ComplaintsforThe Davey Tree Expert Company

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a tree stump removed on my property on July 4th by Davey Tree Experts (main office *** ********* ***** ***** ***, ********, ** *** *** tel: (**** ********) I had an estimate for the work set at $650.00. I made a deal to reduce the price, and was billed for $638.45 which was paid on 07/25/2022. Then I receive a bill for an additional Stump Grinding for $452 for the same tree stump, which was already completed. I have tried at least 20 times to call the Billing department and ask for a call back. Every time I called the message went to their voice mail. I cannot get in touch with this company, and yet they continue to keep the $452.00 charge in effect. When I called the local office at ***** ********, The receptionist admitted that this was a mistake and that I needed to call the Central Billing Office. I fear this will go into collection and hurt my credit rating. I need to get their attention to resolve this issue

  

  Business response

  09/07/2022

  A billing error did occur and the second accidently invoice was reversed with a sales reduction put in to cancel the outstanding invoice.  The current account is at a zero balance with nothing left to owe and her credit rate will not be effected do to this billing error.
  
  I have reached out to the client as well by email to provide him his account statement and apologies for someone not returning their calls.
  
  Thanks,
  ****
  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A few of their big trucks tried to turn around on our property, they got stuck, stayed there for hours trying to get out. We were fine with it because we live off a small road with no turn around. After they left 5 or so hours later they left water bottles thrown in the bushes, toilet paper on the ground, and didnt cover up the big holes in the ground from their trucks - like they said they would when I earlier asked what was going on. I drove across the street where another of their trucks were located and told them what happened. They said they would send someone to clean up. I asked for a number to their boss/manager and got one, but no one answered on this number. My husband called the number of the website, got transferred twice and then disconnected.No one want to get back to us or take responsibility for their mistake on our property where they shouldnt have been in the first place.

  

  Business response

  10/18/2022

  [BBB transcription via email]

   

  The marks that the trucks made were fixed immediately when they worked on the property. The caller has had bad experiences with previous companies and called it in without realizing it was already addressed. 

   

   

   

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My neighbor's tree on the property behind me partially fell and was caught in the tree on my neighbor who is beside me. The Davey Tree Expert Company was hired by my neighbor behind me to take down the partially fallen tree that had fallen on my other neighbors (that is beside our property) tree/ property. On June 7th Davey cut the partially fallen tree down and in doing so it fell on my accessory building (wood shed) and in doing so did a great deal of damage to the roof and structure of the roof along with an outdoor table that was at our family fireplace.I was not at home when this happened but my wife (****) was and she spoke to ********************* with Davey. She assured us that Davey would take care of the damage and for us to get estimates for the repair work. After many of weeks of trying to find a contractor who would give me an estimate I was able to find a contractor who provided me with an estimate of $3,350.00 on July 2, 2022. I provided Davey - ********************* - Client Experience Coordinator and ******************* - District Manager with a copy of the estimate a couple of days later on July 3rd, or July 5th.Since that time I have been in contact with them almost every week trying to find out when they are going to pay the damages so I can get the roof repaired and replaced. They have replied to my email messages but all I am getting are excuses and delays and I don't have any money to get the work done yet and it is now mid August. They wanted to know if I wanted the check sent to me or my contractor and I said I didn't care. They said they would send to my contractor. They wanted his estimate which I sent. They wanted his estimate in writing on letterhead which I sent. They had to send estimate to their insurance company for their approval. Then they wanted my contractors tax ID number which we sent. Then they wanted him to fill out a ***************************************************************************** the mail and to date NO CHECK.

  

  Business response

  10/05/2022

  The business informed BBB that basically the whole complaint is moot because the issue was in the process of being resolved when he made the complaint. He was upset because the payment was taking so long to get to his contractor - if he had waited literally one day before making the complaint while his contractor had the issued check in his hand this complaint wouldn't exist.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Davey Tree for arborist work, while they were working they damaged two sections of gutters. I have attempted to reach Davey by phone and email, both their regional and corporate offices, and no one has responded to any correspondence concerning the damaged gutters.

  

  Business response

  09/01/2022

  I have spoken to ***** ***** within the month of June or early July about the issue at hand.    I directed her to get the gutter fixed and supply us with the bill to make adjustments to her Davey bill.    I called her today and left a message.  Awaiting response.  
  
  ******* *********   

  

  Business response

  09/02/2022

  The business informed BBB that its District Manager in ******** spoke to the consumer on August 2nd and told her to provide the estimate to have her gutters fixed.  The business never heard back from her.  Upon notification of the BBB complaint, the District Manager reached out to the consumer again and the business now has the estimate.  The consumer's invoice will be adjusted by that amount.  The matter should now be resolved.

