Trees on the Move, Inc.

Once again we apologize for any inconvenience you suffered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Apparently customer service and integrity is not a core value for Trees on the Move.  You have an unsatisfied customer and you are not doing anything to resolve it. 
Regards,
[redacted]

Trees on the Move started working with the [redacted]’s in
early April.  [redacted] worked diligently through their process which included
multiple designs and working with their builder to pour the concrete.
After finalizing the design and including the concrete portion in the new...

scope
of work, we worked with the [redacted]’s to put a contract in place to accommodate
their request to pay for the project over 6 months. Although this is not our
policy, we agreed to the request. We signed the contract on 5/5/14.  Signing
a contract puts customers on the schedule.  We told them we were
backlogged and it would be June before we could get started. It rained 20
out of 30 days in June which put us behind even further.
 Prior to starting the project we ordered the
product that was stated in the contract. The [redacted]’s changed the
product after the contract was signed (which is not a problem), but we made a
mistake and ordered off of the contract forgetting about the
change.  The correct material was ordered immediately but unfortunately
was out of stock and put on backorder. [redacted] Concrete Products told us it
would be 3 weeks to receive the order but it actually arrived
in 2 weeks.
During the delay we continued with the landscape portion of
the installation. When product arrived we began the installation of the seat
walls and fire pit. The [redacted]’s noticed a difference in color and
asked that we stop and look at the walls with them. The block was NOT two
different colors-same color- but two different lots from the manufacturer.  [redacted]
Products admitted to supplying us with two different lots of material,
something out of our control.  [redacted] and [redacted] worked diligently with
[redacted] for the quick resolution that was achieved. Trees on the Move would
never leave a homeowner to resolve an issue with a supplier. In this
case, Mr. [redacted] volunteered.
[redacted], [redacted], and [redacted] met with the
[redacted]’s and ensured them that although there had  been
some challenges on the job that Trees on the Move is very proud of the 40 years
it had been doing business in SE Wisconsin and will not leave their project until
they are completely satisfied. [redacted] had offered some additional
plantings for the front of their home as a courtesy for the challenges faced
along the way but Mr. [redacted] declined.
[redacted] delivered the new block at no cost and Trees
on the Move removed the old block and installed the new.
Regarding the soil, soil was brought out to site and used
for beds as is typical.  Some soil was scraped from back corner (unfinished
grade) but had not been restored.  We had planned on completing this
before we completed the project.
The miscellaneous stone in the mulch has been removed
and will be looked at again before we leave site in case more has come up
through mulch.
The cable was accidently cut by the crew and
we were not aware this occurred or we would have informed the [redacted]’s
immediately.
As [redacted] stated-we will always make sure customer is 100%
satisfied.  Trees on the Move has provided the [redacted]’s with a 7’
evergreen, mulch for all of his beds, and buried drain tile at no charge.Mr. [redacted] has created another punch list which we assured him would be completed prior to leaving the site.
Trees on the Move will complete over 150 landscape projects
from $1,000.00 to $500,000 this year alone and unfortunately there are some
circumstances out of our control. As a company we will not leave the site until
the project is 100% complete per plan and contract.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

First I would like to apologize for the terrible lack of communication that you received from our company. This is not how we do business. When we receive notice that a tree is not doing well or has died the original salesperson is to go to the job site and check on the tree. If the tree is found...

to be dead the salesperson is to write up the appropriate paperwork and get it into dispatch so the tree can be replaced.
I am sorry that Mr. [redacted] did not take care of his end of things as this matter would have been resolved back in July. Since then, Mr. [redacted] said he has since looked at the tree and verified that it is dead. I have written up the appropriate paperwork and this tree will be replaced within the next week. Again I want to apologize for all of the hassle and inconvenience that you have been put through.

