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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My parents are old 89 and 94 and rely on television for their entertainment. ***************** Service cut their t.v. line to their home and didn't even care or apologize for doing it. There were no flags surrounding the site for tree removal, and I am livid that all I got from a worker oh well call ******* to have them take care of it they do it all the time. Well, it's going to be over 40hrs for them and not receiving Cable service now. No Thanks to ***************** Service passing the buck to someone else for their mistakes. Your professional attitude needs to be readjusted in your Company, and the respect you give others for your mistakes. I thought you might like to know next time add flags to where you are digging. It's the law follow the rules. Thank You, ***************************Business response
09/14/2022
Thank you for the notification regarding the complaint filed by **************** regarding work by our company and the resulting disruption to cable service at her parent's adjacent property.
**************** alleges Justin's Tree Service "didn't even care or apologize for cutting the underground TV cable service". This statement is a bit absurd - of course we care. Our reputation and a large part of our opportunities are based on customer satisfaction. And while **************** is not our client (her parents live in an adjacent property to the work site), we were very apologetic for the disruption in service, but explained the only resolution was to contact ******** We can't fix broken ******* service lines, and ******* requires an account number for ********************** disruption repair requests.
The primary source of her frustration is based on the reality that -
1) ONLY ******* can make the repairs to the damaged cable, and
2) ******* typically does not provide "instantaneous" repair service - they can sometimes take days to make the repair.
3) A repair request to ******* requires an account number for the ********************** locate, which we did not have.
Keep in mind Justin's Tree Service was performing work at an adjacent property. During the performance of the work the neighbor's cable service was damaged. However, this service was routed through the back yard of our work site. While the utilities for the work site were all determined to be in the front yard of the work site, NO ONE anticipated the routing for the neighbor's cable service through the back yard of our customer.
We apologize for the difficult inconvenience during the repair wait time.
Sincerely,
*******************
Justin's Tree Service
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.