Couple stuck with pile of branches from AT&T tree trimming
Rob Langlands on Aug. 26 stands next to the pile of decaying branches left by AT&T workers at the end of his driveway 10 days before.
Jen Eyer | AnnArbor.com
Langlands said she asked the workers what they planned to do with the branches, and they told her they would call the City of Ann Arbor to pick them up.
What followed was a 10-day runaround by AT&T, Langlands said, while the rather large pile of branches decayed by the roadside.Â
When the workers left that day, Langlands and her husband, who is 87, dragged the branches next to their compost bin — there was too much to fit inside — and expected city workers would take them away during regular pickup the following day.
However, the collectors came and went, and still the pile of branches sat. Langlands said she called the city and was told they never were asked by AT&T to remove the branches. When she requested to have the branches picked up, she said she was told they “don’t do that.”
She then dug out her latest AT&T bill, and called the customer service number printed on it. The person she spoke with gave her another number, and that person in turn gave her another number. She said she called four numbers in all, only to be told by a customer service representative that the tree was on her property and it “wasn’t their responsibility” to take the branches away.
Langlands said she and her husband contemplated cutting up all the branches and putting them in their compost bin over the next few weeks, but they wanted to be sure that’s what was expected before embarking on such a large job.
So Langlands contacted AnnArbor.com this week, asking for advice on the issue. She was spurred on partly by a “courtesy call” she received from AT&T the night before she called me.
“They were offering me some kind of new service, and I said, ‘The best kind of service you can give me is to come and take these branches away,’” Langlands said. “Of course, she said she didn’t know anything about that.”
I called AT&T’s public affairs office on Aug. 26 and explained the situation. Within hours, AT&T sent a crew out to haul away the branches.
“That should have been taken care of,” said AT&T spokesperson Amy Grundman. “If contractors are doing work on behalf of AT&T, then yes they should be cleaning up.”
Grundman clarified that workers should clear away debris even if the tree is on the resident’s property. Customers can call the AT&T Repair Center at (800) 611-4466 to report any issues such as this, Grundman said.
City of Ann Arbor spokesperson Lisa Wondrash said she is thankful AT&T took responsibility for the situation.
For future reference, Wondrash said, the city will pick up branches if they are less than six inches in diameter, cut into 3-4 foot lengths and tied into bundles. Each bundle should weigh no more than 50 pounds.
Jen Eyer is on the Community Team at AnnArbor.com, and she writes a citizen advocacy column. Do you have a problem you’d like to share? Contact Jen at jeneyer@annarbor.com or 623-2577, or fill out this form.
Comments
actionjackson
Sat, Sep 4, 2010 : 6:58 a.m.
A good reason to stay away from AT&T services of any kind!
GRANDPABOB
Mon, Aug 30, 2010 : 8:02 a.m.
I have never had a problem with any of the contactors DTE employ to trim trees. The show everything into their chipper, little twigs and all. I think it is Davies in my case.
applehazar
Mon, Aug 30, 2010 : 6:36 a.m.
I received a similiar letter from DTE. They clearly said in the letter that the branches and limbs are MY responsibility. The trimmers would leave them and I have to make arraingements and pay to remove. I am in Pittsfield Township. What is even more discouraging is that our entire subdivision is underground. When I called all the "customer service" person would say is that they are required to send the letter even if it doesn't apply to me - since they will be "in the area" albeit a mile away. Nice waste of my money - too bad I have no choice but to do business with a monoply and they certainly know it.
AlphaAlpha
Sun, Aug 29, 2010 : 12:14 p.m.
"civic dysfunction" That's a phrase to remember... To the topic at hand, utilities generally hire other companies for tree maintenance. They rarely inspect and audit; much is left to trust. It sounds as if one trimmer was having issues that day, either unwilling or unable to remove debris. Key issue: homeowner didn't know trimmer's supervisor or corporate hierarchy. This info should be posted on vehicle doors, but regrettably isn't. Imagine how that would help improve accountability and thus work quality. Another job well done Ms. Eyers. Perhaps you could have a consumer info page listing telephone numbers for the various utility public affairs offices. Such a page could have much contact info, as well as ideas relating to consumer empowerment in general. Very often, it's all in speaking with the right person... Please continue the good work - we need more good investigative journalists. And, if possible, please update readers about the library rampgate situation. Thank you.
Speechless
Sun, Aug 29, 2010 : 11:26 a.m.
In this report on AT&T "sticking it" to to an older couple until called out by the reporter, as well as in the recent entries on the new ramp at the downtown library, there is a largely unmentioned subtext that speaks to broader social concerns. Like small tips of an iceberg, each of these two local advocacy stories offers a micro-issue vignette which obliquely points in the direction of wider issues that impact many. It's assumed readers will connect the dots. The problematic new library ramp emerged as a relatively minor side effect of the massive library lot project next door. Yet it clearly illustrates what can go wrong when choosing to follow only the minimum ADA requirements. It also indicates civic dysfunction in DDA-related decision making processes. In this installment, a heavy pile of sticks lazily left behind acts as a metaphor for bean-counting corporate bureaucracies too large and too busy to devote their time and resources toward basic neighborly consideration. The now-removed brush pile off Geddes Rd. also symbolizes those city offices who enable corporate bureaucrats by running interference, telling locals (initially, in this case) to just deal with any resulting mess themselves.
Jeff Gaynor
Sun, Aug 29, 2010 : 7:54 a.m.
Thanks, Jen (and annarbor.com) for lending your 'public voice' in helping to resolve this. "Citizen Advocacy" is indeed a crucial focus of community newspapers (such as they are, these days).
DennisP
Sun, Aug 29, 2010 : 6:47 a.m.
This is the usual runaround you get from companies that have no physical presence and just use 800 numbers to deflect responsibilities. If the formal ATT position is that the contractors should clean up, why did the ATT's customer service rep tell these fine people that it was their problem? Who were these contractors? Why is there no way to follow up with them? Were they giving these instructions from ATT or were they cheating ATT and the homeowner? Why isn't anyone from ATT driving around to confirm the contractors are doing their job correctly? Let's face it, the only reason why an 87 year old man wasn't reduced to cutting up that huge pile into compost (probably risking a heart attack in this heat) was because of the intervention of Ann Arbor.com and the publicity that would ensue. If this is recurrent with other property owners, then this again is corporate mal-behavior that will beg regulation. Businesses always whine that they are over-regulated and there's some truth to that, but a lot of times it's the result of their own policies and practices that disregard their customers and the community in general. Keep this up ATT, DTE, Consumers, etc and we should push for a law that requires utilities to dispose of this stuff. It's a lot easier for them with all their trucks and equipment and contractors than for 87 year olds. We don't want to burn this stuff and there are very few options for getting rid of big piles of brush and none that would be easy for an 87 year old.