Review: On September 3, 2013 our company went into Trees on the Move to pick out and purchase four trees.. We purchased the trees with our credit card and asked to pick them up the next day. We went ahead as scheduled and picked up the trees the following day. Trees on the Mve loaded them onto our truck, placing the [redacted] on the bottom of the four trees. When we arrived at our job site about 15 minutes later and started to unload the trees, we noticed that the [redacted] had rotten burlap on it and was coming undone, the basket strings were also broken off so we immediately called Trees on the Move and asked them if we could come back and have them reburlap the tree or exchange it for another one. They said they had to ask [redacted]. They came back on the phone and said no to both of our requests. We knew that if we tried to take the tree off the truck like this, that the ball would come undone and the roots would become exposed and we would be planting a tree that would soon be unstable and in shock. We then called back and pleaded with them to please let us make an exchange and once again the answer was no. They told us that we should take the tree off the truck and try and plant it. We tried to take their advice and get the tree off the truck, but once we rolled the tree to rotate it off the truck, the burlap completely broke and all roots were exposed. We took several pictures and called back a third time, again with the answer owas no. We finally were able to speak with [redacted] and he told us that we could not get our money back, we could not exchange the tree for a different one and if we went ahead and planted the tree and it did not survive that we should contact him and he would allow us to purchase a second tree at "HIS" cost. REALLY?

This was our very first and very last time we will ever purchase anything from Trees on the Move. Of all our years of buying and planting nursery stock we have never come upon this POOR of customer service. All we are asking for now is our money back. What a huge disappointment and we will let others know of our experience.

Business

Response:

[redacted] purchased 4 trees on a cash and carry basis. This means there is No Warranty on their purchase as their contract stated. We stand behind all of our products. The reason that we do not warranty trees picked up and planted by others, is that we do not know that others will handle the trees properly and plant them correctly. There is an art to removing trees from trucks. The proper technique and equipment is necessary as to not ruin the root ball. Our [redacted] loaded the trees onto the [redacted] Truck. He has over 30 years experience and does not pile trees on top of each other. When a woman from [redacted] called, she spoke with their sales person and the salesperson explained that per the contract it was a No Warranty sale. The gentleman that was planting the trees then called back and did speak to [redacted]. After he explained what happened [redacted] told them to bring the tree back to our office that day and we would indeed trade it out for another tree. [redacted] never returned to our office with the tree to switch it out. Since the tree was never returned to our office and we do not know if it was planted or not, we will not give a refund.

Review: This issue is in regards to Proposal #8019, dated 07/30/2014, completed in full in 10/07/2014. Following installation of the softscaping aspects associated with the contract, it was identified to the account manager of the account that there were concerns with the plants that were installed. Specific concerns included accuracy of the plants installed in which the plants installed did not match the quantity identified on the contract, health of the plants in which several installed plants did not look healthy, and planting methods in which several plants were not installed deep enough, and the ball of roots were partially above ground. The account manager indicated that a full assessment would be conducted in mid-to-late April after winter had passed, and any issues would be addressed accordingly per the warranty terms. All plants were maintained by the customers in accordance with the companies' 2014 version of their Care and Maintenance Guide.

The account manager met on-site on 04/25/2015, and all concerns of the customers were identified and shown to the account manager. The account manager verbally committed to have every item addressed. The full list of concerns included: 1) multiple grasses did not come back; 2) the original transformer box that was installed was deeply scratched and dented, and did not look new; 3) multiple areas of lawn were driven on by contractors unrelated to the property in question; 4) a post was left in the yard by the company when the lawn was seeded, and this post left a deep hole; 5) several plants needed to be buried deeper so the root [redacted] were fully below ground; 6) the driveway and front sidewalk, both of which were installed by the company, had numerous spots where chips occurred and cracks formed; 7) several rose bushes did not come back; 8) a bush in the berm was only half-alive; 9) the large 6"+ diameter Sunset Maple never came back. The account manager left the meeting stating that all concerns were noted, and would be corrected.

