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:10/01/2025

  Type:Service or Repair 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.

  ***** Chino came to my home 09/01/2025 to give an estimate for tree removal. We made a verbal agreement to remove 4 trees - 3 in front of the home and 1 in the rear for $3000, including ***** removal and removal of wood he cut, on 09/02 at 8:30 am. On 09/02 at 8:40 am, 5 men came, without him. I asked where ***** was and they said he was busy but would arrive in 15 minutes. I asked for proof of insurance and they said ***** had it. I said we would need to wait for him to come and I closed the door. The same man rang my bell and gave me his phone to talk to *****. ***** started yelling at me saying that I wasn't allowing his men to work. I asked when he was coming, he said he'd be there in 15 minutes, and I said that it was ok for them to start working. The men started working at 8:55 am. They worked until 10:40 am and removed one tree from the rear yard but not the *****. I asked the same man when they would cut the trees in front and he said the boss told them to cut only the tree in the rear yard and nothing more. They left. At this time, the contract was breached. At 11:30, ***** came and rang my bell and again started yelling and demanding that I give him a check for $2500. I showed him the three trees we agreed to cut in front and asked when he would do them. He again started screaming and said it was my responsibility to tell his men to cut those trees. I told him I asked ***** when they'd cut the trees and ***** said he was told to cut only the one tree in back and nothing else. ***** said there must have been a misunderstanding and that he would be back Sept 3. He didn't show up, then his uncle was sick, then he'd come 99% sure another day, etc, and he never came. He sent threatening and harassing texts that he would put a lien against the house and refused to send an itemized estimate of how many men worked, for how long, what they did, which is required by my insurance, and for which they will not reimburse me without. His $3700 bill is useless fantasy.

  Business Response

  Date: 10/01/2025

  This customer first contacted us on Labor Day after a tree had uprooted on her property and was leaning dangerously against the side of her house and over her roof. Although we typically do not provide services on holidays, the urgency of the situation prompted us to make an exception. We went out of our way to accommodate her needs and promptly visited the property to assess the necessary work.

  We conducted a thorough estimate and spent over an hour discussing the details of the project to ensure clear expectations were established. Following this, we offered to provide a written proposal (as attached) outlining the scope of work and associated costs. The proposal was sent at 6:00 pm on 9/1/25. The customer reviewed and agreed to proceed based on the terms of the written proposal. Given the urgency of her situation, we adjusted our pre-scheduled workload on 9/2/25 in order to accommodate her needs. 

  As is standard practice in our business, once a crew completes one job, they move on to the next site while ***** remains behind to inspect the finished work and collect payment before joining them. In this case, ***** informed the customer that he would be delayed in arriving at her property. She was given the option to allow the crew to begin work immediately, with ***** arriving shortly thereafter, or to reschedule the job for another day if she preferred his presence at the start.

  The customer authorized the crew to begin work immediately. The crew completed the project in full accordance with the written proposal, and ***** arrived on site approximately 30 minutes after its completion. Upon his arrival, the customer stated that she was unwell and declined to meet with him, refusing to provide payment for the completed work. Despite multiple follow-up attempts to resolve the matter, payment has still not been received.

  The customer omits the fact that their property required an hour-long commute for our company. This job was treated as expedited service given the holiday timing, and the site itself posed significant risk due to the presence of an uprooted tree resting against the home. Each of these factors was appropriately reflected in the pre-determined price outlined in the proposal.

  Customer Answer

  Date: 10/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****