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:11/27/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Wednesday November 27, 2024. All Pro Tree Care drove a large Excavator onto our property damaging the ground-without our consent. They were going into neighbors back yard to clear a tree. We were apprehensive about the machine damaging the gas line under the land that operator drove across. The company had option to remove some landscaping bricks to make way for the excavator but they chose not not spend extra 10-20minutes to avoid any problems. Their lack of care or proper procedures escaled to our griveavances. They told me to consult with gas company. We feel thats their job to get the information. We didnt hire them.Also, We tried to contact the company but nobody called back. A business should not damages people property just to make a quick payday. We told them about the potential of damaging the gas line and not having hot water or heat but they disregard it even snickered at it when we talked to them.

  Business Response

  Date: 12/13/2024

   To whom it may concern.

  *** ***** had a cottonwood tree over 100ft fall on his house on 11/19. *********************** ****, ** causing extreme damage.
  Removal of the tree was an emergency, and for safe removal,equipment was reqd in the backyard. .
  
  Mr. ***** approved access which was over a shared property line without specific boundary.
  The equipment did not damage the neighboring property,landscaping or gas line or meter.
  Mr. ***** called PSE for gas sniffers for assistance, they found no leaks or damage and communicated that directly with the neighboring property owner.
  In addition Mr. ***** is fixing all the dirt that was moved on 12/16, and has been in communication with the neighboring property owner.
  The alleged complaint from the neighbor is not the owner, but a tenant which is mentally imbalanced.
  Mr. ***** has had a long and painful history dealing with the tenant **** ******, who believes he own the home.
  *** ********* who is the owner  is aware of the pending repairs, and is completely satisfied with the work and landscaping repair. 
  In closing, All Pro Tree Care was extremely professional and did the repair without additional damage, and cleaned up after all the tree work beyond compare.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22614529
  
  I am rejecting this response because:
  

  Dear BBB,
  
  
  I am writing to express my concerns regarding the incident that occurred on 11/27/24 and the response received on 12/16/24 from All Pro Tree Care (APTC). It appears that **** took a considerable amount of time to respond, and unfortunately, their response included unprofessional personal attacks.
  
  
  1. **Respectful Communication**: Going forward, I request that **** maintain a respectful tone and refrain from personal attacks. It is particularly malicious to refer to me as "mentally imbalanced." To the best of my knowledge, my neighbor, Mr. ****** is not a medical professional, and I have not been evaluated by ***** medical staff.
  
  
  2. **Focusing on Relevant Facts**: I also request that APTC stick to the facts concerning the incident on 11/27/24 and not bring up unrelated disputes with my neighbor. These disputes are irrelevant to the situation at hand. If necessary, I can provide my side of the story, but I believe that past disputes should not influence the current issue.
  
  
  3. **Unauthorized Trespassing and Property Damage**: More importantly, there was no verbal or written consent given to APTC to trespass onto our property. A representative did approach us for permission prior to 11/27/24, but we did not authorize consent. Despite this, **** proceeded with their plans and drove an industrial-size excavator onto our property, causing damage on 11/27/24. Although they claim to have conducted themselves professionally and without causing damage, the attached pictures clearly show otherwise. One tree is leaning heavily to the right, and the ground is damaged. Attached are photos of the lawn before and after the excavator came through our property.
  
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *** ******

  *I couldnt upload more photos*

  Business Response

  Date: 01/17/2025

  To Whom It May Concern,
  
  We hope this message finds you well. During the recent storm, we experienced an overwhelming number of requests from customers facing tree emergencies. Amid this chaos, we unfortunately overlooked our emails, which led us to miss the BBB's important communication until the final notice. We were genuinely surprised by Mr. ***** complaint and felt it was crucial to share it with the homeowner, Mr. *** *****, to gain his perspective on the situation. Mr. ****** statement expressed his concerns, and we sincerely apologize for any unprofessional remarks made on his behalf.

