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:06/10/2025

  Type:Sales and Advertising 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.

  Our house was hit by a tornado in May, 2025. Our roofer suggested OLI Outdoor Service to remove a small tree in our backyard that was hit by the tornado. We did not work with OLI on a quote and they showed up and removed the tree which took 2 men 45 minutes to take care of. We were asked to sign paperwork after the fact and were still reeling from the impact of the tornado and signed, not seeing that there was an 8 hour minimum for the job. At the time of signing the job had already occurred. We received a bill for $13,500 for the removal of the small tree. We believe that the employees then went on to other jobs on the same day so the company was billing for multiple customers for the same 8 hour minimum on the same day. MO Code of State Regulations states it is an unfair practice to price gauge by taking advantage of a person's mental impairment or hardship caused by extreme temporary conditions, and charge substantially above the previous market price of the seller's trade. And is also unfair practice to charge within a disaster area an excessive price. We have reached out to the business and have not received a response. We have believe that this is price gauging during a disaster and have been charged an excessive amount for the service provided.

  

  Business Response

  Date: 06/10/2025

  First and foremost, we want to express our sincere sympathy for the hardship you experienced due to the May 2025 tornado. We understand that navigating the aftermath of a disaster is overwhelming, and we appreciate you taking the time to share your concerns.

  Due to the urgency of the situation and the safety hazards involved, our team responded immediately without a formal quoteas is often necessary during disaster relief when homeowners are displaced or under significant stress. Emergency services of this nature often require action before administrative steps like formal contract discussions can occur.
  That said, we take transparency very seriously. All of our work is backed by a clearly worded and legally binding contract, which the customer signed, acknowledging the termsincluding the industry-standard 8-hour minimum for emergency storm response. This minimum covers not just labor but the mobilization of specialized equipment, safety-certified personnel, fuel, insurance, and overhead necessary to respond in declared disaster zones. At no point are labor minimums shared across customers. Each job is tracked independently with labor logs and equipment dispatch records.
  The total charge of $13,500 is consistent with storm response rates for emergency tree removal under catastrophic conditions, especially when factoring in risk, urgency, and operating costs during a declared disaster. We categorically deny any attempt to price *****. OLI Outdoor Services complies fully with the Missouri Code of State Regulations and consumer protection laws. We are familiar with 15 CSR 60-8.030, and maintain that our pricing was fair, disclosed, and within the scope of allowable emergency service charges during a natural disaster.
  We were unaware that the customer felt their concerns had not been addressed, and we welcome the opportunity to speak directly to clarify the bill and offer supporting documentation. Our office may be contacted directly at ************** or via email at ************************************ We remain open to good-faith dialogue and resolution.

  
  Sincerely,
  ******* ********
  **************start="2646" data-end="2649"> OLI Outdoor Services

  Customer Answer

  Date: 06/18/2025

  Complaint: 23448358
  
  I have reviewed the business' response and am rejecting it because although we initialed a contract, we did not sign that contract until after the work had been performed and were under no assumption that we had agreed to a minimum of 8 hours of charges for the workers, equipment, admin staff, etc.  Again, the total time to take out the tree was 45 minutes. The attorney general allows an increase in pricing during emergencies, but it cannot be an unconscionable amount.  We believe charging for 8 hours for 45 minutes of work is unconscionable.  Moreover, we did not sign the contract until after the work was performed.  And please note that only 1/2 of the tree needed to be removed and we were not in an area that would be considered dangerous. We were charged 8 hours for cameras/clericals - is this admin?  What admin spent 8 hours putting a bill together?  There were not cameras on our job - there was a small tree that was removed.  We were charged for an equipment operator and 2 laborers although only two men were on our job.  We were charged a street bucket and root grapple - that was not used on our home.  
  
