Complaints

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Finest Tree Service to trim 6 palo verdes to only 4 feet above the ground and to remove mistletoe and dead branches. I carefully explained, multiple times, that I wanted the tree to stay very full as I am planning on placing a casita nearby and wanted the casita to remain hidden. Instead - they cut a 10” diameter Palo verde down completely and trimmed to 8 feet above the ground the others - removing decades of precious desert growth. I also contracted them to do a major trim on a very large Palo verde in another part of the lot. Instead they did a very minor trim of the tree leaving it overgrown. When I relayed what I had discussed with the person I contacted with it because very clear that the laborers had a significant language barrier and the person who spoke English knew nothing about trees. It is my belief that they did more damage than the balance remaining in the contract. They discounted the bill $250 for the 10” palo verde. That seems woefully insufficient to me. A $2065 balance remains. Text indicated $500 deduct. Which is also woefully insufficient for decimating healthy trees that were supposed to be only lightly trimmed.

  

  Business response

  04/28/2024

  Below is detailed information on this customers scheduled tree work, and interaction with both our crew, and our estimator.   As you can see, we've had a great deal of interaction with this customer, both in accommodating her tree work, as well as our efforts to reconcile.  This customer was pleased with her tree work, even commented as to the great job our crew had done and requesting that they trim more, see notes below:

  On 3/28/2024 as directed by this customer on start time, Finest Tree Service crew arrived after 10:00 am and the Finest Tree Service crew leader, conducted an on-site walkthrough and review of the estimate with this customer.  The crew then performed the listed job services.  Upon completion, the crew leader invited this customer to accompany him for a final walkthrough and view the work.  Approaching the first group of trees trimmed, this customer's initial observation to the crew leader was that the trees looked much better and that she was pleased.  They then crossed the wash to the North to view the large Palo Verde.  This customers comments, were again, positive and asked if the crew could take some additional time to trim more off the tree (please see before and after pictures attached of large palo verde).  The crew proceeded to remove more branches per her direction and approval.  Walking back to the front of the property and upon closer inspection, she observed the 6th tree (pictured and is the lower of the 2 trees) had been removed.  This action was not listed on the estimate.  This customer challenged the crew leader regarding the removal at which time he summoned the cutter to explain his decision and subsequent action of cutting the tree at grade.  The responsible crew member gave this customer his explanation for the removal, the tree was unhealthy and beginning to decay and crowding her healthy trees.  The customer then indicated she would not pay the bill, pending a resolution, and called the Finest Tree Service office.  The crew then completed the clean-up and left the property.
  

  The Finest Tree Service controller promptly called the estimator and reported the circumstances to him and he drove to the residence to address this customer’s concerns.  (See estimators’ comments below):

  3/28/2028 - Upon my arrival, this customer and I viewed the trees and I acknowledged the error in removing the tree without her consent.   This customer asked if Finest Tree Service could plant a couple of 15 gallon trees in place of the cut tree.  I noted the close proximity of the other trees at the point of removal as being too close to plant another tree and I offered to assist with forming ideas as to how she could more effectively provide the screening she desired.  We briefly discussed a living fence of ocotillo as an option before she expressed that she was not feeling well and asked to continue our discussion at a later time.  I agreed and indicated that I would continue my effort to reconcile her concerns.  After I left the property, I called this customer and left a voicemail reporting I had secured a source for living ocotillo fencing and also suggested alternate, lower growing plants as possible replacements for the tree.  She replied via text and expressed her appreciation for my due diligence in researching a solution to her screening needs.  Additionally, she indicated she didn’t think there was a good solution for the casita, where she had originally envisioned placing it, and shared on the following Tuesday, April 2, she had planned a site review with other professionals and she would get back to me.

  On 4/01/2024 - I sent a text to this customer with a photograph of the removed tree in its condition prior to the removal.  I expressed that Finest Tree Service would provide and plant two 15-gallon trees of her choosing to reconcile the loss and confirm a resolution for the balance owed.   She replied that she would be out of town a few days and was not sure when she could meet next.  In this text dialogue she asked about the casita building materials I had mentioned during my initial visit for the estimate.  She indicated that she had given these materials more thought and if I could provide additional information.  I provided the contact information as she requested.
  

  On 4/04/2024 - I sent a follow up text requesting a meeting to close our Finest Tree Service transaction.
  On 4/04/2024 - This customer replied via text indicating “We should assess damages and deduct from the contract”.  I replied that a pair of planted, 15-gallon Palo Verde trees was a fair value of replacement.  This customer then replied with a “draft” of a "critical review" that she would post if Finest Tree Service did not provide an acceptable solution.  Additionally, that she intends to take Finest Tree Service to small claims court for damages to exceed the balance owed and Finest Tree Service should reconsider our offer in light of her intentions.
  

