ComplaintsforThe Davey Tree Expert Company

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired this company to trim hail damage on our 25+ year old Maple and Crabapple. Hubby agreed to have them do the work. He was adamant that ONLY the dead branches be cut out at a price of $1000. When we got home and saw the Maple, we were surprised and very angry at how they trimmed the tree. They butchered it!!! Cut a bunch of low branches, limbing it up, which we did NOT want. Someone came out and agreed that the workers botched the job. He offered a free fertilization. Big whoop! That doesn't even come close to $1000. We want a refund!! There is no way to fix this problem.

  

  Business response

  06/29/2022

  
  I just spoke with *** (****** husband). We agreed on refunding them an additional $360 dollars to help compensate for the tree being mishappened. He is unfamiliar with the BBB and how resolve the situation but they are going to try and repost.
  
  Please let me know if you need any additional information from me.
  
  Sincerely,
  
  *************************** District Manager
  *** ********* ********  ********
  **** # *****
  Davey Tree Expert Co | ********** **************************************************************, **  *****
  P: ************ | C: ************ | F: ************
   
   
                          
  
  
  

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as I can expect to obtain. There is no compensation practical for the permanent damage to a previously beautiful 25-year old tree.  We still would not recommend Davey Tree for tree trimming services.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Employees from Davey invading property and removing fruit tree with out permission, they had kill 2 fruit tress that were costly and they have no permission.

  

  Business response

  07/22/2022

  Below is response from ***** office to customer and no response as of today.

   

  Good morning ***,

   

  I left a voicemail and now following up with an email regarding your concern. Our ********* office does not have clients on your street, please ***l me directly to discuss. Perhaps you can provide a vehicle license plate or vehicle ID # to enable me to determine if your interaction was with our office or perhaps the ********* office that does work for SDGE clearing power lines, thank you.

   

   

   

  Have a great day,

   

  *********************-Tran | Client Experience Coordinator

  The Davey Tree Expert Company | ********* R/C Office
  **** ***********, *********, ** *****

  P: ***********************

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davey Tree Experts were under contract with Duke energy to clear tree limbs from their power lines. I unlocked our 2 gates for them to gain access to the back yard to do this. Both gates were in 100% working order and were installed about 2 years ago by fence outlet. I went back to my desk to resume working. I saw the 2 employees drive a boom lift into the backyard to reach the limbs. A few hours later I saw 1 worker dragging limbs to the front to be mulched while the other finished trimming. After they started to chip the limbs the 2nd worker drove the boom lift to the front of the house. They didn't inform us they were finished or point out any issues before they started working. The next morning I went to open up the gates to move some plants and pots and noticed the gates were damaged. I couldn't open, latch, or even secure the gate's locking pin in the ground pipe. We contacted the foreman ****** ******** who came over later that afternoon and saw the damage. He left saying the Supervisor would be in touch during the week. About 20 minutes later I hear voices so i walk around to see ****** along with the employee who was working the equipment. They never notified us they were back on my property. ****** said we should file a claim with our insurance company which we refused due to there being no damage when I opened the gates form them. ****** said he has to check the photos all employees have to take of existing damage before they start a job. The employee with him didn't say anything when we requested these photos and when I asked the foreman don't they also show the home owners this damage? He acted like I never asked him a direct question. The next day a manager by and he said, "it's not bad I came to put a few screws in!" I said no it will void the warranty. They are coming to expect the damage and give us quotes. They're denying our claim with Duke energy after Duke sent Davey to investigate their own damage claim. Court might be our last option

  

  Business response

  06/29/2022

  I need a little more time to post a response.  I forgot to send copies of the pictures from the customer to our field manager to look at send back a response.

   

  Thanks, *****

  

  Business response

  06/29/2022

  I spoke with ***** ******* regarding the below incident.
  
  He says that his crews never caused the damages that she is claiming. He has spoken to the insurance and they are going to deny her claim. ***** went to her property and fully investigated the damages. There was a gate that she says the crews opened the wrong way which damaged the hinges. ***** has pictures of the gate where the claimed damages occurred. ***** states that the hinges on the gate were never fully screwed in and he sent those photos in with the report. The weight of the gate caused the hinges to bend. The homeowner told ****** ********, the General Foreman, that she had someone scheduled to come out and repair the gate beforehand. She also told ***** that she had video of the crew on her property but has failed to provide that video to him or to our claims department.
  