  Customer response

  09/02/2022

   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 hope to use their services in the future.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 weeks ago, ************* did some trimming of saplings & brush along a ********** powerline right-of-way through my property and left a terrible mess of my property. They came back on Saturday 2 weeks ago with a chipper and 11 workmen and cleaned up 1/2 of the **** They have not come back, nor given any indication of coming back, to clean up the remainder of the *** which makes 1/2 of my property completely inaccessible to me. I have not been able to get any response from Davy Tree hired by ********** or their owner ************* I just want Davey Tree to complete the *** cleanup that they started.

  Customer response

  07/12/2022

  [BBB transcription via phone call with consumer]

  Consumer stated Davey Tree is on the property right now (powerline). They did not bring a chipper. They refuse to bring in a chipper or truck. All they are doing is hand raking the grassy areas. They are not removing the trash piles. All I want is for the business to do the exact same thing they have done with the other half of the power lines. The exact thing they have done on the first half. They are refusing. 

  

  Business response

  07/12/2022

  Good morning, we have been to this property numerous times and have agreed on many different scenarios that the homeowner has approved and changed his mind when the job has been nearly complete.Penn Power has finally told us to clean up what we have cut left and not to spend any more time there because he has changed his mind so often. We are complying with Penn Powers specifications and requests. The job that we have been told to finish up will be complete today. Thank you!

  
  *************************** | Accounts Manager, Central Region Utility Services| ****:2497 

  
  

  Customer response

  07/13/2022

   I am rejecting this response because:
  
  Three weeks ago Davy Tree did tree/brush/saplings trimming along the ********** right-of-way through my property and made a terrible mess of large piles of logs, saplings and brush merely pushed into my ***** along both sides of the **** After my complaint, they came in two weeks ago with eleven workers and a chipper/truck and cleaned up AND hauled away the trash piles, BUT only along one half of the *** length. All I want them to do, NOTHING MORE, is to complete the cleanup of the remaining half of the *** in the very same manner they did on the fist half. That is ALL that I have requested of them consistently, never changing my mind as they now claim. A couple days ago they showed up with a half dozen workers who then hand-raked some of the trash in the cleared area of the remaining half of the *** onto the large trash piles that they had pushed into my ***** three weeks ago, making the trash piles even larger. As I stated and explained to them I only want them to clean up their mess on the second half of the *** to the very same extent (i.e. chipper/truck and hauled away) that they did on the first half of the **** I have NEVER changed that request repeatedly as they now claim.

  Customer response

  07/21/2022

  [BBB transcription via email from consumer]

   

  It seems obvious that Davey Tree has no intention of rectifying their mishandling of this situation and simply cleaning up the terrible mess that they made on my property to the same extent and degree that they did on the first half of the *** on my property. I am ******************************************** several hours each day clearing the mess they have made on my property just to regain access to three deer hunting tree stands that I use come hunting seasons. I simply cannot clean up the many other trash piles that they have made and left along the remainder of the *** on my property at my age, its just too exhausting. I will never again allow Davey Tree access to my property.

  **** ****** 

  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This happened June 3rd. Davey truck came out to my house (private property), trespassed, heavily trimmed large healthy bottom branches on my HERITAGE tree (illegal without a permit), and blew a bunch of saw dust towards my garage and into my backyard. All without any prior notification to me. This hurt my property value, I had to clean up, and these branches will not ever grow back. Called local office. Was given a number to manage to in ********** I believe. Called many times, left numerous voicemails, nothing. Crickets. I have video proof of all mentioned above. Instead of just getting back to me, now I have to deal with getting an attorney and going that route.

  

  Business response

  07/11/2022

  We have a contract with the ********* public works to clear the roads for street sweeping.  This address falls in one of the first areas we pruned a month ago.  There was some miscommunication or lack of communication from the city to the residents about the project. The first we heard of this resident is today.  The tree looks great - which I dont think is the issue.  She has been in communication with the city and they are planning to meet.  What further steps do you think we should take?  I was going to let the city rep take the lead as it is his project. 

   

  It appears we did prune this tree at the City's request. The City is running with it but any further action on this matter should be directed to ****. 

  ************************
  Market Manager | ******** Market
  The Davey Tree Expert Company
  2617 ***********. *********, ** 94550

  Customer response

  07/18/2022

   I am rejecting this response because:
  
  Thus far I have not heard from anyone, despite reaching out, leaving voicemails, and writing emails. Aside from that, I think that the Davey employee blowing all the sawdust towards my garage and backyard, is unprofessional. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired this company to trim hail damage on our 25+ year old Maple and Crabapple. Hubby agreed to have them do the work. He was adamant that ONLY the dead branches be cut out at a price of $1000. When we got home and saw the Maple, we were surprised and very angry at how they trimmed the tree. They butchered it!!! Cut a bunch of low branches, limbing it up, which we did NOT want. Someone came out and agreed that the workers botched the job. He offered a free fertilization. Big whoop! That doesn't even come close to $1000. We want a refund!! There is no way to fix this problem.

  

  Business response

  06/29/2022

  
  I just spoke with *** (****** husband). We agreed on refunding them an additional $360 dollars to help compensate for the tree being mishappened. He is unfamiliar with the BBB and how resolve the situation but they are going to try and repost.
  
