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:09/26/2024

  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 Sept. 4 of this year, Haley's Tree Co. cut down a trunk of a tree and damaged my roof and gutter. It has been 3 weeks today, and the damage has not been fixed. I have gotten what I consider the runaround from Tracie Haley the owner. After 2 weeks of no resolution, I found a General Contractor here in town who supplied her on Sunday the 22nd, with a quote and she was to get the money to him. As of this writing, he has not seen the settlement money.

  Business Response

  Date: 10/10/2024

  We worked for this gentleman we did a little damage I did everything I could to call as many roofers and spouting guys as I could I could not get a hold of anyone I kept in contact with him the whole time I did explain to him that I was out of town for a family emergency on two days and I was unable to answer during those two days but I did also call him several times and keep in contact these screenshots will show that I was on top of doing what I was supposed to do

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid them before the job was complete, as I wrote the check ( they were almost done) they said their saw was dull and they would come back tomorrow to finish the job. One of the large logs Had not been cut all the way through and the tree had not been cut all the way down. They left a truck and a chipper here for 2 days so I assumed they would be back to do it. When Travis the owner came back he wanted to cut down another tree, I said we need to finish up the one you just cut, he said he would be back. As you can read from the text messages he just kept lying about coming back

  Business Response

  Date: 12/06/2023

  Please advise of address and cost of job also you mentioned it just wasn't finished so I can not provide a full refund the job was atleast 90% complete so I have no issues refunding a reasonable refund. 

  Business Response

  Date: 12/08/2023

  This is an update. I sent a team over yesterday to get the stump cut and get the rest of the wood cut up. The customer explained to the workers that she was very happy and satisfied with our work.

  Customer Answer

  Date: 12/08/2023

  They did come back and finish cutting the stump down

• Initial Complaint

  Date:11/14/2022

  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.

  Very simple while bringing tree down they damaged electrical line ,sent repairman out to repair connect point on side of house repairman was not electrican and city of mason had no request for an inspection. Now City of Mason,Ohio will not inspect with out this and Duke Energy will not make permanet connection until this is done. I though this had been done in the spring has not line is still on temproary holder. I was lied to about him being qualifed electrican. I am almost 80 years old did not notice this until i tried to paint board that repair was made on.

  Business Response

  Date: 12/20/2022

  Dear Mr *********** I'm sorry for all the inconvenience I really wish you would of called me first before going to BBB so I could've had a chance to talk to you. So I remember when this happened almost a year ago. I sent out an electrician to make sure there was no issues with the electric and there wasn't. He only tested it he didn't fix it. I don't recall the reason I believe he was too busy. I remember calling like 13 electric companies that day and he was the only one who would come to at least check there was no feedback. I then sent Mr ***** to fix it. Now the only thing that was actually damaged was the little bracket that holds it against house. Prior to our repairs there was an existing hole next to area Mr ***** even covered the hole as well. The existing board that everything was connected to was very spongy and deteriorating. Mr ***** couldn't screw new bracket to it because it would of not been sturdy enough. We thought we went over and beyond to fix it, so I'm confused to why almost a year later it's an issue. I'd be happy to make things right within reason. I'm attaching before and after pics to collaborate. In these pics you can see the electric line had also been moved in the past due to the blacked marks running beside the present line. I'd love to satisfy your concerns however I feel we did fix the issue. About the only thing I see that we could have done different would be to paint that piece of wood that we put in but the paint would have probably been hard to match. My apologies. Also having issues getting emails so sorry for the delay again thank God for ******** reaching out and helping me by doing Xtra wk to help me get out my response. I can't see original complaint to see what resolution your looking for. Again sorry wish you'd called back when it happened so I'd have more recollect of the details. Thx and Merry Christmas/ Happy birthday Jesus!!!

