ComplaintsforAllen's Tree Service Inc

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was overcharged and they didn't cut down the limb I hired them to cut down that's over my house. They refused to cut it and said it would harm the tree. So I will have to hire someone else to do it. They told me it was between $600-$650, now they want $700. I went ahead and paid them but it is not what we were quoted.

  

  Business response

  09/12/2023

  Customer called to seek an estimate for some pruning on their Pecan tree on 8/18/23. Our estimator provided them an estimate on 8/23/23 in the amount of $ 700.00. Thereafter, the customer signed our online proposal that they received in their email, creating an authorized work order on 8/30/23 which is attached with her signature on the contract with the proposed price. We then scheduled the work on 9/1/23. After the crew arrived to do the work outlined, the customer was insisting to get our professional crew to cut larger & bigger limbs completely off the tree, which was not included in the price for the work. The estimator explained on 8/23/23 that NO large limbs would be removed. He was explaining to the customer that the correct way to do selective pruning on the tree, would reduce weight within the crown over the house only and the tree could sustain damage if large limbs are cut completely off. The crew did what was outlined in the work order and did remove a couple extra limbs over the house trying to satisfy the customer, but they were insisting they do more and more work. The estimated time that should have taken the crew to do this job was bout 1.5 hour. They were at location for over 3 hours, trying to make her happy. After they left, she called the office complaining that the work was not done to her satisfaction. At this time, the estimator was out of town, or he would have went there while the crew was at the site. The office then scheduled hm to go there after the holiday on 9/5/23 to talk to them. Upon him arriving and looking at the work that had been done, seen that the crew went over an beyond in trying to satisfy the  customer by doing extra work. In viewing what the crew had done by reducing the weight over the house was done more than he had anticipated and spoke to the homeowner to explain that the job was complete and the crew did an excellent job and even more on the tree than he expected for them to do.

  After he spoke to both husband and wife, they handed him a check in the amount of the job $ 700.00. Before he could leave their house, the woman again was calling our office to complain about the work and the amount of the job. The office staff informed her, that he was still outside speaking to her husband, that she could go out and still talk to him, but she hung up and did not proceed to go outside to discuss anything further. 

  Now we receive this complaint that she expect us to reduce the amount of the job and request a refund.

  We performed more pruning on the tree than originally quoted in the contract. We feel the customer received well more than the $700.00 in work. We are not refunding any $ at this time and close her file, completed and paid, unless she puts a stop payment on her check before it is processed thru her bank account.

  Customer response

  09/13/2023

  Complaint: 20557229
  
  I am rejecting this response because: The estimator told me that the price would be $650.00 but when the guy came out again he priced it at $700.00.  Tony was aware that the price would be $650.00.  I hired them to cut the limb over my house and they did not do it They said that it would hurt the tree but I wanted that limb cut.   I think they owe me $50.00.  Tony told me over the phone that the price would be $650.00.   
  
  
  Sincerely,
  
  Eileen Moeslein

  

  Business response

  09/21/2023

  Originally I explained from the start of her phone call into our office for the estimate and through the proceedings of giving the estimate on 8/23/23. Along with her agreeing and signing our proposal and creating it into a work order a week later in the amount of $700.00. From the date of 8/23 to 8/30 after her signing the agreement, she never once sked for any reduction in cost. 

  Our estimator CLEARLY explained to her, on 8/23/23,  that ONLY weight would be reduced by cutting limbs off of the larger limbs over the house only. There would be NO cutting of any large limbs. She was trying and insisting to our crew that they keep cutting more & more & more off her tree, which could damage that tree.

  During the time of the men being at her residence, she called our office and spoke to an office staff ( Tony ) which he only thought the price was 650.00. Tony had and has NO authorization to change any pricing of estimates or giving any discounts without the authority of the owner ( me ).

  After which the job was done, Jeff went back to their home, looked at the tree and explained to her that she indeed got ALOT more work done that Jeff even thought should have been done. The job should have taken them about 1.5 hour to complete, which they were there for over 3 hours.

   We should be charging her double the price for the work that was done in that amount of time. She should have received a bill for 12-1500.00 for the amount of work the crew did. They received a very well done job and more worth than what they paid for.

  We are not going back to do anything and we are definitely NOT giving any refund to her. We ask that they stop harassing our business, 

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