ComplaintsforBackwoods Tree Service, Inc.

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4.15.23, lightning struck a tree in my back yard causing it to split in half and fall on the back side of my house. After starting an insurance claim with ********, they promptly sent over an employee from Backwoods Tree Service to fully assess the damages. I was informed the damages to the house couldn’t be assessed until I signed a form (without ever getting any estimates) stating I would have to pay any differences in price insurance would not cover. The tree was on my roof and potentially causing leaks inside so I had no other choice than to sign it in order to have them inspect for any further damages. They cut the limbs in contact with the house and then said they would be back the following day to finish up. They didn’t even get on the roof to inspect it, they just told me it was fine and then went on their way. A little later that evening I received a proposal via email for $8500 for the removal of 4 maples. The following day they came and cleaned up the limbs but left the remainder of the tree standing. On 4.19.23 I spoke with the owner and requested an accurately updated invoice as the $8500 seemed excessive and he assured me he’d get it to me asap. That was the last time I ever heard from anyone from the company. Today (8.26.23) I received a letter stating I owe a balance of $488.34 for 1 maple removal ($2000) and ($500) debris removal. The issue I have is they didn’t actually remove the maple, they only removed the debris. After not hearing back from them I used the insurance money received to hire another company to come and take care of the remaining portion of the trunk and limbs that were still leaning toward the power lines. Since the maple tree wasn’t actually removed by backwoods tree service as it states on the invoice I don’t feel I should be held responsible for the remaining balance considering I had to hire another company to finish the job they claim was done.

  Business response

  10/13/2023

  Tell us why here...Backwoods Tree Service was contacted through insurance to help Mr. *** **** on storm damage related to the claim. The mobile app we use malfunctioned on site duplicating 4 times the same service of the removal of damaged limbs resulting in the copy of the inaccurate proposal of $8500.00 instead of $2500.00 which is what was discussed with Mr **** on April 16, 2023.  It was corrected to reflect the service of removing the damaged section of tree $2000 and the debris disposal fee of $500 which is what was approved by his insurance company. His insurance company did not approve a payment to remove the trunk of the tree that was still standing not in contact with any structures.  We completed the service that the insurance approved.  The invoice reflects that cost for the insurance claim. If Mr. **** hired a company to remove the tree trunk, that cost is between he and his insurance company to resolve and should not be the complaint with Backwoods Tree Service.   Attached are forms signed by Mr. **** that is required after completion of services. He signed that he was satisfied with the work. He signed the forms in which is required by his insurance carrier. He also signed an authorization of insurance payment and with the understanding that any balance after insurance pays, is his responsibility. The insurance company recently paid Backwoods Tree Service and noted the balance remaining is Mr. ****'s responsibility. We invoiced Mr. ****.  If Mr. **** would have called our office after receiving his statement instead of filing a complaint with BBB, we could have explained this to him. At this point, if Mr. **** has any questions regarding what his insurance provider requested for services and approved for payment, he needs to contact them to discuss any issues of additional reimbursement of services.

  Customer response

  10/21/2023

   I am rejecting this response because:
  
  
  
  I did sign all of the attached documents, but I was most definitely under duress at the time when I was instructed to do so. It had been storming off and on for the past 21 hours, and I still had no idea if the tree punctured the house and was causing further damages to the inside. I asked **** if he could give me a ballpark estimate, or at least if he thought it needed tarped and he said he couldn’t give me any of that information until he was able to get on the roof and take a closer look. He also informed me he wasn’t able to get on the roof to get that look until I signed off on a guarantee of payment. It was nearing 5pm on a Sunday, still raining, and he’s telling me I can sign it or he can leave…what was I supposed to do? ******** had sent them to do the work, I had no reason to believe they wouldn’t cover the costs since they were an approved contractor, so I signed it so I could at least find out if the roof needed sealed off to prevent any more damages. 
  
  
  It really put me in an uncompromising position, as no consumer should ever be expected to blindly sign a payment guarantee without even getting an estimate.
  After he got on the roof and took a closer look, he emailed me the $8500 invoice. Another hour had passed and then he had me sign the rest of the documents before he left stating they were just release forms granting permission for Backwoods Tree Company to deal with ******** personally. He did not disclose they were confirming I was satisfied with the work that was completed. And furthermore, if the work wasn’t completed until the 17th, why was I asked to sign the completion forms for insurance on the 16th? Seems pretty misleading and unethical to me to have me blindly sign a payment commitment and document stating I was satisfied with the services provided 24 hours prior to their completion. 
  
  
  **** also told me he didn’t think the roof needed tarped so I asked to get that in writing and he wouldn’t do it. Instead, he put me in contact with the owner and that’s when I was informed the $8500 invoice was a mistake. He still didn’t disclose what the corrected amount would be, and he still didn’t send me the updated version as promised. He did, however, say he would personally tarp the roof if I found any leaks. 
  
  
  This entire situation left me feeling uneasy, anxious, taken advantage of, and worried the roof could be leaking. I don’t know if it’s standard practice by BTS to leverage their clients into signing their insurance documents early, or if it was just the person they sent to represent them that day, but either way, I was left no choice to making a financial commitment to an unknown amount, and mislead into approving the work that had yet to be completed. I am far from satisfied!!!  And no, I didn’t call the office because frankly, I don’t trust them as a business. This is why the BBB is in place, and exactly why we find ourselves here today. 
  
  
  
  
  
  

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