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:09/09/2024

  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.

  On Aug. 10, Monster Tree took a tree down in my next door neighbors yard. They parked some of their trucks on front of my house and unloaded heavy equipment driving across my lawn and causing deep ruts (since it had recently rained). I called ***** ************) to ask that it be fixed. He said he would look into it but nothing has been done.

  

  Business Response

  Date: 09/10/2024

  This situation was resolved today.  There are before and after photos taken of the repair if needed.  The missing piece of information on the original complaint, was there was not a timeline established when the repair would take place.  There was, however, a commitment that we would repair the ruts. This was on a list of items to take care of as soon as we were caught up.    

• Initial Complaint

  Date:10/11/2023

  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.

  The job was hired to remove a dead Japanese Maple, as well as trim/prune several other trees. I arrived home to find that two of my trees had been butchered!!!! Literally, 1/2 of these 30 foot trees now have no foliage or branches on one side of the tree; it looks really awful! So, just imagine a tree that size -- a trunk and a few close-to-the-trunk stubs of branches, and no foliage -- with the other side still having branches with foliage. Again, the word "butchered" is an apt description. This is was the estimate/work order stated: "Prune to reduce the length, height, or spread of the tree crown ... The goal is to shape the trees and reduce the size as much as possible and get some home clearance. Monster Tree Service was hired because the owner, ************************* is an arborist. I expected, with an arborist, to have my trees SHAPED -- as the work order stated. Over and over, when me and ****************** were going from tree to tree during his estimate work-up, I expressed that I wanted the trees shaped. I wanted a long oval shape -- and I made the shape over and over with my hands in the air to demonstrate what I wanted. I did the VERY same thing with ******* (the person who led the team of three that showed up to do the work). OVER, and OVER I communicated the way I wanted these trees SHAPED. These trees can be cut in this shape -- it is the shape I have had them cut in every time I had the pruning/trimming service done. ****************** called me back shortly after I called him. He said that we had a misunderstanding about what was to be done to the two trees. I expressed to him that I never agreed to have the trees cut back so severely that one whole side of them is now bare!!! I stated that the estimate used the verb "SHAPE". And that I expressly stated with words and hand gestures numerous times that I wanted the trees shaped. He defended the work of the team he sent out -- he said they did what he himself would have done. He then tried to say that the trees needed to be cut back that severely to enable new growth -- and then they could be shaped. I had to call BS on that defense -- because if that had been what we agreed to then we would have discussed a future service to check on new growth and the tree's readiness to be pruned. And really ... we're waiting for new growth? When the weather is cooling and winter is coming?! I am concerned that the trees may die; that's how severely they have been cut back on one side. He said, "Well, we aren't going to agree about this". I stated that I am not okay with leaving the trees as they are -- again, they look butchered. And I further stated that I was not okay with anyone else but him/a team that he is supervising coming back to do any further work on the trees. He balked at this -- stating he would send another team -- even though "the team I sent you is A1". I then said, are you telling me that you don't have 30 to 45 minutes to do/supervise additional work to get those trees shaped up?! He recanted his stated plan to send another crew and said he will come back himself. I am heartbroken that these two, old lovely trees have been cut like they have. I am just sick about it. And I am horrified by how this all went down!!! I believed I had hired an arborist who knew trees -- who was advanced enough in his professional ability to not MISUNDERSTAND me when I, no fewer than 10 times stated and gestured what I wanted. Essentially, I wanted what the estimate/work-order stated. THAT IS NOT WHAT I GOT!!!!

  

  Business Response

  Date: 10/16/2023

  Hi *****, 

  As mentioned in a previous email, I understand your issues with our service and definitely feel you are not someone that we can speak with or work with to make happy.   As a result, I made the decision to not charge you and your husband for the work that was 90% done so we didn't have to continue to work with you.