  Customer response

  06/30/2022

   I am rejecting this response because:
  
  
  We have been in communication with the Corporate office and there were numerous company procedures not followed like documentation of pre existing damage before entering the property, a supervisor wasn't made aware to document any previous damage, corporate had no record of this incident just to name a few. So we are currently working with the corporate headquarters in regards to this damage.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called Davey Tree Expert Company about a week ago to report theft of electricity and trespassing by their employees who were hired on behalf of my community’s HOA to maintain the common areas around a lake near my house which they have their own access point to. After customer care heard my problem they kept connecting me to extension after extension and no one answered the phone. After I called for so many times they took notes and promised that someone would call me back about the issue and they didn’t. I have everything on camera and I will file a police report if they don’t apologize or tell their employees to behave properly and legally around my property or any other property in my community.

  

  Business response

  05/19/2022

  I went and spoke with the homeowner, my crew has been instructed before not to use this yard as an access point. I took some pictures showing where our access points are. I will get with my Forman and review the access point again.

  Thanks.

  Customer response

  05/19/2022

  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.

  Someone from the corporate showed up at the door yesterday and apologized for what those employees did and also offered us a solution for the problem in case if it happens again which is all we needed to tackle this problem. We appreciate the visit and the apology.

  Thanks you for all the help. 
  
  Respectfully,

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

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 30th 2022, Davey Tree sent a crew to remove a large pine tree by the front of my house. Things were going well, but as they were taking down a large segment of the tree it fell on the stairs to my front porch. The stairs are brick and sandstone. The left wing of the stairs was completely destroyed, and sandstone on the bottom step was cracked and broken by the falling tree. Attaching photo. The office manager acknowledge fault and promised to make things right. It's a month later and after a dozen or so phone calls he's still "looking for quotes". This despite the fact that he's sent two masons & I have personally provided him with a quote from a third (attached). The delay is not a lack of quotes, but his lack of desire to pay what is necessary to fix the problem correctly. I have discussed the issue with two masons, the first one sent out by Davey Tree and the independent mason I contacted, both agreed that the stairs need to be replaced. Despite any practical skill as a mason, the Davey Tree manager disagrees and continues to seek quotes to find someone willing to cheaply fix the issue for him. I am seeking the following resolution: 1.) Agreement that the proper way to fix the steps is to completely rebuild them, and 2.) Immediately contract with a mason to completely rebuild the steps and schedule the work to be fixed as soon as the mason is available. If that cannot be agreed upon, I want Davey Tree's insurance information so I can file a claim.

  

  Business response

  05/03/2022

  I have been in constant contact with Mr. ****** since the stairs were damaged. He provided me an estimate to have his front steps replaced at a cost of $12,850.00 which to me seemed excessive. I have contacted a mason that is going to provide the same work for less than half of his contractor. I told ****** last Thursday that I was waiting to hear back from the third estimate which looked at it on Saturday April 30th and that once I have the third estimate we will proceed to have his stairs replaced. I have called 8 stone masons to provide me with estimates with little success of even a return phone call. 
  
  
  
  
  Tedd ********
  District Manager –**** ********** OH
  I.S.A. Certified Arborist #********
  Phone *************
  Fax *************
  
  

  Customer response

  05/04/2022

   I am rejecting this response because:
  

  It does not fill either of the two acceptable resolutions:

  1. Acknowledge that the steps need to be replaced due to the damage caused by Davey Tree, *not* repaired, & schedule the work. Davey Tree claims to have a mason ready but no mason has contacted me to explain what work is going to be done or to check when it would be OK to perform said work. For me to accept this resolution, I need a scheduled work order that shows the full steps will be replaced. I do not care who the mason is so long as they are in fact a mason and have a reasonable track record with the BBB.
  

  2. Provide me with your insurance information so I can open a claim against your insurance. Kevin told me that you were properly insured when he provided the quote from Davey Tree, so you have insurance. I just need the information and i will open a claim and handle the rest.
  

  

  Business response

  06/02/2022

  The business informed BBB that the front steps at the client's property have been fully repaired and that the work was completed on 5/27/2022.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged Davey Tree Compay last October for removing a Norway Maple to near ground level, cleaning up and disposing of debris, grinding ***** below grade level, and planting a new magnolia.The services took place on November 4 and 9, 2021.I emailed my representative, ***********************, on November 15, letting him know that the workers left my lawn in a horrible condition--lengthy rut marks and holes on my lawn and my neighbor's lawn, chips everywhere. Additionally, they improperly planted the new tree.A crew came back to my home on December 14--I'm unsure what they did, but the lawn and tree didn't look any better.I continued to call and email. But, unfortunately, winter had now set in.The crew back again on March 31. They filled in the ruts and holes and removed more chips. Unbelievably, my lawn looks ten times worse. A crew came back on April 6 and cleaned up the tree. It looks better but is still sitting on a mound above ground level. It looks ridiculous. The lawn has been destroyed.*********************** came back today to survey the extensive damage. He stated the problem with the tree is that the ***** wasn't ground low enough. He said someone would come back to regrind the ***** next week. It requires heavy equipment be placed on my lawn. My lawn can't take any more destruction. I pointed out the significant damage to my lawn and my neighbor's lawn--he had no comment.I cannot put into words what a horrendous experience this has been. I've called ***********************, I've called ************************* (who tells me he can't help me), and all this time, since November of 2021, my lawn looks like someone drove a **** truck over it.The egregious service is unconscionable. Davey has destroyed my lawn.I need this company held accountable for destroying my property.

