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:11/19/2024

  Type:Product 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 contacted flower city tree to have a few sumacs removed in early October. They never told me when they were coming and a man just showed up in my backyard. I told him what I wanted removed. Then they sent a quote and I approved it. I never received a confirmation email when they were coming to do the work, so I called and she sent the email over saying they would do the work on October 25,2024. They came while I was at work on October 23rd, 2024 and removed all of my bushes in my backyard and NOT my sumacs. I did NOT want any of those bushes removed. I tried to get a hold of someone to discuss and I only got unprofessional text messages back on the morning of October 24, claiming they were in meetings (as to why they couldn’t call me back). I finally got a call back around 11am on October 24th, and he said he would get a crew out to take down the right tree the next day (October 25th). On the afternoon of October 24th, that same number texted me asking me to take my 1 star review down from ******. My reply was “I will consider it after the work has been completed”. They came out the next day and removed my sumacs. I paid my bill to them of $500 as they requested. Then on November 11th, I get a call from an employee asking me to take my review down from ******. I told him I would think about it, but I left it up. On November 19th, they replied to my ****** with innacurate information and false time stamps of what was said between me and the company. I have text messages and time stamps on texts and phone calls to prove it. They will not stop heckling me, including on FB. At this point I want a full refund. This was the worst experience I have ever had with any business as they continued to remain extremely unprofessional and ended up straight up lying in their reply back to my ****** review.

  Business Response

  Date: 11/20/2024

  All details are in the zip file attached including the emails she claimed she did not write. ****** ***** signed a contract that was for "Remove sumac bushes and maple saplings backyard" and wanted us to return for Sumac Trees.  The owner when we were out of meetings within less than 3 hours of her initial call in, personally called her and we sent someone the next day even though it was not on her contract, but to help alleviate the situation. We know ****** is used to dealing with a big corporation, but small businesses heavily rely on their ****** reviews. ****** claimed we had lack of communication but we showed the log and very quick response, it is not like a grocery store where you have tons of employees that can assist, there is one secretary that answers the phone and when she is in a meeting we respond quickly. Within three hours having a solution to a complaint is beyond fair, again small business vs large corporation. Upon calling in her other complaint was someone just showed up. That is literally explained on call in, we take down the information and then we send someone out to estimate. That person will take pictures of the work that will be done and then will email over the proposal that way our customers do not have to be home, which makes the response quicker and the customers not being tied to their home for an estimate. We only estimate with wrapped vehicles that have Flower City Tree all over them, so there is zero confusion on who is at your house. Also, if you request an estimate, you have to expect someone will show up. Our proposal is in the zipped file and on page 2 you can see pictures the ones with the number 1 above them are the before pictures the ones with no label above them are the after picture. As you can see the proposal ****** signed was for sumac BUSHES and maple Saplings, no where does it say trees, there in the picture you can see the work was completed to contract. ****** also was upset about not receiving a scheduled date, the email was sent but sometimes carriers kick it to spam so we simply resent it without a problem and our wording is very clear "Your job for ** ******* ***** ** has been tentatively scheduled for 10/25/2024. Please respond to this email to confirm the date, please remember your job is outside and it is unnecessary for you to be home. We ask that you stay out of the work zone for safety. and we may have to change dates due to weather or other events that occur. Thank you for your patience." Coming 2 days early customers would be ecstatic about and we get begged daily to come earlier if we can. We work safely and diligently to get to as many customers as we can daily. We returned and did more work beyond the contract at no additional price. As you can see in a text she said she would think about taking the review down after we returned, Steve simply followed up on this. We then responded to her review with factual dates and times and she got upset and in her words "blast Flower City Tree" on facebook and made it public. When you mention a business there are notifications that go to owners and staff and they can respond, as Andrew the owner did in a very civil manor, as well as she made it public so ANYONE can see and comment.  ****** continued with false accusations and name calling on her PUBLIC post with Flower City Tree mentioned. We will not be refunding any money, and the deformation of character she continues needs to stop please. We completed our signed contract and beyond. 

  Customer Answer

  Date: 12/03/2024

  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.  For your reference, details of the offer I reviewed appear below. 

  Please see the attached screen shots of the emails they claim I sent. See the highlighted portion is not from me, but it is a notification that they must have set up for when someone leaves a review or tags them on Social Media. This was not me directly reaching out to them, and the "response" back from Julie, was not sent to me but to the email "*********** *********************. 

  It might help for you to check who is sending you an email, and who you are emailing back before you go making false accusations, as none of these were ever direct emails from me. These emails you received are clearly notifications after I submitted my bad review for your business when no one would respond to me.

  This is all I have left to say as they will never admit fault to their actions. Sad, but true. 

  
  Regards,
  
  ****** *****