ComplaintsforF.A. Bartlett Tree Expert Company

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Folks from our local office trimmed our trees in December 2022. We gave the foreman a check in full payment that day. We then received invoices for the full amount from a P.O. Box address in ********, and the check we gave the foreman was not cashed. We contacted the local office, and they said that the check must have been lost, so in February 2023 we stopped payment on the missing check ($31 bank fee), and mailed another check. More invoices, new check was not cashed, so in April we paid another $31 to cancel that one, and I spoke to someone in the local office. She said they did not process payments locally but rather were required to forward them to the *********** office, that they'd had many issues with checks going missing, and that they would deduct the stop-check fees from our balance. I gave her my credit card number, and she charged me the full balance minus the $62 in fees. On June 12, I received a past-due invoice for $62. I contacted the same representative, who said she thought the "remaining" balance had been removed, and that she would follow up with the accounting department. I received another past-due invoice for $62 today. I do not believe Bartlett has any interest in resolving this problem.

  

  Business response

  08/03/2023

  Customer mailed in 2 checks via **** unfortunately the checks never arrived to our home office, Mrs. ********* put a stop payment to both checks, since she is a long term client we agreed to discount the stop payment charge of the 2 checks at $62. Our corporate office approved the discount her account is paid in full, Johanna A**** the admin in the ******** office spoke to Mrs. ********* who is overall very satisfied with our tree work and will be reaching out to us for ***** ****** **** in October. 

  Customer response

  08/03/2023

  The company's description of the situation is incorrect in some details, most significantly the statement that I mailed two checks and that they never arrived. The first check was handed directly to the crew foreperson the day the work was completed. It's my understanding that the local office is not permitted to deposit checks locally and must mail them or ship them by *** to the main office across the country. I also did not state that I will be reaching out for service in October. Although I was satisfied with the work on our trees, I can find another service that has an effective system for receiving and processing payments. The local person whom I've been speaking to has been as helpful as she is able, but she has no control over how payments are handled. I do not require any further action on this matter--just want to make sure the information is accurate.

  Customer response

  08/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

*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. ↩