ComplaintsforThree Kings Grounds Keeping

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired Three Kings to remove a tree and some branches that had already fallen due to recent storms. The company's representative, ******, came to my home on 6/3/24 to evaluate the work and provide an estimate. She initially quoted me $275 just to remove the branches already on the ground. I told her that was too much and that I would not agree to that. She then provided a quote of about $650 for the removal of the tree and the branches. I told her that was higher than I was willing to pay as well. She asked how much I was willing to pay in which I told her $500. She called her manager and came back with the offer of $525 plus tax (total $568.31) if I paid cash which I agreed to and signed the estimate that was emailed to me. ****** picked up my cash payment on 6/7/24 and the work was scheduled for 6/12/24. ****** showed up with the crew on 6/12/24 and told me they would be removing the branches on the ground but would have to come back to remove the tree because they were short staffed and had equipment in for repair. ****** then called me the following day and told me that the employee that would be cutting down the tree had recently fallen out of a tree and was not comfortable cutting mine down. She offered a refund of 25% which I did not agree to. That would have resulted in my paying $426.23 for a job that I was not willing to pay $275 for! After multiple conversations with her and ****** (customer service) they stated they will only refund 50% ($284.16) which is more than what I had made clear I was not willing to pay when the estimate was for the branch removal only. I have asked that this be escalated to the owner of the company. ****** said she will escalate but would not give me the owner's name or contact information and said I could look it up online. I asked to speak to the manager, *****************************, but ****** would not let me speak to her either. She said they would be refunding the 50% and if the owner wanted to call me they would.

  Business response

  06/19/2024

  Customer originally reached out to our company for a debris cleanup. Our sales employee went to the property and determined that downed branches needed to be removed and quoted $275 + tax for haul away. Customer declined to pay that for haul away, but asked for a quote on removing debris and cutting down a tree in her front yard. Salesperson refigured the estimate for the customer resulting in a cost of $568.31 (this included tax). The estimate included tree removal and haul away of downed limbs which was a priority as some of the limbs were in the street. Customer approved the estimate by electronic signature and paid cash to our salesperson. Upon arriving, the crew realized that there were two-twelve foot limbs to be removed before anything further could be done. The crew members spent four hours working on the property to remove the large downed limbs. The tree trimmer did not feel comfortable getting up in the tree, so the customer was informed of this and offered a 50% refund. The refund amount is the reflection of the partial service charged for limb removal and haul away while the leftover amount of $284.16 would have applied to the tree removal. The customer was not happy with this and wanted a full refund. She told customer service the company would just need to take a loss on the hours of labor that were done. **************** was authorized to refund $284.16 which is 50% of what the customer paid for the job to be done but this was not acceptable. Half of the job was completed therefore the customer owed for services rendered. **************** sent out an email to provide the customer with contact that is read by all staff. All efforts were made to provide service and explanations to this customer and all efforts were declined except full refund.

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