ComplaintsforKiel's Tree Care

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Kiels ********* in late 2023 about work on my trees. **** himself attended my property in December 2023 and provided a quote for the work (attached). I had used Kiels ********* service in fall 2021 and expected the same quality.On the day that the work was scheduled it became apparent that I was mistaken in this assumption. The crew completed some of the work as described on the quote, but they roughly and excessive cut other trees, while completely overlooking some trees on the job list. For example, when I told one of the workers that the ***** tree was to be pruned he responded by haphazardly cutting at the tree with a chainsaw. I was standing beside him as he did this and could see the sawdust falling on his head and shoulders. I did not feel safe and the expertise that I had expected was not present.When **** had visited the property to give me the quote he had taken photos of the trees that were to be pruned and marked up where they were to be cut back to (attached). The crew did not follow this direction. As well as roughly and inappropriately cutting back some trees, there were some trees that they did not prune at all.I was very upset with the quality of work and called Kiel after the crew left to discuss my concerns. He later attended my property himself (I was not home) and in a follow up conversation admitted that some of the cuts were a concern and that other work had not been carried out at all. I told **** that I felt a partial refund was justified. **** offered me the option of a partial refund or for he himself to complete the job. I agreed to have him complete the job. Months passed and he did not return to complete the work, though I followed up with him several times. On March 14 2024 I reached out to **** again and said that as he had had not come to finish the work I felt a refund of $350 was reasonable. He agreed to that refund in a text message exchange (attached) but has repeatedly failed to provide a refund.

  Business response

  05/16/2024

  Good morning.  The refund was made to the customer, I handed her the check directly.  I had the check made out to her a few weeks prior and forgot to drop it off. I apologized for the delay in getting back to her. 

   

  Customer response

  05/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

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