Complaints policy
When a job booked through us goes wrong, here's how to tell us, what we'll do, and where to turn if we can't put it right.
We'd rather hear about a problem than have you quietly decide never to call again. The steps below are the same for every complaint, whether it's about an estimate, a crew or something we said on the phone.
Policy dated September 2026. Reach us at hello@palmcoasttreeco.com or on (386) 517-1719.
From first call to final answer
Get in touch
Call (386) 517-1719 and say you want someone to call you back about a complaint, or send an email to hello@palmcoasttreeco.com. Give us the address of the property, which day the estimate visit or the work took place, what you were told would happen, what actually did, and any photos you've got. Crew still in your yard? Say that first; we deal with it the same day.
Inside one business day, somebody replies
Someone acknowledges what you've sent and lets you know who's looking after it.
A look before any argument
If the complaint is about workmanship, someone comes out to the property to see it first. We'd rather look than debate.
Within ten business days: a written answer
You get it in writing: what we found, what's going to be done about it, and by what date. If a manufacturer's warranty or the contractor's own workmanship warranty covers the fix, we set it up. If it doesn't, we explain why, also in writing.
Still not fixed? Go over our heads
You never have to go through us. When our answer doesn't satisfy you, the Florida Department of Business and Professional Regulation takes complaints about state-licensed contractors at myfloridalicense.com (look for File a Complaint); the contractor licensing office in your county covers trades licensed locally; and the Florida Department of Agriculture and Consumer Services takes consumer complaints at fdacs.gov (also under File a Complaint). Since tree work isn't licensed at the state level in most states, the consumer-protection office is where an unresolved complaint belongs. None of this takes away any right your contractor agreement or Florida law gives you.
Who's answerable for what
The tree work was done by an independent contractor, under the contract between you and them. We booked it and we picked the contractor, so complaints about either one come to us. When the problem is the contractor's work, we take it up with them for you and stay in the loop until it's sorted. The referral marketing disclosure describes how we and the contractors are connected.
Storm damage and insurance
If your complaint is about a storm, wind or hail claim, remember that the insurer makes the coverage call, not us. We document what happened; we don't decide what's covered, and a deductible is never something we'll waive, absorb or "cover". Think the contractor mishandled the claim? Tell us. Think the insurer did? Your state's insurance department is who hears those.
What we keep on file
Every complaint goes in a log along with what we did and when, and that log stays for two years. We read back through it when deciding which contractors stay on our list; a run of complaints against one contractor ends the arrangement.