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:12/19/2023

  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.

  This was an insurance claim from tree damage, from my neighbor's tree, that happened on 7/4/23, and work from tree company was completed on 7/5/23.Renstrom had a high ****** rating, perfect 5 stars with 148 reviews as of today, which I now think is false and misleading.I asked for the limb to be removed from my roof, since it was not a DIY project due to the pitch of the roof, and I would dispose of the resulting tree debris. The tree company did not follow this request that I wanted as their customer, there was no upfront quote, and they were very adamant that the insurance company would pay. I also did not know of the extent of damage caused to the roof and the structure at that point and was worried about a puncture. The tree contractor was excited about the fact that it was an insurance claim and I believe took advantage of the situation by trying to charge the insurance company $25,000 without providing them or myself a detailed breakdown of services. The insurance company paid Renstrom over $3,500 for the 2 hours they actually worked at my house, for same day service, instead of the 8 hours charged for, on the portion of the tree that was on my property. The insurance company recently showed me an email with my incorrect email address and a link that did not work for the detailed summary from Renstrom. They are now threatening to *** me for the remainder on the invoice (they are using my correct email for that purpose) and are unwilling to work with the insurance company on a possible settlement. There are a lot of red flags: their perfect ****** rating, their website does not even have an address associated with the business, and the so called comparable invoices of work they have done in the past, which included their former customer names, phone numbers, and emails. I am seeking for tree company to either accept the settlement from the insurance company or work with the insurance company on a compromise.

  Business Response

  Date: 01/02/2024

  I understand your frustration with this issue.  However, I believe your complaint was inaccurate and misdirected.  Tree services are often booked weeks or months in advance. When emergencies arise, we must drop everything, and reschedule multiple clients in order to accommodate the unknown project.  Like you, we too did not know the extent of the damage at that time, or the difficulty of removal without causing any further damage to the structure. That is why we bill in 8 hour increments - which is very standard in the industry.
  
  
  I am also frustrated by your insurance companys seeming unwillingness to deal fairly with this issue. They have continually refused to talk to me as I am not their client.  They refused to give me their contact info, and when you provided it, so I could send them relevant information, they ignored my calls and emails. After you requested a new adjuster, the new adjuster ignored communication with me for two months until my opportunity to place a lien on your property ran out.  In good faith we have provided a detailed bill which included the listing of equipment and staffing used. I have provided what you referred to as  so called, and very detailed, comparable invoices of similar claims from our company as well as competitors. These were all paid by a variety of carriers, to demonstrate that our bill was fair and just.  It even included similar bills paid by your carrier.
  
  
  As Ive mentioned in prior communications, you have two contracts.  One between you and your carrier, and one between you and RTS.  I have no leverage to compel your carrier to even speak with us, and they have refused to speak to me.  Which is why I asked for your assistance.  I have no desire to sue ******* but I also cannot accept your carriers offer of pennies on the dollar for our services. ** left to wonder if you also filed a BBB claim against your carrier?

  Customer Answer

  Date: 01/03/2024

   I am rejecting this response because:

  You have not sent the invoice, the ORIGINAL INVOICE,  for services performed on July 5 to me.  Again, the email that the insurance company sent me for the invoice that you sent them did not work and did not have my email address.  

  You did not acknowledge that most of the tree that was removed was not on my property.  And I hope the invoice states as such.  The largest portion of the tree was still standing on my neighbor's property, therefore not my responsibility.

  Your invoices mean nothing if there isn't a corresponding check showing full payment.  Also, I need to see a similar invoice involving 2 properties where a customer's neighbor's tree was involved.

  As a consumer in **, this is my right to submit a complaint on your processes.  Another option that I have to consider is turning this situation into the ****************************.  

  You were paid $350 per hour per employee, hardly pennies.