Complaints

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.

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service 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.

  While we were in ******* at the end of October, the neighbor had threatened that he would cut down the tree if we didn&#**;t do it last year in May 2024. The tree was cut on Dec. 14th. So the neighbor took it upon himself to contact the tree service to cut the tree down. The neighbor said to leave the brush in our yard. He said we were not ok with this. No one contacted us that the tree would be cut and that the brush would be left in our yard. Then the same company refused to pick up the brush unless we pay them $200 to pickup the brush because we didn&#**;t give them permission to do it. I would like for them to come back and pick up the brush because he trespassed illegally and we did not approve of the whole thing.

  Business Response

  Date: 03/10/2025

  Hello, my name is ****, and I am responding to a complaint I have received with the BBB. In December of **************************************** to give him a quote on trimming some tree limbs. When meeting, it came to my attention that this tree was on the property line and the limbs that he needed trimmed were hanging low into his yard, blocking him from mowing. The limbs were inside the customers property line. Although I do not know whether my customer or the neighbor is telling the truth, I was told by the customer that this tree work had already been discussed and agreed to. I was told all I needed to do was trim the limbs and the customer and neighbor would handle the clean-up. This being a small job, but always needing at least two men on every job, we took it upon ourselves to help further by offering to stack the brush in a pile for easier clean up (This was not part of the agreed work, but merely an act curtesy). We asked the customer where he would like this stacked. He told us to stack it near the sidewalk in-between his and the neighbor's property. This location was explained to be the easiest spot for him and his neighbor to access the brush for clean-up. About a week later the neighbor called me saying he was out of town and the tree trimming was never discussed with him. I told him I'm sorry and that I honestly had no clue. After that, I spoke to the customer who said the opposite. The neighbor then called again threatening to press charges if I did not clean up the brush. I was advised by an attorney to not get in the middle of a "he said she said" dispute between neighbors. I was told to block the number and allow the neighbors to deal with their own issues, so that is what I have done. I do not believe we are in the wrong for doing this and I apologize to these people for their inconvenience. But I will not be bullied into handling their neighbor dispute for them.

  Customer Answer

  Date: 03/17/2025

  Complaint: 22999781
  
  I have reviewed the business' response and am rejecting it because:
  
  

  The original complaint was spoken verbally over the phone to the BBB. (which we did not get to read the written version until after Owens ********* had been contacted with it):
  
  
  What we would have liked the official complaint to say is: 
  
  
  (Vails response)
  We went to ******* at the end of October 2024 for the winter. In May of 2024, *** **** (our neighbor) had threatened us to have the tree cut back over his property. He told us we had 30 days to trim the tree or he would cut the tree back to the trunk and pile all the limbs on our front porch. On December 14, 2024. we were contacted by a local resident at home telling us that Mr. **** had the tree cut back and piled a large amount of limbs in our front yard. We immediately contacted the ********************************* Deputy ********* was the officer sent to Mr. ***** house regarding the complaint. Mr. **** reported to Deputy ********* that he had our permission to cut the tree and we had asked him to leave the limbs in our yard. This is a complete lie, we havent been on speaking terms with the ***** since 2021.
  
  
  Hello, my name is ****, and I am responding to a complaint I have received with the BBB. In December of **************************************** to give him a quote on trimming some tree limbs. 
  
  
  When meeting, it came to my attention that this tree was on the property line and the limbs that he needed trimmed were hanging low into his yard, blocking him from mowing.
  
  
  (Vails response, see picture)
  This  is an image from ****** earth that was taken after August 7, 2024. There are clearly, no low hanging limbs, on this tree that would block Mr ***** from mowing. Mr ***** property boundary marker which is the 4 utility pole proves that this tree is not on the property line.
  
  
  (Vails response, see picture)
  They say a picture is worth 1000 words. This picture was taken by a family member from the southeast corner of our front yard facing west shortly after Owens tree care cut limbs from our tree. Please explain how a tree on the north side of a picket fence that is approximately 6 foot north of shared property line that was surveyed in 2021  could possibly be considered on the property line? The tree trunk is at least 8 foot or more from the shared property line. Please explain how the limbs 20 foot or more above the ground on the east side of the tree that were removed by your company could possibly be close enough to the ground on the south side of the tree to block our neighbor from mowing his yard? The property lines are clearly marked by Mr ***** utility poles that he placed on the East and West corners of our shared  property line.
  
  
  Although I do not know whether my customer or the neighbor is telling the truth, I was told by the customer that this tree work had already been discussed and agreed to. 
  
  
  (Vails response)
  Our complaint against your company is legitimate. As a tree care service it is your responsibility to know the Illinois tree trimming laws and abide by them. Our rights as homeowners have been violated. Your company trespassed on our property and damaged our tree and possibly our lawn. You are responsible for those actions. Just because a repeat customer told you to do it doesnt make it right.
  
  
  If your company would have removed the limbs you stacked in our front yard as you stated they would do in our phone conversation on January 2, 2025, then all this could have been avoided.
  
