Complaints

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• Initial Complaint

  Date:09/19/2022

  Type:Billing 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.

  We are being charged $1,000s for work that was never done.

  Business Response

  Date: 11/08/2022

  ******* ******** reached out to us near the end of October in Summit County Colorado where we are commonly under snow at that point in the season. When I met on site it was requested that I meet with ******* ********. Subsequently all of my correspondence going forward with the assessment and proposal was with *******. We were booked and I provided Mr ******** a proposal for tree work to be scheduled in the spring of 2022 when our season starts back up in the snow melts from the long winters.
  
  ******* signed and accepted the proposal.
  Mr. ******** then asked us if we would come in and take some trees down this season. I explained once again that we were booked and it would be more expensive to come in at two separate entries breaking up the project rather than scheduling the whole project for the spring after the snow melted.
  He maintained persistent that he wanted some trees at least taken down and we didn’t have to haul the material away. I verbally and in an email, stated that this would be an additional charge to mobilize and make a separate entry. Not to mention our team was working in the snow and I squeeze it into the schedule with overtime. 
  
  This happened a second cycle where they asked us to come back in, still again that October and added more trees to the project. I once again stated this would be an additional separate charge in addition to the complete project in the spring.
  
  ******* added more trees that he wanted taken down and we got them down for him and sent both invoices for both initial separate entries billed at a reduced rate to reflect that we were making an additional entry and the whole project including the remaining take downs, and the effort machines and manpower to remove all of the material would be invoiced for the whole project in the spring.
  
  In June 2022, ******* ******** reached out to ask when we would be coming by to do the whole project. They had paid a deposit and wanted us to get started with the removal project.
  
  The day before we arrived ******* said that she did not want any additional trees taken down. We were happy to oblige and I continued to reach out to Mr. ******** with no communication back.
  
  After using a specialized state of the art low ground pressure forestry machine with grapple and 12,000 pound winch as well as hand work from a team of six, we extricated all of the downed material from last October, processed and hauled the material including 116 trees, les one load of chips left on site as requested.
  
  I removed the cost of the 20 remaining trees from the bill.
  
  ******* ******** refused to pay their bill stating that they had already paid for the work in October and suggested that removing the 116 trees from behind the home was the easy part and shouldn’t cost much money.
  
  I once again explained that this project was proposed to be done in one complete entry in the spring and that ******* asked for us to come in, in the snow in October and take trees down and that I clearly stated in the supporting email that this would be an additional charge to break up the project spanning two seasons and add additional trees and additional entries rather than doing the whole project as one entry in the spring.
  
  From this point on Ms. ******** became unreasonable to communicate with and threatening in nature of correspondence.
  Miss ******** has refused to pay her bill for the work completed.
  We have had to take legal action because of the substantial amount owed to our small company and the huge impact this is had on our business.
  
  I am happy to say, that in 16 years of doing business for this great community, I have never experienced anything like this with a client in the past and our reputation speaks for itself.
  
  At least  been a learning experience.
  
  Sincerely 
  Teague H***** 
  Owner TSH Tree Service 
  Breckenridge Colorado 
  Est 2005

  One attachment