Complaints and how we handle them
When a job booked through us goes wrong: how to tell us, what we do, how long it takes, and where to go if we fall short.
This policy was last updated in September 2026. Reach us at (980) 499-5298 or hello@concordtreeco.com.
Starting a complaint
Phone (980) 499-5298, say you have a complaint and that you'd like a callback, or send the details to hello@concordtreeco.com. Give us the address of the property, the date the estimate was done or the work was carried out, what you were promised, what you got instead, and photos if you've taken any. Is the crew still there? Say so, because that gets dealt with the same day.
Timeframes you can hold us to
Inside one business day, somebody confirms we've received it and names who's dealing with it. Inside ten business days, you have a written answer setting out what we found, what's going to be done and the date by which it'll happen. Where the complaint is about workmanship, the first step is a site visit, because we'd rather look than argue. Where the fix is covered, whether by the workmanship warranty the contractor gives or by a manufacturer's warranty, arranging it is on us. Where neither covers it, the written answer says why.
Where the contractor's agreement fits
The tree work is done by an independent contractor under the agreement between you and that contractor. We booked the job and we picked the contractor, so complaints about either come to us. When the issue is the contractor's work, we take it up with them for you and stay in it until it's settled. The referral marketing disclosure describes the relationship.
Taking it beyond us
You don't have to go through us at all. If you're not satisfied with how we've put things right, the North Carolina Department of Justice Consumer Protection Division takes complaints at ncdoj.gov/file-a-complaint. Another route is the city or county permit office that signed off on any permit for the job. Tree work isn't licensed at the state level in most states, which makes the consumer-protection office the correct destination for a complaint we failed to resolve. Nothing on this page takes away rights you hold under your contractor agreement or under the laws of North Carolina.
Storm, wind and hail claims
When the complaint involves an insurance claim for hail, wind or storm damage, the carrier makes the coverage decision and we don't second-guess it. Our role is documentation. We don't rule on coverage, and a deductible is never waived, absorbed or "covered" by us. If you believe the contractor mishandled the claim, tell us. If you believe the insurer did, the insurance department in your state handles those complaints.
What we keep on file
Every complaint goes in a log along with what was done about it and when, and it stays there for two years. Those logs get reviewed whenever we're choosing which contractors stay on the roster. A pattern of complaints means the end of that relationship.