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:08/13/2025

  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.

  I paid $5375.00 on July 25, 2025 for removal of one tree from our backyard. While they completed the job, we incurred significant property damage during the process. The lawn was completely destroyed by machinery.The slate roof on our garage was damaged with shingles broken and displaced.3 living arborvitae were removed that were not supposed to be removed.The gutter on the garage was damaged and the downspout on the side of our house and will need replaced. Our neighbor's slate roof and gutter were also damaged.

  Business Response

  Date: 08/14/2025

  The complainants BBB filing leaves out the most important facts, misrepresents the situation, and contains false statements. She urgently contacted us requesting that we start the job as soon as possible because a large tree had fallen directly onto her garage, impacting the roof and gutters. That was the sole reason she hired us.
  
  
  Reason for Service Emergency Mitigation Work
  On July 25, 2025, the customer hired us for an emergency tree ******************** because a massive tree was resting on her garage, causing visible slate and gutter damage. The urgency was clear in her communications she wanted us on site and working immediately to prevent further damage. Our estimate and work order both state the tree was on the garage, and our photographs taken before any work began on July 25 clearly show this.
  
  
  Garage Roof and Gutter Damage
  The slate and gutter damage she complains about existed before our crew arrived and was caused by the trees initial fall. Our work was mitigation to remove the hazard and allow repairs to be made it did not cause the damage. Her omission of these facts to the BBB creates a misleading and false narrative.
  
  
  Arborvitae Removal
  The Arborvitae were already crushed beneath the large portion of the tree. Their removal was necessary for safety and access.
  
  
  Scope of Work & Duration
  The tree was so large that our crew had to return on three separate days to complete the removal safely. In similar storm-damage cases, insurance typically covers only the removal of the portion of the tree directly impacting the structure. The customer requested full ********************, which goes beyond what is normally covered. This appears to be an attempt to recover uncovered costs by blaming our company for pre-existing damage.
  
  
  Turf Damage
  Our service agreement emailed to and opened by the customer multiple times before the job clearly states that turf disturbance is possible when heavy equipment is used and that the company is not responsible for restoration. The customer agreed to these terms before work commenced.
  
  
  Neighbors Property
  We were not contracted to work on the neighbors property, and no credible evidence has been provided that our crew caused any damage to it.
  
  
  Photo Evidence
  Multiple photographs dated July 25, 2025, before any work began, show the tree on the garage with pre-existing damage to the roof and gutters.
  
  
  Conclusion
  We have been in business for over 20 years and maintain detailed photographic and contractual records. The damages claimed are pre-existing, unrelated to our work, or specifically covered in the contract. The complainants omission of the true reason for hiring us the emergency removal of a tree already on her garage is dishonest and misleading. We respectfully request this complaint be dismissed as unfounded.
  
  

  Customer Answer

  Date: 08/21/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/23/2025

  Type:Billing 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 contacted this ***** tree experts via text message and sent pictures of a tree I need trimmed hanging over my driveway. I received a quote of $750. I agreed to this price and requested a date for service with no response. I reach out again on 4/8 and 4/9 requesting a date for services with no response. On the 9th I proceeded to have a different company come out and give me a quote. After not hearing back from ***** tree experts I moved forward with *************** service LLc which came out and completed the work on 4/11. Then on April 23 I started receiving text messages from Scotts tree experts demanding payment and claiming to have done the work on the 8th even though they never gave me a date, I never met or saw anyone from their company, I never signed any paperwork, and I never received an invoice. After requesting an invoice on the 23rd it was sent to my email. Someone from this company also showed up to my property on the 23rd aggressively banging on my door and loitering in my driveway. Through text messages on the 23rd he not only demanded payment but threatened to have a lien put on my property. He then offered to drop the price to $300 for the inconvenience if I can pay today. Im just so completely confused. *************** services can attest to doing the work requested and I have a receipt to prove payment.

  Business Response

  Date: 04/29/2025

  Please find attached our formal response to a recent complaint filed against ********************
  We are providing this documentation to demonstrate that the service in question was fully performed
  and that the claims made in the complaint are inaccurate. Below is a summary of key facts and
  evidence supporting our position:

  
  - The customer contacted us via text and sent a photo of a large limb she wanted removed.
  

  - We quoted $750 via text, which the customer approved in writing.
  

  - ******** performed the work on April 8, 2025. The job was completed as requested.
  

  - We have before-and-after photos clearly showing the removed limb.
  

  - The cut on the oak tree was painted to prevent oak ****, a practice used only by our company.
  

  - Crew logs and ******** verify we were on-site on April 8 at the customer's address.
  

  - While our crew was working, the next-door neighbor (the owner of the trees) approached us
  expressing concern about the health of his trees. I personally spoke with the neighbor and explained
  that only the hazardous branch overhanging the customer's driveway would be removed. After our
  discussion, the neighbor understood and gave permission for the work to proceed. No unnecessary
  trimming was done; only the necessary removal was completed.
  

