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The Coastal Communities of North and South Carolina

BBB Business Review

BBB Accredited Business since 12/30/2009

Mastercare Contracting, Inc.

Phone: (843) 215-3511Fax: (843) 215-5951View Additional Phone Numbers550 Garden City Connector, Murrells InletSC 29576-7846 Send email to Mastercare Contracting, Inc.

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BBB Accreditation

A BBB Accredited Business since 12/30/2009

BBB has determined that Mastercare Contracting, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered Mastercare Contracting, Inc.'s rating include:

  • 16 complaints filed against business

Factors that raised Mastercare Contracting, Inc.'s rating include:

  • Length of time business has been operating.
  • Response to 16 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

15 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues3
Delivery Issues1
Problems with Product / Service11
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 15

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Mastercare Contracting, Inc.

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (15)BBB Closure Definitions
09/15/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Improper or inferior service

Complaint: Did not trim Live oak tree to our satisfaction. Trimmed one limb and cut off end but did not trim other limbs. Unhappy with final service.
Contracted with Mastercare to have several trees in yard trimmed. One of these trees is a large Live Oak tree. Trimmers trimmed one limb and cut off end and when told we don't want the end of all limbs cut off they stopped and did not finish trimming the rest of the tree. We thought they were going to come back the next day and finish but when questioned they said they were finished and we would have to all owner, ** **********, which we did. We told KC they needed to finish the job, he said they would come back on Friday 7/25, they did not show up. When called again they said they would come on Aug 1-4 but again they have not come back. Rest of the trimming was satisfactory but we are very dissatisfied with the trimming of this live oak tree, it needs to be completed.

Initial Business Response
I am sorry about the tree trimming incident. I cannot agree to refund $500 for the tree trimming. We did more trimming throughout the property. I will agree to $300.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

08/22/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to respond to phone calls or written requests for assistance or support

Complaint: Mastercare installed 2 palm trees in my yard 11/24/2013. One of the trees has died. Mastercare failing to respond appropriately.
Contacted Mastercare on 6/16/14 and set an appointment with ** to meet at our house. NO SHOW.
Mastercare will not answer phone when called and do not return calls. Sent E-mail on 7/10/14 requesting info, with response from them that they would check with ** to see if he came by. 7/18/14 called with no answer and sent second E-mail requesting info. E-mail returned on 7/22 saying ** came by and all was " ** looked at both palm trees and they are both just fine." to which I responded," I disagree...
The shorter palm tree closer to the driveway has "trunk rot" or soft bark on the trunk as described from information I have found online. This tree is not showing any sign of growth, and has not taken root as it is loose to the ground.... shakes easily.
The other tree is showing some growth, but also has a few soft spots on the trunk."
Mastercare will not return calls or E-mails since.

Please help. 1 tree dead, brown at top, one trunk growing soft spots.

Initial Business Response
I have contacted the man that does our palm tree installations. He is going to contact ***** this week to make arrangements to replace the one dying palm tree only.

Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)
The new tree was installed today....
Thanks for your help.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

08/11/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to provide promised assistance or support for products or services

Complaint: Prepaid to have a tree removed will not respond to our phone calls
Hired company to remove and trim trees. Agreed to a price of $1,575.00. While trimming they found a whole in
a tree and recommended tree be removed. A price of $300 was agreed on to remove tree and stump. Did not have time that day-July 22 to remove tree said they would be back next day. Spoke with office and was told they couldn't come back next day because of backup from all the rain. Said they would come the 28 or 29 of July. Have not been able to contact then after repeated phone calls. They have never returned one phone call. We wrote a check for &1,875.00 for the work that was to be done

Initial Business Response
The tree was removed today and the stump will be ground either tomorrow or Wednesday.

We are sorry for the delay. The rainy weather and personal, family matters delayed us in getting there faster.

Initial Consumer Rebuttal
the consumer stated that the tree has been removed but the stump still needs to be grinded down. The business stated that they would be out but as of today have not. The consumer will contact us once the business has grinded down the stump.

Final Business Response
We are having mechanical problems with our machine. We hope to be able to grind by Monday or Tuesday of next week.

Final Consumer Response
Consumer states:
Complaint has been resolved.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

06/03/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Delayed completion of repair

Complaint: Master Care was hired to trim bushes and trees.
Trees still contain dead branches and bushes were not touched.
Won't return calls or emails.
Master Care came to do the work when I was not in town.
*********, the president called me on my cell asking for a credit card even while her crew was still on the site working. I agreed but asked that a few photos be emailed to me to which she agreed. While I returned to town I found that none of the bushes has been trimmed and the trees still had dead branches. Several days later *** another owner came to the property and agreed to send his guys back that afternoon. I received a call later that day saying they couldn't make it that day or the next but would be out on. "Wednesday", the day I told **

Initial Business Response
The proposal sent to the customer stated that we were going to trim/elevate the pine trees which was completed and that the wax myrtles in the back would be elevated/dead removed.

