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Business Profile

Tree Services

West Valley Arborists

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tree Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:12/22/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired WVA on 12/15/2022 to remove two birch trees in front of my house. As standard procedure, WVA subcontracted ********* to identify and mark any utility lines (comcast included) that may be in the work area. ********* failed to identify the ******* line and in the process of removing the trees, the WVA crew broke my comcast internet line and did not notify me. In order to restore my internet service so I could continue working from my home office, I had to use extra data from my mobile carrier and purchase hotspot equipment and service. ******* told me it could be up to 14 business days to restore internet so I needed to an appropriate solution for that length of time. WVA refuses to provide any compensation because they have a release of liability against damaged utilities. However, their subcontractor **** ****** failed to perform their duties.

    Business Response

    Date: 01/12/2023

    Business Response /* (1000, 6, 2023/01/05) */ We value every client and take our responsibility of working safely in the highest regards. In preparation for stump grinding, we do two things: First, we submit *************** ticket to all utility providers in the area (giving them the opportunity and obligation to mark any underground lines that they may have) and second, we alert our clients that because we have no way of knowing what is underground on their property, that we can't be held responsible for any damages that may occur. Furthermore, we proceed cautiously despite the use of heavy equipment and if/when we encounter something beneath the soil surface, we alert the client. We did all of those things for our client, Mr. ***, to the best of our abilities: 1. All utility providers, ******* included, signed off on the ticket as being "all clear - no conflict" so we proceeded with the tree removal and stump grinding. 2. We proceeded with caution. 3. It was not visible - We did not see or know we had damaged an underground internet line until we were informed by the client so we could not alert him. We are very sorry for the damages and for the upset and inconvenience this situation has caused our client however we also feel strongly that: 1. We followed our protocols / promises made to our client and did everything in our power to ensure satisfaction 2. We would not have ground the stumps of the trees we removed had the "all clear" not been given by all parties involved. 3. The correct party to hold accountable is ******* for failing to identify the ******* line. That said, we believe in the customer service we strive to provide and have again tried everything within our power; spending days advocating on our client's behalf and trying to reach someone at *** and/or ******* to see if there is anything that they can do to satisfy our client's wishes for reimbursement. While we may have spared our client two days of the run-around, we have been advised that (because it is Mr. ***'s account) he will have to file the grievance with ******* directly. We have notified the client of our efforts, expressed our apologies once again and will be happy to assist further in any way that is reasonable and possible. Business Response /* (-10, 7, 2023/01/05) */ Business supplied email: ***************************** Use this address for any contact with the ********************** Consumer Response /* (2000, 9, 2023/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am in agreement with West Valley Arborists response and agree that the party at fault is *******. I have initiated the complaint process with ******* to seek reimbursement.

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