ComplaintsforThe Davey Tree Expert Company

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Davey to complete a tree removal job. There were 8 trees and 8 stumps. They removed the trees and one stump. I paid the original invoice ($2.250). They never removed the seven remaining stumps. Once I dug them out by hand and contacted the project lead, I was told ‘sorry and we will make this up to you’ but then started to receive an invoice for the work I did myself. They are attempting to charge me for me doing my own work because they never completed the job! This is ridiculous.

  Customer response

  08/05/2023

  Davey has since completed the job and communicated with me regarding the second invoice.  This issue is resolved. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contracted Davey Tree Co. to cut down and remove tree. They started the job June 6th cutting down 2/3 of the tree, living limbs on the ground, but then stated they could not return right away. The job was not completed until June 30th. All this time limbs lay on and crushed the bed of pachysandra. In addition, they broke the invisible dog fence. They said they would repair pachysandra and reimburse for the repair of the fence. Fine. But, Davey never returned - did nothing. I sent an email on July 19th restating the issues and requesting resolution. Received an acknowledgment - someone will call. No call. Sept comes and I receive a bill. Call - sorry, someone will call. No call. December comes-without any communication from Davey I receive a collections notice. Call main office - "our error - will hold collections - someone will call - here's the case number." Collection notices keep coming. Month later the local district manager calls - "yes we dropped the ball". "Credit issue not in my hands." Still nothing has been done to rescind unwarranted placement in collections. Not that it really matters but I had used this company for 20+ years. Never an issue before.

  

  Business response

  02/28/2023

  I have been in communication almost weekly since the case came to my attention about 6 or so weeks ago. It appears two of my reps who managed his account juggled his issue and never resolved his concerns. In the meantime, the client didn't pay and calls from the office were not returned so he went to collections. Once collection got involved, he called to dispute the invoice. He has been upset that we were not resolving this issue fast enough. After several calls I was able to come up with a resolution. As part of the agreement, we removed him from collection, gave credit on his invoice for a dog fence he claims we damaged and agreed to replant some ground cover that was damaged as part of the tree removal. Attached is a copy of my last recap of our agreement and conversation closing the loop on this case.
  
  Please let me know if you have any other questions.
  
  Best,
  
  ***** ******, CTSP, ISA Certified Arborist, TRAQ | District Manager
  The Davey Tree Expert Company|

   

   

• Initial Complaint

  11/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9-18-2022 Had a tree cut down, paid Davey 2340.00. Someone from Davey came out about 2 weeks later to grind the stump. Supposed to grind down below grass level. Left 12 inches above grass level. Sent us an additional bill for 720.00 for grinding stump. When we had new concrete driveway put in, stump and roots in the way. Had to call another company to finish grinding the stump and paid him 500.00. We paid 2340.00 in good faith for the total job. We were not expecting an additional 720.00. Then not happy to have to hire another company to complete the job. Also believe Davey is higher than any other tree service we researched after the fact. As I said earlier, we have already paid Davey 2340.00 and asking that that amount be considered “paid in full”.

  

  Business response

  11/28/2022

   Attached is the work order for the tree and stump removal.  We performed the work as described.  The Removal and the stump are two different items on the work order and I received verbal confirmation from Mr. ***** on 7-12-2022"
   
  Thanks
  ****

   

  

  Business response

  11/28/2022

  Please see attachment.

   

  *****

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12, 2022 I approved a written proposal from "The Davey Tree Expert Company" to remove 10 trees and prune 2 other trees from the rear area of my residential property at a cost of $3,200. By June 10th they had not been in touch nor started the project and had not completed it as of July 7th. On or about July 15th I returned home to find that about 50% of the lawn area where they worked was destroyed. I notified them of my concern but as of August 19th, they had not yet repaired the damaged area. I agreed for them to aerate and seed the lawn as a solution, which was done. As of today, the lawn has not begun to grow back so I now believe that it will need to be sodded, which I had previously expressed to them. I have paid $2,700 of their total invoice in anticipation of the lawn being repaired. Davey has now threatened a collection effort of the $500.

  

  Business response

  11/07/2022

  Thank you for letting us know.  I spoke with the sales arborist that sold this project and he is going to reach out to the client today.  The sales arborist and I are going to visit the property early next week to take a look.  I will send our response after visiting the property. 
  
