Considerate Tree care, Inc. would like to respond to the post that [member name removed] wrote on July 9, 2013. Considerate Tree Care, Inc. prides itself on a professional business ethic, high quality of work and product, and most importantly, customer care and service. Our goal is to guarantee satisfaction with the work we perform. We are professional Arborist's and not ‘’ditch diggers” nor “gardeners.” [member name removed] had Considerate Tree Care, Inc. perform a visual inspection of the rental property. The "estimate" of charges which [member name removed]mentions were discussed in the initial inspection letter. The following is the dialogue/communication between her and Considerate Tree Care, Inc: 1. [member name removed] requested the inspection letter be sent to her property management (with a copy sent to her as well). 2. On 7/3/13 [member name removed] sent me an e-mail with a request of what "she" wanted me to write in the letter. She wanted me to be specific with "her" view of the issues (because apparently the money for the work to be performed was coming out of the tenants rental deposit). The words she used were “In addition, the entire yard was very dry and had been for a very long time. Relate that you checked the sprinkler box and the sprinklers were off”. 3. On 7/5/13, I conducted my evaluation of the whole property and wrote the inspection letter We could not write that the sprinklers were “turned off" as [member name removed] requested. If that was the case everything on the property would have been dead. In my professional opinion, the reason the yard was suffering was due to improper watering for many years and that the control clock was not programmed to the proper settings. Whether the yard damage was the tenant's fault is not for our company to decide (nor is it our responsibility). Was it all of the tenant’s fault that the watering schedule was not set right, or could it be the property manager was not on top of the yard care? We cannot determine the "why" it happened. We can just say by our professional assessment, the yard was not cared for properly for several years. 4. Now let me go over the costs that were presented to [member name removed]. The cost to plant “A” (singular) tree, was based on 24’’ box tree size. The size of the trees and the amount of the trees was not decided yet (the owner did not choose yet). In this case, the estimated costs were just a baseline, since we did not determine the final product. 5. As quoted from the inspection letter, “A 24’’ box tree could cost anywhere from $200.00-$250.00 depending on size and quality. To remove the old stump and grind out the area to replant would be approximately$300.00, depending on the condition of the “underground” soil. To condition the soil, plant the trees, stake and water would be $600.00”. There was no "total" cost of estimate. This billing format was to allow [member name removed] to decide how big and how many trees she wanted to re-plant depending on her budget from the tenant’s security deposit. 6. On 7/13/13, [member name removed] contacted me and said she was under a time deadline to get the job done. She said she had to deal with the tenant’s deposit before 7/18/13. I altered the schedule, and we made her our number one priority and rushed over to accommodate her. 7. I showed up on Monday, 7/15/13. The trees had already been removed. I had a man start to dig out the holes where the trees had been. The holes were very shallow maybe 10’x10”. To plant a 24” box tree you need to dig a hole at least 30”x30”x30”. We had to remove plants and dig with picks and shovels to get through the very heavy clay and the rest of the stumps and roots that were left. At one point, [member name removed] was even present to witness the labor-intensive and time consuming job getting through the heavy, clay and rocky soil. She even asked where she could plant another tree, a 15 gallon Crepe Myrtle. To plant a 15 gallon tree you need to dig a hole at least 24”x 24” x24”. In the inspection letter there is no mention of a Crepe Myrtle at all. Yes, it did take 4 hrs to dig the 3 holes, at least. I don’t wish Murphy Canyon soil on anyone. 8. [member name removed] comment about a “ditch digger” getting $150.00 per hour was unfair. I explained to her that the high cost of doing business as an “arborist” as opposed to being a ‘’gardener’’ is completely different. In order to run a proper business in California, there are fees that are unavoidable. We have to cover these expenses in our business. The workers compensation rates for an Arborist with a clean record is 38%. The cost for a gardener is around 8-12%. Insurance is based on a contractor’s state license, not what phase of work your performing at that time. Yes, the hourly rate is $150.00 per hour including a bucket truck, chipper and 3 men. That rate includes all insurances, payroll, payroll taxes, dump fees, permits, fees, fuel, wear and tear, and all the other costs of running a legitimate business in the state of California. It’s not about the hole it’s about what you do with the contents of hole afterwards. To do the job correctly, it does start with the hole in this case. There is more to planting a tree in heavy clay than just plopping it in the ground. 9. [member name removed] made a comment in her post, that the gardener could “provide the trees and plant them for $600.00”. The cost alone for the 3 trees with my discount was $527.58. So that leaves $72.42 to re-dig the 2 holes, plus one new hole, condition the soil ,plant, stake, water in the trees, clean up and haul away the excess dirt to the landfill. I am sure that any legitimate business could not sustain there business with $72.42, especially a job that took so long. 10. On 7/16 I went to the nursery on my own time. I was scrambling around trying to meet all of [member name removed] requests and deadlines. I went through their inventory and ordered trees for [member name removed] because I didn’t like what they had in stock. I paid for them with a credit card. I went to a nursery that I’ve dealt with for 30 years. I ordered the trees through them because they know how fussy I am about the “high quality” of trees that I will accept. I called [member name removed] from there and told her the costs of the trees and she said "order them." They gave me a discount in which I passed on to [member name removed] so she received the trees at cost, not the ‘A” 24’’box tree $200.00- $250.00 cost I wrote in the letter on 7/5/13. 11. On 7/17/13 [member name removed] called and left messages about billing. The job was incomplete, the wholes were dug, but the trees were on order and had not yet arrived. [member name removed] said she needed the bill right away because the management company had to deal with the tenants deposit money. So I got out the letter with the costs to plant, ”A” 24’’box tree. I even adjusted the costs so it came out less actually. That included the digging of the hole for the 15 gallon Crepe Myrtle and planting it. After she received the bill, [member name removed] called me three times on 7/18/13. We then went through the letter word for word. I gave her a breakdown of the bill, but she was very unhappy and felt we were charging too much. We made every effort to explain our billing method. But she still was unhappy. The fact is that our company made an honest bid and charged accordingly. Unfortunately, [member name removed] misunderstood the terms and fees of our agreement. Considerate Tree Care, Inc. has made every effort to resolve the misunderstanding, which includes rescinding the original request for the entire payment. [member name removed] did agree to pay $527.58 for the new trees. We did then subtract all other fees from the original agreement. She asked me then where the trees were, I told her and she went down and liked them, I guess. She filled out a slip and had the trees delivered to her home. The only reason I know that she went to get the trees is because I called the nursery. I inquired about the trees and was told that [member name removed] had come in and filled out the delivery slip to have them delivered. We did receive payment for the trees on 8/6/13 for the trees in which I am grateful for. Our company stands behind our professional workmanship. We are Arborist's with many talents. We have extensive knowledge and experience on the matter of the care and treatment of trees. We respect our clients, and would never do anything unethical in our business practice. We are sorry about the misunderstanding with [member name removed]. I do wish her the very best for her and her family. Hopefully, her new trees make her smile for many years. Thank you.