  
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/20/2025

  To begin, the date of loss is recorded as May 17, 2025, following the tornado that struck on the night of May 16, 2025. The contract we presented attached again for reference is the exact contract that was provided to ***. He initialed each section, acknowledging full transparency regarding the scope, rates, and terms.
  We want to emphasize:
  The 8-hour minimum is clearly stated on the signed contract.
  Our pricing structure is not only laid out in the contract, but also publicly available on our website 365 days a year a practice we follow for full transparency with every customer.
  The claim that no pricing was available prior to the work being performed is inaccurate. The pricing was presented up front, and the signature and initials on the contract confirm acknowledgment.
  The camera and clerical charge is tied to the photo documentation attached to this email. These photos show timestamps that verify the tree service was performed on May 19, 2025 after the contract was signed. This timeline confirms that the contract was in place and legally binding at the time services were rendered.
  The contract terms specify that it covers "work to be performed under this agreement" there is no requirement that the signature must predate the initial inquiry or emergency contact.
  If there are any additional questions or concerns, please dont hesitate to reach out. Were committed to resolving this matter professionally and with clarity.
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had a tree removal service completed March 28, 2025. I had started off with contacting OLI to try and get a clear estimate of how much services would be. The receptionist sent over a vague contract for me to sign that detailed how much services would be by an hourly rate including machinery used. I stated to the receptionist that services would be paid through a claim and I stated the amount I needed to stay within. I asked the receptionist if she could communicate with me when the workers would be present at my residence before starting the service so I could meet them at my residence to get an exact break down of what I the service would cost so I could stay within the my price range of the claim. I was told that I needed to sign the contract and that the crew and manager would be able to give me an exact quote before starting the service. The receptionist stated she would keep me updated on when the crew would be coming out but that she would be leaving at 5:00. It was between 4:00 when the crew arrived and the receptionist never notified me and I was still at work and not bale to get to my residence before the crew started services. A crew member rang my ring doorbell to notify me they were there to do the service and I asked him to give me an exact quote of what the service would cost and that I had a 3,000-4,000 limit for removal of tree services. The worker stated he would talk to his manager that was present and come back to the ring door **** and tell me the quote. No crew member came back to to the door bell and the crew did services without my permission and properly quoting me. The final bill I received was *********. Although I stated to the receptionist, and the crew that I had to stay within the price range of my claim, the service was still completed without my final approval. *** provided only 3 breakdowns that was not clear for the insurance to justify payment.

  Customer Answer

  Date: 05/20/2025

  Manager of *** has stated to my insurance that he had an extra charge to my final bill with equipment that was not used. *** has issued a mechanic lien on my residence despite knowing this service is to be paid through my insurance. OLI has not falsified and over priced the service done on my property.

  

  Business Response

  Date: 05/29/2025

  Thank you for your feedback. We appreciate the opportunity to respond and clarify the situation.

  
  We sincerely regret that your experience with our company did not meet your expectations, and we understand how frustrating it must be to feel that your budget and communication preferences were not fully honored.
  Regarding your concern: Our team did provide a service agreement outlining our standard hourly rates based on labor and equipment used, which is consistent with industry norms for tree removalespecially when circumstances make it difficult to give exact quotes upfront due to unpredictable variables like tree size, complexity, safety hazards, and equipment needs.
  We understand you communicated a target budget for the work and requested updates on scheduling and cost. While our receptionist made every effort to coordinate the crew's arrival and stated she would notify you, it appears there was a breakdown in communication toward the end of the business day when our team arrived. We apologize if the crew did not return to the doorbell to confirm the quote before beginning the work; this is not in line with our standards for client approval.
  Its important to note that our crews acted in good faith based on the signed agreement and our understanding that emergency work was needed and authorized. However, if you feel that the crew proceeded without proper final approval, that is a serious concern and we are reviewing our internal communication processes to ensure this does not happen again.
  As for the billing, our invoicing includes detailed labor, equipment, and time breakdowns. We understand that insurance companies can require specific formatting or documentation, and we are always willing to assist in clarifying or resubmitting invoices in a way that aligns with insurance requirements.
  We would welcome the opportunity to speak directly with you to discuss possible solutions or payment options and to help support your efforts in navigating the insurance claim process. We are committed to resolving this matter as fairly and professionally as possible.

  Customer Answer

  Date: 05/29/2025

  Complaint: 23317782
  
  I have reviewed the business' response and am rejecting it because: I still have not received documentation of the Lien being lifted after payment of this service.
  
