Dear [Member Name Removed], I am sorry you feel this way. We primarily service commercial and multi-family residential snow accounts for the full season. Contracts for these services are completed in August and September in order to properly route our equipment. There is a limit to how much work each piece of equipment can do in a timely manner. We pride ourselves on delivering a high level of service. At times it becomes necessary to stop taking new work in order to maintain our standards of quality. I feel we responded quickly (in 39 minutes), honestly and even provided an alternative solution to your inquiry. At the time of your email we had nearly 10” of wet heavy snow on December 29th. We had a tremendous number of calls and emails requesting our services. Unfortunately we were not in the position to take on additional accounts. Obviously I do not expect you to understand our business. It is unfortunate that you chose to assume we made an arbitrary decision not to work for you. It is also unfortunate that your chose to take your frustrations to this public forum and discredit our company. We are not an Angie’s List business. I have worked tirelessly for 27 years to build our company and its reputation. We always try to do what it right for our employees and customers, sometimes that isn’t always what is easy. Your rating and comments were written in order to hurt our business by telling potential customers your experience. We were honest, we didn’t feel we could provide you quality service and we told you so. I have included the emails that transpired between you and Evan so people reading this can make their own judgment. Thank you for your past business, we all appreciate it. Sincerely, Mike La Rosa, President/Owner On Tuesday, December 29, 201511:23am Hi Evan, Wondering if we could hire La Rosa for a partial season. We usually just shovel snow ourselves, but my husband's going out of town for 3 weeks in January... and with my son in college, I think I'll need professional help! From Jan 6-31. Thanks, [Member Name Removed] On Tuesday, December 29, 201512:02pm, Evan Kasper, ASLA wrote: Hi [Member Name Removed] I spoke to our manager and currently we are already overbooked. We do not want to provide sub-par service. We only have a handful of residential accounts the majority of our snow accounts are commercial. I would recommend trying to give Jim XXXXXX a call to see if he could help you out. He owns XXXXXXXXXX service in Cedarburg. Jim's cell number is XXX-XXX-XXXX. Sorry I cannot be of much help on this but appreciate you thinking of us! Thanks, Evan On Tuesday, December 29, 2015, 1:13pm [Member Name Removed] Williams-Ng < > wrote: Thanks, I understand. On Thursday, January 6, 2016 5:41pm Hi Evan, So I was talking to my across-the-street neighbor, Cory Wilson, and was surprised to learn that LaRosa provides his snow clearing service. Guess we're not really out of the territory after all, huh? Hit me back. Thanks. [Member Name Removed] ---------- Forwarded message ---------- From: Evan Kasper Date: Wed, Jan 6, 2016 at 5:54 PM Subject: Re: Snow service in January? To: [Member Name Removed] Williams-Ng < > Hi [Member Name Removed] Let me talk to Jim Kemp who is the sales manager again and I believe he is the contact for Cory. It's really not my call if it was I would definitely take care of you! I don't have anything to do with the snow management side of the business. I know we are overbooked based on what I've heard from the first two snow events. I will let you know by late morning tomorrow what Jim says and will tell your neighbors to Cory. Thanks Evan On Thursday, January 7, 2016,11:27am Evan Kasper, ASLA wrote: Hi [Member Name Removed] I spoke to Jim and unfortunately we just cannot take on any more accounts we are already over extended. I'm real sorry we cannot be of any help! Thanks, Evan From: [Member Name Removed] Williams-Ng < > Date: Thu, Jan 7, 2016 at 2:14 PM Subject: Re: Snow service in January? To: "Evan Kasper, ASLA" Cc: Kenneth Ng < > Unbelievable. So Jim says he literally will not cross the street for a paying customer. Thanks Evan. Will keep this in mind. On Wed, Feb 17, 2016 at 11:11 AM, Evan Kasper, ASLA wrote: Hi [Member Name Removed] I hope all is well. I've attached the updated proposal for the clean-up of the shed area between the doors and timber wall. It's pretty close to what it was last season. Please review and let me know if you have any questions. If you would like to proceed you can simply reply "approved" to this e-mail. Thanks, Evan On Wed, Feb 17, 2016 at 11:38 AM, [Member Name Removed] Williams-Ng < > wrote: Evan, I'm at a loss. Would you want to work with a company who refused to help your wife when she needed help shoveling snow? I have enjoyed working with you, Evan, and I appreciate the work you've done — but your boss needs a gentle reminder that this is a community—a small community—and any local business should guard its reputation as its most valued asset. Also, please cancel our standing order for lawn fertilization, etc. I wish you all the best. Should you ever change affiliations, please keep us in mind as future clients. Regards, [Member Name Removed] From: Evan Kasper Date: Wed, Feb 17, 2016 at 11:56 AM Subject: Re: Proposal for Williams-Ng, [Member Name Removed] To: [Member Name Removed] Williams-Ng < > Hi [Member Name Removed] I completely understand your perspective and am truly sorry we could not assist in the snow removal. I will terminate the Lawn Care service. Thanks, Evan