ComplaintsforAhlum & Arbor Tree Preservation

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company sourced and planted two Ace of Hearts redbud trees at our home. Last year we asked that one of them be assessed as it wasn’t doing as well. Rather than treat the tree, we were told it should be replaced. Prior to agreeing to the replacement, we confirmed with them that it would be the same Ace of Hearts variety to assure it was the same as the other one we had, both in the front landscape and intended to be the same. After the replacement was put in, we went back to the company right away and questioned that the replacement didn’t appear to be the Ace of Hearts we originally purchased. They responded by rejecting our inquiry and choosing to walk away with no intention to do anything further--noting we would have to find another company to work with. With that, we had no choice but to hope they had provided what had been promised. Starting over and incurring additional cost of tree removal and re-planting didn't seem viable. Now, a year later, it has become very apparent that we were right to question what they had done. The replacement tree the company installed is not the correct tree and does not match the other one as intended from the start. They are in front of our home and very apparent they are no longer the matched pair we originally purchased. This should have been made right a year ago when we first questioned it. Instead, they blamed us for questioning them--neither acknowledging the mistake or correcting it. Accepting a replacement was based upon the confirmation that it would be the same tree originally selected, which is absolutely not the outcome we now have. What they put in is a much larger tree, not the smaller dwarf variety intended for the small area close to the house. It looks nothing like the other tree and is also covered in seed pods, which does not occur on the Ace of Hearts variety we had. This was an error brought to their attention when they put in the replacement, and they should now bear the cost of making it right.

  

  Business response

  07/20/2022

  We are sorry we were not able to provide you a service you were satisfied with. The trees you had chosen were not ones that are native to Ohio. We went around and around finding options and once they were planted you were not satisfied. We replanted new trees and still did not meet your satisfaction. At the end of the day, we felt that we could not meet your demands and felt it was best if you find another company to work with. We did everything in our power to resolve the situation, including crediting the full amount of your invoice.

  Customer response

  07/21/2022

  I am rejecting this response because: their response refers to additional plantings they did under a different job oder. The two trees were a separate job already paid for. They determined one needed to be replaced. That tree was put in to match/pair with another exact same tree which we still have and is doing fine. When they sourced and planted both trees nothing was said about the selection or how it would do in this area  Both trees were put in by them and only now they claim it was the type of tree that was an issue. Oddly the other one we still have is thriving. They made the choice to replace the one when we simply asked them to assess how it was doing. Then after repeatedly asking and being assured it would be replaced with exactly what we had, they put in a completely different tree—much larger and doesn’t match the other one we have, both in the front landscape next to the house. The invoice they note was voided is for a different work order They promised replacement with what we had and that isn’t what we now have. If we’d had any idea this would be the result we would have taken our chances and kept the one that wasn’t doing as well Voiding out an invoice for a different job does not address the cost of the issue we’re now faced with thru no fault of our own They didn’t provide the tree we paid for and we’d like it made right  They aren’t accepting responsibility for what they did wrong  If they don’t want to do the work then they need to pay for the cost of us getting the correct tree from someone else  

  Thank you 

  
  Regards,
  ** *********

  

  Business response

  07/25/2022

  Again, we are sorry that we were not able to provide you with services that met your satisfaction. The tree you are referring to was planted in 2019 for $390.00 plus tax. After much back and forth it was very apparent that nothing our company offered was going to make you happy. We felt that crediting the 2021 invoice for $1,102.00 plus tax, while still completing the additional removal, stump grinding, planting, and mulching work that you requested was more than fair. You are requesting that we provide compensation for you to have this re-done by another company, yet we have already credited your account more than $700 above the original planting price and completed additional work, per your request. The credit of more than $700.00 should have been more than enough to find a company to work with and have the tree replaced.

  Customer response

  07/28/2022

    Sad that a company does the complete wrong thing and even the BBB lets it
  go simply because they provided a response. Their claim that they went
  "round and round" is so completely mis-represented. The round and round
  was due to their complete disregard for having planted the WRONG items.
  Both with the tree replacement the complaint regarded and additionally with
  the new job that they suggest they so graciously walked away from.
  AND....to tell a customer after the fact that what was selected to be
  planted was Junk that wouldn't do well in Ohio...this after they submitted
  Proposals for work which included those items AND they agreed would be fine
  to use ahead of time. The work the company walked away from was no where
  near the value that was being charged. So the claim of having provided
  $700 over and above the cost of the tree is completely ridiculous. Very
  disappointed that the BBB didn't do more to stand behind the customer in
  this situation. How do you just take a business response at face value and
  leave the customer dangling with no recourse. Thanks so much for the time
  and effort that went into reaching out to the BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