The Pelfrey Promise: Written, Itemized, and Approved

Every Pelfrey estimate is delivered in writing, with line-by-line itemization of every task, material, and piece of equipment involved in your job. Optional add-ons are explicitly called out as optional -- never buried in the total.

We do not give verbal quotes. We do not give ballpark ranges over the phone. An ISA-certified arborist visits your property, evaluates the work, and produces a written estimate that details exactly what will be done, how it will be done, and what it will cost.

This estimate becomes the governing document for your job. If it's not on the estimate, it's not happening -- and you're not paying for it.

The number on your Pelfrey estimate is a ceiling, not a starting point. If the job costs less than estimated, you pay less. If unexpected conditions arise that would increase the scope, we stop work and contact you for approval before proceeding.

We will never present you with a final invoice that exceeds your approved estimate unless you have given explicit written approval for additional work. This eliminates the most common complaint in tree service: surprise fees.

Not-to-exceed pricing means you can approve the estimate with confidence, knowing the final cost will never be higher than what you agreed to.

Every Pelfrey job plan is designed by an ISA-certified arborist. For standard maintenance work -- pruning, minor removals, stump grinding -- the arborist writes the plan and the crew executes it.

For hazardous work -- removals near structures, trees over power lines, crane-assisted operations, trees with structural failure risk -- an ISA-certified arborist is on site for the duration of the operation.

This is not a marketing distinction. ISA certification requires passing a rigorous examination on tree biology, diagnosis, safety, and care. It means the person making decisions about your trees has demonstrated competence in arboriculture, not just chainsaw operation.

From the moment you approve an estimate, we follow a defined communication protocol:

1. Confirmation email with your approved estimate, scheduled date, and crew lead contact information. 2. Pre-arrival reminder the day before your scheduled service, including estimated arrival window. 3. On-site walk-through when the crew arrives. The crew lead walks the property with you (or your representative) to confirm the scope before any work begins. 4. Mid-job update if anything changes. If the crew discovers conditions that differ from the estimate -- a hollow trunk, a previously unseen utility line, root damage -- they stop and contact you before proceeding. 5. Post-job walk-through and documentation. The crew lead walks the property with you, photographs the completed work, and emails you a summary with photos and your final invoice.

No ghosting. No surprises. No "we came and went while you were at work" without documentation.

If something goes wrong on a Pelfrey job -- property damage, landscape damage, any damage that was not part of the approved scope -- here is exactly what happens:

1. The crew lead documents the damage on site with photographs and a written description. 2. You receive a call from your market's operations manager within 2 hours of the crew lead's report. 3. Within 24 hours, we provide a written acknowledgment of the damage and a proposed resolution timeline. 4. We coordinate repair or replacement at our expense. We do not ask you to file a claim or call our insurance company. We handle it. 5. If you are not satisfied with the proposed resolution, you have a named escalation contact at our corporate office.

We carry full general liability and workers compensation insurance specifically so that if something goes wrong, the burden falls on us -- not on you.