M A Souders Inc

"After reviewing this customers account I did see where he had called last year and stated it was burned however there was no spreader or sprayer pattern to the area nor was there any fertilizer in area that would indicate that it was fertilizer. Even though I thought the area was not a chemical burn we did go out and seed area at no charge. I am going to reach out to [Member Name Removed] and try to improve the service we are providing and remedy any and all concerns for him."

"In a fair response to [removed member name] review of our work I feel that we have made every effort to do what [removed member name] wanted from this pruning. We first pruned the plants based on what is done from a corrective pruning standpoint which was done during warm weather. We could ventilate and trim cross branching and such which we did. We also took a small amount off the top. Her comment was that it was not what she wanted, so she was asked specifically how she expected them to be pruned. She stated that she wanted the tops cut down more below the window. We actually ended up taking them down to a previous cut length. We were able to do this prior to any bud growth. This would be more correct than taking it down to somewhere between the last cut and the current length.Doing otherwise would create new shoot growth in the top of the canopy causing the tree to eventually be top heavy and have more cross branching which is what we pruned the first time. [removed member name] was difficult to nail down a time to be there when the work was done stating "if we couldn't do it the way she wants it done than she was not going to pay for it" and she couldn't be there due to her work schedule. This is why we wanted to be there Saturday so she could verify that we do what she wanted. We opted to go ahead and prune now since she couldn't be there anyway and to take advantage of the lack of bud growth yet.I personally had the crew text pictures to me during the pruning and approved what they were doing to make sure this was done correctly. She states it was a mess this time and the last time she stated it wasn't what she wanted. We are in a position to do what is correct in the industry or do what [removed member name] has ask us to do which would be easier if she was there or more specific about what she expected. I understand she did say we should know but we have done this correctly as far as pruning standards go. The way the plants are pruned now will provide correct growth habits and stay that way if they are pruned on a frequent basis from this point on. If [removed member name] would like we will provide the root feedings and the next pruning at no charge to make sure these plants grow correctly and I will take full responsibility for the pruning procedure that was applied to these two plants. I also have left a message today for her to call me so I can correct this with her.We have pictures on file to verify before and after the work if need be."

"[member name removed] and I have had numerous conversations about a resolution for the Bermuda grass in her lawn. As is common knowledge in our industry this southern grass cannot be completely eliminated from existing lawn areas in our northern transition zone,especially a lawn the size of hers. I explained the issues and possible ways to reduce the problem but I believe she was looking for a guarantee of eliminating the problem completely, this is not possible. The Bermuda grass has been there a long time and she insisted it was not. For this reason I found it difficult to be able to find an affordable way to satisfy her and after providing multiple solutions to alleviate the look of it at different times of the year I was getting nowhere and to continue to go out and look it over again and again was pointless. I am sorry that she was not happy with the options but there is no real way to reach her expectations. I gave [member name removed] my honest evaluation of the situation based on 40 years of experience but we cannot do something that is not possible. I made every attempt to convey that to her."