Brockman Tree & Lawn Care LLC

"Thank you for you review and honesty"

"I'm very sorry to hear that you haven't been happy with the service so far this year. We stand behind our service and guarantee the results. However, it is a joint effort and requires communication both ways. This has been a rough year for crabgrass area wide. We put down a pre-emergent as well as offer a post emergent as needed. We offer free service calls to our customers. I don't show any calls of you being concerned. Its discouraging to find your concerns here first. We are willing to work with all of our customers to better the situation. The condition of the lawn is not always a direct reflection of how our service is performing. There are many other factors, such as weather, timing, condition of the lawn prior to us beginning or if the property has been receiving treatment previously. We typically have this problem with this more with a first year customer because the seed that causes crabgrass is there from last year. We will set up a service call to make sure we treat anything that is needed right away. In the future, please give us a call so we can help you out as soon as there is an issue. We are here for you!"

"Thank you for the positive feedback. We were glad we could help and hope we can work together in the future."

"Thanks for your review. We are glad you are satisfied with the service you have been receiving. Let us know if you ever have any questions."

"Thank you for your kind review. We are very glad that you are liking our lawn mowing service. Its been a crazy year so far with all the rain. Don't worry at all about those leaves! We can take care of everything. Clearing out your beds and lawn. We also offer curbside pick up."

"Thanks John for sharing your great experience. We hope we can continue to impress you with our service. We have had a pretty wet year this year and weeds have been even more of a challenge. Please contact us if you ever have any questions or concerns."

"Thank you so much for sharing your great experience with our company. We greatly appreciate you giving us the opportunity to work for you and to provide the results you were looking for. Please let us know if there is anything else you need in the future."

"I’m sorry that you feel that situation was this bad and to the point to rate our company so low. It was an honest mistake. An online request was sent in for lawn mowing and stump grinding. The office worked on this. In the meantime, before a follow up call was made….we received a call from asking about mowing. I wasn’t here and don’t know who answered, but it was answered before our actual office staff was here. He was trying to help and mainly answered just in case it was a customer. It was determined that this property, for mowing specifically was out of our service area. This is because we are well into our season and our closest mowing customer is 4.5 miles north in Pittsford. With certain services like mowing and plowing we need to have routes that are much closer together in order to be the most efficient and profitable. To add a customer this far outside of a current route would not be cost effective to either of us. Unfortunately, when our office staff came in and finished working on the original request a mistake was made and she didn’t realize exactly where it was, so she sent him an estimate. We were then called wondering why in the morning he was told we didn’t mow there and now we are sending an estimate. I was the one she checked with while she was on the phone(I was not the person he spoke with originally). I let her know that there just isn’t any way we could do this because of where it was. No other reason than the fact that it would take 20 min round trip of drive from the houses closest on the route. That’s 3 guys in a truck for 20 min or one man hour that we can’t do other work. We always hate to turn down work but over the years we have learned that its best to be upfront about this instead of taking on something that we can’t provide a timely or cost effective service. We were very apologetic when we realized that we couldn’t do it. If it were before the season and we had received this call, we may have been able to take on this work and we could have worked on adding others in the area. This request is late and a customer (or potential customer) needs to understand that if they are calling once the season has been going for over a month that a company can’t be as flexible. We also need to be strict on this for our current customers as to not set back their jobs to take on something we shouldn’t be. This review is a bit harsh as it was really just a small error. We shouldn’t be so quick to discredit a company and hurt their reputation. A little confusion, doesn’t warrant an F or negative review. We want to try and help everyone that calls in to get service and have their needs met and when we can’t if we know someone we will even try to offer a recommendation. This area, I don’t have someone we work with currently."

"Thank you so much for sharing your experience. We are grateful for your business. I remember using your house as one of my first before and after pictures when I treated for weeds. It has come a long way."

