ComplaintsforThe Davey Tree Expert Company

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June, 2024: Davey Tree performed authorized services for an agreed upon price of $526. On or around August 15, 2024, Davey Tree performed the same service as they did in June, and charged me another fee of $126 that I did not ask for nor agree to pay for.

  

  Business response

  11/05/2024

  The Sales Arborist that handles the account visited the property on 6/17/2024 to review the property because Mr. ****** had added more plant material to his property. At that time Mr. ****** agreed to the original plan which consisted of a fertilization and a Leaf Disease treatment for a total of $526 ( the disputed amount should be $126, He has already paid the $526). We were out to Mr. ****** property on 7/1/2024, Our tech **** spoke with Mr. ****** about applying a second leaf disease treatment, Mr. ****** from what I understand agreed. Unfortunately, the tech that spoke with Mr. ****** no longer works for Davey Tree ( not able to get his side of the conversation). The Sales Arborist spoke with Mr. ****** over the phone after he received an invoice for the second leaf disease treatment, Mr. ****** couldnt understand why he was being charged for the treatment. Our tech ****** who has been to the property multiple times says that he is always asking to treat extra plant material at no cost, ****** has always told him that we could treat additional items but there would be an addition cost. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 6/23 called for estimate on tree trim and reason my flowering cherry tree seemed to be dying. Arborist came and gave trim price and said dying was due to drought stress and fungicidal properties. It was treated and paid $200. Didn't have other tree trimmed. In spring 2024 called Company get trim price update and dying tree assessed. Another arborist came. All he said was would be $210(tree was worse) So had treated again. No new assessment just cost. By July tree was over half DEAD! Called another company-their arborist came he took a sample. Took a couple of weeks for result which was tree was infested with shothole tree borers(******* *******)! Asked if could be saved was told DEAD AREAS would not grow back and as tree was over 50% dead and could infect other tree-HAD to Remove! Tried going to person that had settled another issue with be email on 9/16-never responded. Glad company not medical as with WRONG DIAGNOSIS-as with tree patient would DIE! As with request sent on 9/16 want treatment oney returned as all did was fertilize grass!

  

  Business response

  10/21/2024

  Manager-**** ****** responded that he was looking into this and will take care of it on October 22nd.  Please let me know if this has not been resolved.

   

  Thanks You!

  *****

• Initial Complaint

  07/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states the business&#***;will not finish a job they started. They were supposed to come back out to grind down a ***** but each time they came they left without completing the work. She has been trying to resolve this with the business&#***;for 3 months.&#***;

  

  Business response

  08/14/2024

  ***** just spoke to her again and we came up with a resolution to satisfy her.  We are going to adjust or cancel the ***** grinding portion of the job and request only payment for the tree removal.
  
  That would reduce what she owes in total by $750 (and tax).
  
  We will re-issue a new invoice.
  
  She thinks she already paid, but we will try again.
  
  I hope this helps with our response to BBB.
  
  Thank you!
  
  G. ************************************ | Assistant District Manager
  The Davey Tree Expert **** **************
  O: ************
  C: ************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last year they removed a large tree from my backyard. I paid a total of$2646, which included $702 for stump grinding. I waited a year to allow for settling before attempting any landscaping. Hired a landscaper to level and plant grass. He found that the stump was still there. He called an associate to come and remove the stump so he could proceed (all with my approval). I did call Davey (North Royalton) to request a refund for work not completed. Their bottom line is that I should’ve called them and they would have come back. My landscaper was here and prepared to deal with the issue. It took Davey two days and two phone calls to get back to me, then suggest that I call the office to see when their rep could come to the site. My bottom line is I paid for a service that was not provided. I don’t think it’s unreasonable to expect compensation.

  

  Business response

  08/05/2024

  The scope was to lightly buff the stump so mulch could cover it and grind the surface roots 3 inches below grade. I believe he found more woody material when he started excavating.
  The work was completed according to the contract specifications, and this was over a year ago. We would have happily finished any additional work he hired out, but without knowing about the issue, how could we have corrected it? He even mentioned in his complaint that he should have contacted us again. Now, over a year later, with no proof available, where do we go from here?
  Thank you in advance. I'm not sure how to respond without sounding indifferent, but we genuinely care about resolving issues and providing excellent work. That's how we've built our business.