  Please let me know if you need any additional information from me.
  
  Sincerely,
  
  *************************** District Manager
  *** ********* ********  ********
  **** # *****
  Davey Tree Expert Co | ********** **************************************************************, **  *****
  P: ************ | C: ************ | F: ************
   
   
                          
  
  
  

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as satisfactory as I can expect to obtain. There is no compensation practical for the permanent damage to a previously beautiful 25-year old tree.  We still would not recommend Davey Tree for tree trimming services.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Employees from Davey invading property and removing fruit tree with out permission, they had kill 2 fruit tress that were costly and they have no permission.

  

  Business response

  07/22/2022

  Below is response from ***** office to customer and no response as of today.

   

  Good morning ***,

   

  I left a voicemail and now following up with an email regarding your concern. Our ********* office does not have clients on your street, please ***l me directly to discuss. Perhaps you can provide a vehicle license plate or vehicle ID # to enable me to determine if your interaction was with our office or perhaps the ********* office that does work for SDGE clearing power lines, thank you.

   

   

   

  Have a great day,

   

  *********************-Tran | Client Experience Coordinator

  The Davey Tree Expert Company | ********* R/C Office
  **** ***********, *********, ** *****

  P: ***********************

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Davey Tree Experts were under contract with Duke energy to clear tree limbs from their power lines. I unlocked our 2 gates for them to gain access to the back yard to do this. Both gates were in 100% working order and were installed about 2 years ago by fence outlet. I went back to my desk to resume working. I saw the 2 employees drive a boom lift into the backyard to reach the limbs. A few hours later I saw 1 worker dragging limbs to the front to be mulched while the other finished trimming. After they started to chip the limbs the 2nd worker drove the boom lift to the front of the house. They didn't inform us they were finished or point out any issues before they started working. The next morning I went to open up the gates to move some plants and pots and noticed the gates were damaged. I couldn't open, latch, or even secure the gate's locking pin in the ground pipe. We contacted the foreman ****** ******** who came over later that afternoon and saw the damage. He left saying the Supervisor would be in touch during the week. About 20 minutes later I hear voices so i walk around to see ****** along with the employee who was working the equipment. They never notified us they were back on my property. ****** said we should file a claim with our insurance company which we refused due to there being no damage when I opened the gates form them. ****** said he has to check the photos all employees have to take of existing damage before they start a job. The employee with him didn't say anything when we requested these photos and when I asked the foreman don't they also show the home owners this damage? He acted like I never asked him a direct question. The next day a manager by and he said, "it's not bad I came to put a few screws in!" I said no it will void the warranty. They are coming to expect the damage and give us quotes. They're denying our claim with Duke energy after Duke sent Davey to investigate their own damage claim. Court might be our last option

  

  Business response

  06/29/2022

  I need a little more time to post a response.  I forgot to send copies of the pictures from the customer to our field manager to look at send back a response.

   

  Thanks, *****

  

  Business response

  06/29/2022

  I spoke with ***** ******* regarding the below incident.
  
  He says that his crews never caused the damages that she is claiming. He has spoken to the insurance and they are going to deny her claim. ***** went to her property and fully investigated the damages. There was a gate that she says the crews opened the wrong way which damaged the hinges. ***** has pictures of the gate where the claimed damages occurred. ***** states that the hinges on the gate were never fully screwed in and he sent those photos in with the report. The weight of the gate caused the hinges to bend. The homeowner told ****** ********, the General Foreman, that she had someone scheduled to come out and repair the gate beforehand. She also told ***** that she had video of the crew on her property but has failed to provide that video to him or to our claims department.
  

  Customer response

  06/30/2022

   I am rejecting this response because:
  
  
  We have been in communication with the Corporate office and there were numerous company procedures not followed like documentation of pre existing damage before entering the property, a supervisor wasn't made aware to document any previous damage, corporate had no record of this incident just to name a few. So we are currently working with the corporate headquarters in regards to this damage.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called Davey Tree Expert Company about a week ago to report theft of electricity and trespassing by their employees who were hired on behalf of my community’s HOA to maintain the common areas around a lake near my house which they have their own access point to. After customer care heard my problem they kept connecting me to extension after extension and no one answered the phone. After I called for so many times they took notes and promised that someone would call me back about the issue and they didn’t. I have everything on camera and I will file a police report if they don’t apologize or tell their employees to behave properly and legally around my property or any other property in my community.

  

  Business response

  05/19/2022

  I went and spoke with the homeowner, my crew has been instructed before not to use this yard as an access point. I took some pictures showing where our access points are. I will get with my Forman and review the access point again.

  Thanks.

  Customer response

  05/19/2022

  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.

  Someone from the corporate showed up at the door yesterday and apologized for what those employees did and also offered us a solution for the problem in case if it happens again which is all we needed to tackle this problem. We appreciate the visit and the apology.

  Thanks you for all the help. 
  
  Respectfully,

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

*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. ↩