ComplaintsforCertified Tree Care LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Multiple areas of property damage caused by the Certified team. Damages have been captured on video and pictures have been sent. It appears as though the Certified team attempted to repair our paver patio without our permission and now the damage is worse. There has been no attempt to assist in repairing the electrical damage that was done and no further communication along those lines. I have emails documenting the communication as well as photos and video if helpful.

  Customer response

  07/23/2024

  I don't understand why an invoice is needed but am attaching one anyway.  *********** did damage to our property, then tried to fix the damage on their own and without our consent, which made the problem even worse.  The invoice is just for the work they did, which is when the did the damage.  They need to pay for our paver patio to be repaired, and to fix the electrical wiring they destroyed, which is work that hasn't been done to this point.

  Business response

  08/14/2024

  2 companies were hired to fix all damage to customers satisfaction. Damage has been repaired. 

  Customer response

  08/14/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company solicits regularly in my neighborhood and will not stop knocking on my door, despite the presence of no-soliciting signs. One of those signs is a bright yellow Post-It that is literally impossible to miss. The guy rang anyway, and left a card. Then he drove across my grass as he was leaving. I want them to leave my house alone. That's all. Just stay off my property. If, after this, they still enter my property, I will call the sheriff and report them for trespassing.

  Business response

  05/14/2024

  Our staff have been notified of this address and re-trained on proper "no soliciting" protocol. We will reinforce that and ensure they are respectful to homeowners in all neighborhoods with no soliciting signage. We are committed to honoring your request for no soliciting.

  Customer response

  05/14/2024

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Got a quote in August for trimming two trees and removing two stumps (Approx $1500). I gave them 50% upfront; and got a receipt from them saying that I paid for half and the last half is due at the time of completion, they came in a couple weeks to trim the trees. The workers told my roommate that a second crew would come out for the trunk removal, and that they will take the rest of the payment after the trunks have been removed. Waited a week or so, and since no one came, I called them asking when we should expect them. The person on the line said that someone would reach out to me about when (no one did). Figured we were at least on the schedule, maybe something fell through the cracks, things happen. Couple days later, no one showed up to finish the job but a charge for $870 was on my bank account. No one called me about it, and when I called them they said they didn't know work wasn't finished (even though I told them on the previous call). They did not mention the fact they charged me the wrong amount without notice or any notification. They said that they don't keep routing and account information, but clearly they do since this wasn't a mistake charge meant for some other person. ***** called me asking what work wasn't done, but he said he "doesn't handle financials" when I asked him about the charges. Called the office once again and they said that their "financial girl" is out on lunch but assured me that she would refund the charges and would call me once she returned in an hour. No one called me. Called them again and was told that ***** told them not to approve any refunds unless it's gone through him. Even though we both have the approved estimate and receipt with the correct balance due. Was told by office that crew would come out and finish job next morning. No call. 10/3 no call no show.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 5/3 ************************* came by and provided a quote to remove 2 bushes from my front yard. I paid $311 up front and was told that someone would be out in 6 weeks. 6/19 - Their technician came out and cut the bushes at the base only and left. The ***** and roots were left behind. From the time I received the call, to the time I arrived home was 30 minutes. When I arrived their technician was gone and the job was half done. I did not see any attempts to remove the stumps/roots. I texted ****** and asked about it. Attached are screen shots of the response. ****** never contacted me again.7/7/23 - they charged the other $311.44 without completing the job. I called and left a message with your 7/10/23 at 8:58am. No one called me back.7/12/23 - I sent an email giving them the option of either finishing the job or giving me a refund of the $311.44 as they only did half the job. Again no response. Performing half the job and taking the whole payment is theft. I want a refund of half the amount I paid since they have not seen it as necessary to even acknowledge my requests for them to finish the job much less give me a refund.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 2, 2023, we had a representative from Certified Tree Care LLC come to give us an estimate on 2 jobs, One for storm cleanup and removing 2 dead trees and another one for cutting down a large pine tree.We were told it would be around 3 weeks or at the end of February when the work would be done. They required a deposit of 1/2 the cost of each job which was $1500.00 and $1600.00. We waited several weeks to call because an appointment had not been scheduled. We were concerned about the storm cleanup because the limbs and fallen branches were covering at least a third of our yard and the fence in one corner had been crushed. We could not even have it repaired until the cleanup had been done. We waited another 2 weeks and still no one called. My husband called our contact and was told he no longer worked there. A new contact called us at which point we told him we no longer needed them to do the cleanup because we had someone local do it. In fact we also decided to cancel the 2nd job and just apply our down payment of $1600.00 for the second job to the balance on the first job. We also let him know that they would owe us money.The total quote on the 1st job was $3109.48,Less down payment of $1500.00 we made, Less the charge for cleanup that they did not do so - $375.00 + tax of $30.94 This leaves a balance of $1203.54 on the first job/We paid a down payment of $1600.00 for the second job (which was cancelled) and needed it to be applied to the balance of the first job. This is an overpayment of $$396.46 due to us.I sent multiple emails to the company explaining all of this. I sent an email to the second representative we had, *********************, who told us he was forwarding it to the home office. When he called to set up the time to come do the work finally on March 16, 2023, we asked about the refund again and he said he was surprised the home office had not contacted us but it would have to come from them. I called the office again and the woman I spoke to said she would contact the general manager and have someone call us by the end of the day. We have yet to get even one reply, It is unethical and dishonest to keep our money for services they did not provide. I would never use this company again and would not recommend them to anyone.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  03/08/23 met with *****************************. He walked the property and gave an estimate of $2289.48. He requested a down payment of 50%. Paid $1144.74 deposit via check. He told me hed get the receipt sent and the service scheduled. Texted ***** on 03/09/23 to inquire about the receipt. Later in the day, the receipt was sent. No date or time was provided. 03/13/23 I texted ***** to inquire about a date of service. He said he would see if the schedulers had a date. He never responded. 03/14/23 I emailed the address on the receipt and called the ****** and ********** offices. Left voice messages. At this point, we are simply trying to request a refund. The tree is a safety hazard and this is preventing us from making other ice storm related repairs. Sadly, we have not received a response. Please refund the $1144.74. That is the resolution we are seeking.

