All About Trees

Service Provider Response

Thank you [Member Name Removed]! We truly appreciate the work and your kind review!! Valerie and Mike

Service Provider Response

Thank you very much for the review. We appreciate your business very much! Happy holidays to you and yours!! Valerie and Mike

Service Provider Response

We looked up our records and saw the last time we worked for you was in 2008. We have worked for you a total of 7 times in the past; the first time was in 1996. We're sorry your last experience was unpleasant for you. Sincerely, Mike and Valerie Linstrom

Service Provider Response

We value all comments from Mr. Hays, both good and concerning. We are very pleased he was happy with our work and would hire us again. We also appreciate the opportunity to respond to his comments of concern because we take exception to his characterizations of our responsiveness and professionalism. We stand by our work and by the employee who washed mud and dog mess off his boots and was accused of taking a $15-$20 hose nozzle. He has worked for us for 13 ½ years and is an exemplary employee. We are proud of and trust the integrity of all our crew members. With that said, we did take the opportunity to explain to them we have a zero tolerance policy. As far as the washing of the boots without permission, Mike has made a new policy and the employees are to ask homeowners if we can use their hose if they are home to ask. Our employees regularly wash off their boots to avoid tracking mud and/or dog mess around the customers yard, driveway, walkways, etc. We don’t know what happened to the missing hose nozzle, but from the beginning, confirmed to Mr. Hays, we would replace it without question or hesitation. We are waiting to hear from Mr. Hays since Tuesday, September 15 at 5:18 p.m. as to where he got the nozzle. If I haven’t heard from Mr. Hays by tomorrow, I will order three nozzles found on Amazon that look like the same one and have them shipped to his house by Thursday, well before he returns from his two-week trip. Coincidentally, Mike sent him a text this morning before we read the Angie's List review, asking him which of three we found on Amazon was the right one. We accept the nozzle was lot or misplaced on the day we were there and we don’t want him inconvenienced by it, but we didn’t steal it! Our customer’s satisfaction is of utmost importance to us and we sincerely respect Mr. Hays and his concerns, but believe we addressed them in a responsive manner since the beginning. Below is a recap of our communications supported by our phone call log and text messages on Mike's phone. Tuesday, September 15 - 3:54 p.m. Mike, owner of All About Trees, received a call from Mr. Hays after our crew had gone home for the day. They had a 5 minute conversation wherein Mr. Hays explained his initial concern about our employee using his hose without permission to wash mud and dog mess off his boots. Mike let him know he appreciated his comments and would talk to the crew about it. Tuesday, September 15 - 4:08 p.m. Mr. Hays called again and I (Valerie) talked to him. He explained his concern the nozzle from the hose had gone missing. Mr. Hays also explained he has two other nozzles of the same kind so I asked him to send a picture so we can find a replacement to match. Tuesday, September 15 - 4:18-5:18 p.m. Mike attempted to reach every crew member to discuss the boot washing and missing hose nozzle. He was only able to reach one member of the crew who confirmed another member had washed mud and dog mess off his boots with a hose without explicit permission. The one employee we were able to reach said he didn’t know whether or not there was a nozzle on the hose. Tuesday, September 15 – 4:27 p.m. Mr. Hays sends Mike a text message with a picture of a like nozzle and restates his concerns and asks when his nozzle will be returned. He is leaving on a 6:50 a.m. flight in the morning. Tuesday, September 15 – 5:18 p.m. Mike calls Mr. Hays, but he doesn’t answer, so Mike leaves him a message to let him know he hadn’t been able to reach all the employees by phone. They had gone home for the day before we received his first phone call. Mike also told him, regardless of our findings, we would replace the nozzle. Tuesday, September 15 – 5:18 p.m. Mike sends a text message saying the same thing as the message he left to make sure Mr. Hays hears from him. In the text message Mike also asks Mr. Hays where he got the nozzle. Wednesday, September 16 – 6:30 a.m. Mike talks to the crew as a group and explains about the concerns of Mr. Hays. The crew member who washed his boots does not remember taking a nozzle off the hose before washing his boots and affirms he didn’t take it. The other crew members also confirm they didn’t take the hose nozzle. Mike explains our no tolerance policy and new policy regarding use of hoses to wash off boots. Thursday, September 17 – 7:31 a.m. Mike sends a text to Mr. Hays telling him about the conversation with the crew, re-assures him we will replace the nozzle and asked again to tell us where he got it. Monday, September 21 - 6:15 a.m. Mike sends Mr. Hays another text asking if he’s back in town and gives him a choice of 3 different nozzles found on Amazon that look like the one he is missing and asks which one he wants so we can order it immediately. Monday, September 21 – 7:30 a.m. I (Valerie) read the emails from the weekend and see we have a new Angie’s List review from Mr. Hays.