   

  Michael Dawes

  District Manager

   

   

  

  Business response

  08/05/2024

  The scope was to lightly buff the stump so mulch could cover it and grind the surface roots 3 inches below grade. I believe he found more woody material when he started excavating.
  The work was completed according to the contract specifications, and this was over a year ago. We would have happily finished any additional work he hired out, but without knowing about the issue, how could we have corrected it? He even mentioned in his complaint that he should have contacted us again. Now, over a year later, with no proof available, where do we go from here?
  Thank you in advance. I'm not sure how to respond without sounding indifferent, but we genuinely care about resolving issues and providing excellent work. That's how we've built our business.

   

  Michael Dawes

  District Manager

   

   

  Customer response

  08/08/2024

   I am rejecting this response because: I will acknowledge that it’s been a year because I was not aware that it was my responsibility to go sift through the debris to check to make sure Davey did their job. With the recommendations I received related to the company, I didn’t think it was necessary. I was hoping they would at least refund the cost of the additional work.
  
  
  

  Customer response

  08/08/2024

   I am rejecting this response because: I will acknowledge that it’s been a year because I was not aware that it was my responsibility to go sift through the debris to check to make sure Davey did their job. With the recommendations I received related to the company, I didn’t think it was necessary. I was hoping they would at least refund the cost of the additional work.
  
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was traveling on route 1 south behind 2 Davey Tree trucks. The one truck carrying debris which was not well covered was ahead of me in the lane to my right. As we traveled and the debris cover consistently blew up on the back of the truck, something (perhaps a rock) cracked my windshield. The crack, of course, worsened over the days and eventually required replacement of the windshield; now that will need to be recalibrated by the dealership. When I contacted the company, Dave ultimately returned my call saying the company doesn’t cover damage from road debris & that I should go through glass coverage with my insurance. I did that and am currently out of pocket $600 for the replacement on the windshield; that fee does not include whatever it will cost to have the windshield recalibrated for its safety features. However, this was debris from the Davey Vehicle not something “on the road” that was projected into my windshield. I even recorded the video to document the poor covering of the debris being hauled and believe that the company is responsible for the damage and should cover all costs for repairs due to their trucks poor covering of debris while traveling at high speeds is on the highway. I am seeking to be reimbursed for my out of pocket expenses.

  Customer response

  06/20/2024

  Hello,

  The company has agreed to reimburse the cost of my windshield replacement. As long as they also cover the cost for having the windshield recalibrated, I will consider this issue fully resolved.

  Thank you!

  ****** *******

  

  Business response

  06/20/2024

  We are currently filling out an insurance form and sending everything into safety for the client gets reimbursed. We are talking with the claimant as we speak.
  
  Thanks 
  **** 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davey tree has damaged 3 squares of concrete and lawn in multiple locations at my property during a tree removal process on February 28, 2024. Most of the damages are in front of my house. They took over 3 months to address some of the damages. During the repair process, Davey, without permission went to the back of my house to access my utilities. They have not reimbursed me for the utility usage not apologized for accessing the back of my property without permission. In addition, and most importantly, they only performed some of the repairs and are refusing to repair one concrete square that they damaged. I was assigned a customer number *******. I contacted the Village and they told me that since Davey damaged the sidewalk the village will not be able to pay for or repair the sidewalk. Davey claims that the Village did not ask them to repair the sidewalk. The damaged sidewalk incident was called into the police department and noted under #*********.

