Complaints

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• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  The job happened on 9/23. The company came to trim a large redwood tree and two smaller trees. During the job the crew damaged a landscape light, the chimney of a wood fired oven and a large concrete paver. The damage was caught on video by a surveillance camera. The quote to replace the paver is $1600.Ive contacted the company which offered $100 to replace the broken landscape light but refusing to accept any responsibility for the larger damage. They had claimed to be fully insured but refused to involve with their insurance when I asked to.

  Business Response

  Date: 10/17/2023

  Last email correspondence sent to client: 9/29/23.

  Dear *************;******/Invoice#****,

  
  
  
  
  dropping a limb which fell to the ground.
  However, we cannot verify from the footage that it damaged your concrete, property, etc.
  
  
  which is listed at approximately $100.00 plus shipping/handling, taxes, etc.
  
  we will mail you a check for the precise stated amount for your Amazon purchase.
  
  we at MTSWV are NOT necessarily admitting any fault for these or other damages. 
  We are only doing so as a compromise; after the fact.
  
  which details at length, our policy of not accepting liability for any incidental damages for property 
  which are in the vicinity of the tree work and may act as an unforeseen obstruction.
  
  
  
  
   both **** and I were onsite in the morning to direct the crew and get them started on the job. 
  We instructed them on how to properly close both sides of the gates but they failed to do so at the end of the day, 
  This was their responsibility and they failed to do so. As such, **** apologized for their failure to comply.
  
  **** and **** again returned onsite to inspect your initial concerns about the Saturday job.
  **** engaged in a lengthy phone conversation with you about how to rectify the outcome of the job to our mutual satisfaction.
  
  **** acknowledged all of your feedback and agreed to discuss your viewpoints with our crew in an effort to improve overall company performance.
  
  The photo for the Tuesday pruning is included in the final invoice.
  
  our crewmen returned to complete the additional pruning. 
  There were several other crews who where working on other projects on your property; under the supervision of your spouse.
  
  
  
  
  
  Pleaes reference Line Items #4-5 in the updated proposal which were sent to you in two emails but later waived as a courtesy.
  
  
  ^In addition, **** will like to remind you that you contacted us via email with photo attachments on the morning of the job, Saturday, 9/23, around 12:03am.
  It would seem you were requesting additional work via those photos in your midnight email.
  
  
  
  Thus, **** authorized the crew to perform your additional requested work as depicted in the photos you sent.
  **** quoted an additional $600.00 for the same day, change of work order.
  
  
  Remember that **** and I were both in telephone communication with you on Saturday morning when we had to work with you and your neighbors to move an unknown car near your house, etc.
  
  **** then agreed, through me, to reduce the same day upcharge from $600 down to $300.
  
  
  
  Due to the dissatisfaction resulting from our Saturday job, **** spoke to you by phone on Monday from your jobsite. 
  He agreed to honor the original quote of $5450.00 without any additional upcharges.
  We also agreed to return the following day to complete the courtesy final pruning you requested.
  You agreed to these terms.
  
  
  For the record, your final $4905.00 check #**** was processed on 9/23/23 and I then closed your invoice.
  
  We here at MTSWV have your invoice listed as closed as of 9/23/23.
  
  
  And to reemphasize the earlier stated decision by *******************, should you accept a $100+ (plus shipping, handling, sales tax) check for your damage claims, we at MTSWV will consider the matter totally closed upon your cashing of such a check to be mailed to you.
  
  
  
  
  
  
  
  
  
  
  
  Best regards,
  
  Monster Tree Service of West Valley
  ***********************************************************
  ************
  ******************************************************
  Arborist Services in West Valley | Monster Tree Services (whymonster.com)

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20697438
  
  As already communicated in the email on 9/29 I reject this response because the damage did happen during the work. The paver was intact before the job. The video shows a very large log falling exactly on the corner of the paver that was damaged.
  
  Sincerely,
  
  *****************************