ComplaintsforMonster Tree Service of the Lehigh Valley

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached PDF document for my detailed complaint against Monster Tree Service of Quakertown for not providing service as agreed and illegally charging my credit card. I am requesting BBB to seek $650 refund from the merchant. My complaint has photos and supporting documentation listed under Annexures. I am happy to provide any additional documentation or answer questions. Sincerely, *******************

  Business response

  03/15/2022

  Thank you for reaching out to me regarding **. ************ dispute. First and foremost, please know that I take great pride in the work performed by my employees and take the few complaints we get very seriously.
  I say few because our reputation for quality and value is well documented with the BBB and our many ****** reviews. As you can imagine, I was very upset when I first heard of **. ************ complaint and immediately investigated the issue on my end. This is where I found the following errors in his complaint -
  1) I had my production manager, Todd L**********, personally address the issue. Mr L************* is an ISA Certified arborist with over twenty years of experience in arboriculture. Mr L********** contacted ** ********** and told him he would be out at his rental property to complete the job. He also noted that he would be out when a crew was in that specific area as is noted in Section 4 of our terms and conditions of service.
  https://www.monstertreeservice.com/lehigh-valley/terms-and-conditions/
  2) The agreed upon work was clearly spelled out on the attached invoice and photograph. This is what he agreed to have done for the amount specified in his initial estimate.
  3) when he disputed the work, I communicated with ** ********** that the work we performed was what he agreed to have completed in his contract. A copy of the email communication is also attached.
  4) Section ************************************************************ full is expected upon completion of work and receipt of final invoice. ********** Online notifies us when a customer has viewed an invoice. ** ********** viewed the invoice on 11/22/2021 and again on 12/1/2021 which was the due date indicated on the attached invoice.
  5) We did the work that was specified in the contract. We also did additional trimming work on his property as a goodwill gesture. Unfortunately, ** ********** wanted additional work done without paying for the additional services. We charged his card for service rendered.
  Please let me know if I am, in any way, in the wrong. Again, I take great pride in my company and the services we provide and want to make sure we are following all of the right steps. It is unfortunate that sometimes we have customers that are simply not satisfied regardless of what we do.
  

  Best regards,
  John P*********
  Owner, Monster Tree Service of the Lehigh Valley

*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. ↩