I called this customer on Wednesday, February 17th, 2016 to schedule her work. I mentioned to her that I was available on Thursday, February 18th. She requested a Friday. I told her that I was booked for that day. Then she decided to do the work Thursday, February 18th, 2016. I never, ever met with her before to provide her with a free estimate. When we showed up on Thursday morning at 8:00am, I introduced myself to her. She took me to her backyard, and showed me the trees. She has 3 giant Poplar trees. 'Wow. this is a huge job.' I said to her. There is no way to do this work in a day. If you want I will charge you additional $3,000 to remove the trees. Her response was, "I do not have the money.". Then I explained to her the procedure of what we will do to start cutting the tree. Because the whole top of the tree, was on top of the roof of her house. As well, I explained to her, we had to tie up each branch, cut it, and then bring it down. I told her that, that will take time, because Poplar breaks easily, and I don't want to destroy her house, or wood deck. Then she says to me, that she doesn't care about the deck, because it will be replaced later. I said to her, 'Do you want me to start cutting this tree, closest to your house?'. She says 'Yes, this is the most dangerous tree.". I even told her that, it will be many truck loads to haul away. She says that she has the money to pay for the hauling away. I left the job site around 2:30pm, and I left my brother in charge. He is my crew leader. My time will stop at 4:00pm, but because I left, they stayed until 5:00pm to make up for my time. At the end of the 32 hours, my brother knocked on her door to ask her to pay for the truck load that we hauled away. She was upset and closed the door in my brother's face, telling him that I need to give her a call. That is exactly what I did after my brother informed me. She answered the phone and I said, "Hi Ms. Stephanie. Is everything ok?". She replied, "Of course not. You didn't cut the whole tree. I said, "I'm really sorry. You saw us working hard for the 32 hours that you purchased.". She then hanged up on me. I called her at least 5 times, I even left her a voicemail, asking her to call me back. She didn't. That day, I was trying to help her, knowing that she purchased a deal of 32 hours. And it clearly says, that if there is more work involved, a free estimate will be provided. Other companies, look like they cut more trees for her, and she asked me to please, haul away around 20 logs. Huge logs, that not even 4 guys could lift up. What we did instead, was chop them up with an ax in order to haul them away. We worked so hard to please her, like I do with all my customers. I felt so sorry for my climbing guy. He has to eat his lunch up on the tree. I don't even know why I have to do this when she clearly purchased a deal of 32 hours. We worked hard, and I swear, we don't waste time, and all the work was done by hand, because there is no way, to bring heavy equipment. I swear, I never, ever promised her to cut the tree. What I said was, 'We will try to get it down'. That was my words, I never promised.