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:05/06/2024

  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.

  Tree Service (TS) *** **********) contracted to remove and grind stumps of 1 tree, multiple big yews on LEFT SIDE of house and grind 1 existing stump on the Right Side of house (not done). April 4 By mistake Tree Service went around the corner into the backyard shrub bed (separated by 7 ft of cement) and cut down a slow-growing, dwarf 20+ year-old Birds Nest Spruce. TS replied to April 4th call by repeating only “someone will come out to look at it.” When I again asked for details of who and when, TS would only say someone will come out and ignore the who/when. I emailed pictures of site and matching Birds Nest Spruce. Later TS called and said that "the someone" would be staff. Again I asked timeframe: 1 wk., 3 mos., or something in-between? TS said 1 week. 1 week later, I called and left message. April 12, called and talked with Manager. He said he would come the week of April 15-19. He was a No-show/No-call. April 19, I called. He came April 22. Manager many times said it was impossible to find a replacement that could match size/value of 20-year-old tree. Manager offered a small Bird’s Nest Spruce or a Japanese Maple tree (didn’t fit with existing shrubs). He asked if there was other tree work. We explored options. I asked him to come in and together summarize our discussion. He declined – "was late for another appointment." I offered to draft summary. April 22 emailed it for TS review/input. April 22 was only time TS came to see/talk about their mistake. April 26 TS President emailed: “. . . I have made the executive decision to end our conversations as a company. “ We have gone above and beyond to try to remedy every one of your calls and emails. . . There is nothing more we can do or offer you. At this time we won't be taking anymore emails or calls from you as it is teetering on being a bit harassing. We feel that all reasonable offers have been made to you as a courtesy and nothing will ever be good enough to satisfy you.”

  

  Business Response

  Date: 05/10/2024

  On Tuesday, April 4th, our company assigned a crew to perform work tasks pre-approved by the customer. The crew spoke with the customer in person and briefly reviewed the scope of work upon arrival. There was an entire row of small trees / shrubs assigned to be removed on the left side of the customer’s residence. The instructions included cutting, hauling away debris and grinding the stumps of the shrubs. The stump grindings were the only item to be left on site. Our crew foreman spoke with the customer prior to starting the job. He had pointed to the small trees / shrubs along the left side of the residence and verbally confirmed the scope of work with the customer. Out of consideration, our foreman did not want to make the customer walk the entire length of the small trees / shrubs (which were located on a hill) because he was to understand that all items on the left side of her residence were to be removed and hauled away. He received no specific instructions from the customer, including small trees / shrubs to avoid.

  
  As the crew began to work, they proceeded to remove the entire row of small trees / shrubs safely and efficiently along the length of the home, including a shrub (Bird’s Nest Spruce) which was also on the left side of the house but separated by a concrete pad. The crew meticulously cleaned up the work area upon completion and notified the customer that their portion of the scope of work was complete and attempted to collect a payment. The customer walked out to inspect the work and noticed that her Bird’s Nest Spruce had also been removed which was not intended to be. She was very upset and stressed her frustration regarding the misunderstanding to our staff.

  
  Once the tree had been removed it was obviously too late to correct the issue. For over 53 years our company has always made it our goal to leave customers more than satisfied. Because of that policy, the customer was directed to contact our office so that we could work with her to determine the best solution to the issue. The customer contacted our office and notified us of the situation. One of our employees left our Office Manager’s business card as a courtesy to ensure that the customer had a good contact within our office. Upon contacting our company, the customer was extremely condescending and badgering to our staff and repeatedly interrogated our Office Manager as to why she was on her property and when. We had to explain to her multiple times that it was left by a crew member as a courtesy and just because our Office Manager’s name was on the card didn’t mean she was actually the one that dropped it off. She frequently insisted that our Office Manager must have shown up to her residence without her knowing. We immediately realized that we were dealing with someone who was mounting up to be an inevitable challenge to say the least.
  

