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:04/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 contacted Finest Tree Service to trim 6 palo verdes to only 4 feet above the ground and to remove mistletoe and dead branches. I carefully explained, multiple times, that I wanted the tree to stay very full as I am planning on placing a casita nearby and wanted the casita to remain hidden.
  
  Instead - they cut a 10” diameter Palo verde down completely and trimmed to 8 feet above the ground the others - removing decades of precious desert growth.
  
  I also contracted them to do a major trim on a very large Palo verde in another part of the lot. Instead they did a very minor trim of the tree leaving it overgrown. When I relayed what I had discussed with the person I contacted with it because very clear that the laborers had a significant language barrier and the person who spoke English knew nothing about trees.
  
  It is my belief that they did more damage than the balance remaining in the contract.
  
  They discounted the bill $250 for the 10” palo verde. That seems woefully insufficient to me. A $2065 balance remains. Text indicated $500 deduct. Which is also woefully insufficient for decimating healthy trees that were supposed to be only lightly trimmed.

  Business Response

  Date: 04/28/2024

  Below is detailed information on this customers scheduled tree work, and interaction with both our crew, and our estimator.   As you can see, we've had a great deal of interaction with this customer, both in accommodating her tree work, as well as our efforts to reconcile.  This customer was pleased with her tree work, even commented as to the great job our crew had done and requesting that they trim more, see notes below:

  On 3/28/2024 as directed by this customer on start time, Finest Tree Service crew arrived after
  10:00 am and the Finest Tree Service crew leader, conducted an on-site
  walkthrough and review of the estimate with this customer.  The crew then performed the listed job services.  Upon completion, the crew leader invited this
  customer to accompany him for a final walkthrough and view the work.  Approaching the first group of trees trimmed,
  this customer's initial observation to the crew leader was that the trees looked
  much better and that she was pleased.  They
  then crossed the wash to the North to view the large Palo Verde.  This customers comments, were again, positive
  and asked if the crew could take some additional time to trim more off the tree (please see before and after pictures attached of large palo verde).  The crew proceeded to remove more branches
  per her direction and approval.  Walking
  back to the front of the property and upon closer inspection, she observed the
  6th tree (pictured and is the lower of the 2 trees) had been removed.  This action was not listed on the
  estimate.  This customer challenged the
  crew leader regarding the removal at which time he summoned the cutter to
  explain his decision and subsequent action of cutting the tree at grade.  The responsible crew member gave this customer
  his explanation for the removal, the tree was unhealthy and beginning to decay and crowding her healthy trees.  The customer then indicated she would not pay the bill, pending a resolution, and called the Finest
  Tree Service office.  The crew then completed
  the clean-up and left the property.
  

  The Finest Tree Service controller
  promptly called the estimator and reported the circumstances to him and he
  drove to the residence to address this customer’s concerns.  (See estimators’ comments below):

  3/28/2028 - Upon my arrival, this customer and I viewed the trees and I acknowledged
  the error in removing the tree without her consent.   This customer asked if Finest Tree Service
  could plant a couple of 15 gallon trees in place of the cut tree.  I noted the close proximity of the other
  trees at the point of removal as being too close to plant another tree and I offered
  to assist with forming ideas as to how she could more effectively provide the
  screening she desired.  We briefly
  discussed a living fence of ocotillo as an option before she expressed that she
  was not feeling well and asked to continue our discussion at a later time.  I agreed and indicated that I would continue
  my effort to reconcile her concerns.  After I left the property, I called this customer and left
  a voicemail reporting I had secured a source for living ocotillo fencing and
  also suggested alternate, lower growing plants as possible replacements for the
  tree.  She replied via text and expressed
  her appreciation for my due diligence in researching a solution to her
  screening needs.  Additionally, she
  indicated she didn’t think there was a good solution for the casita, where she
  had originally envisioned placing it, and shared on the following Tuesday, April 2, she
  had planned a site review with other professionals and she would get back to
  me.

  On 4/01/2024 - I sent a text to this
  customer with a photograph of
  the removed tree in its condition prior to the removal.  I expressed that Finest Tree Service would provide and plant two 15-gallon trees
  of her choosing to reconcile the loss and confirm a resolution for the balance
  owed.   She replied that she would be out
  of town a few days and was not sure when she could meet next.  In this text dialogue she asked about the casita
  building materials I had mentioned during my initial visit for the
  estimate.  She indicated that she had
  given these materials more thought and if I could provide additional
  information.  I provided the contact
  information as she requested.
  

  On 4/04/2024 - I sent a follow up text requesting a meeting to close our
  Finest Tree Service
  transaction.
  On 4/04/2024 - This customer replied via text indicating “We should
  assess damages and deduct from the contract”.  I replied that a pair of planted, 15-gallon Palo Verde trees was a fair
  value of replacement.  This customer then replied with a “draft” of a "critical
  review" that she would post if Finest
  Tree Service did not provide an acceptable solution.  Additionally, that she intends to take Finest Tree Service to small claims court
  for damages to exceed the balance owed and Finest Tree Service should reconsider our offer in light of her
  intentions.
  

  On 4/05/2024 - I visited three nurseries, previewed 15-gallon, 30-gallon
  and a 24” boxed Paloverde specimens and sent pictures of each via text to this customer.  I showed the nurseries a picture of the tree
  that was removed, those nurseries would not place a value on that tree.
  

  On 4/06/2024 - This customer
  replied that they were nice trees but what were the terms of reconciliation?
  

  On 4/07/2024 - I sent a text to this
  customer outlining my efforts to reconcile with her over the past
  week.  Reviewing with her the sourcing and
  viewing of alternate screening options, referring building materials and
  visiting four nurseries to facilitate a comprehensive search for replacement
  specimens.   I reiterated the planting of
  the trees was a fair amount and had a comparable value of $500.00 and if she
  preferred, Finest Tree Service
  would discount the balance in that amount. 
  I asked for a decision and to meet Monday the 8th to collect
  the balance.  This customer replied via text.  She now expressed the medium trees to be over
  cut, the large tree under cut, gross negligence, and lack of respect and
  boundaries and that she would not allow Finest
  Tree Service workers on her property ever again.  I replied via text, again noting the selection and planting of a
  healthy, nursey grown specimen would substantially outperform the unhealthy
  tree that had been removed and the $500.00 discount off the balance was of
  comparable value if the planting was not an option.
  

  On 4/08/2024 - This customer
  replied via text indicating her intentions to lodge a complaint with the BBB
  and to take us to small claims court.
  
  It is unfortunate to have been
  brought to this juncture and not reach a mutually amicable resolution.  We at Finest Tree Service endeavor to bring a
  measured human effort and consistent service to our tree care.  Our customers are as unique as the trees we
  service and rarely are we not able to bring some order and relief to both in
  our efforts.  We remain open to new ideas
  and an optimistic outlook. 
  We will still honor our $500.00 discount offer.