ComplaintsforArbor Masters

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Arbor Masters sent me two different quotes. Both attached. First invoice quoted $485.54 to excavate 3 trees. I told them I didn't want all three trees done at this time. Cost would have been $161.84/each. Second quote came in at $280.27 just to excavate 1 tree. When I called and asked about the price discrepancy, they said they charged for having their people come out. That would have been for $118.43. Using that logic, I subtracted that amount from the $485.54 and the total would have been $367.11 to excavate all three trees. Making them $122.37 each. Making the extra charge on the one tree $157.90. That's a lot for just having someone show up at my house. Their pricing needs to be consistent. They are trying to price gouge me.

  

  Business response

  03/03/2023

  Arbor Masters contacted *** ***** to discuss her concerns regarding her recent service and invoice. At the end of the conversation, Arbor Masters offered and it was agreed upon, to adjust the customer’s invoice. A revised invoice will be sent for payment.
  
  Arbor Masters is committed to providing exceptional services to our customers.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12, 2022, *** ******* with Arbor Masters visited my property to quote me on cutting back branches and cleaning up 6 trees. I got the proposal, as created by ***, around 5 PM on the 13th. He called me shortly after and told me to call him with follow up questions. Being a significantly lower bid than competitors, I called to ensure he knew exactly what I was looking for and confirmed he did. *** asked me to text him when I accepted a proposal. I did so the next morning (July 14, 11:21). The confirmation email said I’d be contacted about scheduling within 72 hours with a tentative date for services. At 7:02 PM, *** texted me saying a crew was coming out by 9 the next morning. I was alarmed, because I had an appointment at 9:15. However, I didn’t fuss, because their work was outside the house. There were no workers by 9 on the 15th, and he texted me at 9:01, saying he’d mistaken and no crew was available. I noted this, and asked a couple questions, one of which he answered. About 3 business days later, I had not heard anything. I texted him and we scheduled for the 25th. That was a rainy day, so I knew we’d been delayed. However, a week went by with no contact from Arbor Masters. I texted *** at 4, Monday Aug 1. He said he’d “get it done this week,” “email first thing in the AM” and “try for tomorrow.” Suddenly at 9 the next morning, I had a crew on property and *** called asking me to open my fence gates within the next couple hours. He left the work site and said he’d follow up later. He did not. I unlocked the gates and had no word from the crew the rest of the day. 4 trees were fixed to my expectations and debris taken care of. The 2 backyard trees got little attention. Deadwood is still present, branches hang over the house, and lots of large debris was left behind. Plus, I found a Red Bull can. 2 days passed and I heard nothing from Arbor Masters. At 8:30 PM, Thursday, Aug 4. I got an email from ***** ******** for the full $2,017 I was quoted at.

  

  Business response

  08/09/2022

  Unfortunately, equipment issues and Mother Nature caused several delays in getting started on Ms. ***********’ s job.
  
  We did leave some debris and unfortunately, the Red Bull can left behind, but still had one day of work left to do at her place. Trash left at a work site is never permitted. This has been addressed with the crew members. Arbor Masters has a reputation leaving the work site cleaner than it was when we arrived, and we work hard to maintain this standard.
  
  It is our practice to invoice the customer once the job is complete. The work order was accidently marked complete at the end of the business day and an invoice was emailed to the customer. We still had a bit more to do and the job was completed the very next day.
  
  Sales Representative *** ******* has been in contact Ms. *********** and although there were a few hiccups in the beginning, believes she is satisfied with the results.Tell us why here...

*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. ↩