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:03/06/2025

  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.

  On 8/13/2024, Tri-State Tree Service performed tree removal and trimming services at my residence, *** ****** ******, Montgomery, AL. While completing the job at my residence of removing 2 trees and trimming 2 others, the crew tore up the grass in my front yard and destroyed a large section of my curb, which, in turn, caused my monkey grass to die. In addition, the crew left a large limb (see pictures below) that we had to cut up before the city would pick it up. This is unacceptable and I demand that this be repaired. While the crew did a decent job at the tree trimming/removal, the damage left behind from the equipment used is negligent and unprofessional. I paid my balance in full. I contacted the company regarding the incident immediately after the job was completed. I followed up with the company 3 times after that. I never received a reply to my email/concern. They sent a representative from the company to my residence that "the city will repair the curb and that the grass would grow back." Neither of those things has happened. I simply want this damage repaired.

  

  Business Response

  Date: 04/04/2025

  As I understand there were some grass areas that were impacted due to the equipment needing access to do the tree work.  What is discussed during the time of the sale, as well as in our terms of service is that some damages may occur when we take heavy equipment onto a property. We always try to mitigate and prevent, however it is impossible in some cases to have no impact. .  In this case, I've attached a screenshot that shows the curb was already in a very brittle and damaged state to begin with. likewise the picture shows the grass beginning to show signs of issues not related to equipment use. That could be disease, or too much shade in an area and the grass simply dying back.   What i see in the pictures submitted from the client, is not just damage from Tri-State, but rather a long term impact of something going on with the grass itself.  This was explained to the client when the complaint was active. However, he did not want to accept the answers being provided. We do not feel this is the responsibility of the company to resolve. The curb has been neglected by the city or county, whoever is responsible, for obviously a number of year and that's where the complaint should focus. As far as the grass, I believe we offered to reimburse for grass seed to be put down as well as the couple the of grasses replaced since they died back  If we did not, that is still the extent we would go to resolve the concerns for the client.

• Initial Complaint

  Date:11/21/2024

  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.

  On 8/ 29/24 I paid a deposit to tristate tree who said they would cut down a trree from my back yard and place it road side stacked in 4 foot sections. On 9/17/24 they cut down a tree and left a whole tree in 6 and 8 foot sections laying in my back yard. I did nit hear back from them until someone came to the property to demand payment and I told him the job was not done they left a huge tree in my back yard , the man left and today I get a call saying the payment was past due and again I told him the job was not done. I asked for an invoice because I never received one so I thought they were coming back to complete the job. However I was told today they wanted the full amount due and were not coming back to finish the job. I do not even know what is due and how I am going to get the tree they left put of my back yard. I want them to finish the job and place the tree in four foot sections by the road side like was agreed upon and I would like a bill showing what is due when the job is completed.

  

  Business Response

  Date: 12/09/2024

  There was a revisit reschedule immediately after the client called in to let us know the work was not completed to satisfaction.   The work ahs since been completed but Sally refuses to answer or call back so we can collect payment.  

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a representative of Tri State come out to my home on September 24 and I gave him a deposit check to cut down two trees that were hit by lightning as close to the ground as possible and to cut the tree stumps into sections and line them on the Bank of my property, which is on the edge of the county drain lines. The representative, Derrick, had to call the office to ask what to charge and they figured up around four hours of work to tie it up put it on the bank cut it in sections and then lift it with the rope and lay it where it needed to be done. So the price was $2800 for two pine trees to be cut and then dismantled and laid along my property line. The technician came out and just cut the two trees and let them drop where they fell when I went back out. It was all done giant debris field on my property no way for me to clean it up now and he only cut one tree and left like a 6 foot stump did not cut it near the ground. It’s above my chain-link fence and the other tree he cut it halfway so I’ve still got 20 foot of tree out of the ground. I took photos and I sent it to the representative at Tri State and he apologized and said I would be getting a refund on the labor that wasn’t used and they would come back and finish cutting those trees don’t come back on my property. He called me back and said the refund would be 10% of the job which is not how the job was calculated. It was calculated on man hours so there just screwing me big time , and as an insurance agent, now retired for the state of Florida, this is unethical business practice. I would appreciate if you would give a copy of my complaint to the owner of Tri State tree service.

  

  Business Response

  Date: 10/03/2024

  Client called in after work was first "completed" to inform us that it wasn't up to expectations. We immediately scheduled the crew to come back on on their first avail time which was 2 days later.  Before allowing us to come back out she became more upset and refused for us to return. Our sales Manager Scott Reached out and made a visit. They were able to resolve the issue. We will be back out tomorrow to finish the work order to satisfaction as well as offered a discount on the work order

  Customer Answer

  Date: 10/13/2024

  
  Complaint: 22375224
  
  I am rejecting this response because:

  I have not received a return call To confirm when they would come out for a third time to finish the job. I also have not received the thousand dollar refund. They said they were sending.

