ComplaintsforTreescape Hawaii, LLC

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Treescape Hawaii to cut down trees and grind out the stumps on my residential property. Aside from the mulch from the stumps they left all over my property, they also ground off a part of a drainage pipe and covered it up with dirt and rocks. The only reason why I discovered it was because I found a plastic piece in the mulch and started to dig around. Unfortunately, Treescape didn't produce a contract nor an invoice for the job and I was asked to pay in cash or Venmo so I paid them through Venmo. I would like for Treescape to pay for the repairs done by another company as I do not trust Treescape Hawaii due to the lack of quality in their work.

   

  ***All attachments pertaining to the complaint have been redacted by BBB***

  Business response

  09/30/2021

  On behalf of Treescape Hawaii and its crew, we issue this apology to ***** *, for the poor service he received in regards to his service request for Stump Grind Service.

   

  The project discussed at hand, was not handled with complete professionalism, unfortunately it lead to the destruction of the pipe as pictured.

   

  The grinding service was handled by our up and coming crew, young, excited crew, we were nurturing and training.

  Project was carried out poorly, due to Treescape Hawaii short staffed on Senior Crew that day, the project was left with the Hope the younger up and coming crew to complete with professionalism and quality service,

  Unfortunately the project ended up with a bust pipe, which Treescape Hawaii was only informed upon receiving this email and Yelp review.

   

  When the project was scheduled, Payment options were provided/suggested and Venmo was selected, this is not uncommon form of payment in this day and age.

  Yes a contract/Invoice was not provided, as this is per request of Client as payment options do provide a trackable avenue for clients to see where funds are remitted. Treescape Hawaii is willing and will provide a Invoice for the services rendered for *****.

   

  As to the bust pipe, we sincerely apologize, this was not intentional. Sadly, we Senior Crew was not informed when this took place and the crew has been reprimanded as per project.

  Treescape Hawaii can/will provide a service provider to repair, should the client request we make payment.

   

  At the end of the day, Treescape Hawaii is at fault, we assume the responsibility.

   

   

  *****,

   

  Thank you for contacting us about the cracked pipe. We understand your disappointment and apologize for the inconvenience this has caused you.

   

  We apologize that your experience with Treescape Hawaii customer service was less than ideal! It is our intention to provide only the highest quality of service for the total satisfaction of our customers, and provide a positive experience. We regret the the service provided slipped past our quality measures.

   

  Treescape Hawaii is more than happy to repair the pipe at your earliest convenience, in hopes of compensating for the inconvenience. We understand this is a sensitive matter, and are offering 20% off next service with Treescape Hawaii.

   

  Thank You again for bringing this issue to our attention-please don't hesitate to contact with any further concerns.

   

   

  Lynn M,

  Treescape Hawaii

  Management

   

  Customer response

  12/16/2021

  
  Complaint: ********
  
  I filed a complaint on BBB (complaint #********) about damage done to my property from their workers. A representative of the business (Lynn M*****) reached out to me to start a conversation about a reimbursement for the cost to repair the damage. I sent over a quote I received from a different company to repair the pipes (see attached PDF) and Lynn confirmed that they will reimburse the full cost ($1050). They said over email: "Yes, we have received your invoice regarding. We would like to setup a payment schedule for the reimbursement. Let me know what’s the best options." Afterwards, I have reached out multiple times over email and phone and have gotten no response or that they are "getting approval" for the reimbursement. It has been over 2 months since this has started an I've already gotten my pipes repaired by the company. I would like to have BBB assist in getting this to a resolution and help me get my reimbursement. I've attached the invoice from the repair as well as my email conversation with Lynn.

  
  Sincerely,
  
  ***** ********

  Business response

  12/22/2021

  Aloha *****,

  
  

  Thank you for your patience, regarding the situation at hand. We apologize for the delay regarding approval for reimbursement. Once reimbursement was approved, payment was made December 22, 2021. 

  
  

  Attached is the document of confirmation of reimbursement.

  
  

  This situation as explained via phone call, has been a learning curve for Treescape Hawaii which we do not take lightly, and we thank you for your understanding

  
  

  Happy Holidays!

  
  

  
  

  Mahalo,

  
  

  Lynn

  Management

  Treescape Hawaii

  Customer response

  12/22/2021

  
  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,
  
  ***** ********

*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. ↩