  

  Business response

  04/20/2022

  We have tried to fix this clients problem for the past week, she keeps changing what she wants done. It started in last year, we went out to fix her issues with ruts, and she would not let us do it then, she wanted it in the spring. We had a crew out last week to fix the ruts, which we did, as she wanted her ivy removed, which was not part of the original order. Crew did not have what was needed to remove at that time, we came back this week to remove the ivy, which we did, then she talked about needed the ***** ground more, there was a mound left. She called me at this time, and I told her I would have her sales rep out to see what would need to be done, **** was out, and told her we would be back out to fix her issue, at that time she said she did not want any equipment on her lawn. A ***** grinder is needed for this. I let her know we would fix the her satisfaction, but machines are needed to fix the issue. She told us she would let us know if we could fix the issue.

  The manager also just reached out to me on the phone as well. He said they are doing everything they can to resolve this situation but she continues to find different things wrong within the yard. That is making it difficult to fix but they are doing whatever they can to help.

  He said if you need anymore information about this situation to give him a call. He'll be happy to help get this fixed.

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

  
  

  Customer response

  04/21/2022

   I am rejecting this response because:
  
  Andy's response is inaccurate.

  Our October 2021 contract with Davey stated the ***** would be ground below grade. It was not.

  As confirmed by the sales person, ***********************, a mound was created becuase the ***** was not ground low enough at the time of the original grinding in November 2021.

  We asked for the ivy to be dug out in 2021.

  They came to fix the ruts and many holes on our lawn and our neighbor's lawn and grind the ivy in December 2021--the ground was frozen. 

  In March 2021, *********************** stated the ***** needed to be ground further, but he could not guarantee that no further damage would be done to our lawn.

  After several conversations, Witcki stated they could lay down boards to protect the lawn.

  Davey has now reground the ***** and removed the ivy.

  The damage to our lawn and our neighbors lawn remains significant and severe. It will require additional professional landscaping to repair.

   

   

  

  Business response

  05/02/2022

  I am not sure what more we can do to make this client happy,we have replanted the tree, ground all surface roots that were under the ivy,that we removed, and seeded the area. The ruts were filled in and seeded, which she is stating that needs additional professional landscaping to repair. They were filled, graded and seeded, Im not sure, other than sod, which still is not available this spring, what we can do. The ivy was quoted by our crew last year while they were doing the job, the husband at that time did not want it done. It was not until this year that we were told she wanted to have it removed, which we did. When we left her property the last time, they were happy with the results of what was done.
  
  *************************

  Customer response

  05/03/2022

  We were not Happy when the company left last time--nowhere near happy. Instead, we were relieved that after 4 months of calls and emails, the ***** was ground to our satisfaction and the tree replanted correctly.

  
  
  Davey did such a horrible job all around and substantially damaged our lawn and our neighbor's lawn in the process. Davey's minor attempts at repair to both properties did not repair or compensate for the damage done. (If anyone wants to see the damage, we have photos.)

  
  
  ***************************** is right--we will never be happy with the services provided by Davey Tree, and we will make sure to tell everyone we know not to do business with this unprofessional company. 

   

  We shouldn't have been surprised when we filed this complaint with the BBB that there were already numerous complaints against Davey Tree. Wish we had checked the BBB first.

   

   
  
  

  
  

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The fact that this company made a complete mess of my property cutting 2 trees down for my neighbors. Not only did they come at 8am on a Sunday morning, but my car and property are covered in small branches and saw dust!!!!! Both my porches and grill, car, EVERYTHING!!! They used a leaf blower to clean up the property they were working in BUT NO CONSIDERATION FOR THE SURROUNDING PROPERTIES!!! I want it cleaned up!!! I SHOULDN'T have to clean up after others!

  

  Business response

  04/20/2022

  We sent out a representative Monday morning to clean all surfaces and provided the neighboring property owner with enough money to get her vehicle cleaned. The neighboring property owner was satisfied with our response and resolution. Although we do not routinely work on Sundays, there was a deadline given by the city for the removal of these trees. We were contacted right before the deadline date and unfortunately Sunday was our only option to get the work completed within the provided timeframe. The client had contacted the city and was informed there was not a restriction or noise ordinance on Sundays.  
  