As of 06/29/2015, only items 7 and 8 on the list have been corrected. The refund for the overcharged plants was received. 9 weeks have passed since the account manager met onsite to review the warranty items. During this 9 week period, at least 12 calls have been placed to various employees of the company. The account manager has told the customers several times that he is not handling this warranty claim, and that the customers need to work with the office. The customers contacted the sales manager for support, however the sales manager has not committed to resolving these warranty claims, and has only stated that he needs to talk with the account manager. Within the past two weeks, phone messages have been left with three staff members of the company, and none of them have returned phone calls, and no additional warranty items have been resolved. The only employee who responds to phone calls is the account manager, and he refuses to help resolve these issues, or even get the proper employees involved.Desired Settlement: The customers want all warranty items resolved in a timely manner - the preferred completion time is no later than 07/17/2015. The most serious of the warranty items is the dead tree, which cost $1,000 to install. The customers are very disappointed that multiple employees of the company have decided to ignore this repeated attempt to get information and a commitment on this warranty claim, and do not feel like valued customers who spent nearly $32,000 with the company.

Business

Response:

This is in reply to Complaint from Mr [redacted] Complaint #[redacted]Item #1

When we did the walk thru in May the grasses were not

growing yet, we had a cool spring. The customer requested a walk thru happen in

May. I recommended having it when the plants started to grow. When we planted

the new grasses originally 6 were needed but, we only had to replace 2 that

were less than full. Not dead just not full.

Item #2

When the customer did the walk thru in October 2014, the

power box was not noted as scratched and the only note we have regarding it is

after winter. The product was brand new out of the box in October. The

manufacturer does not make a door for replacement.

Item #3

As stated in her remarks the grass had been driven on by

contractors not related to the Trees on the Move project.

Item #4

The plumbers had left a water pipe mark in the front yard.

It had not been removed prior to us finishing the lawn so we left it in the

ground. The homeowner pulled the pipe

out of the ground leaving a hole.

Item #5

Winter’s freeze & thaw cycle will cause some plants to

heave. We agreed to replant them when we

completed the replacements.

Item #6

The concrete contractor is addressing the concrete concerns.

Item #7

Although the roses were not properly pruned back and prepped for

winter, we replaced them.

Note: The contract clearly states which plants are not covered by

warranty – roses were included on this list.

Item #8

We agreed to monitor the Nannyberry prior to winter, due to

its condition in spring it was replaced.

Item #9

The Red Sunset Maple was replaced at no cost. Many of the Red Sunset Maples (Acer Rubrum)

were affected by the last 2 years hard winters.

The customer made numerous calls throughout the week asking

about these concerns and they were told that it was in the scheduling area and

I did not make that decision. All of her concerns were noted and all refunds

were sent out. The husband would always follow up the same day with the same

questions. The customer was made aware that the proper person had the account

and was scheduling the projects replacements. Even after she was instructed

that the plants she needed were not ready for replacement yet because of the

weather. There was never a refusal to get involved or answer. They did not like

the way our company has different people doing different jobs here.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that while I don't necessarily agree with the content of the response, the follow-up actions taken by the company and final resolution is satisfactory to me.

Regards,

Review: We purchase 6 Canadian Hemlocks, which one was 1/2 dead the day they planted it. We followed their directions as far as watering, mulching etc. We called them in the fall about Sept. to tell them the trees did not look good and was told to wait till spring as they did not want to come and look at them, to give the trees more time. .In the spring, I called them 5 times with no response from them to come and also emailed them, no response. Supposedly they finally looked at them. Their response was that we did not water them till frost, which we did. They want to charge us $148.00 a tree to replace them. Then they said they would only charge us $148.00 for 4 trees a total of $592.00 plus tax. They should replace these free of charge as WE DID WATER UP TO FROST IN THE GROUND. It seems like they want more money onlyDesired Settlement: Replacement with no charge

Business

Response:

This is our response to [redacted] complaint #[redacted]

