Complaints

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• Initial Complaint

  Date:05/22/2024

  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.

  This company came to my home to remove two stumps. One of which was considerably larger than the other. Firstly, they did not remove any of the debris that was left behind. The amount of wood chips left behind from the larger stump was approximately 4 feet high and 8 feet in diameter. They should have removed the debris themselves, so I had to get that removed on my own. Once that was done, I discovered that a considerable portion of the stump remained. I called several times to let them know and was only able to leave phone messages. I've given the company weeks to get back to me and no one has contacted me at all. They have no intention of completing the job that they were paid to do and will only continue to ignore my phone calls. I indicated a refund as my desired resolution. I would like a refund of $200 to get a reputable company to complete the job. They are unprofessional and cannot be trusted.

  Business Response

  Date: 06/07/2024

  My husband looked into it and that job was contracted out to him by a tree service. He does what the tree service tells him to do for each particular job. He has reached out to both the homeowner and the tree service but neither have responded. He will be going to the homeowner to get the piece of stump that was left behind. However as far as the chips are concerned, the tree service had instructed him to leave all chips behind, only grind the stump. 

  He just spoke to them and they did go back and remove the chips. Tomorrow my husband will remove the remaining piece of stump. 

  
  

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint at this time. The business offered to come back on 6/8/24 to remove the remaining portion of the stump. As their reply notes, the removal of the debris was not their responsibility. They were only meant to grind out the stumps and leave all of that debris behind. For the record, I did work directly work with the tree service company, who quoted the price for all of the work to be done. I was not aware that they sub-contracted the stump work. My issue was not so much with all of the debris they left behind, but the fact that the remaining portion of the stump was covered by all of that. Further, after calling the tree-service company back, they agreed to remove the debris themselves, which they did. At that point, I noticed the remaining portion of the stump and put in a call to Stump Busters, Amsterdam NY to let them know. I went to voicemail and left them a detailed and polite message regarding my issue. Much time passed and I called again to leave a similar message. So, this is where my main issue lies and what I take issue with. It's not about wood chips, it is that fact that this company never returned any of my repeated calls. They got their money and as far as they were concerned they were done with me. My experience is far different from what their website would lead you to believe. On there it states: "I'm fueled by my commitment to excellence and go the extra mile to make sure my clients are fully satisfied with my work." It also states "I'm a fully insured professional..." I can assure everyone who reads this, that Mike was not committed to excellence in my case and did absolutely nothing to make sure I was satisfied--I was simply ignored.  What is unfortunate is that this also tarnishes the good work that the tree-service did. The fact that they associate with Stump Busters would make me seek another tree service professional in the future. In my opinion, you cannot call yourself a professional when you treat people this way. And yes Stump Busters did finally contact me on 6/6/24. Mike called my cellphone and left a voicemail. I was at work and in a meeting at the time of his call and didn't hear it until much later in the day. He did not contact me to work out a solution. He left an angry and accusatory rant, so focused on the silly wood chips.  Angry at me? For what?  Where's the professional, fueled by his commitment to excellence in this situation? Needless to say,  I did not attempt to call back...a. they'd probably just ignore me again and b. I had nothing to respond to from that rant. What do you say to a person that made you feel threatened and otherwise had nothing productive to say with regard to dealing with this situation.
  
  Regards,
  
  ***** ********