  ***** *******, CTSP | District Manager
  ISA Board Certified Master Arborist IN-*****
  The Davey Tree Expert Company 
  531 Woodycrest Ave., Nashville, TN 37210
  P: 615.254-8733 | F: 615.254.5060

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a tree stump removed on my property on July 4th by Davey Tree Experts (main office *** ********* ***** ***** ***, ********, ** *** *** tel: (**** ********) I had an estimate for the work set at $650.00. I made a deal to reduce the price, and was billed for $638.45 which was paid on 07/25/2022. Then I receive a bill for an additional Stump Grinding for $452 for the same tree stump, which was already completed. I have tried at least 20 times to call the Billing department and ask for a call back. Every time I called the message went to their voice mail. I cannot get in touch with this company, and yet they continue to keep the $452.00 charge in effect. When I called the local office at ***** ********, The receptionist admitted that this was a mistake and that I needed to call the Central Billing Office. I fear this will go into collection and hurt my credit rating. I need to get their attention to resolve this issue

  

  Business response

  09/07/2022

  A billing error did occur and the second accidently invoice was reversed with a sales reduction put in to cancel the outstanding invoice.  The current account is at a zero balance with nothing left to owe and her credit rate will not be effected do to this billing error.
  
  I have reached out to the client as well by email to provide him his account statement and apologies for someone not returning their calls.
  
  Thanks,
  ****
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few of their big trucks tried to turn around on our property, they got stuck, stayed there for hours trying to get out. We were fine with it because we live off a small road with no turn around. After they left 5 or so hours later they left water bottles thrown in the bushes, toilet paper on the ground, and didnt cover up the big holes in the ground from their trucks - like they said they would when I earlier asked what was going on. I drove across the street where another of their trucks were located and told them what happened. They said they would send someone to clean up. I asked for a number to their boss/manager and got one, but no one answered on this number. My husband called the number of the website, got transferred twice and then disconnected.No one want to get back to us or take responsibility for their mistake on our property where they shouldnt have been in the first place.

  

  Business response

  10/18/2022

  [BBB transcription via email]

   

  The marks that the trucks made were fixed immediately when they worked on the property. The caller has had bad experiences with previous companies and called it in without realizing it was already addressed. 

   

   

   

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My neighbor's tree on the property behind me partially fell and was caught in the tree on my neighbor who is beside me. The Davey Tree Expert Company was hired by my neighbor behind me to take down the partially fallen tree that had fallen on my other neighbors (that is beside our property) tree/ property. On June 7th Davey cut the partially fallen tree down and in doing so it fell on my accessory building (wood shed) and in doing so did a great deal of damage to the roof and structure of the roof along with an outdoor table that was at our family fireplace.I was not at home when this happened but my wife (****) was and she spoke to ********************* with Davey. She assured us that Davey would take care of the damage and for us to get estimates for the repair work. After many of weeks of trying to find a contractor who would give me an estimate I was able to find a contractor who provided me with an estimate of $3,350.00 on July 2, 2022. I provided Davey - ********************* - Client Experience Coordinator and ******************* - District Manager with a copy of the estimate a couple of days later on July 3rd, or July 5th.Since that time I have been in contact with them almost every week trying to find out when they are going to pay the damages so I can get the roof repaired and replaced. They have replied to my email messages but all I am getting are excuses and delays and I don't have any money to get the work done yet and it is now mid August. They wanted to know if I wanted the check sent to me or my contractor and I said I didn't care. They said they would send to my contractor. They wanted his estimate which I sent. They wanted his estimate in writing on letterhead which I sent. They had to send estimate to their insurance company for their approval. Then they wanted my contractors tax ID number which we sent. Then they wanted him to fill out a ***************************************************************************** the mail and to date NO CHECK.

  

  Business response

  10/05/2022

  The business informed BBB that basically the whole complaint is moot because the issue was in the process of being resolved when he made the complaint. He was upset because the payment was taking so long to get to his contractor - if he had waited literally one day before making the complaint while his contractor had the issued check in his hand this complaint wouldn't exist.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Davey Tree for arborist work, while they were working they damaged two sections of gutters. I have attempted to reach Davey by phone and email, both their regional and corporate offices, and no one has responded to any correspondence concerning the damaged gutters.

  

  Business response

  09/01/2022

  I have spoken to ***** ***** within the month of June or early July about the issue at hand.    I directed her to get the gutter fixed and supply us with the bill to make adjustments to her Davey bill.    I called her today and left a message.  Awaiting response.  
  
  ******* *********   

  

  Business response

  09/02/2022

  The business informed BBB that its District Manager in ******** spoke to the consumer on August 2nd and told her to provide the estimate to have her gutters fixed.  The business never heard back from her.  Upon notification of the BBB complaint, the District Manager reached out to the consumer again and the business now has the estimate.  The consumer's invoice will be adjusted by that amount.  The matter should now be resolved.