Review: I purchased two pine trees on 8/28/13 with a two year warranty. The trees were installed on 10/11/13. I went to the location to buy some tree fertilizer as this is part of the guidelines to uphold the guarantee. I was told that the trees had been fertilized when they planted them. In the spring of 2014 after the trees should have generated new growth and didn't I called [redacted] person that sold me the trees that I was concerned of the trees. I know that trees take time to establish. on the one year warranty 10/11/14 one of the two trees didn't seem to be taking off like the other. I have fertilized the tree, kept it watered and 3" mulch to follow the rules for the guarantee. I have a company I use to take care of all my other trees to spray, fertilize etc. They indicated that the tree wasn't planted correctly as it looks like it was planted to deep. So I called trees on the move and no one called me back. The spring of 2015 came and the tree didn't show hardly any new growth again. I called [redacted] again and never received a call back. So I had her cell number and I decided to text here. She did respond and said she would come out to check on the tree and inform me of the status of the tree. The responds after visit which was three weeks later stated " Oh your tree has been invested with spruce sawfly" we don't guarantee trees that have been infected. I called her back and finally was able to speak with her to notify after I looked up the "spruce sawfly" on the internet that there is now way in hell that this tree was infected with this. I take great pride in my care for my trees and would have noticed this, not to mention the company I use (Buckley Trees) has also confirmed that none of my pine trees have never been infected with such a disease like "Spruce sawfly" . She told me that she would have to have her manager call me. This was in July of 2015. I never received a call from her manager and I continued to care for the tree and in October 2015 I called the office and spoke to someone that passed the concern and my dissatisfaction of how this has all been handled and that today 10/11/15 is the last day of the warranty and I still haven't heard from anyone. I received a call two days later from [redacted] the owner and explained the situation, I texted him pictures of the tree and he told me that he would come out and check out the tree. Today is 12/30/15 and never heard back from [redacted] or [redacted] about the condition of my tree. I spent $1064.00 for this tree and half the deliver charge of $67.96. I find it very upsetting that a large company like Trees on the move would be more appreciative to customer satisfaction. Its as if OK we finished the job and we got paid and we are done. The most frustrating part is you never receive a call back. I read all the other complaints and it seems to be a ongoing is[redacted] with this company.Desired Settlement: The money spent for a tree that I have been trying to get help with for the past two years and get no answers. Obviously the company doesn't care and with the condition of the tree that probably will not grow. I should be given a refund or I should be given a new tree of my choose of the same or larger for all the inconvenience of how they don't care.

Business

Response:

Dear Mr. [redacted] I will begin by apologizing for the lack of response from our Company. You are correct this should not have happened. Steps have and will be taken to address this is[redacted] with all of our staff members as to responding in a timely manner no matter the situation. We always try to improve our services not take a step backwards. With that said we will be replacing your tree with a Norway Spruce that matches the size of the other Norway Spruce that you purchased. (We want the trees to match) I can not give you a specific date for planting as we are always governed by the weather. New Stock is dug in spring. If it is not too much of an inconvenience for you, we would like you to pick out the tree of your choice. If you cannot come to our nursery to do so, we will be happy to choose your tree for you. We are pulling your file and putting it with the Spring Planting folder. I ([redacted]) will call you when our stock is in so you can be the 1st to choose your tree. Again I apologize for the inconvenience and frustration that we have caused you in this situation. We hope to remedy this problem for you in spring.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

My husband and I contracted with Trees on the Move in May 2013 to have a larger patio poured, a tree removed, and a fence installed. We are very disappointed with the service we received throughout the whole project. We choose Trees on the Move because of their well know name and reputation in the community. I now wish I would have read the complaints filed on the Revdex.com site about them before we committed to a contractor. We would have saved ourselves a headache.

When we started meeting with the owner of the company in May 2013, we told him we were very committed and ready to go ahead with the project. He verbally told us there should be no problem having the project completed by July 1, 2013. Although I understand summer is an extremely busy time of the year for landscapers, when I am told something will be done by a certain date, I believe that person is giving me their word that it will be done by that date. The July 1st date made my husband and I very happy, as we were anxious to get going on it and have our new backyard to enjoy for the second half of the summer.

