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:03/20/2025

  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.

  I received an estimate for a tree removal job from My Tree Guy, it was done promptly and felt comfortable with the employee who assessed the job. During the discussion I did tell him that my neighbor was also seeking estimates for the tree removal job. We have a dying tree that is right on the property line between two houses. I was happy with the assessment of the job and the estimated cost. The only option I was given by My Tree Guy was to submit a 50% non-refundable down payment for the job. I wasn't given the option to think about it or discuss with my neighbor. In that short time, I tried to message my neighbor about the job and estimate but didn't hear back. So I did write a check for $1650 to put a down payment towards the job. This was on Dec 10, 2024. I had not heard anything about scheduling the job or response from the company after this date. On Dec 26, my neighbor had a different company assess the job and their estimate was $400 less expensive. They messaged us saying that they wanted to use the less expensive service. My wife then called to discuss options with My Tree Guy and had a conversation with the manager / owner. In that discussion she was informed that the deposit was non-refundable and that they would not lower the price. She was frustrated, and expressed that was not a fair business model in a phone conversation with the business owner. Later the same day she did call to apologize about her loss of temper. On the phone, she gave the my tree guy the name and phone for our neighbor to get the job going. This was on Dec 26. We heard nothing from the company from that date. On March 6, I sent an email asking for an update. No Response. Today, 3/20, I called to ask for an update and received a text saying that the contact was canceled and they are keeping the $1650 because of the phone call between the owner and my wife. In the "agreement" there is no language about job cancellation or stipulations on what would qualify

  

  Business Response

  Date: 03/20/2025

  ***** Redner 

  I just received your complaint through the bbb. Im sorry you feel that way but your wife was very rude to me on the phone. Called me several names and told me she was going to take me to court. She wanted her money back and wanted to cancel the job. She claimed that it wasnt your tree and that my sales guy pressured you into it. I said that you are a grown man and should be able to say no.then she proceeded to through a fit. Then she called back and said to call your neighbors because they wanted to talk to us about how we were cutting there trees because they are picky. Then went on to talk more c*** about our company. I have both calls recorded. You have a copy of the agreement you signed. It is not my fault that your wife canceled the job and felt the need to insult me and my company. I am only abiding to what the contract states. If you wanted to get other quotes you normally do that before you hire a contractor. Once you hire a company you stop taking bids! 
  I work very hard to make my customers happy and do a great job for them. To be treated this way by you and your wife is nonsense.