   

   To confirm when they would come out for a third time to finish the job. I also have not received the thousand dollar refund they said they were sending.

  I have called the office several times asking for management to call me. No one has returned my call. I called the corporate office and complained again, but I’ve not gotten a response that they came out a second time and failed to do what they promised to do. They just don’t care they have my money and they’re just gonna ignore me. 
  

  I have never experienced such incompetence in a business of this size.

  I hope that the complaint aid and getting acknowledgment that I did nothing wrong, they are the ones that did not do the job as contracted And because if they’re incompetence, they are ignoring me, and not returning my calls, which leads me to believe they won’t be coming back to clean up the debris as promised when I filed the complaint with BBB.

  
  Sincerely,
  
  Charlene *********

  

  Business Response

  Date: 10/15/2024

  That is completely incorrect.   We attempted to return the same week of the original job. We called and confirmed a Saturday morning arrival.  We were then cancelled by the client because her husband wasn't going to be home (Even though it was scheduled so her husband could be home).   Two days later we attempted to come back out on Monday to finish but when the crew arrived the husband said to wait because he wanted to add more work. I would assume this was not communicated between the two. So we had to send our sales arborist out for review. I don't believe this complaint is fair against us as it have been very difficult to get a agreed upon date for us to come back and complete the work. All we want to do is finish the original order and move on, however we seemed to be road blocked at every attempt.  I will have Scott reach back out and schedule a time for us to come finish and make sure you the client are taken care of.     In regards to the discount. That is irrelevant to any of this complaint because that is taken off the bill once the project is completed. Once you allow us to return and finish the work, the final invoice will be adjusted as agreed.         

  Customer Answer

  Date: 10/16/2024

  
  Complaint: 22375224
  
  I am rejecting this response because:

  today is WednesdayOctober 15, 2024 it is 11:20 AM.

  The above statement is completely false. They must have me confused with someone else, my husband has never had a conversation with them. I have been the Frontline person they have dealt with.  The only dealings my husband had was phone scheduling the first initial appointment to give us an estimate and deposit payment, which was done with Derrick. I signed the contract, Charlene *********, I had the conversation with Derrick, not my husband.

  They were out here the same week on Saturday (3 days after the first tree cutting) and cut the balance of one tree and cut the 6’ stump of the 2nd tree but failed to cut up the top of the tree that was sticking above the fence line with limbs hanging out toward the county drain ditch.  I sent Scott (mgr,) a text on all this.
  I explained in my complaint that I called the original person that did the estimate (Derick) and told him that the manager, Scott, has not returned my calls about my complaint on Saturday’s work. I. explained to Derick that Scott  promised they would clean up the debris and finish the job and they only cut down the half tree and the stump and left the top of the tree, he said he would pass it on.

  I believe I documented this in my reply complaint but they’re not responding to my calls on coming back and finishing the job. They did come out the same week. They never talked to my husband! They had my husband down as a contact because he initially called and scheduled the appointment.  I still have not received a refund check. They said they sent them out on Friday. It’s been two Fridays now they and I’ve not received a refund nor have I received a phone call to confirm they would be back to clean the debris field. No one has rejected them coming out here the only time I told them I did not want them here was Friday when Ed called and said he would be here Saturday. I said if it’s raining don’t come I don’t want you running equipment in the rain and he said if it’s raining, he will not come, but instead of him showing up, Ronnie showed up.
  All I asked for was an adjustment on what I paid since it was so much work to clean up that  debris field with the two big pine trunks and limbs on a bank that I’m planning to throw dirt on I said no it’s not gonna be the way I wanted it but give me a refund and I’ll deal with it. I tried to be nice and why they want to insult me and be hateful to me I don’t really understand. It’s like I told Scott the manager, business is business and I’ve been in the business industry for 35 years insuring multi million dollar properties for both property and liability  and I take this very seriously .

  Sincerely,

  
  Charlene *********

  

  Business Response

  Date: 10/17/2024

  Here is where we are.   The revisit is scheduled.  The crew will come out and complete the work.  Once finished they will have you sign a written satisfaction of work.   Once the work is complete we will mail outa check for the $1,000 agreed discount.  Thank you.

  Customer Answer

  Date: 10/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22375224, and find that this resolution is satisfactory to me.
  
  

  I would like to thank the Better Business Bureau for their assistance as I know I would not have gotten satisfaction without you.

