Three Timbers

We appreciate the opportunity to address the concerns mentioned in the recent review on Angie's List. This feedback is invaluable to us, as it helps us to continuously improve and provide the best possible service to our clients. The review in question brought up both commendations and criticisms. The customer expressed satisfaction with their interactions with our team member, Bobby, which we are always pleased to hear. However, they also raised concerns about certain aspects of the project, including project oversight and billing. To give a full picture, the project involved installing 65 tons of Apache Brown rock, where the initial quote was for 58 tons (we did not charge for the additional rock needed). A significant portion of the rock had to be manually transported to the backyard through a small gate, resulting in considerable labor. This labor, involving three workers over three days, alongside the laying of 6,000 sqft of landscape fabric, led to a labor cost of $3,485. The customer's primary concern was related to a billing error. Initially, the invoice mistakenly included charges for the disposal of 5 additional tons of waste, which was not required, leading to an overcharge of $200.00. This error was identified and corrected within minutes after the invoice was sent. We immediately reduced the total amount, communicated the correction to the client, and as a gesture of our commitment to customer satisfaction, sent a gift basket to apologize for the oversight. We take these matters seriously and understand the importance of accurate billing and transparent communication. In response to the billing error, we asked the client how we could make the situation right. The client responded, "I still hold hope that it will grow on me. Thanks." This highlights that while the immediate issue was addressed, there is always room for us to improve and ensure complete customer satisfaction. For those reading our reviews, we encourage you to consider the full context of each client's experience. In an industry where trust is paramount, we strive to be a company that not only rectifies mistakes swiftly but also learns from them to better our services. Choosing Three Timbers means selecting a team committed to transparency, quality, and customer satisfaction. We are dedicated to providing a service that not only meets but exceeds your expectations. Thank you for considering Three Timbers for your landscaping needs. We look forward to the opportunity to deliver a high-quality service that you will be completely satisfied with. Best regards, The Three Timbers Team

We appreciate the opportunity to address the concerns mentioned in the recent "Angie's" review. At our company, customer satisfaction is our top priority, and we strive to do everything in our power to ensure that our customers are happy with our services. We believe this review may have been posted by Randy, not Michelle, as we do not want to place blame on the wrong person. We would like to provide a detailed account of the situation to clarify what transpired: Our team was hired to trim their tree, pull weeds (with the understanding that we were not permitted to spray for smaller ones), and perform general yard maintenance. We even went the extra mile by pulling weeds from their side yard, an area that was not included in the original contract they agreed to. After completing the work, Randy expressed dissatisfaction with our service, leaving a voicemail describing it as "terrible." We felt genuinely concerned about his feelings and reached out to him to address his concerns. We showed Randy why the tree trimming was done well, and even sent him a video of the property, demonstrating the overall quality of our work. As a gesture of goodwill, we offered Randy a discount and proposed to return to his property to spray the 3-5 weeds he identified as evidence that we missed a few. Our goal is always to rectify any issues and ensure our customers are satisfied with our service. Unfortunately, after our outreach, Randy did not respond to us for a month, nor did he request our return to address the remaining weeds or pay his bill. The review on Angie's was the first communication we received from him since then. We would like to reiterate our willingness to work with Randy to resolve any lingering issues and make things right. If Randy believes we have wronged him, we are more than happy to address his concerns and provide the high-quality service that our customers have come to expect from us. We hope this explanation sheds light on the situation and demonstrates our commitment to excellent customer service. Thank you for giving us the opportunity to address this matter.