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:04/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  During the ice storm we experienced in early March, several tree branches fell onto my property. Some on the roof of my garage and the others in my backyard. I contacted Metro Detroit Tree & Firewood for an estimate. They came out on Sunday, March 17, 2023 and provided me with an written estimate of $2500 to trim the trees located behind my garage. Also to clean up the fallen branches in my backyard. I agreed to the contract, set up a payment arrangement and they were scheduled to come out to my home on Thursday, April 13, 2023. On this day they came out and did the job, however in the process of them completing the job, they damaged the roof of my garage. Upon my arrival to my home, I noticed two holes in the roof of my garage that were not there when I left my home earlier that morning. I immediately gave them a call to voice my concerns. I spoke with the receptionist. I sent her photos and a few minutes later I was contacted by the owner. He was very argumentative with me. I paid him $1000 and told him I would pay him the remaining balance when I get it. I want the company to take responsibility for the damage they caused to the roof of my garage.

  Business Response

  Date: 05/01/2023

  To whom this may concern,
  We did not cause any damage to the customer's garage roof. As the customer ********************* stated, during the ice storms we had, tree branches fell onto her property which included on the roof of her garage and in her yard. The damage she is claiming we caused was not caused by us but in fact caused by the branches originally falling onto her roof from the ice storm which happened weeks before. That is why she hired **, to remove the fallen branches on her roof, on the ground, and to remove the tree to a certain height. To complete this job, we used a crane which means our branches that we cut did not touch her roof but instead were lifted and placed in the street. The size of the tree branches we cut using our crane were huge pieces that if they were to have fallen on the roof of her garage, would have completely collapsed in the garage roof considering how rotten and soft the roof is. We have pictures to prove the work being completed and branches being lifted with our crane and not touching the roof. Our employees who had to go onto the roof in order to get access to the tree immediately mentioned how rotten and damaged the roof was. They also mentioned how there were piles of branches/sticks/brush, and **** on the roof from the shingles rotting and from how long the roof has had rotting branches on it. In the cleanup process on the roof, our employees blew off the branches and dirt that were originally on the roof further exposing the holes. This was dangerous for our employees considering the fact that they could have fallen through the hole and injured themselves. The roof has not been cleaned or taken care of in years it looked like, as there were no gutters, etc. The garage is visibly decaying and in bad condition which was also admitted by the homeowner. There are pictures to prove it. If a professional roofer were to go on the roof and see the hole, they can tell you that damage was not caused by us and is old damage. If there was any new damage caused that day, the wood would have been bright yellow, not wood that looks decayed and old. The customer was not home during the job and when she got home, she called to complain about the holes in her roof. We immediately responded because we knew we did not cause the damage and had to defend ourselves. We do great quality work and have many customers to attest to that. If we ever cause any damage by accident to any customer's property, we are always honest about it and always fix it. We however will not be taken advantage of to fix or compensate for a bigger problem that was not caused by us. The customer admits her roof is not in good condition. When we went inside her garage to look at the holes from the inside, you can see cobwebs in the holes and rotten debris and dirt directly on the ground underneath the holes which shows the decay over time and not recent. We explained that she may not have noticed the holes before because it was covered by sticks and brush on her roof and now that the roof has been cleaned with a blower, the exposed holes now have light penetrating through. We have talked to her multiple times regarding pricing because she wanted a payment plan which we do not usually offer but because she asked multiple times, we gave her an interest free payment plan which does not benefit us. The amount she agreed to pay initially after the job was complete and the monthly amount after that was never consistent. The form of payment she was going to make the payment in was not held up on her end of the agreement either and she called the day before the job to change it. We disagreed at first but because she kept insisting, we let her pay in the form she wanted to which was not the original agreement form. We feel as though she is trying to take advantage of us and not pay for the service we provided in full. It is not fair to us as an honest business who does quality work to be treated this way. We expect the same honesty back from our customers when she knows her roof was previously damaged and not caused by us. We try our best to work with our customers' needs as it was proven with her. The same day of the job, we asked when she will make the next payment as she has a $1,500.00 balance and she responded a few days later saying I will let you know when Ill have any other payment. It will be soon, within a couple of weeks. We are a business and need solid dates and agreements and this is not fair to us. We want our customers to be happy with the service we provide so we are doing our best to remedy this.
  
  

  Customer Answer

  Date: 06/24/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  

  I am rejecting the business's response. Metro Detroit Tree & Firewood damaged my property. The damage to my roof was not caused by branches that had fallen due to the ice storm. I do not want to argue with the company (****`). I am not trying to take advantage of the services provided by the company nor do I want to be taken advantage of. Just as the company states "We out customers to be happy with the service we provide so we are doing our best to remedy this." I am not happy or satisfied. I would like to remedy this in a professional manner. 

  Regards.
  *********************