Complaints

This profile includes complaints for Family Tree Care LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Family Tree Care LLC

  7584 Hickman Rd Windsor Heights, IA 50322-4621

  
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  Family Tree Care LLC

  PO Box 3615 Urbandale, IA 50323-0615

  

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:08/21/2024

  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.

  On 8/1/24 I contacted this business to see if they could remove part of a tree that had fallen on my neighbors driveway from the storm the night before. They were able to send an employee out at 12:15pm. When he arrived I asked about cost and payment and was told that the usual cost was $100/hr per man sent for the job and they would send the invoice. I told him to go ahead with cutting the tree down. He said hed get the tree cut and branches moved but would have to return later that day because the wood chipper he had on his truck was not working. The type of tree was a rosebud height was probably about 18 and trunk circumference was approximately 20. The storm split 1/2 of the trunk and that is what had fallen totally blocking my neighbors driveway. The remainder of the tree was still standing. He completed cutting up the downed portion of the tree, cutting the remaining portion down and stacking the debris all within 15 minutes. He did return late afternoon with another worker and they ran the limbs through the wood chiller and were here no more than 20 minutes.I received the invoice for $315 + tax for a total of $337.05. The invoice did not break down the work done and hourly charge. I called the business on 8/15 and asked for an explanation of how I was charged and was transferred. The man I spoke to said that for emergencies there is a flat fee of $315, informed him that I was told what I previously stated above and he said the man that came out was wrong. I also mentioned that in total the job only took approximately 30 min. But the employee had to make 2 trips because the wood chipper in his truck wasnt working. His reply was - Well we could have charged you for 2 trips then. At that point- I knew I wasnt going to get any satisfaction so I informed him I felt he had taken advantage of me and my neighbor and I would contact the bbb. Additionally I am a widow who does not have immediate family in the area and my neighbor is more frail than I am.

  

  Business Response

  Date: 08/28/2024

  Family Tree Care LLC is committed to creating a positive experience for all of our customers. Unfortunately, even though customers agree to our pricing when an emergency exists, there are some that then feel the price is too high after the fact. The dollar amount difference between what the employee told the customer was only off by a total of $15 and she agreed to that pricing.  (The employee inadvertently quoted $100/man hour). Our storm rates are in fact $105/hour per man with a minimum of an hour.  A crew is made up of 3 employees and the necessary equipment to complete the work.     The minimum charge covers labor costs,equipment costs, fuel costs, insurance (workers compensation, liability and auto).   When storms roll through town and cause significant amounts of tree damage, we must pull everyone off their normal workload and send them out to start the storm damage clean up process.   When customers call in to report storm damage and ask for our assistance, we give them an option to get a quote first or to just have the crew come by as soon as possible. Most storm damage calls that come in are done sight unseen homeowners tell us to just come do the work and bill me for the time.  If we are there for an hour or less, we charge a minimum of $315 plus tax.  If it takes more than an hour, we charge $315 per hour for the first hour and then prorate the time in 15 minute increments after that,  plus dump fees if applicable.  We do not offer discounts on storm damage nor do we see the need to prorate our minimum charge.  Most businesses in the service industry have a minimum fee and would find it difficult to stay in business if they charged any less. 
  
  The central **** area has seen an unusually high number of storms this summer that contained dangerous winds and torrential downpours,even a tornado in town. Tensions were undoubtedly high during this time as we were trying to get everywhere at once. I apologize if this customer feels overcharged however, she was not interested in hearing our explanation when she called the office. We would be happy to refund the extra $15 she was charged since she indicated she agreed to a $100/man hour charge for the 3 employees on the job.  ($300 plus tax)

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22171233
  
  I am rejecting this response because: I didnt get an option to get a quote first,******(who answers the phone) didnt tell me this or explain that theres a fixed emergency fee. And the worker didnt tell me that there was a fixed fee of $315. I was told it was roughly a $100 per hour per man. So I didnt agree to a fixed fee of $315. And there were not 3 men on the job. It was the same worker who came back twice and an additional man for the second trip. However the second trip was only necessary because the wood chipper he had on the truck wasnt working and he did inform me that hed have to return. 
  I feel this company totally took advantage of 2 elderly people, myself and my neighbor in a situation that we had no control over. They were not transparent with their pricing and then after the fact it gave them license to overcharge. Once again it took 30 minutes to get the job completed.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2024

  We are sorry to hear that you disapprove of our response.  We do our best to make everyone happy and provide fair pricing for the services that we offer.  It is not our intention to operate as a nonprofit organization but at this time we would like to cancel the billing for the work that we performed on your property.  Fair or unfair, its not worth my time to argue with you over a minimum fee for storm damage work.  Please accept this free service offer to close this complaint.

  Customer Answer

  Date: 09/09/2024

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