Complaints

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• Initial Complaint

  Date:07/23/2025

  Type:Product 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 wrote a $200 check to Mencos in December 2024 for a Christmas gift for my husband to spare his bad back the need to shovel snow. There was little or no snow this year, and Mencos cleared no snow. In July, I contacted them to request that they apply that credit to a task of cutting up boards from a disassembled deck so that we could use them for firewood.
  
  ******* ****** of Mencos replied by email, in part:
  
  Subject: Clarification Regarding Your Outstanding Credit
  
  I’m writing to clarify, once again, the status of your $200 credit related to the snow removal service contracted in December of last year. As previously explained, due to the lack of snowfall, the service could not be performed, and the amount paid was retained as a credit on your account.
  We certainly understand your desire to make use of this credit. However ... we are not obligated to apply this credit toward any work outside the scope or conditions of the original agreement... The credit was issued under specific seasonal terms, tied to weather conditions that were ultimately beyond anyone’s control.
  At this point, there are two appropriate ways to apply the credit
  1. It can be used as a partial payment toward a new project, to be quoted and agreed upon under our usual service terms.
  2. It can be kept on your account for use during the next snow season, when the original service becomes applicable again.
  We will not proceed with arbitrary work simply for the sake of “using up” the credit, as this would not be a sustainable or responsible way to operate our business.
  We value all of our clients, and part of that commitment includes managing our services with clarity, fairness, and professionalism. We appreciate your understanding and look forward to hearing how you’d like to proceed based on the two options provided.
  
  I replied that I had been a business owner often faced with changing circumstances requiring changing our initial plans for a client. I've heard nothing since the above email.

  Business Response

  Date: 08/01/2025

  Background and Business Position:
  In December 2024, Ms. ***** contracted our company for snow removal services as a gift for her husband. Due to an unusually mild winter with minimal snowfall, our services were not rendered. As communicated previously, the $200 payment was held as a credit on her account for future snow removal services.
  When Ms. ***** reached out in July 2025, she requested that this unused seasonal credit be applied to a completely unrelated service—cutting up old decking for firewood. We respectfully declined this request in writing, explaining that the credit was issued under the specific terms of a seasonal snow service agreement. Our policy, which we’ve consistently communicated, is that credits are honored for their original intended purpose or may be used as a partial payment toward a newly quoted service within our scope of work.
  We understand that changing circumstances can lead to different expectations, and we do sympathize with Ms. *****’s disappointment. However, applying a seasonal credit arbitrarily to a different task falls outside our business model and would set an unsustainable precedent. We strive to treat all customers fairly and consistently.
  Efforts to Resolve:
  Despite our position, we offered Ms. ***** two reasonable options:
  Retain the credit for snow removal services during the upcoming winter season.
  Apply the $200 as a partial payment toward a new, agreed-upon project within our current services.
  We have not received further communication from Ms. ***** since our last email, which outlined these options.
  Conclusion:
  We sincerely regret any frustration or inconvenience this has caused Ms. *****. While we are unable to issue a refund for a non-performed but credited seasonal service, we remain open to working with her within the parameters stated above. Our intention is never to disappoint our customers, but rather to operate in a manner that is consistent, fair, and responsible.
  Should Ms. ***** wish to schedule a new service or apply her credit to a snow removal package this coming season, we would be happy to assist her promptly.
  Thank you again for facilitating this process. Please feel free to contact us with any further questions or clarification.
  Sincerely,
  ******* ******
  Owner
  Mencos Tree Services & Landscaping