ComplaintsforBoutte Tree, Inc.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Boutte Tree to prune a Poplar tree, remove a Sweetgum tree and do other pruning work completed on 4/17/2023 inclusive of ***** grinding - completed on 4/26/23. Project cost: $2800. I chose Boutte because of my working relationship with them around 2014 at which time they took down four very tall trees with no damage to my turf or home. When I met with the quoting arborist on 3/16/23, there was no question in my mind that I would not have the same end result. When I went out to take a look at the work on 4/17/23, I was disheartened by the amount of turf damage and brought it to the crews attention. The damage would have been circumvented had the crew put down the plywood boards. I asked why the boards were not put down. Their response was that the arborist did not tell them to put boards down. It was my understanding from the arborist that the boards would be put down prior to the work. Before going into the house to get out of the way of the work, I noticed the boards were on the truck. There was no question in my mind that they would not put them down. They continued to do the work without the boards, clearly seeing that the turf was being damaged. Hard work was overshadowed by the crew's negligence. I went ahead and paid $2000 of the $2800 amount charged, withholding $800 until an agreement can be reached about restoration of my turf, of which, I notified the owner. Her offer of $150 off the contract does not begin to cover the restoration, nor does the offer to just come and put down seeds and straw and walk away. I am not looking for a handout; Im looking for restoration. Restoration needs aeration, seeding, straw, setting up watering devices, labor and water costs. I should not have to reach into my pocket to restore my turf. After receiving the owners email, I realized this was going nowhere fast. In view of the communication breakdown, I appreciatively request the assistance of BBB to help me to get my turf damages with Boutte resolved. Thank you.

  Business response

  05/22/2023

  Jessa Boutte here.  Thank you for your email and your clear expression of how you feel about the tree work, and our tree workers.  I understand that you are frustrated.  I have read your contract and spoken with our crew, crew leader, and production manager to see what may have happened here.
  
  I have attached your contract here, and Ive highlighted the sections that pertain to the turf.  We do say in our proposal to you that there will be minor turf damage (see page 3).  We also have it clearly in our terms and conditions that we do not repair turf or any other surface that is disturbed by our work (see pages 6 and 7).  (See page 12 for your electronic signature to this contract.)
  
  The crew who did your work was led by *********************, and also included ***************************************, and *************************, and they are not negligent or lazy people, they are extremely hardworking and diligent men.  They did not put boards down because laying boards was not part of your proposal.  Sometimes we use them in particular situations where there is extremely soft turf in order to avoid rutting and stuck equipment.  It is not possible to move heavy machinery over grass without disturbing it. Even if your contract had included the use of boards, which it did not,there would still have been grass disturbance.  Had your contract called for boards, and they didnt use them, then that would qualify for carelessness,but on your job, that was not the case.
  
  Also, had there been damage that we were responsible for, then even so we would not be held to quotes provided by your choice contractors.  We handle situations where we are at fault for damage in house (see page 8 of the contract).  Although we are not responsible for the grass disturbance per our contract, I do understand how you feel and I empathize with your frustration.  ***** offered to come out and help with some reseeding when the time comes to do that, or alternatively to offer a $150 discount as a courtesy for you, and a gesture of good will, and I stand by his offer of good will. 
  
  We will look for the check for $2000, but there will still be an open balance in that case of $800.  Once I hear back from you about if you prefer the complimentary seeding or the $150 discount, I can adjust that making the remaining amount due $650.00.
  
  Thank you, and again, I do understand how you feel.

  Customer response

  05/28/2023

   
  Better Business Bureau:

  Follows is my response to ***** Bouttes response to my complaint #********.
  

  As you well know, this was not minor turf damage. No excuse you have given is a good excuse. It was negligence!
  Again, my purpose in having the work done was to enhance my property, not to cause damage to my turf and the need for costly repairs in excess of $150. I believed the statement on page 5 of Bouttes work description, Nothing is more important to ** than customer satisfaction,including Item 10 of the contract addressing Limitation of Liability/Warranty which reads: Contractor will perform the Work in a diligent and careful manner consistent with industry standards. Contractor will make reasonable effort to perform the work in a manner that does not result in property or other damage. The performance of tree removal work, however, is difficult and inherently dangerous and damage can result even if the Work is performed with care and caution. Contractor shall be and remain liable for damages resulting from Contractor negligence in the performance of the work,including damage to owners property, but excluding consequential damage such as lost profits, lost income, and lost productivity.
  Your lack of accountability is concerning. Truly, this is an eye opener and a teachable moment for me. I hope the same for Boutte. If there is a need for customers to have language incorporated into your contract to put boards down to prevent damage, or to stand guard over Bouttes employees to make sure they serve them well, please let folk know that upfront.
  After consultation and advisement, I am accepting the $150 discount you have offered. I processed a payment on May 28, 2023 in the amount of $650 of which transaction you should receive in the next couple of days or so.
  Often times, leaving out important steps in a job can sour and overshadow hard work.  Having said all that I have said, I am thankful that the work has been done.
  Thank you.
  ***********************************

  To: BBB

  I have reviewed the response made by the business in reference to complaint ID ******** and I accept the offer.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Killed my Trees. Do not know what they are doing.I called Boutte Tree *** , because a bird's nest did harm to one of my trees. I had four beautiful European Hornbeams trees in my front yard at the time. Three of them were very healthy. One one them had a birds nest. Instead they "evacuated soil", basically moving some dirt around 4 trees, and applied a fertilizer that burned the healthiest tree with no problems and damaged the others. I immediately called them after they applied the fertilizer , when I noticed all the trees started looking dry and dead within a month, and they did not send anybody out to look at what the fertilizer was doing to the trees. The finally came out to look at what they did months later to tell me the trees are dead, and they will remove the trees in the summer or spring if I do not write or file a complaint. I called for them to remove the dead trees and they did not come out as promised. Each tree costs over $550.00 not including the planting . They did not even offer to replace them. They did not offer to return my money $700.00 plus $150.00 for the consultation.

  Business response

  08/16/2022

  This review is completely irrational and absurd. I usually empathize with dissatisfied clients, but this one is so nuts, so irrational, so rude, that I am just going to say it like it is. She doesn't understand what fertilizer is, she doesn't understand how plants grow. She screamed aggressively at our sales manager, in an outrageous and completely inappropriate tantrum thrown in her yard. We tried hard to help her, and we even offered to remove the dead tree, just to be nice, but we insisted she acknowledge first in writing that it is logically impossible that we could be the cause of her failed tree, but she wouldn't do that.
  
  She waited 8 months between screaming at us and asking us to remove her tree, which is also very odd. Not to mention she asked for a quote and more work from us last month! We declined.
  
  The tree died because it was either sick or blighted, or perhaps installed by another contractor who had the misfortune of working for this crazy lady.

  
  Good grief.

  We have no interest in hearing any further from this person.  

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