ComplaintsforThe Davey Tree Expert Company

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Mar 30th 2022, Davey Tree sent a crew to remove a large pine tree by the front of my house. Things were going well, but as they were taking down a large segment of the tree it fell on the stairs to my front porch. The stairs are brick and sandstone. The left wing of the stairs was completely destroyed, and sandstone on the bottom step was cracked and broken by the falling tree. Attaching photo. The office manager acknowledge fault and promised to make things right. It's a month later and after a dozen or so phone calls he's still "looking for quotes". This despite the fact that he's sent two masons & I have personally provided him with a quote from a third (attached). The delay is not a lack of quotes, but his lack of desire to pay what is necessary to fix the problem correctly. I have discussed the issue with two masons, the first one sent out by Davey Tree and the independent mason I contacted, both agreed that the stairs need to be replaced. Despite any practical skill as a mason, the Davey Tree manager disagrees and continues to seek quotes to find someone willing to cheaply fix the issue for him. I am seeking the following resolution: 1.) Agreement that the proper way to fix the steps is to completely rebuild them, and 2.) Immediately contract with a mason to completely rebuild the steps and schedule the work to be fixed as soon as the mason is available. If that cannot be agreed upon, I want Davey Tree's insurance information so I can file a claim.

  

  Business response

  05/03/2022

  I have been in constant contact with Mr. ****** since the stairs were damaged. He provided me an estimate to have his front steps replaced at a cost of $12,850.00 which to me seemed excessive. I have contacted a mason that is going to provide the same work for less than half of his contractor. I told ****** last Thursday that I was waiting to hear back from the third estimate which looked at it on Saturday April 30th and that once I have the third estimate we will proceed to have his stairs replaced. I have called 8 stone masons to provide me with estimates with little success of even a return phone call. 
  
  
  
  
  Tedd ********
  District Manager –**** ********** OH
  I.S.A. Certified Arborist #********
  Phone *************
  Fax *************
  
  

  Customer response

  05/04/2022

   I am rejecting this response because:
  

  It does not fill either of the two acceptable resolutions:

  1. Acknowledge that the steps need to be replaced due to the damage caused by Davey Tree, *not* repaired, & schedule the work. Davey Tree claims to have a mason ready but no mason has contacted me to explain what work is going to be done or to check when it would be OK to perform said work. For me to accept this resolution, I need a scheduled work order that shows the full steps will be replaced. I do not care who the mason is so long as they are in fact a mason and have a reasonable track record with the BBB.
  

  2. Provide me with your insurance information so I can open a claim against your insurance. Kevin told me that you were properly insured when he provided the quote from Davey Tree, so you have insurance. I just need the information and i will open a claim and handle the rest.
  

  

  Business response

  06/02/2022

  The business informed BBB that the front steps at the client's property have been fully repaired and that the work was completed on 5/27/2022.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I engaged Davey Tree Compay last October for removing a Norway Maple to near ground level, cleaning up and disposing of debris, grinding ***** below grade level, and planting a new magnolia.The services took place on November 4 and 9, 2021.I emailed my representative, ***********************, on November 15, letting him know that the workers left my lawn in a horrible condition--lengthy rut marks and holes on my lawn and my neighbor's lawn, chips everywhere. Additionally, they improperly planted the new tree.A crew came back to my home on December 14--I'm unsure what they did, but the lawn and tree didn't look any better.I continued to call and email. But, unfortunately, winter had now set in.The crew back again on March 31. They filled in the ruts and holes and removed more chips. Unbelievably, my lawn looks ten times worse. A crew came back on April 6 and cleaned up the tree. It looks better but is still sitting on a mound above ground level. It looks ridiculous. The lawn has been destroyed.*********************** came back today to survey the extensive damage. He stated the problem with the tree is that the ***** wasn't ground low enough. He said someone would come back to regrind the ***** next week. It requires heavy equipment be placed on my lawn. My lawn can't take any more destruction. I pointed out the significant damage to my lawn and my neighbor's lawn--he had no comment.I cannot put into words what a horrendous experience this has been. I've called ***********************, I've called ************************* (who tells me he can't help me), and all this time, since November of 2021, my lawn looks like someone drove a **** truck over it.The egregious service is unconscionable. Davey has destroyed my lawn.I need this company held accountable for destroying my property.