  Customer Answer

  Date: 12/28/2022

  
  Complaint: ********
  
  I am rejecting this response because:Job was not completed new bracket was not attached to new board I painted it black because i didn't know if wood was pressure treated or not .  Duke wouldn't attached to new Bracket until City of Mason inspected it thats there agreement.  So I had to go up there at 79 yeras old and an attach new bracket  and paint it .   I could not be here at time he came due to Medical appointments.  I tried to tell him on the phone where it was  located..  When i got home saw that job was not completed.  As far as calling you when this job was started I could never get you to answer the phone.  Som male answered the phone when i told you this you said nobody answered your phone but you.  So trying to communicate was not easy .  Should not have used a company I didn't know.  Didn't appreciate tatics that your salesman used showing up in neighborhood the way he did.  I will say that guy who did the work in the tree was very good and even came back the next morning.  I think he knew I felt I had been used as an old person.  Repairs have been completed by me and Mason was satisfied and Duke reconnected to new bracket..  So i need nothing else from you just wanted you to know how I felt.  Maybe this will  help in running your business.  If so I will be satisfied.  How did you know the wood had been painted if you showed up after that I didn't know it.   
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Haley's Tree Company doing work at neighbor's house July 6, 2022. I talked to "crew chief" - did not give me his name nor business card nor the crew number nor the truck #. Owner ***** asked me for this information to confirm it was her company. I asked the crew chief and his 3 employees if he had time to dead wood my 12 pine trees and 2 of the same 12 trees needed 1-2 lower branches trimmed away from lower shrubs. He had to leave to do an estimate, would come back and dead wood 12 pine trees. Crew chief did not leave; I was definite upfront money. Quote was 12 pine trees x $100 per tree to dead wood = $1200 + due to the price of gas an extra $300 = $1500. *****, owner, said "I will get to the bottom of this; I have never heard of $300 gas charge." I paid $300 for "gas"; did my neighbor pay $300 for gas also? I told ***** crew chief said job would cost $1500 cash or writing a check would be $1600 because taxes would have to come out of $1600 check. I asked the crew chief if he would cut three small shrubs (two feet round) ground level. I would remove stump he said that would be included. I gave crew chief $80 extra cash as tip: $20 for each employee; including himself. Very hot. I gave each employee 2 bottles of water. I went to bank to get $1500. Back in less than 45 minutes WORK WAS DONE. No tree mess on ground. Started questioning work with crew chief and one employee. I turned around my money and crew chief were gone. Four pine trees NOT dead wooded and lower branches not trimmed. Chipper broke. Storm was coming;2 employees cleaning up. ***** informed crews they had to return everyday with $20,000 = equipment and employee fees. Due to tornadoes; customer lost telephone did not contact Haley's until 7-10 days later. Owner said would call me back. Have heard nothing.

  Business Response

  Date: 08/13/2022

  Sorry for the confusion, my guys returned on two attempts to resolve the issue unfortunately couldn't catch no one at home apparently. On the second attempt we had left a card in the door. I haven't heard anything else until now. So unaware it wasn't done. I just now seen this email being BBB's second time reaching out. The BBB has changed their process and it's causing me problems getting them . I've contacted someone at BBB in regards to this problem with the new program I asked a case worker to please contact me if any complaints weren't getting answered quickly bc I'm not getting my emails from them sometimes. As for the $300 in gas. That comment was saying we're spending upwards of $300+ in gas therefore our prices have increased and we're having to compensate for it by raising prices. So my apologies for the misunderstanding. I'm very sorry this wasn't resolved already when I never heard nothing more I thought they had caught you home and did the 4 trees. I spoke with crew they said they actually did trim the 4 trees the day we were hired, but they didn't NEED much trimmed so might be hard to see. But we were going to come and cut more out than originally to satisfy you. I am willing to reimburse you for the four trims since they weren't trimmed to satisfaction but unfortunately I can't reimburse the $300 I'm sorry ******* didn't explain that better. I'd also be willing to come retrim said 4 trees if you'd prefer. I would just like you there so you can make sure you like them. 

