Complaints

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• Initial Complaint

  Date:02/13/2024

  Type:Product 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.

  4-6-23 I had a tree trimming scheduled with Cisneros. there was some confusion as to what was to be completed I had a downed tree that needed removed another tree that was to be topped and a tree to be trimmed. The equipment was still in my yard when they requested the $1400 deposit I could tell they had did some work but the extent of the work done was in question. i requested **** to return for a final walkthrough when they were finished he scheduled to return in 30 days.
  May 15 2023. **** contacted me and requested the remainder of the invoice. i told him we needed to do a final walkthrough and that my neighbors and I’s driveway was damaged. May 16 **** arrived and we did a walk through.
  There was a large pile of wood still in my back yard that was to be removed the dead tree that was was topped to 10ft is over 20ft high and actively growing onto my roof. The remaining tree that was to be trimmed was not trimmed to our specifications. I had needed the tree trimmed in entirety it was only trimmed on one side leaving large dead horizontal branches over my neighbors yard. then I showed the damage done to the driveway. large scratches from the dump truck dragging as it pulled out. that are easily visible from the road and an eyesore.
  **** agreed that the work done was not that we agreed apon and wanted to come back and complete the work for the remainder of the invoice.
  I told him what I wanted to do is finalize this contract immediately. i wanted the remainder of the invoice at zero and them not to return.
  **** told me They would still like to trim the trees and fix the driveway and that i didn’t need to worry about the remainder $1800.
  I agreed to let them return under the conditions that i would not be paying the $1800. he scheduled july 12th. He no showed no reply to me unti Jan 17th. he then wanted to return for the remainder of the invoice. Told me it’s due Feb 24 and that i need to schedule so they can get done

  

  Business Response

  Date: 02/22/2024

  Good evening, 
  
  We appreciate the complaint message, and we hope this
  message clarifies the misunderstandings between Mr. **** and Cisneros Tree
  Service.
  
  The estimate approved on April 2, 2023, was for a total
  of $3,200 - which included work for three Elm trees at Brandon Hill's property.
  All three Elm trees needed branches removed as follow:
  
  1st Elm tree (closest to Mr. Hill’s house)-
  Tree to be topped (meaning, all branches removed; only the tree stump remains
  standing – 15ft).
  2nd Elm tree - had branches that were
  overhanging Mr. Hill's property and utility line – needed to be removed.
  3rd Elm tree - had a broken branch
  overhanging Mr. Hill’s utility line & needed to be removed.
  
  It was evident for Cisneros Tree Service arborist, that
  Mr. Hill’s trees needed much care; and branches had to be removed for the
  safety of Mr. Hill’s home. Cisneros Tree Service prioritizes tree care and the
  community well-being; which is the reason why Cisneros Tree Service granted the
  payment plan opportunity to Mr. Hill, so the trees could get the care they
  needed. In fact, the downpayment agreed upon ($1400) was to be given the day of
  job completion, and the rest of the balance would be taken care of by Mr. Hill
  on a payment basis.
  
  The approved job was scheduled and completed on April 6th,
  2023. It is important to mention that while Cisneros Tree Service crew were in
  the process of completing the job, Mr. **** approached the crew requesting for
  additional branches to be removed from the Elm tree (2nd tree
  described above) that were overhanging on to Mr. Hill's neighbor’s property,
  which were not included in the signed contract, nonetheless, Cisneros Tree
  Service climber acceded to Mr. Hill's request.

  
  When the job was completed the day of April 6th, 2023,
  the crew was cleaning up everything (their equipment etc.). **** arrived at Mr.
  Hill’s property to do the final walkthrough with Mr. Hill. The final
  walkthrough is done the day of job completion to make sure the
  client is satisfied per Cisneros Tree Service policy. **** and Mr. Hill
  did the walkthrough the day of job completion (4/6/23). Mr. **** was happy and satisfied
  with the work done at his property, which he then gave **** the $1,400 down
  payment. After the walkthrough, and when the down payment was given (4/6/23)
  **** and Mr. **** agreed in that Mr. **** would follow up with **** within the
  following 2-3 weeks to make a payment towards the balance of $1,800.
  