  
  
  Sincerely,
  
  Chyniece *****

  

  Business Response

  Date: 06/03/2025

  Please see the attached lien release form.

   

  Thank you 

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I sincerely hope you do better in the future with how you uphold integrity to your customers. After the job was completed I wanted to utilize your business again and even refer the business to my neighbors. If it was not for the fraudulent price gouging and bullying tactics used I would still feel the same. In the future I am hoping this business moves with respect and dignity to provide services. 
   
  Sincerely,
  
  Chyniece Lewis 

• Initial Complaint

  Date:05/11/2025

  Type:Order 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.

  Company came out after storms Memorial Day weekend 2024 ( apparently had been in the neighborhood Saturday after the event looking for damage to know where to come back to the next day.) Were parked outside my house early the next day offering service. Charged an excessive amount for work ( claiming it was an emergency, weekend and holiday pay). No price ever listed on the contract. Company paid what the insurance said to be a going rate and check sent directly to company and cleared. Now insisting on payment in full from client, harassing ***** starting less than a week after job done about payment, increasing demands after insurance made it clear they paid all they were going to. Company has filed with a law firm to get money from me, going as far as to tell their firm I received full payment for *** and just have never paid them which is an incorrect statement and said law firm made demand I pay OLI what the insurance paid me. Insurance sent me money for the needed repairs to my home post storm NOT as payment for OLI and even that wasnt enough to cover the repairs to my home so it for sure wasnt enough to make full payment to OLI ( which is over $17,000). Unclear why OLI made the claim I was paid the money intended for them as insurance paid them directly to begin with. Company is price gouging and taking advantage of a natural disaster and has been reported to the attorney general of my state for price gouging.

  

  Business Response

  Date: 05/29/2025

  We appreciate the opportunity to respond and clarify the concerns raised.
  First and foremost, were truly sorry this experience has caused frustration. We understand that dealing with storm damage is already stressful, and its never our intent to add to that burden.
  Following the severe storms over Memorial Day weekend 2024, our crews were dispatched to assess damage and assist homeowners in urgent need. Due to the nature of the emergency response, our rateslike many in the industryreflect weekend, holiday, and emergency service conditions. We do not take lightly the responsibility of operating during a crisis, and our pricing is based on industry standards during such events.
  We strive to be transparent in our agreements. Our contracts outline that insurance proceeds may not always cover the full cost of work performed, and the homeowner is ultimately responsible for any remaining balance. In this case, we received partial payment directly from the insurance company, but unfortunately, the amount did not cover the full cost of services rendered. Our team has made several attempts to communicate and resolve the outstanding balance respectfully and professionally.
  Regarding the legal action: it is always a last resort. It is never our goal to create conflict with our customers, and we are open to discussing or further clarifying any confusion around insurance disbursements.
  We take accusations of price gouging very seriously and categorically deny that our pricing was outside the norms of post-disaster emergency services. We are cooperating fully with any investigations and are confident our actions and pricing will be shown to be fair and within legal guidelines.
  We value our reputation and the trust of the communities we serve. We encourage this customer to reach out directly so we can revisit the situation and work toward a fair resolution for all parties

  Customer Answer

  Date: 05/29/2025

  Complaint: 23314839
  
  I have reviewed the business' response and am rejecting it because:
  It is a very much price gouging if only a select a few of people in the metro area are charging that exorbitant amount, and all other areas are not charging anywhere near the amount at a select a few companies are charging. It should also be noted that this company blatantly Accused me of taking payment from my insurance company meant for them when that in fact was not the case any and all payments from my insurance company were sent directly to this tree company and any money I received from insurance was to actually pay for my stay outside my home and for any need of repairs to my home and the total amount that was paid out for everything didnt even come close to what this tree company is charging for removing the tree from my home. It should also be noted that on the contract that was signed. There is absolutely no amount of money listed on there for a bid which is probably on their part purposeful so that people wont sign a contract with them because there are nobody in their right mind is gonna pay $24,000 plus For a tree removal to come out regardless of whether its a holiday weekend or not and over time or not.
  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 06/02/2025

