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:05/16/2024

  Type:Product 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've worked with Arbortec several times in the past for planting. I hired them for a mass planting this season. I paid for $2960 for 6 ft Arborvitae and the owner planted 5 ft Arborvitae. When I asked for a simple validation of what he had purchased vs what I paid for, first he tried to tell me that the Arborvitae appear lower because the walkway is inches higher than the plantings ; but I was comparing the arborvitae to the other 5 ft ones that were planted last year and my fence, which is also down to the rock bed and only 5 ft. Upon asking for validation, the owner got frustrated and decided to cut services and provided me a $800 check as a credit for "perceived" differences. He refuses to provide the invoice from the ********* to validate the Arborvitae he purchased were indeed the ones I paid for -- which any honest business owner would have done unless they were lying and trying to scam their customer. Later he stated that the $800 was for the warranties, which he also voided on my $10+ k worth of plantings I had done with his company.************************ is an extremely unprofessional small business owner who is possibly (not confirmed) defrauding people. He cut me an $800 check for a reason, for the "perceived" differences and refuses to provide the invoice from the Tree Farm to validate that he purchased the tree size I actually paid for. If he chooses to cut business ties with me, that is fine, but I would like to request a copy of the invoice from the Tree Farm for my proposal so I can confirm I received what I actually paid for.

  

  Business Response

  Date: 05/17/2024

  The customer and I are working to solve this matter.  Thank you. 

  Customer Answer

  Date: 05/20/2024

  Hi,

  I am writing to inform you about my recent experience with Arbortec Tree Service, which currently holds an A+ accreditation. While my experience with the company had been positive for many years, recent interactions with the owner have raised significant concerns about deceptive business practices.

  After spending close to $16,000 on their services over the past few years, including $10,500 for the latest set of plantings, I did not expect to encounter such issues. When the plantings were completed, I raised a simple concern with the owner, ******, about the arborvitae appearing smaller than the size I paid for. Instead of addressing my concern, ****** got offended, cut business ties with me, and refunded $800 for "perceived" differences and to void the warranty.

  After I left a review, ****** threatened me with legal action and insulted my character multiple times. It was only after I mentioned sending an official request for documentation that ****** admitted he had indeed purchased the trees for $170 each, whereas I paid $296 eacha discrepancy of $1260 including planting costs. This admission came after initially denying any such differences, which I believe constitutes deceptive practices rather than a mere "fault."

  While ****** has agreed to partially refund me the $1260, he is deducting $150 for a service he explicitly stated he would not charge for. Moreover, he is voiding the warranty on the plantings, which contradicts the terms and conditions provided. Given the high cost of the plantings, this is particularly concerning.

  I am worried that this may not be an isolated incident and could reflect broader business practices. I have saved all communications, including emails and texts, and can provide them as proof of my claims. I hope this encounter will be taken into consideration when evaluating Arbortec's A+ accreditation.

  Sincerely,
  **************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21719894

  I am rejecting this response. ****** has partially credited me minus the charge for a service he explicitly noted he would not charge me for. He has finally admitted to deceiving me by purchasing smaller arborvitae than what I paid for, whereas he previously claimed I was perceiving differences and tried attributing the size difference to the height of my sidewalk.
  

  Most importantly, he has not addressed the voided warranty on thousands of dollars worth of plantings.
  
  ****** needs to either honor the warranty or, since he does not wish to return to my residence, arrange to transfer the purchase order under my name at the ********* so I can obtain the warranty from the nursery if needed.

  Sincerely,
  *******************

  

  Business Response

  Date: 06/18/2024

  This customer has been treated fairly.  Our survivability rate on new planting is upward of 95%- water YOUR trees properly and there won't be a problem.  You received $150 worth of services with the shrub relocation and sprinkler repair and I deducted it from the credit. The job we did was excellent, your backyard will be beautiful.  That was the goal!  Our terms and conditions are in place and provide us protection for this reason.  You have been made whole.  Time to move on. Most importantly, don't let this situation live in your head where all you can think of when you go outside is this.  Try a softer touch with the Tree Farm as they may not be as cooperative on call backs/ problems. And please stop brigading us on ************* It weakens the credibility for everyone.      

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21719894
  
  I am rejecting this response because:

  It does not address warranty for my plantings. I dont care much for ****** judgement calls.

  Sincerely,
  *******************