We used Element Fence to repair a broken section of the fence in Toronto. They gave us two options one cheaper and one $1000 more expensive which involves hydro-vac. We went with a more expensive option. The company did the work but they did the cheaper version instead. When we pointed it out to them, they didn't care. They threaten us with legal actions, collections and whatever else if we don't pay. After a week of emails and calls back and forth we paid the more expensive bill. Be aware, this company does not do what they promise and do unethical business. Will never use them again.
- Company Response
Tree Doctors called Element Fence to repair a fence that they had damaged. This fence was originally built by Element Fence, so the client who suffered a loss at the hands of Tree Doctors requested Element Fence return the fence to its original condition. Element Fence presented two options to Tree Doctors for the repair. Tree Doctors then returned to us a signed contract outlining they requested we complete the more expensive option which was the option that would restore the fence to its original condition. Before the work was completed Tree Doctors was calling our office multiple times a day and following up with emails if there was no immediate response. Element Fence completed their portion of the contract and returned the fence to its original condition to the satisfaction of the home owner who suffered the loss. Once the invoice was sent, Tree Doctors became increasingly difficult to reach. Their invoice remained unpaid for over 60 days. Element Fence reached out to them and requested that they honour their portion of the contract.
Although eventually Tree Doctors paid their outstanding invoice they did so only to appease the client. They then posted slanderous reviews about Element Fence on Google. The mutual client found this unacceptable and posted their own review which went into detail the unfortunate dealings with Tree Doctors. Seeing as they were desperate to take down the negative reviews from the client, Tree Doctors removed the slanderous reviews they made in regards to Element Fence and then promised our mutual client that the issue had been resolved. Since the client believed the matter to be resolved, they removed their reviews. Tree Doctors then once again reneged on their word and continued their slanderous attack on Element Fence over the internet.
Below is an email chain that reveals the true nature of the situation between Tree Doctors and Element Fence. Included at the bottom is the review created by the client in reference to Tree Doctors by our mutual client.This email chain reveals the dishonest business dealings that Tree Doctors takes part in. Beware as either a residential homeowner or as a contractor that this company cannot be trusted from the management to their HR representatives.
Hello Stacey [Tree Doctors],
Attached is the contract signed by you requesting Element Fence to complete Option B at $1,975 plus HST.
Our crew completed Option B as I have repeatedly stated. The fact that it took a half day comes down to the experience of the crew and is irrelevant in this matter. The crew rebuilt the panels as necessary as well as installing a new footing with a new post in the ground. Hydrovac was never included in the contract and is much more expensive than $1000/day.
When it came to scheduling the work you were easy to reach and pushing for us to move as fast as possible. However you have failed to show the same haste in paying the remaining Balance of $1,115.86 which has been owing for over 60 days.
As stated in the contract. All materials remain the property of Element Fence until completely paid for. If the outstanding balance is not paid and the account is not closed by this time next week the materials will be repossessed.
Thank you for including us here, we weren’t aware Tree Doctors had failed to pay their invoice.
We paid them for their work in full on November 27, following the fence repair so I’m surprised they’ve yet to pay you guys.
Stacey [Tree Doctors], what seems to be the problem here?
Sorry all, just noticed there is a conversation belo. I’d like to clarify as Stacey’s comments are not entirely true.
Once you completed the work, my customer called and emailed to tell me you were done, very quickly as both myself and my customer commented, during this same email and phone call with my customer he advised that yes the work was completed to his satisfaction BUT you did NOT opt to do the work as outlined in Option B instead you opted for Option A at the lesser dollar amount and without the use of the Hydro-Vac equipment.
We did not call Tree Doctor’s immediately after the work was done. We were not home that day, and received an email from Stacey at 12:48pm on Nov 22, 2018 stating that she had heard from Element and that the repairs were done. At no point since Nov 22, 2018 or after have we spoken with you on the phone Stacey.
I confirmed via email at 3:58pm on Nov 22, 2018 that the work was completed to my satisfaction and Tree Doctors could go ahead and invoice us. I confirmed via email as well that no hydro vac truck was present, but we could see a rather large crew for a small repair which was likely why it went so quickly, as we could see the property and crew on our security cameras.
I received written notice from Stacey at Tree Doctors that the invoice as been paid in full and the issue is now settled.
Can you please confirm at your earliest convenience?
Contrary to this email, we have not been contacted by nor paid by Tree Doctors.
Could you please forward me the contract shared with Tree Doctors?
Element Fence shared the contract as per the clients request.
Thank you Josiah.
I don’t see anything here that suggest an H-Vac truck would be used. Is there any other documentation provided to Tree Doctors that would state otherwise? They seem hung up on this point, but if it’s nowhere in the work agreement I really don’t understand what argument they would have.
There was no documentation provided to Tree doctors in regards to hydrovac.
If hydrovac is to be used it will be in the contract.