  As you may know, a large cottonwood tree fell on Mr. ****** house around Thanksgiving. We made every effort to safely remove it by using a crane, but unfortunately, due to the trees location and weight, the crane was unable to complete the job. As a result, we opted to bring in an excavator for safe removal. We would like to clarify that while moving the excavator, we did not cause any damage in the area where Mr. *** expressed concerns. We simply drove through to access Mr. ****** backyard. With over 40 years of experience in the tree service industry, we take pride in maintaining strong relationships with our clients and their neighbors. We believe that Mr. *** may have misunderstood the situation. The gas company confirmed that no damage occurred during our work. We completely understand Mr. ***** desire to protect his family's property, but we also ask that he consider the urgency of Mr. ******* situation, especially during a time meant for family and celebration. Overall, we believe we acted appropriately and respectfully throughout the job. We were on the property with Mr. ****** permission, and we hope that Mr. *** can come to an understanding with him as well.
  
  If there are any further questions or concerns, we encourage Mr. *** to reach out to Mr. ***** directly. Thank you so much for your attention to this matter, and we appreciate your understanding!
  
  
  Sincerely,
  
  The All Pro Tree Care Team

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22614529
  
  I am rejecting this response because:
  
  

  To Whom It May Concern,
  
  
  I appreciate the tree service company's efforts to respond to the complaint. However, it is important to address some key points from a different perspective.
  
  
  While I understand the company faced an overwhelming number of requests during the storm, neglecting communication, especially from the BBB, is a serious oversight that undermines customer trust. I called the company on 11/27/24 but did not receive a call back even though the customer service representative marked it as urgent. Timely communication is crucial in maintaining a professional relationship, regardless of the circumstances.
  
  
  Regarding the situation at Mr. ******* property, the companys use of heavy machinery, such as an excavator, without thoroughly assessing the potential impact on neighboring properties, shows a lack of due diligence. It is not sufficient to simply state that the gas company confirmed no damage; there should be transparent and documented evidence to support this claim before the work commenced.
  
  
  Our concerns about potential damage should not be dismissed as a misunderstanding. A customer's perspective and property are equally important, and their concerns should be addressed with respect and seriousness. The tree service company's assertion that they did not cause any damage should be backed by an independent third-party evaluation to ensure impartiality. The pictures I previously provided show damage. 
  
  
  Furthermore, suggesting that we reach out to Mr. ***** directly may not be the most appropriate course of action. It is the company's responsibility to mediate and resolve disputes arising from their work, not to shift the burden onto the customers. The emphasis should be on open communication and collaboration to resolve the issue amicably.
  
  
  While I acknowledge the tree service company's extensive experience and efforts during a challenging time, it is essential to balance urgency with accountability and professionalism. I urge the company to take a more proactive approach in addressing customer concerns and improving their communication practices to prevent such misunderstandings in the future.
  
  
  I also want to reiterate that we did not provide verbal or written consent to **** to trespass onto our property. Is **** implying that all they needed was the neighbors permission to trespass onto our property? Why did the representative approached us for permission prior to 11/27/24?
  
  
  Thank you for your attention to this matter.
  
  

  
  Sincerely,
  
  *** ******

  Business Response

  Date: 02/13/2025

  According to *** *****, PGE called and told him that there was no damage to the gas line at ************************************************* (Mr. *** ******** residence). He asked the technician to tell Ms. ******* the property owner, the good news. They said they did.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22614529
  
  I am rejecting this response because:
  
  Dear BBB,
  
  At this point, further communication with All Pro Tree Care (APTC) seems futile. They refuse to acknowledge their fault and have failed to provide any evidence that we consented to their trespassing on our property. Additionally, they cannot explain why a representative came to our door seeking permission to bring an excavator onto our property, which clearly contradicts their claim of having prior authorization. Despite overwhelming evidence of their misconduct, they continue to deny responsibility and deflect blame, rather than doing the right thing by owning up to their actions.
  
  
  I urge the BBB to intervene and encourage **** to revise their business practices. They cannot continue to act without accountability, operating as if they are above the consequences of their actions. Such behavior is unacceptable, and they should not be allowed to operate with impunity.
  
  
  Thank you for your time and attention to this matter.
  
  
  Sincerely,  
  
  *** ******