  
  This complaint to the BBB is regarding  your company and your companys responsibilities.
  
  
  I was told all I needed to do was trim the limbs and the customer and neighbor would handle the  clean-up. This being a small job, but always needing at least two men on every job, we took it upon ourselves to help further by offering to stack the brush in a pile for easier clean up (This was not part of the agreed work, but merely an act curtesy). We asked the customer where he would like this stacked. He told us to stack it near the sidewalk in-between his and the neighbor's property. 
  
  
  (Vails response, see picture)
  The brush clearly isnt stacked on the customers property. It is stacked completely on our property and no where near the sidewalk. (See image)
  
  
  This location was explained to be the easiest spot for him and his neighbor to access the brush for clean-up. 
  
  
  (Vails response)
  This was done out of vengeance by the neighbor and he has no intention of cleaning it up. That is why he had it placed completely on our property. 
  
  
  About a week later the neighbor called me saying he was out of town and the tree trimming was never discussed with him. I told him I'm sorry and that I honestly had no clue. 
  
  
  After that, I spoke to the customer who said the opposite. The neighbor then called again threatening to press charges if I did not clean up the brush. 
  
  
  (Vails response)
  We never threatened him as the attached text correspondence will show.
  
  
  ****** first called Owens ********* 12/20/24 and left a voice message. **** ****** returned the call later that day. **** was informed that *** **** did not have permission to cut our tree and leave the limbs in our yard. **** apologized stating he was unaware. 
  
  
  On 1/2/25, ****** called Owens ********* again and spoke to **** ******* At that time we felt the authorities had had enough time to complete their investigation and we wanted the limbs removed from our yard. ****** suggested to **** that his company remove the limbs from our yard and **** *** **** since he was the one who instructed him to leave them there. He agreed to do that but stated it couldnt be done until the following week.  The following text message then took place.
  
  
  1-3-2025 sent by text message
  Hello this is **** ******, I have spoken to *** **** and a lawyer myself. After speaking to the lawyer I was advised that I can not do the clean up and send a bill to someone without their permission. I was told told we can do the job for you and then you can per-sue your neighbor for the money. If you would like us to come clean up the limbs it would cost $200 and we could do it next week.
  
  
  1-3-2025 sent by text message back to **** by *******
  I am truly sorry to hear that. According to the attorney we spoke with both your company and the ***** can be held liable for criminal trespass to our property. You cant legally cut limbs across the property line  or place the limbs in our yard  without our permission.  I dont think that will be hard to prove in a court of law. I  believe you should to talk to others and reconsider. You have a business and your reputation to protect. 
  ****** ****
  
  
  I was advised by an attorney to not get in the middle of a "he said she said" dispute between neighbors. I was told to block the number and allow the neighbors to deal with their own issues, so that is what I have done. I do not believe we are in the wrong for doing this and I apologize to these people for their inconvenience. 
  
  
  (Vails response)
  When you cut the first limb over the property line, you put yourself in the middle of this conflict. You did that with no permission from the homeowner. The bottom line is the limbs were placed on our property by your business. You trespassed on our property and broke Illinois law which states you cant put the limbs on our property without our permission. Therefore it is your responsibility to correct your mistake. We cant help if Mr **** lied to you. This mistake is on you and your business as its your responsibility to know the law and notify the land owner. It is also your responsibility to correct your own mistake.
  
  
  But I will not be bullied into handling their neighbor dispute for them.
  
  
  (Vails response)
  We dont consider contacting you twice by phone (12/20/24, 1/2/2025) and replying to your text message(1/3/2025) as bulling. 
  
  
  We are not asking you to handle our dispute with Mr ***** We are asking you to own your own mistake and correct it. 
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/18/2025

  Hello, this is my final response. I am sorry that this issue between you and your neighbor has happened, but I will not continue to go back and forth on this matter. I have contacted the original customer again explaining the situation. I was told he would be taking care of it. It makes me sad that you people are trying to hurt a local small business owner for an issue that was out of my control. I have considered cleaning up the debris for free just to make this issue go away. But as a lawyer has advised me, I have not. I have been told it is best to let the neighbors handle these issues and to stay away from both sides. So that is what I will be doing, once again I am sorry for this inconvenience. I will not be responding from here on. It would be nice if you would please stop trying to damage my businesses reputation.

  Customer Answer

  Date: 03/21/2025

  Complaint: 22999781
  
  I have reviewed the business' response and am rejecting it because:
  
  As weve told you, Mr **** will not be taking care of anything. He can not (nor can he send anyone else) onto our property without our permission. This issue isnt just going to go away because you are not responding.  All you have to do is the right thing. The issue of the limbs in our yard is your responsibility as you are the one who put them there. You were negligent when you placed them there without our permission. Well be coming home in a few weeks and will be pursuing a resolution to this issue at that time. Your businesses reputation will be built on your actions, not ours. You are not the victim here, we are!
  
  Sincerely,
  
  ***** ****