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:02/10/2024

  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.

  Re: Tree Maven, Winnipeg, MB
  I am seeking a resolution of a total refund of the fees paid to the above noted business for services that were delivered satisfactorily.
  Background & Details:
  A $********* contract was initiated with Tree Maven in April 2021 to install black spruce trees with reported warranty term of 2 years. ********* ****** **** *** ***************** *** ***** ** ***********
  Following installation in the soring of 2021 several trees began to perish commencing September 25, 2021, with multiple images sent to Tree Maven. ***** ***** ************
  On April 7, 2022 (and multiple dates thereafter) I requested Tree Maven to attend the property to assess the number of replacement trees required.
  On June 13, 20222, Tree Maven attended the property for a site visit to inspect dead trees. ***** ***** ************
  In August and September 2022, I attempted to reach Tree Maven by phone and text on eight occasions.
  I attempted to send a letter in writing to Tree Maven however, the business address on the internet at the time was associated with a mall address that did not rent to this business. To date, the company Facebook page provides a false address/location.
  On October 25, 2022, an ISA Board-Certified Arborist from an independent company observed 36 dead trees with hand excavation determining the depth of root flares revealing that the dead trees were planted significantly deeper than the healthy trees. **** ******** ***** **** *** **** ******* ********
  I was provided an alternative address by the referral source that connected me with this business. On November 1, 2022, I sent a registered letter to the owner of Tree Maven at this address which was returned by ****** ***** **** ************
  On November 4, 2022, a second ISA Board Certified master Arborist, ISA Tree Risk Assessment Qualified, ASCA Registered Consulting Arborist, evaluated the trees on site indicating that the dead spruce and root ball required removal as the trees were planted too deep with suboptimal soil oxygen levels. * ***** ********
  On June 9, 2023, and June 12, 2023 an ISA Board Certified Master Arborist, ISA Tree Risk Assessment Qualified, ASCA Registered Consulting Arborist, attend the property to conduct a formal tree appraisal with finding revealing now 38 of 66 trees examined were dead and 9 additional trees were recommended for removal due to poor health. The ISA Board Certified Master Arborist concluded, in a tree Appraisal Report dated December 5, 2023 “For the trees in poor health they will likely die within two growing season”
  
  The Tree Assessment was correct. The trees originally planted by Tree Maven have continued to parish, rendering the shelter belt ineffectual. ** *** **** ********** ******** *********** ** *** ******* ****** * **** ******* **** ****** ** ********* ** **** *** ** **** *** ***** ** ** * *** *** ** ********* ** ********** **** ********* * **** **** * ***** ** *** **** ***** ********* **** ********

  

  Business Response

  Date: 15/10/2024

  I am writing in response to the complaint submitted to the BBB by a customer on Oct, 2 2024.

   

  Tree Maven Tree Service Inc. was contracted to provide services at Wilkes Avenue by the customer in April of 2021. The services stated in the contract were completed in May of 2021. Payment was received in May of 2021 as it is due upon completion of the fulfilled contract agreement.

   

  To summarize, Tree Maven Tree Service was contracted by the customer to complete services at her residence. Once the contract was completed to the customer’s satisfaction, payment was then received in full. This finalized the contract agreement condition; to pay upon completion.

  Due to the factors that I’ve disclosed regarding the transaction that transpired with the customer; Tree Maven Tree Service has concluded that they are not in violation of the contract, therefore, the request for a refund on services completed will not be considered.

   

  ******** ** *** ********** ******** ********* ********** ** *** ******** **********

  Regards,

  Alayna *****

  Tree Maven Tree Service Inc.

   

   

   

  Customer Answer

  Date: 28/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: I do not accept the response made by the business to resolve the above noted complaint.
  The company opines that “services stated in the contract were completed in May of 2021. Payment was received in May 2021 as it is due upon completion of the fulfilled contract agreement. Once the contract was completed to the customer’ s satisfaction, payment was then received in full. This finalized the contract agreement condition; to pay upon completion.”
  I am rejecting this because the contracted services included supply and “labour” to “plant” the trees. As indicated by the company in the reply, payment was due on the date the trees were planted. Payment acknowledged only that the trees were received on site and in the ground.
  As reflected by two independent ISA Board Certified Arborists, hand excavation is required to determine the depth of root flares. This analysis is outside of my scope as a consumer.
  As outline in my complaint, the ISA Board Certified master Arborist concluded, in a Tree Appraisal Report dated December 5, 2023 “All the assessed trees were planted too deep, varying between 20mm to 170mm. Regarding the tree health, 38 trees were dead, 9 were in poor health and 19 were in fair health.  The majority of the trees are dead, counting 38 out of 66…For the trees in poor health, they will likely die within two growing seasons. (Note that some of the trees had already died and been removed prior to the assessment)
  To conclude:
  Time was required to me to realize that there had been services that were delivered unsatisfactorily.
  Once I realized the extent of damages, the issue was brought to the attention of the company owner multiple times verbally, and through multiple text message, one of which was dated September 16, 2021, * ******** ** ** ********* ********* *** ***** ******* * ****** *****
  Tree Maven’s position in inconsistent. They did not respond to my concerns expressed in 2021, shortly after planting, by stating that payment “finalized the contract agreement condition” as they claim in their response to my complaint of September 30, 2024. On the contrary, on September 19, 2021, the company owner responded to my concerns regarding the trees dying replying in text “You are worrying me”. ******* *** ****** **** ** *** ******** ***********
  Upon receiving notification of my concerns, Tree Maven did not Take measures to mitigate damages and as a result, I continued to sustain financial hardship, and the shelter bet Tree Maven had been contacted to supply and install perished.
  
  
  * **** ******** *** **** ***** ***** ***** ** **** ** ******* *********. As concluded by the ISA Board Certified Master Arborist, trees have continued to slowly die due to vulnerability caused by planting contrary to industry standards. Services were delivered satisfactorily.
  
  ** *** **** *** ********* ******* ************** ** ******* ******* ** ******* ************* ********* *** ******* ********* ** *** ****** ****** ******* *** ************
   
  Sincerely,
  
  Lorraine *******