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Matthews Tree Service complaints

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8398 Schultz Drive
Westfield, NY 14787 | Get Directions

(716) 581-3543

http://www.mathewstreeservice....

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Total Amount in Dispute:
$1,900.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Matthews Tree Service closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Matthews Tree Service

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7/4/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,900.00 Amount Settled: $0.00

Customer Complaint

6/8/2023

Took a tree down at my home in April...did an excellent job...returned a week later and ground stump..left a big pile of mulch in my back yard...now he wants an additional 200.00 for removing mulch from my property...which is full of bug...termites...ants bees and is tracking into my home...and is saying his brother does that part of the business...when I talked too his brother Noah he stated that he would stop and check it out took my phone number and never heard back?? Resolution Sought Give them a call because they won't call me back.im not the only one who has a complaint and the just pass the buck?

Company Response

6/22/2023

Company states; Mr. Sherman. had a large tree and stump removal done by Mathews Tree Service. He originally called the office on 3/25; very nice gentleman who needed the work done on the property that was once owned by his late mother. He was very concerned about a splitting maple tree that he believed wouldn't make it through another wind storm. I then passed his information along to the owner, George Mathews. I had been completely unaware of any issues re: our work until receiving his complaint. George recalls Mr. Sherman calling him directly following the tree removal and subsequent stump grinding, wondering about the clean-up of stump grinding mulch. George explained that removal of mulch is not normally included with stump grinding cost and would be and additional fee of $200. Mr. Sherman agreed but then called back to say that he couldn't afford it at that time and put it on hold. Although Noah Mathews is the one that grinds our stumps; our crew is the one that would have been scheduled to go back and clean up mulch, however and not Noah. I have worked for other tree companies prior to working with Mathews Tree Service and an extra fee for stump mulch is standard practice for most tree services. I do understand Mr. Sherman's concern however as stump mulch can look very overwhelming. I tried reaching out to him on 6/15 at 3:48p after receiving his complaint but he did not answer and voicemail was full. Mr. Sherman was a good customer and we will continue to honor the offer of $200 for cleanup of mulch if he would like us to still come out. Please have him call me at the office at 716-581-3543 and I would be happy to have George get that back on our schedule. Sincerely, Jenni Office Manager Mathews Tree Service

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