When I wrote my original review for Treeo, a 2-star review largely based upon customer service concerns and agreed upon work that had yet to have been completed, I promised that should the work actually end up being completed I would update my review based upon the entire experience.
So, here we are.
As you may recall, approximately two months ago my yard experienced fairly significant tree issues following a severe windstorm here in Indy. After getting multiple estimates, I decided to use Treeo based upon a referral from a friend who'd referred quite a bit of business to them with generally positive results and based upon an estimate. As I was not at home when the arborist visited for the estimate, I knew to expect they would price things beyond that which I'd requested (as happened with all my estimates). While I'd been told to expect they'd likely underbid everyone, of the five specific things they priced two were actually significantly higher than other estimates while three were in the ballpark or lower. I opted for the three - I was told they were scheduling out 2-2 1/2 weeks and would contact me to schedule.
Just after 2 1/2 weeks, I contacted Emily by e-mail (my original contact) and inquired. They initially wanted to schedule for 5/14, but my work schedule didn't allow for it. We agreed on 5/17. On 5/16, Indy had another severe storm with trees toppled around town. Late that night, I received a text asking me if I would be willing to postpone and to text back "Yes" if I was willing. As I'd already waited a month, had trees precariously on my roof (though not severely), and had already paid my lawn guy 2x to mow a lawn he couldn't get to, I declined to postpone. The next morning, I took my scheduled day off work. At 9:30am, I messaged and at 10:30 received a call back letting me know I had been cancelled.
In my world, this is a "no call, no show." While Treeo felt very justified in doing this because other homes were more severe, I was a paying customer with my own storm damage and actually on the calendar. While my damage certainly wasn't life-threatening, it was damage and being in a wheelchair it was beyond what I could do. If they'd been doing humanitarian work, I get it. But, essentially I was dumped for better paying jobs. I was not offered any compensation for my troubles - a preferred appointment, a discount, any type of extra work. I was essentially told "Deal with it." (not in those exact words, of course).
The person on the phone was apologetic, but apologetic didn't solve my problems. I stated I would consider giving my business elsewhere, but we agreed for me to stay on the schedule. Within a few days, the friend who'd referred me asked for an update and subsequently called Treeo to express his concerns. I was told on Thursday (6 days after my cancellation) that I should expect a call. I received the call the following Monday - so, basically, I was cancelled and not contacted back for another 1 1/2 weeks.
This time, they again scheduled on Friday. I took a half day off work, though I was told I didn't really have to be at home. Given the challenges I'd had, it felt necessary.
On Thursday evening, Nick came by to check out the situation and we discussed things a bit. On Friday, they arrived around the time expected - Nick had let me know the job before me might run a bit late.
The crew arrived around 2pm and was done shortly before 5pm.
I had thought the broken tree was being removed, though in reviewing the estimate it's vaguely written and I'll accept that it wasn't (though logic would dictate taking out a broken tree). Generally, the work is nicely done. I waited a couple days to write this review, because I didn't want my initial experience to taint the review. I thought, perhaps, there was a bit too much sitting around/smoking. I mean, it was only a 2-3 hour job. However, they were friendly and did for the most part clean up. I got a little concerned when it was announced they were cleaning up and leaving and a huge pile of brush/branches was still sitting in the yard from where friends had come over to help after the first cancellation. Fortunately, these did get removed. There were little things - like some branches, etc. still on the roof and in the gutters.
I've decided to up the rating to a 3-star. The work is done and the price is for the most part fair. While the lack of communication over cancellation and the lack of any sort of consideration due to that bothers me, I can ultimately let it go. I'm still bothered by a cancellation - if you can't handle the business, you shouldn't take it. My concerns could have been addressed positively with basic customer service - it fell woefully short. They clearly can schedule within 24 hours if they consider it a priority (as proven during the storm), but my work took nearly 2 months.
Ultimately, while the work is done I will not use them again. read more