We are not sure what the issue is here as they were attentive and easy to work with at the time of business. That has rapidly changed though as they clearly are unwilling to pay the remaining balance.
Thank you for confirming. I’m not sure what the issue is either, but have had similar experience with them in getting this resolved.
Hi Stacey [Tree Doctors],
I have obtained and reviewed the contract between Tree Doctors and Element Fence. No where in the work agreement does it state that Hydro-Vac would be used to complete the job. The job was completed according to the details outlined in the contract and signed by you.
I am unclear and confused as to why Tree Doctors refuses to pay the remaining balance citing the Hydro-Vac truck as the issue when it was not included in the agreement that you signed.
Can you please explain or confirm payment has been made? I have not received any response from you since following up yesterday.
I will however clarify Stacey’s [Tree Doctor’s] point below misquoting my email so that when you do meet and resolve the matter, everyone has clarity.
· Element quoted on Hydrovac because it’s not reasonable in their opinion to be digging against a retaining wall (part of the reason we chose them to install our fence).
Element Fence quoted our fence installation (not the repair) with hydro-vac to protect the retaining wall and due to the high volume of discarded building materials buried on the property. The options for repair that I discussed with Element Fence in October left hydro-vac as a last resort, with several less invasive alternatives, such as chiselling out the broken post and replacing it in the cement footing and then filling the hole with epoxy to stabilize the new post. Based on what I saw on our security cameras and the fact that there was very little disturbance to the ground around the post, I believe this is the method that was used.
I had explained this on the phone with Tree Doctors General Manager prior to Stacey signing the contract when he called asking me allow Tree Doctors to find a cheaper solution to resolve the matter. As Tree Doctors pushed for cheaper solutions, but could not provide reasonable answers to any of my questions (also referenced below), I restated this fact as it was important to us that the job be done right, with the right materials and to restore the fence and surrounding property to its original state with warranty.
I do not know what was said between your two companies, but it is important that my comments not be taken out of context to justify the stance of Tree Doctors.
CLIENT REVIEW ON TREE DOCTORS:
In the summer of 2018, I hired Tree Doctors to remove a tree on my neighbour's property that was posing a threat of falling and damaging my property, namely a brand new fence and landscaping. Initially, of all the companies I vetted for the job they were approachable and relatively organised. I opted to move ahead with Tree Doctors based on the positive reviews I found online, and the work was scheduled shortly after. Sadly, during the removal of the tree, a large limb was dropped resulting in significant damage to the fence I was aiming to protect by hiring Tree Doctors to remove the sickly tree.
Accidents happen, that's understandable. However, after hearing the crash, I approached the crew to find out what had happened and they initially tried to convince me that a broken fence post could merely be hammered back into the ground, not mentioning the damage caused to an 8-foot section of the fence at the time that later had to be rebuilt.
After working my way through customer service representatives on the phone and explaining the issue and the crew's response on site, I was relieved to hear the matter would be dealt with immediately and the fence would be restored to its original state. The customer service manager moved quickly after that point to request a quote from the company that had recently installed our new fence to ensure the repairs were done properly and with respect to our property.
After receiving a quote for the repair, Tree Doctor's general manager called me directly requesting I allow them to find an alternative solution "because they need to make money too." Ultimately, I agreed to look at alternative contractors of their choosing, all of which turned out to be priced significantly lower than the original fence contractor I had hired, which raised my concern. When asked about the company names, materials planned for use, the scope of repair work and warranty on the repairs, Tree Doctors declined to provide any response to my questions and agreed to hire the company that installed my fence initially.
The repairs were finally completed approximately two months after the damage took place and I paid the remaining balance owed to Tree Doctors in full after withholding it until my satisfaction in the repairs. At that time, I believed the ordeal was over, and we could put everything behind us.
Sadly, three months later I was brought back into a contract disagreement between the two companies. Tree Doctors had failed to pay the fence contractor in full based on their "feeling" that the work performed by the fence company was not worth the amount approved in the contract, citing a service that was apparently discussed between the two companies on a phone call, but was not present on the contract signed by both companies.
Fortunately, after several days of back and forth via email, phone and failed in-person visits, Tree Doctors paid the fence contractor in full for the agreed upon, contracted amount, but not until everyone in this matter had wasted days and weeks of time squabbling over something that was not part of the contract.
Within an hour of paying the fence company their due amount, Tree Doctor's staff took to the internet to leave the fence company a negative review on the basis that Tree Doctors felt that they should have been able to pay less than the agreed-upon fee for the repairs because a service that was not included in the signed work agreement was not performed on the day of the repairs. Confusing, I know...
I'm not a person that typically leaves a review, good or bad, but in this case, I felt obliged to share my experience with Tree Doctors as they proved to operate with a lack of maturity and professionalism in my opinion. I hope that in future, should you hire them, you do not encounter the same experience I did.
I would not recommend this company.