  

  Business response

  06/19/2024

  I am very familiar with this client.  We performed tree removals for him back in the winter.  During the process we unfortunately broke some sidewalk squares which belonged to the village of ********.  He wanted us to repair these squares which we understood.  He also wanted us to repair the turf in front which was scuffed up from the process of the removals.  We did this to his satisfaction.  We then met with the Village, and they wanted us to repair 2 of the squares which we agreed to, and that work was completed.  There was a 3rd square that the client pointed out to us and the Village, but the Village did not think that square needed to be replaced.   The contractor who performed this work to repair the squares knocked on the client's door to see if they could use his electric and he told them no and they did not use the electric.  The contractor also asked if they could use his outside water and the client agreed to this so they could clean the area.  I can't imagine this would have cost more than a few cents.  I don't think there is anything more we can do at this time to satisfy the client.  He has been very difficult through this entire process.  He still owes us $3000 for the work that was performed.

  ***** ********* | District Manager

  Customer response

  06/23/2024

   I am rejecting this response because: I was a long time customer of Davey for 9 years, first with *** ** ***** that was acquired by Davey a few years ago and then with Davey directly. It is sad to see the untrue accusations published by a business and an attempt to shame the customer by trying to blame them for a long 4-month repair process, lack of courtesy and respect for the property and customer time. I hope that ******* *****, the CEO, will be able to reflect on the way this claim has been handled. I respectfully reject Business response. ***** *********, District Manager (DM) in his 6/20/24 response to the complaint stated that he is “very familiar with this client”. I contacted him on 6/14/24 and at that time he pretended or did not know who I was despite previous communications I had with him. I assumed that he cannot remember all the “difficult” customers that he has to deal with due to lack of care taken during tree removal services. As far as damages to the property, the turf scuffing as described by DM is an understatement. The truck tires caused deep ruts and Davey took almost 3 months to repair them as they kept sending the crews that did not have the equipment or knowledge on how to repair them. They somehow tried to blame me for the delay in an email on 4/29/24 (exactly 2 months after the damages occurred). The whole job included trees removal and stumps grinding. They have postponed the stump grinding and after 4 months of waiting for Davey to finish the job, I decided to hire another company so that I can have the job done and avoid complaints from neighbors about the site that Davey left behind. 
  I sent an email to ***** on 6/1/2024 that shows security camera footage of the Davey contractors connecting to the utilities, electric and water. The Davey contractor has never asked for permission to use the utilities. If per what ***** wrote on 6/20/24 the permission was not granted to use the electric why would they still go to the back of the property and connect to the electric outlet as indicated on the security footage. It sounds like Davey is trying at all cost, even by lying about the facts, to sound like a professional company. It also seems interesting that they would need to enter the private property at all. ***** conveniently documented that the sidewalk was the property of the Village, why would Davey even have to enter the back of a private property to repair the public property. It sounds like Davey is contradicting themselves by conveniently calling the sidewalk public when needed in order to avoid the repair. Couldn’t they have just used the blower to clean it? I still expect to be reimbursed for the water and electric usage. 
  Finally, I requested from Davey a written direction from the Village that stated that the Village is allowing Davey to leave the damaged square in place. I have not received it to date. As a 20 or 30 foot high mature tree trunk was tilted and crushed on and damaged the sidewalk square, I will be surprised that the Village will want to take the responsibility for that damage. In fact, the Village told me that since Davey caused the damage to the sidewalk, I will be responsible for 100% of the replacement cost. 

  I look forward to a satisfactory resolution of this claim.

   

  
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We called Davey to schedule a pine tree to be taken down. No haul away and no stump grinding. We just needed the tree down. They said it would be 250 an hour. This was on April 2. We received a bill for 1000 Dollars! When they were here for only one hour. Thia is unacceptable and feel we are being taken advantage of. We would like to request an adjustment to what it's fair for the job they did. They never indicated that the driving time would be subject to payment too and even so, it doesn't take 3 hours round trip to get to our house. Max would be 1 hour. But again, they don't tell customers they are also paying for the driving time.

  

  Business response

  06/04/2024

  [[BBB transcription via email; see attachment]]

   

  It looks like a credit memo was issued to the client on 4.29.24. See attached credit memo ********* for $267.50. Reason for credit memo- It took less time to complete the work than originally proposed. This credit memo will bring the balance to $802.50 on invoice *********. 

