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:04/04/2025

  Type:Sales and Advertising 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 was quoted two amounts by this company that include wood removal and clean up, which I did not need. I was very clear about my location, that I was in no rush and would not need wood removal yet on their final quote they claimed the job was worth the highest amount due to all of these reasons but would not provide an explanation. I have requested an explanation, which is reasonable, especially considering the service provided took less than 30 minutes of service and not even all portions of the stated service were completed. I wouldve gone with the several lower quotes in my area had I known the company would do this.

  

  Business Response

  Date: 04/08/2025

  Thank you for being in touch. We regret that we have not yet been able to resolve your concern and we remain hopeful that we can do so. We pride ourselves on delivering quality service to our customers. 
  

  At ********************, we maintain high standards for safety and professionalism in arboriculture (i.e. four of our eight field employees are certified arborists). Therefore, our prices are not the cheapest in the industry. Each estimate for tree work accounts for a portion of the training time, insurance, maintenance, and travel time required to show up to each customers property and complete the work safely and effectively.
  
  When you told our office manager that you did not want the wood removed from your property, she informed the estimator. You note that our estimate includes the wording: Price includes removal of all wood and brush unless customer requests otherwise.
  
  We recognize that you might have understood that the price range included a service that you had declined. However, we had taken your request to leave the wood into account in creating the estimate for tree work that you received and approved.

  When a price or price range is presented to a customer in the form of an estimate, customers have a number of options: (A) accept the estimate (B) request discussion up front about the scope of work or reducing the cost, or (C) simply decline the estimate and select a company that may have lower prices. 

  Customers choosing option A approving an estimate range indicates to us that the customer sees the value in the work being done for that full range of prices, and places their trust in us to determine a fair and final price.

  Thank you for the opportunity to address your concern.
  

  
  

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:
  I have yet to receive a simple explanation for why the job at my home cost the extra $50. I speculate that you continue to refuse to is information because you know that you dont have an ethical reason and that youve overcharged me. I expect an explanation to say the least. 

  
  

  

  Business Response

  Date: 04/09/2025

  Dear Ms. **************** are writing in response to your concerns regarding the final price for the tree care services recently performed. We would like to take this opportunity to explain our pricing structure and address your request for an adjustment.

  At HartWood Tree Care, we pride ourselves on the expertise and qualifications of our team. It is important to note that half of our field employees are registered certified arborists, which ensures our services are performed by trained professionals with extensive knowledge of tree care. Our pricing reflects a value-based model, where we come to an agreement with our customers about the value of our specialized services, rather than solely relying on production costs.

  In your case, we provided a quote range of $350 to $400 based on the photographs and information you provided. Following the completion of the work, the manager determined that $400 was an appropriate final price. While we understand your objection to the $50 difference within the agreed-upon range, we want to assure you that this price accurately reflects the value of the services rendered.
  
  Though this BBB complaint is the first request for a pricing adjustment we have received from you, we recognize your right to challenge our pricing. In the spirit of customer satisfaction, we will accept payment of $350. Please understand that this adjustment does not represent an acknowledgement that you were overcharged for the services, but rather is being done simply to fulfill your request.

  We trust this explanation clarifies our position. 

  
  Sincerely,
  HartWood Tree Care
  

  
  

  Customer Answer

  Date: 04/09/2025

   I am rejecting this response because:

  Once again, 

  I have yet to receive an explantation for **why** the total was determined to be the amount it is. 
  You just continue to repeat the same statements in reference to your work at HartWood in general. Im not interested in generalities. 
  Are you able to explain in detail **specific to the job at MY home** the explicit reasons the amount you decided upon was selected? What specific factors affected **this project, etc. 
  Thank you.