  
  
  **** ****** | District Manager

  Customer response

  04/26/2022

  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.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thanks for your time. I contacted Davey Tree Expert Company in April of 2020 and received a written estimate of the treatment of my tree. I emailed the company multiple times to get the service completed, they even sent me a survey without completing the job. In February 2021 I contacted the company to let them know I was dissatisfied as my tree was still infected. They reached me on the phone to tell me the tree would require multiple treatments, which was not what I was originally told in 2020. They said they would treat the tree free of charge if I paid to get another tree trimmed. I agreed. In September I sold the home. To my knowledge, Davey never showed up to treat the tree or to trim the other. After I had sold the home, I received a bill from them, showing the work was completed in August, however the tree was never trimmed. When I contacted them regarding the invoice, they refused to communicate via email and would only communicate on the phone. They informed me the tree was trimmed in March and their billing system was delayed in sending my invoice. If I spent $450 to trim a tree, I should be able to see the tree has been trimmed. Furthermore, if the tree was trimmed in March I should have been billed in March so I had the opportunity to notify the company I was not satisfied with the trimming of the tree. I was not allowed that opportunity as I was sent a bill after the home was sold. I have attached the invoice and a string of emails. Please advise. Thank you. Cheers, *** 

  

  Business response

  03/08/2022

  I have attached all of the information we have.  If you notice her story changes somewhat.  In ****** email he lets her know we will get her trimming on the schedule. The note to the BBB she also suggests that she confirmed the trimming.  In her email
  to me she wrote she did not sign a work order and only had a conversation with Tony but did not approve the work.  On past due statement that she received from the corporate office and sent in to me she wrote she sold her home over the summer.  We billed her on 8/12/21 and she sold her home on 9/14/21.  She had a history of paying her invoices late.    Also, it was not by choice that we waited until August to finish the work.  She was always gone (as she told Tony that she works on the road) and there was no one to move the car that was underneath the tree. 
  

  Customer response

  03/08/2022

   I am rejecting this response because:

  Per my original information submitted, the company sent an invoice in August but said the work was performed in May and they had neglected to send the invoice.  They were asking me to pay a bill for service rendered in May, for which I could not attest to the work.  As I stated in my initial report, I was under the impression the work was never completed as I never saw any changes to my tree.  

  Furthermore, I figured the work was never completed because my initial work order I place with the company was in May 2020.  Attached is a string of emails where I received a bill and a survey without having the work completed.  

  When I first hired them to do the work, I was given an estimate of treatment to my tree and a trim.  A year later the tree showed no improvement from the treatment.  I sent them an email and was notified that the treatment takes several applications for it to work.  Had this been part of the original quote, I would not have gone with their company.  I was also told the sales person I spoke with was no longer with the company.  

  
  

  To reiterate, I was asked to pay a bill in August for work they say was done in May.  This was not a late notification in August, it was the first time I received an invoice for the job.  I believe it is not appropriate for me to pay a bill when I cannot confirm any work was done, especially after a history of billing me without completing the job in the past.

  
  Thank you for your time.

  
  

  
  
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from Davey on January 28th, 2022 stating that I owe additional $107.00; this is not true. I paid for my service in full for the entire year; I did not receive any additional service or additional lawn care and I am questioning why I am receiving a additional bill or cost. The company is saying I did receive a additional service; but this is not true. I am retired and I am home and spoke to the “guy” that performed my services and nothing new was added. The company has now turned me over to a collection Department and I do not appreciate the allegation or the harassment I am having to deal with concerning this ordeal. My account number is *******

  

  Business response

  02/17/2022

  The local office has reached out to customer but still no answer. Left voice message.  I looked into the account and he did prepay when we did aerification, he added seed which was not prepaid for.

  So it appears the balance $321 is still owed.

   

  ***** *****

  Manager

  Customer response

  02/17/2022

   I am rejecting this response because:
  
  I prepaid for my service in the very beginning; and no additional service was applied or added. I do not owe anything to this company and I do not appreciate the threats to turn me over to an collection agency. I want the harassment to stop and I want my account closed permanently. 

  

  Business response

  03/02/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 3/1/2022]]

   

  The company has made several attempts to contact the customer and customer is failing to call back.

  Customer response

  03/02/2022

   I am rejecting this response because: I do not owe $107.00; because no additional service was provided. I paid for my service in full at the beginning of the year. This was my complaint in the very beginning; that I am being turned over for collections for something I do not owe. Do I need to obtain a Lawyer to fight this nonsense in court? 
  
  
  

*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. ↩