ComplaintsforMr Falls Tree Experts

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used this tree service in 2019 to remove this huge tree. When they came out to give me a quote they mentioned they can’t do anything without a crane first. They arrived to my house first day while the wife and I was at the hospital, my wife was in labor. I get a call from one of the workers saying a branch fell and damaged the house. I rush back home and to check it out and our house that we just purchased in 2018 has some structural damage due to them cutting the branches and letting them just fall down. They did not have a crane at this moment. I start to look around the house and also see that they let the branches fall right onto my driveway. The city had the previous owner redo the driveway so this driveway literally is a year old when Falls tree experts came by. Huge cracks all thru my driveway. The supervisor, ******, told me he would take care of all the damages. A few months went by and he was able to get someone to fix the house damage and reassured that they will do the driveway but it’s about September now and mentioned it’s hard to find someone to do concrete at the moment. I’ve been patient and mature about the whole situation so I understood that. It’s 2020 and I’ve called them back in March trying to get things going before the weather breaks but he told me his concrete guy is backed up weeks due to covid. I was respectful and understood that as well. I would call once a month to see if I’m moved up the list and nothing ever changed. I’ve been getting the run around all of 2021 and this year I’ve called every week since February and they keep telling me they’ll let the owner know and that’s he’s very busy. I’m just asking for some communication but nothing changes. I called today, 6/6/2022 as soon as they opened and the lady said I’m shocked he hasn’t called you back and that he is very busy right now and I’ll have him call you. I have plenty of pictures. I just want my driveway fixed like how it was before they damaged it.

  

  Business response

  07/19/2022

  In our contract, it is stated that we are NOT responsible for driveways and sidewalks. It was a massive tree and there was some damage. We will however offer them $3,000 dollars to offset the cost of repairs. We feel this is a fair compromise. 

  Customer response

  07/19/2022

  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.

   

  I, ********* ****, will agree to there settlement of 3k 

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: We are faulting *** ************ *******, ***** ******, *** for sending us a less-than-professional company as our supposedly professional tree service and multi-named Mr. Falls Tree Experts, LLC … Falls Tree Experts, LLC … Mr. Falls Tree … and ***** ********** *** (on Contract) headed by I believe a man’s signature believed to be in ******* **. Due to a Tree Service ad that *********** included in our electric bill, I called to report that a falling tree was resting on the electric wire leading to the connection of electricity on our house. We felt if that wire was torn down, not only would we have an interruption of service, but it could create an expensive repair on our part. *********** had Falls contact us. A representative came to the house and walked with my husband, noting the storm debris on the ground, overgrown bushes in front of the house, the leaning tree on the wire, several dead trees that could cause problems. On October 5, 2021, he presented a very vague proposal, totaling $4910.50. This was to be added in 36 monthly payments to our electric bill. The proposal was so vague I wouldn't sign it, but my husband did, and after being unable to get a better version, we trusted ***********, and I reluctantly signed. Work was done on November 23. We thought they had done a great job until we asked when they were coming back to grind the stumps and pull the roots on all the old bushes ... they just cut them off at the roots. The workmen had stated that another crew does the stump grinding and root removal. Falls says they are not coming back... it is not in their contract ... you know ... the vague one. We would like them to finish the job ... the best part of all? They came within 30 feet of the wire-hanging tree, but never touched it ... IT IS STILL HANGING ONTHE WIRE, while we were told they had to coordinate with *********** to take it down.

  

  Business response

  01/13/2022

  Dear whom it may concern,
  I have had an extensive conversation with ***** ****** and will include all paperwork I have pertaining to the complaint.  Mr. Falls Tree completed all the work that was stated on the original quote, given on October 5th, 2021. When *** called ***** ******, he requested tree trimming near structures, from what we received. For billing they did choose option 1, putting the tree service on the monthly electric bill. Unfortunately, ***** ****** stopped offering this service for any work done after November 1st, 2021. We were informed about the change the Friday prior, October 29th at about 3 pm. The office started reaching out to all ***** ****** customers, it did take a few days to get to everyone. We were also told by ***** ****** that their call center would also be making calls to let the customers know. From what I’ve gathered, ***** ******’s call center did not inform anyone. We reached out to *** ******** to let them know about the change, they were not trilled about it. To make things easier on them the office staff reached out to ***** ******, having them call her to get a card on file.  I believe it was ********* who retur*** the conformation number to the office staff on November 17th, 2021. The work was completed the following week.  
  I believe the crew was out on November 22, 2021. The crew may have said the company typically sends out a stump grinder within the next few days. The problem is, on the original quote, stumps were not included. Typically, the estimator writes if stumps are included because they are an additional price. The comment the crew made about calling to set up a power drop was related to a new quote. In the email they sent us, they even asked if they needed a new assignment for stumps.
  They, to our knowledge, never requested a better breakdown. If they had the office staff gladly would have spoke to the estimator to get the customer answers. Before the work was completed, we spoke about the billing change and they did not ask for clarification on the quote, so the guys did what they sig*** a contract for. Per the estimator, *** showed concern for all the trees around the house and touching the roof because they were getting a new roof installed.
  She also stated in her complaint that the quote was signed on “11-13-21 date should be 10-13-21”. The contract was sig*** by *** on 10-11-21, I attached the pink copy of the estimate he signed.  We received that sig*** quote in the mail on October 15th, 2021, from our records. The office was not informed about an insurance claim prior to the voicemail left on November 26, 2021, the day after Thanksgiving. We were out of the office and did not return until December 1st, when we promptly responded to their request for the insurance break down. The office sent over the quote that they were requesting, in efforts to keep our paperwork straight we put in the original quote a $1250 Insurance “discount” and sent them the separate $1250 insurance quote. We were not double charging them, or giving them a discount, it simply was the only way to make sure the paperwork matched up while providing what they asked for. They are still paying the same amount. At the time they requested the insurance quote, we already sent the invoice to ***** ****** and payment was initiated. We were not attempting to bill them with the invoice sent on December 1st, it was what they requested.
  As for billing ***** ******, the office staff knew the crew was finishing up and ***** ****** billing was being done so they sent it at 3:56pm, right before leaving for the day. Majority of the work was completed by that point; the crew was just cleaning up. The hauler is usually a day behind to pick up all the wood left on the property, but typically we bill after the major part of the job is done. We are not required to have the customer sign off on the completion of the job.
  As stated in the email to ***** ****** that is attached, they seem to be fabricating the truth.

  Thank you

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