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:04/19/2023

  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.

  On Sunday, March 5, 2023, I had a large tree in on the edge of my front yard removed due to damage from a windstorm. Tree Pros, LLC was in the area so I asked them for a quote and accepted it. Since the tree was on the edge of the lawn next to the street, they could have removed the tree from the street. Instead, they pulled their huge truck up in my front yard and then took the tree down in one piece. Pulling the truck on my lawn would have been enough to cause ruts but lifting a complete large tree while the truck was sitting on the lawn made it worse. I now have 6-7” ruts from one side to the other of my front yard. From the date of service up until today I have had contact with various employees of the company 7 times, during which they agreed that the yard needed to be repaired. Most of the rest of the times they have promised to take care of it, but nothing has been done. On Monday April 10th, with no rain over the previous weekend and no rain expected for the week ahead, I texted their regional sales manager and asked him to PLEASE get the yard fixed this week before the rain comes again. He said his dirt pile should be dry enough and he would see me soon. On March 29th, and April 15th I’ve had to cut the grass as it was almost knee high both times. Trying to cut around the ruts caused the wheels of the mower to continuously fall into the ruts which caused the mower blade to stop each time. Today is Tuesday, April 18th and the yard has not been fixed, nor have I heard from them since April 10th. All I have asked for is for them to put the yard back to level, with grass… where it was before they drove their truck into it. I don’t believe I should have to pay someone else to have the yard fixed. I am very disappointed that they are a company that does not have the integrity to correct issues they cause while taking down a tree. I would just like to have them fix the problem they created in my yard.

  Business Response

  Date: 04/19/2023

  I just spoke with *** our field technician regarding this matter. We hate to hear when customers aren't fully satisfied. Dependent on the job, sometimes we have no choice but to be on your property to complete the job. Safety is our main concern, and at times, parking our crane, chipper trucks, and having our men work in the street is not ideal. ** stated he met with you on the 10th at your residence. And spoke to you again this morning, assuring you that we would be repairing your yard before the rain moves in this weekend. 

• Initial Complaint

  Date:04/04/2023

  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.

  Tree Pro's was hired by our neighbor's to cut down their large trees that had fallen in their yard. Tree Pro's drug the trees and equipment through our yard and used our yard to cut up the logs. They did not ask for permission to use our yard and subsequently caused significant damage. They have been contacted numerous times and as requested, an invoice was provided to them by the lawn care service we use. They have had the invoice for over two weeks and we have heard nothing from them regarding payment so we can have our lawn repaired.

  Business Response

  Date: 04/12/2023

  We performed this work at your neighbors immediately after the horrible storms here in Louisville. Trees along property lines fall down sometimes into adjacent yards. We do our best to remove the debris safely and efficiently. From speaking with the owner, the damage from your yard was due to the debris falling in the storm. *** or field technician spoke with you regarding this. You made him aware that you had previously had extensive work done to your yard the previous year and wanted it repaired. Even though the storms are what damaged your yard, we offered to come and hand fill any holes or ruts cause by the tree limbs falling along with seeding and straw at no cost to you. You rejected this stating you would prefer the company who previously worked on your yard make those repairs. We received an estimate from that company and spoke with the gentleman who produced it. We asked for the breakdown of cost because it seemed very inflated. He informed us the cost was high because he was going to rent heavy equipment to drive in your backyard to fill in the soil. We rejected that because we know you did not want any heavy equipment causing any more damage into your yard. We kept the offer open to hand fill the damage, which you declined. 

  Customer Answer

  Date: 04/12/2023

  
  Complaint: ********
  I am rejecting this response because: The damage done to our front and side yard was solely caused by your employees dragging our neighbors trees from their back yard through our side yard and then using our front yard to cut up the very large trees. There are very long and large divots/ruts left in our yard which will take more than just simply filling in dirt and grass seed. We are not complaining about our back yard as it is still a work in progress.

