ComplaintsforAffordable Tree Service

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wednesday March 6th 2024 Affordable tree service removed a tree from my yard. After that I noticed that my walk way up to the front of my house was damaged. And 2 places on the sidewalk had large areas of damage. I called the company and they said that was not part of their liability. But the damage wasn't their before they removed my tree. The estimate says not responsible for damge to yards and sprinklers. I have called a repair man to see how much it will cost. The pictures I have are to big to upload.

  

  Business response

  03/26/2024

  Feb. 20  Customer wasn’t home. Looked at her heavy large tree removal in the front yard. (Tree was in bad shape trunk had large crack in it) Text her the estimate.
  
  Feb 21 Customer approved tree removal via text.
  
  March 4 Received text from customer stating a large limb broke off the tree and wanted us to expedite the removal.
  
  March 4 Went to meet customer in person and visit about the tree removal and took pictures of the tree. They have two sidewalks, one from the front door to the street, The other running parallel with the street. Explained that with such a large tree we would need to cross one of the sidewalks with our equipment to be able to remove the tree. There was already damage on the sidewalk. Explained to her with the existing sidewalk damage and the size of the tree that that we won’t be responsible for any damage done to the yard or sidewalk.
  
  March 5 Started tree removal
  
  March 6 Finished tree removal. Customer paid us for tree removal.
  
  March 14 Went back and ground out 12 foot tree stump.
  
  March 15 Received text about sidewalk damage.
  
  March 18 Called customer about the complaint. On the phone went over our pervious statement about possible yard and sidewalk damage due to size of tree removal and previous damage on sidewalk. We then setup time to pick payment for stump grinding. Went by same day and received payment. 

  Customer response

  03/26/2024

   
  Complaint: ********
  
  I am rejecting this response because: They never said that they would be damaging my cement. They said potential yard and sprinkler damage. Not Cement. They dropped the large sections of tree onto my yard and cement causing damage. I have included a picture of the estimate I agreed to, a picture of the branch that fell before the tree was removed, and a picture of the cement and walkway damage. Yes, I paid them for the work because that was completed. But this is why they have insurance. Incase something is damaged while they are working. It will not let me upload my photos.I have included pictures of the estimate which says nothing about potential damage to my sidewalk, pictures of the damaged sidewalk, and the tree limb that fell before they removed the tree. You can see the part of the walkway undamaged in these pictures, prior to the removal when it was damaged by them dropping the tree. 

  
  
  
  
  

  

  Business response

  03/29/2024

  Customer stated "After that I noticed that my walk way up to the front of my house was damaged. "

  Uploaded a picture of the sidewalk up to the front of the house. It shows no damage.

  Uploaded a second picture of the sidewalk that was damaged prior to our arrival. Fresh breaks in concrete won't have vegetation growing in the cracks after a few days.

  We would like to get this resolved. 

   

  Customer response

  04/01/2024

   
  Complaint: ********  
  I am rejecting this response because: I have nothing more to add. I can't open the pictures they have sent. And have sent everything I have. So, I am unable to comment on their photos. I'm assuming the picture shows damage that they don't want to take responsibility for. What's new. This is the most unprofessional situation. They say they are affordable and might estimate lower than other companies but then you have to pay thousands to repair the damage they have created. And they will not take any responsibility. Deny, deny, deny. I have spoken to the city and am waiting on a response as well. I'm not saying my sidewalk was brand new, but your idea of a proper approach is to make it worse. And just keep driving over it, using it as a road.
  
  Sincerely,
  **** *****************

  

  Business response

  04/05/2024

  We are a company that strives to please all of our customers. Unfortunately, that is not always possible and we are sorry that we have one unhappy customer. We try hard to minimize any damage to property that may occur in our line of work.

  At the beginning of our conversations with this customer (3/5/24) the only concern of the  customer was for their very large tree that had a split and could have fallen on their house. Branches of this particular tree had been falling before our company was called, which may have already caused some damage to the nearby sidewalk. We had to remove a large fallen branch that was taken to the back before we even started working. It was discussed and understood by all that the only route to this tree was across the sidewalk; on the other side of the tree was the neighbor's property.

  We were aware of the urgency and willingly rescheduled this customer a week ahead of their previous scheduled appointment. We first performed our services 3/5/24 and 3/6/24. Pictures were taken on the 4th upon visiting with the customer that clearly showed vegetation coming up through the sidewalk. This customer had no concern for the sidewalk - only the large tree. There were still no complaints at this time from the customer.

  After calling ********, as we always do, we came back and ground the huge stump as the customer requested on 3/14/24. On 3/15/24 the customer texted a complaint that there was a "spot" on the sidewalk.

  On 3/18/24 the customer was called and reminded of the earlier conversation on 3/4/24 regarding the driving on the sidewalk and also a payment plan. We went and received payment and there were no complaints at that time. Later that same day, a complaint was filed by customer on the BBB website. We have previously submitted pictures proving that we did not cause the damage to the sidewalk. This is obviously a case where the customer got the services that they requested but are trying to get a "new sidewalk" too. We are not liable for a broken sidewalk. We are a tree service company. We are proud of our work and our customer satisfaction speaks for itself.

   

   

  Customer response

  04/08/2024

   
  Complaint: ********
  
  I am rejecting this response because: still not resolved. This was not previous damage. Sent pictures of broken stone corner. The only thing that will settle this is for the business to fix their damage. Because I did not agree to sidewalk damage. I knew the grass would be damaged and potentially the sprinklers but not where was stated sidewalk. And that is why you have that your business is insured. 

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

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