  Customer response

  09/02/2022

   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. I hope to use their services in the future.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 weeks ago, ************* did some trimming of saplings & brush along a ********** powerline right-of-way through my property and left a terrible mess of my property. They came back on Saturday 2 weeks ago with a chipper and 11 workmen and cleaned up 1/2 of the **** They have not come back, nor given any indication of coming back, to clean up the remainder of the *** which makes 1/2 of my property completely inaccessible to me. I have not been able to get any response from Davy Tree hired by ********** or their owner ************* I just want Davey Tree to complete the *** cleanup that they started.

  Customer response

  07/12/2022

  [BBB transcription via phone call with consumer]

  Consumer stated Davey Tree is on the property right now (powerline). They did not bring a chipper. They refuse to bring in a chipper or truck. All they are doing is hand raking the grassy areas. They are not removing the trash piles. All I want is for the business to do the exact same thing they have done with the other half of the power lines. The exact thing they have done on the first half. They are refusing. 

  

  Business response

  07/12/2022

  Good morning, we have been to this property numerous times and have agreed on many different scenarios that the homeowner has approved and changed his mind when the job has been nearly complete.Penn Power has finally told us to clean up what we have cut left and not to spend any more time there because he has changed his mind so often. We are complying with Penn Powers specifications and requests. The job that we have been told to finish up will be complete today. Thank you!

  
  *************************** | Accounts Manager, Central Region Utility Services| ****:2497 

  
  

  Customer response

  07/13/2022

   I am rejecting this response because:
  
  Three weeks ago Davy Tree did tree/brush/saplings trimming along the ********** right-of-way through my property and made a terrible mess of large piles of logs, saplings and brush merely pushed into my ***** along both sides of the **** After my complaint, they came in two weeks ago with eleven workers and a chipper/truck and cleaned up AND hauled away the trash piles, BUT only along one half of the *** length. All I want them to do, NOTHING MORE, is to complete the cleanup of the remaining half of the *** in the very same manner they did on the fist half. That is ALL that I have requested of them consistently, never changing my mind as they now claim. A couple days ago they showed up with a half dozen workers who then hand-raked some of the trash in the cleared area of the remaining half of the *** onto the large trash piles that they had pushed into my ***** three weeks ago, making the trash piles even larger. As I stated and explained to them I only want them to clean up their mess on the second half of the *** to the very same extent (i.e. chipper/truck and hauled away) that they did on the first half of the **** I have NEVER changed that request repeatedly as they now claim.

  Customer response

  07/21/2022

  [BBB transcription via email from consumer]

   

  It seems obvious that Davey Tree has no intention of rectifying their mishandling of this situation and simply cleaning up the terrible mess that they made on my property to the same extent and degree that they did on the first half of the *** on my property. I am ******************************************** several hours each day clearing the mess they have made on my property just to regain access to three deer hunting tree stands that I use come hunting seasons. I simply cannot clean up the many other trash piles that they have made and left along the remainder of the *** on my property at my age, its just too exhausting. I will never again allow Davey Tree access to my property.

  **** ****** 

  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened June 3rd. Davey truck came out to my house (private property), trespassed, heavily trimmed large healthy bottom branches on my HERITAGE tree (illegal without a permit), and blew a bunch of saw dust towards my garage and into my backyard. All without any prior notification to me. This hurt my property value, I had to clean up, and these branches will not ever grow back. Called local office. Was given a number to manage to in ********** I believe. Called many times, left numerous voicemails, nothing. Crickets. I have video proof of all mentioned above. Instead of just getting back to me, now I have to deal with getting an attorney and going that route.

  

  Business response

  07/11/2022

  We have a contract with the ********* public works to clear the roads for street sweeping.  This address falls in one of the first areas we pruned a month ago.  There was some miscommunication or lack of communication from the city to the residents about the project. The first we heard of this resident is today.  The tree looks great - which I dont think is the issue.  She has been in communication with the city and they are planning to meet.  What further steps do you think we should take?  I was going to let the city rep take the lead as it is his project. 

   

  It appears we did prune this tree at the City's request. The City is running with it but any further action on this matter should be directed to ****. 

  ************************
  Market Manager | ******** Market
  The Davey Tree Expert Company
  2617 ***********. *********, ** 94550

  Customer response

  07/18/2022

   I am rejecting this response because:
  
  Thus far I have not heard from anyone, despite reaching out, leaving voicemails, and writing emails. Aside from that, I think that the Davey employee blowing all the sawdust towards my garage and backyard, is unprofessional. 

*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. ↩