Complaints

This profile includes complaints for Birchcrest Tree & Landscape's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birchcrest Tree & Landscape

  150 Lee Rd Rochester, NY 14606-5546

  
• 

  Birchcrest Tree & Landscape

  1385 Empire Blvd Rochester, NY 14609-5915

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Birchcrest Tree and Landscape, *** *** ***** ********* *** ***** *************, trimmed my trees and placed a cable across one tree, plus did a Basal Bark Treatment on one tree in my property. A few days later three large white spots appeared at the base of one of the trees in my front yard. Looked like the areal truck used leaked some substance. The grass was burned. Called the company, was told someone would get back to me and take care of the problem. Nothing happened. Called again four different times in the next four weeks, told the same thing, nothing happened. Last time I called (Amy) was told one of the supervisors would call. Again, no call, nothing happened. Spoke to my legal council, was told to get work done and deduct payment. When I received the bill from Birchcrest, I deducted $300 for work done to scrape, place top soil and recede. All the info was transmitted to them and a copy sent to the President of the organization that included my telephone number and e-mail address. Again no one called. nothing. Now they want to additional $300 I deducted from my bill payment to be paid. I have no intention of doing so. Based on my experience, I would not recommend any one doing business with this organization, They are callous, they do not care about legitimate complains of their customers starting from the front office, the supervisors, all the way to the president. I want these people to get off my back. Need you help to settle this issue.

  

  Business Response

  Date: 09/28/2023

  We will be refunding this customer.  

  

  Business Response

  Date: 10/02/2023

  At Birchcrest Tree & Landscape, it is always our desire to provide the best possible service. And, if there are any issues with our service, as happened in this instance, our desire is to resolve any problems as soon as can be arranged once we have determined what restoration is needed. Unfortunately, during the height of our busy season, this is not always accomplished as easily or quickly as either the homeowner or Birchcrest as a business would like to see happen. Any initial calls would have been forwarded to his consultant (or his Voice Mail) as he would know the property and best be able to 1. Recognize the area in question on the homeowner’s property.  2. Assess the situation (requiring a site visit – which was done) and 3. Arrange for the appropriate department to provide the needed restoration.  We sincerely apologize that these steps and the timeframe for Birchcrest to accomplish them were not communicated to the homeowner in a timely manner and led to the homeowner proceeding with repairs on his own. Birchcrest did not receive a letter to the President or copy of the bill to the homeowner for the restoration work he contracted elsewhere. However, we have credited the amount he deducted from his payment and have mailed out a statement reflecting no remaining balance on his account. 

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tree was not cut below communication lines, as clearly visible in photo. Wood was not hauled away as shown in the other photo, both taken 05-22-2023.

  

  Business Response

  Date: 06/07/2023

  BBB spoke to the business and the following was relayed: We did recognize that it should've been cut lower and we're going out to take care of everything this week.   

  Customer Answer

  Date: 06/10/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Although the tree was cut to the required height during the week as promised, the wood cut from the tree had not been removed from the site as of Saturday when the attached photo was taken.  We want the job finished as described on the Work Order.  Regards,  ***** ********

  

  Business Response

  Date: 06/12/2023

  BBB spoke with the business and the following was relayed: Arrangements are being made for the wood pick.  It will be done ASAP.   

• Initial Complaint

  Date:11/28/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since giving Mark M**** $700.00 for deposit on tree work I have yet to see or hear from company. I specifically told Mark wanted worl done before winter. If he couldn't get it done in Sept or Oct he should have said something. I called company several times and was don't call us we will call you. Call never came, sinally on Nov 2 at 12:30 pm I called again and tod the lady that answer told her my situation she got Mark he gave me aanother excuse & never heard from him again.

  

  Business Response

  Date: 12/01/2022

  BBB received the following response from the customer on behalf of the business: I received the check for $700 that was mailed out postmarked November 29, this is resolved. 

• Initial Complaint

  Date:05/02/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Birchcrest Tree and Landscape last fall to relandscape my front yard. Most of the cost was for a truckload of topsoil and seed. They were aware that it was going to rain the next day, but they did the job anyway. My yard has a slight incline towards the street, the rains came and washed all the topsoil and seed down the street into the sewer. I took pictures of this and sent them to my contractor, he replied by saying that he “respectfully disagreed with me”. I never understood this comment. I sent pictures of my yard being washed way, what was there to disagree with? I called several times to ask what they were going to do about it, and they told me they were not responsible for God’s work. I called again several times this spring and received the same result from their customer service department. The same antagonistic response telling me that there's absolutely nothing that they're going to do about it. So, I am not only out $5800, but I will need to hire someone else to repair my front yard which now resembles a battlefield.

  

  Business Response

  Date: 05/09/2022

  Our team at Birchcrest Tree & Landscape appreciates all feedback we receive as a way to improve; however, we need to clarify several statements made in this client's comment as they do not convey an accurate representation of this project. First, the project value of $5,800.00 covers additional services outside of the topsoil and seed, which the client does not mention. The Landscaping Maintenance contract included: 1) Lay out new bed lines with homeowner, 2) Spray weeds and grass in beds with herbicide, 3) Remove and dispose of bricks, 4) Clean up entire front yard, 5 Edge new bed lines with shovel, 6) Mulch beds with triple ground mulch, and, finally, 7) Topsoil, seed and fertilize lawn areas.Regarding the mentioned topsoil and seed in the comment, our staff of trained professionals understand how weather can play a role in landscaping. We would have been aware of forecasted rain after the 2-day project in as much as any weather forecast can be relied upon. Our team actually hopes for rain after these types of projects so the soil stays damp, meaning less constant watering on our clients end. However, we couldn't predict or control the amount of rainfall that followed the project.As much as we could not control the weather and therefore were not responsible for the loss of seed that had not yet been able to germinate; we did return twice to reseed the area of lawn in question. However, after those additional trips to reseed, the homeowner would have been responsible to adequately water the reseeded area to get the grass to grow. From our supervisor’s visits to the property, it was evident that the area was very dry and that would be the reason for the sparse growth. Our supervisor provided a recent picture (attached) of the front lawn area showing the lawn as it looks this spring, certainly not the battlefield as mentioned by the homeowner.Our team was NOT paid for subsequent work on the property, the value of which was MORE than the original pricing of just the topsoil and seed. This customer does not deserve a refund due to this fact.We hope that you consider our information provided when reviewing this comment. Please don't hesitate to reach out with any questions. Thank you.

  

  Business Response

  Date: 05/12/2022

  I have attached the copy of the original contract which shows the work he agreed to have us do, along with the worksheets for the original job, the return to reseed, and the follow-up service a month later.  I am also attaching a screenshot of the history page from his account showing when he was billed for the two services and the date of payment for the initial work and the write-off (UC – uncollectable) of the following work when we recognized he had no intention of paying for that service. I have redacted proprietary information, check numbers, etc.

  Customer Answer

  Date: 05/12/2022

  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. 
  
  Regards,
  
  *** *** *****