   

  I called Tri-State’s corporate office after that response from Tri State saying my husband refused them on the property as my husband was never involved in signing the contract or negotiating, he was present and I asked him if the price was OK but that was it.   I asked Tri State to correct that entry and reiterate that had to be a different customer because none of that was true and told him once they did that I would sign off on satisfaction, but that’s never gonna get done the fact that I even got a refund check is shocking! as far as a review for this outfit they failed badly. From management refusal to return a phone call to my constant calling over and over trying to get them out here every week. Bottom line it was the Better Business Bureau that got me the assistance I needed at least it got me a refund, but I’ll make sure no one ever uses this outfit as they are totally unethical and liars.

  
  Thank you and best wishes to all of you helping get justice for consumers.

  Sincerely,
  
  Charlene *********

• Initial Complaint

  Date:08/28/2024

  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.

  Issues arising from the services provided by Green View Solutions LLC , DBA as Tri-State Tree Service. August 9, 2024, Tri-State Tree Service was to perform the following services: Removal of one tree and removal of the remaining stump, trimming of two additional trees and removal of all debris generated from these activities. Tri-State Tree Service failed to attend the scheduled service appointment on August 9 without prior notice or explanation. Despite multiple attempts to contact the office, I was not informed of the inability to show until approximately 3:00 PM CST on August 9. Services were rescheduled for August 15, 2024. During the rescheduling Scott ******** assured me that a discount would be granted due to the failure to perform on the originally scheduled date. As of this communication I have received no notice or communication regarding a reduction of the invoice. Work was eventually completed on August 15- stump removal was August 16. Debris pile removed 6 days later - hydraulic fluid leaked all over street and curb leaving substantial stains. The following damages to the property remain as a direct result of negligence and failure to perform in a workmanlike manner during the rendering of services: Substantial damage to the concrete driveway from negligent tree removal, structural damage to a brick fence wall due negligence in the movement of equipment & extensive damage to the backyard and side yard turf and existing foliage with a failed attempt to correct. Damages documented with photographs via email on August 19. To date, there has been no progress from Tri-State Tree Service regarding the following: Still awaiting remediation of the property damage to the brick, the driveway, the turf and the fluid clean up as well as invoice adjustment. They have not responded to or acknowledged several emails requesting a plan to correct. They have not returned phone calls. When you call them you get a call center in the Philippines.

  

  Business Response

  Date: 09/12/2024

  Good Afternoon, Scott had been in active contact with the client through the entire process.  To Mr. ******** point, there was some inefficiencies with scheduling and due to that fact, Scott offered a discount to compensate for his inconvenience. As expected in our line of work there are factors that can come into play when we work in the elements. However, poor communication was the deciding factor to help assist Mr ******** situation.   The damage was also addressed.   A crew returned to the property following the complaint to "fluff" out any ruts in the yard which again is a standard practice. Because we use heavy equipment, the expectation is set with the client during consultation that there may be visible signs of the equipment after the fact.  most are minor and will dissipate after a week or so. In this case the impressions were raked smooth. Any damaged spots in the lawn were minor and  regrow after a couple weeks on its own. The brick damage was also very minor  it was a $70 repair from a mason that was hired and paid for by tristate.   The fluid leaks Mr. ****** sent picture of were a couple very minor spots and because his driveway was older and dark because of years of build up it would be more apparent if it was attempted to pressure wash just a couple spots on the driveway. We will reach out to Mr ****** again, as at this point we thought the issues were resolved

   

  Customer Answer

  Date: 09/12/2024

  
  Complaint: 22208016
  
  I am rejecting this response because:

  Thank you for the follow up.  Respectfully I must reject some of the response from Tri State.

  I have not had a single contact with Scott since August 9th when they were a no show no call for the original appointment. 

  They have 100% not been in active contact with me and that is an outright blatant fabrication. 

  I have left voice mails as well as email with zero replies from Scott or anyone at Tri State apart from Kris who I believe is the arborist as well as the sales guy. He shared that addressing the damage was a customer service role and that someone would be in touch which has not happened.  If they had been in “active contact” we would not be forced to engage BBB for assistance.
  

  I am still awaiting an adjustment to the invoice and have been since August 9th, 34 days ago.

  The turf has not recovered. Their attempt to “fluff” out any ruts was a half-measure at best.  Ruts still remain as well as a large spot where the turf was totally destroyed.

  They have not addressed the broken concrete in the driveway that was broken by them dropping huge limbs on the driveway.

  I can overlook the fluid leaks in the driveway but would like them to address multiple very large stains in the roadway from the debris removal.

  The did have the brick fence repaired because of Kris (mentioned above) taking action.

  I believe we can still resolve this amicably and I am committed to doing so.

  I would like Scott to set an appointment with me at my home to look at the remaining issues and create a time bound plan to return my property to the condition it was in before they performed the tree work.

  We are approaching 28 days since this work was conducted and I believe I have been exceedingly patient. I am committed to being fair and reasonable and would like to get this resolved without further escalation.
  
