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:10/22/2024

  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 received a flyer in the mail from Great Oaks Tree Service in late August/early September stating that they would be conducting work in the neighborhood if we would like to have any work done. We reached out to the company and received a quote via email on 06 September with specific instructions stating, "climber will need to rope down limbs in order not to damage the house, pergola (property in general)." I verbally agreed to the quoted amount but never actually signed a contract/set up a date for the work to be completed. While I was at work on 11 September, I received a call from Great Oaks saying that there was an opening for the work to be done. I told them I would check with my wife to see if she could make it home. By the time I got a hold of my wife and let her know, she said vehicles had arrived labeled "World Class Tree Service" and that they had started the work. Upon the company finishing work that day, my wife paid the company $1,000 as an initial payment. I was not able to make it home until after sunset, but upon arriving we found multiple points of damage to our property. Aside from large divots from branches crashing to the ground, our neighbor's yard was torn up as the workers drove lift equipment through their yard without prior permission. The most critical damage was to our front left Renewal by ******** window which was quoted at $1,777 by Renewal by ********. The workers came back a second day to conduct ***** grinding but I sent them away and stated that no more work will continue until the damages have been resolved. I have attempted to resolve this issue through our service representative, *****, ************** and a Great Oaks Manager at ************** but I have not heard anything back after multiple phone calls and voicemails.

  

  Business Response

  Date: 03/12/2025

  Good afternoon,

  My name is ***** *******, and I am the owner of Great Oaks Tree Service.  I would like to officially respond to the complaint filed by ****** ****** with case # 22460194.

  I apologize for the delay.  I was out of town towards the end of the season, and I am just being made aware of this complaint.   I touched based with the customer ****** ****** on 3/6/2025 via a phone call.  In speaking with the customer, I made him aware that in this one-time case we outsourced this job to another company, which was our error.  The customer informed us that he opened the complaint because he was not receiving any timely responses.  Shortly after the complaint was filed, we connected with the customer and agreed to resolve the issues with a company of his choice named Renewal by ********.  During this time the customer called the ******************** to try and remove the complaint.  Great Oaks Tree Service paid Renewal by ******** directly the amount of $1777.00 for the window repair.  We apologized once again to the customer during our call on 3/6/2025 and left the conversation on good terms.  I gave the customer my personal cell phone number and we agreed to keep an open and professional working relationship.  He will consider us for any future jobs, and we look forward to helping him in the future.

• Initial Complaint

  Date:10/08/2024

  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.

  Hired them for extensive tree work on 9/26/24 They finished on 9/28/24 The bill was $24,000. One of the trees that was included in the bill I decided not to cut down but only to trim. To cut the tree down would have cost $1,100 But since I only had it trimmed, the cost was $400 not $1,100. $1,100-$400=$700. So the $24,000 I paid Great Oaks included the cost of cutting down that tree $1,100 which was $700 over the work (just trimming) that was actually done on the tree. They've refuced to refund to me the $700.

  

  Business Response

  Date: 03/12/2025

  My name is ***** *******, and I am the owner of Great Oaks Tree Service.  I would like to officially respond to the complaint filed by **** ******** with case # ********.

  Great Oaks Tree Service was hired by the customer for *********************** to be performed under a quote of $17,300.  When we arrived, the customer asked for additional *********************** and agreed to a modified verbal price of $25,000.  During the work the customer asked if we could modify the *********************** once more and trim a tree instead of cutting it down.  As such we agreed on a refund of $400.00 which we paid with a check.  However, the customer kept saying that we still owed him $700.00.  The customer was very disrespectful, rude, and verbally abusive while trying to collect the $700.00 that the customer claimed was still due in his complaint.  Below are some examples of what the customer said to our entire team which we would rather not repeat; and an email thread of the conversation between great oaks and the customer:

  This will help rebuttal his claim that we still owe him $700.00 which in fact you will see that we do not.

  Please confirm that this response will suffice and resolve this claim to our benefit.