ComplaintsforMonster Tree Service of North Charlotte Metro

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We reached out to Monster Tree Service to remove 4 trees, the branches on 1 tree and 2 stumps. The company successfully removed the 4 trees and the branches from the 1 tree. On May 17th, MTS came out to remove the 2 stumps. They successfully removed one the requested stumps, but they then removed a ***** that was not requested to be removed. This complaint is specific to the wrong ***** removed. The removal of two stumps cost a total of $300. The rep that I initially talked with was *************************. We walked the property and discussed each tree and ***** that needed to be removed. Both stumps I requested for removal were in front of the house. On this left side of the house is our garage, trash cans, an old existing ***** and the incorrect ***** removed. This was not necessary, nor worth being removed. I had no desire for this to be removed as it is not in front of the house. I am left to believe ****** was confused as we discussed all ***** removals at one point in our discussion and he even suggested they could remove the old ***** that was in that same location. By the end of our conversation, I recapped which trees and stumps were to be removed. I was left with the impression there was no misunderstanding. The attached agreement was written, and I was asked to sign. The contract was sent to my wife's email. The contract was written incorrectly with the wrong ***** assignment. I was unaware that we had a misunderstanding till they removed the wrong *****. Because of the misunderstanding, I suggested two options: 1. I asked to have the correct ***** removed w/o charge. 2. Remove the cost of the (wrong) ***** that was removed and leave it at that. This is not ideal but may be beneficial to MTS as they would not need to send a crew out a second time.****** wanted to do what was right, but management denied both suggestions. The mistake was on their end, however because the contract was signed, I am left frustrated and angry.

  Business response

  05/29/2024

  General Manager contacted the customer, a potential resolution was offered and the customer declined.  My understanding is after that conversation in which a misunderstanding was identified both parties now consider this matter resolved.  

  Customer response

  06/03/2024

  Rejected: They wish for me spend additional money to achieve a goal which I had requested originally for a price we originally agreed on.  The goal was to have two stumps removed in the front of the house.  This was discussed and agreed upon, however because of a misunderstanding on Monster Tree Service, they removed a ***** on the side of the house that was hidden and did not need removal, charging $150.  This was the mistake.  $150 is too much for a ***** hidden.  The 2nd mistake, I was not provided with the written contract when asked to sign for their services.  Since we just had the discussion, I understood we were in agreement, and I entrusted that MTS was a reputable company and stand on principle. The 3rd mistake that was on both parties is that MTS did send the contract I signed in email.  They sent it to my spouse and not my personal email.  The contract did have the incorrect ***** assigned in the work order.  On my end, I never saw this till after the work was completed.  After seeing the mistake, I expected MTS to see there was a few mistakes that occurred and through quality customer **********************, they would have taken the correct steps to correct the mistake without charge.  The rep I worked with agreed they should, per conversation over the phone, however, the company turned out to not be honorable and is insistent that because there were misunderstandings on both sides, they should go ahead and charge me additional money to achieve what I was expecting to have already been agreed upon. Sadly, the customer is not always valued in some companies and that is the feeling I am left with after working with MTS.  When a company is not honorable, I will simply stand on my principles and use the tools I have to make sure those around me are aware.  I am left feeling frustrated and having a service fully paid for that is 15% incomplete.

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