Response from Cumberland Valley Tree Service Landscaping
[Member Name Removed] we are so sorry to hear of your displeasure in our ability to meet your landscape needs. I have tried to contact you at your home number and cell number to discuss any way that we could rectify this matter with you. After reviewing your account I was happy to discover that you first used our service in March for some tree trimming and shrub removals. I know that we were able to get out to your property within a few days of your initial call. March is not typically a very busy time of the year for our industry, since it marks the very beginning of our growing season. You paid promptly and we greatly appreciate that!!! Thank you so much. When you called for a landscape estimate in April we were in full swing with many calls. I understand that we had an estimate prepared for you within two weeks of your request and you had a signed contract back to us shortly after that. Again I thank you for a quick turn around and trusting us with yet another phase of work. Your job went on our schedule in mid May and at that time we were scheduling projects approximately four weeks out. This means your project should've been completed in mid June at the latest. I know that you were in contact with your landscape designer/estimator via email and I am glad to see that you gave us a favorable rating for professionalism. It is my hope that working with this designer/estimator was a pleasant experience for you. I also noted that you called to cancel your work about five weeks after you had signed the contract and I can definitely understand that. We should have called you to let you know that we were not going to be able to meet the four week timeline that had previously been anticipated. We had a very hot and beautiful May, but then we went right into a wet and colder June. This weather change greatly impacted our schedule and in particular your job. The designer/estimator that you were working with is brand new to his position. Although he has been on staff with the landscape division for eight years, he moved into the designer/estimator position just this spring. Unfortunately, he was not as familiar with customer relations regarding scheduling and for that we owe you an apology. Your project's start date, passed by the promised delivery date due to weather conditions, you should have been informed and we failed to contact you and let you know. You had every right to cancel and in fact you were kind enough to call and give us notice of your cancellation. We appreciate that!!! I want to let you know that we have met with the designer/estimator and the landscape scheduler to discuss your situation and strategies for improvement if this type of situation were to re-occur. I appreciate you bringing this to our attention and hope that you may give us another opportunity in the future to work with you.