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:08/13/2024

  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.

  New Image tree cut down 3 trees and took out three stumps. I told them about my irrigation system and where the sprinkler heads were, but during the job they made no effort what so ever to avoid my sprinkler heads. They left huge ruts in my new grass that took me two years to grow. Clean up was terrible. My neighbor paid them to clean up under his white pine trees. They did a lousy job leaving a huge pile of leaves, sticks all over the place. Just a bad job over all. He told me his wife did not go out an inspect the job before paying them. I can see why they had time to cut my trees in just two days after given the quote. My guess is that they get no referrals from previous customers. I certainly won't give them another referral.

  Business Response

  Date: 09/03/2024

  EXTERNAL EMAIL - This email was sent by a person from outside your organization. Exercise caution when clicking links, opening attachments or taking further action, before validating its authenticity. 
  
  Please use this email as our official response to the claim thank you.....
  
  
  
  We were contacted by ***************************** for services needed on the removal of 3 pine trees and stumps. Upon arrival **** had 2 standing 50' pines and 1 leaning 50' pine. ******************* and **** discussed removal cost and the procedures included with it. **** explained to **** that no equipment would be placed into his backyard in front of the pine trees and pine beds. **** explained that all equipment would be stationed at the ******************** area. At this time **** explained that he had sprinkler heads in a few areas in his backyard. **** and **** walked out the yard and examined the heads. **** obliged and setup his completion for the following day. Upon arrival equipment was staged in the exact area which was discussed during the walkthrough. New Image removed 3 of the pines which weighed approximately 4 tons each ( ****** lbs). Team members hand drug and used our track turf friendly bobcat streetside and within the pine bedding areas. At no time did a single pile, log, or equipment ever reach his backyard area in front of his pine trees. Please see photos for proof and documentation purposes. As the final pine was removed **** approached **** in regards to his neighbors' throwing years of pine branches underneath the property line pine trees ( pines that were not on the original quote). **** explained that his neighbor wanted them hauled away and to walk over to their home to discuss price and options. *************** the project with the neighbors and began removing the debris. New Image quoted only branches, cut up wood, and sticks. Upon completion of this task **** came out of his home with check in hand as he was pleased with all work and thanked us for a great cleanup and speedy service. **** was told that we would return within 24 hours to complete ***** services. At this time New Image also collected off the neighbors for completed add on work. New Image returned to **** 24 hours later and removed stumps from pines cut down. At that time **** was satisfied once again for services and walked out a check for payment in full without even being asked to do so. 
  
  ***** complaint is that we "rutted" his yard and broke sprinkler heads......
  
  Please see photos of area used to remove ******lbs of tree. At no time was any equipment stuck or sank into ***** yard. "Ruts" or earth that has been dug into means severe damage resulting in soil, grass, mud, and the need for soil to be replaced into areas that are beyond 6" deep into the earth. The photos attached show no such damage has happened. New Image used the appropriate area of least footprint as possible to complete services. ***** spots or slight grass abrasion is industry standard in this type of removal service. In comparison this is like saying please build me a ******lbs addition onto my home but I don't want to any dust or signs of work being performed. 
  
  **** and **** walked the property 2 times within 2 days and there were no physical signs of any broken plastic or water damage from his sprinkler heads. We find it very odd he would write a complaint 3 weeks later if there were damages to his property. In addition we find it very odd that we never once were questioned about any of his complaints until now. The photos show before and after and tell the story. In addition ********** have personally spoke with your neighbor and he was more than happy with services completed on his side of the yard. In fact he told me that they did not expect us to get as much as we did for them. His words..
  
  At this time New Image had gone above and beyond to satisfy this client. Thank you.
  
  
  
  Please respond that you have received this formal response to this complaint.
  
  
  
  
  
  
  
  
  
  
  
  
   
  *******************
  President
  ********************************
  *********************************************************************
  C: ************
    
  

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  My neighbor hired New Image tree service to cut down a tree on his property. They were told to stay off my concrete driveway and patio, which meet with my neighbors yard. Well they were all over my driveway and completely trashed it with track marks from their equipment and left all the dirt and mud and wood chips everywhere. Worst part of all they broke my concrete in multiple places and broke multiple patio blocks on my patio. I have before and after pictures and they deny touching my driveway. I have pictures of them on my drive way. I called New Image and explained my concern and asked them to please help me come up with a resolution, and they told me it wasnt their problem and they really dont give a s*** and told me to f*** off. This is wrong in so many ways and needs to be addressed.

