Complaints

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

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  Climb-Ax Tree & Crane Service

  4512 Illinois Avenue Louisville, KY 40213

  
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  Climb-Ax Tree & Crane Service

  P O Box 17212 Louisville, KY 40217

  

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:10/02/2023

  Type:Billing 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.

  In March of this year a storm blew down 3 trees in my yard, one of the trees hit my house. I called ClimbAx and they agreed to remove the 3 trees. They used a crane to remove the one tree from the house. They removed another from the yard. Their equipment got stuck in my yard and it took several hours for them, using their other equipment that they brought in from another job, to dislodge the stuck truck/chipper. They told me they would return another day to take care of the last tree. I received a bill for $16,268.88 for all of the work in full which I paid on May 13, 2023. Now they will not return my calls ###-###-####, ###-###-#### and ###-###-####, emails or texts when I try to schedule removal of the last tree. I did manage to talk to ***** on 8/11 with a promise to be there by 8/18 to finish the job and to John on 9/15 with a promise to look into it and get back to me. Otherwise my messages are ignored. I am left with unfinished work which I will have to hire someone else to fix and a torn up yard.

  

  Business Response

  Date: 11/21/2023

  Dear Customer,
  
  We are sorry to hear that you are unhappy with our service and that you have not received a response from us. We value your feedback and we want to resolve this issue as soon as possible.
  
  We have reviewed your account and the details of the work we performed at your property. According to our records, we only charged you for the contracted portion of work that was covered by your insurance. The total amount of $16,268.88 was the agreed price for removing one tree that hit your house. This amount was approved by your insurance company and paid by you on May 13, 2023.

  The second tree that was removed was not billed to you (see your attached invoice that you uploaded). The third tree that was in your yard was not part of the original contract and was not covered by your insurance. We offered to remove it for an additional fee, but you declined at the time. We apologize for any misunderstanding or miscommunication that may have occurred regarding this matter.
  
  We understand that you are frustrated and wanted to have the third tree removed as soon as possible. We are willing to offer you a discount of $1,000 off of future tree service contracted for the amount of $4000 or higher. This is a substantial savings of 25% off.

  This is a one-time offer and it is valid until November 30, 2024. If you accept this offer, please contact us at ###-###-#### or ###-###-#### to schedule an appointment. We will do our best to accommodate your preferred date and time.

  
  We hope that you will accept our offer and give us another chance to serve you. We appreciate your business and we want to make sure that you are satisfied with our work. Thank you for choosing ClimbAx and we look forward to hearing from you soon.
  
  Sincerely,
  ClimbAx Team

  Customer Answer

  Date: 11/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: it does not accurately reflect the agreement we made. When we discussed the scope of the work originally, three trees were included in the agreed upon work. When I received the bill for $16,268.88, it only included the tree on the house and the clean up of that tree. It did not say anything about the other two agreed upon trees. I called and questioned ***** about this and he said all of the cost for the removal of the three trees was included in the $16,268.88. We discussed the 3 trees when they came to look at the work on the day of the storm, there was never a discussion of extra cost to remove the third tree or that I declined to have it removed when they were here performing the work. When they left after removing the two trees, they said they would be back to take care of the third tree on another day. 

  I understand that the invoice only covers the tree on the house. In hind sight, even though I had used ClimbAx before and trusted that they would stand by their agreement, I should not have paid the total invoice until all of the agreed upon work was completed. That was my mistake and that is on me. I doubt they will stand by their original agreement, but I hope other customers will see this and know what kind of business they are dealing with in the future..
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/28/2023

  Mr. ********,

  We are sorry to hear that you are not satisfied with our offer of a rare discount for future services. 

  Our very simple contract/agreement was signed by you not only once, but twice with the exact same pre-formatted wording. It clearly states the scope of work.

  The contract that was signed by you states the following:

  "Payment to be made in full upon completion of work.

  Any alterations or deviation from the above specifications (scope of work) involving extra cost, material or labor will only be executed upon written orders for same, and will become an extra charge over the sum mentioned in this contract. All agreements must be in writing. Climb-Ax is not responsible for damage due to vehicular traffic."

  Those are the terms above that you agreed upon in writing and signed. Climb-Ax fulfilled the scope of work that was in writing and completed your job ticket.

  We therefore have fulfilled our written contract obligation. 

  Your original complaint goes against everything that you agreed to in writing.

  Thank you, 

  Climb-Ax Team