Complaints

This profile includes complaints for Duke's, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duke's, LLC

  100 Sunderland Road Amherst, MA 01002

• 

  Duke's, LLC

  14 Boyden Rd. Pelham, MA 01002

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:11/07/2023

  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.

  Duke's was hired by our neighbor to come and trim branches that extended from our trees into our neighbor's yard. We explicitly told Duke's that they were not to touch any part of the tree that was on our property and pointed out where they could cut until. When we looked at the trees last night, they looked like someone had just lopped off the entire side of the tree. They cut portions that were on our property and we fear for the health of the trees - they even cut an entire section of trunk. The owner, Ben, told me that the men who were doing the trees "had been doing this their entire lives" and they knew how to take care of trees. When I spoke with the men, one of them told me he had retired and was just doing it for something to do - he said he had no experience with trees. The way that the trees were cut has diminished our property values. Also, if the trees get sick and die, our neighbor will now be responsible for their removal and replacement.

  Customer Answer

  Date: 11/07/2023

  What would have been a better statement is that we have scheduled an arborist to come and look at the trees to see how much damage was done by the indiscriminate chopping of the branches and the cut made to the tree trunk.  We would like for Duke's to pay for the arborist as well as any treatment that needs to be done to support the health of the tree.  I spoke with the owner of Dukes and asked him what experience the people who were here cutting the trees had.  He told me that "they had been cutting trees their whole life."  I told the owner that the person here told me that he had retired, and he was just doing this for something to do.  As soon as I told the owner this, he hung up on me and would not answer the phone when I called back.  We could tell that the people cutting the trees had no idea what they were doing. 

  Business Response

  Date: 11/22/2023

  I tried to tell the neighbor we could make cleaner cuts but they would not let me talk. When they tried to do so she said if you start a chainsaw i will call the police. I had the crew seal the cuts. Crew indicated tree was rotting already. Crew foreman has 20 plus years experience on tree work 

  Customer Answer

  Date: 12/08/2023

   
  
  Complaint:*********
  
  
  
  I am rejecting this response because: 

   

  I would like to respond to the "information" provided from Dukes which is dubious at best.  First, the response is written as if the owner was here when the work was done.  He was not.  In fact, we called to complain, he said he would be out the next day and never arrived.  I called to speak with him, and he hung up on me.  I called back, and the call was not answered, nor did he respond to my messages.  The person who was on site overseeing the work stated that he had extraordinarily little experience working on trees.  He indicated that was just doing work for Dukes because he had retired and was looking for something to do.  He said he was in a field that had nothing to do with trees and was just working for Dukes for some cash.  Nobody who I spoke with while the employees were here indicated that they had 20 years of tree experience, let alone any credentials as an arborist.  We hired a certified arborist from ******* to look at the trees that were butchered by Dukes. 

  The person who came to look at the trees has the following certifications:
  Qualifications:
  ISA Certified Arborist
  Tree Risk Assessment Qualified
  **************Pesticide Applicator’s License
  and won the Trees SC Golden Acorn Award from the industry, recognizing his contributions to the field.  

  
  He indicated a number of issues with the substandard work that was done.  First, there is currently a scourge of beetles that are attacking oak trees and killing them.  The arborist indicated that this is one of the worst times to be trimming oak trees and expressed concern that the hacking off of major branches leaves the tree vulnerable to the beetles which can kill it.  The arborist is recommending preventative efforts to save the tree.  Also, if that tree becomes infected, it can spread to adjacent trees, those additional trees will need to be addressed.  Secondly, there is a tree in our backyard which has two trunks as it goes up into the air.  The arborist indicated that since Dukes came onto our property and completely cut down one of the trunks, that it makes the other trunk more susceptible to being blown over in strong wind as it no longer had the other trunk to protect it and brace it. The preliminary estimate that has been provided to us to ensure the safety of our trees is $1000.  We request that Dukes pay for the damage that they caused by improperly, without appropriate supervision, with no forethought, just chopping off tree components that were physically located on our property and were, according to our attorney, illegally assaulted by Dukes.  As soon as we receive the written documentation from the arborist, I will be happy to pass it along.  

  
  
  
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/08/2023

  We would be happy to come and make clean cuts on the tree. This is what I was trying to suggest the day of the work. Just let me know if you want us to come?

  Customer Answer

  Date: 12/08/2023

   
  
  Complaint:********
  
  
  
  I am rejecting this response because:

  I fail to understand what a "clean cut" means to you.  I spoke with the arborist, and I was told that a clean cut is a cut made with a tool that has smooth, flat edges; it has nothing to do with preventing a tree from being infected with beetles, nor does it put a trunk back on a tree that was illegally cut on someone else's property.  What exactly do you think a clean cut is going to do?  And by the way, you failed to address any of the other erroneous comments you made in your prior responses.  
  
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/02/2023

  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.

