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:08/18/2024

  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.

  Horrible company. One worker showed up about noon, waited for several hours till one more person showed up to help, that guy stood around, did nothing. Another helper showed up and also did nothing. The main worker then started setting everything up. The tree was finally removed around 5:30pm. The large branch was cut up into logs and they couldnt haul it away. They do the minimalist job and ridiculously over charge. I was never given an estimate. If Im responsible for whatever my insurance company doesnt pay, I should have the right to see an estimate of what Im looking at paying and if I want to proceed. This company doesnt do that. Charge for 3 workers when only 1 did the work, is ridiculous. The worker filling out the time of actual work needs to be more honest. Above all, when I communicate to the company that I dont have $4,000+, I received a voicemail that asked what payment installments Im wanting. I write an email back, stating the payments I can afford. They then write back and tell me they dont do installments! In this day in age, what company thinks people have this much money laying around and dont offer installments? Horrible customer service! I shouldnt have to request an estimate, one should be given regardless. I was also told that the $7,000+ that you said I owed, which includes the $4,700 deductible, cant be paid in installments. The $1,600+ that I still owe on my deductible will be on its way, but if you want the rest, well need to come to an agreement on a lower price or pay installments that are acceptable to what I can afford.

  Business Response

  Date: 08/20/2024

  Simply, we have offered payment plan options to ************** multiple times. 
  
  In majority of cases, the insurance company sends their insured homeowner funds (for the remaining amount after a deductible); these funds should be handed off to us for payment of services. We have received no such payment from ************** or his insurance company. There is still a full balance due on the account; no payments have been made to date.
  
  Our services, in summary, included removal of the tree, presence of a crane, crane operator, ground workers, equipment operators, etc. ***************** claim about 1 worker on site is missing complete detail.  
  
  For additional context, please refer to our previous response: 
  
  In our Work Authorization we outline to insured-homeowners, in this case **************, that we perform work at request of the insurance company and must do all work within the limitations of the policy; that any balance uncovered by the insurance company will be the insured-homeowners' responsibility, such as an insurance deductible which is due in full.
  In ****************** case, there was a deductible with this claim which is the dollar amount referenced to. 
  
  We are unable to offer payment plans for deductibles, as we are not the 'appointer,' if you will. 
  
  However, we can offer payment plans for any amount due that is not considered a deductible amount.
  
  Lastly, our records do not indicate that we received a request for an estimate. Also, our notes indicate that we did receive a high "Customer Satisfaction" score from ************** at the time work was completed, so it seems our services didn't cause discontent. But,given ****************** concerns, we can promptly bring this to the attention of the insurance company and assigned adjuster.  here...

• Initial Complaint

  Date:12/28/2022

  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.

  We had a wind storm November 5, 2022. Our 28 year old willow tree blew down.. we called the insurance co.. next we got a call from Timber Warriors.. I thought the insurance co had set this up...I thought we had to pay our $500 deductible and Timber Warriors would send the bill directly to ******** *******.. the next thing I know is that we get a bill for over $4000 to pay directly to Timber Warriors.. I would have never hired them if I knew we would be responsible...we don't have extra money for that.. my husband would have done the job a little at a time ... I feel that we were misled about how wonderful they are for taking care of everything for us... for other people in distress just beware!!!

  Business Response

  Date: 12/30/2022

  It does seem
  that the insured (complainant) and our customer, the insurance company and adjuster,
  did not have successful communication and/or understanding of the policy. In the
  complaint, their insured states that they thought a $500 deductible had to be
  paid. However, the adjuster disclosed to us that the insured has a $500 policy
  limit for removal. The two are different.
  It is very important
  to state that Timber Warriors has absolutely no involvement nor responsibility in
  articulating, explaining, or simply transcribing of insurance policies. In
  fact, it is prohibited for us to do so. We are to strictly respond to the site,
  per the insurance adjuster’s request, and perform work as they instruct. As, we
  are the company that the insurance company and/or adjuster hired.
  The bill we sent
  ended up finding its way to the insured because, as we’ve now learned, the
  insurance company would not pay any additional amount, due to their policy
  terms and conditions. The result, the insured owes a remaining balance.
  It is never our
  intention to mislead our customers nor their insureds. As for this case, simply
  put, we are not responsible for the misleading, as the complaint suggests.