Complaints

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• Initial Complaint

  Date:30/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company did not fulfill the customer service guarantee, company escalated the situation by moving the account to collections within an unreasonable period of time and rejected a reasonable settlement which based on the guarantee provided was not required on the part of the customer. Evidence of non-performance against the verbal contract is the agreement to adjust the price (nominally) for unapproved cutting and incomplete cutting of communicated scope of work client to contractor. It was agreed that contractor would return to site and complete project prior to any remittance of payment for services. Additional information is available upon request.

  

  Business Response

  Date: 16/05/2024

  We had a written proposal that was approved by Mr. ********* **** (as per emails documents attached).  The day the work was completed we first did a walk around to look at the
  work to be done with Mr. ********* ****.  After the crew completed the work ****** **** (crew leader on the Arbor team)
  walked around to verify that we had completed what was on the written proposal.  At that time Mr. ******* was not completely
  happy so our sales arborist (**** ********) contacted him to try to talk it out
  to see what was wrong.  **** asked what
  on the quote got missed but Mr. ******* did not identify any if the line items
  for us that was not completed.   If we were told what he thought we missed we
  could have sent a crew back to finish it.  **** offered a discount on the work in an attempt to try to make the client
  happy in which the discount was accepted by Mr. ******* and is reflected in the
  attached invoice.  After multiple attempts
  for payment with no response we finally threatened to send it to collections in
  which we finally got a response saying the job was not complete (see attached
  emails).  Furthermore, the collections
  agency attempted to contact Mr. ******* several times and did not receive a
  response (see attached emails). What does Mr. ******* consider the appropriate
  time to wait for payment of a completed job?   Below is a time line of events.
  
  1.  Work was quoted and a proposal sent on October 3rd, 2023.
  2.  Proposal was accepted on November 17th, 2023 in an email by Mr. ********* **** (see email attached).
  3   Proposal was completed on November 27th, 2023.On this same date the crew walked through the job before and after completion.Mr. ******* was not happy with the completed work even though the job was completed as per description in the quote.We have asked Mr. ******* what was not completed but we have never been told what was not completed on the agreed written work order.**** (our sales arborist on this job) spoke with Mr. ******* that same day after the job was completed and, in an attempt, to make the client happy, offered a discount in which he agreed to take as show on the invoice (see attached email).
  4.  Invoice was sent out on December 4, 2023.
  5.  Invoice resent invoice on January 4th 2024
  6.  We informed Mr. ******* and called and emailed about the overdue account.On Jan 25th, 2024 the first warning of sending Mr. ******* to collections was sent out in which we finally got a response back from him on Jan 31, 2024 saying he was not going to pay (see attached email)
  7.  February 9th 2024 his account was finally sent through to collections.He did not respond to numerous attempts by the collection agency (see emails attached).

  Customer Answer

  Date: 17/05/2024

   I am rejecting this response because: it contains material factual inaccuracies and omissions. I seek no further resolution.