  I had leaky basement so I contracted Dukes, LLC /Ben W. to do three jobs. Create an interior curtain drain (40 feet), DRYLOC the floor and walls (up 2 feet) and create a way for the interior curtain to drain the water to the outside of the basement. He understood my requirements as his proposal states "Install French drains in the basement, excavate and run pipe 50 feet into the woods, clean entire basement and DRYLOC walls and Floors". His employees do nice work and the french/curtain drain and DRYLOC are well done. His estimate is for $12,000 to $15,000. As I had other estimates I expected the curtain drain to be ~$4000.00 ($100/foot) and the DRYLOC ~$4000.00. I assumed the range of the estimate was because the 50 foot trench >8 feet deep to install the piping could be difficult. The employees doing the curtain drain called me to the basement and said they did not want to drill through the foundation and they felt installing the piping in saturated soil >8 feet was too dangerous. I agreed and they instead installed my sump pump inside the basement in lieu of the exterior trench. Ben W insisted the bill was $12,200.00 as he claimed the work effort was the same for installing the sump pump as the excavation, piping, drilling the foundation and the underground pit with stone I had contracted for. There is no way the installation of a sump pump in the basement is the same effort as the excavation trench. I believe I was overcharged by at least $4000.00.

  Business Response

  Date: 11/02/2023

  We did the work ****************** asked us to do. He then changed the scope of work and we proceeded to do the job the way he wanted. He agreed to the price initially and agreed at the time of the change work. We even asked him if he wasn't happy would you like us to do something else. He responded "No". I guess you can't keep everyone happy. 

  Customer Answer

  Date: 11/03/2023

   
  Complaint:********
  
  I am rejecting this response because:

  I signed the Contract with Benjamin of Dukes, LLC because he agreed to do an external 50 foot trench to discharge an internal french drain as I did not want to rely on the electric power for that function.  See ***************** which is the contract for the work.  Note the contract is an estimate for the three tasks and not a fixed price contract.  the range of $12000.00 to $15000.00 was because the third task (excavating a 50 foot trench in my backyard, drilling through the foundation, installing 50 feet of 4 inch pipe terminating in a pit with gravel and covering the trench ) was unknown.  I received only two of the tasks in the estimate.  As I explained in my complaint, after excavating a small inspection hole *****************, the workers asked me to change to a sump pump installation in lieu of the 50 foot trench.  Their reason was the they were concerned for their safety in a trench of this length and depth (>8 feet) in the super saturated soil.  I agreed as safety was more important than my requirement for the trench. ************* is what was done in lieu of the trench.  See image*************, the lower right angle section both sides of the french drain are needed to make sure the water does go into the internal french drain.  The employees doing the french drain had not thought about that and when  I spoke with Benjamin about the cost he was adamant that he wanted $12200 and I was sure he would get that done i.e not finish the job until I paid that amount.  As I received only two of the tasks contracted for and clearly the installing of my sump pump ********** is in no way equivalent to digging a 50 foot drain etc. into my back yard, I feel that DUKES,LLC owes me $4000.00 and if necessary, I will pursue this in small claims court under the consumer protection act.
  
  

  Sincerely,
  
  ***********************

  
  
  

  Business Response

  Date: 11/10/2023

  I asked *** if he wanted us to extend the pipe and he said no.

  Would he like us to come extend the pipe we are willing to do that?

  If he wants to go to small claims, we will counter sue for the original 15k, plus time.

  Let me know. 

  Business Response

  Date: 11/10/2023

  Please tell *** he has no signed contract and will lose in court if nothing is in writing signed

  Customer Answer

  Date: 11/11/2023

   
  Complaint:*********
  
  I am rejecting this response because: I signed something for this job and  I now feel Ben's response indicates a deceptive business practice and will submit all of this to the ************* Attorney General.  If Ben wants to work out an equitable agreement, I would appreciate it but otherwise I will continue to pursue this.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/27/2023

  There was no contract in writing signed by both parties. So you will lose in court. It would just be dismissed. The time we spent plumbing was the same time we would have spent digging a trench. Thats why the price remained the same. If you want I will come dig you a trench. Would you like that?

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I signed a contract with Ben White, owner of Dukes, LLC on August 26, 2022 for work on rebuilding the back wall of the garage and installing a french drain along side of garage. Also, to repair holes in footing in rear garage wall and repair stairs and face them with either slate or bluestone. Part of the footing was repaired and part of it was left undone. He later fixed that and wanted another 1200. The stairs were repaired with inside ceramic tile which is not for use outside. The tiles were not attached to the cement underneath and sharp edges were left at the ends and not capped off. They were going to remove the tapered end of the stairs and when asked if that would effect the garage foundation the workers assured me it was not attached. The next day I went out to look at the steps and a very big hole is in the garage foundation. I asked Ben to come back and fix the stairs with the agreed upon slate or stone and he told me, "that is not going to happen". He did not come out to inspect the job with the big hole in the garage foundation. The workers ruined my wheelbarrow and left my yard a mess with pieces of cement.

  Customer Answer

  Date: 11/03/2022

  Hi I would like the work completed but I have already asked Dukes to fix the problem and his response was "That is not going to happen".  The only other solution is for him to return the money needed to repair the stairs and fix the hole in the garage wall.  The cost of the stairs would include taking off the inside tile and putting slate or bluestone on.  I am not sure about the cost but I would think that would cost 10,000 and the repair in the wall would cost 3,000-5,000.  Yard repair would be 500 and disposal of cement stairs remove and thrown in the back yard.  Also,  they ruined my wheelbarrow which would cost 300 to replace.  Thank you,  ***

  Business Response

  Date: 03/10/2023

  We recieved a complaint from the customer that the wrong material was used and site was left a mess.
  
  
  We told her we would fix it all at our expense and it would be done in April.
  
  
  She was thrilled to hear that and promised to take care of the bad review with the bbb.
  

  
  

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business returned to her home, as they promised, to address the issue in her complaint, she is now very happy with the result.
  
  Sincerely,
  
  *********************