The customer does not live here full time and was okay with us doing the work while he wasn't here. We completed everything that was on the original estimate.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm amazed that Mastercare would think that anyone would accept this response.
First, if the owner would have felt that the job was complete he would not have agreed to have his crew "that's working in the neighborhood" come back and "finish the job". They even called, cancelled and rescheduled the appointment.
Second, No tree company, at least no respectable tree company would even think of quo trimming job with the intent of leaving DEAD LIMBS. They would have to know that eventually they would come down on the property and the house.

Final Business Response
Like I said before, we were paid to trim/elevate the pine trees which we did and to elevate/remove dead out of the wax myrtles in rear which we did.

I fulfilled the contract, but if Mr. ********* is not happy with the work that was done, I can refund him $150 out of the $850 he paid.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I've already spent more that the $150.00 just to have the dead branches that came down this winter removed from my yard, the money can be used towards having another tree service come in and complete the job.

Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.

04/08/2013Advertising / Sales Issues | Read Complaint Details

Additional Notes

Complaint Category: Advertisement misrepresented a service

Complaint: False Advertising
An ad was in the Sun News twice this month (January 2013) by Master Care Inc.

When it first appeared I called and asked for a tree removal located at an apartment building I own @ (***********MB)

The person I spoke to (*********) relayed they would immediately look at the tree (which was marked)

After one week I called again and ********* relayed they would look at it on a Friday (which was two Fridays ago)

Since then I have called twice leaving messages and one e-mail with no response.

The Master Care ad states "Super Sale January - Any Tree Removal $150.00"

This is false advertising since they will not respond and / or honor it.

If you need additional information please feel free contacting me.

Thank you,

Initial Business Response
Yes, I did have an ad running in the Sun News paper in Dec. and Jan. When I placed the ad, I was not aware of the overwhelming response I got. Unfortunately, I was not able to do every job or look at every job. I am sorry that I have upset this potential customer but like I said the response was overwhelming and I could only do so much.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like Mastercare to honor their ad and to remove my tree (marked with black tape around it) located at XXX XXrd *** ***** in ****** ****** I responded to their ad and expect them to honor it.

Final Business Response
Like I said in my first response that I had an overwhelming amount of response to the ad. I couldn't do all of the work. I am sorry but there is nothing I can do now. If the consumer wants to wait until the special runs again, I will make him priority.

Thank you

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

Page 1 of 3
09/09/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to respond to phone calls or written requests for assistance or support

Complaint: Mastercare removed a tree, demanded payment before stump removal was done. Begged for someone to do stump removal. Finally came made a mess no cleanup
Mastercare did tree removal in front yard. Wanted payment before stump was removed, I payed. No one showed for 2 days and 4 calls. Finally stump was ground up no one told me they were here. Came and went I could not inspect. Many calls on the 29th of Aug. No one would call me I could only leave a message on a machine for they to edit as they please. I am disabled veteran with a really bad back. I had carpel tunnel surgery on my right hand 3 wks ago which is painful when used to do certain thing like in gripping anything. Due to their no show I had to spend 4 hours today Aug 30th. I used a total of 14 39 gal bags which had to be doubled. 7 bags total 1/3rd fill because of weight of material. I could of had a stroke in that hot sun sweating greatly. The company never called me back after all the messages I left asking for someone to call me. This tells me that this company does not care about it's customers. Really bad when a company does not care. Only wants money but no service. This company owes me an apology and to repay me for my time and materials used to do their job. !00.00 would cover the debt.

Initial Business Response
We did remove a tree for Mr. **** last week. We didn't DEMAND payment. Our policy is that we require payment on completion of the tree removal. Stump grinding service is done at no charge and we have 1 man that follows behind 4 tree crews to grind stumps. We don't haul stump grindings away. They are leveled and left on site. Our contract states that. He did the grinding work on Thursday, Aug 28. Mr. **** called Friday morning and left a message at 7:00am stating that he had a mess there from the man who ground the stump. I called him back at 7:45am to let him know that I was going to send him back that morning. I did send him back. I get a call at 3:30 on Friday afternoon from Mr. **** that he still was not happy and wanted a full refund. We closed early on Friday and we were closed for the holiday weekend. I guess that is why he did not get a return call.

Customer satisfaction is important to us but we did what we were contracted to do. We removed the tree and ground the stump. Like I said we do not haul away the stump grindings.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
It was stated by them that according to their contract stump grindings were not to be removed. As per the contract it does not state anything at all about the stump grinding removal. Any good business would clean up after themselves. Only a lazy company would do what they did. I want the public to be warned about a lazy company that does what they do.

