I hired B&M Tree Services twice. First time went well (after the 2021 ice storm) so I had them back out to trim some dangly branches on a cedar in my backyard affected by the 2023 ice storm and to trim an ash tree in the front, esp. some branches over the sidewalk and street that were making me nervous moreso since my neighbor parks under them (a few years ago a big branch had fallen off that tree onto my driveway so I wanted to be safe about any other limbs). Brack (the owner) was able to come out the same day to give me an estimate, texted me a written summary, and was able to start the next morning. They came out on a Tuesday. His crew were friendly and did a great job. Brack seems very knowledgeable. Two nestling birds were knocked out while trimming the tree in the front and since they were so fragile I decided to leave and take them to Austin Wildlife Rescue before they closed at 4pm, so I paid Brack and left. He texted me when they were finished and said to let him know if I wasn't 100% satisfied and they would come back. When I returned I saw a big branch hanging over the street had not been removed, which was my main reason for having the tree trimmed, so I texted Brack. He said he would return either that evening or tomorrow (Wed.). He didn't return that evening or the next day and did not call or text. I texted him 7:30am on Thurs. to see when they would be able to return. No reply. I texted again after 5pm and he replied right away, apologized for not getting back sooner, saying both his crews were busy, but he would make time for me the next day (Fri.). He also asked if I would send him pictures of the branch, which I did. He replied that it was hard to tell from the pictures and asked if my concern was that the limb was hanging too low. I replied no, that I was concerned about it falling on the sidewalk/street/neighbor's car. Friday - no show, no communication. I texted him at 6:30pm and explained that I can understand if they are busy and that my situation wasn't an emergency, but if you tell a customer you will be there on a certain day the customer should expect some communication that day if a reschedule is needed, that it appears unreliable, and asked if we could try again. Brack replied right away, agreed with me, and said that he has been in pain with a bad shoulder, and that he would "make sure it's taken care of tomorrow one way or another." My first thought which I didn't relay was that it's unprofessional to make his problem my problem, and I couldn't understand how that could affect scheduling a customer and contacting them. "Tomorrow" at this point was a Saturday which was not good for me since I was having friends over who would be parking in the way. I let him know that and heard nothing back. Mon. morning I texted again to see if he could fit me in some time in the coming week. His reply was "Yes ma'am. I'm on a job right now. Let me get back with you. I'll try to come over today." So I gave him some time to get back to me. Monday and Tuesday passed. Wed. morning I finally texted that I wanted him to tell me a day and a time, put me on the schedule, and to contact me if he saw our appointment would be delayed due to rain or whatever. I added that this continued ghosting was unacceptable and that if it happened again I would have to escalate. He replied that he had no jobs that day and would be able to come out. Which he did, finally. He trimmed some things up, but still left the branch over the street. I pointed it out, and he kept saying he didn't see what I was talking about. Sir, there was only one branch hanging over the street. He also said the pictures I sent him showed my neighbor's tree which is right next to my ash. While one of the pictures did include my neighbor's tree they also most certainly did show my tree, and I made sure to include a 2nd pic from an angle where I excluded the other tree. Finally he said about the branch over the street 'oh, that's a live limb I can't cut that because it would put the tree into shock'. I don't know why that wasn't communicated to me up front. I read later that is true, but they also had trimmed other live branches on other trees so I am still confused as to what can and can't be trimmed back. To sum up: While Brack finally made good and came back out, he also ghosted me repeatedly and made sure I will not be a repeat customer. They do good work but communication and consideration is poor. I have only good things to say about his crew. And it was sweet that they were all concerned about the baby birds we found (which turned out to be woodpeckers!). They can certainly take care of your trees, but if you have any particular concerns (limbs over your driveway, roof, whatever) I would recommend writing that down and go over that at the time of the initial estimate to make sure everyone's on the same page, get those details in writing, and stay until they are done. read more