  On 4/05/2024 - I visited three nurseries, previewed 15-gallon, 30-gallon and a 24” boxed Paloverde specimens and sent pictures of each via text to this customer.  I showed the nurseries a picture of the tree that was removed, those nurseries would not place a value on that tree.
  

  On 4/06/2024 - This customer replied that they were nice trees but what were the terms of reconciliation?
  

  On 4/07/2024 - I sent a text to this customer outlining my efforts to reconcile with her over the past week.  Reviewing with her the sourcing and viewing of alternate screening options, referring building materials and visiting four nurseries to facilitate a comprehensive search for replacement specimens.   I reiterated the planting of the trees was a fair amount and had a comparable value of $500.00 and if she preferred, Finest Tree Service would discount the balance in that amount.  I asked for a decision and to meet Monday the 8th to collect the balance.  This customer replied via text.  She now expressed the medium trees to be over cut, the large tree under cut, gross negligence, and lack of respect and boundaries and that she would not allow Finest Tree Service workers on her property ever again.  I replied via text, again noting the selection and planting of a healthy, nursey grown specimen would substantially outperform the unhealthy tree that had been removed and the $500.00 discount off the balance was of comparable value if the planting was not an option.
  

  On 4/08/2024 - This customer replied via text indicating her intentions to lodge a complaint with the BBB and to take us to small claims court.
  
  It is unfortunate to have been brought to this juncture and not reach a mutually amicable resolution.  We at Finest Tree Service endeavor to bring a measured human effort and consistent service to our tree care.  Our customers are as unique as the trees we service and rarely are we not able to bring some order and relief to both in our efforts.  We remain open to new ideas and an optimistic outlook.  We will still honor our $500.00 discount offer.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the Finest Tree Service on Monday May 23 2022 to request a quote on tree removal. An employee named **** from this service provider arrived at my house on Wednesday May 25 to provide the quote. This individual provided a quote of $700 to remove a tree and then stated that I needed to have another tree trimmed. He provided an additional quote of $150 to trim the tree (total of $850). I asked **** if he would provide me with a written quote similar to what one of his competitors provided. **** explained that there was no immediate need for a written quote and that he only need a 10% deposit to schedule the work. **** showed me an enlarged signature block on his cell phone and requested that I sign my name on it. At the same time, **** requested I give my credit number over the same phone to the Finest Tree Service. I signed the enlarged signature block and at the same time provided my credit card information to the employee at the Finest Tree Service. Shortly thereafter I received an emailed written contract stating "There is a 10% NON-REFUNDABLE deposit required to schedule the work. **** and the employee, who took my credit card information over the phone failed to mention, discuss or explain that my deposit was NON-REFUNDABLE. I contacted the vendor on 6/01/2022 to cancel the project and request a full deposit refund of $85. On 6/02/2022, the vendor refused to refund my 10% deposit of $85 on the grounds that the emailed contract I received after I signed and paid the deposit clearly stated the 10% deposit was non-refundable. I do not wish to retain the Finest Tree Service for any work now or in the future. I am requesting that they refund my $85 deposit on two grounds: 1) I was not given any notice that my deposit was NON-REFUNDABLE at the time I signed the agreement, paid the deposit and scheduled the work 2) No work was performed and I contacted the vendor to request a refund well before they were scheduled to perform services on 6/15/2022.

  

  Business response

  06/03/2022

  Our company policy is to collect a non-refundable 10% deposit upon customers approval, as stated.  Your signature represents your knowledgeable approval of the estimate as written. 
  
  We have provided a photo of your estimate from our electronic device showing you what the view looked like, this is your estimate with deposit applied, you can also see the estimate terminology below.  This was available on the device you signed.
  
  
  x Get Signature
  
  Message to customer
  Feel free to contact us at (520) 304-1603 if you have any questions.
  - We accept cash, check, or credit card (additional 4% fee for Credit Cards)
  - There is a 10% NON-REFUNDIBLE deposit required to schedule the work.
  - We have a 3% late fee 30 days after date of service.
  THIS IS A BINDING CONTRACT.
  
  
  We provided your estimate on the electronic device that you signed, an email version for your records and also, an emailed sales receipt for the deposit you made, each noting the non-refundable deposit.
  
  Per the conversation you had with our office, your deposit can be applied to any future tree work.
  
  Please don’t hesitate to call if you have any questions.

*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. ↩