I rarely write reviews, but I need to in this case as the company was extremely unprofessional in…read morehandling an issue that arose during their services.
The owner, Matt, was initially very nice and seemed competent so I hired his team for a full day to remove trees from my property. When I did the original walkthrough, I mentioned a very large hanging dead branch that had to be removed - it was over my lawn and created a dangerous situation for my family. Matt agreed and knew it was part of the reason I had hired his team.
When the they arrived, Matt was not present, and had not explained to the team what needed to be done. So I needed to walk them through my property again and tell them exactly what I wanted done that day, again. That delayed them about an hour.
Much of the work was general clearing, but there were three very specific tasks I prioritized - remove two sick trees near my house, and remove the branch from above my lawn. Once this was made clear, they got to work.
About halfway through the day, after the workers finished around my house, I noticed the branch was still there and mentioned it to Neil, the onsite manager. He admitted they forgot and promised they would remove it before the day was over, as they were currently eating lunch. At this point there were still about two hours left on the clock.
With an hour to go, they started cleaning up. At that point I reminded Neil again, and finally, with about ten minutes left, they threw a rope around the branch but were unable to get it down easily. They gave up telling me at exactly 4pm that my time was up. Neil told me he would talk to Matt later, as it was something they forgot to do and then underestimated the effort for when they finally tried doing it. He would not commit to remedying it though, despite the fact that I had mentioned it as a priority when I hired them, and again repeatedly throughout the day.
Almost a week went by, and I heard nothing back from the company, so I decided to call and follow up myself.
When I spoke to the receptionist, Jennifer, she was rude and combative almost immediately, speaking loudly and quickly over me as I tried to explain the situation. I attempted to tell her exactly what happened but instead of listening, I found myself on the receiving end of a rant, which culminated in her telling me she was ready to walk out and quit because she was fed up with all the issues. Not professional at all, and certainly not what I was expecting after speaking with Neil (who handled himself very professionally the day the crew was here). Finally she told me she'd have the owner Matt reach out to me directly.
Matt did call a short time later, and he was also quite rude and curt and told me that Jennifer was frustrated because she was handling a lot of "unreasonable" clients.
I remained calm and explained the situation to Matt, who essentially told me that I paid for time and I used the 8 hours already, so not to expect "free" services. The fact I had hired him for one very specific service that was not done in those 8 hours didn't matter. After much push-back, he begrudgingly agreed to come out and take a look at it, but did not agree to actually remedy the situation over the phone. Matt did come by was able to remove the branch, as it turned out to be an easy job that took him only a few minutes in dry weather (the ground was too wet for the truck the day his crew came).
They left the job unfinished because they forgot to do a major piece of the work, and put up an argument when asked to correct it. I received no follow up after the job even though Neil did report my concerns to the owner, I was on the receiving end of a rant from the receptionist, and I was told by the owner that forgetting this particular item was acceptable because they "receive a lot of requests", I "used my time", and not to expect "free work".
Mind you, of the 8 hours I paid for an hour was spent re-explaining the job to the crew, which should have been done in advance by Matt.
I should also mention that despite Matt promising to haul away the removed trees, Neil told me they'd have to be left on my land as it was too much work to haul them out. So they left large piles of dead trees all over my property which I was later told by another tree company was incompetent and created a snake problem on my land. I now have to pay someone else to remove these mounds.
I do not consider any of this acceptable. I hired this team to do a very specific job within a reasonably allotted timeframe. Matt and his receptionist displayed incredibly unprofessional behavior. And by how ready Jennifer was to quit because of all the complaints from "unreasonable" clients, I am suspecting that I am not the only person they have pulled these tactics on.
I would avoid this company at all costs.
UPDATE: I wrote this review and did not post it, however, I have since heard of people having had similar experiences so I felt it important to warn others.
