"We called [removed member name] and apologized for not showing up to do his and his wife, [removed member name], estimate. His review prompted an all-out, in-office investigation. I cannot remember ever, in 24 years, just leaving a request unanswered like this. But, in fact, we did receive his call on Aug.26th, we do have the written details of his request taken by our office manager, Cindy, she did make copies for our estimators... and after that, we cannot track what happened to that bid order. Sadly "it fell through the cracks." It most probably fell out of one of our fellow's notebook as he was working his way through his daily rounds of estimates. We made a mistake and will beef up our procedure to make sure it doesn't happen again."

"We appreciate your business and the time you took to write a review. Thank you"

"We have no record of this person, we believe this to be a fraud and regret that he has been able to post such negative comments. Had we had such a customer, who would give us all F's, we would surely remember and would have addressed it. It simply did not happen. It is curious that it has been over nine months since this work was supposedly done and this person is just now posting this review. Perhaps he has confused us with another tree service? Also in question is that November 11, 2012 was a Sunday and we do not work on Sundays. All we can do in response to this is point to all of our reviews over the years we have been on Angies List and note that it would be very difficult, if not impossible, to have a successful, 24 year old business if we conducted ourselves the way this person has described. We are saddened to have these low marks, that will adversely affect our overall image to Angies List members, posted by someone we do not know."

"Thank you for your review and we appreciate your business. Have a great spring!"

"We appreciate the story of your experience with us and that you took the time to post the photos. Sometimes it is difficult for folks to comprehend what a 'tricky take-down' involves and you described it perfectly. We are grateful for your business. Thank you for showing us off so well! We are proud of our crew and their skills."

"We are always happy to hear that we pleased a customer with our work. Thank you for taking the time to tell others on AngiesList."

"Thank you for your review. We appreciate your business and glad you are pleased with our work."

"We appreciate your taking the time to tell other AngiesList folks about our good work. Thank you, Member"

"We do have a great team and we will pass on your compliments to them. We love that word "perfect" and strive for that kind of satisfaction every day. Thank you so much for your review."

"This person called us on 7/28/11, a Thursday afternoon, from Colorado, in the middle of hurricane season, for removals at a house he doesn't own...and stated he needed this estimate no later than Monday 8/1/11. Typically it takes us 3-5 working days at this time of year to get to an estimate, but the owner 'made it happen' quickly and called this man with our quote. Once he told us he had a much lower estimate, yet still wanted a written proposal from us (more of our time and effort to add to the quick response, gas and time of the free estimate), we realized what he was doing. It is disheartening that someone would then write a bad review when they don't achieve the following objective: He wanted our written estimate because it was higher and he wanted that to use, rather than a written estimate of the lower quote from the other company, in order to get a more reduced price from the seller of the house. That is all well and good, but we do have the right to screen and decide if a caller is qualified and actually serious about getting a job done by us or not. It is a judgement call that we must make, as a business, in order to make sure we are not 'spinning our wheels' and wasting time and resources. Free estimates are a wonderful offer that many service companies, like ours, offer. But they come with a cost, so it is important we learn, as we have over the years, where we are being used. The only negative reviews we have received on Angieslist, interestingly enough, are from a couple of folks who have not used our services, but really wanted our advice as we are reputable and good at we do. I am happy that the vast majority of people who call us are actually looking to have us perform tree work, not looking to use us for our expertise and time to acheive their own objectives. It is just something we must be aware of in order to stay competitive, to stay in business and to grow and hire. It is smart business. Frustration may happen when the abuse of our efforts to please and accommodate is so blatant, as happened in this case. We appreciate the opportunity to respond."