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| - Our friends referred us to Design Tree and so I was pretty sure my husband and I wouldn't have to look anywhere else to have our trees trimmed. However, after my experience with this company, I will let my friends know we will never use this company and encourage them to take their business elsewhere too.
While the estimator, Ben, who came out to price the job was friendly and appeared to be very knowledgable about trees, he took a comparatively long amount of time...close to 30 minutes. Also, he asked to come in my house to finish writing up his quote and asked to use our bathroom. Meanwhile two other companies were much more professional and respectful of my time. They averaged about 10 minutes and gave my quote immediately. One of the other companies typed up the quote on an iPad and emailed it to me from their truck...not having to ask to enter my home.
Secondly, Design Tree Maintenance offered to have their crew come by to trim off a branch that had broken off and fallen in our front yard and then return next week to finish the job. When the crew didn't show up, I called to check on the status. Then someone named Bob said he was on his way. When he got to my house and knocked on the door, he didn't introduce himself but curtly said, "This isn't an emergency??" and proceeded to angrily look at the tree and tell me that only if the tree was falling into my roof that it would have needed to be looked at today. He gave me the impression that I was wasting his time and was very rude. I told him I didn't appreciate his tone and that because of the poor customer service I would probably go ahead and cancel the job. He said if I wanted to discuss customer service I should talk to him as he was the owner. I was surprised to learn that he was the owner because his bad attitude and lack of professionalism would lead me to believe that he didn't care much about the company nor earning the business of new customers. In the end, he hastily cut off the branch with a handsaw, drug the debris to the edge of the yard and was about to leave without saying anything. I went out to ask about the scheduling of the return visit and he agreed that I should call the office to do that. Then he tried to backtrack and make nice by providing unsolicited information and advice about the tree and make other small talk.
I immediately called to share my experience with the estimator and schedule the appointment. He apologized for my experience and I appreciated that. Then Bob called me back after he got back to the office and wanted to help me out by going ahead and scheduling the return visit, but I told him a date had already been assigned. He apologized over the phone and I accepted his apology. But after thinking it over that night, I decided I would rather go with another company after the treatment I received. Design Tree Maintenance said they'd see about waiving a charge of $150 for the cutting off of the fallen branch. We will see if we end up being charged for that absurd amount. But I would rather pay that fee and never have to worry about dealing with this company ever again.
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