  We assured her that we would address the issue as soon as we could and try to come up with a reasonable resolution. She was very demanding that we provide specific times and dates to meet. Our General Manager had planned to come out to meet with the customer and take a look at another tree on the property that was a close match to the one that was removed by mistake. Our manager’s intention was to get a visual confirmation on the size, shape and species of the tree so that he could attempt to find a suitable replacement should any local nurseries or garden centers have them in stock. Our company would have been more than happy to replace the tree if that was a feasible option. Due to repeated and unexpected medical emergencies that required one of our key staff members to be hospitalized, our General Manager was unable to set a meeting time with the customer until the aforementioned staff member returned from medical leave. Upon that employee’s return, our General Manager made time to meet with the customer on site.

  
  When our General Manager arrived at the job site, he and the customer walked the property and inspected the work performed by the crew. Our manager observed the location of the miscommunicated tree as well as the match to that tree located on the opposite side of the customer’s house. Upon realizing the size and alleged age of the tree, he realized that finding a near-identical match would be out of the question. Our General Manager contacted multiple reputable nurseries that swiftly confirmed this. Our General Manager offered multiple replacement suggestions to the customer which we would have been happy to purchase and install. Some of these options included the largest specimen we could find of Bird’s Nest Spruce (albeit still younger and smaller), and multiple variations of Japanese Maple trees which are considered highly desirable and valued. The customer did not seem satisfied with any of these options. It quickly became evident that once our customer knew we were unable to provide an exact match for her shrub, she was going to “swing for the fences” determining how she could take advantage of our company. Our General Manager also offered to compensate the customer with an additional hour of work with a four-person crew and equipment of which the rate is valued at $300.00 per hour. The customer was highly unreasonable and continued to push for more and more where the end result was nowhere near an even trade-off for her small, untrimmed shrub. At one point she requested that we re-grade and edge the terrain on the left side of her property and install hardscaping as a trade-off. This project alone would have cost thousands of dollars and is not even a service our company provides, nor our area of expertise seeing as we are not a landscape / hardscape company. Toward the end of the appointment, the customer insisted that our General Manager enter her home to discuss further options. Our manager declined due to feeling extremely uncomfortable around her and the situation in general and saw no need to enter her premises. Our manager had already spent an extremely generous amount of time attempting to reach a reasonable agreement, but to no avail. Our General Manager assured her that he would further discuss the matter with the Company President. We concluded that there was no reasonable solution for satisfying this customer and believed that we had already exhausted enough payroll hours and fuel costs in an attempt to reach a fair and more importantly realistic courtesy agreement. 

  
  

  Customer Answer

  Date: 05/26/2024

   I am rejecting this response because TS does not state their desired outcome or offer a solution.  TS makes statements that contradict one another.  TS response does not include supporting documents.

  I am a white-haired, widowed Granny with 2 replaced knees.  I am “reaching for the fences” of a fair and equitable reimbursement for the destruction of tree that TS found to be  “irreplaceable.”  I hope TS will change their course and help to reach for this shared fence. 
  
  Where we are today?  I learned and accept that the declined option of landscape work was uninformed and unreasonable.  I filled in the BBB Desired Outcome/Settlement box.  Will TS come forward and put their desired outcome in writing or will they commit to the offer TS said was made by their General Manager on April 22nd   (“to compensate the customer with an additional hour of work with a four-person crew and equipment of which the rate is valued at $300.00 per hour.”)?  Or will TS continue on their current path?
  
  Will TS agree to include my original desired outcome of TS buying a 5 or-so gallon replacement tree, and planting it as part of the work in the 1 service hour?  
  
  As a follow-up to TS’s response, I would like TS to explain its $600 charge for 1 service hour of a 3-person Crew at my home when TS has stated the value of a 4-person crew/equipment to be either $250 or $300. TS Estimate is attached.
  
  The TS response to my complaint disparages me as a difficult customer trying to take advantage of them.  In their response to my complaint regarding services delivered on April 4th, TS added March 25th events which create confusion, raise other questions, and require more information which I added far below.  
  