We asked from the beginning that all of the items on the estimates and invoices be itemized out in detail. I understand they are in business to make a profit, but I also have the right to know what we are being charged for. Huge ranges of dollar amounts and lump sum amounts are not what I like to base my decisions off of.

When discussing the fence with the owner and his sub-contractor, I stressed several times, that we have a small 16 pound dog and a fence will not do us any good if it can not contain her. I asked specifically many times about what the height of the fence would be along the bottom and said I needed to be sure the dog could not get out. They both told me this would not be a problem. I was also told the fence portion of the project would take one day. We were originally told Thursday, August 22nd would be fence day. The sub-contractor had someone call in sick and another job that didn't go well and said he didn't want to start the job on Friday. He said they would be there for sure on Monday, August 26th. We though that would be fine since my husband and I both had off that day and could be there for questions that would arise. I received an email on Monday morning, that they would not be there because they had an emergency job for the Harley Fest downtown. That was the last thing I wanted to hear after being pushed back how many days already! We had been waiting 3 months for this fence at this point!

When the fence work finally began on Tuesday, August 27th, it actually took 3 days to complete. By the time the sub-contractor left on that Thursday, it looked like a mole had gone through our yard and all of the extra dirt from digging the fence post holes was heaped up along the bottom of the fence throughout the whole yard. There were also several places where our dog could easily make it under the fence. So, we're paying thousands of dollars for a fence that can't contain the dog, and this was something I had talked to the owner and sub-contractor about several times in the planning and measurement stages of the project. No one from Trees on the Move was out supervising the work of the subcontractor. It took an angry call from me to the owner to tell him about the gaps under the fence and piles of dirt all over our yard and the torn up newly grown grass.

I made it clear that I was having company this weekend, and this was not the way my yard better be left. I told the owner I wanted all of the bad rocky dirt around the yard taken away and good top soil brought in, so the yard could be regraded and the huge gaps under the fence and the lawn fixed where it had been torn up. The crew did do a nice job grading and reseeding/fertilizing. The owner later threw this back in my face that they sent another crew out to fix the yard and brought in more dirt, seed and fertilizer and didn't charge us anymore for that. Excuse me? Had the project been managed effectively and 3 weeks had not passed from the time the concrete was poured and the fence portion stated, and been supervised, many of these issues could have been avoided.

I emailed and called the owner several times over the course of this project and believe if I wouldn't have continuously pushed things along, the project still wouldn't be complete. I told him perhaps dealing with bigger clients or corporations was how his good reputation was earned. If I was asked, I certainly would not say the same. Our project might be a small project for Trees on the Move, but for my husband and I, it is a big project, costing us thousands of dollars of our hard earned money.

All of the above was written to the owner of Trees on the Move in an email, as they were asking for final payment. Besides the above I told him my husband and I had felt cheated and taken advantage of and that this was the worst service experience my husband and I have ever received from a service contractor! With everything taken into consideration, I requested a generous discount be taken on the remaining balance due. I asked he please get back to me with what that new balance would be. I said we would then arrange for payment on credit card and asked for a Final Lien Waiver to be furnished at payment.

Five minutes after the owner received my email, he called me on my cell and started SCREAMING at me! At this point, I have come to expect this sort of un-professionalism from him. He was completely offended that I asked for a discount and mentioned he was also offended that I had tried to negotiate the price at the beginning of the contract. He also yelled about me using the phrase "felt cheated and taken advantage of" and said I was hardest person he has ever worked for and that I set the bar too high. He said if this is how it was going to be, he would immediately put a lien on our property! I told him that was not necessary. I did not say we did not intend to pay him, but was asking for a discount in consideration of their poor service. I told him I was promised the project would be done by July 1st, and it was finally done on September 1st. I also told him I'm a business person, who has worked in accounts receivable and collections and asking for a discount or negotiating a contract was not meant as an insult, it's an everyday customary occurrence. After 15 minutes of him yelling, I still managed to keep my cool and give him firm answers in response. We arranged for a time to make the credit card payment. I told him to please send along the full lien waiver. Of course this did not happen. Luckily, we did receive it in the mail a couple of days later.

