Michael Johnson Horticultural Solutions Inc

In respectful response, we have the following to share: This customer did purphase 5 trees in November of 2010. This customer was happy with our work. In April of 2011, customer called expressing concern a crepe myrtle was greening from the bottom up & not all over. We advised due to the extreme winter this was not uncommon; several of our customers, as well as our own crepe myrtles were greening the same way. Customer called again on May 26th, 2011 and ask for Mr. Johnson to meet next week to review the health of the tree; our office advised that all available appointments were taken for the following week, but we did have an opening on Wednesday, June 8th. Customer advised they were going on vacation that week - while we normally don't schedule appointments without meeting, we understood this was important to them, so we agreed. When we planted the trees we had some difficulty in finding this new & developing neighborhood, and sure enough, Mr. Johnson was not able to find this location on the GPS. Our computer system shows we attempted to call the customer three times while trying to locate this property. Mr.Johnson was unable to find this property and had to move on to his next appointment. The following week we talked with the customer and received detailed driving instructions and Mr. Johnson went to the property on Tuesday, June 28th. At this time Mr. Johnson did find the trees were not receiving enough water; the ground was so dry the soil had shrunk around the roots. Mr. Johnson watered all the trees for one hour. Then called his office and instructed staff to advise the customer how often to water; how to use the moister meter we mailed them; & how to correctly hand water the trees. A week or so later, Mr. Johnson saw this customer while on vacation and they advised everything was fine. Our office called the customer upon their return and advised them accordingly of these instructions. At this time customer advised they were unhappy with the overall appearance of the crepe myrtle so we agreed to prune the tree at no cost. This job was completed Wednesday, July 8th, and our crewman explained to the customer how to properly prune the tree; the customer was very pleased we took the time to share this knowledge. This was the last contact we had with the customer. Twenty days later this review was posted stating we have not returned calls for over 3 months and further we failed to return the customers last call over 3 weeks ago. Well we could have missing something, and we are currently attempting to continue to make this customer happy. We did want to take the opportunity to express how concerned we are that this customer is unhappy; explain what we understood the situation to be and what we did to resolve concerns; and promise to continue to do what it takes to satisfy this customer.