    Additionally, the TS response:
  Confirms that I did NOT walk down the hill.  Crew did not witness an event that didn’t happen.
  Overlooks the specific instructions I gave NOT TO CUT  the 3 small blue shrubs next to the house which the Crew did follow.  Picture of untouched shrubs is attached.
  Denies the General Manager’s refusal to make an offer of 1 hour of service without discussing it with TS.  On April 22nd the General Manager said the cost of sending out a Crew was $250.  He specifically said he COULD  NOT make this offer until discussing it with others at TS.
  Four days later the TS President replied announcing her executive decision to terminate communications. 
  
  After confirming that I did not walk down the hill on April 4th, the TS response then contradicts itself saying the Crew walked the hill with me and they saw my reaction to the destroyed tree.  Does this raise questions about what the Crew said/saw and the who/how/why a nonexistent event was included in TS response?
  
  Would a difficult customer angered by discovering the Crew’s mistake open her checkbook, pay the full charges, and have $40 cash ready to tip the Crew who did the damage?  Is it possible the Crew did not know they made a mistake until TS management told them about it?  Or are there other unlikely possibilities including a Crew member having a moment of bad judgement, or the inability to distinguish between the side and back of the house, or as a payback for my telling TS management about the March 25th trespass?  After the Crew left, I found the tree had been cut down when I walked to a window in the back of the house to adjust the blinds.  At 9:10 am I left a voice message at TS.
  
  The TS response chose to add events of March 25/26th.  On March 25th, TS used both my front yard and side yard shrub beds as the risky staging ground for their huge, $150,000 Spider Airlift vehicle.  They did this without my knowledge or written consent in violation of their policies.  Attached are pictures of the Spider Airlift in my yard trimming my next-door neighbor’s trees.
  
  Twice a TS Crew member assured me that the Foreman would talk with me before they left regarding doing work at my house that day.  The Crew member said their schedule looked like there was time to do the work requested.  The Crew left without a word.  Before leaving when my neighbor asked if he had talked with me, the Foreman indicated he had.
  
  On March 26, the TS Office Manager’s soggy business card mysteriously appeared on my driveway.  The Office Manager and I then had a confusing, uneasy conversation about TS’s March 25th trespass and the unexpected appearance of her business card.  The Office Manager scheduled a March 27th appointment to estimate my job. The TS Sales Manager included grinding of the right corner tree stump (not done) and the instruction to remove the debris from my yard left there from trimming my neighbor’s trees.
  
  The TS Sales Manager expressed embarrassment and distress with the March 25th trespass and the relatively new Foreman’s rogue actions.  The Sales Manager said the Foreman was working at a Bath job and he was going to go there next to talk to hm about the events of March 25th.  The Sales Manager seemed to want to make things better by saying he was offering a good discount on my job.  TS’s response values 1 service/equipment and 4-person Crew hour at $300.  The TS estimate shows a charge of $600 for a 3-person Crew for less than 1 hour of removing shrubs.  Ring doorbell videos show April 4th Crew came and went within 1 hour.  The attached picture of Crew with trees/stumps is timed at 8:23 am.
  
  The TS response quotes their $300/hour pricing which is not consistent with their $600 charge for the April 4th work done at my home.  Does TS have more than one pricing structure?  Were there unspecified/unanticipated costs included in these charges that could also occur in a future service hour?  Is there some other explanation of the difference?  Or, has TS taken advantage of me more than once? 
  
  Will TS achieve its published “goal to leave customers more than satisfied” by providing a written statement of their desired outcome which hopefully gets us over the fence? 
  
