Complaints

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• Initial Complaint

  Date:08/15/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Date: 05/16/22
  Family tree $ tractor: hired to cut two trees and completely grind mulch
  Work done: company left the big tree stump and did not grind it
  Amount quoted: $5300
  Amount paid: $5150
  Estimate number: 0001010
  Customer #: 634
  Cost to hire another company: $500

  Business Response

  Date: 09/26/2022

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

   

  • On March 11 we were matched to ******** ****** through Angle's Leads for tree removal service.
  • Contacted ******** on Mar 12 and agreed to do an estimate on Mar 14. While **** was there, he called and spoke with ******** as she was still out of the state at the time. They discussed that grinding the large stump would require access to the neighbor's yard and removal of the fence panels to give access to the stump grinder.
  • Emailed the estimate to ******** on Mar 14 for $5000 for two tree removals and stump grinding on the smaller tree only. See attachments
  • On May 3rd, ******** requested the dates on the estimate be updated to current as the estimates are only good for 30 days, as stated on the estimate. **** and ******** also discussed over the phone, grinding the large stump and the estimate was increased to $5300 to include the large stump.
  • Family Tree and Tractor updated to dates and resent the estimate, ******** accepted the estimate for $5300. The job was scheduled for May 16
  • During the week of May 9th, the mortgage or title company for ******** sent a check for $5000 made out to Family Tree and Tractor Services. I, *********, immediately called ******** to let her know it had been sent here to us. I asked if she wanted it sent to her or if she wanted us to hold it. I assured her the funds would not be utilized, and her account would have the credit until the job was completed. Our company policy is never to take a down payment or ask for payment until the job is complete and the client is satisfied. This conversation all transpired over the phone so there is no record of this, unfortunately. ******** agreed to not have the check sent back to her.
  • On May 10th, per ********** request, a COI was sent to ******** due to her neighbor giving her a hard time about having the tree removed. The neighbor lady did not want it removed. Please see the email and work request on May 11 and 12 questioning the laws governing tree removal in Florida.
  • Please see Family Trees' response on May 12 reassuring ******** that she is well with the law to have the tree removed, including the links to the Florida Statutes regarding tree removal and Florida Fence and Property Law.
  • In the meantime, it has been two months since the original estimate so **** went to the address again to ensure nothing had changed, as well as discussed with the neighbors that we would be bringing a crane in to remove the tree. This allows neighbors to move their cars away from the crane operating area and let them know we will be in there with large equipment, etc. At that time, **** spoke with the husband of the neighbor who had an issue with the tree being removed. The husband did not say anything about a problem and gave Family Tree and Tractor permission to use their driveway for our bucket lift truck to assist the crane with the removal.
  • On May 13, the neighbor texted **** saying he had changed his mind and that we could not use his driveway. He also began requesting permits to have the tree removed. We explained to him that permits were not required. We utilized Mike Selvig of Selvig Bros Inc as our Certified Arborist consultant. He was prepared to be on-site if needed to assure that permits were not needed.
  • On May 16 we removed the two trees. The neighbors harassed the crane, crane operator, and Family Tree and Tractors crew the entire time. They did not move their car out of the driveway either. When they began spraying a water hose at the crane and crew and sprayed **** in the face when he tried to speak to them, I, *********, called the police.
  • **** agreed not to have the woman arrested if she would stop harassing the crew. The neighbors refused to let Family Tree and Tractor on their property to do any cleanup or to complete the stump grinding, as the large stump base protruded just past the fence line. See pictures.
  • **** spoke with ******** and only charged her $150 for what we could get done with the stump grinding. They, **** and Jennifer, discussed several options for ******** to pursue. Due to us not being allowed on the neighbor's property, we would not be able to complete the stump.
  • In the next few days following the job completion, **** and ******** spoke several times regarding the completion of the stump. **** tried to explain the ******** that the small stump grinders she was looking at from Home Depot would not be strong enough to grind the stump. He spoke with her about getting someone to do the fence panels, etc. since we were not able to come back and be on the neighbor's property in any way. We are not sure where the disconnect/miscommunication grew from, but the original job was for $5300 to remove two trees and grind two stumps. It did not include any fencing or any other kind of work.
  • She was only charged a total of $5150, with the verbal agreement that if we were able to come back and had permission to go on the neighbor's property, we would finish grinding the stump for the $150 difference from the original $5300. Our stump grinders cannot get right up to the fence like she believed they could. They are large Vermeer SC630B and SC252 grinders.
  • She never paid us for any fencing, or panels, In ********** email dated May 21, she outlines what I have summarized above about ****'s recommendation for her option going forward IF we were able to come back. The neighbors never have given us permission.
  • As you will see in email, text and work order requests after May 16, ******** was not able to understand that we could not do the work. I had to discontinue conversations with her as she continued to less and less understand that we could not do anything if we could not get the cooperation of her neighbor. They very bluntly stated to me over the phone that our company could not come, but ******** could get anyone else.
  • I do not agree that we owe her any money. We did not charge for anything we did not do. I am sorry that we were not able to complete the stump and that this has become such a stressful move for her, but if anyone owes her the difference between the $5150 that she has paid us and the grand total of $5650 that she has paid out, I would say it is her neighbor.