Final Business Response
Hi **********

I have attached the written estimate that was given to **** ****. The scanned copy isn't the greatest but you can see at the bottom of all of our estimates we give to customers it states that stump grindings are raked out level.

Please let me know if you need anything else.


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This just goes to say that the business is extremely lazy. I have used tree people before and they always cleaned up their mess. This business is lazy and the public should be aware of lazy businesses that cause extra work and extra expense to clean up their mess. It shows that this business is hit and run. I do not recommend any people use this company.

Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

10/10/2013Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to honor a contract or agreement

Complaint: Mastercare did not complete the work they stated on the contract that they would do and I had to spend a lot of money to have someone else complete it
I am writing in regards of a contract dispute that I had with Mastercare,Inc. Mastercare,Inc. is a landscaping company that specializes in tree removal The contract (available if needed)was to remove 13 trees and stumps and to grind them down 5-7 inches below the ground along with cleaning up all debris and haul it off to a landfill facility. They did not clean up the debris and before I gave them a check I told them they had to grind the stumps because they had not done so. They went back to grind the stumps down and said they would finish cleaning the debris the day they laid the sod. The day the sod was to be laid, the Mastercare representative called me and said they were not going to lay it for me and would refund the money for the sod. I had to pay for 2 stumps to be ground down that were 4-6 inches above ground and also had to pay to remove the debris. I am a very dissatisfied customer with this company.

Initial Business Response
We did do the tree work for Mrs. ******. I have a copy of the contract and she did not pay for the stumps to be ground. The contract states that the grinding work was done at no charge. If she had a problem with 2 stumps, she should have called the office and asked for us to come and regrind two stumps. She never did. I don't know why she would want to be reimbursed for stump grinding when we never charged her in the first place. Second, our contract states that the stump grindings are raked out and haul away is extra. We did not haul the grindings away because that was not included. I would be happy to submit a copy of the contract to show you what it states. If she wanted the grindings hauled away, we would have given her a price. I don't see any reason to reimburse for the money she spent to have the grindings hauled away when our contract states haul away is extra.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The stumps were not ground down correctly. The contract says that the stumps are to be ground down 5-7 inches. They were sticking up above ground 6-7 inches. I called him and spoke to the Contractor and told him the stumps were above ground and I would not pay for it until the stumps were ground below the ground 5-7 inches as per contract. I never got a ruler out and he never was there to even see the condition the back yard was left in. His stump grinder went back to regrind the stumps down and promised the men would finish picking up the rest of the debris the following week before they laid the sod. I unfortunately believed him so I paid him. The following day when I saw that the stumps were still above ground I called and left a message on the office voice mail that they needed to come back and grind the stumps down according to contract. Contractor wife called me the day the sod was to be delivered and left a voice mail that they were not going to lay my sod and my money for the sod would be refunded. So I had to hire a stump grinder to come out and regrind two stumps and hire several men to hall away debris and lay my sod. This Contractor keeps referring to the stump grindings is the issue and he is incorrect, it is the debris left from the trees that we are referring to. Also to note, the stump grindings that the Contractor makes when he grinds a stump he leaves the grindings on the stump so you cannot see whether it is below ground level unless you uncover them yourself.

Final Business Response
Once again, I did fulfill the contract on the tree removals. The stumps were ground down correctly. The customer was using a ruler to measure the grinding to make sure that we were grinding them down enough. I did not get a phone call after the work was completed. If the ******' would have called, I would have sent someone there to re-grind 2 stumps. Like I said before the customer used a ruler to measure the depth of the grinding. Once that was all finished, the customer paid me for the work that was done. If there was debris left all over the property that still needed cleaned, why was payment made? The debris the customer keeps referring to is the stump grindings and that was not included in the contract.

Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.

05/25/2012Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint: Contractor has not lived up to his written and verbal obligations. Work was inferior and requested calls for correction have been disregarded.
Contractor offered a written contract after an on site review to sod approximately one half acre of St. Augustine sod. He then sent, , who he has since terminated to install such sod. The day of installation was raining extremely hard. I questioned why they were installing in the rain and the leader said the owner said they had to do it.Contractor originally estimated 8 pallets of sod were required but in the end it took 13.5 pallets. Even though I had a signed contract I paid for the extra pallets of sod. He was also suposed to put down a truckload of screened topsoil. When it arrived it had boards, pipes, etc in it so I doubt it was any more than fill dirt. Even w/ the extra pallets of sod they did not have enough so they shortened areas to make up for the deficiency. All during this period, no work could be performed unless I paid for it up front even though that was not part of the contract. Obviously, the contractor has not invested any working capital.