  

  
  

  

  Business Response

  Date: 06/03/2024

  Upon examining the customer’s extensive and scattered response, we have determined that we do not wish to exhaust any further time and payroll hours disputing the removal of a small shrub. Our company would like to make one final offer to resolve this situation as swiftly as possible so we can all move on. What our company is willing to provide as a courtesy is as follows:
  ·       Purchasing a 5-gallon Bird’s Nest Spruce to replace the one the customer lost as a courtesy. It is understood that a 5-gallon Bird’s Nest Spruce (Requested by the customer in her response) will be smaller than the one that was removed, obviously due to it not being fully matured, albeit the largest we could find available for planting. We have confirmed with a highly reputable nursery that they have them in stock.
  ·       Planting of the purchased 5-Gallon Bird’s Nest Spruce by our ISA Certified Arborist.
  ·       Removal of two large yew bushes on the back right side of the customer’s home that were not part of the original work order but will be added as a courtesy.
  ·       Grinding of the yew bush stumps (listed above) as a courtesy, as well as the grinding of a stump left from the original work order. All stump grindings would remain on site not raked nor removed, per our usual contracts.
  ·       All of these tasks would be performed on the same day with our ISA Certified Arborist on site throughout the duration of the work being performed.
  
  
  We would prefer not to have any further interaction with the customer while providing this courtesy work as we do not want to be delayed or distracted in any way whatsoever. We are to reach an agreement where the customer will remain in her home while our team of multiple specialists can focus on their assignments and be able to move on to their next task of the day as swiftly as possible.
  
  In regard to rates and pricing, each job is priced by determining the scope of work and every single factor that it entails. We offered the customer our absolute minimum “general” rate for a crew to come back to an existing customer’s job site for completing additional / follow up work. We do not charge our customers a set hourly rate. The reason being that we do not feel that a customer should be charged any additional amount should a job take longer than expected. The factors that determine the price of any scope of work include, but are not limited to:
  
  ·        Amount of crew members involved in the project.
  ·        The type of crew and their specific equipment.
  ·        The wear and tear on equipment involved in a job.
  ·        The amount of product to haul away from a job site and the space that it takes up in our trucks.
  ·        The safety hazards involved with any job.
  ·        The physical obstacles / obstructions involved in any job.
  ·        The distance involved with physically transporting material from point A to point B.
  ·        The physical strain / fatigue that any particular job puts on our employees while working outdoors in a variety of weather conditions and terrains.
  ·        The cost of fuel, oil and other fluids involved in the operation of any machinery.
  ·        The thoroughness and precision required throughout any job.
  ·        The size of the job in general.
  ·        The accessibility granted or limited on any job site to allow ease of entry and exit by foot or by the preferred equipment.
  
  In conclusion, our company has laid down a firm offer and the maximum limit we will go to in order to resolve this complaint, provided the customer accepts this offer. We believe that with sending our staff out to this property for a fourth time, the cost of a replacement shrub of the same species and size (5-Gallon – documented on the customer’s last response), the multiple pieces of machinery required as well as all factors mentioned above that this offer is more than fair. We would be happy to get this resolution in motion as soon as possible and likewise have the complaint closed.

  Customer Answer

  Date: 06/09/2024

  I do not understand why and when the Better Business Bureau decided to close this complaint and what that means in terms of the offer that was made that I was going to accept.   Was there some sort of technical glitch that closed the complaint without notifying me because the last time I was on the site there were options to accept, reject, or ask questions.  What happens now?

  Below is what I came to upload as acceptance of the offer.

  My Thanks to TS for doing the right thing and providing the first/only written statement of their offer to buy and plant the largest available Birds Nest Spruce and make-up for its unequal value by grinding an existing stump, cutting down 2 additional evergreens and grinding their stumps.  It appears that the work in the TS offer matches exactly what I included as the “Desired Outcome” on the May 7th complaint form, and I accept the offer.
  
  It would have helpful if the substitute Birds Nest Spruce had been planted before the May 1st target date the TS Manager discussed at his April 22 site inspection. TS cutting off communication on April 26th and delaying their offer until more than 2 months after mistakenly destroying the tree results in more stress on the new shrub and creates more strain for me with frequent watering to keep the young Birds Nest Spruce healthy during hot summer temperatures.
  
