Complaints

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• Initial Complaint

  Date:06/22/2023

  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.

  March 28, 2023 Jimmys Trees trimmed our trees and did some tree removal. March 28 I called and asked to have their arborist come out and look at the trees and see how they could fix what the trimmers did: Magnolia hacked on top and crooked, Maple lopsided and pine tree not sure they took the correct piece off. Instead of talking with us they sent a crew back out and trimmed more just looked worse after that so I called again finally spoke to **** the arborist who agreed the magnolia looked chopped up on top and would look at the maple and see what she could do. She came to our home I was not there she did not call me she spoke with my husband and then later had a crew come by and only cut the same side of the maple making it even more lopsided. I called and emailed **** after that and her response was "obviously you will never be happy I only came out to make you happy the trees were cut right the first time" She never said that before. I proceeded to call the office and ask for the manager or the owner a week went by and no one contacted so I sent the invoice paid for the removals (unfortunately-found out after what a poor job they did with the removals) Paid $2430 of the $3205 and aske that they call me. No call and when I called back to talk to owner the person on the phone said all they will do is take a message they would not even give me a managers name and the owner refused to get on the phone.Then i got a letter 5/11 from owner stating(on the back of an invoice so did not even realize there was a letter at first- its my husbands fault he told the last crew how to trim the trees and threatened a lien and insisted on payment. my husband went to the business paid the $775 and ask that they do the right thing have another arborist come out and make the trees right they were rude and have refused to come out and fix out trees. They are the professionals should know how to cut the tree. We just want our yard to look nice. Thats why we hired a "profess"

  Business Response

  Date: 06/28/2023

  We respectfully submit the attached documents for your review.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20221608
  
  I am rejecting this response because: they made false statements please see attached comments and emails

  It is disappointing to hearof Ms. *************** to the Better BusinessBureau about workcompleted by Jimmys Tree Service. Numerous written and verbal conversations occurred to try to appease this dispute as it is our goal as a well-established and professional tree care companyto do our best to satisfy our Customers. I will attach written correspondence with ************** as well as include a timeline of services rendered. Repeated and thorough efforts were made by Jimmys Tree Service to placate and finalize work at **************** residence.
  Response: I have also attached the emails and letters pleading with this company to make this right.
  I would expect a well-established professional tree company to treat their clients with respect and honor their requests not just attempt to placate, appease or pacify them.  Unfortunately this company caused themselves additional time and efforts by trying to placate us instead of listening to what we wanted and by not doing  the job correctly in the first place.  This has been going on for 4 months now and it is exhausting on top of the fact that now I have to hire someone else to rectify the mess that they made.  The job is still not finalized but after the poor treatment and poor work I will need to hire someone else to fix the mess they left.
  The job at *************************** on March24 2023. The Arborist met with ********************** in the morning and all trimming and removals were discussed and decided upon with the Arborist and Crew Leader present. The only changeat this time was the decision by ********************** to trim a Magnolia tree rather than remove it. ********************** made the decision to top the Magnolia to remove an out of character tall center leader. This was done to encourage a tighter cone shaped growing pattern. No other trimming was recommended due to the Magnolia being full of buds. It was discussed that the Magnolia could be trimmed at a laterdate to even out a naturally occurringunbalanced canopy.
  We decided after the initial estimate from ***** that we wanted the magnolia trimmed instead of removed we had asked for a price for it to be trimmed and to be removed and we were told it could be trimmed and fertilized and would be okay; so we decided we would prefer to keep the tree and just have it trimmed rather than removed. Again they blame my husband for topping our tree and cutting the leader!  They are the tree professionals and should have been telling us what needed to be done to trim the tree properly so that it would thrive and look good. If the arborist did not think that they could trim the tree without making it look chopped they should have told us up front!  It looked like a hack job on top in addition to how much more crooked it was after they hacked it.
  Two weeks later, on April 7" 2023, a crew was sent back to *************** residence to further trim her trees in accordance with her specifications. The Arborist was on site and showed the Crew Leader what was to be further trimmed.  After this attempt at appeasing **************, she emailed ************;Tree Service stating her continued discontent and intent to happily pay" for completed removals and hauling and landfill services only. We received check 129 for $2,430 on May 4" 2023. This email was sent April 28'* 2023.
  It took 2 weeks from when I called the office requesting the arborist call me and after speaking with her and requesting that she come take a look at the way my trees were trimmed and to make a recommendation to me on how to fix them but instead they just sent out a crew without **** ever getting back to me!   If **** would have honored my request on  March 24th the day of the initial job and spoke with me about the trees instead of just sending a crew to my house to make the matter worse perhaps we would not be in this situation but she did not call me even though my request to her and ****** was to have the arborist call me please because I would like to talk with her and have her come and look at the trees and tell me what they could do to fix them.  **** claims that she sent the crew back to further trim the trees to my specifications I never gave her any I only said they were crooked and looked hacked can she please come take a look and tell me how they could fix them!  Again with the appeasing how about just do the job right from the start and if something is not right fix it!  I did send an email on April 28th because again I had not heard back from **** but received another bill and because this was taking so ridiculously long I wanted to at least pay for the parts of the job that had been completed! (turns out that work was not done properly either but we did not find out until we went to plant new plantings unfortunately) I was not trying to not pay or cause any issues I just was making upgrades to my home and wanted it to look professionally trimmed.
  Monday, May 1" 2023 our Arborist called ************** to remedy the situation. The Arborist expressed desire to meet with Ms.******?specifically (as ********************** was present for the writtenestimate and the beginning of the work, not *************). ************** stated she would be unavailable due to her work schedule and ************************** and our Arborist scheduled further trimming to be completed with ********************** present on May 5" 2023. 
  Yes I spoke with **** (who signed this letter not sure who wrote it) but I was never asked to meet with anyone!  I asked **** if she had seen the trees and she said yes again I asked her to come look at the trees I told her I would not be home I work in *************** currently. She went to our home and walked with my husband who she blames this all on and said he told her to cut the same side of the tree and make it more crooked!  This is ridiculous already!  I spoke with her on the phone told her the maple was crooked only trimmed on the one side and that the magnolia looked chopped up on top with that information she could have looked at the trees and explained to her crew how to make them look good or explained to me what could or could not be accomplished. But once again she said nothing to me about the trees being fine but she will cut them anyway never not once did she say this!
  May 5 2023, our Arborist met with ********************** and discussed *************** concerns with trimming. It was discussed the trees were appropriately and properly trimmed, but that further trimming would happily be completed to appease any discontent. Few trimming options were discussed and Mr.
  ********* and our Arborist agreed to remove smaller  green foliage on the Right side of the Maple,  as they wanted more space beMeen it and the neighboring Norfolk Island Pine. The decision was made to raise the canopy further on the Left for an even appearance.   The Magnolia was discussed in depth.  It was stated that the uneven appearance was not due to our trimming  as we only removed  a center leader. It was  agreed that trimming the Magnolia later that year would be ideal, as Owner did not want to lose flowers by trimming currently. A few other Laurel *** limbs were discussed and removed as well.
  
