ComplaintsforZumalt Tree Experts

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, October 27th, there was a massive storm that took down our tree in the backyard. We called multiple tree companies to get estimates to submit to our insurance to have the tree removed. One of the places we called was Zumalts ************* they returned our phone call at 12:16 pm surveyed the damage and said they would provide us a quote. We never heard back from them. The next day my wife and I both went to work, and we came back and the tree had been removed from our property, there was a pink sheet of paper (I assume is the ****) for ******* in our mailbox. I called and left a message, and the secretary called me the next day. She claims that we were given a quote and agreed to the work when we never did. She said the owner would reach out to me and he hasn't yet. It has been four days. There is still a ***** of our tree in our backyard.We received other callbacks and quotes for far less, which we would have gone with. We never agreed to the work, nor did we allow them to come on to our property when we weren't home. They are taking no accountability for this mistake, and there has been no resolution.

  Business response

  11/05/2021

  To Whom It May ******** Unfortunately, this complaint is extremely concerning. As you are aware on that Wednesday there was a massive storm that caused extensive damage in the ********* and Surrounding Areas. We had an abundance of phone calls for emergency work. We had two men out in the field looking at jobs and calling customers back. This particular customer spoke with ******* who is our Crew Leader. ******* assessed the damage at a fee of $2700 the client then in addition asked if our company would be willing to take down and clean up the remaining part of the tree that was still standing and ******* agreed to do that for the same fee. The customer gave ******* a verbal go ahead which is NOT uncommon in storm damage situations. The next day our crew was on site and took the tree down as we were given the go ahead. We had hundreds of jobs to get through including trees on other customers homes and we tried to get to everyone as fast as possible. After we removed the tree, the customer called the office stating that they didn't agree to the work. As the customer stated they called other companies so if they could have gotten a cheaper price, they would have needed to tell us not to go ahead with the work. However, customer called and claimed he wanted a lower price and so the owner agreed to lower the price and had our secretary call him to let him know it would go from $2700 to $1500 so we could get paid some fee for the service we provided in an emergency situation. The next thing we know he filed a BBB complaint. Sadly, emergency tree work is very dangerous and we risk our lives daily in these situations to make sure our community is safe and cleaned up and it seems as though this client panicked and then had regrets and decided to file complaints so he wouldn't need to pay. We would like to get paid for the work we did at least at the reduced price we agreed to which is $1500 as he clearly states he had damage and needed it cleaned up and it has been done for him. 

  Thank you 

  *************************

  Office Manager

  Customer response

  11/08/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   To whom it may concern,

   

  We were going to call to dispute the price of *******, and resolve for a lower price, but not only will the business will not admit fault, but now are actually saying that we authorized ******* with the go ahead, and that he VERBALLY spoke the words *******, which is absolutely not true.  We never discussed ******* at all, as we spoke over the phone.  To go ahead and say that we would agree to ******* over the phone is absolutely fraudelent. That price is way too high. An individual called us, and did not give a quote. As discussed, since the last time we spoke to the office manager, we were going to call to negotiate for a lower price, but now they are basically saying that we are misleading the business. This is very bad customer service. Also, not once has the owner come and talked to us. We will not accept an offer of *******. The fact that this company is still not admitting default is appalling. 
  
  Regards,

  *****

   

   

  Business response

  11/08/2021

  We are sorry the customer feels we are not satisfying his needs.. The customer said he wanted a lower price and we have lowered the cost from $2700 to $1500 to accommodate his request and unhappiness.. The customer did know the price of $2700 and ******* had confirmed this would include removal of the entire tree..we used 3 men a log truck and a chipper in an emergency situation and are just trying to get paid a fair price for the work we preformed. We are sorry this customer is not happy the owner has been in the field daily operating our crane in dangerous emergency situations due to staffing issues and is the one who wanted us to lower the price to make this customer happy. ********************** has a 5 star rating in this community and pride ourselves on fair pricing and quality work. As a company we feel we are being more than fair and accommodating at trying to rectify the situation. 

*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. ↩