined to give them a forth chance to disappoint me.  I then took it upon myself to remove more than 3,000 lbs of wood from the yard.  That does not sound like their referenced "small portion of tree" left in the yard.  I, my 77 year-old father, my 22 year-old son, and two girlfriends worked for 6 hours on the task of cutting up, loading and unloading, and hauling this huge amount of wood to the dump. I can easily get each of them to sign a sworn statement of the time and effort they put into this arduous task.  I paid for the trailer rental (U-Haul) and dump fee (for exceeding the 2,000 lb. weight limit.  I have attached an invoice for the labor and other fees for removing the wood.  Of course, this does not cover the aggrivation I (and my renters at this property) experienced dealing with this situation.  I feel that Tree Pros should not charge me one more penny!  They did not communicate truthfully and made excuses.  They also attempted to make an unauthorized charge to my visa card.  This was not only illegal, but a business practice that shows a complete lack of integrity!    [redacted]

I appreciate you providing us an opportunity to look into your concern and provide you a fair solution. After carefully reviewing your account and history, I am showing that the following services were completed at your property: Tree Removal, Planting, Deep Root Feeding, and Irrigation. We...

scheduled and completed the service to add the stake support to your trees yesterday, 12/22/2015, as promised. Unfortunately, we did fail to deliver the maintenance products as you originally requested. We will be reimbursing you $177.87 for the Vital-Care products as soon as possible. If you prefer to have the products delivered, I can make sure that they are delivered no later than Thursday of next week. I am sorry that your experience with our company was a disappointing one. We will be implementing changes to make the scheduling and billing process a smoother one. I hope that you consider us for your future tree and yard care needs. We appreciate your business. Thank you for your time.

I sincerely apologize for the experience this customer has had with our company.  With the best of intentions we failed to properly communicate, prepare and deliver the products and services as agreed.  For this reason I am refunding the customer's deposit and am not going to charge them...

for any services already performed.  In addition, I am willing try to find the tree the customer had selected, upgrade it to a 24" box size (if available) and plant it for them as originally intended at no cost to the customer.  While I can't change what happened in the past, I want to make every effort to do what I can do to make this right with this customer.   If anything, I want them to know that although we may not be a perfect company, we own up to our failures and will do our best to rectify the situation as well as use this feedback and experience to improve our communication, processes and procedures in the future.

Tree Pros spoke with client on the same day that the service was done. She explained her concerns and we scheduled her arborist to visit her property for an evaluation of the work done.    We coordinated a time and date with our client and scheduled the follow up visit for 02/13/2017. Dan...

met with our client and reviewed the trimming service with her. He explained the trimming service that was done and he answered all of her questions to her satisfaction.  She did not have any additional concerns or questions about her service. Thank you, Tree Pros

I sincerely apologize for the experience the customer had regarding this situation.  It is not a practice of Tree Pros, to ask a customer to pay for something that we haven't performed or delivered.  The initial order that went out was to include those trees to be trimmed and unfortunately...

information that part of the order was cancelled on site was not relayed properly during this whole ordeal in order for us to avoid this.  In an effort to make amends, I would like to offer the customer to come out and trim his Olive Tree & Italian Cypress Trees at no charge.

Thank you for the feedback and for allowing us the opportunity to make things right. Our field manager has visited your property to review the damages done to your bench and tree and we want to make things right with you. We will be refunding you $200, which is the pricing for the trimming of...

the Texas Ebony. We do not anticipate the tree having any issues but do encourage you to call us in the future if you do notice any issues with that tree. During the time of service we did move the bench at your request to reduce risk of damaging it. In that process, the seat separated from the legs as our crews picked it up to move it. I assure you that the damages caused were unintentional. If you have a company in mind, we can cover the cost for the repairs of your bench. I can also look into our referral list and see if anyone can assist you with the repairs of your bench. Please let me know if this is an acceptable solution for you and I can get the refund processed immediately. Thank you for your time.

[redacted]
Revdex.com:
We have reviewed the response made by the business in reference to complaint ID [redacted] and find that their offers would be satisfactory to me. We have written to the company accepting these offers. We will wait until the business performs these actions and, if it does, will consider this complaint resolved.Thank you for helping us with this matter.
Regards,
[redacted] [redacted]

We have fulfilled the contract as well as provided additional complementary services; however, the customer is not satisfied and I am not sure what more the Revdex.com requires us to do to resolve this matter with the customer.Unfortunately, it does not appear we are going to be able to satisfy this customer.  We have done everything we contracted to do as well as provided some extra service at no additional cost.  What the customer is asking for is outside of our contract and what he paid for.  I hope our contract sheds light on what the agreement actually was.  We certainly do not maintain our accreditation with the Revdex.com and an A+ record by not fulfilling our contracts or trying to make customers happy. 
 
Please advise!
 
