Complaints

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• Initial Complaint

  Date:02/23/2025

  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 discovered a tree on my property that had a fork at the top and had started splitting. I talked to a friend of mine and he recommended **** *****. I called **** on 1/24 and left him a voicemail. On the same day, he sent a text to my phone to notify me he received my message.
  
  On 1/26 we *riefly spoke on the phone and I sent him pictures of the tree via text. I want to say he came to my property on the 28th when I was at work and performed an in person inspection on the tree and I think he even told me he climbed the tree.
  
  He called on the 28th and we spoke for 10 minutes and spoke about all the details and costs. He said it would *e *etween $300-400. He then asked if I wanted the wood hauled off, I told him I didn’t want him to haul off the wood or *rush; just cut it up on the ground and leave it. He said it would *e closer to the $400 mark. I authorized him to perform the work for $400.00.
  
  He stated some winds were going to *e in the area and over the weekend and he needed to remove the tree *efore then. On 1/30 he came out to the property when I was at work and took down the tree, he texted me numerous pictures of the process. Never heard another word and I waited for the invoice.
  
  On February 8th he called me and told me that he needed an extra $100 *ecause it was worse than he thought, so the cost was going to *e $500.00 and he was going to send the invoice through Rock Solid.
  
  Rock Solid/**** *****/**** *****, should have called me the day he took it down and asked for further authorization for extra cost, not 9 days later. I received invoice # 2362 ($500 tree removal + $10.20 excise tax) on 2/15 for the work **** performed.
  
  I feel like the tree service performed at ***** ****** *** Custe** SD was a *ait and switch operation. There is extra cost that wasn't discussed/disclosed.
  
  On February 16th, I emailed Rock Solid and did not received a response.

  Business Response

  Date: 02/24/2025

  On Jan 26 we communicated via text/photos. 
  ** thank you for the follow up and call. The address is (xxx) just
  south of the airport on 385.
  ** You are welcome. Curious do you know how long the fork has *een
  “opened up” as the photo currently shows?
  ** About 2 weeks. I heard it cracking and creaking in the wind
  when I took my girlfriend puppy out one morning when I was dog sitting. I think
  happened after all that high wind we had.  
  ** Noted. Thinking about how stable it is. Generally the longer it
  has *een that way the more likely it is somewhat stable. The 2 halfs of a fork
  like that were never attached above what looks like the split line that extends
  further *elow the now open portion *ut we should not let it go too long. I will
  plan to get over to look closer sooner than later.
  On Jan 28 I inspected the tree from the ground and it was clear this
  was a very dangerous situation.  I had
  thought I would try to reach with a ladder that day to attempt to partially stabilize
  it *ut the fork was to high off the ground. I call * that evening to discussed that
  this was a very dangerous situation and we should take action quickly and that
  I would do it as soon as conditions permitted. Weather forecast was predicting calm
  winds for Thursday.  I estimated it would
  be $300-$400 *ut we would *ill for actual time. Later in the conversation we
  discussed that I would also cut it up as he did not have a saw *ig enough and cut
  the stump as close to the ground as possible and he would take care of the
  rest.
  On Jan 30 safely felled and cut up tree. Followed with quick text
  when I got home that all was well *ut I had to take extra precautions due to
  the unforeseen extent of damage.
  ** Tree safely on the ground. The
  extent of the fork was worse than the photos indicated when I got up there.
  When it was on the ground it was even more extensive. There was almost 10’ of
  unattached trunk *elow the top of the fork. It is surprising that it did not
  completely fail at some point in the past let alone the last wind storm! 
  Consider yourself lucky. Thankfully I took extra precautions than originally
  planned.
  ** Thank you for your
  hardwork!  Sounds like I was lucky and you did a fantastic job! 
  Thank you for all the photos and the video was impressive.
  On Fe* 8 following work travel starting
  shortly after Jan 30 I had time to calculate the *illing and that it would *e closer
  to $500.  I called * to explain it took
  more time and that he would see an invoice from Rock Solid.  He was disappointed *ut did not contest.  I followed with a text to recommend a person
  to grind the stump.
  ** Here is a recommendation for
  grinding stumps. You can tell him I passed his contact information on to you.
  On Fe* 16 we received an email from
  * explaining he felt mislead.
  On Fe* 17 I tried to call, no
  answer or option to leave a message.
  On Fe* 18 I tried to call, no
  answer or option to leave a message.
  On Fe* 19 * responded with a text
  message. Which I interpreted as unfortunate *ut that what had *ecome a *ad situation,
  consuming a lot of extra time for $100, might *e over.
  ** Hey ** Seen you tried to call a
  couple times. Is there any more *usiness we need to conduct?  I received the
  bill from RS with your extra $100 and additional excise tax $10 for your
  subcontractor work on their *ooks.  I’m *uilding a house east of Custer
  right now and for the outbuildings and shop. *efore the sla* and the heated
  foundation last fall.  I was considering rock solid for the concrete work,
  but changed my mind after this experience.
  

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response *ecause:

  We never agreed to any expenses outside the estimate.  I was told that $400 was going to *e on the high end and expected that. I received a call 9 days after the work was performed  and was told it was going to cost more. I should have *een advised the day of the work of any additional costs and provided authorization; not after the fact.  I was not present to witness the amount of time onsite or the work actually performed.  I dispute the extra $100 charge and feel that *eing notified after the fact is deceptive.

  
  Sincerely,
  
  
  
  ***** ***********

  Business Response

  Date: 03/13/2025

  I called the customer and spoke directly with him. We came to a resolution and I took $100 off his invoice. We are in good standing now.