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Business Profile

Tree Pruning Service

Legacy Tree Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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  • Initial Complaint

    Date:07/05/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Back in April 2024, I requested a health assessment of my 6 trees in my yard from Legacy Tree Company who use certified arborist. Their website details how they use GPS plotting to make a map and then provide detailed reprorts (at least 2) of the health of your trees and recommendations to keep them healthy. On April 18th, Harrison who described himself as a co-owner and arborist, showed up and spent about 20 minutes talking to me and looking at my trees. He was actually pretty awesome but I told him many times during the 20 minutes I won't remember any of the big words he's saying and please ensure it's all in a detailed report to which he assured me it would be. He charged me via his mobile phone on the spot 286.28. It's been over 2 months now and I have no report nor anything else advertised on their website under "health assessment". I don't even know what kind of trees (there names) I own! I have reached out multiple times via text to ******** with no reply. I have reached out to "******" at the company phone number who says responsive things, but has failed to resolve anything. I just want what they promised for my money. I didn't pay 286 bucks to hear a tree guy say a bunch of big words I'd never remember. I'm just asking for at least one detailed report of the trees I have and their health or my money back. I can't believe I got scammed...I'm usually pretty savvy and don't get taken advantage of. Nothing from this company has been provided to me other than a receipt. ****************************************************************

    Business Response

    Date: 09/11/2024

    Our response: We tracked down the communication issue on our end, and it was 100% our fault. We have changed our process so no one gets the wrong phone number moving forward. Then we refunded the fee to the customer. Next Monday, September 16th, we are sending out our ISA Board Certified Master Arborist ***** ***** to do a thorough assessment; after which he will follow up with a detailed written report by the end of the week. We are doing this at no charge and with no expectation that this client signs up for any work in the future.

    I would also like to note we have switched our bidding and client management software since that time to something that allows us to better track clients and their progress through our system. It feels much better on our end and seems to support us in serving the clients better.

    We take pride in our diagnostic abilities and our tree reports. I appreciate the opportunity to make this right.

    Thanks,
    ***** *********
    Legacy Tree Company, General Manager
    *** ********* ******** ********
    Work Cell: ************

    Customer Answer

    Date: 09/12/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.   

    Regards,

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

Legacy Tree Company is BBB Accredited.

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