Complaints

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• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair 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.

  A tree in my parents backyard was struck by lightening during a storm. We were afraid that the tree would start to fall on its own. It was a large tree that divided into sections about 6ft. in the air. The lightening split 2 sections so the tree was dangerous and we needed it taken down right away. My parents asked me to help find a company to do the work. It was an emergency so I googled tree sevices and found the Aardvark Tree Service in ***********. I called and they came out the next day to give us an estimate. By the time they arrived, a large branch had already fallen off it into the neighbor's yard. The Aardvark Tree Service filled out a paper saying their estimate to take the tree down would be $5500.00. I agreed and the boss there, *******************, used a laser pointer to show me all that they would take down. They said they would leave the ***** and I was fine with that. He said he would have to come back a different day with a lift truck to do the job. He insisted on us paying in advance. I paid the $5500 with a **** credit card and then 5 days later ******************* said theyd come back only if we paid another $4000. I can not afford that and when I told him I had already paid for the job, he first said he never took the payment, even though the charge was on my card. Then he tried to say the job was already done. It definitely was not done! I called my **** card immediately to report what happened hoping to get my money back. I later found out from a different tree service that the Aardvark Tree Service has a reputation for scamming senior citizens. I was informed they've done it before. They charge in advance and then don't do the job until they are paid even more money. That's aweful! I should not have to pay the $5500 they charged to my card. They lied to me about how much it would cost and did not do the job even though they charged me in advance for it. They are liars, scammers, and very unfair. They should not be allowed to treat customers the way they do.

  Business Response

  Date: 08/20/2024

  In response to the complaint by the daughter of our customer, I have attached the contract for the work done at the end of July 2024. The first line on the contract states that we would be removing a fractured co-dominant section of the water oak back to the origin. It does not say anywhere on the contract that we would be removing the entire tree. Our customer had a clear understanding of the work that was being performed and the price for that work. The complaint filed by the daughter states that she thought we were removing the entire tree. That is not what the contract says. Our estimator did discuss removal of the remainder of the tree as a separate project for an additional-yet to be determined price. Payment for the work on the contract was taken only after the work was completed. It is our company policy never to take payment before work is completed as agreed and that is exactly what we did. Our crew was at this job for an entire afternoon. In addition, we rented a lift to make sure the job could be done safely. The price of this job is completely in keeping with our usual rates for the time spent on the job. Our customer's daughter was not a part of these discussions. It appears that she misunderstood the scope of work and did not read the contract. As far as what another company had to say about our policies, they are misinformed. If there are any questions about the contract or the scope of work performed, please feel free to reach out to our estimator at ************ or the office at ************.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22120979
  
  I am rejecting this response because:
  *******************, employed by aardvark tree service, stood right next to me with his laser pointer and showed me how he planned to take down the tree. He TWICE said that his "business partner insisted my parents and I pay in advance for the job." He said that he "would accept my **** card payment and would ASAP with a lift truck to do the job." He never returned the next day. After the tropical storm, that following Wednesday, he finally responded via text message and said he "would return and do the work for an additional $4000." When I refused to pay more he FIRST said he "never took the payment". He flat out lied. When I told him the charge had posted on my **** ($5629) he THEN said he had charged me because "the work was done". That makes no sense! He wrote out the job and his total cost ON the paper. He charged me in advance and never did the job and refused to come back unless I paid another $4000. He lied to me and scammed me. I should not be responsible for paying for a job not done. I believe he purposely waited several days for the charge to post on my **** before contacting me and asking me for more money. I found out after from a different tree service that aardvark tree service is "known for scamming people....especially senior citizens." I should not pay for a job they charged me for and then didn't do. They diliberatley scammed me. 
  Sincerely,
  
  *********************

  Business Response

  Date: 08/21/2024

  I believe the misunderstanding is in large part because ***** was not present during the original estimate. She was only at the job site a few minutes during the actual job. At that point, *** did use the laser pointer to show her what the plan might be for the rest of the tree based on her father's request about additional work.  Again, if you look at the contract, it clearly states "removal of fractured codominant section of water oak back to origin". Everything else on the contract speaks to the location of the limb and the plan for removal. The price for that work was $5500. The payment for that work was collected after the work was completed. Based on the rental of the lift to do the job safely, the size and skill level of our outfit, and the overhead for a company this size, that is a fair price in this industry. Based on your texts with ***, I can see that you were confused about the scope and price of the work. He did try to clarify what was on the contract in those texts. At that point, you stated you had spoken to another tree company who said they could do it for a lot less. That is certainly your right to hire another company to complete the additional work. However, we have a signed contract that is very clear about the scope of work and the price for the work that we completed. We don't change our price because someone says they could do it for less. We did the work that was stated on the signed contract, and we should be paid for that work. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22120979
  
  I am rejecting this response because:
  I did not misunderstand anyone. I had ******************* from Aardvark repeat himself twice to me in person, standing right next to me. He clearly stated that he "needed to charge me in advance for the work because his business partner insisted customers need to pay in advance." Now ******************** is claiming they never take payment in advance. Nobody would agree to pay $5629 for a "limb" to be removed. That's absurd. That was not the agreement. ******************* showed me with his laser pointer TWICE how the tree would be taken down to a *****. He said they would have to come back with a lift truck (and if a lift truck needed to be rented...the customer should NOT be paying for any equipment that a company does not own) and the neighbor was asked for permission to use her yard to drive the lift truck into when Aardvark came back to take down the tree. That's why they had her sign the work form receipt. I was there for more than a few minutes like they are trying to claim. The job was explained, the Aardvark Tree Service took the payment in advance, then almost a week later, ******************* texted me that they wanted another $4000 before they would come back to take down the tree.

  While I stood right next to him, ******************* with his laser pointer, even stated that the company "should charge an additional $1200 but the whole job would be done for $5500." He repeated it TWICE and CLEARLY stated that his "business partner insisted the customer pay in advance." I fully believe the Aardvark Tree Service scammed me. And the company I found afterwards was referred by a patient of mine and that company told me that Aardvark has a reputation for scamming people. He said Aardvark Tree service has a reputation for charging in advance and then not coming to do the job until they get even more money from the customer. That's exactly what ******************** Tree ********************** did to me. And that next tree company also stated that no tree service should pass equipment rental fees onto the customer and a lift truck at most would be $600, not $4000. They also said a tree service should never take payment in advance the way Aardvark Tree Service did.

  My **** credit card did an investigation and removed the Aardvark Tree Service charge from my card today. Even they agreed Aardvark Tree Service tried to scam me. They removed the fraudulant charge and I am exceedingly grateful. 
  Sincerely,
  
  *********************