  I will stay in my home while the TS Crew works which is what I did when the TS Crew cut down and removed the shrubs on April 4th and again when another Crewman came to grind the stumps.  Both times the TS Crews rang my doorbell and asked me to review the planned work before beginning.  I then went back inside and stayed there unless a Crew member came to the front door and asked me to come out.  The TS Crews also returned to my front door to let me know they were finished and asked me to inspect the completed work.  Both times the Crew then came into the house, and I wrote checks for full payments.  
  

  In preparation for completing the work, I would like TS to respond to the 3 questions below. 

        Will the Arborist bring organic material and/or fertilizer or any other supplies that may be needed for planting the Birds Nest Spruce as I do          have these products on hand?
  
        Per their policy, will TS request consent from my neighbors to enter their property?  The side yards of my house are 13.5 feet wide                      including the shrub beds. There is not enough space to cut down and remove the 2 evergreens without going onto the neighboring property        as the March 25th Spider Crew did.   

        Will the TS Crew follow the courteous, professional business process used on April 4th and 11th described above for:
          1. Notifying me of their arrival,
          2. Showing the Birds Nest Spruce to me and confirming the hole placement before planting,
          3. Confirming with me the 2 shrubs to be cut down/removed and the additional stump to be ground,
          4. Notifying me of job completion and inspecting the work before departing?  
          5. If not, please describe how TS plans to address these processes.   
  

   I too look forward to focusing on my priorities and the free time that comes with no longer having to resolve this mistake.  

  Customer Answer

  Date: 06/09/2024

  June 9, 2024 

  I just reviewed the communication history.  I received notification of the offer from Barberton Tree on Tuesday June 4th saying I had 7 calendar days to respond.  Today, June 9th when I went to upload my acceptance, I saw that the Better Business Bureau had closed the complaint on June 9th because I had not replied within 7 days. I would appreciate the Better Business Bureau contacting me about how to resolve this premature closure of the complaint and discuss what happens next.  

  

  Business Response

  Date: 06/18/2024

  We understand there was a glitch with this somehow, but we are still waiting on the official response from the customer to see if she accepts our offer so we can finally get this resolved. 
  We are willing to wait 3 more days to receive an official response from the customer regarding our last sent response to resolve this matter.

  Please see previous response:

  Upon examining the customer’s extensive and scattered response, we have determined that we do not wish to exhaust any further time and payroll hours disputing the removal of a small shrub. Our company would like to make one final offer to resolve this situation as swiftly as possible so we can all move on. What our company is willing to provide as a courtesy is as follows:
  ·       Purchasing a 5-gallon Bird’s Nest Spruce to replace the one the customer lost as a courtesy. It is understood that a 5-gallon Bird’s Nest Spruce (Requested by the customer in her response) will be smaller than the one that was removed, obviously due to it not being fully matured, albeit the largest we could find available for planting. We have confirmed with a highly reputable nursery that they have them in stock.
  ·       Planting of the purchased 5-Gallon Bird’s Nest Spruce by our ISA Certified Arborist.
  ·       Removal of two large yew bushes on the back right side of the customer’s home that were not part of the original work order but will be added as a courtesy.
  ·       Grinding of the yew bush stumps (listed above) as a courtesy, as well as the grinding of a stump left from the original work order. All stump grindings would remain on site not raked nor removed, per our usual contracts.
  ·       All of these tasks would be performed on the same day with our ISA Certified Arborist on site throughout the duration of the work being performed.
  
  
  We would prefer not to have any further interaction with the customer while providing this courtesy work as we do not want to be delayed or distracted in any way whatsoever. We are to reach an agreement where the customer will remain in her home while our team of multiple specialists can focus on their assignments and be able to move on to their next task of the day as swiftly as possible.
  