  

  Business response

  04/20/2022

  We have tried to fix this clients problem for the past week, she keeps changing what she wants done. It started in last year, we went out to fix her issues with ruts, and she would not let us do it then, she wanted it in the spring. We had a crew out last week to fix the ruts, which we did, as she wanted her ivy removed, which was not part of the original order. Crew did not have what was needed to remove at that time, we came back this week to remove the ivy, which we did, then she talked about needed the ***** ground more, there was a mound left. She called me at this time, and I told her I would have her sales rep out to see what would need to be done, **** was out, and told her we would be back out to fix her issue, at that time she said she did not want any equipment on her lawn. A ***** grinder is needed for this. I let her know we would fix the her satisfaction, but machines are needed to fix the issue. She told us she would let us know if we could fix the issue.

  The manager also just reached out to me on the phone as well. He said they are doing everything they can to resolve this situation but she continues to find different things wrong within the yard. That is making it difficult to fix but they are doing whatever they can to help.

  He said if you need anymore information about this situation to give him a call. He'll be happy to help get this fixed.

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

  
  

  Customer response

  04/21/2022

   I am rejecting this response because:
  
  Andy's response is inaccurate.

  Our October 2021 contract with Davey stated the ***** would be ground below grade. It was not.

  As confirmed by the sales person, ***********************, a mound was created becuase the ***** was not ground low enough at the time of the original grinding in November 2021.

  We asked for the ivy to be dug out in 2021.

  They came to fix the ruts and many holes on our lawn and our neighbor's lawn and grind the ivy in December 2021--the ground was frozen. 

  In March 2021, *********************** stated the ***** needed to be ground further, but he could not guarantee that no further damage would be done to our lawn.

  After several conversations, Witcki stated they could lay down boards to protect the lawn.

  Davey has now reground the ***** and removed the ivy.

  The damage to our lawn and our neighbors lawn remains significant and severe. It will require additional professional landscaping to repair.

   

   

  

  Business response

  05/02/2022

  I am not sure what more we can do to make this client happy,we have replanted the tree, ground all surface roots that were under the ivy,that we removed, and seeded the area. The ruts were filled in and seeded, which she is stating that needs additional professional landscaping to repair. They were filled, graded and seeded, Im not sure, other than sod, which still is not available this spring, what we can do. The ivy was quoted by our crew last year while they were doing the job, the husband at that time did not want it done. It was not until this year that we were told she wanted to have it removed, which we did. When we left her property the last time, they were happy with the results of what was done.
  
  *************************

  Customer response

  05/03/2022

  We were not Happy when the company left last time--nowhere near happy. Instead, we were relieved that after 4 months of calls and emails, the ***** was ground to our satisfaction and the tree replanted correctly.

  
  
  Davey did such a horrible job all around and substantially damaged our lawn and our neighbor's lawn in the process. Davey's minor attempts at repair to both properties did not repair or compensate for the damage done. (If anyone wants to see the damage, we have photos.)

  
  
  ***************************** is right--we will never be happy with the services provided by Davey Tree, and we will make sure to tell everyone we know not to do business with this unprofessional company. 

   

  We shouldn't have been surprised when we filed this complaint with the BBB that there were already numerous complaints against Davey Tree. Wish we had checked the BBB first.

   

   
  
  

  
  

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The fact that this company made a complete mess of my property cutting 2 trees down for my neighbors. Not only did they come at 8am on a Sunday morning, but my car and property are covered in small branches and saw dust!!!!! Both my porches and grill, car, EVERYTHING!!! They used a leaf blower to clean up the property they were working in BUT NO CONSIDERATION FOR THE SURROUNDING PROPERTIES!!! I want it cleaned up!!! I SHOULDN'T have to clean up after others!

  

  Business response

  04/20/2022

  We sent out a representative Monday morning to clean all surfaces and provided the neighboring property owner with enough money to get her vehicle cleaned. The neighboring property owner was satisfied with our response and resolution. Although we do not routinely work on Sundays, there was a deadline given by the city for the removal of these trees. We were contacted right before the deadline date and unfortunately Sunday was our only option to get the work completed within the provided timeframe. The client had contacted the city and was informed there was not a restriction or noise ordinance on Sundays.  
  