"I would like to start off by apologizing for any inconvenience, misunderstanding and aggravation this may have caused. Our goal with plowing is to do our absolute best to clear the driveway in a timely fashion no matter what Mother Nature throws at us. It was a long, rough winter that tested all of us. Our contract state that we will begin plowing once there is 3” of fallen snow in the driveways. This can happen at any time of day or night. We hope that we will have enough time to make sure the driveways are clear by 7am and 5pm when possible. We don’t guarantee time and we say “when possible” because we are at the mercy of Mother Nature. Sometimes we will go out at midnight or 2am and we will have everyone done and everyone is happy. Sometimes the snow comes later and/or faster and we aren’t able to start till 4am, in which there is now way to get a 5 hour route done in 2-3 hours. Not to mention all the other things that can go wrong, stuck truck, slow traffic, equipment break down. When we go out 98% of the time, we send out an email to all of our customers. A little add on to give our customers piece of mind. It lets them know what our plan is, the outlook for the snow even and in larger events, sends out updates. These also opens the line of communications to our customer and makes it easier to contact us and easier for us to organize and respond. We did hear from this customer 2 times in response to these emails. Once was during the first storm of the year and he had a very valid complaint. We had to make multiple trips and he had to wait way to long in between trips 1 & 2. This was due to one of our main guys quitting after his first time through the list and in the middle of the night. We didn’t even know about it. We made some adjustments and got things taken care of as fast as possible. The second time was Feb 2nd. It was a decent size event and during the overnight had snow coming down at 1-2” an hour. He emailed a little after 8 and we were almost there and got done by 9am. Considering the event itself it wasn’t really bad and a bit out of our hands. This customer was almost at the end of the list. Sometimes that means you could end up past that 7am, but a lot of the time the ones later in the list have the cleanest driveways when you leave for work. There are pros and cons to anywhere on the list. We actually try to rotate the list so the same people aren’t always last or first for that matter. This driveway is much more challenging than a normal driveway. It’s on a hill, has landscapes on both sides, a guardrail protecting the steep slope on one side and its single wide most of the way up. It appears that we did damage a lot of that area by driving on it as we try to keep things wide. We were and are willing to fix the damage. There was an area that we weren’t sure we caused as it was up further then we had thought. He wanted his landscaper to look at it and we were waiting to hear back from him. We have not heard and based on this review, it sounds like we have both been waiting for each other. We are landscapers and usually repair any damage to lawn and landscape that is cause by us. If they wanted someone else to replace it, we would have no trouble paying for or providing the plants. We hope we can have the opportunity to make this right and correct any damage that was created. We pride ourselves on working with our customers to resolve any situations that arise."

"This is the first time I am hearing of any problem of this situation. 2 summers ago, while one of the owners was working on the crew mowing, you brought this to his attention. That is the last time we have heard of any problem. We have been mowing this lawn for 5 years without any problems or concerns. I have received no calls about this or I would have dealt with this. We do our best to keep clipping from blowing on the neighbors property at any point but sometimes its impossible. I have spoke with the crew and they said they did get some clippings on your property and blew off the property including your fence. Last week they blew clippings onto your lawn and then blew that off as well as you watched from your deck. We should be cleaning up from any mess made by our crew and it sounds like our crews are trying to do that. If we are ever not doing this we greatly appreciate being told about it so we can correct it. It is a much better approach to deal directly with the company rather than to try and tear them down online. We have no problem working with a customer and/or neighbor to meet their needs. Our number is 585-730-5296 and we will be speaking with the crew as well as putting new notes on the account so any other crew that could end up there will know of the neighbors concerns."

"Thank you for sharing your positive experience. We are glad we could help you out this past winter."

"Thank you for sharing your experience. We always strive to provide a positive experience for our customers from the first call to each service. We look forward to a long working relationship."

"I'm sorry for your poor experience. I'm not entirely sure the expectation was clearly set for you. You are correct that we received a check at the end of March for your entire season. We couldn't commit to a specific time back in the beginning to middle of April. We didn't start our applications until the middle of April. We wait until soil temps begin to rise and the ground starts to dry out from the winter. The winter ended pretty late this season so we began a little later then we typically like to. We had this customer scheduled for the 15th and called ahead to let him know. We agreed that it would be best to hold off at that point. I don't recall what the reason was. I know a lot of properties still weren't ready because of the soft ground. We weren't in that area again for a bit and had him on the schedule for a few weeks later when we knew it would be dry and the weeds would be actively growing. This is optimum to get good control of the weeds. We wanted to work with the customer when he called a week or so and let him know he was on the schedule for the next day but he didn't want to work with us on this. I know if he could of been just a little more patient, he would of seen why we have been on the honor roll a number of times. We make every customer a priority but the applications are not based on when they sign up or pay. They are done based on routing efficient routes and to best keep with the schedule we give out with our agreements. This customer was canceled at his request and issued a full refund this week. We hate to see anyone go but we truly tried to fit him in, in a timely manner, but a big part of this and Spring applications in general comes down to the weather. We are still doing our Spring Applications and will be for another week."

"Thank you for giving us and trying and sharing your positive experience. We look forward to working together again!"