  From April 6th until May 15th Cisneros Tree
  Service did not hear anything from Mr. Hill. On May 15th, **** sent a text message
  to Mr. Hill, asking when he could stop by at Mr. Hill’s property to get the
  payment and offered the option to send a check via mail. Both **** and Mr. Hill
  were going to meet on 5/16 at 9am to take care of the payment, however, ****
  was not able to make it to Mr. Hill's property to receive a payment
  towards the $1,800 balance (5/16). After notifying Mr. **** that **** was
  not going to make it to his property to get the payment -Mr. **** did not
  respond – and no further contact was made until June 26th.
  
  On June 26th @ 9:22am **** sent another text
  following up with Mr. **** inquiring about the payment: **** asked to please
  send the payment by mail.  It was on this
  day, June 26th, 2023, Mr. Hill's concerns about the completed job arose.
  Mr. **** mentioned that the job was not done as agreed upon and that his neighbor’s
  driveway and his were damaged. When **** read Mr. Hill’s concerns, he met with
  Mr. **** at his property that same day (June 26th, 2023). During
  their meeting, Mr. **** again expressed his concerns as he did via text on
  6/26/2023. Mr. **** explained that the job was not completed as they had agreed
  upon and that the driveway had some damage. During this conversation, ****
  agreed to return to the property to remove the elm tree branches that are close
  to the utility line on Mr. Hill's neighbors’ side & to remove the elm tree
  that was topped - the additional requests are worth approximately between $650
  - $700 more to the original price. However, Cisneros Tree Service agreed to
  complete Mr. Hill's request without charging him extra for the additional
  requests; the balance continued to be $1,800 (refer to estimate #2476). ****
  had a crew scheduled to go out to Mr. Hill's property to get the additional
  request fulfilled on July 12th, however, the crew was not able to
  make due to unforeseen circumstances. Again, we apologize for the
  inconvenience caused to Mr. **** - we take full responsibility for not getting
  back to Mr. **** sooner. Nonetheless, there was no communication between
  Cisneros Tree Service and Mr. Hill, until January 17, 2024 - as **** sent a
  text message to Mr. **** to set a date to get the additional request completed
  (remove the elm tree branches that are close to the utility line on Mr. Hill's neighbors’
  side & to remove the elm tree that was topped). Cisneros Tree Service did
  not receive a response. On January 22nd **** sent another follow up
  text message to Mr. **** asking if he still wanted to set a date to get the
  additional requests completed and no response was provided.
  
  On January 27th an email was sent to Mr. **** to set a date
  to get his additional requests completed. An invoice reminder of $1,800 was
  also sent on January 27th. Mr. **** responded asking why he was
  receiving an invoice -- to which Cisneros Tree Service responded:
  
  "Hi ********
  
  We appreciate your prompt response. You have received the
  invoice as you hired Cisneros Tree Service back in April of 2023 to do a tree service.
  
  The approved estimate is for the amount of $3,200, of which
  you made a deposit of $1,400 in April of 2023. It is our understanding that
  there’s a tree trimming that needs to be done,  this way you can pay the
  remaining balance of $1,800.
  
  Let us know when is the best day and time for a crew to get
  the tree trimming done.
  
  Thanks!"
  
  Mr. **** responded explaining that the job was not
  completed as agreed upon and that the driveway was damaged etc. Mr. **** also expressed
  the inconvenience that was caused to him on July 12th as the crew
  was not able to arrive at his property. Cisneros Tree Service responded to Mr.
  **** as Follow (1/5/2023):
  
  "Good morning, ********
  
  We apologize for not getting back to you sooner. In
  speaking with our staff member and looking at your file, it looks like there
  was a few minor scratches done to your concrete, and the crew was suppose to go
  back on July 12th to remove additional branches from the tree (for the same
  price) as you had requested; however, the crew was not able to make it to your
  property that day due to unforeseen circumstances. Additionally, the price and
  balance has not changed, we will be more than happy to send a concrete
  specialist to check and repair the damage done to the concrete, as well as to
  remove the additional branches from the tree as you requested. We apologize for the inconvenience caused to you. Let us know what day / time we can send a crew to remove
  the additional branches, as well as to check / repair the concrete so the $1800
  balance can be taken care of. Thanks"
  
  No response was received from Mr. Hill...
  
