Complaints

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:29/12/2022

  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 had McCharles tree service come to my house in May 2022 to give me a quote for cutting a dead branch out of my front tree as well as trim my hedges back. I was told to wait to until fall to have the branch cut since the tree was blooming so it would not cause any shock to the tree by removing the branch. I did not hear back from them after this initial visit. I ran errands on October 25, 2022. I was gone for a hour. when I was returning home I received an email asking if I wanted my tree cut down and that they were already at my property. I responded as soon as I stopped my vehicle and emailed back ‘no and that I was on my way home’ when I got back home they were already in my yard and in the process of cutting my tree down. Not the branch I had asked to be cut back but the entire tree. I did not receive any warning, I never approved them coming onto my property to do any work, I did not receive a quote or discuss any further work, I did not ever ask them to cut down or remove my tree. This was a 40+ year old ornamental apple tree and the only tree in my front yard.

  Business Response

  Date: 05/01/2023

  We have sent the quote on May 31st 2022 (proof attached). In the quote (attached) it says cut down one purple tree and grind stump for $350, that was accepted verbally. We usually received confirmation of acceptance from clients verbally, by textos or emails. We never had a problem like this before, but from now on we will ask for a written confirmation only to avoid this kind of confusion in the future. 
  
  
  Usually we always emailed a day notice to advise the client we will proceed with the job. We didn't schedule her work for that day yet but since the crew was nearby for another job and had finished it earlier than expected they decided to complete the job for ****. Before doing so they had called her and emailed her (proof attached). After over 30 minutes of waiting for a response, they just cut down the tree in the front yard as per the quote since the tree is all dead. 
  
  
  When **** got back to her house, she was screaming at the crew. We then apologized for the mistake and asked ******* ****** (******) from *********** ********* *********, a reputable company in Red Deer, to come by to give us an estimate of the cost to replace the tree. We told **** that we won't charge the $350 to cut down the tree and we will pay all the replacement cost. She agreed on the proposal (******* can witness).
  
  
  We got an email from ******* suggesting a few kinds of trees for our client and would like to know which one she prefers them to plant in Spring 2023 (conversation attached). We sent an email asking her the question but instead of an answer about the tree we got an email asking for a $10,000.00 compensation (email attached).

  Customer Answer

  Date: 06/01/2023

  
  Complaint: 18655805
  
  I am rejecting this response because: mccharles tree service response is not the truth. They are telling several lies about the incident. They did not call, they emailed and within minutes were cutting my tree down. The tree was not dead but only had one small dead branch that needed to be removed. I have this recorded on my surveillance camera and saved the videos. I do not know how to send or attach the videos.  I can also go back to my phone records and show they did not call but I would assume they will provide proof they did?  
  
  Sincerely,
  
  **** ********** 

  Business Response

  Date: 07/01/2023

  Hello ****,

   

  Sorry I, ******* **, wrote the response since I know about the incident and asked **** to proof read it before sending it. He did mention about the dead branch and the phone call but I forgot to correct it. You are right, he said there's a dead branch and not the whole tree is dead and he didn't call, he only sent you an email. Sorry for creating more confusion. **** is the most honest person, he would never lie. He has more than 20 years of experience in his field, he said your tree has a really low chance of survival, even ****** the landscaper and your arborist friend said the same thing. 

  Thank you,

  ******* **

  Customer Answer

  Date: 09/01/2023

  
  Complaint: 18655805
  
  I am rejecting this response because:
  This still does not fix the damages done to my property and clearly they are not being honest or upfront about the incident. The owner **** himself came out in May to look at the dead branch and the owner himself came back October 25 and cut my tree down without permission or any contact since May and is not even the one responding to this complaint?  I have significant damage done to my property and this needs to be addressed. The tree now needs to be fully removed by a competent professional and one planted to replace it and these costs need to be covered. I will not have **** and McCharles Tree service back on my property after the incompetence they have shown and the lies they are telling to cover it up. Their suggestion for ‘fixing’ the damage they caused is not acceptable for a long term solution and is simplify the fastest/cheapest way to try to make amends for what they have done. I have spoken with several professionals about what needs to happen to restore my yard. Nothing will replace the beautiful mature tree they cut down but there are options I have through a landscaping service that is knowledgeable and that I can trust.
  Sincerely,
  
  **** **********