  
  
  **** ****** | District Manager

  Customer response

  04/26/2022

  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.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thanks for your time. I contacted Davey Tree Expert Company in April of 2020 and received a written estimate of the treatment of my tree. I emailed the company multiple times to get the service completed, they even sent me a survey without completing the job. In February 2021 I contacted the company to let them know I was dissatisfied as my tree was still infected. They reached me on the phone to tell me the tree would require multiple treatments, which was not what I was originally told in 2020. They said they would treat the tree free of charge if I paid to get another tree trimmed. I agreed. In September I sold the home. To my knowledge, Davey never showed up to treat the tree or to trim the other. After I had sold the home, I received a bill from them, showing the work was completed in August, however the tree was never trimmed. When I contacted them regarding the invoice, they refused to communicate via email and would only communicate on the phone. They informed me the tree was trimmed in March and their billing system was delayed in sending my invoice. If I spent $450 to trim a tree, I should be able to see the tree has been trimmed. Furthermore, if the tree was trimmed in March I should have been billed in March so I had the opportunity to notify the company I was not satisfied with the trimming of the tree. I was not allowed that opportunity as I was sent a bill after the home was sold. I have attached the invoice and a string of emails. Please advise. Thank you. Cheers, *** 

  

  Business response

  03/08/2022

  I have attached all of the information we have.  If you notice her story changes somewhat.  In ****** email he lets her know we will get her trimming on the schedule. The note to the BBB she also suggests that she confirmed the trimming.  In her email
  to me she wrote she did not sign a work order and only had a conversation with Tony but did not approve the work.  On past due statement that she received from the corporate office and sent in to me she wrote she sold her home over the summer.  We billed her on 8/12/21 and she sold her home on 9/14/21.  She had a history of paying her invoices late.    Also, it was not by choice that we waited until August to finish the work.  She was always gone (as she told Tony that she works on the road) and there was no one to move the car that was underneath the tree. 
  

  Customer response

  03/08/2022

   I am rejecting this response because:

  Per my original information submitted, the company sent an invoice in August but said the work was performed in May and they had neglected to send the invoice.  They were asking me to pay a bill for service rendered in May, for which I could not attest to the work.  As I stated in my initial report, I was under the impression the work was never completed as I never saw any changes to my tree.  

  Furthermore, I figured the work was never completed because my initial work order I place with the company was in May 2020.  Attached is a string of emails where I received a bill and a survey without having the work completed.  

  When I first hired them to do the work, I was given an estimate of treatment to my tree and a trim.  A year later the tree showed no improvement from the treatment.  I sent them an email and was notified that the treatment takes several applications for it to work.  Had this been part of the original quote, I would not have gone with their company.  I was also told the sales person I spoke with was no longer with the company.  

  
  

  To reiterate, I was asked to pay a bill in August for work they say was done in May.  This was not a late notification in August, it was the first time I received an invoice for the job.  I believe it is not appropriate for me to pay a bill when I cannot confirm any work was done, especially after a history of billing me without completing the job in the past.

  
  Thank you for your time.

  
  

  
  
  

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a letter from Davey on January 28th, 2022 stating that I owe additional $107.00; this is not true. I paid for my service in full for the entire year; I did not receive any additional service or additional lawn care and I am questioning why I am receiving a additional bill or cost. The company is saying I did receive a additional service; but this is not true. I am retired and I am home and spoke to the “guy” that performed my services and nothing new was added. The company has now turned me over to a collection Department and I do not appreciate the allegation or the harassment I am having to deal with concerning this ordeal. My account number is *******

  

  Business response

  02/17/2022

  The local office has reached out to customer but still no answer. Left voice message.  I looked into the account and he did prepay when we did aerification, he added seed which was not prepaid for.

  So it appears the balance $321 is still owed.

   

  ***** *****

  Manager

  Customer response

  02/17/2022

   I am rejecting this response because:
  
  I prepaid for my service in the very beginning; and no additional service was applied or added. I do not owe anything to this company and I do not appreciate the threats to turn me over to an collection agency. I want the harassment to stop and I want my account closed permanently. 

