ComplaintsforWarwick Tree Service, Inc.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec22 I received a quote from Warwick Tree for 4 days excavation @ $1600/day. In Mar23 I agreed to the four days and got on schedule week of 5/8/23. On site I was advised by operator that I only needed 3 days/excavation, plus material hauled away and fill brought in. They hauled one load of *********** and brought one load of clean fill in. At end of third day the job was not complete. They said they would complete for an add'l $500. They left equipment on site and job unfinished for 2 weeks, during which time it rained, and a serious drainage problem that did not previously exist became apparent, a result of their improper grading. I sent photos of the pooling (attached) and asked that this be corrected when he returned to finish the job. When he returned he did not correct grading, but said I would need to bring in loam to fix the issue. I reminded him that he had suggested this area be graded - it was not my idea or in my plan - and that this area was not meant to be grass, I didn't want to put loam there. The operator informed me he had no more time allowed for this project and left. I have two separate issues: 1. Warwick Tree billed me for services not provided: They billed me for a 4th day of excavation not provided, then when I emailed about it they claimed 4th day was "a wash" (see email) because they hauled one load out and brought one load in. It is not "a wash," those services/materials do not =$1600. 2. Warwick Tree suggested grading, rather than to dig a culvert on the side of my home, as I asked. I deferred to their supposed expertise, but was graded improperly, creating a drainage problem where none existed before. I attempted to resolve, asking them to return and fix the problem or give me credit toward hiring another company to correct. They refused, did not offer an alternate resolution, and responded with false information (emails attached).

  Business response

  11/09/2023

  As the customer stated we worked with a large excavator on the property for 3 days.   While on site she had asked my operator **** to have a load of stumps and old logs hauled away. She had also asked us to bring in some clean fill.  We hauled off and disposed of a load of stumps/wood and brought back 2 loads of clean fill. **** and her agreed that we would exchange the fourth day of excavating for the hauling and disposal of the stumps and the delivery and leveling of the fill. The cost to haul and dispose of a load of stumps is 750 dollars and each load of fill(delivered) is valued at 500.  We then charged an additional 500 to come back and level several loads of chips that we delivered to the customer at no charge. We were not paid for nor did we imply that we would finish grade and prepare for seed the excavated area.  We were simply hired to redistribute the material that was existing to where the customer had requested. We were building raised garden beds with existing boulders and soil. We recommended finishing with Loam and final grading to eliminate any uneven areas potential pooling of water.  The customer declined as she stated she did not want to spend any addition money.  The job is complete as it was sold to her. 

  Customer response

  11/12/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. I am providing a point-by-point explanation based on my initial complaints and the responses sent by Warwick Tree. 

  PREVIOUSLY STATED COMPLAINT 1:
  Warwick Tree billed me for services not provided: They billed me for a 4th day of excavation not provided, then when I emailed about it they claimed 4th day was "a wash" (see email) because they hauled one load out and brought one load in. It is not "a wash," those services/materials do not =$1600.
  
  THE BUSINESS RESPONDED: As the customer stated we worked with a large excavator on the property for 3 days.   While on site she had asked my operator **** to have a load of stumps and old logs hauled away. She had also asked us to bring in some clean fill.
  
  MY RESPONSE: This is mostly accurate. One very large ***** was hauled away. No logs were hauled away. Logs were buried, at my request.
  
  THE BUSINESS RESPONDED: We hauled off and disposed of a load of stumps/wood and brought back 2 loads of clean fill.
  
  RESPONSE: This is partly accurate. They did haul off a very large *****. They brought in ONE load of clean fill, not two.
  
  THE BUSINESS RESPONDED: **** and her agreed that we would exchange the fourth day of excavating for the hauling and disposal of the stumps and the delivery and leveling of the fill.
  
  MY RESPONSE: This is FALSE. I never agreed to an exchange, verbally or in writing.
  
  THE BUSINESS RESPONDED: The cost to haul and dispose of a load of stumps is 750 dollars and each load of fill(delivered) is valued at 500.
  
  MY RESPONSE: These costs - $750 and $500 - were never communicated to me. I was told by **** on site that the cost to haul away a ***** (it was one large *****) was around $300. I was given no cost estimate on the fill.
  
  In addition, even if these costs are accurate and were agreed upon, which they were not, that total is $1250, not $1600 - the amount I was charged as the supposed wash from the excavator daily rate.
  