  Thank you for your response and for sharing your concerns. We would like to clarify a few key points to ensure transparency and accuracy.
  First, our pricing reflects the specialized nature of the emergency services provided, which involved hazardous tree removal from a residential structure during a holiday weekend. Our rates are consistent with industry standards for emergency response services under such conditions, and are clearly outlined in our Agreement on Billing (AOB), which is included in the contract signed by our mutual customer.
  Regarding the allegation that we accused you of withholding payment, our intent was never to make personal accusations. Our communication was focused solely on resolving the outstanding balance and understanding the flow of insurance disbursements related to the claim. If any misunderstanding occurred, we sincerely regret the confusion.
  Additionally, while the contract may not specify a fixed bid amount, it explicitly references the applicable rates and terms for emergency work. This is standard practice in time-and-materials contracts, especially when immediate action is required and an exact scope of work cannot be determined in advance.
  If you have further questions or would like to schedule a call to discuss this matter in detail, we are happy to do so. You may contact us at ************ to arrange a time.
  We appreciate your attention and cooperation.

  Customer Answer

  Date: 06/03/2025

  Complaint: 23314839
  
  I have reviewed the business' response and am rejecting it because:
  
  

  Look we arent going to come to a resolution to this. Im done with the back and forth 
  
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 06/03/2025

  There was no bid for a price in the original contract signed. Despite the companies as expectation that thats normal business practices for an emergency bid I dont know how that could be normal business practice when you dont know what price point youre agreeing to.

  Customer Answer

  Date: 06/03/2025

  It is rather unfortunate that it is considered good faith to not include billing information when having emergency service. Whats stopping them from billing even more to someone else in the same situation in the future? When you have almost anything else down there is a cost amount associated with it and its put in that is could cost more once the work is started ( akin to surgery). 

• Initial Complaint

  Date:12/04/2023

  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.

  I retained OLI Outdoor Services Inc. to trim a pear tree in my front yard and remove ivy off an oak tree in my backyard for the cost of $2250. My pear tree in the front yard had lower branches which created a beautiful canopy that the squirrels and rabbits would gather under to play and eat. All OLI was hied to do was remove the dead branches from it and I agreed to them rounding it off on ***'s suggestion, but I told him I would agree to that only if it just rounded off for aesthetic purposes. What they did do, however, was remove all my lower branches which destroyed and removed the canopy, and did a height reduction of about 10 feet which the tree didn't even need and I have no idea why they even did it. The tree now looks like a lollipop a stick with a ball on the top of it. As to the oak tree in the back they were supposed to remove *** from, when the workers came out here, they told me that they could not remove the ivy because it would possibly kill the tree. All they did was rip-off the foliage from the ivy. The ivy vine is still on the tree and has started to grow back. They only ripped the foliage off the lower part of the tree, so there still remains a lot of ivy higher up that they couldn't reach by hand. They wouldn't even get a ladder to remove it. I am heartbroken to see what they did to my pear tree. When I refused to pay, he said he was going to file a mechanic's lien, which was fine with me because then I could file a complaint in court and defend it. What he did instead is turn my name into a collection agency.I absolutely refuse to pay this company $2,250 they are charging me because of the irretrievable damage done to my pear tree and the fact that the ivy is not removed from my oak tree.I know I need the BBB's assistance as I have no idea how to arrive at the damages amount until or unless I retain an arborist to advise the cost of the replacement of a mature, approximately 20-year-old tree.I tried uploading photos but the website won't take them.

  

  Business Response

  Date: 01/05/2024

  This job was done as it was bid as discussed with the customer. ***** the owner of the company went back out to this woman's home after she called in saying that she isn't going to pay us and that we messed up her tree. He inspected the work and it was all done as agreed upon and they did a good job.  We take pride in our work and if it truly was crappy work we would have sent a crew out to fix, but there was nothing to fix. And when he went to speak with her and address her complaint she proceeded to yell at him and it was hard to even have  a civilized conversation with her. 
  She has also since called in to our office and yells at our office staff. She has accused us of sending police to her home on a daily basis which is absurd. And also has called in demanding to know what collection agency we have sent her to, which we have not sent her to any collection agency. She has been turned in to our company attorney so maybe that is what she is referring to. That being said it is hard to even talk to this woman reasonably because she insists on yelling at us before even identifying herself. 

