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Customer Complaints Summary
10 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Total Closed Complaints
Advertising / Sales Issues
Problems with Product / Service
Billing / Collection Issues
Guarantee / Warranty Issues
Total Closed Complaints
Additional Complaint Information
BBB has identified a possible pattern of customer complaints. Specifically, consumers allege Service Issues stating that the business either failed to provide services, even after being paid and further, that there was damage to homeowners property after the service was completed. BBB scheduled a meeting with the business on February 24, 2015 to address the allegations, but the business asked to reschedule. A phone conference was scheduled on 4/14/2015 however, the company did not respond to the phone call. BBB will make a final attempt to schedule a meeting.
Complaint While trimming the neighbor's tree a branch was allowed to fall onto and destroy our expensive planter. On 10/24/14, Arbor Pro was trimming our neighbor's elm tree near our jointly-owned fence and the ground crewman allowed the large branch/limb to crash into and destroy our ceramic planter, which was located about 1-1/2 feet from the fence. The crewman, **** ******* offered to pay for our planter (evidently from his own pocket) and even gave us his phone @. After purchasing a like planter 2 days later, I called **** to ask for the $110 price of the new planter and he said he'd come by on Saturday (11/1) but never showed. 3 more phone calls to him were fruitless..he never returned my calls. That's when I turned to the company for reimbursement and the sweet-sounding receptionist there took my messages each week (4 calls total), offering to speak to her boss, etc., but nothing ever happened with them either. I told her at the last call if I heard nothing from the company in one more week that I would report them to the BBB. I suspect they all thought the planter was too expensive at $110 but we paid $60 for this (and 3 matching pots each) 10 years earlier. We got this one on sale as it was. I would have thought liability insurance could have made this claim good.
Desired Settlement Simple: $110
Business Response We are in negotiations with Ms. *****, she had stated the "pot" she purchased for $60.00 and now she wants a replacement cost of $110.00. almost double what she paid for it brand new.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The business has MISREAD the cost of the planter. When we purchased it 10 years ago (at least) it was THEN $60. To replace it cost us $110 and THAT was at a 15% discount to boot! Their "adjuster" came to our house and offered us $60. My husband refused that offer (I was gone and did not talk to this man) as that was 1/2 what we paid for the replacement.
Final Consumer Response Arbor Pro has finally resolved our issue by giving us a check for $110, which is what we asked for.
Complaint Did not complete service as promised and will not communicate in adjusting the bill. We contracted Arbor Pro to remove a tree in our backyard and trim another in our front yard in March of 2014. We were told they would provide 24 hour notice prior to the planned service. We stressed notice was important as the tree removal involved crossing over onto our neighbors property and we needed notify him in advance (Arbor Pro had failed to notify us on a previous removal service so we stressed it was important this time). They showed up without notice and completed the service. It was snowing that day the company left branches, twigs, big chunks of bark, and a piece of a rope and pulley in our yard. When we called to inquire about the mess, the woman that answered the phone indicated that because of the snow, they were unable to complete the cleanup, but assured me someone would return to do so. After a week of no response, we ended up cleaning up the remaining mess ourselves as the grass was dying under the branches and bark. Arbor Pro sent an invoice (#240520) for $1504.80. We sent a check for $1404.80 with a letter explaining that we withheld $100.00 due to the failure to complete the cleanup service. We heard nothing back from them and assumed the account was settled until we received another invoice for the remaining $100 on Sept 2, 2014. We sent another letter via certified mail explaining why we initially withheld the $100, included a copy of the original letter, and asked them to either settle our account or to contact us if they wished to dispute this with us. The letter was delivered by certified mail on Sept 11, 2014 and we have yet to get a response.
Desired Settlement We are seeking to have the remaining $100 balance on the account settled as they did not complete the service as contracted.
Business Response From: Lisa Shannon (mailto:firstname.lastname@example.org) Sent: Saturday, October 25, 2014 12:27 PM To: ******* ****** Subject: Case # 75230256
I am having a really hard time responding on your web site, as far as the above case we will give them the 100.00 dollar credit.
Thank you so very much! Have a great week!
Lisa Shannon Office/Account Manager Arbor-Pro Tree Experts 6405 W Mississippi Ave. Lakewood CO 80226 303-935-0005 ext. 113 www.arborprotree.com
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) We are satisfied with the response regarding the $100 credit on the account, however, we have still not received any communication or documentation from the company showing that our account is now considered fully paid. We will keep this documentation from BBB as proof should we receive another statement or claim that there is a past due balance.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Denver. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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