  Business Response

  Date: 09/20/2023

  We went out to the clients for a scheduled estimate, after talking with client and seeing the tree I explained to him the only access was using a path between the homes where ***** the complaintant had a boat and trampoline in the way, and we would need him to give permissions and move those 2 items so we would have the access required. A few days later the client called and said he had contacted the neighbor, ***** and said he was on board and would have items moved. Upon arrival for scheduled tree removal both items had been removed. We got right to work and removed everything on ****** side with a block and pully system, that means everything was roped out and lowered to the ground with full control. Please see picture that ***** filed you will see the system we use attached to the tree we use to rope everything out. At no time was anything over ****** property gravity dropped or free fell to the ground, to avoid any damages. .At this time, we began preparing for removal of the remaining trunk of the tree out of our client's property, our owner took several photographs of concrete and pathway before we brought our bobcat into the backyard, there were noticeable cracks in the driveway before the tree removal process began. These photos are time stamped which will correspond with photographs our client took. We wrapped up the removal, which was fully conducted from our client's property. Bobcat movement and ************* away from ****** property. My client and i both have photographic evidence of where everything was cut and removed. New Image stayed on site for the full project till 8pm. At this time, we met with our client who was extremely happy with the full project, and we collected payment and left the property. 2 days went by without us knowing posted photos of our work and review on ******* he left an excellent review and raved about our work performed. Roughly and week went by and our owner **** was called by ***** with concerns, **** took ****** call, ***** immediately went on the defensive saying we cracked multiple spots of his drive, he also said we trespassed on his property, **** questioned ***** on why the boat and trampoline were moved to allow us access to remove the tree, **** also told ***** we had photographs to prove to ***** we as New Image did not break his driveway. ***** did not like what **** told him and told **** he was a f****** liar he had no proof. At this point ***** was told that we did not crack his driveway and we would not be repairing his damages. ***** began with his vulgar language and told **** to f*** off, **** told ***** he will not tolerate verbal abuse and **** told him to f*** off and hung up. ***** immediately went to ****** and expressed to the internet how we purposely showed up to ruin his driveway, ***** also contacted the local police to file trespassing charges, the police contacted ****, who explained everything we have explained here and once they knew the details said there is no trespassing charges involved. At this point our client told us to supena him if he is needed for further actions. New Image and ouir client have all photographic evidence needed if ***** decides to take further action.

   

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because:
  
  From: ***************************** <***********************> 
  Sent: Wednesday, September 20, 2023 1:10 PM
  To: Info@ mailbox <***********************************************>
  Subject: ******************************
  
  Hello. Im sorry you guys have to represent people like this. They have not provided any proof that my driveway was broken which it was not. And the police didnt do a trespassing charge because they told me just to *** the tree service. So since the tree company wants to lie i will push forward with my lawyer. Very disappointed in such a dirty company new image tree service is. Unsatisfied as can be. 
  
  
  
  Sent from ******* Galaxy smartphone.
  

  
  

  
  

  Business Response

  Date: 09/20/2023

  Yet again this client says I'm lying. ****** i having nothing to lie to you about. At this point get your attorney involved. I didn't call the police you did. I'm going off what the cop explained to me. My lawyer has the photos and signed contract with clauses about worksite conditions and liabilities. You granted us permission beyond a reasonable doubt to use your half of the driveway. Your neighbor has notified me about how you get with contractors working in your yard. He also has asked us to subpoena him if you decide to push the issue even further. I'm not wasting anymore of my time on this customer with his shady aqqusations and consumer fraud. Say what you want about my company but let me tell you this I do over **** Clients yards each year and every year there is always 1 person who tries to get something for free. Completing thousands of jobs each year and having 1 complaint in 365 days is an amazing feat. 

  BBB feel free to contact me direct for photos and contract details. At this point I want to share this info with you and only you. I want to make sure ****** is blindsided in court by what proof and documentation I have on him. I do not owe this individual anymore explanation at this point. It's obvious he has his mind made up so it's time for him to engage. My attorneys have everything they need to proceed with this on my end. It's time for him to make his move and stop harassing my company.

  If anyone at BBB has any questions you have my full cooperation and can contact me at your leisure. 

  ******************* ************

• Initial Complaint

  Date:10/14/2022

  Type:Product 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.

  New Tree Image cut down two trees in front of my house on 3/22/22 for $750. I paid additional $250.00 at that time to have two stumps ground. Nothing ever done. On 9/8/22 I talked with ************************ he said his ***** grinder was down as well as one he rented. He said hed return my money As of this date I have never received $250.00 for unmet commitment. Thank you for your assistance in this matter

  Business Response

  Date: 11/01/2022

  To whom this may concern

  Our mutual client is correct she did pre-pay for stumps services at the time of tree removal. She was placed on our schedule for stump completion at time of payment. Due to unforeseen supply shortages of repair parts to our stump machine we have been placed on a national back order awaiting the parts needed to safely operate our machine. I will be issuing out a reimbursement check to this individual, as the services have been completed by a third party. We apologize for any inconvenience however we too have been affected in some areas by parts availability and shortages due to the pandemic hiccup.

   

  Customer Answer

  Date: 11/03/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.