ComplaintsforFamily Tree Service
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Family Tree Service, Topped backyard tree, cut down front yard tree on 09/01/2021. **** the owner, advise he did not have the machine tree stump grinder with him and he would be back in the next couple of days to grind out stump, I advise him we would not be home, would it be okay to pay now for the stump removal also and he said yes. On the day of service 09/01/2021, I wrote him a check for $1795.00, work for tree removal & topping tree was $1600.00, stump removal $195.00. Came home on Sunday 9/5 stump had not been grind out. On 9/8 texted ****, regarding stump, received no response. Texted him again on 9/17/20, regarding stump. He replied same day, said he got my text and said he got COVID. Told him to get better and let me know when he can grind out stump, once he gets better. Text 10/1/2021, checking to see when stump would be taking care of. He replied same day and said Get them this week, I said OK thank you. Text **** 10/24/2021 - Hi ****, we realize your busy, but the tree stump has not been removed. We contacted you several times and held off on getting our driveway done and can no longer wait, you removed tree 9/1. We prepaid $195.00 and would like it returned, so we can get it removed. **** replied back same day (I'm at the mercy of my repair guy. I'm hoping he finishes it up today). Text **** 11/1, Hi ****, checking to see when you can get the stump done. Also left you a voicemail. No response. Text **** 12/2 Please give me a call, Also left you a voicemail. **** replied back same day (I have to rent since mine is down for a while Gonna do a stump day Monday and do yours first thing Monday morning been trying to wait for enough to warrant the rental). Text **** on 4/16/2022 - Hi ****, please give me or husband ***** a call regarding the tree stump, which we already paid for $195.00 ***** said he left you a message yesterday. We've been dealing with no results from you or your Company. We do not wish for him to return. We would like a refund $195.00.Business response
08/30/2022
Business emailed BBB there response.I will be sending her $195 backDon’t have a working stump grinder at the momentCustomer response
08/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Have not received a check yet. Will let the BBB know if I do not receive.
Sincerely,
****** *******Customer response
09/19/2022
Hi *****, we have not received a check from the Tree Company, please re-open this claim. Thank you ****** *******Initial Complaint
04/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
A year ago Family tree service came to take down trees in my neighbors yard. **** asked me if they could take down a couple sections of my fence while taking down a large tree in my neighbors backyard. I agreed telling him it was a new fence and to please be careful. When they put the fence back up they put it lower than the rest of our fence and hammered so hard on the neighbors side that they split several of the boards. **** assured me at the time they would fix it. My neighbors had a tragedy happen in their family so they did not come back for months and I understood that. When they did finally come back I asked again and **** assured me it would be taken care of, I’ve called and left voice messages and he has left me a voice mail that they would take care of it. I’ve called several more times and have received text messages from **** saying they will be back out to fix the fence. But nothings been done and it’s now been a year. We had just had our fence put up. My husband had just stained it. They need to fix what they did wrong and agreed to fix a year ago!Business response
08/30/2022
Business emailed BBB response.There is nothing to doWe put the fence back up she says it’s crookedCustomer response
08/30/2022
Complaint: ********
I am rejecting this response because:Not only is it crooked and lower than the rest of our fence which requires more than one person to put those two sections back up to the right level that they took down. They also cracked several boards hammering it in. I have text messages and voice mails saying they would be back to put it back up even with the rest of the fence and fix the broken boards.
They never even finished the job for my neighbors they had to call out another company!
Sincerely,
**** *****Business response
09/08/2022
BBB took business response by phone.
We will be in contact with *** ***** in the next day or so to schedule a time to look at the fence.
Customer response
09/19/2022
They never contacted me and I replied to all your messagesInitial Complaint
12/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Contracted with **** ****** of Family Tree Service to remove 5 trees and stumps. They started on May 22, 2021 but did not complete the job. They removed 2 pine trees and the branches from one maple tree. We made an agreement to pay 4 payments of $1928. We made 3 payments of $1928. Family Tree Service worked 3 days but has never returned to complete the job. We heard stories of equipment being broken and they were waiting on parts. I was also told by Marc that he could not get a climber to take the trees down. I contacted **** ****** numerous times and offered him the opportunity to finish the job. We overpaid for the amount of work completed. Based on the contract details, we overpaid by a least $3000. I want this money refunded.Business response
03/07/2022
Business Response /* (1000, 13, 2022/02/17) */ BBB confirmed the following response with the company owner by email: Thank you for bringing your concerns about the completion of a project at your home. When it was time to re-start the work, the climber needed to complete the project was no longer employed with us and we have been unable to replace that position yet. We understand you may not want to delay the project further. This large volume project was priced as such and our business was paid for the three days of work completed. Therefore, we cannot issue a refund at this time. We understand if you would like to seek another company to complete the work. Consumer Response /* (3000, 15, 2022/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not contract with Family Tree Service for 3 days of work. The written contract was to remove the agreed number of trees and stumps. This was not completed per the agreement. I made several attempts to get Family Tree Service to finish the job as agreed. As of today, they have made no attempt to finish the job. Family Tree Service requested a payment in cash each day they worked. We were told the works would not show up unless they were paid each day. It was understood that they would complete the job regardless of the number of days. The first excuse was that their equipment was broken and they had to wait for repairs. The second excuse was for COVID 19. The excuse about losing their climber came after my repeated attempts to get them to finish the job. We tried to be patient. This job was started in May 2021, it is now February 2022. The in claim that they have not been able hire a climber in 10 months is not reasonable. I do not expect Family Tree Service will finish this job. They have been offered numerous opportunities to fulfill their contract. Our request for a refund vs taking legal action is more than fair. By contacting BBB, we were hoping to resolve this without taking legal action. I would expect that litigation will cost Family Tree Service more than the refund that we have requested.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.