Complaints

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• Initial Complaint

  Date:24/03/2025

  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 got Ruby ***** in to do some work in our yard.We discussed the job we wanted done and he wrote up a quote which we accepted.When we inspected the work after, one of the jobs was not completed as we had discussed (we asked for the trees to be cut down to a certain height and they were not. Barely any height was taken off).We contacted the company to ask them to come back and do the work how we had discussed. From then it took two weeks to finally get a proper response. The owner did come out and say that yes, he made a mistake and should have written the quote different. Another week goes by and he still won't schedule the service. We finally got him on the phone and he said he won't come back out for free as it will cost him money. We said it's not fair for it to cost us money, since he's the one who made the mistake. He claims since we accepted the quote, then it's not his fault (even thought he admitted fault previously). The quote did not specify the height in which we discussed as that was all verbal/in person. He refused to come out and do the job as to how we discussed without further payment.He finally agreed to refund half. The amount for that job was 850, so he refunded us 425. Unfortunately to get these trees cut now by another company, we will not be able to get that done for 425.Originally we just wanted to work done properly but now we'd like the remaining 425 refunded since he refuses to come back.(Our total bill was around $1900, we are not disputing any of the other jobs which were completed).We are also disappointed by the lack of communication and how much time and effort it took to get any response from the company. When we originally booked them, they came in 2 days to do a quote, then booked the service two days after that. Once we paid them, they completely ignored us or took many days to call us back, claiming they were too busy. We sent numerous texts, emails and called many times. It took 3 weeks to get the owner on the phone.

  

  Business Response

  Date: 05/05/2025

  ***** requested we give a quote on her project in Febuary. The initial consultation was scheduled and site visit done on Feb.26. The agreement was read, approved, signed and returned to us (see attatched photo of the line item in question). We promptly booked and completed the work. 

  During the completion of the agreed project the crew followed our set systems to prevent miscommunication and missed expectations. Thwy had ***** come out of the house on multiple occasions to inspect our progress to ensure we are on course to ensure satisfaction at the end of the project. ***** departed the property prior to completion and the crew brought out ******* partner for the final "walk through" to ensure we met the terms of the agreement and to collect and exchange payment information. 

  it was a few days later that ***** had called us back to voice her concerns about the work done. We scheduled a re-visit as soon as our schedule would allow. The work was done well, but the client wanted to see an additional 4'-6' removed from the total height of the hedge. I agreed that would help her towards her goal. I told her I would follow up.

  I followed up with my crew that was on site. They confirmed that they remove the 8' from the height of the hedge as prescribed.

  I called ***** back to explain that, and the reason we bring the client out to look at work progress and for a final walk through is to avoid these missed expectations. I then suggested that we return to site at a heavily reduced rate yo make the requested adjustments. ***** declined insisting we return free of charge. We declined standing firm on the written agreement, and the 3+ points where work was stopped for their inspection during work and final walk through approval. I then offered to refund the more than 50% of the total for that line item. ***** accepted this. Money was sent and received. 

   

  ***** quickly responded with a 1-star ****** review and this BBB complaint. The ****** review was taken down shortly after.

  Please feel free to reach out to us with any followup questions or supporting documents.

   

  Sincerely, 

  ******* *****

  President

  Ruby Tree Care

  *****************************************

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23105912
  
  I am rejecting this response because:

  There are multiple lies within the response. See previous complaint. I was not home that day and the owner admitted to not following the quote. Since HE made the mistake, offering to come back "at a reduced rate" isn't good enough. I also never did a ****** review but I intend to now. I'm not even upset about the cost anymore, just the extremely poor customer service and now the lies.
  
  Sincerely,
  
  ***** ****