ComplaintsforCarolina Services LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had scheduled a start day on May 9th ***** Time 8am to 9am they will be there .It was 9am and I reach out to them . They said " a tree fell on a house and we need to reschedule it for May 10th. "I said " ok"The next day at 8:30am they never showed up or let me know they were running late.I reached out to them .They said " ********* is finishing up a storm job and will be there after he gets finished. "I said " I prefer to reschedule I work 12 hours shift and can not wait all day for you to may or may not show up ********** threatened me with a cancelation fee. I said " no sir, you reschedule on me two times.He reached out to me and apologized and said he will waive the cancellation fee. Second go around to try and reschedule the job.( I had two jobs I was willing to give him.)After so much time has past. I Gave the first job to someone else because I didn't agree to their cancelation fee. And offer them the second job. After I told them that. ********* threatened me again with a cancelation fee and we didn't even agree on a day to confirm it.And sent me a bill of $200.Carolina Tree Managment has done nothing for me.And threatening with a cancelation fee.

  

  Business response

  05/22/2024

  She scheduled for May 9th, she requested we work between 8am-5pm, we agreed, we told her he usually gets to the job between 8-9am but if it changes we will keep her updated. There was a tree that had fallen on a house, we told her we would be there after he was finished but then it started raining. So we told her wed be there May 10th, she said that was fine. That same day a tornado touched down, we said that morning he had gotten an emergency clean up job from it and we were still coming and she said its be best if we rescheduled she then went on to explain that she prefers when she knows specific times. We went on to tell her wed be there at 12 and be done by 5 as she requested, her reply was no maam. Since she was wanting to reschedule the job the day of we told her about our 10% cancelation fee which is on our contract that she agreed to on May 7th. We did not have a 24 hour notice from her. While we were going to be out later then expected we kept her updated and still planned on coming out and be finished by 5pm per her request so we were not rescheduling the job the day of on her a second time. She was the one who asked to cancel and reschedule to a different day.?********* then proceeded to waive the fee and we agreed to set her up with a new start date on May 13th and that if for any reason she cancels the job she will be charged with the 10% cancellation fee and we apologized for the first fee that was mentioned. She agreed that if for any reason she cancelled she would pay the fee. But that if we put any inconvenience to her schedule she would not pay it. We then scheduled her for May 24th and she said that was fine. She then proceeded to say that she gave the first job away to another company, therefore we had stated since she had again canceled that she would have to pay the cancellation fee. She had accepted us to do the job and gave it away. Then her last email said lady you are crazy, I have save all emails, see you in court, if you prefer

  Customer response

  05/22/2024

   
  I am rejecting this response because:
  ********* told me the job would take most of the day.

  And never was clear on how they schedule their jobs.

  Also, they act like customers should expect that ********************** has a higher standard its ok for them to put emergency jobs before the customer that was already scheduled.  The  customers had to work around their schedules not the other way around. 

  Again their communication is not clear on how they schedule their work and how the customer is supposed to agree to their standards. 

  I choose not to reschedule any further jobs with Christian.

  

  Business response

  05/23/2024

  *****, we were as clear as we could be when scheduling your job, we even explained when we put you on the schedule the very first time that he usually shows up between 8-9am but that sometimes things come up and it may change but if it did we would keep you updated which is exactly what we did. We sent emails the mornings of both of your dates as soon as we were to the knowledge of them and let you know that life threatening emergency jobs came up, one being a tree on a house and one being if we didnt get it cleaned up it could potentially hurt someone. We also told you when he had to clean up the storm job that we were still going to come out and get the job done, your only requests since the beginning were not coming out before 8am and being done by 5pm you never said if we were not there before 9 we could not do the job at all for you, which being out there from 12-5 is still most of the day as you stated that ********* said it would take to complete the job. ********* was planning to get more people to help him to get your job done on May 10th and we told you that he would be done or gone by 5pm per your request but you wanted to reschedule and canceled the day of. You also claimed in your emails you understood that things come up but here you are stating you do not understand why an emergency job would come before someone already on the schedule and even a life threatening tree on a house or storm clean up that could hurt someone should not be more important then doing your job because you were already on our schedule even though we disclosed that something could come up and it could change. This type of business is unfortunately not predictable and yes things do come up. If you are unable to understand that then we are okay if you do not want us to work for you again in the future. 
  

  Customer response

  05/23/2024

   
  I am rejecting this response because:
  Your two replies are filled with holes /lies.

  You have me to believe that ***** will be at my house between 8.9am the stuff your saying is not true.  If so show me the email. You never explain how your schedule works like you are saying in this reply. ( hopefully now you will and it will help customers to know. ) then after you rescheduled to the next day. You told me again ***** will be there at 8.9 am. That would have been the Opportunity to let me know ***** could still be  working on a storm job.

  The cancellation fee you were trying to get me to pay was unreasonable because you canceled on me twice and I was willing to work with him on getting the job done.  **** tried to over talk me on the phone like she is doing now. About having compassion about storm work. Have compassion for your customers , respect their time as well. The bottom line is Carolina Tree Management got extra money because they pick the job over mine twice.  So why would a company want the customer to pay a cancelation fee ? Unless they are money hungry. That rub me the wrong way. After he apologized for inconvenience me and we only talk about rescheduling the job. Nothing confirmed.  I was not going to agree to the cancellation fee. I didn't know for sure if things would work out so I contacted another company offering them the first job. ( they laughed at the cancellation fee) I still was trying to be nice and offering them the second job. For some reason they said now I owe the cancellation fee first. Tried to strong arm me .(Unbelievable)

  I am done with this complaint. 

  I want to Thank the BBB for allowing me to voice my complaint.  It may help future customers. 

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