  In regard to rates and pricing, each job is priced by determining the scope of work and every single factor that it entails. We offered the customer our absolute minimum “general” rate for a crew to come back to an existing customer’s job site for completing additional / follow up work. We do not charge our customers a set hourly rate. The reason being that we do not feel that a customer should be charged any additional amount should a job take longer than expected. The factors that determine the price of any scope of work include, but are not limited to:
  
  ·        Amount of crew members involved in the project.
  ·        The type of crew and their specific equipment.
  ·        The wear and tear on equipment involved in a job.
  ·        The amount of product to haul away from a job site and the space that it takes up in our trucks.
  ·        The safety hazards involved with any job.
  ·        The physical obstacles / obstructions involved in any job.
  ·        The distance involved with physically transporting material from point A to point B.
  ·        The physical strain / fatigue that any particular job puts on our employees while working outdoors in a variety of weather conditions and terrains.
  ·        The cost of fuel, oil and other fluids involved in the operation of any machinery.
  ·        The thoroughness and precision required throughout any job.
  ·        The size of the job in general.
  ·        The accessibility granted or limited on any job site to allow ease of entry and exit by foot or by the preferred equipment.
  
  In conclusion, our company has laid down a firm offer and the maximum limit we will go to in order to resolve this complaint, provided the customer accepts this offer. We believe that with sending our staff out to this property for a fourth time, the cost of a replacement shrub of the same species and size (5-Gallon – documented on the customer’s last response), the multiple pieces of machinery required as well as all factors mentioned above that this offer is more than fair. We would be happy to get this resolution in motion as soon as possible and likewise have the complaint closed.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It was difficult to get to this point and has taken over 2 months.  I look forward to having the June 4th offered resolution implemented by the TS Crew on or before July 1 as outlined by the TS Senior Administrator on June 18th.  Details are included below. 

  June 21, 2024
  I first accepted TS’s offer on June 9th and agreed to its work scheduling plan presented to me by TS on June 18th.  TS did not reply to the questions in my June 9th Acceptance of their offer. On June 18th TS called me to schedule the work. TS’s failing to respond to the BBB June 11th request for a response and its June 20th labeling my June 9th Acceptance as not “official” have created confusion, extra work, and a stalled resolution.  When, why, and by who was it determined that my June 9th Acceptance is not “official?”  Why wasn't a notification of this sent to me?  Is it difficult to avoid wondering if TS’s operations meet the standards of a professionally run business? 
  
  However, as a courtesy to TS and the way to for it to compensate for mistakenly cutting down a 20-year-old Birds Nest Spruce, I am accepting its offer a second official time.  I again ask TS to respond to my questions as its answers can facilitate the work done when the TS Crew is at my home. 
  
  Full Acceptance Statement
  My Thanks to TS for doing the right thing on June 4th by providing the first/only written statement of their offer to buy and plant the largest available Birds Nest Spruce and make-up for its unequal value by grinding an old, existing stump, cutting down 2 additional evergreens and grinding their stumps.  This TS work offer matches what I entered as the “Desired Outcome” on the May 7th complaint form, and I accept this offer.
  
  It would have been helpful if the substitute Birds Nest Spruce had been planted before the May 1st target date the TS Manager discussed at his April 22nd site inspection. TS‘s April 26th “executive decision” terminating all communication with TS and delaying their offer until more than 2 months after mistakenly destroying the tree results in added stress on the new tree and creates additional work for me with the need to water more frequently to prevent death of the shrub from the hot summer temperatures.
  
  Because TS insists, I will/can stay in my home while the TS Crew works which is what I did when the TS Crew cut down and removed the shrubs on April 4th and again when another Crewman came to grind the stumps. Both times the TS Crews rang my doorbell and asked me to review the planned work before beginning. Afterwards, I went back inside and stayed there until a Crew member came to the front door to ask a question or to ask me to come out. The TS Crews also returned to my front door to let me know they were finished and asked me to look over the completed work. At the completion of these 2 trips to my home, the Crew came into the house to receive full payment for their jobs which is unnecessary for this upcoming work. 
  