I just wanted to share this experience, so hopefully someone else will be able to make an informed decision when they are planning to hire a landscaping contractor.

Review: We originally contacted Trees on the Move March 2013 for a quote to have landscape work done in our front yard and removing bushes in the backyard. We got our quote in April 2013 and were told it would be 4-6 weeks for our project to be on the schedule. It was a very rainy spring so we were pushed back to mid June until it was completed but during the waiting time (after receiving our approximately $3000 down payment) we received no communication unless we contacted them. The work completed was to include: remove and fill in bushes in backyard, bury 4 downspouts with pop-up drains, remove existing bushes in front of house and along sidewalk, remove existing landscape blocks around tree, lamppost, and flower bed in front of house, new flower bed to be cut out in front of house and along garage, plant new plants and bushes. We also included for a new front sidewalk and patch in front of our garage to be poured with new concrete. We were told it would take 2 1/2 days to complete the job and that [redacted] would come out and check to make sure we were satisfied with job. The concrete on the sidewalk looks GREAT and we couldn't be happier with it, the only problem is that the patch in front of the garage slops back toward the garage instead of toward the driveway. The landscaping took 1 day to complete with two guys here until past 8pm. Initially we were satisfied with the landscape overall but within 1 month of completion we had grass growing in the new beds due to lack of sufficient removal and lack of mulch being placed appropriately. There were no caps placed on the end of the downspout drains. The lamppost looks like they hurried to get it done, with barely any mulch placed (even [redacted] said it looked bad). The holes where the bushes were removed in the back were not filled in with dirt so we are left with giant holes every 12 inches. Plants in the bed out front were dying within the first month despite watering correctly as instructed. There are some plants that we could see the base of the plant on the surface of the dirt, no mulch placed around it. We contacted [redacted] (who was the head guy on our project from the beginning) on 8/14/13 via email to inform of our complaints and included pictures of the problems. 8/19/13 [redacted] replied and said that he would come by that week to look at the problems. He never showed that week nor did he call. [redacted] did call and schedule to come out 9/3/13, he did not show or call. We emailed him 9/4/13 asking about why he did not show on 9/3/13. [redacted] replied 9/5/13 saying that he would be out that morning. He did not show, did not call. [redacted] eventually came out in mid to late September 2013. He looked at all problems areas, agreed that lamppost looked bad and would be filled in with grass seed and mulch removed, Said that some plants may be dormant from the planting and he would wait until Spring to see if they make it through the winter. He did say that he would have them come out and fill in holes in backyard and bring downspout drain caps. No one showed. In March 2014 we went to the Home and Garden Show to speak with [redacted] directly and voice out complaints yet again. Per his request our contact information was given to him, he said that he would call the following Tuesday to come out and check the problems. We received no phone call from him for close to 2 weeks. We then emailed the company approximately 4/11/14 directly through their website hoping for a response. On 4/14/14 [redacted] called and made an appointment to come out on Tuesday 4/15/14. [redacted] showed up on 4/15/14 and said that they would come out and remove dead plants, replace a few bushes that were also dead, fill in the holes in backyard, fix the base of downspout drains and provide caps, and fill in mulch all at no cost since it was still within the 1st year of completion. We did stress that we wanted the problems fixed prior to June 2014 so it was still within the 1 year of completion and covered. [redacted] said that there wouldn't be an issue if we went past the 1 year date. [redacted] said that they would call in a few weeks and let us know when we were on the schedule. We contacted [redacted] on his cell phone on 5/12/14 asking if we could stop by and at least pick up the drain caps as we had animals crawling in the pipes and trying to make nests. [redacted] said that he had to pick them up but would bring them over on 5/13/14 and asked if that was okay. My husband said that it would be as long as he showed up on 5/13/14, he did not show, did not call. We called 5/17/14 and left message about the drain caps, no response. We called 6/2/14, [redacted] was not in the office, left a message on cell phone. We called 6/9/14, [redacted] was not in office, left a message on cell phone. We were not given an option to leave a voicemail on his work phone nor given any option of talking to anyone else.Desired Settlement: WE would like Trees on the Move and [redacted] to come out and fix the problems: fill in mulch appropriately, fill in holes in backyard, replace dead bushes, remove mulch and plant grass seed around lamppost. We gave this list to [redacted] when he came out on 4/15/14 and it was also emailed to the company on 4/11/14.

