Complaints

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• Initial Complaint

  Date:10/25/2023

  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 was given a cost to flush and remove stump for $125.00 and $350.00 to grind and remove stump. They did not do the grinding and removal of stump. Instead at his suggestion he just flushed stump and removed it. He covered the remaining stump up with soil that I already had plus wood chips from stump. When he told me by email that the cost was $475.00 the total I was told for both jobs even though he didn't do the grinding. I argued with him for over a month and he started stating all these other things he did which weren't discussed with me that would cost extra. I think he rips people of especially the elderly which I am. He also said no fence damage occurred but I have a hole in my fence.

  Business Response

  Date: 02/18/2025

  On Wednesday September 13, 2023 our company was contacted about ****** ******** job and need for partial tree trunk removal and stump removal through a mutual friend referring us. On Thursday, September 14, 2023 we responded in person to provide an onsite estimate and documented the scope of work. The customer was provided a written estimate based on the services needed totaling ($475.00), and agreed verbally to the estimated price, scope of work, and service date of Tuesday, September 18, 2023. On the morning of Tuesday, September 18, 2023 the customer, ****** ******, was contacted telephonically confirming we were coming and when to expect work crews to arrive and start the work. We do this with all our customers to maintain their confidence and particularly with new customers we want to confirm nothing has changed before we arrive. Somewhere mid-day on Tuesday, September 18, 2023 after the tree truck was flushed and removed our stump grinding subcontractor arrived with the equipment to grind the stump and complete the next phase of the work. Upon his assessment of the work site he deemed it not safe to grind the stump due to the fence post being located inside the tree due to the years of over growth. He permitted that if we removed the fence and the post that we could reschedule his portion of the work on another day. The customer was immediately consulted with this information and given two choices. We could have (A) removed the fence and rescheduled the sump grinding or (B) cut the surface level roots out with a chainsaw and manually cut the stump from the fence post and use excessive cutting techniques to lower to stump under the soil level. The customer, in my presence and in-response to our consultation, chose option B for fear of having to rebuild the fence. At that time we all agreed on terms and the work was completed in the following 120 minutes. The customer had to leave during this time for a personal appointment, so it was communicated that she would receive a digital invoice amended to the services provided. At that time I advised that she would receive a partial discount due to us not having to pay the subcontractor fees to grind the stump somewhere around $30. The customer verbally acknowledged this information and had no dispute with this information in the conversation. Around 4pm that day our work was completed and a picture (which is attached) was taken of a clean yard and completed job. A week later the customer received their invoice from us totaling ($475.00) with a sales tax absorption to the bill totaling ($29.30)--7.5% Montgomery Co. This served as the discount to the bill and was the most efficient way for us to itemize on the invoice. On Friday, September 26, 2023 the customer reached out to us via sms text message inquiring why the price was the same ($475.00). We responded promptly that day and reiterated what we had spoken in the yard (9/14/23) and agreed upon. The customer was not understanding or recollecting the conversation so a telephonic call was made to amicably mitigate the confusion and further more escalation. The customer did not answer any telephonic calls from myself or our company attempting to clear the air and resolve the issue between both parties. We made (6) telephonic attempts between 09/26/23 - 10/12/23 and all we received back were hostile text messages and short responses. In this text discourse offered and urged the customer to speak to us telephonically, which we find a best practice for resolution. She asked for a lengthier explanation on the services she received so we responded on Friday, September 28, 2023 with a expanded invoice and we further discounted the price to allow for settlement totaling ($420.00). This was sent to the customer electronically via sms text message on Friday, September 28, 2023 07:48. She requested we bring her a copy of the invoice and the the digital copy was insufficient to show to her attorney. We delivered this personally and attempted to speak onsite but she would not answer the door. We respected her wish to privacy and left it at the front door. Final correspondence from the customer was received via sms text message on Tuesday, October 17, 2023 advising a check was in the mail and then she complained about our residential address for the business. Unsure of her motive, the company responded with a warm text back the same day. A check totaling ($420.00) was received later that week. This concluded our discourse with ****** ******.