  PREVIOUSLY STATED COMPLAINT 2:
  Warwick Tree suggested grading, rather than to dig a culvert on the side of my home, as I asked. I deferred to their supposed expertise, but it was graded improperly, creating a drainage problem where none existed before. I attempted to resolve, asking them to return and fix the problem or give me credit toward hiring another company to correct. They refused, did not offer an alternate resolution, and responded with false information (emails attached).
  
  THE BUSINESS RESPONDED: We then charged an additional 500 to come back and level several loads of chips that we delivered to the customer at no charge.
  
  MY RESPONSE: This is FALSE on two counts. First, I procured the chips through 1-800-CHIPDROP earlier in the spring, before this job began. Second, the chips were all distributed by day 3 - That is not why they had to come back. At the end of day 3, the job was not complete, my yard was still a rough, poorly graded, rock-strewn moonscape. We verbally agreed to additional time, at a cost of $500, so the job could be completed.
  
  THE BUSINESS RESPONDED: We were not paid for nor did we imply that we would finish grade and prepare for seed the excavated area.We were simply hired to redistribute the material that was existing to where the customer had requested. We were building raised garden beds with existing boulders and soil. We recommended finishing with Loam and final grading to eliminate any uneven areas potential pooling of water. 
  
  MY RESPONSE: This focuses on two elements of the job, redistribution of material and raised garden beds with existing boulders and soil, that were completed - and completed well. I am very happy with that work. Nowhere does the business address the totally separate part of the job that is my central complaint - the operator used a machine, with the intent to improve the existing grade at the rear of my home, so water coming down the hill would be diverted away from and past my house. Instead of improving the grade, he left that section pitched TOWARD my house, creating a drainage problem where none existed before.
  
  THE BUSINESS RESPONDED: The customer declined as she stated she did not want to spend any addition money. 
  
  MY RESPONSE: This is partly accurate. I did not want to bring in loam and seed - First, because I have no plans to plant grass anywhere, second because that area needs to accommodate a vehicle - it is not an appropriate place for loam and seed. I also did not want to spend more money because I do not believe it is the customers responsibility to pay to correct a problem that was created by a business.
  
  THE BUSINESS RESPONDED: "The job is complete as it was sold to her."
  
  MY RESPONSE: I disagree. There is evidence that demonstrates Warwick Tree billed me for services not provided, and evidence of poor workmanship that caused a drainage problem that Warwick Tree refuses to correct, or to make a billing adjustment so I can hire someone else 
  
  NOTE: I do not believe this issue is the fault of the operator. I believe the operator was not allowed sufficient time to correct the issue. Multiple times he was pulled away from this job to work on bigger jobs, at one point leaving equipment at my property for over 2 weeks while I waited for someone to come back and finish. I believe the operator is skilled, as demonstrated by the workmanship on the other areas of my property - i.e. the terraces, raised beds, *****************, etc.all very well done. I think he miscalculated on Day 1 when he told me it was a 3-day job, that the job was, in actuality, a four-day job. In a rush to complete the job, he created a drainage problem that was not there before, and when I called it to his attention, with photos, he was not allowed the time needed to correct it.
  Regards,

  *****

   

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Warwick tree service to remove a branch on a cherry tree, which they did just fine. At the same time they were to remove a branch on my redbud tree and trim the branches that were around the electrical wire. They removed two extra mature branches on my redbud tree that they were not supposed to remove. My tree is now entirely bald on one side. It does not look good and it no longer shades the front of my house. They did not put down the boards to protect my grass as they stated they would so the hot engine and exhaust burnt the grass and I now have two deep ruts in my yard. My biggest complaint, though is the redbud tree. My tree was beautiful and it is now ugly. The company will not return my phone calls or my emails.

  Business response

  08/23/2023

  I have attached the Invoice for the above complaint, when the estimator goes out he writes down what the customer wants, what she wanted was the lowest leader at the bottom removed and house & wire clearance, to which the men did, when one removes a large leader like she wanted, that now opens up a hole where it once was, The men also removed limbs touching the house and wires per her request, we can not put the limbs back once they are removed, ******** is not happy with what was done to her tree but we only did what she requested. So, nothing we say or do with satisfy her. This is like when someone goes to the hair salon and asks for a specific haircut and once it's done, they hate it, again nothing can be done at that point until the hair grows back.

*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. ↩