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:04/29/2024

  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.

  I paid $2950 for an Oak tree to be felled, cut up and dispersed on the property. The tree was to be climbed and cut section by section working the way down to the base. I had initial consult with Zac from Dill Tree Care. He said they would take care of it no problem but hauling away would be difficult due to the size of the tree. I agreed it would be cut into pieces and dispersed in the woods in the back acres of land. There were 3 pines that were also felled, cut up and hauled away. I was told the work was complete and sent a video of the tree coming down. They were unable to climb it due to disease. No further photos/information was shared other than work was complete; I sent the check. I was in California at the time so could not see the finished work. When I got to the house I found the large Oak tree going across the edge of my backyard; branches extending into the yard. Called immediately and Austin came back out to re-assess. He said they would come back and cut it up and do their best to disperse it and "make it right". Stated part of the problem was not being able to get equipment to the tree but thought could access going around from side where shop is located where trees more sparse. Said where tree broke off during fall was 6 ft high making it difficult to safely do the job. So two times I had the tree assessed; two times I was told they could complete the work. When they returned; he said it was too dangerous. He said he could not give me any refund. He offered $500 discount on additional work on the property but I felt we needed to see how much of the Oak was able to be cut up/dispersed before figuring what discount would be appropriate. I have bids for $1800-$2000 for other tree people to cut up the Oak and disperse it. Austin said at this time it would be better to "part ways" and he could refer me to another tree company. If they weren't capable of the job they should have referred me to another company initially and not taken my $$$

  Business Response

  Date: 04/30/2024

  Hi ****** thanks so much for the feedback. First and foremost our company is founded on customer service, professional, quality, work, and also remaining safe, and all that we strive to accomplish. We sincerely apologize for any miscommunication between us and you. This is actually the very first bad review that we have ever received since being in business for four years. Every platform we are on. We have five star ratings from tons of clients in two states. 
  

  The matter of the oak tree was communicated to you in all aspects. First off, the oak tree was priced at $2000 not $2,950. The $2950 was from the overall total of the entire job as written on your estimate. Also written on your estimate was a very large discount for the entire job. The discount being $1250. While we were there doing the job, we also proceeded to remove more dead trees in the woods as well.

  when, approaching the dead and decayed oak tree that was already located in the woods, we communicated with you and told you that this tree was deemed unsafe to climb by our team. You knew this, so we decided to fell the tree into the Woods, which was where it was already located. While this was going on, your neighbors were actually there witnessing the entire thing (they actually looked at all parts of the job and verbally said that we were doing great, also communicated with you that everything was well and they also sent you a video of that oak tree falling). Once we cut the tree down we did proceed to cut some of the top/tips of the tree up and moved what we could safely. As stated before, through our communication via text from both Zac and myself, the woods, and where that tree was located, was on the side of a small mountain. It already had a very severe slope. We told you originally that we could not haul this specific tree away, because we did not think it was safe to bring equipment down on the steep embankment specially, dealing with a heavy oak log.

   

  once the tree was down on the ground, and once we proceeded to cut out what we could and disperse what we could safely, we were not able to safely cut the trunk piece of the tree due to the fact that it was about 5 to 6 feet above our heads and we did not feel safe doing that without a piece of heavy equipment, which you were told we could not get down there. After the job had been finished, you communicated with Zac and myself that everything looked great while you were in California. 
  

  you’ve been came back months after we already completed this job and proceeded to say it was not done right. I have offered to give you a discount for the future trimming job that we were going to do for you and also even offered to try again to cut the tree up but I cannot and would not guarantee that we could move a couple thousand pound tree without equipment and also I still couldn’t guarantee that we would even be able to cut it up. Again this all circles around our number one priority as a company which is to practice safety every day in every way possible.

   

  Kind regards 

  Austin D*** 

  Dill Tree Care 

  Customer Answer

  Date: 05/01/2024

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

  The information in the response is not accurate and has a lot of irrevelant statements.
  
  Regards,
  
  ***** ******