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:03/21/2025

  Type:Billing 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.

  In Fall 2024, we contracted Down To Earth Tree Service of Olmsted Township to remove two oak trees and their stumps from our yard, and trim five maple trees. Due to weather delays, work began on Mon. Dec. 2nd. Then on Wed. Dec. 4th while removing the oak trunk closest to our house, the tree company lost control of their crane, dropping the trunk onto our patio and causing extensive damage. We have video evidence of this incident. The owner admitted to training a new crane operator and assured us he would personally cover repair costs. We stated we would obtain estimates. The owner then said he would return the following day to complete work, despite a predicted snowfall. They returned, promptly becoming stuck in our backyard, requiring a tow from the backyard to the street resulting in significant ruts throughout our yard and damage to portions of our fence. When we expressed concerns to the owner about all the damages, he stated he had lost significant money on the job and was prepared to abandon the job. We informed him we would discuss the matter and contact him. We emailed, requesting the tree company's insurance information. Down to Earth replied that they considered our down payment as “Paid in Full" if we didn't use their insurance, which we did not since they refused to provide that information (or proof of). We have had no further verbal communication. Down To Earth Tree Service has since sent us several conflicting invoices that total more than the original contract and do not reflect the $2,000 deposit we paid. We filed a claim with our homeowners insurance to repair the damages. They have processed our claim and may pursue reimbursement through subrogation. Our primary concern now is to officially resolve the contract with Down to Earth based on work completed as of Dec. 15th when they collected their remaining items and left. We also need to ensure our actions do not impede on our insurance company’s ability to subrogate. Thank you for your time.

  Business Response

  Date: 03/21/2025

  Our company has certain policies and procedures in place before we start any job. Each customer gets what's called a contract, and in that contract it states what we as a company are liable for and what we are not liable for. We also state as a customer what we expect of them. When we went to the ******* location to start work, nothing was moved out of the way like what was stated in our contract, "to move anything you do not want damaged out of the way." Our company moved the fence and swing set out of the way for the home owners. These things should have been completed prior to us showing up. As far as compensation, we gave the ******* options when it came to their bill. The owner was told not to return to their property with our trucks. If we could not return to the property with our trucks we were unable to finish the job. It's physically impossible to cut down trees without our trucks being present. There for, when Mrs ***** told the owner our company machines were no longer welcome on her property, we no longer could follow out our job. At that time, we had the discussion with Mrs. ***** that because of her request we no longer could finish the job which meant she would have a couple options. Her options would include, either concluding service and being considered paid in full as a gesture of good faith so the homeowners could use the difference to pay for cement repairs. The other option would be to pay the bill in full and then we could work between the insurance companies. I suggested to Mrs. ***** that her best option which would give her the greatest amount in return would be to sign an agreement stating she was "paid in full" so they could use the difference to pay for the repairs to the cement patio. Seeing as though they had told the owner, they had family who owned a company who could, or would be doing the repairs. We were trying to be nothing but helpful in this situation. We were not holding our insurance information from her. She simply has not paid us for her services and in our contract it does state we are not liable for any repairs. With that being said, we have been trying to work with the homeowners, however they have not been very corporative. We never received any communication in return about what they would like to do, or choose to do. We had no choice but to charge the actual amount for the work that was done. Services were provided, when services are provided the company should be reimbursed for those services. If the homeowners would like to further discuss this matter to fully resolve this matter again we still do not mind offering our original offer of having an agreement signed that states everything is paid in full that way the homeowners can use the difference to go towards any repairs. 

  Business Response

  Date: 03/24/2025

  Dear Mrs. *****,
  I am following up on our previous communications regarding your account. Unfortunately, we have not received a response to our last email, and as of 12/31/2024, we were unable to collect payment for your account, which has now been closed out as a loss.
  We provided ample opportunities for you to contact us and discuss the options available. However, since we did not hear from you, we proceeded accordingly. We were then surprised to receive a complaint from the Better Business Bureau (BBB). Please understand that our company cannot follow up indefinitely, and in our contract, it clearly states that a late fee of 20% per day applies to overdue balances.
  At some point, we adjusted the terms for you due to the delays in communication and the extended time without a response. Your invoice reflects the cost of only one removal, as that was the service performed. We had to remove the bundle pricing, as it was no longer applicable based on the work completed. Additionally, quotes are estimates and are only valid for 30 days, which is why adjustments were made to reflect the actual work done.
  If there was any discrepancy regarding your downpayment or the invoice, we would have been happy to review and correct it. Please understand that, as with many other customers, occasional oversights can happen, especially when terms are adjusted.
  Moving forward, please note that your account has been closed, and we have marked it as a loss. We assumed responsibility for the situation when we did not hear back from you, and as a result, we will not be providing insurance information. While we initially did not pursue any claims to recover our loss, we have chosen not to escalate the situation further in good faith.
  We hope this clears up any confusion regarding your account and the status of your relationship with our company.

  Customer Answer

  Date: 03/25/2025

  Upon reviewing our contract with Down to Earth Trees, we discovered that the late fees charged do not align with the contract's terms. Specifically, we received the first invoice with a substantial late fee already included. This and subsequent invoices all failed to reflect the down payment we had already paid to your company. 

  Regarding the perceived lack of communication: given the significant damages caused to our property by Down to Earth Trees, coupled with repeated incorrect invoicing, we deemed it prudent to allow both parties time for reflection. We opted for mediation through the Better Business Bureau rather than direct contact.

  We maintain the accuracy of our statements and have provided all relevant evidence to the appropriate professionals. We are disappointed by any accusations against us from your company. Our primary goal is simply to restore our property to its pre-damage condition. 

  We acknowledge your statement that our account with your company is closed. We understand this to mean that we have no outstanding balance with Down to Earth Trees.

  Regarding any implications or statements that the account closure or any price adjustment(s) serves as a settlement for our property damages: we DO NOT accept this.

  As previously communicated, our homeowner's insurance is managing the repair of the damages. Our insurance will contact Down to Earth Trees if they determine your company is liable. We reserve all rights and remedies available to us.