Consumer

Response:

On Thu, 12 Jun at 3:56 pm , [redacted] wrote:

This email is to inform you that [redacted] from Trees on the Move contacted me this afternoon 6/12/14 and scheduled an appointment to come out and address the problems listed in the complaint on 6/13/14 at 1pm.

Thank you for your assistance in this complaint.

Sent from my iPad

I never do customer reviews but felt that I had to share my experience with this one. We have tried multiple times for this company to have a sales person call us back for potential landscaping business. When we built our home, 9 years ago, we used them to landscape our entire property. Since we've used them in the past we wanted to potentially use them again. My husband called them a few months ago to have a sales person call us to discuss the same but we've not heard back from anyone to date. WE WANT TO DO BUSINESS with them but I guess they do not. We will never use them again or refer them to anyone. I guess our business is not important enough for someone to even give us a courtesy call back.

Review: Trees on the Move has been the worst/unethical contractor that I have dealt with in 12 years in the construction industry. We contracted them to install our patio and some other misc. landscaping for our new home on 5/5/14. It started off good through the design process with their designer ([redacted]). They seemed like a reputable contractor with many quality pictures of their installation. As mentioned above our contract was signed on 5/5/14. They did not mobilize until 7/9/14 (2 months later). This was just the start of what I would like to call HELL. The first day they mobilized we noticed that all of our paver wall bricks, pavers, and fire pit were all ordered the wrong color. Not one piece of brick/paver was the color we ordered. It gets worse... Trees on Move then gave us the option to go with the brick/pavers that they started installing or have them reorder the correct color that we wanted. Well after a couple days, we decided that this is a lifetime investment and we should go with the color we selected in the end. With that said, we found out the correct brick color was on back order for 3 weeks. 3 weeks ago by and here we’re at the end of July with no patio yet. This was supposed to be a 2 week project, let me remind you. So the new product gets delivered, installation is going good for a couple days. I noticed that they stopped installing the wall around our fire pit about halfway up. I didn’t think much of it, as I thought they would just bring more product out the next day to finish. It was 2 more days before they got more product out to finish, however the brick they installed was a tone darker than the bottom half. It looks like it came from a completely different production lot. See picture attached. This was just the start of poor workmanship issues. Other issues include:

• White gravel rocks scattered throughout the brown mulch around the entire house,

• All four column caps were not even close to being centered on columns. It looked like they didn’t even measure to try to center them (1 cap still yet to be resolved).

• Fire pit cap was installed uneven and not centered. The fire pit ring was damaged upon arrival (still yet to be resolved).

• A noticeable low pitch near the fire pit ground pavers that collected a pool of water when it rained.

• Sitting wall caps not cut properly and bowed with an uneven surface (still yet to be resolved).

• Adhesion glue dripping down the wall under the sitting wall caps (still yet to be resolved).

• Cut our underground cable line coming into our house and didn’t even tell us. I physically had to go outside and found the break it a couple of minutes. I sat on the phone with Time Warner for 30 minutes trying to troubleshoot when it was an issue caused by them.

• Left a large hole in our back yard from dirt that they used for an island we had put in the front yard. Their quote said they would bring in soil for the beds.

