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:02/27/2023

  Type:Customer Service 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.

  We had tree removal services done 2/20 the removal service was good the guys worked great we did have a issue after the fact. One tree fell on the fence and a steel compressor. This is the only thing that saved the bulk of the fence. Emailed the office about the damages. They said they would send Carlos out to inspect the damages. So I took off work Thursday 2/²4 waiting for a guy who I guess arrived and didn't let anyone know he was here not a ring on the door bell or knock on the door. The the camera picked him up for like 22 seconds then he left. How can I explain damages about what was done when Carlos never even check with the tenant. So I recontacted the establishment about this. 2/²4 stating we never seen him or could explain the damages.
  So I received another call from the office yesterday 2/²5 I would have Carlos back out Saturday 2/²6 I took off work again. For a scheduled appointment with Carlos at 8 am. Go figure never showed again. This is getting very frustrating and I just need the items repaired or replaced.
  
  This is just the Start I have pets if a pet gets out due to my fence being broken and not able to latch or lock they will be responsible if the animal is hurt due to the damages not repaired. I will be going against them for this if this happens and I truly hope not. No reason to keep giving me the run around and time and not honer then. At least call and say something came up. If you can't make it. Just getting tired now losing my time and money waiting for someone who seems not to care about the customers.

  Business Response

  Date: 03/06/2023

  This work was completed on Mon, Feb 20. The customer did send an email stating the job was great, however there was damage to his fence and compressor. We did arrange for our estimator to come to the property on Thurs, Feb 23, to look at the damage. We did not inform the customer of a timeframe, just that he would be out. Our estimator informed us that we needed to repair the damage to the fence, which was completed on Sat, Mar 25 (pictures attached). The estimator also looked at the compressor but could not tell by looking at it how it was damaged because the compressor looked like it had been outside for a while. We arranged for a meeting at the property with the estimator and the homeowner to look again at the compressor. Our estimator arrived early and was prepaired to wait, however the customer's father came outside and contacted our customer by phone. The father would not allow us to start the compressor to assess the damage.  We do not know if the compressor was even working prior to the work being started. I've attached pictures of the compressor that show rust in the area that was damaged. Also note from the customers pictures, the work area was outside of the fence, so the tree that did hit the fence would have hit the fence before hitting the compressor.  

  Customer Answer

  Date: 03/09/2023

  I amount I truly am not sure I am up to offers as stated I emailed the. Again even saying this the compressor is a year old purchased from ****** ** ***** *****  for 900 I do not expect to get this back out of it. I am up for reasonable offers like I told them in the email I have a smaller tree they could remove at a discounted price unless they prefer to do cash. I see what they offer. 

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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 6/27/22, East Coast Tree Care arrived at our property to perform agreed-upon services, which, among other things, included lot clearing of the rear-most part of our backyard. Besides flattening al the overgrowth and tree stumps, they were to remove any pre-existing dead logs/branches and debris from the "floor" that would hinder our future lawnmowing. All the work took much less time than anticipated, but I hoped it just meant they were really efficient. I wrote them a check for $2,250 (of which $1200 was for the aforementioned work).
  
  Approximately 7-10 days later, I received a call from their office (Kristen) checking to ensure we were happy with the work. I told her my husband and I hadn't taken a thorough tour of our property yet, but that we'd call her back. We did so and informed her that Julio (crew leader) and his men had not removed any of the large dead branches/logs in the back, nor had they done any raking, which posed a major problem because it would prevent me from being able to mow/maintain the area. She offered to send Carlos (original estimator) back out to discuss the incomplete work. He came on 8/2 and informed me that everything I showed him was from "recent storms" he assumed had taken place. I replied that that was impossible, as most of the wood was half-buried in mud and two years worth of autumn leaves. He just kept repeating that it was all recent and it was our job to keep the area in shape - ridiculous and frustrating.
  
  We called Kristen on 8/15 to complain; she told us that Carlos was on his way into the office and she would speak with him and her manager and give us a call back. We heard nothing, so we called the next day, and the next, both times being told by a receptionist that Kristen was "busy" and would call us back. Still nothing, so two days later, we left one last voicemail saying if we didn't hear from them, we had no choice but to file a complaint.
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 7, 2022/09/16) */
  On June 27 our crew completed work for this customer. Customer gave the crew supervisor a check in the amount $2250 to pay for the job. Our office called the customer on July 7 to make sure they were happy with the work that was done. Customer stated spouse was out of town and had not done a complete walk through. Two very intense storms occurred between July 13 and July 28. We sent the original estimator back to the property Aug 2 to look over the work done. He told the customer that the downed branches were from the recent storms that had taken a lot of trees and branches down in the area they lived. Our estimator relayed this information to the office, stating he had spoken with the customer. We called the customer again on Aug 15 to follow up. Customer returned our call on Aug 16 to say that what our estimator told her was not correct. We confirmed with the estimator again that the branches that were on the ground was from the recent storms. We feel if the customer had called us instead of us contacting them almost 2 weeks later, this would have not resulted in a dispute.
  
  
  Consumer Response /* (3000, 9, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Firstly, as detailed in my complaint, I disagreed with the estimator when he came out on 8/2, physically showing him how it was impossible for all the downed wood to be new (as evidenced by the attached photos). He restated it was all new; I disagreed again. This continued a few more times til I gave up on him and escorted him out. I'm not sure he was even listening to me or looking at what I was showing him. He had clearly been sent on a mission to avoid East Coast Tree Care taking any responsibility for our situation.
  
  In addition, their response to my complaint includes false information, and I have the phone records to prove it. They did not call us on August 15; we called THEM on the 15th to complain and Kristen told me she'd call me back (details in original complaint). Again, we called them on the 16th, 17th, and 19th, leaving a message either with the receptionist or on Kristen's voicemail each time (the last time saying we'd be forced to take further action if we didn't receive a call).
  
  Again, the photos attached SHOW examples of the wood/logs embedded deep in the dirt, as well as the depth of brush accumulation. The work that was contracted for an additional $1200 (see estimate photos in original complaint) included, "Add $1200 to remove all brush and clear everything in far rear." It is incomprehensible that East Coast Tree Care can claim that all the accumulated brush - several inches' worth - could have mysteriously appeared due to one or two storms, only a minimal amount of rain as evidenced by the attached report from the National Oceanic and Atmospheric Agency (NOAA) for Ellicott City during the post work period in question. You can clearly see that the thousands of tiny pieces of brush and twigs have been there for ages.
  
  
  Business Response /* (4000, 11, 2022/09/22) */
  East Coast Tree Care believes we have completed the work as stated on the estimate and we do not feel a refund is due. Based on when the work was completed, our follow up, the destructive storms and the delayed complaint, we believe the information our estimator, Carlos, is true and correct.