Work was not completed as per emergency request and I was told in order for them to do the job I would have to give them my MC# which I did. Workers came and took down non-hazard part of tree and left the hazard still standing. On both occasions there were witnesses to the arrival and departure of the workers. Two other workers came previously to assess the tree and agreed the whole tree needed to be removed. Workers didn't know how to back wood chipper down alley which we had requested. Workers came back 3 days later instead of next day as promised to finish the 3 hrs hazard removal that they promised and charged me for 2 days emergency rates for a job that should have been on the first day!! They said that they stopped their workers as they put in a 10 hr day and when I called the office they promised me that they would be back the next day to finish the 3 hrs minimum required. They actually sent out two workers prior to assess the tree and agreed the tree standing was still a hazard. We were not aware that we would be paying emergency rates again!! The invoice I received did not even have a breakdown of hours. They were only at my home the first day for a total of 2 hrs and the second day 1 hr but as I have stated I was charged for 2 days at emergency rates plus an extra day of travelling to and from my house and disposal fees. Had they finished the job the first day as requested in an e-mail I would have not had to pay the extra travel time and disposal fees. Even though I have all the proof in correspondence between myself and Arborcare the manager just kept on making up excuses so they wouldn't have to credit us for an extra day for their mistake. When I gave my MC# to Arborcare I was worried this type of thing would happen and it did!!! They offered me 1 hr refund and a $50 credit for tree trimming. I told them I did not want them back to my home but rather give me a credit. Not to be trusted and expect the manager's to justify ripping you off and making up excuses why they couldn't finish the emergency/hazard the first day!! I noticed they are trying to cover up their tracks!!
- Approximate cost of services:
- $1,852.50
- Company Response
I agree with Tracey that our customer service was not up to our usual standards due to the sheer volume of business from the storm. This was the single largest tree related storm incident in the city since we started business in 1983 and led to a massive amount of damage. I apologize for the lack of attention to her concerns but we did attempt to resolve although unable to do so expediently. I truly believe we are customer service focused company and have tried to resolve the dispute.
The original request was for the work that they did on the first date, the tree however was assessed as requiring removal. Unfortunately in emergency situations we are going into a job blind and sometimes require higher skill levels or time. In this case there was need to return at a later date, due to some communication issues we were delayed until a few days later. We were offering our clients reduced rates for services performed after the hazard service requests subsided, this specific service was a hazard and completed in the thick of the emergency responses.
After review of the client's complaints I had offered them a credit as well as a coupon towards future service, unfortunately this has not satisfied them. I apologize that I am unable to satisfy the complaints to satisfaction, as this was an emergency service we try to communicate as clearly as possible our terms both verbally and on the Work order authorization form.
Thank you for your time and patience.