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:11/11/2025

  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.

  Carls Tree Service caused damage to my personal property while removing a tree due to carelessness in the process. I provided them with photo and video documentation of the broken fence parts and a professional repair estimate. ****** C. ******** has refused to address the damage. More photos and videos are available upon request.

  Business Response

  Date: 11/12/2025

   Carls Tree Service & Landscaping were hired to remove an Elm tree from the neighbors property of Ms. ********* ***********.  Ms.********* *********** is alleging damage to a fence located near her property. 

  Ms. ********* *********** contacted our insurance company directly in an attempt to file a claim for $2,500.00. Ms. ********* *********** obtained an independent estimate, without confirmation of cause or responsibility. 

  Ms. ********* *********** provided video and pictures, however, they do not show proper evidence of any alleged damage done by Carls Tree Service & Landscaping. 

  Since her initial email on October 21, 2025, and in approximately six subsequent communications,our office has consistently responded and reiterated that an on-site meeting involving Ms. ********* ***********, Carls Tree Service & Landscaping, and our customer (her neighbor) is required to properly review the situation and evaluate the claim.  Should it be determined following the inspection that an insurance claim is warranted, our insurance carrier is prepared to assign an appraiser to visit the property,determine any fault, and evaluate potential damages.

  As explained to Ms. ********* ***********, an in-person inspection would allow all parties to verify the conditions of the property, clarify any misunderstandings, and ensure that the matter is handled appropriately and transparently.
  

  In the past, many requests have been made to meet on site with Ms. ********* *********** but she has refused to meet on site. 

  At this time, Carls Tree Service & Landscaping stands firm on the need for an on-site meeting and will continue to await a response from Ms. ********* *********** regarding potential dates and times that align with her availability so the meeting can be scheduled promptly. We remain committed to working with Ms. *********** in good faith to reach a fair and reasonable resolution.

  Customer Answer

  Date: 11/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am submitting this response to correct several inaccuracies in the companys statement and to provide a clear and factual record of events.
  
  I have made multiple good-faith efforts to resolve this matter with both Carls Tree Service and their insurance provider, **** & *****. The company was notified of the damage immediately and was given full documentation. I provided timestamped videos, photos, and an independent estimate prepared by a licensed contractor. Despite having all materials needed to begin a standard claims investigation, neither the company nor its insurer opened a claim or assigned an adjuster. No inspection was ever scheduled or proposed by them.
  
  Their response to the BBB incorrectly suggests that I refused to cooperate or that my documentation was insufficient. At no point did the company specify what additional evidence they believed was necessary. In reality, the evidence I provided clearly shows:
  * Tree branch scrapes along my houses exterior and along the neighbors fence;
  * Structural damage to my fence caused by the size and handling of the tree: the fence now leans away from the gate and can no longer latch;
  * Video evidence of their workers pulling an oversized tree out of the narrow alleyway where the fence is located;
  * Detailed images of the damage;
  * A professional estimate prepared by a licensed contractor.
  
  The business has attempted to block normal claims handling by insisting that I stop communicating with their insurance carrier, which is something I am fully entitled to do, and by refusing to proceed unless I agreed to an in-person meeting at my residence with their owner and my neighbor. This is not a standard requirement for a property damage claim, and they offered no justification or agenda for such a meeting when I asked. Written communication became necessary because the company repeatedly declined to communicate on the record and also came to my property without notice, which was captured on my security system. That conduct further underscores why an in-person meeting is inappropriate. At any point, a licensed adjuster or appraiser could have contacted me to inspect the property independently, yet the company made no attempt to initiate that standard process.
  
  The companys insistence on an on-site meeting with non-experts is not a standard practice. A licensed adjuster or appraiser can inspect the fence independently with proper notice. I remain willing to allow a qualified adjuster from their insurance carrier to access the area for a professional evaluation. There is no requirement that ****** C. ******** or my neighbor be involved in such an inspection, and I am not obligated to host a group meeting on my property as a condition for having a claim investigated.
  
  I remain fully willing to resolve this matter professionally and transparently through the appropriate process: a formal claim opened by their insurer, reviewed by a licensed adjuster or appraiser.
  
  Regards,
  
  ********* ***********

  Business Response

  Date: 11/14/2025

  The statements made by ********* Manasterski are inaccurate and misleading. Since an onsite meeting could not be obtained due to ********* ************* unwillingness to participate in a truthful and cooperative manner by conducting an onsite meeting, we were unable to proceed with attempting to resolve the matter.  Accordingly, a claim has been filed with our insurance company, with whom our company has an impeccable history with little to no claims in 50 years of business, that will send an adjuster to the site.  They will be able to independently assess any alleged damage and determine if any payment to ********* *********** is warranted.