Response from TAKOMA TREE EXPERTS
We appreciate this customers review and although not all A's we do value this gentleman's opinion and feedback. However I'm a little mystified by mostly B's, but not complaining. Responsiveness was excellent-I actually met with this customer 2, perhaps 3 times as he changed his mind on some of the work and wanted me to modify the contract-no big deal-it's well within our service area. Punctuality-I met with him at the appointed times and my crew showed up at their appointed time; Professionalism-see above-during the job the crew actually exceeded what they were supposed to do and as this customer wanted heavy pruning and clearances they obliged him, but only after pointing out that the contract stipulated standard clearances over the roof and neighbors-this was no small thing-to provide what the customer wanted, but which wasn't part of the agreement, entailed removing some very large, specific limbs, which I mentioned when I met with him would not be included and which would involve removing almost half of a large tree. Originally we had given him a price to remove the subject tree, but it was a large, difficult and expensive removal and so one of the aforementioned modifications to the proposal amended the specifications to standard pruning, not removal of half a tree at pruning prices. But the crew ended up doing as he asked, since our first priority is customer satisfaction and after checking with me I told them to proceed even though it was not part of the scope of work-the contract was actually very specific about what we would do and I had explained it to the customer in person. But there was no use in arguing so we spent a couple more hours doing what he requested for no additional charge. The foreman, however, drew the line when the customer asked for pruning of a tree not on the contract at all. Another aspect of the job was to elevate-that is remove lower limbs over the roof of a smaller tree. They performed the work as specified by the proposal-very routine stuff-providing clearance over a roof is done all the time-however like the larger tree, this customer wanted extreme pruning, but in order to accommodate the customer on the much larger tree, where the crew removed much more than was indicated on the contract-added hours to the job and kept them working until dark. So they said they would return to take more off the smaller tree as a courtesy and per the customers demand-remember the contract did not stipulate severe pruning or stripping of the tree-something this customer insisted on. Unfortunately the message that we needed to return was not conveyed to me-the crew was tired, arrived at the lot after dark and the customer apparently must have thought we were not punctual or responsive when we didn't return ASAP to do additional work that wasn't on the contract, ironically because we had already performed additional work on the larger tree and which had taken up all our time-which time could have been spent doing free work on the smaller tree; the crew was simply exhausted at the end of the day and neglected to write down or tell me that we should return. When the customer called me and told me we were supposed to return for this very small item, which we were throwing in for him, we did so promptly. All turned out very well-we have another pleased customer, who at a later date had us come back and do some more work without issue-so everything was resolved satisfactorily. But the B rating although not bad, and I have no complaints, certainly I don't think is warranted-we went well out of our way for this customer, performed well over the requirements of the contract, were responsive, punctual. We are appreciative of this gentleman's feedback and repeat business-something we always strive for.