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:01/16/2025

  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.

  H363137**3238313831H transcribed from hard copy complaint form received via US Mail:Verbally agreed to have tree inspected then decide if tree should be taken down. Was agreed to come on a Wed/Thurs so I could be home, said they would call the day before coming. Company came out when I was not home, took the tree down w/o my consent. Agreed upon price of $2629 if the tree was taken down. Company damaged my **************** said they didn&#**;t damage driveway. Company also damaged my yard.

  Business Response

  Date: 01/16/2025

  This customer agreed to have the work done by signed contract (see attached). After work was complete the customer stated they werent satisfied with the work due to lawn damage. As industry standard tree care companies may disrupt lawns when performing tree work and lawn disturbances are not our responsibility as it explains this is the signed contract. ********* companies are not responsible for lawn disturbances or hard scape damages. We did not damage any part of this customers driveway at all and we have photos of this. Out of courtesy we seeded and put straw on the disrupted area. After we seeded the yard the customer avoided all phone calls from us and refused to call us back for 3 weeks and also refused to pay us. After several attempts to get in contact the customer called us back to resolve the matter in which they offered to give us only 2000 for the job which we accepted. I am unsure of why this complaint was filled out. We will not be giving this customer any further discounts and have went above and beyond to satisfy them.

  Customer Answer

  Date: 02/19/2025

  2.19.2025 BBB received VM from ****** ****** requesting call back ************.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  As of the date of this complaint, no monies have been paid because no work has been started much less finished and yet I have received four (4) billing emails (see attached). Their salesman specifically stated they would call before coming over. I got no call but four men show up unannounced. I purposely showed the salesman that there were bees in one of the trees and he said he would inform the crew but they knew nothing about it. One of the crew doesn't climb, another was allergic to bees and the other two were afraid. They told me they would send another crew and call me before showing up this time. Still, the only thing I have seen from them since is, four electronic invoices.

  Business Response

  Date: 10/20/2023

  A crew was dispatched to site to find that they could not take the tree down due to the tree having a bee infestation. We cannot put the crews in danger by having them climb the trees and be stung as this could be fatal and is not OSHA compliant. In order for an infested tree to be removed the infestation will need to be remedied by a licensed professional. This customer does not owe us anything and does not have a balance with our company. Please feel free to reach out after the bee infestation is taken care of. We do not require ANY payment from any customers at all unless we complete work for them.  We apologize for any inconvenience. 

  Customer Answer

  Date: 10/23/2023

  I accept the business's response to resolve this complaint.  Even though Scotts does not acknowledge the fact that their salesman was not only made aware of the bees but also said it would be no problem, all I wanted is for them to stop billing me for undone work.

  Thank you BBB for your help in seeing this through.
  Regards,
  ***** ******

• Initial Complaint

  Date:07/29/2022

  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.

  On 7/12/22 Keith, from Scotts Tree Experts, came to our house upon request, gave us a quote and said a crew would be out within 14 days to remove the tree. It is now 17 days after the quote, I have left 2 messages within the last week, the last one being 7/27 @ 10:53 through their answering service asking for a return call with a date of tree removal/or acknowledgement that I am still on their schedule. They have ignored my calls. I left Keith a message on 7/20, he also did not return my call. Their coupon states 15% below previous estimates, which was $4,300. I was being fair since my previous estimate was low, I didn't hold them to it.

  Business Response

  Date: 07/29/2022

  Please read your contract. It has not been 14 business days if you were told that and the contract also tells you to allow 30 days to complete the work at this point we haven’t done any work for you and after filing this complaint I am no longer interested in doing the work for you. We are cancelling contract as per contract terms. Thank you 

• Initial Complaint

  Date:07/21/2022

  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 Scotts Tree to remove a tree piece by piece while still standing to avoid damage to plants/grass and an adjacent fence as well as prune another tree to Arborist standards and grind 4 stumps for a total fee of $2,568.00. The Estimate number was 3824977. The business did not remove the tree as described to me which is what justified the higher price than a typical tree removal, the removed the tree quickly resulting in damage to surrounding plants and lawn. Additionally, the tree that was pruned was not pruned to standards as significant branch stubs were left in the tree despite being reassured their company would t do that. I reached out with my concerns and was told they won’t adjust the estimate price then asked to speak to a manager to which they said I couldn’t but the estimator did and confirmed they won’t adjust the price. Their contract language is aggressive and required I pay despite being dissatisfied so I paid anyway. When I signed the contract it was on an iPad and wasn’t clear what I was signing.

  Business Response

  Date: 07/25/2022

  I was unaware that this customer was dissatisfied with the work. The office did not know about these issues and we will handle this with the estimator that the customer called back. I was able to speak with the customer and resolve the issue and we have came up with a resolution for a good faith $200 refund. Thank you for your business

• Initial Complaint

  Date:06/15/2022

  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.

  I contacted Scotts Tree Service from a flyer I received in the mail. I scheduled a guy to come out an survey the work that needed to be done. Cut down an dispose of 2 trees, cutting the limbs off 2 other trees an clearing out from under one of them, trimming one bush, and clearing the small area where the 2 trees were cut down. 3 stump grinds to follow on a later date. The guy even spray painted the area that needed to be cleared. The tree crew came out about a week later to do the work( except for the stump grinding) on April 12. I came out when they were pulling out the driveway to see that they didn't clear the area that was spray painted off for them to do. I immediately called the guy who came out for the estimate an told him, he replied they would come back out to finish the job later. The invoice came via email the same day,I called the guy who gave the estimate an asked if I should wait an pay it when they come back an finish the job. He said if I waited to pay that I would lose any discounts that he gave me and I would owe more money. So I paid it that same day. I called numerous times to an answering service an never got a response back. The stump grinder came on June 1st an called me cause the area were the stumps were was grown over an he couldn't find them. I told him were they was an he did that job. I called a number I found on Scotts Tree Service website on a picture of one of their trucks an called it. The guy was very rude an short with me one the phone an demanded pics of the area that needed to be cleared, I sent 2. He said the tree crew would be out the next day before noon. I haven't seen or got a call from anyone. They have my money and the job is paid for, I just want the job finished and I get what I paid for in a timely manor. Today is June 15.

  Business Response

  Date: 06/24/2022

  The crew did the entire job other than the small $200 portion was missed. I dont know why the customer did not tell the crew while they were there they missed this however we re-dispatched the crew over a week ago and the crew cannot seem to find the small area the customer wants cleaned up that was missed and customer was not home at that time. This job is almost 1 hour away from our yard. We will refund the $200 line item from the work order that was missed. We apologize for any inconvenience. 

  Customer Answer

  Date: 07/14/2022

  7.14.2022 BBB received a phone message from Brion Dixon stating he has not yet received $200.00 refund. 

  Business Response

  Date: 07/15/2022

  Office Scheduled refund check date was input 7/20 should receive it by 7/22. Thank you