My lot on the front had a swail which in one spot was not pitched enough. I warned about it to be sure the condition would not be aggravated. Since it was raining so hard the easiest place for the workers to rake the so called topsoil was into the swail. Thus my problem of 6 feet became a major problem of over 100'. To repair this by installing a french drain cost me an additional $1550.

The sod itself as installed has a great deal of thatch which I pointed out to Mr. the owner. There are also spots that were deseased and other spots where the sod has just died. I keep getting excuses but no action. On June 15 Mr. had someone put down grub control. He advised he would return on July 15 to put down another application. Naturally, he did not show as promised. I called and spoke to his wife who returned the call and said they would come by the next thursday or friday to put down the grub control which he blames for the yellow spots.
I also had them do some tree trimming to allow the sun to get to the grass. For that I paid $1300. and they did a good job. But I now find myself having paid $6,000 to Mastercare for a written contract of $5200. plus the $1550. or a total of $7500 for a less than satisfactory job. My request is for Mastercare to add the sod as originally quoted and thatch the sod replacing that which is either brown with desease or not growing.

Business' Initial Response
No, he didn't.


So, nothing was resolved? He didn't pursue it any other way?

All I can tell you is that he filed the complaint and that was it. We never heard from him again.

Consumer's Final Response
Dear BBB,

I am in receipt of the response from regarding the above. Let me preface my remarks by saying it is extremely difficult to discuss or argue against a person that in my opinion is so blatant a liar.

The second paragraph of his response is a virtual joke since I never complained about that section of the sod deterioration since I knew that was MY problem to resolve.

The sections of sod that were turning yellow and dying are in a different part of the yard. Mr. ****** did visit once and said he thought that was being caused be grubs or mole crickets and sent someone to lay down chemical to eliminate this problem. He further stated he would follow up 30 days later with another treatment which he never did. We also discussed the amount of thatch that was in the new soil. He said we would wait until he eliminated the grub problem, however this second application was never done and he never visited me again even though I made several request from his wife ******.
The other area that is in terrible shape is on a small hill thus he cannot blame it on water. The sod was of inferior quality and has of this date not grown well.

Mr. ****** is telling a direct lie in that he was on the job when the drainage ditch was sodded. If he was on the job, why did I have to buy lunch for all his migrant workers for both days. He never gave me a price or advised me to have a drainage ditch installed. That is pure fabrication. He mentions that the rain had stopped when the drainage ditch was sodded. Then why did every one of his migrant workers walk off the job due to the weather? The job was completed by 2 workers including .

The dirt was plain old fill dirt and I believe if he showed us his receipt that is what it would say. not screened topsoil. Additionally, there is nothing in my contract that says an up front deposit was required. My point here is he invested absolutely nothing into this job because I had to pay every step of the way. That is not the intent of an up front deposit.

The comments about name]] came directly from Mr. 's mouth when he visited me on the one occasion. . I also gave a tip of $70 when he completed his job because they worked under terrible conditions that Mr. ****** forced them into. is back working for Mastercare as a low level leaf blower on a maintenance crew. This is a job normally given to migrant workers so I doubt he is a valued employee of this supposed " reputable company".

In conclusion please close this case as an unsatisfied complaint. I will make further determinations about legal action. I am also going to contact the immigration service and Internal Revenue (since most checks were made out to him personally) to be certain that Mr. ****** is not violating state and federal laws. Further, I will post on the Wachesaw web site an excerpt of my experience with this company. Personally, I find the pictures he sent infantile. Well trimmed weeds look good from a distance but if you walk the lawn it shows a much different picture.

Thank You for your assistance.


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

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Industry Comparison| Chart

Landscape Contractors, Construction-Hauling Aggregate for Highway Construction, Tree Service

Additional Information

BBB file opened: 04/12/2004Business started: 01/01/1999
Type of Entity


Incorporated: June 2000, SC

Contact Information
Principal: Ms. Stephanie Campellone (President/Owner)Mr. Kirk Campellone (Owner, President)
Number of Employees


Business Category

Landscape Contractors, Construction-Hauling Aggregate for Highway Construction, Tree Service

Products & Services

Mastercare Contracting, Inc. offers tree service, lawn and landscaping services for residential and commercial properties.

Alternate Business Names
Mastercare Tree and Landscape Company
Industry Tips
BBB Warns Spring Time Brings Home Improvement Scams
Home Improvements

Map & Directions

Map & Directions

Address for Mastercare Contracting, Inc.

550 Garden City Connector

Murrells Inlet, SC 29576-7846

To | From


1 Locations

  • 550 Garden City Connector 

    Murrells Inlet, SC 29576-7846(843) 239-3889

Industry Comparison ChartX

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 The Coastal Communities of Northand South Carolina. 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.

*Mastercare Contracting, Inc. is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

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  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


Additional Phone Numbers

  • (843) 239-3889

BBB Complaint Process

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