Complaints

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• Initial Complaint

  Date:08/25/2025

  Type:Billing 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.

  On April 4, 2025, following a severe storm, I contacted Gray’s Tree Service regarding a maple tree that had fallen on my rental garage at **** ********* **** *********** ** *****. The company’s owner, **** assured me that they would handle the tree removal and work with S**** F*** directly. He sent me a contract via phone, which I signed electronically. The tree was removed the same day. Since then, I and S**** F*** have repeatedly requested a copy of that signed contract. To date, none has been provided.
  
  On June 10, 2025, I was informed that the bill totaled $9,638 for removal of a SINGLE maple tree.
  
  When questioned, **** agreed to reduce the invoice to $7,500, claiming a crane was used and a 4-hour minimum applied.
  
  My tenant, who witnessed the removal, confirms no crane was ever present. Workers climbed onto the garage to cut the tree.
  
  The invoice also lists “emergency tree removal with emergency equipment”, despite the job being completed during normal business hours. S**** F*** states normally an emergency charge is for after hours. That charge also has a 4-hour minimum.
  
  No explanation or documentation has been provided for the 4-hour minimum charges.
  
  Both I and S**** F*** have asked Gray’s Tree Service for:
  
  A copy of the signed contract.
  Photographs of the tree and work performed.
  Proof that a crane was used.
  Explanation for “emergency” billing during regular hours.
  Justification for the 4-hour minimum charge.
  
  To date, none of these have been provided.
  
  Current Situation:
  
  I previously offered $5,000 in good faith to resolve the matter, which I believe is fair for the work performed. That offer remains open.
  
  The business has now referred the disputed balance to an attorney for collections.
  
  Withdrawal of the account from collections.
  
  On August 20, 2025, when I again asked about documentation, I was told by ******** ******** that “I wasn’t his only customer” and he would get to it when he could which is why I've contacted the BBB for assistance.

  Business Response

  Date: 09/08/2025

  
  

  
  

  Emergency Service Billing Explanation

  Although this work was completed during our regular business hours, it is classified as emergency service. Emergency billing applies when our team must immediately prioritize an urgent job by rescheduling previously scheduled customers in order to complete the work in a timely and safe manner. This ensures that hazardous or time-sensitive situations are addressed without delay, but it does require adjustments to our standard schedule and operations, which inturn requires extra cost to the company.

  
  

  Justification for 4-Hour Minimum – Emergency Tree Work

  Per the terms outlined in our contract (see pages 8–9), a minimum charge of four (4) hours applies to all emergency tree service. Emergency jobs require our crew and equipment to be mobilized immediately, often outside of normal scheduling, which results in the rescheduling or delay of other planned work. Even if the scope of the emergency job itself takes less than four hours, the minimum ensures coverage of the significant costs associated with:

  
  

  Immediate crew mobilization and readiness.

  
  

  Deployment and transportation of specialized equipment.

  
  

  Disruption of pre-scheduled customer work.

  
  

  Additional safety precautions required in emergency situations.

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  This policy allows us to maintain the staffing, equipment, and readiness necessary to respond quickly and safely to hazardous or urgent conditions.

  
  

  
  

  
  

  We have attached our response to ****** regarding the payment of $5,000.

  
  

  
  

  We previously agreed to accept a payment of $5,000 in order to prevent the account from being referred to collections, with the understanding that a grace period would be established for the remaining balance. To date, that payment has not been received. Please note that the invoice amount has already been reduced from the original total to the maximum extent possible.

  
  

  The bottom line is, S**** F*** Insurance and the insured were each furnished with a complete copy of the contract, photographic documentation of the work performed, and the corresponding invoice simultaneously. The material was all viewed multiple times. Upon review, S**** F*** determined the claim to be valid and issued payment to the insured in the full amount reflected in our original invoice.

  Subsequently, in good faith and for the sole benefit of the insured, we voluntarily reduced the invoiced amount by a substantial margin, agreeing to accept $7,500 as full and final settlement.

   

  I was not able to upload the pictures because they are to large.