Complaints

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

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  Cascade Tree Works LLC

  null Vancouver, WA 98662-2882

  
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  Cascade Tree Works LLC

  3021 NE 72nd Dr Ste 9 PMB 342 Vancouver, WA 98661-7499

  

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:11/19/2024

  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.

  I gave my credit card over the phone to secure services and was told it would be charged after the job was completed. Since I have paid off that card and shut it down. Come to find out 5 months later they never charged me. I asked why they waited this long to contact me and she said she had been email me and if I don't pay they will send me to collections. She admitted to never calling me before now and never sending me statement in the mail. They have all my contact info and they waited 5 months. Now I am in a different financial situation and it's 6 weeks away from Christmas and can't afford this let alone. Note to mention they didn't even collect the liability form from me to step onto my neighbor's property. This situation was poorly managed, not my fault and now I am being penalized.

  

  Business Response

  Date: 11/21/2024

  To whom it may concern, 

  Thank you for your feedback, and we apologize for any confusion or frustration caused by this situation. We would like to provide clarification regarding the circumstances of your billing and our communication process.

  We do require a credit card on file for the reservation of your tree service appointment. We never charge the card without authorization from our client. This is made extremely clear when any of our clients book tree service appointments. 

  
  As stated in our contract and company policy, payment is due at the time of service. The services of tree removal, wood removal, and ***** grinding were completed on June 27th. A discount of $84 was applied to your invoice, even though this discount was contingent on payment being made in full at the time of service. We honored this discount as a gesture of goodwill, despite the payment terms in our agreement. Bringing your total cost to $821.02 including tax and discounts.
  Invoices were sent to the email address we had on file on July 2nd, August 26th, and November 4th. Unfortunately, we did not receive any response from you. In recognition of your situation, we offered a three-month payment plan, which is not our typical practice, but you declined this offer and opted to pay the balance in full, including the 3.5% card processing fee.
  To clarify the charge on your card, we would like to emphasize that we only collect credit card information prior to service to secure the booking. We understand that the delay in communication regarding the outstanding balance was not ideal, and we regret that you did not receive a phone call or additional notices in a more timely manner. Our goal is to ensure our customers are fully informed and have the opportunity to resolve any issues that arise.
  Once again, we apologize for any inconvenience caused and appreciate your understanding. We value your business and hope to resolve this matter to your satisfaction.