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:09/24/2024

  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.

  I received a bill dated 6/25/24 for unauthorized tree spraying at our cabin. They had sprayed in ************************************************* 2023. I did not authorize them to spray in 2024 but they did anyway and billed me for $892. I have not paid this invoice. I have left 3 telephone messages on 8/12, 8/20 and 9/19, sent 2 emails and wrote 2 letters, 1 which was by certified letter but have not heard anything from them, except from them to continue to send me invoices. I want them to credit my account $892 since the spraying was not authorized.

  Business Response

  Date: 11/13/2024

  Here is what I let him know and I'll forward our correspondence as well.
  thank you

  Hi *****
  I am happy to provide that.  You have failed to answer my questions which would lead to that. 
  We mailed a letter in 2022 with your contract that we were going to an auto renew system.  In 2023, we stated the same and you asked to be skipped, but be contacted in 2024.  We mailed and emailed you the letter several times in 2024. stating we were coming to do the services listed, unless we heard from you.  You said you received the communications.  If you didn't want the service, why didn't you let us know like the year before?  Again, you are in the middle of nowhere and a special trip was made to spray your trees.  I'm not saying you asked for it or signed anything, but you failed to respond to saying we were coming out (which you asked us to contact you or your account would have been cancelled), which in our book means you want the service. Now you have contacted the BBB to file a complaint, I see where we did nothing wrong. 
  Thank you
  ***

  ---------- Forwarded message ---------

  From: Rutsu Office <************************************************>
  Date: Wed, Oct 2, 2024 at 10:28 AM
  Subject: Your trees in **********
  To: <**********************************>
  
  
  Hi *****
  Sorry it's taken me so long to get back to you. As you know, the summer season is very busy for us.
  First of all, thank you for your years of business and letting us protect your trees.
  I'm sorry to see our relationship end this way. We are a family owned business and are here to serve our customers. Over 99 percent of our customers asked us to keep coming back to protect their trees, so we went with the auto renew system a few years ago to save ourselves and our clients time.  We mail and email a letter in February and March stating "These are the services we have scheduled for you... If you have any questions, do not hesitate to contact us."
  So that's what we did at your house.  We went and sprayed the trees, same as we have been doing for many years (except last year.) 
  Why didn't you simply reach out and say you didn't want the spraying this year?  We would have simply cancelled your account?  Why didn't you want the spraying done?
  Thank you
  ***
  
  --
  Thank you,
  The Rutsu Office
  Home of Preventive Tree Spraying, Vail Turf Masters and Prima Plant Services
  **************

  Customer Answer

  Date: 11/25/2024

  See Attached Document.

  Thanks you for the letter of November 13, 2024 regarding the above complaint filed against Rutsu. I have also received the same correspondence from Rutsu. After reviewing the different

  options available, I decided to go ahead and pay the invoice rather than try and fight it out in small claims court. It seemed to me that to the owners of Rutsu, it was more important for Rutsu to be right then to try and work with their customers. ********************** deserves the lowest rating given by the BBB.

  Thank you very much for your help. Very truly yours,

  ***** P. ********

  Customer Answer

  Date: 12/12/2024

  RE: Complaint ID: ******** **************

              Thanks you for the letter of November 13, 2024 regarding the above complaint filed against Rutsu. I have also received the same correspondence from Rutsu. After reviewing the different options available, I decided to go ahead and pay the invoice rather than try and fight it out in small claims court. It seemed to me that to the owners of Rutsu, it was more important for Rutsu to be right then to try and work with their customers. ********************** deserves the lowest rating given by the BBB.

  Thank you very much for your help. Very truly yours,

  Customer Answer

  Date: 12/27/2024

  Better Business Bureau:

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********. I understand that because I have decided to not pursue arbitration that BBB will close my complaint.

  Regards,