  

  Business response

  03/02/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 3/1/2022]]

   

  The company has made several attempts to contact the customer and customer is failing to call back.

  Customer response

  03/02/2022

   I am rejecting this response because: I do not owe $107.00; because no additional service was provided. I paid for my service in full at the beginning of the year. This was my complaint in the very beginning; that I am being turned over for collections for something I do not owe. Do I need to obtain a Lawyer to fight this nonsense in court? 
  
  
  

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My siding on the house is all green due to spray the trees that is in my neighbor's yard also I have breathing issues I am on a CPAP machine and also takes inhalers to breathe. The siding is so green from the spring of the trees all around my bedroom window I would like someone to come and take a look at this issue and see if we can remove some of the problems are all of the problems that the green spray has caused from my neighbor having you guys to spray the trees it needs to have a tarp when you come out this way to spray or do service. I have pictures to show proof of what damage that's a green spray has caused to my siding my siding is only less than 7 years old it should not be looking this way yes I am very upset.

  

  Business response

  11/23/2021

   I just left the residence of ****** *****. The siding concern being green is just what I thought it would be, simple mold and mildew. It is on the north side of her house and is being partially shaded by the arborvitaes in question. Our client did plant these a few years ago to block the neighbor's house and view of her windows as ***** mentioned earlier that we were familiar with the neighborly situation that has been going on for a while. **** ***** stated that the green did not come off with her power washer and water alone. I took my bottle of hand sanitizer and cleaned a section and showed her how to do it. I suggested Simple Green, or a comparable product and it will be fine. I have also talked to our Plant Health care technician and will add it to the instructions as well to be very cautious of any over sprays. I have pictures as well if you need anything else but at this time she is satisfied. Please let me know if you need anything else from me. 
  Thanks ****
  **** ******* | Sales Arborist
  The Davey Tree Expert Company | Youngstown Office 133531
  P: ************  | F: ************  | C: ************
   **************************

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 4/21 I received a quote for tree work from ****** **********. At the time he visited he said they were busy and the work would not happen until falltime. Price seemed high, so I started looking for other quotes. At no time did I authorize work either verbally or in writing. Sometime before Sep 5 the work was done and I informed him that I did not authorize the work, so why did they do it? Sep 7 he apologized and asked how they could remedy situation. I replied same day and asked for $100 off the quote. He agreed and promised to put in the adjustment. I receive postal mail dated Sep 28 with the original $970 quote. I sent ****** email Oct 2 noting their error. It is now Oct 6 and he has not replied. Fix the bill to the agreed $972 - $100 = $872 and I pay the $872

  

  Business response

  10/25/2021

  The adjustment for *** ********** balance was completed on October 7th.

   

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

  District Manger

  Customer response

  10/26/2021

   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 I have paid new balance in full
  

• Initial Complaint

  08/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Davey Tree Company damaged my property in March of 2021. I was not a customer, they were removing a tree at the house next door and using my yard as a staging area for cutting up and grinding the branches. I was worried that they might damage my sprinkler system, so I took photos of what was happening. Sure enough, there was damage to the sprinkler system. I contacted Davey and informed them of the situation. They said they would meet me and scheduled several appointment but stood me up multiple times. Eventually they came out and said they would do work to make up for the damage, but again, they never showed up. I submitted documentation of the damage and repair but they have also been unwilling to respond to a request for reimbursement.

  

  Business response

  09/28/2021

  Thank you for responding with this information.  As this is the first our corporate is hearing of this.

  I will be reaching out to the manager and getting a report from him and will respond to you once I obtain this information.

  Customer response

  10/08/2021

  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.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had the tree company cut off branches from the back of garage and clean gutter in back of the garage. They did not clean gutters out from the back of garage. But they cut branches off. One more thing, they put down the wrong name my last name is ******** not *******.

  

  Business response

  09/13/2021

  [[BBB TRANSCRIPTION VIA TELEPHONE CALL FROM BUSINESS 9/13/2021 AT 2:45 PM]]

  Business stated the work order has been complete. ********************************* (District Manager of that location) contacted the customer directly to confirm. He stated the customer was happy with the ********************** provided and the complaint should be considered resolved. 

*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. ↩