  Customer response

  06/04/2024

   I am rejecting this response because:

  They are still charging us for more time that it should be. Additionally, they were never clear or indicated when we asked for a quote that we would be charged for travel time. And it doesn't take two hours to drive back and forth between Delaware and Columbus. We are willing to pay what is fair, even the travel time despite them not being upfront regarding that. But 800 is still not fair at all. 

  
  
  

  
  

  

  Business response

  06/18/2024

  Received the below response from our manager on 6-17-24.

   

  I spoke with ******* *******, the sales arborist.  He said that they agreed to $750 + tax.  Unfortunately, it was over the phone. 
  
  Best,
  
  **** ******* |District Manager

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Monday 4-15-2024 the Davey Tree Service came onto our property, climbed a tree on our property and started to butcher it with a chain saw.This work was done because the individual living next door to us, who signed the contract with the Davey Tree Service told the employees to do so. Davey Tree Service did not call us prior to this work to inform us that they were going to be on our property 4-15-2024, nor did they come to our front door and knock. No explanation was given.By the time I got outside to confront the workers. One had already climbed the tree and the other was working from the ground. They told me, they were doing what they were told to do. Daveys Arborist was not present at this job site.In conclusion, the damage has been done to our tree. Our view of nature has been profoundly distorted and what remains is a tree that most likely will not survive and we as property owners look out at Daveys butchered job.We will never hire or recommend this company.

  

  Business response

  05/09/2024

  I met with them before I left the country, offered them options to resolve. I am in ****** with no phone service. We can remove the tree and replace with a smaller desirable tree. Will this resolve the complaint?
  
  ******************* | District Manager
  The Davey Tree Expert Company
  ISA Cert Number: WI-0758A

   

  

  Business response

  05/13/2024

  Update:

  We are currently in talks and working with *** and ******************************* to resolve this issue/complaint that was filled with the BBB.  My regional manager ********************* and I had a meeting with the Gruennerts on Tuesday, May 7th, and are currently waiting to hear back from them to see how they would like to proceed.  I will be reaching back out to the Gruennerts on Monday, May 13th, if we have not heard from by then.
  
  Thank You,
  
  ************************* |Assistant District Manager
  ISA Certified Arborist **-115A
  The Davey Tree Expert Company |SW **************** 134231
  P: ************ | F: ************

  Customer response

  05/14/2024

   I am rejecting this response because:   

  The current offer as stated does not resolve the complaint.  Daveys representatives have been to our property and discussed the situation with us.  As of this time, the negotiations are continuing between Daveys and us.  We request more time to resolve this complaint with the Davey Tree Expert Company.

  Thank you,

   

  
  

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davey Tree service was contracted by Tampa Electric to trim back tree limbs from power lines. They butchered my tree so bad, it looks like they split the branches down the middle. All the branches left on my tree are close to my home. If we get a bad storm with high winds or God forbid, a hurricane, my tree may end up falling on my house. I’ve contacted them directly with my concern and They sent a Representative to my home. When I asked if he would want a tree shaped like this in his yard he replied “no” and laughed. I asked him if they were going to reshape my tree and he said no. I sent an email complaint to the company and got a response from ***** *********. ***** and I played phone tag for a week or so but we never actual spoke. When I would return his calls and get his voicemail, I’d ask him the call my spouse if I was not available but he never did. He has stopped responding to me.

  

  Business response

  03/20/2024

  I called this Customer yesterday afternoon and set an appointment with her for this morning. I meet with the customer to discuss her concerns. The customer was asking if we could trim the other side of the tree that was facing her house. I explained to the customer that we do not trim for aesthetics and that would be something she would have to take up with her local power company. I explained to her that we are only allowed to trim for the safety and clearance of the power lines. She said she would get in contact with the power company.
  
  We also discussed the root system being what holds the tree in place and that it was surrounded by sidewalks and driveways. This will cause the tree to not be able to grow to its full potential. We discussed some cuts that were made by the homeowner (Not us) that were unhealthy for the tree.
  