  Sincerely,
  
  Chris ******

  

  Business Response

  Date: 09/13/2024

  Scott will be in touch to set up a date and time to meet to review the existing complaints

  Customer Answer

  Date: 09/22/2024

  
  Complaint: 22208016
  
  I am rejecting this response because:

  we have yet to resolve outstanding issue. 
  

  on a very positive note Scott has opened up direct communication with me and I believe we will get this resolved. I will reserve closing the issue until we have actually addressed our open issues but am confident we will be able to do so. 
  
  Sincerely,
  
  Chris ******

• Initial Complaint

  Date:08/13/2024

  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.

  We hired this company to take down 6 trees in our yard. They said they would cut them down in sections and toss the pieces in the woods that are part of our property since we did not request carry-off of debris. We agreed. Only 2 of the 6 trees were cut down in this manner. They others were cut down whole and took down/damaged other trees as they fell. We didn’t love that the workers did that, but there was one that fell partly into a big drainage ditch in front of our house. That is not our property, it’s visible to the neighbors, and they don’t like it because it’s an eye sore. It will also be in the way when the workers come to cut the grass in that area. We let the company know the situation and asked if they would come back and cut the tree up as we had agreed. We also requested to pay for it to be carried off just to ensure it would not interfere with the common area. It had been nearly 6 weeks, and the company had scheduled the job 7 times, and they haven’t shown up until today. In the past, when it passed the quoted arrival time, we would call for an ETA and we told things like “they are on the way” or “they are an hour out”. They ended up never coming and never contacting us to say they weren’t coming. They just kept us waiting. Today, one man showed up and worked for approximately 20 minutes. He then let me know that it was a two-man job and his boss would send a team. We had sent photos, including pictures taken with our drone, so the company should have been well aware of what they were dealing with. In addition, my husband told them about the size of the mess during one of his many phone calls. I asked if the team would come today, and the man said they should. They didn’t. I didn’t get a phone call, email or text from anyone. We are beyond frustrated. We could try calling someone else, but cutting up the tree was part of what we already paid for. Is there anything you can do to help, and to warn people about this company’s business practices?

  

  Business Response

  Date: 09/16/2024

  Good Morning, This must have been a missed communication and will take actions to correct what our client is saying.   We were under the impression the work order was resolved.  We will have a crew scheduled to remedy the complaint asap.  Apologies for the poor communication and missed opportunity.  The office will be in touch within the next day to inform about when to expect the crew. 

• Initial Complaint

  Date:06/05/2023

  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.

  We hired Tri-State Tree Service to clear out branches from several trees on our property. Estimator came out on 5/26/2023 and got our estimate the next day. The service was scheduled for 5/31/2023, and the crew arrived on time and took care of the work quickly and professionally. Once it was complete, we had two brand new 10' high x 12' wide debris piles 1/2 on our lawn, and half in the street, impeding traffic. The crew leader advised us he was putting in a "rush" order to have the debris collected that same day. No show. The next morning, 6/1/2023, I called & was told I "was on the schedule for today". Again, no show. They proactively called me the morning of 6/2 to advise that they were "down a truck", and I was again being pushed out, this time until 6/5. This is unacceptable. Not only are these piles of debris destroying my lawn, but it is creating a serious safety hazard, as 1/3 of a very busy street is blocked for traffic, and visibility as well. We need this company to do their job and get these piles removed before someone is seriously injured.

  

  Business Response

  Date: 06/05/2023

  We are sorry for any inconvenience that we may have caused. We strive to give the best possible customer service. The debris was picked up on 06/05/2023. We will have a manager reach out to you to discuss your experience. 

• Initial Complaint

  Date:05/08/2023

  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.

  Date of service: 29 March 2023 Amount paid: $3,720.00 The business committed to complete removal of one tree and pruning of a second tree. The second tree was not completely pruned to include the entire branch where the marking extended to which was agreed upon during estimate. I've requested a price adjustment and was denied stating that if I want the branch completely removed, I would need to pay an additional fee. Along with that, the business damaged my property and did not adequately fix the issue; instead, they introduced more issues. One picket on my fence door was broken in half. The fix was supposed to be replacement. Upon replacement, the picket was too long and resulted in a curve on the picket without it being fully nailed down and the bottom portion delving into the ground. The door cannot open/close properly as a result – an issue that was not present prior to their “fix”. When I informed the business of the issue, they stated they would come out that week; however did not. When I contacted them again weeks later, another representative stated he would that week. He never did. I sent multiple emails reminding the business of the issue and got a response that the fix was the best they can do and they refused to remedy the issue stating that weathering of the picket will eventually shrink the fence. They’ve since ignored my emails requesting proper fixing of the fence. Business failed to properly address the issues and have since ignored my email. Proposal #16851

  

  Business Response

  Date: 06/06/2023

   Hello.

    I called and left Voice mail please reach me at **** ********.