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:06/19/2023

  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.

  Contractor gave us a quote to have a tree taken down. Upon arrival he determined in May that he needed a crane for tree. I was told this information via email. I agreed for crane to come. At which time he had now delayed other contractors. I reached out and said other contractors would be in the way. I was told I have no choice and 6/19 was when he was doing the work. On 6/19 I received an email from his wife stating they couldn’t set up the crane because of the other contractors work on job site and are charging me for the time. I attempted to speak to the owner and he was yelling and swearing at me. With f this. This company was contracted to do work they never performed and I have email confirmation.

  Business Response

  Date: 06/20/2023

  To Whom it May Concern at the Better Business Bureau,
  
  My name is Adrienne V*********. My husband, Benjamin V********* and I own VonArbor
  Tree Service, Inc. This letter is in regard to complaint number ******** from ***** ****.
  We have now worked for ***** on several occasions over the last few years. We have always
  had a cordial business relationship, and have completed her work in a safe, timely and professional
  manner. This past May, Ms. **** hired us to remove a large Cottonwood tree in her backyard near an
  area where a new barn was being constructed on her property. The job was originally set for
  Wednesday, May 17th. Upon arrival to the job on May 17th, it was evaluated that the tree was
  completely hollow, and unable to be safely accessed by a climber in the tree. We decided to bring in our
  40-ton crane and certified operator ( which would have added around $ 520 to the expenses of the job ).
  We did NOT change Ms. ****’s quote and honored the original price we had given her. We spoke with
  her son and let him know where the crane would need to be parked on the property in order to safely
  remove the tree.
  The job was scheduled for Monday, June 19
  th with email confirmation from ***** ****. We
  directly emailed her and explained the situation, sent her photos of the condition of the tree from the
  top, and gave her the earliest date we had available. She agreed to this date via email confirmation on
  Thursday, May 18th
  .
  Upon arrival on the morning of June 19th, a large pile of dirt, debris, logs, metal and garbage was
  in the exact spot we made *****’s son aware of where we needed to park the crane to safely remove
  the tree. At this point, her son became furious and began screaming at my husband that “he should just
  move the debris out of the way since he has plenty of machinery to do that”. This was not a part of the
  job contract and would have taken all day. There was no way we were interested in moving their debris.
  We made the son aware that we had to pack up, as both the arborist who would be removing
  the tree and the certified crane operator could not secure a location to safely remove the tree with the
  crane. Ms. ****’s son became enraged as we began to pack up. A neighbor located across the street
  then witnessed Ms. **** come out of her home and begin screaming in my husband’s face that he
  “simply did not want to do the job”. My husband asked her several times to step out of his way and go
  back into her home. The neighbor witnessed all of this and called me to make sure my husband was
  okay after this all occurred. She felt terrible. Her, along with several other neighbors on the street have
  come forward and let us know that Ms. **** and her son are a continuous problem to the
  neighborhood, and that they all steer clear of her.
  I would like to reiterate that NO MONEY has been taken from Ms. **** for this job. Our
  company is in fact now at a LOSS over this, as we have now come back TWICE to complete the job. We
  are horrified at the abusive treatment shown to both my husband and myself of a client that we have
  REPEATEDLY worked for. Ms. **** has called us to work for her four times over the last few years, and
  only when we cannot work safely, and she does not get what she wants, does she feel the need to bash,
  complain, and write false statements about our company.
  The complaint that Ms. **** is trying to post is libel, as it implies that we have taken money and
  not completed a job. This is FALSE.
  Please contact me with any questions. I have also included email proof and photos of the
  condition of her yard.
  Thank you,
  Adrienne V*********
  Owner – VonArbor Tree Service, Inc
  ******************
  (440) 742-9091

  Customer Answer

  Date: 06/20/2023

  I fully expect that I will receive a response of I do not owe anything.  And I want a formal apology, which apparently should also be sent to the neighbors that Ben is talking to me about.

  Business Response

  Date: 06/26/2023

  The former client does not owe any money. However, no apology will be offered on our behalf. We do not tolerate abusive behavior or language towards our staff or management. We have every right to stand up for ourselves and leave any job site we feel is not safe. The behavior Ms. **** and her son displayed was nothing short of abusive and uncalled for. I will not allow my staff to be treated like that.