  Never were we told once that the trees were appropriately and properly trimmed (please look at the pictures) and never did she say further trimming would be done to appease this is ridiculous!  Again they blame my husband why in the world does an arborist need to ask how to properly trim a tree and why when an arborist looked at the tree couldnt she tell that it was lopsided!  The oak is my neighbors that they also did a poor job on!
  After the thirdscheduled trimming, ************** continued to express her discontent over email on May 5" and May 8' 2023. At this point we communicated that the treeshad been properly and thoroughly trimmed after our original appointment and twice we had attempted to satisfy ************** with further specified trimming, but that at this pointin time it was our professional opinionthat the treeswould not benefit from any furthertrimming and ************** would also not be satisfied from any resulDof further trimming. We penned correspondence (attached) stating our concerns and attempts to pacify the situation, and we would not be returning for any furtherwork as we had completed (three times over) the items invoiced. We asked her to remit payment again at this time.
  Yes I did receive an email response on 5/8 and this was the first time **** ever said anything about the trees being trimmed properly the first time if that was the case she should have told me that on March 25th!  Then she stated that she does not believe I will be happy with any further work they do!
  
  After ***** email on 5/8 claiming I will never be happy I asked who I needed to speak with regarding this and not one response again from her until I contacted you. Additionally for 10 more days I made attempts to call Jimmys trees I left a message on 5/8 with a lady and said I would like to speak with a manager or the owner she took a message.  3 Days or so went by and I called again and asked to speak with a manager and I let the lady know that no one called me back and could she tell me the managers name and she said all she could do is take a message.  I called back and I heard someone ion the background say that is the same number! Obviously they did not want to speak with me and were ignoring my messages! Very unprofessional!  I pleaded with the lady to have the manager or owner contact me or to have ***** the guy who did the estimate come back out.
  On May 18'* 2023, ********************** came into the office and paid the balance due. Shortly after,************** asked for a refund for the trimming and stated her intent to contact the Better Business Bureau and leave defamatory online reviews if we did not comply. Until receiving her complaint to the Better Business Bureau, we had notheard of any discontent withthe Pine trimmingor any removal services we rendered and were happilypaid for by **************(May 4" 2023, check 129 for $2,430).
  On May 18 without a call or any other contact from Jimmys I received a notice to owner and an invoice.  I sent my husband down to their office to pay because I do not want them to put a loen on my home maybe this is how they operate bully the homeowner anyway we paid under duress as was stated in my email to ****** on 5/24 where I once again asked for her to please come look at my trees or to have ***** come out.   Additionally I gave this company every opportunity to work directly with me they could have had ***** come back out or one of the owners but they chose not to.  And I absolutely want a refund so I can have someone fix my trees; I gave you all of the opportunity for months to make this right and as a consumer I have a right to let other consumers know what you have put us through and to see the mess you made of our trees.  Never did I say that I would leave a defamatory ****** I did say I will be sure to let everyone I know and make it known on every site possible the experience I have had with your company and that I had for years recommended your company and will be sure to let everyone know how Jimmys trees treated me and hacked my trees!
  It is our hope at ******* TreeService that you acknowledge our sincere and exhaustive effortsto placate this discrepancy with ***************This is a small familybusiness with over 50 yearsof operation in **********, *******. We take pridein our employees and our professional work. Numerous hourshave been spent attempting to remedy this situation and defend our business practices. Any further questions will be happily answered promptly.
  It is still my hope that Jimmys trees stops blaming us for the poor job they did and apologize for the treatment we received. With 50 years of operations you should not need to ask a homeowner how to cut a tree properly.  If you truly took pride in your work then you would have done the job right the first time or upon seeing a mistake rectified it promptly and professionally.  We work extremely hard to take care of our home and we spent thousands of dollars to have this work done professionally this is a lot of money to us maybe to you we are just a small job that does not matter an that is truly a shame!  Please refund our money so we can hire someone fix our trees.  
  ******* & *****
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/18/2023

  Please review attached correspondence.