  Customer Answer

  Date: 01/08/2024

  Complaint: 20957064
  
  I am rejecting this response because:

  (1) The job was not done as agreed.  *** removed all lower branches on my tree which took away the canopy.  The contract called for "height reduction" and said nothing about removing all the lower branches.  Even the "height reduction" isn't what we agreed upon.  I told him I just wanted the dead branches removed.  He asked if they could shape it up, and I told him as long as it just rounded it off and that's all.  They removed ALL lower branches and cut approximately 10' off my tree;

  (2) I have NEVER accused anyone at the *** office, or anyone else, of sending the police to my house.  That is a total fabrication.  I never, ever mentioned the police in any written or oral conversation with anyone.  They are saying I call them on a "daily basis" and speak about the issue with the police.  However, I haven't had any contact with anyone at the office since I sent them the attached email to which I never received a response.  I would like to see their call logs to show I contact them on a "daily basis";

  (3) I emailed *** and asked what collection agency this matter was referred to, and they never responded.  The email was quite civilized and is attached for reference;

  (4) They should tell me the name of the company attorney they turned the matter into;

  (5) Their response cements the facts to me that they are obvious liars, but I already figured that out based on how they do business.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/09/2024

  The way we are resolving this issue is we have turned into our company attorney, ************************* with ***************************** and ******* **** He is located in ********** IL and **** is welcome to contact him for anything further. I can produce call logs but it truthfully seems silly at this point. I will not be participating in any back and forth he said she said nonsense. The matter at hand is she is accusing us of doing a bad job and we didnt. We did the job that was agreed upon and we did it correct. She simply owes us money for the job done. If she doesn't want to pay us fine, she can talk to our attorney and stop calling or emailing us trying to argue. She is trying to get free work based on her uneducated opinion on the work we do. 

  

  Business Response

  Date: 01/09/2024

  The way we are resolving this issue is we have turned into our company attorney, ************************* with ***************************** and ******* **** He is located in ********** IL and **** is welcome to contact him for anything further. I can produce call logs but it truthfully seems silly at this point. I will not be participating in any back and forth he said she said nonsense. The matter at hand is she is accusing us of doing a bad job and we didnt. We did the job that was agreed upon and we did it correct. She simply owes us money for the job done. If she doesn't want to pay us fine, she can talk to our attorney and stop calling or emailing us trying to argue. She is trying to get free work based on her uneducated opinion on the work we do. 

  Customer Answer

  Date: 04/26/2024

  TR 04/26/2024  Mediator sent an email to the consumer requesting an update on this complaint. [CR] Thank you for your email.  I haven't heard anything more from OLI.  I was told by their receptionist that they have given it to their company's attorney. I have yet to hear anything from them, which is fine with me.  I will let you know if I need further assistance.  Thank you!

• Initial Complaint

  Date:07/28/2023

  Type:Order 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.

  I requested removal of brush in my back yard and I specifically stated I wanted the removal down to the dirt. I made this specific because I wanted to plant other things in the same area. When they finished it was not as I requested. The guy said his saw would not go any further. He said to get some round up and put it down. I contacted the company as I was leaving town for 2 weeks. ***** said the workers were working on a storm job and would get back to me. This morning she emailed me and said **** said they went as far as they could go. If they were not able to perform the job as I requested they should have said so. Now I am stuck with having to hire another company to finish the job that I paid them to do.They should return the cost of my having to hire another company. I am on a fixed income.

  

  Business Response

  Date: 01/05/2024

  I apologize for the late response to this complaint. That being said the work that was bid was the work that was completed. The reason that we could not go any further to the dirt is due to the retaining wall or landscaping wood. This is how it was bid, *****( the owner) bid this job himself and would not have priced something that we are not physically able to do. If he would have priced this it would have been a significantly higher cost due to the extra amount of work. 

  Customer Answer

  Date: 01/14/2024

  I too apologive for the late response.  It appears nothing will be done to fix the issue.  If the owner had an additional cost involved to complete the job as I requested, he should have presented that amount and given me the option to accept or reject.  Instead he just did what HE thought was enough when it was not what I requested.