  The storm did not cause damage to our yard.  We have extensive video of the employees working in our front yard all day long without our permission and pictures of the damage after they left. We have worked very hard and spent a lot of money to get our yard the way we wanted it and your company destroyed it. No response from the owner is ridiculous! Our neighbors front yard which was also damaged has not been fixed yet either, like the salesman said you would do! 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/13/2023

  Could you please send me the video at your convenience. My email is ************************ Thank you. 

  Customer Answer

  Date: 04/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: We tried for weeks to get an owner to return our calls to discuss this and all we ever heard from was a salesman. We will see you in court. 
  
  Sincerely,
  ******** *******

• Initial Complaint

  Date:03/20/2023

  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.

  2/21/2023 Tree Pros removed a tree and stump ground the remainder. At the time, I was very satisfied with the work. I spent the next 2 days raking up the chips and distributing in beds. I noticed that the bottom of the chips were wet and just thought to watch it. After a week I had standing water and it appears that the stump grinder ran over my sewer access pipe when it was buried in the chips..I am assuminmg there is a leak. I called the answering service probably a dozen times with no resolution. Finally, last week I spoke with **** and he said they had nothing to do with it and it was my problem. I received another call shortly thereafter, indicating ** would look at it. That has also not taken place and I have been very patient in waiting for them to respond. I expect Tree Pros to accept responsibility and hire someone to do the repair, if indeed, it is a broken sewer line..

  Business Response

  Date: 04/04/2023

  I spoke with ****, the owner, about this situation. While we always strive for customer satisfaction, there are some things that out of our control. When we perform work on a property, it is the customers responsibility to know where any buried lines or sensitive locations are in their yard and communicate those with us. Otherwise, we would have to get each property surveyed and flagged before each job to avoid liability. We do everything we can to avoid damage to customers property and sincerely are disappointed when these situations arise. We are happy to hear that you was satisfied with the actual job. 

  Business Response

  Date: 04/05/2023

  I was just made aware you rejected my response due to it not addressing your complaint, but you stated my response was true. While I fully understand your frustration, I can only reiterate our situation. There are things that out of our control. If you would have verbally made us aware of your septic lines or any other sensitive areas in your yard, we would have no problem accepting liability. You specifically requested us to grind the tree stump as much as possible, and of course that entails working underneath the surface of your yard. Just like when you are personally doing a project in your yard, you are required to call 811 to locate any underground service lines, otherwise you would be liable. We completed the job safely, efficiently, and within the scope you requested. I understand your frustration, but I hope you can understand we cannot avoid certain things if we are not made aware of them. If we had been made aware, we could have told you the potential outcomes, suggested alternatives, advise you not to dig in that area of your yard, or politely refuse to do the job because we did not want to take liability. I sincerely hope this addressed your original complaint. 

  Customer Answer

  Date: 04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:  All necessary communication was made prior to and during the actual work.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/07/2022

  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 would like to file a complaint against Tree Pros for $500.00 in damages to my garage caused by the crane and the crew of this company when they removed trees from my property. I hired them on July 27th to do tree removal services for me. Upon leaving, the crane hit the front of my garage and busted open the front gable. I called and talked to **, the sales representative, and explained the damage to him. He said he would come by and take a look at it. He did not come by, so I reached out to him again on August 8, 2022. ** came on August 9, 2022, told me he would personally fix it since he had home construction experience. ** never came back and fixed the hole. Currently, I have birds living in my garage through this entry point. I called Tree Pros on October 10, 2022 and again explained this entire problem. Again, no one ever called me back. I paid Tree Pros $5050.00 on July 27, 2022, check #*****

  Customer Answer

  Date: 02/14/2023

  Information provided to BBB and transcribed by staff

  
  I am having trouble getting access to the BBB website. I just wanted to update my case against Tree Pros, case #********* I was contacted by ** from Tree Pros Friday, Feb. 10th, 2023 who hand delivered a check to my mailbox on Monday, February 13th, 2023, for the damages to my garage.
  I am satisfied with the compensation and consider the matter closed.
  
  Thank you,
  ********* ***** **** ******** ****** *********** ** *****