  - I personally visited the property again on April 23 to take photos and video showing the painted cut
  and confirming the work was completed.- The customer later hired *************** ********************** on April 11 to trim unrelated branches.
  

  - I inspected the property and confirmed that ******* ** did not remove the original branch in
  question.
  

  - We spoke directly with ********** *********, owner of *************** Service. He confirmed he
  did not cut the branch shown in the customer's original photo.
  

  - The photo the customer sent to Mr. ********* was the exact same photo she sent to us when
  requesting the quote.
  

  - Mr. ********* acknowledged his estimate was made April 9 - after our job was completed - and
  his crew performed trimming on April 11.
  

  - He now understands he trimmed different branches and has contacted the customer directly to
  clarify this.
  

  - Mr. ********* has stated that he will be conducting a site visit and will honestly explain to the
  customer that he did not remove the main branch in question, and that it was already gone prior to
  his work.
  

  - The customer falsely claimed we had the wrong phone number, despite all messages being sent
  through the same verified text thread.
  

  - I offered a courtesy discount of $300 to resolve the issue amicably. The customer declined.

  - The branches cut by *************** Service were not painted, while the branch we removed was
  clearly painted to prevent oak ****. This is physical proof that our company completed the main
  removal. If Mr. ********* had cut the branch, he would have painted it, which he did not. This detail
  alone further confirms the branch was cut by ******* Tree 
  

  It is our belief that this situation may stem from the customer not wanting to pay two companies for
  work performed at different times. We understand that concern, but the evidence clearly supports that ******* Tree completed the original job, and that *************** Service performed
  separate trimming afterward. It is also possible that our removal was overlooked by the customer or
  additional work was later requested. We acted responsibly throughout the project: we spoke directly
  with the tree owner (the neighbor) before proceeding, confirmed that only the necessary hazardous
  limb would be trimmed, and did not conduct unnecessary removal beyond the specific request.
  Based on the above facts and supporting evidence, we respectfully request this complaint be
  dismissed as unsubstantiated.
  

  Thank you for your time and consideration.

  Business Response

  Date: 04/29/2025

  These are the messages exchanged with Mr. ********* from **************** indicating that when he came to the property the bottom large branch that **** **** agreed for us to cut had already been cut and was painted. 

• Initial Complaint

  Date:01/16/2025

  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.

  H363137**3238313831H transcribed from hard copy complaint form received via US Mail:Verbally agreed to have tree inspected then decide if tree should be taken down. Was agreed to come on a Wed/Thurs so I could be home, said they would call the day before coming. Company came out when I was not home, took the tree down w/o my consent. Agreed upon price of $2629 if the tree was taken down. Company damaged my **************** said they didn&#**;t damage driveway. Company also damaged my yard.

  Business Response

  Date: 01/16/2025

  This customer agreed to have the work done by signed contract (see attached). After work was complete the customer stated they werent satisfied with the work due to lawn damage. As industry standard tree care companies may disrupt lawns when performing tree work and lawn disturbances are not our responsibility as it explains this is the signed contract. ********* companies are not responsible for lawn disturbances or hard scape damages. We did not damage any part of this customers driveway at all and we have photos of this. Out of courtesy we seeded and put straw on the disrupted area. After we seeded the yard the customer avoided all phone calls from us and refused to call us back for 3 weeks and also refused to pay us. After several attempts to get in contact the customer called us back to resolve the matter in which they offered to give us only 2000 for the job which we accepted. I am unsure of why this complaint was filled out. We will not be giving this customer any further discounts and have went above and beyond to satisfy them.

  Customer Answer

  Date: 02/19/2025

  2.19.2025 BBB received VM from ****** ****** requesting call back ************.

• Initial Complaint

  Date:10/19/2023

  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.

  As of the date of this complaint, no monies have been paid because no work has been started much less finished and yet I have received four (4) billing emails (see attached). Their salesman specifically stated they would call before coming over. I got no call but four men show up unannounced. I purposely showed the salesman that there were bees in one of the trees and he said he would inform the crew but they knew nothing about it. One of the crew doesn't climb, another was allergic to bees and the other two were afraid. They told me they would send another crew and call me before showing up this time. Still, the only thing I have seen from them since is, four electronic invoices.

  Business Response

  Date: 10/20/2023

  A crew was dispatched to site to find that they could not take the tree down due to the tree having a bee infestation. We cannot put the crews in danger by having them climb the trees and be stung as this could be fatal and is not OSHA compliant. In order for an infested tree to be removed the infestation will need to be remedied by a licensed professional. This customer does not owe us anything and does not have a balance with our company. Please feel free to reach out after the bee infestation is taken care of. We do not require ANY payment from any customers at all unless we complete work for them.  We apologize for any inconvenience. 

  Customer Answer

  Date: 10/23/2023

  I accept the business's response to resolve this complaint.  Even though Scotts does not acknowledge the fact that their salesman was not only made aware of the bees but also said it would be no problem, all I wanted is for them to stop billing me for undone work.

  Thank you BBB for your help in seeing this through.
  
  Regards,
  
  
  ***** ******