ComplaintsforCharter Oaks Tree & Landscaping Co., Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full for dozens of trees to be removed and for stump grinding for almost 10K. In order to remove dead trees and to clear an area to grow grass to extend the back yard. This was done on a very wet, rain, muddy, week. I was left with a drive way full of mud that I had to beg and provide pictures to prove that it was extremely bad for them to come back and attempt to clean it. This wasted so much of my time dealing with "proving" the condition they left. This mud ended up on my epoxy garage floor also making a mess due to it not being cleaned immediately. Than as I began the process of preparing the ground for grass 5 stumps were located that were very clearly in this area that was to be flattened out for the additional yard. Again phone calls, text, pictures and just being ignored day after day because they don't want to provide what I already paid for, which was all stumps in the future grass area to be ground down. Also my neighbor cut down about a dozen of these trees and removed them and I didn't get a dollar discount from the original quote which was based on each tree to be removed. Again less work but still the same charge. The condition of the yard was very muddy from the equipment with deep deep groves and I understand how the stumps were left but that is still not acceptable for them to acknowledge it via text at 10pm at night than go silent and ignore me, and not correct their mistake. The text message seem to try to blame me for paying in full as if that wasn't my only option because Im a good person but they fail to complete a job or correct their mistakes.

  

  Business response

  09/15/2023

  We appreciate you bringing your concern to us and see where we were at your location approx. 6.5 months ago. We researched your concern in regards to the price and see an adjustment of $300 that was given. Unfortunately sometimes when trees are removed after we give our estimates it makes it harder for us to do our job because we are depending on certain trees to use as rigging points and that is what makes our job so complicated. We see the production notes that the estimator wrote in your file that the discount that was given was based on a courtesy rather than a savings of time for us because it actually made our job slightly more difficult not having the advantage to rig to the trees that were there at the original time the estimate was given. As you said the job was very large and it also appears that this job was based on winter pricing and we had to work under the terms that mother nature gave us in order to keep your job eligible for the special winter rate reduced pricing. Jobs of this scale and jobs that have to be done in the rain does not promote the best conditions. It was our understanding that you were wanting to keep the discounted pricing and that is why you agreed for us to arrive when we did to get your job done prior to our normal rate pricing going into affect. 

  Customer response

  09/26/2023

  I am rejecting this response because: I am rejecting this response because: they did not even address that they didn’t remove all the stumps that they were paid in full to remove. There are 6 stumps in my yard right now that I paid to have grinder down which they didn’t do nor have they offered to do so. That is fraud and there is a previous complaint on your site with the exact same complaint failure to complete the job they were paid in full. 
  
  Regards,
  
  Susie Cider

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 5 small stumps in my yard that needed to be grinded down. They only did 3 of the 5 stumps and tried to charge me for all 5. The owner Teri, accused me of lying and not wanting to pay. I sent photos of the stumps still in my yard and she actually said I was taking pictures of different stumps, not in my yard. When I let them know the job was not complete and that I wanted my bill adjusted or the work completed, she refused. She called me 9 times in just one afternoon and sent me 7 text messages that same day, just wanting to scream and threaten me. She has now said that she is sending me to collection and putting a lien on my home for $200 worth of work that her company did not complete. Teri is beyond unprofessional. She had no interest in resolving the issue and providing customer service. This company did not complete the work and is now demanding payment and threatening me with legal action when they did not complete the work.

  

  Business response

  06/27/2022

  Our goal is to provide prompt and exceptional service to every customer.  Ms. ****** requested an estimate from our company for stump grinding on 5/9/22 at 3 pm for which she provided photos.  We emailed an estimate to her on 5/10/22 at 7:38pm. On 5/10/22 at 7:42pm she authorized the work to be done.  We schedule our customers in the order in which they approve the work.  We serviced this customer 8 business days after receiving acceptance of our contract.  On 5/19/22 at 7:27 pm, we informed the customer that we would be out the following business day (5/20/22). At no point did Ms. ****** express that she was unhappy with her estimate or the date that she was provided.  We would have been out a few days earlier had the ground not been so wet due to recent rain.  Attached are photos of the original 5 stumps that the customer contacted us about grinding along with photos of the 2 stumps she alleges that we missed.  The customer was at home when we did the work on 5/20/22.  An invoice was sent via email on 5/20/22, 5/24/22, 5/26/22, 6/3/22 and 6/15/22.  Ms. ****** expressed no complaints the day we did the work or during any of our attempts to collect payment until we notified her that our third party collection agency would be acquiring the debt due to non payment after 30 days.  Per our contract with our third party collector, they can take the debt at any point after 30 days.  As a courtesy, we were trying to prevent her from incurring additional fees and late charges.  Please see the photos provided of the 5 original stumps and please pay specific attention to the details as they clearly show different stumps.  We are willing to waive all late fees and collection costs if the balance is paid in full by Friday 7/1/22 as well as stop any and all legal proceedings that are currently occurring.  

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