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:05/12/2025

  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.

  I hired Monster Tree Service of North Charlotte for their Soil Health Program to protect and nourish the trees, shrubs, and bushes on my property. The salesperson was convincing, and the vision sounded great. But the execution and especially the follow-through was deeply disappointing.Heres what their manager confirmed as the timeline of service:April 24, 2024 Service Confirmed June 10, 2024 Service Confirmed Also the day they busted a buried water line $1,250 plumbing bill I had to cover myself September 9, 2024 Service Confirmed, but no documentation of when or what time November 7, 2024 Same thing service "confirmed" but no record of time or activity March 12, 2025 Again, no visibility into the time or scope of the service When I brought up the water line damage, the manager pointed straight to the fine print: "Monster Tree is not responsible for underground utility damages."So Im out $1,250 with no apology, no support, and no ************* forward a few months: 2 of my Thuja Green Giants are dead, and a third is barely surviving. Thats $500 worth of trees gone, and their response? "We dont guarantee trees will make it we just give them the best chance possible."So lets do the math:$2,250 paid for the Soil Health Program $1,250 to fix the busted plumbing line $500 to replace two dead trees Thats $4,000 spent for results I could have matched by doing nothing.Services were inconsistent, undocumented, and ineffective. And worst of all, no one at the company including the franchise owner showed the slightest interest in making things right.What I asked for was simple:Replace the dead trees.What I got was silence, finger-pointing, and a bill.

  Business Response

  Date: 05/28/2025

  We have already contacted and concluded the issue with this client.  We dispute the facts written by the client with BBB which only surfaced after months of trying to collect payment for the bill.

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because:
  

  The business said they have concluded this issue.  I paid the business in full even though they failed to provide any resolution, killed my trees, took no responsibility in  bursting sprinkler pipe causing approximately $1,200 in damages.

   

  Asking for them to replace 2 Thuja Giant trees that were already 4-5 ft tall.

  
  

  Business Response

  Date: 05/29/2025

  We reiterate our objection to the facts stated by the client and are offering no further resolution on this matter.

  Customer Answer

  Date: 05/29/2025

   
  I am rejecting this response because:
  

  Please provide what resolution has been provided for this matter aside from accepting payment in full and service cancelation. 

  
  

• Initial Complaint

  Date:05/22/2024

  Type:Order 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.

  We reached out to Monster Tree Service to remove 4 trees, the branches on 1 tree and 2 stumps. The company successfully removed the 4 trees and the branches from the 1 tree. On May 17th, MTS came out to remove the 2 stumps. They successfully removed one the requested stumps, but they then removed a ***** that was not requested to be removed. This complaint is specific to the wrong ***** removed. The removal of two stumps cost a total of $300. The rep that I initially talked with was *************************. We walked the property and discussed each tree and ***** that needed to be removed. Both stumps I requested for removal were in front of the house. On this left side of the house is our garage, trash cans, an old existing ***** and the incorrect ***** removed. This was not necessary, nor worth being removed. I had no desire for this to be removed as it is not in front of the house. I am left to believe ****** was confused as we discussed all ***** removals at one point in our discussion and he even suggested they could remove the old ***** that was in that same location. By the end of our conversation, I recapped which trees and stumps were to be removed. I was left with the impression there was no misunderstanding. The attached agreement was written, and I was asked to sign. The contract was sent to my wife's email. The contract was written incorrectly with the wrong ***** assignment. I was unaware that we had a misunderstanding till they removed the wrong *****. Because of the misunderstanding, I suggested two options: 1. I asked to have the correct ***** removed w/o charge. 2. Remove the cost of the (wrong) ***** that was removed and leave it at that. This is not ideal but may be beneficial to MTS as they would not need to send a crew out a second time.****** wanted to do what was right, but management denied both suggestions. The mistake was on their end, however because the contract was signed, I am left frustrated and angry.

  Business Response

  Date: 05/29/2024

  General Manager contacted the customer, a potential resolution was offered and the customer declined.  My understanding is after that conversation in which a misunderstanding was identified both parties now consider this matter resolved.  

  Customer Answer

  Date: 06/03/2024

  Rejected: They wish for me spend additional money to achieve a goal which I had requested originally for a price we originally agreed on.  The goal was to have two stumps removed in the front of the house.  This was discussed and agreed upon, however because of a misunderstanding on Monster Tree Service, they removed a ***** on the side of the house that was hidden and did not need removal, charging $150.  This was the mistake.  $150 is too much for a ***** hidden.  The 2nd mistake, I was not provided with the written contract when asked to sign for their services.  Since we just had the discussion, I understood we were in agreement, and I entrusted that MTS was a reputable company and stand on principle. The 3rd mistake that was on both parties is that MTS did send the contract I signed in email.  They sent it to my spouse and not my personal email.  The contract did have the incorrect ***** assigned in the work order.  On my end, I never saw this till after the work was completed.  After seeing the mistake, I expected MTS to see there was a few mistakes that occurred and through quality customer **********************, they would have taken the correct steps to correct the mistake without charge.  The rep I worked with agreed they should, per conversation over the phone, however, the company turned out to not be honorable and is insistent that because there were misunderstandings on both sides, they should go ahead and charge me additional money to achieve what I was expecting to have already been agreed upon. Sadly, the customer is not always valued in some companies and that is the feeling I am left with after working with MTS.  When a company is not honorable, I will simply stand on my principles and use the tools I have to make sure those around me are aware.  I am left feeling frustrated and having a service fully paid for that is 15% incomplete.