  To address TS’s concerns about distraction of the Crew while they are working, I am asking these questions again.  TS’s elimination of interaction with the TS Crew from their usual process creates gaps.  My hope is that planning on how to address the gaps will help prevent distractions, ensure a smooth process, and save time. 
  
  Will the TS Crew follow the processes they used on April 4th and 11th as described above?
  
  If the TS Crew will not follow the processes used in the past, what are the TS plans for:
  
  Showing the Birds Nest Spruce to me before it is planted;
  Handling any questions that may come up while the Crew is at my home;
  Confirming where to dig the hole for the Birds Nest Spruce;
  Using/supplying products to support root growth or fertilizer for the Bird’s Nest Spruce;
  Identifying the old stump and the 2 yews that are to be removed;
  Providing directions on care/feeding of the new Bird’s Nest Spruce;
  Inspecting TS’s completed work? 

  I too look forward to focusing on my priorities and the free time that comes with no longer having to resolve this mistake especially since it was being resolved when the TS Senior Administrator called on June 18th and slotted the job into the TS work schedule. 
  
  For Reference:  Timeline Detail of Events June 9 to June 21, 2024
  On June 9, 2024 prior to the June 11th deadline for my responding to TS’s offer, I logged into the BBB website to select the Accept option and enter my acceptance of the offer. The options to Accept or Reject did not display.  I entered my acceptance and a description of the problems in the “Have More Information” space which BBB sent to TS on June11th.  I also sent an email, left voice messages, and talked with BBB on June 10th regarding the problems.
  
  June 11th the BBB assigned Investigator returned my call, explained the technical problems with the BBB systems failure to display options of Accept and Reject being connected to the BBB systems error of the premature closing of the complaint citing 2 different reasons neither of which applied.  The Investigator offered to and did call TS to explain this system glitches.  The BBB communication history shows BBB forwarded my Acceptance of the TS offer and questions to TS on June 11th and requested a response from TS.
  
  June 11th to June 19th TS did not reply to BBB’s request for its response to my June 9th Acceptance.  I did not receive a notification that my Acceptance was less than official or a request to reenter it by a specified deadline.
  
  From June 12th thru June 17th, I heard nothing from BBB and TS.  I called BBB on June 18th and left a voice message asking for an update on the status of my complaint. 
  
  On June 18th, a female identifying herself as a Senior Administrator at TS called to schedule the work as she said TS wanted to resolve and close the complaint.  This Administrator said she had no knowledge/information regarding the questions included with my June 9th acceptance.  She explained the business schedules on a day-before basis and to expect a call one day ahead of the work being done.  When I asked about the farthest out the work might be scheduled, the Administrator replied with the work would be completed before July 1 depending on any storm damage priorities. I agreed with this scheduling plan as the next step in resolving TS’s mistake.
  
  Until June 20th, TS did not reply in writing to BBB’s request for its response to my June 9th Acceptance. On June 18th TS called to schedule the work, then on June 20th TS sent this very confusing message and a copy of its June 4th offer to the BBB.
  
  “We understand there was a glitch with this somehow, but we are still waiting on the official response from the customer to see if she accepts our offer so we can finally get this resolved. 
  We are willing to wait 3 more days to receive an official response from the customer regarding our last sent response to resolve this matter. “
  
  The TS response is confusing because prior to June 20th, the BBB’s most recent action was sent on June 11th to TS asking for TS’s response to my June 9th Acceptance.  One unanswered question is when, why, and by who was it determined that my June 9th Acceptance is not “official?”  A second question is when was a notification of this provided to me?   A final question:  Is it difficult to avoid wondering if TS’s operations meet the standards of a professionally run organization?   

  

  Business Response

  Date: 06/27/2024

  [[BBB transcription via email]]

  
  
  Hello! I have received your message and response that ******** has accepted our courtesy offer. We will complete this by the end of July weather permitting. We will send an email before we come so ******** will know we will be on property. 
  
  We are looking forward to getting this completed and off our list as well so please reassure ******** we will do everything in our power to schedule it as soon as possible.