Response from Lion's Help Land and Tree Service LLC
The customer purchased a deal for $199 for 3 hours worth of work. This deal did not include hauling away and this is mentioned in the fine print. Once the deal was purchased we called to set up an appointment. We had rain delays and had to postpone all estimates the day she was scheduled. I contacted her by phone and left her a voice message. She mentioned she never received it and I sent her a screen shot of the day and time that I contacted her to inform her that I did try letting her know. She later found out that her phone company was having issues and she did hear our message informing her to contact us again to reschedule. Once rescheduled, we went there to give her an estimate. The amount of work she requested was a lot and would take many hours over the 3 that she purchased. We quoted her $600 extra and this included hauling away. She mentioned that was too much and just wanted what ever 3 hours would cover. No problem, I informed her that hauling away is additional or you could have the city haul away at no charge. She said that the city hauled away only if it's in 4 foot bundles and if she should provide us with the twine. I said sure and we will get that taken care of for her. She could only be scheduled on certain Fridays after 12pm and Mondays and Tuesdays after 5pm. So we scheduled her for a Friday but Marcus had the flu and couldn't work at all. So we rescheduled for another Friday and she said she wasn't off and would get back to is with her schedule. She responded and gave us three dates to work with, Saturdays and Fridays only. So we picked a day and was ready to get her taken care of and she sent a message stating "I am sorry. I am going to have to cancel this Friday. I just found out I have to go out of town." No problem so we tried to schedule with her again. We then received a refund request. A few days later she contacted us requesting us to get the work done." I told her that was no problem but we received a message that she received her refund and to contact Angie's List to verify. She contacted them and then I contacted them. No refund was issued so she sent another email stating "Would you have any appointments on a Monday or Tuesday at 5:00?" We set up a Tuesday appointment and received her last message stating "Please cancel Tuesday July 14. Thank you." We tried our best to work with the client and her schedule but it was difficult due to the certain times and the times we were ready to get it done she canceled. Therefore a "D" grade is not our fault.