  On February 12th an invoice reminder for the
  $1,800 was sent to Mr. **** --- Mr. **** replied explaining his inconvenience
  and stating that **** stated that no further payment had to be made towards the
  balance of $1800 and that the additional job request was to be completed to
  compensate his inconvenience --- once more, the additional work request
  will still be completed as agreed upon on 6/26; additionally a concrete
  specialist will be contacted to repair the damage done to the driveway as
  Cisneros Tree Service stated on February 5th (please see attached
  photos of driveway damage).  However, it was never stated that the
  remaining balance of $1,800 was paid off. Therefore, the $1,800 invoice remains
  open.
  
  Finally, please let us know what day and time works best
  for you to send out a concrete specialist to get your damaged driveway assessed
  and repaired (please see pictures attached). Furthermore, a new contract will
  need to be signed and dated by the client for the additional job requests – this
  will be used to hold Cisneros Tree Service accountable for service to be
  provided. Again, there will not be an extra charge for the additional job
  requests as mentioned throughout the exchanged communication. Mr. **** is
  more than welcome to pay via credit /debit or check the remaining balance of
  $1800 for the job approved and completed on April 6th, 2023
  (estimate #2476; invoice #583).
  

  If additional information is needed, please don't hesitate to reach out.
  
  Kind Regards,
  Cisneros Tree Service

  

  Business Response

  Date: 02/29/2024

  ********

  Your email was received. However, further investigation was
  being conducted by Cisneros Tree Service as your requests have changed from
  what you and Cisneros Tree Service agreed upon on June 26th, 2023, and
  was reaffirmed on February 22nd via the BBB complaint response.
  
  The agreement between you and Cisneros Tree Service are as
  follow:
  Reduce the size of the topped tree stump (elm tree) – standing stump size TBD.
  Remove branches from the 2 Elm trees that are overhanging Brandon **** neighbor’s utility line.
  

  You demanded those two additional requests on June 26th,
  2023 (more than 2 months of job completion), for you to pay the remaining balance
  of $1800 – note: job agreed upon on April 2nd, 2023, was completed on
  April 6th, 2023, as the contract stated and approved by client.
  
  An arborist will meet with you to show you exactly what branches
  will be removed from the 2 Elm trees (branches overhanging your neighbor’s
  utility line). And to also clarify the size of the stump to remain standing. A contract
  will then be signed.
  
  Additionally, the scratches done to your driveway will be assessed
  and repaired by a Cisneros Tree Service concrete specialist contractor, as mentioned
  and agreed upon on June 26th, 2023, and on February 22nd,
  2024.
  
  The above agreements are not negotiable as Cisneros Tree
  Service affirm that the job completed on April 6th, 2023, was
  completed & fulfilled the signed contract (4/2/2023) and client was happy
  and satisfied the day of the job completion (4/6/2024). Cisneros Tree Service
  still needs to receive the remaining balance of $1800 for the job completed on
  April 6th, 2023, if not, further action will be taken.
  
  Please provide Cisneros Tree Service with a couple of dates
  and times for an arborist & concrete specialist to meet you at your
  property.
  
  Thanks in advance,
  Cisneros Tree Service

  Customer Answer

  Date: 03/08/2024

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

  The job was incomplete, property was damaged, arrangements were attempted to have the job completed and repairs assessed. Cisneros tree service scheduled to return and do the job the right way but never followed through.  They asked to schedule a third date to return then never responded to an  invitation.  Filing a claim against me in small claims court the following day. 

  i’ve included photos of some of the incomplete work to ad to the photos of the damage already provided. first photo is the untrimmed tree and dead damaged limbs left behind. making contact with utility lines

  2nd photo is damaged limb that was to be removed over hanging fence and making contact with utility lines

  3rd photo is the pile of wood that was to be removed in the full clean up in the contract as discussed with the project manager.

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