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:07/19/2024

  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.

  We paid frey 15,000 to remove a huge tree from our home. He seemed to be the most knowledgeable and was very vocal about carrying a 2 million dollar insurance policy to protect our home from damages caused by them during removal. He assured us that it was a formality as they would be roping every branch of our 80-100 ft tree off.
  
  They ended up breaking our stains and part of our retaining wall, and also left 1000s of pounds of tree branched pushed against our antique wrought iron gate over 3 day period. They destroyed our yard and grass and promised to leave grass seed down so the yard would re grow as their huge machines damaged our whole half of the yard.
  They never even bothered telling us about the damages they caused and just left, like nothing had occurred. So we contacted them, offering pictures as proof and asking how they would like to proceed fixing the damages they carelessly caused. And we have videos of them cutting a lot of huge limbs off, not roped off, which caused all of the damages.
  
  They blatantly denied causing all these problems and refused to give us the insurance information for the $15,000 job we paid in full for.
  
  We will now like to like this and will be seeking additional help legally to resolve this matter as they have caused excessive damage and lied strait to our faces.

  Business Response

  Date: 08/06/2024

  In response to the fictitious complaint made by ******** *****, I would first and foremost make it clear that Frey Tree Specialists did no damage to the property while removing the tree. It is true that the grass was disturbed but I made that very clear from the begging that they would need to plant new grass as the tree was very large and getting the logs loaded out was impossible with out turf disturbance. Re installing a lawn was not in our contract. The removal went very smoothly as planned taking over 30 hours and we were $3000.00 cheaper than another estimate they acquired. 

  
  The stair case was completely rotten and steps were out of place upon our arrival to the site. We did not break the stairs or damage them. I have videos clearly showing the condition of the stairs, wall and fence. There is an old wall that is most likely well over 100 years old that is simply deteriorating along its length and at the corner. My video shows where the wall corner was separated and vegetation was growing for a long time in the void. Rain and erosion have been washing soil and wall fragments onto the walking trail below for quite some time. The sand stone in the wall has simply deteriorated over time. There are zero points of impact to show or speak of on either the wall, the stairs, or the fence. The black iron fence was crushed by a large section of the tree that had fallen on it the previous winter according to the neighbors. At any rate, the fence was crushed, twisted and bent along its length before we ever started work and before the client even purchased the property. Additionally about a week or so before we started work another huge section of the tree split off on Memorial Day due to wind and landed on a truck, trailer and in the area of the stairs. We removed this lead from all objects free of charge so they could have access to the truck if they needed it. We also removed vines along the fence free of charge. This was not in our contract but we did this in good faith because the client said they thought it was part of the work scope even though it clearly was not. 

  
  The watt’s had convinced their insurance company to remove this tree. Insurance companies typically do not do this unless the tree falls. I’m not sure how they managed this and I won’t make assumptions here but it is not common practice. You’ll see that almost immediately ******** mentions my 2 million dollar insurance policy… I firmly believe they are looking to leverage me into making a fraudulent claim to fix up their charming but very old property. After meeting with them and showing them the decay in their stairs and wall and addressing once more that they themselves told me about the other lead crushing the fence they became belligerent. At best their intentions are very dishonest. At worst they are attempting to commit insurance fraud. I was paid immediately upon completion. Thanked for my service after they inspected the job site. They even hired me to remove an additional tree. The neighbors impressed with our work hired us to remove a large tree as well. Three weeks later they claimed they had damage. I don’t think it’s very hard to see what they are trying to do here and if I could post the videos on this site which I can’t, there would be no doubt. I have sent the videos in to the BBB where I have an excellent rating dispite this erroneous and dishonest attempt to slander an honest business. Thank you for reading.