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:03/11/2025

  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.

  I was wanting a tree branch that hung over my fence in my backyard removed. I filled out the free estimate with Monster Tree. You have to describe what you are wanting done. they sent me an email stating someone would be out to give the estimate. they then a few days later sent me the proposal. I read over the proposal and emailed that I wanted to make sure that everyone was on the same page as I wanted any branches hanging over my fence removed. the lady in the office then called me. (I have all the emails and phone records printed off) and we discussed what I was wanting done and she told me yes everything I was saying was going to be done. now this was in October. it wasn't until February that they came. I didn't get a call or email that they were coming just a invoice. the job wasn't done according to what we talked about. they wanted to argue with me and run me in circles saying different things as to why they couldn't do it. they said they would have someone come out and look at it. I asked for them to tell me when. they didn't. said they sent someone out and everything was fine. I then told them the job wasn't done correctly. they now said they would send someone out and what was a good day and time. I told them. he came out and then I proceeded to go thru all the emails and phone exchanges that took place. he then said he would take the branch down. but he wasn't going to be removing it from my property but yet they still want me to pay for that. that's not how it works. and then to come to find out they broke my fence gate but said they weren't going to pay for it.

  Business Response

  Date: 03/12/2025

  This will be my only response.  The mailing address for payment is P.O. BOx 8518, ***************, IN 46898.

  There is no reasoning this lady. She signed a contract.  We did the work as described.  It says in multiple places we will only do as written.  We came back and verified the work complete, but yet come back and do additional work for no charge and has the nerve to say we broke her gate, 30 days after we were there.  All of this for a $500 job.

  Customer Answer

  Date: 03/12/2025

   I am rejecting this response because:I signed a contract that was made clear by ******* that what my exceptions for this tree were going to get done. It did not get done. I emailed to let them know it did not get done correctly. They told me that they would send someone out to look at the work. I asked for the date and the time so I could be home. They never told me the date and the time that this person was going to come. However, I have the email that they had seen this person break my gate. They emailed me and told me everything was fine. I then emailed and said that the work was not done properly. They finally agreed to have someone to meet me in person when I met ******* in person, I read him all the emails. He also said that this work was not done properly. He would take down that branch so they did not do additional work. The debris was supposed to be removed from my property. It is not and on top of that my gate was broken. We could both walk away with this. They dont have to pay for my gate and I dont have to pay for the invoice and this was a $600 job not 500.
  
  
  

• Initial Complaint

  Date:12/31/2024

  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.

  While I was in the hospital ,monster tree service came to my house to cut down a tree I had wanted cut down, The problem is.......they cut down the wrong tree. They have charged me for the wrong tree and 3 late fees for non-payment.I

  Business Response

  Date: 01/02/2025

  We cut the agreed upon tree down as written.  It might not be the one she thought it was, but it was the one that she agreed to.  You can clearly see the one we took out was by the back porch, not behind the chimney  That is how they were described.

  Customer Answer

  Date: 01/03/2025

   I am rejecting this response
  
  They are making lies why they cut the wrong tree. They should have marked the tree with paint and waited for me to ok it. But.......as I had a stroke it would have required a wait..I had no problems the 1st time I used them.

  Business Response

  Date: 01/03/2025

  It appears that you had made a mistake.  The pictures and descriptions are quite clear.  The services were selected by the customer as noted by our crm. Those *********************** selected are for the tree by the porch, not the chimney.  You already have the price that it would cost for us to remove the other tree, but I don't believe we would do work for someone accusing us of lying.  Please submit your payment to the address on your invoice. Thanks.

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because:
  
  
  TRUE,there were 2 trees there.And they were close together. But the wrong one was cut down. .........When your guy called to verify, we went over exactly which tree it was and specifically spoke about the reason I wanted it cut down.because it has branched out over the roof and sheds little petals for several months.Unlike the tree you cut down.

  Business Response

  Date: 01/06/2025

  I'm sorry, but we can't be responsible for your mistake.  Please forward payment.

  Customer Answer

  Date: 01/06/2025

   I am rejecting this response because:
  
  
  I feel that it cannot be resolved on either side.  I am willing to share responsibility by paying 50%. And no late fee penalties.

  Business Response

  Date: 01/06/2025

  With all do respect you made a mistake and expect us to pay for it. 

  We wrote up the 3 primary trees near the home with location descriptions and species listed.  You selected one by the ***** and NOT the CHIMNEY.  You are now saying that you wanted the one taken out by the CHIMNEY.  

  That would be unfair for operate that way for my employees and my family.  Please forward your payment as we did exactly as you selected. 

  Next steps. I add the 30% collections fee and send to collections and they will contact you and eventually take you to court and they then add court costs. This will be my last response.

  Customer Answer

  Date: 01/07/2025

   I am rejecting this response because:
  
  I am not saying and have not said I wanted the tree by the chimney cut down.       But........that is the one you cut down. Your mistake.
  .