 
Thanks,
 
Jason N[redacted] | General Manager
ISA Certified Arborist #[redacted]
Office [redacted] * [redacted]
 
“WE TRIM, REMOVE & FERTILIZE TREES”
This communication and any accompanying files/pages contain information which may be confidential or privileged.  The information is intended to be for the use of the individual
or entity addressed above. If you are not the intended recipient please be advised that any disclosure, copying, distribution or use of the contents of this information is prohibited. 
If you have received this email in error, please notify our offices by telephone. Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

It is a tragedy that this customer’s tree died and we are very sympathetic to how upsetting this may be.  We hate the fact that we have to defend ourselves in this situation.  There is a terrible loss here that is not good for anyone involved. We can...

assure both the customer and the Revdex.com that our pruning did not lead to the failure of this tree.  We provided industry standard pruning on this Eucalyptus tree on April 30th prior to the excessive heat that the valley experienced even though the pruning calendar allows Eucalyptus to be trimmed any time of the year.  The date the customer reported his concern was July 29th after an unanticipated hot June & July.  Arborist's all over the valley including ourselves were talking among each other about various client's plants/trees suffering and even dying as a result of the extreme temperatures.  In addition, it is unknown by neither the homeowner nor Tree Pros, LLC whether there were other unknown causes such as pathogens attacking the tree as those infect below ground and inside the tree and signs/symptoms only show after attacks have taken place.  Pruning alone will not cause a tree to fail, however coupled with extreme temperatures and other adverse conditions & problems a poor situation can develop for any tree. The customer contacted us for tree service at his property, we worked professionally at his request along with our limited knowledge (Unknown pathogens, unknown weather forecast).  We feel awful for our customer that his tree died, but the truth is there is no culpability on our part for this loss.  We have extended a reduction in price to cut his dead tree down as a matter of customer service, but nothing else is warranted in this circumstance.  We are willing to meet the customers request to remove the tree and stump grind it for no charge.  We would not be willing to replant a new tree in its place for no charge.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We do not agree with the business response due to fact their field supervisor came out to inspect the damage done to our window and he agreed it was struck by a flying rock. He said he would get back to us after he spoke to his owner. We had to call them and ask when they would be fixing the broken window and each time they answered they would get back to us. Before we decided to get in touch with the Revdex.com we were  informed that they sent us an email to let us know that they were not going to fix our window. We have yet to receive any type of email. We do have pictures showing just how close the trees were to the window in question.

Regards,[redacted]

Just had Tree Pros trim my trees for the season... Have used them for years... Arborists are knowledgeable and courteous... tree workers do an excellent job (to my eyes) they also take the time to check with me before they leave to get my reaction to the trimmings and cleanup... Will use them again in the spring. Maintenance is costly but when you compare it to replacing large trees ... it seems like a good buy..

Thank you Tree Pros.

Everything went smoothly, from estimate to trimming to clean-up. Couldn't be happier with the service I received.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We do not agree with the business response due to fact their field supervisor came out to inspect the damage done to our window and he agreed it was struck by a flying rock. He said he would get back to us after he spoke to his owner. We had to call them and ask when they would be fixing the broken window and each time they answered they would get back to us. Before we decided to get in touch with the Revdex.com we were  informed that they sent us an email to let us know that they were not going to fix our window. We have yet to receive any type of email. We do have pictures showing just how close the trees were to the window in question.

Regards,[redacted]

We have fulfilled the contract as well as provided additional complementary services; however, the customer is not satisfied and I am not sure what more the Revdex.com requires us to do to resolve this matter with the customer.Unfortunately, it does not appear we are going to be able to satisfy this customer.  We have done everything we contracted to do as well as provided some extra service at no additional cost.  What the customer is asking for is outside of our contract and what he paid for.  I hope our contract sheds light on what the agreement actually was.  We certainly do not maintain our accreditation with the Revdex.com and an A+ record by not fulfilling our contracts or trying to make customers happy. 
 
Please advise!
 
 
Thanks,
 
Jason N[redacted] | General Manager
ISA Certified Arborist #[redacted]
Office [redacted] * [redacted]
 
“WE TRIM, REMOVE & FERTILIZE TREES”
This communication and any accompanying files/pages contain information which may be confidential or privileged.  The information is intended to be for the use of the individual
or entity addressed above. If you are not the intended recipient please be advised that any disclosure, copying, distribution or use of the contents of this information is prohibited. 
If you have received this email in error, please notify our offices by telephone. Thank you.

I sincerely apologize for the experience the customer had regarding this situation.  It is not a practice of Tree Pros, to ask a customer to pay for something that we haven't performed or delivered.  The initial order that went out was to include those trees to be trimmed and unfortunately...

information that part of the order was cancelled on site was not relayed properly during this whole ordeal in order for us to avoid this.  In an effort to make amends, I would like to offer the customer to come out and trim his Olive Tree & Italian Cypress Trees at no charge.

Our objective is to fulfill our contract, unfortunately some of the wording is vague and left up to interpretation and has led to this issue.  We will accept full responsibility for that and will work with Mr. [redacted] to provide a better solution to the Fertigation System being installed into...

a container that will fit both the system and the bottles necessary to fertilize his plants.  Our service department will contact Mr. [redacted] to schedule a time to come out ot complete this.  We apologize for any miscommunication and frustration he has experienced and hope we can swiftly rectify this situation for him.

OMG! Tree Pros is amazing! I had a huge tree branch broken blocking my neighbor's front yard so it needed immediate attention as I felt really bad for the neighbor. The crew came super fast and took care of it right away. They were professional and amazing! I will definitely be a repeat customer for sure!