  Customer response

  03/24/2023

  Complaint: 19594877
  
  I am rejecting this response because:

  Hello:
  
  This complaint l, unfortunately, still has not been resolved. We are still waiting for Certified Tree Care to refund our money. No services were rendered. 
  
  Thank you, 
  
  Mrs. ************************
  *************
  ***************
  

  
  Regards,
  
  Boydellia *****

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 7th came out to our home and gave an estimate for $1900 for tree trimming, spraying and cleanup. They requested half the money up front. We wrote a check for $950. Workers came out and did the work in early February, but refused to clean up some of the branches on the ground and the estimator agreed that the workers should have cleaned them up. They also didn't spray all the spots on the trees. We were told to hold off with the final check until the workers finished.Instead the company used our checking account to pull money out of our account anyway. We are pursuing getting the money back from the bank but wanted to warn people to be cautious as this company will apparently steal from your checking account if they get a hold your check.They never did come back to complete the job.

  Business response

  03/17/2023

  Customer met with ISA ********************** Arborist *********************** and was satisfied with the resolution which included treating all oaks free of charge and keeping the second half of the payment. 

  Customer response

  03/17/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 8th 2022, I paid *********************************** a $387.50 downpayment for Certified Tree to remove the bushes and small trees between my fence and my neighbors. They were to trim the fence also. On September 9th I called to cancel because of another emergency around the house. ******* said that was fine they had a lot of work, he would start the paper work. In late October, I had not received a check, I called ******* and he said he would check and return my call. He never did. I called the office number on paperwork *************). I called three times and never got passed secretary. Got the same answer, checks been sent. I also checked with the post office and was told that without a tracking number there was nothing they could do. I would like to ask them to send another check but I get the same we will check into it and call you back they never call back. Somethings not right, all I want is my $387.50 back. I have had the fence done, but not by them. They are taking money for a job they didn't do after saying they would return the money and now are saying" we sent it."I hope I did the upload correctly. If not contact me and I will get the paper work to you. I will bring it to you.

  Business response

  11/09/2022

  Customer has been issued a refund in the amount requested. Refund check was delivered via ***** on 11/8/22. 

  Customer response

  11/10/2022

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is in reference to the ******* area branch of the company. My wife set an appointment to have a tree that had been dropping limbs checked.2/11/2022 - Company rep. (not an arborist) inspected and said tree was healthy and only needed trimming. Paid $257 to schedule.2/21/2022 - Crew trimmed tree and told wife "tips" are customary and complained of having to work during "lunchtime". Paid $257.18 4/1/2022 - 2 large branches (6-8" diameter heavy and dangerous) broke and fell. We attributed to wind.5/15/2022 - Another large branch breaks and hangs from tree (no wind at all). We call Certified and get no answer and leave a message. Hired another tree company (***************************) to bring down the branch that is dangerously hanging over the fences of 3 neighboring yards for $175. They also inform us that the tree will continue to drop limbs or could even fall because it is dead on the inside and will continue to die. We hired them to come back and remove tree for $1300.5/16/2022 - Wife called Certified again Monday (many different calls and people) and explained that the tree is not salvageable and we expect a credit because we felt the diagnosis was incorrect (maybe because our rep. was not an arborist) and we paid to have a tree trimmed that needed to be removed. Not logical. Told Certified that the crew removing tree would arrive at 7 am Tuesday 5/17.2022 if they would like to see the tree after being cut.5/17/2022 - ******* crew showed up and efficiently and professionally removed tree. Certified sent no one to re-inspect and we have not heard from them since.I feel that it makes no sense to have paid $514.18 to trim a tree that was dying. I have attached some pictures and have more available if required.

  Customer response

  05/25/2022

  Please close claim #******** as the business has contacted me and we have arrived at an acceptable resolution. Feel free to contact me if there is anything else you need from me or if you have any questions. Thank you for your assistance. Br, *** Childress ************ *****************
  Sent from *** CHILDRESS (*****************)
  

  
  

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back on March 30th, we had Certified Tree Care company come and remove a couple of trees on our back yard. In the process of bringing one of the bigger trees down, a piece of the tree slammed into our hot tub and broke the frame and shell. For the past 6 weeks we have been trying to get their company to replace our hot tub, but they are not cooperating and now are not returning our messages.

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