Whispering Pines Cstm. Landscapes, LLC

"This is second reply, apparently first one was not received. I just located a copy of what I send on 9/23/2012. As the saying goes, you can please some of the people all of the time but not all the people all the time. In over 25 years in the industry, this is a first. We are surprise it took her 6 months from time of service to complain.The customer asked for a proposal, signed a contract where it outlined what she was getting for her service, and out-lining the work we would perform which included in the wording select pruning of Layland Cypress (20 plus years old , 200 plus feet long an estimated of over 40 tall) and Emerald Green Arborvatae and removing damaged branches.caused by snow. She indicated that her list of work included picking up branches that were knocked out of trees were on the ground, they were not on the ground, they were on the trees! There were some "twigs branches" which we picked up.. We were instructed not to leave our equipment on site,she didn't want to look at them, wheel barrow, rakes etc. ( hide then behind some trees in her yard) and not to park in the driveway. We put tarps down on most of the driveway to avoid any spills. As per our foreman Danny, when the crew arrived, she was extremely "picky" when they arrived and started their work and when branch removal started she started swearing and using extreme foul language.making them uncomfortable and fearful for their safety. *( he called the office and was instructed to clean up and leave site) She called the office, (I was not comfortable with her attitude) told her I would call her back when the crew and owner came back. I did raise my voice to her over the phone to let me get a word ( which I think she said I was rude) , apparently I wasn't getting through to her ( explained what she signed on the contract) and advised her we would recall our bid and refund her deposit at once, which I did the next day. We performed the application of moss killer on 12000 square feet of lawn (which was part of our bid) and the labor to install at no charge to her ( we wrote off $240.00 ) I have pictures of all she is complaining of and there minimum difference in the look of trees. As for the LARGE oil stain ( Mike rear-seal on the truck went out) he was there to check on the crew for maybe 5 minutes, it was the size of a silver dollar when he left. We offered to have a professional concrete company come out and remove, she refused and assured me and stated her "dawn dish soap" would remove the stain but when she cleaned it up which caused it to feather to a baseball size ( have pictures on file). When she signed the contract, I went over every detail and she signed off on work to be performed. She did not add or comment on anything and accepted the bid. We take great pride in our work, our employees and our company. We bent over backwards to accommodate this customer and there was nothing we could to please her. As for John she refers to in her complaint who gave her the estimate, ( who was nice) we do not know him because he is not with our company. This person had professional people maintaining her yard, she was apparently not happy with them either. My sincere apology in not getting back sooner after our phone conversation, had emergency surgery and some health recovery issues. Thanking you for your time, Toni"