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:07/17/2023

  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.

  we had tree work done week of May 1st, 2023.we signed a contract for an estimated day rate of $2,200 per day for up to 4 days. plus an excavator for 2 days at $1000 per day. We did not authorize any additional hours or crew.the crew worked for 3 full days, then came late (9am) and left early (2:30pm) on the fourth day after taking an hour for lunch, thus making it a half day. so 3.5 days x $2,200 = $7,700.the excavator came for 2 full days and then two 1/2 days for a total of three days. 3 days x $1000 = $3,000.$7,700 + $3,000 = $10,700.we promptly sent them a check for $10,700 with an annotated invoice on 5/15 after which they came back with a text message saying we owed them for the additional 1/2 day, which we responded to and explained the crew did not work. we didn't hear any further response from them. But they did not cash the check. after a month, they sent a letter on 6/30 attempting to itemizing individual crew labor hours for exactly $917 in an attempt to pad the 1/2 day out to the original $1,000 extra they are claiming they wanted. no mention of any hourly charges were included in the quote or invoice as this was a day rate.we believe they are trying to unfairly renegotiate the contract.

  Customer Answer

  Date: 07/28/2023

  I have not heard from the business in response to my complaint.

   

  i would like to continue to pursue this matter through BBB and give the business some additional time to respond as they have been somewhat lagging in this regard up to this point.

   

  they have also still not cashed the payment check we sent them originally, and since our desired resolution is a simple billing adjustment to correct an over-billing situation, we do not have an immediate financial impact to us.

   

  thanx.***

  Business Response

  Date: 08/03/2023

  To Whom It May ***************** have responded in a timely manner to every complaint by ******************:

  5/9/23 1:34pm - We emailed invoice.

  5/9/23 2:23pm- Customer emailed response disputing invoice.

  5/9/23 2:45pm- We emailed response with explanation of invoicing. 

  5/12/23 11:27am- Customer responded by email.

  5/16/23: Customer sent partial payment with amendments made to signed proposal.

  5/20/23 8:24am- **** left 2 minute message for customer (via ******* Wireless phone records.)

  5/29/23 12:52pm- **** left 1 minute message for customer (via ******* Wireless phone records.)

  5/29/23 12:58pm- **** texted customer as submitted as evidence to this response, which is date and time stamped.

  5/30/23- Customer supposedly texted **** as was submitted to BBB as evidence by customer, but **** never received this message in his ******* Wireless history.  In our opinion, due to the fact that there is no phone display on this evidence, nor date or time stamp, this is not viable evidence.

  6/28/23 1:19pm- We sent certified letter explaining disputed time/costs, as we never deposited the submitted payment due to the fact that he never responded to ****'s 2 phone calls or text message as listed above. 

  7/17/23- BBB sent us email? We never received as I checked all email history on our end.

  7/28/23- BBB sent us email? We never received as I checked all email history on our end.

  8/3/23- BBB sent us email:  We just received and *************** in kind.  

   

   

   

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  as it is obvious from the business response just received, they are documenting the continuing history of communications issues on their end from the beginning of this issue ... and continuing even now with the BBB efforts to get a response from them.

  the response they have finally sent does not address the fact that they are trying to adjust billing to 'add man-hours' to a 'day rate' (as one of the attachments we provided shows), plus that attachment also shows they stated that they in fact did not complete a full day of work on the fourth day, but rather they left early at 2pm.

  we honored the contract immediately on completion of the work by providing full payment, excluding the excess charges.

   Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/07/2023

  In response to ********************** response, I have attached the original letter of explanation of charges that we went over with our attorney and sent certified mail, due to the fact that ****************** would not take ****'s calls to go over the charges so that there was resolution on both sides.  Instead, ****************** chose to contact the Better Business Bureau.  I am not sure what else we can do from our end if ****************** refuses to have a conversation with ****, the owner, to resolve this.  

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There is nothing further to discuss.  The hours were billed incorrectly.  An appropriate adjusted was made.  Payment was mailed promptly.  The business needs to cash the check.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******