Customer ReviewsforHart Exterior Services, LLC

Ryan was accommodating in getting our trees trimmed due to our pool people starting earlier then scheduled. That was the positive... After Ryan was done his work, he told us that he couldn't get the higher branches like we asked for, due to the fact that he was pretty new at this work but could recommend someone else and give us a $200 credit. We were upset about that, and feel he should've told us from the very beginning. We informed him and his assistant that we didn't want the credit because we weren't going to have more work done by him. His assistant informed us he would drop a check off to us next week. 3 months later, still no check and now Ryan cops an attitude when I ask him for the refund amount of $200. This is his professional response: "Mike, I have already explained to your wife that a credit applies to future work to be completed. That's very different than a refund, where someone receives some or all of a payment they had already made. I gave you a credit. I do not offer refunds. I'll go on to say that I'm pretty hot about having accommodated your timeframe when those pool diggers showed up much earlier than expected, an inconvenience to us for sure, to still be talking about this. I'm no longer interested in doing any work for you, so your $200 is no more." So be careful if you use this company, not very professional if you ask me.

We completed three different jobs for the C*****. I see they have now left our company two reviews, including this one.

The second job we completed for this family was trimming the trees in the front and side yard areas of their house. Looking to QuickBooks, our invoice for this second job was paid on Oct. 6, 2021. There was a hickory that we trimmed to the extent we trimmed other trees near the C****** house that Ms. C**** asked more work to be done to. Being near the end of the day, we did some additional pruning on this tree from the roof, as our lift was stowed at this point, though it does not seem that it was enough in Ms. C****** opinion (and it should be plain that we accommodate customer's preferences for the extent to which we prune trees back, especially mature hardwoods near or overhanging a home.) Our payment policy is 25% due at contract signing, remainder upon completion, although the C***** prepaid in full, which, while appreciated, is not our policy in case the scope of work changes while we are on site. Ordinarily we would have adjusted the invoice we sent by the amount of work not done to a customer's satisfaction, but again, payment in full was already made. To this end, I offered Ms. C**** a credit of $200 (which she accepted) before leaving, as we resolve payment and completion issues like these before leaving the jobsite.

The third job we completed for the C***** was the removal of a series of trees in their backyard to make room for a pool installation, which we found was to take place months sooner than anticipated. We changed our schedule around and made this work, removing the trees without incident and receiving payment for our third job we completed for them on October 18, 2021 (according to QuickBooks). Not only does this contradict the claim that we were not going to be asked back to complete additional work, but it indirectly supports our contention that the credit we offered (and which was agreed upon by Ms. C****) was for future work outside of and in addition to the tree removal third project. Otherwise, that credit would have been applied to the balance for the tree removal project.

Given our accounting of the events in this response, we roundly disagree with the details and [inconsistent] logic described in the C****** review posted earlier today. We received communications from the C****** in the past asking about when they would receive their credit payment, which, at the time, still applied to the future work we would be completing for them. At this time, I was very clear that we had offered them a credit, not a refund. Fast forward several months and we again face a similar request, I (Ryan H***) personally made the decision to forego any future work for this family.

These are the details I remember. We would not still be in business if we made a habit of charging people for work we were unable to perform and then ducking payments we promised to make. We probably wouldn't have been asked back multiple times after receiving a 5* from the C**** family for the initial work we completed for them if this were the case.

I can count on one hand the number of times I have had to tell folks there was something I could not do, which I hate doing, but it has happened; just not at the C****** second job (or third, or first) because from their comments it doesn't look like I would have been asked back for the third job which we completed for them later that month.