Although they listened to us and fixed some of the issues that same day, we still got grief from the project manager ([redacted]) and [redacted]). They acted demeaning to us, like why are you asking us to fix this? As of today, almost 6 weeks later they still have not repaired/replaced the items we asked them too. The biggest issue that we got grief for was the brick wall that is two different colors. Both [redacted] and [redacted] claim it’s the same color and “power washer” will fix it. When they were here they said I should contact the manufacturer ([redacted]) about my concern with the wall color. Don’t you think a quality; reputable landscaping company would take this in their own hands and contact them for [redacted]? Not the case, I had to do everything. They left it up to me to deal with and work with the regional sales rep. The regional sales rep with [redacted] was very response and helpful in the matter. I sent her pictures on two occasions. One the day after we met with [redacted] and [redacted]. One after I used a power spray nozzle to wash down the brick again. Both times, it resulted in looking like two different colors. I have it in writing that the regional sales rep agrees the wall is two different colors. She tried to follow up with [redacted] and [redacted] again to come to a resolution. Again 2 weeks later, because Trees on the Move is horrible at responding, they give the same bt excuse, that they were both out here and they didn’t think the brick was a different color “(it looked worse in the pic than in person)”. Yes, these are the kind of people that we are dealing with.

Let me also remind you that [redacted]) stood here on my property and quoted this, “It’s my job to make sure the customer is happy and we will do what it take to make sure that is done.” Well that isn’t happening…..Apparently the poor customer service/poor workmanship/being unethical comes from the top down…..So we sit here almost six weeks later and I still don’t know when and if we’ll have a patio to enjoy this summer.Desired Settlement: All I am asking for is Trees on the Move to take ownership and work with the manufacturer ([redacted]) to replace the wall with a similar matching lot color. I also expect compensation as a result of the poor customer service, poor workmanship, and further delayed schedule in resolving this manner when it could have been taken care of two weeks ago. I would like our last two payments of $888.38 (November and December 1st payments) be dropped.

Business

Response:

Trees on the Move started working with the [redacted]’s in

early April. [redacted] worked diligently through their process which included

multiple designs and working with their builder to pour the concrete.

After finalizing the design and including the concrete portion in the new scope

of work, we worked with the [redacted]’s to put a contract in place to accommodate

their request to pay for the project over 6 months. Although this is not our

policy, we agreed to the request. We signed the contract on 5/5/14. Signing

a contract puts customers on the schedule. We told them we were

backlogged and it would be June before we could get started. It rained 20

out of 30 days in June which put us behind even further.

Review: 1 tree out of the 8 planted in April 2014 is 1/2 dead. The Betula Nigra River Burch 10-12 foot is bare from the middle up, it looks like a bush.

I called on 6/10 (was told they would send arborist out to check) no response

6/24 (said they didn't know, would talk to arborist and get back with me) no response

7/9 (stopped by business and talked to [redacted] who said they will replace tree. will put me on list but no time frame)

7/20 (called [redacted] 11AM said he would be out later in PM to check tree but never showed up. we ate or supper on the patio that day/ no rain )

7/22 ( called [redacted] claimed it was raining that day so couldn't come out. He then said he can't change out tree with out SUE's OK, will be out in the next 3 day to check tree) Never showed up.

I have pictures of this tree if neededDesired Settlement: replace the tree with a good one.

Business

Response:

First I would like to apologize for the terrible lack of communication that you received from our company. This is not how we do business. When we receive notice that a tree is not doing well or has died the original salesperson is to go to the job site and check on the tree. If the tree is found to be dead the salesperson is to write up the appropriate paperwork and get it into dispatch so the tree can be replaced.

I am sorry that Mr. [redacted] did not take care of his end of things as this matter would have been resolved back in July. Since then, Mr. [redacted] said he has since looked at the tree and verified that it is dead. I have written up the appropriate paperwork and this tree will be replaced within the next week. Again I want to apologize for all of the hassle and inconvenience that you have been put through.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.