Complaints

This profile includes complaints for Mudrack Tree Service Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mudrack Tree Service Inc.

  3434 Metro Drive North Fort Wayne, IN 46818-9390

  
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  Mudrack Tree Service Inc.

  6428 W Wallen Rd Fort Wayne, IN 46818-9487

  

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:03/08/2023

  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.

  14 Sep 2022: contacted Mudrack to have 100 Oak removed/rotting at base; 26 Sep: signed proposal #***** with an expected timeline from the company of removal first of the year; Oct: had tree removed by another company; 24 Feb: Mudrack called, I dismissed call; 2 Mar: received an invoice via email for $360 stating they have signed contract & called on 24 Feb left ** that a job was 1 Mar & not canceled. I read emails, checked the ** app, what Id signed, and the website/** to see if there was a policy for the fee & was unable to find one. (I did find the ** later) I called & ** called back which quickly turned sour by his nonchalant "how we gonna fix this" arrogance. When I questioned where the fees were written, he admitted there was nothing in writing & he must recoup money somehow. There was some back & forth & then he hung up on me. I called back & I could hear him smiling smugly & heard ******** in the back & when I asked him to put the lack of decision in writing he laughed at me. I recapped in an email & gave a deadline of 7 Mar at **** which they ignored, & have not contacted me. I paid the fee to avoid additional fees.1) Both parties should agree to the date/time of service. For me, there was an additional 26 business hours + to call again. 2) There is no cancelation policy. 3) There is no policy or fees listed if Mudrack cannot complete a job due to the homeowner. 4) Mudrack uses proposal/contract/quote interchangeably & purposefully making it confusing.Mudracks lack of professionalism, the ** specifically, is appalling. He would rather argue with a customer & carry a huge chip on his shoulder than take accountability for the companys inadequate practices. The way I was treated left me feeling humiliated, belittled & bullied, all because they couldnt prove I should pay a fee. The ** should be removed entirely from any customer ********************** area until he handles himself professionally, maturely & less prejudiced manner with customers.

  

  Business Response

  Date: 03/08/2023

  on 9/14/22 we provided a quote to remove a large Oak tree by their house for a cost of $4,320.00. On 9/26/22 we received a signed copy of this quote from *************************. We explained to **************** that we were approximately five months out on work. So this work would be done after the first of the year. on 2/24/23 we called and left a voice mail letting them know that our crew would be out on 3/1/23 to remove the tree. Our crew arrived on 3/1/23 to find that the tree had been removed by someone else. We have had no cancelation on this contract. We did not receive any phone call or e-mail letting us know that this job had been done by someone else. Even though we had a signed contract. A simple phone call or e-mail would have taken care of this situation. Since that did not happen and I sent our crew out to perform a job that we had a signed contract on. It cost money to send the crew out. Therefor instead of charging the full price of $4,320.00 I charged them a service fee of one hour of that crews time that was lost that day. That cost was $360.00. Which I feel is very fair for this situation. We did everything that we could on this job. We provided an exact quote. We had a signed contract. We called to let them know we were coming. The home owner failed to cancel the job. Failed to contact us.

  Thank you *** Mudrack

  Customer Answer

  Date: 03/12/2023

   I am rejecting this response because:
  
  This response did not address any part of the complaint. Not only does the beginning of this response clearly state I signed a QUOTE, but he also then says contract later. This was one of the complaints, that the company uses proposal/contract/quote interchangeably when it benefits them. This response clearly demonstrates a lack of accountability, as I have already stated I should have called in October, but this does not negate bad business practices and customer **********************. This response does not show where these fees are listed, nor were these fees explained though any interaction with any person of Mudrack, or available in writing. This response does not address a cancelation policy in writing within associated fees. This response did not include any apologies for the way I was treated by the *** Finally, this response does not include anything the company has learned from this and will do better.