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:10/30/2023

  Type:Order 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.

  Contract signed to have tree removed and ***** grinding performed. Contract stated grinding would happen through an outside source and up to 2 weeks after the tree removal. Tree removed on 9/27/23 and I used a check to pay the full amount, including the ***** grinding. Continued to receive emails stating that payment was needed for services performed. Contacted the office on 10/10/23 and explained check was given to the crew. Office personnel stated boss often forgets to do something with the checks and would inquire. I asked for the date of the ***** grinding and was told that I would received a return call. Called on 10/17/23 to inquire again for the grinding date and was told that there was not an order for grinding and matter would need to be reviewed by boss. I was promised a return call the next day. Contacted 10/30/23 and asked for grinding date and was told there was not a note about grinding and boss would need to be contacted. I asked for a return call by the end of the day and was told that could not be guaranteed. I asked how I could get my money back to contract my own ***** person and was told a message would need to be given to the boss.

  

  Business Response

  Date: 11/16/2023

  ******,

  It is my understanding that my Production Manager, *********************, met with you in person the day that you submitted your complaint to the BBB and that the ***** grinding was completed that day as well. As was discussed during your meeting with *****, we did in fact have a break down in our process that delayed your ***** grinding. While it did take longer than it should have to complete the work, once I was made aware of the issue, I instructed ***** to send someone over to complete the ***** grinding and asked him to meet with you in person to apologize for the inconvenience and explain what happened.

  In reading your complaint, it became obvious to me that we used "the boss" as an excuse for the delay. This bothered me as I wanted to find out who "the boss" represented. Was it referring to our Crew Leader, Production Manager, or me as the Owner. We take all criticism serious and expect it to be an opportunity for improvement. I have instructed those who answer our phones, to have more ownership in problem solving, and have made sure that they understand the correct escalation process that I expect in my company when issues like yours come ** in the future.

  I had hoped that with the completion of the job, and ******* visit with you and your husband, that this review would have been removed or at least noted as resolved. Please know that I care about my clients and me and my team work hard to provide a 5-star experience. I am very sorry that we failed to provide you with that experience and I promise if given the chance you will see that we listened and that things will go smoother next time.

  Best Regards,

  ***********************, Owner
  Monster Tree Service of South Charlotte