Complaints

This profile includes complaints for Good Guys Tree Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Good Guys Tree Service

  10713 N. FM 620 Bldg E, Ste 521 Austin, TX 78726-1772

  
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  Good Guys Tree Service

  10713 Ranch Rd 620 N Austin, TX 78726-1756

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Good Guys Tree Service to cut back branches around my home. They were more expensive than other companies, but becasue they had good reviews, I thought they would do a good job. They came out on September 11, 2023. I was advised that the lead representative that came by to discuss my needs would be there on the day of service to communicate my concerns and oversee the job. I was advised the job would be scheduled at a convenient time that met my needs. Instead, the lead never showed up. My concerns were not conveyed. A time and day was picked for me. I had to move two other existing appointments to make it work. I had several dead limbs fall after their service. They did not clean up all the small debris that was scattered in my yard. However, the biggest issue is that they were allowing the tree limbs to fall on my house and slide down my steep and very visible sloped roof. This led to damage to my roof along the front and both sides of my home, shingles missing and frayed along both sides. I also have some fence damage. A hole in my fence and misalignment of the fence, making it difficult to lock. Also, a result of improper management of falling limbs.

  Business Response

  Date: 12/11/2023

  Since our customer's initial complaint soon after the work was completed, we have been in direct communication with the customer to address concerns. Our scheduling process is always flexible to meet the needs of our customers. We schedule a day and time, inform the customer, and then adjust if the time doesn't work for the customer. After scheduling a date for the work, we were not informed that this was not a good day for the customer's schedule.

  Our operations manager, estimator, and a crew member visited her property immediately in response to her concerns about roof damage. We inspected for damage and let her know that we did not see any signs of damage on the roof. We acknowledged at the time that it was possible that the minimal damage to a few overhanging shingles could have occurred in the course of tree work. We perform work on customer's roofs every day and our highly trained crews know how to exercise caution to prevent any damage. As with any kind of work activity on a roof, it can be very noisy and leave the impression that proper care hasn't been taken. But we did inspect at her request and were confident in our assessment that there was no roof damage. The customer was free to make an independent assessment for damage and let us know of results. This was not done at the time and has not been done to date. She informed us at the first meeting that she was talking to her insurance about roof replacement in connection with significant weather events. We left at that time with the expectation that she would contact us if anything further was needed after insurance or another independent assessment was made.

  We did not hear back from the customer until over two months after work completion and our initial meeting. We received an email from her at that time, on 11/30/23, again claiming roof damage, and additionally claiming damage to her fence. Until that time there had been no mention of fence damage. In this email, her expectation for resolution seemed to be full reimbursement for the cost of work we performed. We considered this highly disproportionate, given the facts and our assessment. We again responded immediately to her complaint. Our operations manager called to discuss. On that call, it was again unclear what the customer expected as a fair resolution. In the intervening time between our work completion and her current claim, there have been significant weather events involving strong wind and hail. Our assessment continues to be that the only possible damage connected to our work was minimal shingle damage along the roof edge. We have contacted the customer directly by phone again in response to this BBB complaint, on 12/11/23. We had a conversation in which we stated what we thought was a fair resolution given the facts. We asked the customer to let us know what her expectations were for a fair resolution. She agreed that she would consider this and contact us to let us know. We are currently waiting for her response.