  
  ***** ********
  Production Manager, Tampa Electric 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about the Davey Tree branch at *** *** ***** **** ******* ******* ** ***** Salesperson *** ***** told me my tree pruning quote was based on either 2 people working 4-4.5 hours or 3 people working 2.5 hours. Davey's truck containing 2-person crew arrived at 8:30 am on 2/15/24 and they began working shortly before 9 am. Of the two men, one spent a fair amount of time not working and appeared to be leisurely doing something on his cell phone. Even so, they were finished in less than 2 hours. I contact*** *** shortly after the crew left to voice my concerns. He danced around my concerns telling me that we were under contact (Note: I didn't sign any contract) and that he wouldn't know how to amend a contract, followed that up with the job wasn't quo*** time and material, followed by I was responsible for the time from the moment the men arrive at work at 7 am readying the truck up to when they arrive at the job after mine! *** confirmed that his crew arrived at the job after mine around 11 am. I did request that *** have a conversation with *****, who appeared to be the lead arborist, as I mentioned the time disparity to him, prior to ***** leaving. *** said he would review the time sheet for the job. When I received the invoice yesterday, there was no adjustment to the quo*** amount, despite the work time being half of what *** estimate*** the job would take. I didn't even receive the 10% winter discount *** promised. I contact*** the Webster office manager **** ********, who seemed to not care as much as ***. *** advised me that they were in business to make money. I think most businesses are. I also contact*** ***** in customer service with the corporate office in OH. That yielded no considerate resolution, either. I can't imagine it took an hour to prepare the truck for my small job, assuming there was a max half hour travel time from the office to my home. Also, I shouldn't be responsible for the travel time to the job after mine. Thank you.

  

  Business response

  03/04/2024

  I have put the internal case number mentioned below on this email. A new invoice has been made with the discount the customer was requesting. This was all done last week. Let me know if there is anything else needed!

  ****************

   

  *** ******* * ******** ******* *** ***** **** ****** ******* * **** *** ***** ****** *** *** ***** **** ******* ******* ** ***** ** ************ ***** 

   

   

   

  Customer response

  03/05/2024

  I am rejecting this response because:

  I haven't seen the new invoice - how did they send it?

  I suspect all the 'new' invoice contains is the 10% off winter discount originally offered, NOT a reduction to their original invoice when the job took half the amount of time the salesperson said it would. 

   

  
  

  Customer response

  03/28/2024

  Hello,

  I did receive the updated invoice from Davey which, as I suspected, only included the initially-promised winter discount (10%). There was no adjustment made for the job taking half the amount of time I was told by the arborist/sales representative it would take. Davey needs to do the right thing and offer at least a discount of 1/3 the adjusted amount due of $864, thus total due, that I feel would be agreeable, would be $579.00. This isn't half the amount for half the time, but I am taking the high road and feel this compromise would very fairly compensate Davey.

  Thank you.

  

  Business response

  04/02/2024

  Unfortunately, the client is only interes*** in a reduced invoice for a job that was never sold to her on a time and materials basis. We provided the desired service with no issues on the job that was performed on her property.

  *** ******* * ******** ******* *** ***** **** ****** ******* * **** *** ***** ****** *** *** ***** **** ******* ******* ** ***** ** ************ ***** 

  Customer response

  04/03/2024

   I am rejecting this response because:
  
  The client is interest*** in a what the sales person (*** *****) told her she would receive: 3 guys working 2.5 hours OR 2 guys working 4-4.5 hours. What I received was a 2-person crew with one guy working short of 2 hours and the second man leisurely on his phone for 25% of the time he was here. If the service didn't require the time the sales person said it would, the price should be adjust*** similarly. My seeking a third off is more than fair as their time wasn't even half of what I was told it would be. As their sales person bids these jobs all the time, it is reasonable for him to approximate time needed to perform the service more accurately. I seek to be treat*** honestly and fairly. A reduced invoice is the most appropriate remedy in this situation.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