  Customer Answer

  Date: 08/15/2022

  
  Complaint: ********
  
  I am rejecting this response because: No card in door nor mailbox.No advance notice.I was at home Fri. 8-12-2022.I have had trees dead wooded - no marks on trees.When questioned owner about gas charge she freaked out - now it is a misunderstanding. Check amount $1600 - check can be cancelled due to poor work. If charge was $1500 div. by 12 trees $125 each. I paid $1200 div. by 12 trees $100 each + $300 gas fee.  Therefore Haley owes me $100 ($25 x 4 trees not dead wooded) more because I paid $125 per tree including gas charge/increased price. Also owner said $100/tree was the correct fee - I was charged $125.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/17/2022

  Ok so now I'm even more confused. So first after speaking with ******* about the gas charges and he explained how he had explained it to you it was a misunderstanding yes at first I was furious bc I wasn't understanding what was going on after speaking with him I understood. I'm 100% comfortable giving back the 400. As for trimming the trees I spoke with whole crew they all swear they did in fact trim those few trees however they didn't need much just some prune pull work. Which those cuts will be very hard to see because there's just a bunch of tiny cuts on the ends of branches they told me that these trees did not need much that's why they didn't trim much out of them however since you're unhappy with them I am willing to give back the money to replace the ones they didn't do. I can't give you back the $300 because it wasn't an actual charge in the way you thought. I agree the way he worded it was a bit confusing but he didn't say that you were paying for gas he explained it as a charge we've added recently bc of gas price inflation. We're spending $900 each day in gas for all this equipment. It's just where we've recently have to raise our prices due to gas cost. I'll go over and beyond and reimburse $100 of it just because but you need to understand our company is striving to stay in business right now. We did your trees cheaper than usual because we were working close by and you did 12 trees. I'm sorry for the confusion but by time I give you back $500 that means we only made $1000 off trimming 12 trees by time sales tax, municipal tax, school taxes and workman's comp, employees and gas is paid out of the 900 left. There's no more to give. I've explained as well I'm more than happy to come still trim the 4 trees further and still reimburse some of the money if you'd like. Please accept this proposal with the understanding of what it cost to do this kind of work. Again I'm sorry for the misunderstanding 

  Customer Answer

  Date: 08/18/2022

  
  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.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/25/2022

  *****,

  That was a fast response – thank you.

  I have not heard from Haley’s Tree Service since 8-17-2022.  That is more than 2-3 weeks after last contact.  Please re-open the case between ****** & Haley’s Tree Company

  I DO NOT WANT THEM AT MY HOUSE to re-trim or trim the trees.

  Per the attached information:

                I agree to $100 x 4 trees not dead wooded = $400            per attachment

  + $100  of $300 “gas charge”                        = $100            per attachment

                                                                          $500 refund

  Thank you.

  ******* ******

  ************

  Business Response

  Date: 11/15/2022

  BBB called the business for a response.

  We did send the check for $500 and it was cashed. When I looked to see who it was cashed by it was a man in *****. We will be sending another one for $500. 

  Customer Answer

  Date: 11/15/2022

  
  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.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/02/2022

  ********,

  I have not received the $500 check nor heard from Haley’s Tree since I replied November 15, 2022.

  Thank you.

  ******* *. ******

  Business Response

  Date: 12/15/2022

  We had to first investigate the reasoning for the other check that was sent to your address. I believe you should talk to your post office in regards bc after investigation we found the check was in fact delivered to correct address so now I'm concerned that someone may be tampering with your mail. My second attempt will be in the form of a money order due to that fact. I will send out today I will also take pics and videos showing I've resent the payment again. I will video the mailman picking it up and take pictures of money order and envelope just in case. Sorry for the delay but somehow my check was cashed in ***** so I had to investigate it first. You should receive it no later than sat.again so sorry for the late delay. Also having problems from the new updated BBB website so I haven't received any emails in regards if it weren't for the very helpful case worker going over and beyond to reach me I wouldn't know there was a problem so THANK YOU to her as well for making sure this gets resolved Merry Christmas to all parties 

  Customer Answer

  Date: 12/16/2022

  
  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.
  
  Sincerely,
  
  ******* ******