ComplaintsforArborist Solutions, LLC

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I contacted Arborist Solutions LLC to replace a Arborvitae tree in my back yard. I had already planted two of them and they both die within six months and this was discussed with the company which is why I hired them. I had planted 19 other trees the same tree and same backyard and all are doing fine just this one tree in this one spot. The came out on 19 October 2021 and planted the tree. We watered as instructed till the winter. When spring came after the last of the snow here in Ohio we contacted Arborist Solutions on 25 April 2022 to let them know the tree was turning brown just like the trees in this spot before it. We went with this company as they had plenty of decent reviews and even though they were pretty expensive $525 dollars for one tree. We decided to have them plant the tree because they assured us they could do the job and the tree came with a 5 year warranty. James the owner came back out on 27 April to look at the tree and agreed it needed to be replaced. He said he would order a tree and get back to me with a date for planting. On 18 May I had not heard from him so I again reached out and inquired about the tree. He stated it was more work than before and gave other excuses. I also talked about a planter box that I thought about purchasing so I wouldn't have to worry about what was in the ground and to alleviate the excuse it would be a bigger job. ( no digging required). He said this was an option so I decided to purchase the planter box. On 1 July I informed James that I purchased the planter box and it would arrive on 5 July. He said he had ordered the tree and he would be in my area the following week. 11 July I let James know via text that I felt like I had been pretty patient with waiting 2.5 months and if he had no intention of replacing the tree I would and he could refund my money. I feel this is the correct course of action since I paid to have a tree planted and I am now doing it myself since he failed the agreement

  Business response

  08/05/2022

  Some of the information in this complaint is incorrect, but we did not resolve this issue fast enough from the start.
  
  I was able to inspect the tree within 3 days of being aware the tree might be having problems. Because of the artificial turf directly next to the tree, I figured the turf is draining into this one spot. I came up with a plan to replace tree and create a drainage system under the tree so water won't sit near the roots. **** did not seem to necessarily like the idea but I continued to research because we wanted to resolve the issue. **** mentioned a above ground box, which will work, but the tree will live longer in the ground. Planting is something our company does best, and I wanted to put this tree in the ground in a way where it would thrive
  
  I wrote out an email a week later to try and get out there but must not have hit send. **** messaged me a month later talking about putting a box above the area of the dead tree and that he would buy it if we planted it. He told me it would arrive Tuesday July 5th so we set some time at the end of the day to handle that. We never heard back that day, but recieved a text message at almost 1pm on Wednesday the 6th. The 6th of July was the last day our company was open before our company wide vacation. Had **** called our office or sent an email to us, he would have been aware of us being out of state and closed until the 18th.
  
  I talked to **** on the 18th of July and apologized. He received a check refunding him the total amount within a week from then.

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