What to Look for When Hiring a Tree Service Company

Tree Removal

Mar 18

When you need tree work done for your home, you might wonder, ‘How do I choose the right tree service company?’ It becomes even more challenging when you discover that different companies quote different rates for cutting down the same tree. While it may seem logical to compare companies solely based on price, it's not always that simple. When deciding what tree company to work with as a customer, it's essential to carefully consider the trade-offs between saving money and facing potential risks.

Consider these six factors as you evaluate a tree service company to hire:

Customer Service: Is 100% satisfaction guaranteed?
Insurance Coverage: Is there enough coverage to protect you from financial liabilities?
Credentials: Are you working with licensed professionals?
Quote Language: Are you agreeing to a transparent contract with services and fees described in full detail?
Equipment Condition: Is the equipment well-maintained to minimize accident risks?
Technique: Are risk-averse methods used to protect the crews and your property?

Customer Service

When assessing a tree service company, consider its organizational setup. Is it primarily field-based with just one crew, or does it have multiple crews and administrative staff? Also, examine its online presence. Does it boast a comprehensive website with various communication channels like phone, contact forms, and online chat, along with five-star Google reviews? Or does it rely mostly on word-of-mouth with minimal online visibility? These factors become important when you need to contact the company; you may either contact a fully staffed office for immediate assistance or find yourself calling the owner, who is also involved in tree cutting, resulting in delayed responses.

Also, take the time to read customer reviews and observe how the company handles situations where things go awry. Do they take responsibility and make amends, or do they deflect blame? Given the nature of tree work, some lawn damage is unavoidable, regardless of precautions taken, such as lawn protection mats. Does the company have procedures to address and resolve such issues, or will you need to hire a landscaper to come in with backfill to repair the aftermath?

Why Customer Service Matters

Scenario 1: You take time off work to meet with the estimator at a tree company, who is also the owner and tree cutter, but they don’t show up and are unreachable by phone. What options do you have?
Scenario 2: During your tree work, the crew damages a fence panel and leaves ruts in the lawn. Who is responsible for repairing this damage?
Scenario 3: Upon receiving your invoice, you’re concerned when you notice a charge that you don't understand. Is there someone available to promptly address and clarify the issue?

Insurance Coverage

Tree work is inherently risky, making insurance essential. When requesting a copy of the certificate of insurance (COI) from companies quoting your job, pay attention to the coverage types and limits. Specifically, look for general liability and workers' compensation coverage. General liability protects a company from accident-related costs, and workers’ compensation helps cover medical bills if an employee gets injured or sick from their job. With both policies, it’s not enough to just look for a policy number and effective dates on the COI form. Ask the company to show you that their policies explicitly cover tree work. Some companies may register as landscape businesses to save money, leading to limitations that could void the policy, such as a height clause exempting accidents above a certain threshold.

Beyond these two standard coverages, look for a company with an umbrella general liability policy, which provides extra coverage for costly claims. If an accident is going to happen and heavy machinery, logs, and heights are involved, chances are it will be an expensive claim. And if the claim surpasses the policy’s per-incident limit, then you are at risk for financial liability as the property owner who hired the company.

Why Insurance Coverage Matters

Scenario 1: During your tree removal, an accident happens, causing roof damage and injuring a worker. Despite the company having insurance, the claims surpass its policy limit. As the homeowner, can you potentially foot the bill for uncovered expenses?
Scenario 2: You review a company’s certificate of insurance but are unaware from the document that the owner registered the business as a landscape company to cut costs. Did you know this means that any injury above a certain height makes the policy void, leaving you and the company exposed to potential liabilities?

Quote Language

When reviewing a quote, look for vague statements open to interpretation. While one company may offer a lower price, it could indicate a lack of detail in the services provided. Without clear specifications and terms outlined in your quote, you risk encountering issues later. For example, if you need to prune a tree, did the company send out a licensed arborist to evaluate your tree’s condition and discuss a care plan, or did somebody inexperienced decide what to do? If you need a tree removed, ensure the quote includes details about wood removal, whether it’s included, regardless of the volume, or there is a separate fee. Also, if your job has logistical challenges such as obstacles like fencing, clarify whether the removal and replacement of such barriers are included in the service or require an extra charge.

Why Quote Language Matters

Scenario 1: After completing your tree work, the crew leaves your lawn littered with woodchips and small limbs. Did you sign a contract that specified that all brush and limbs would be removed, or did you assume that cleanup was included?
Scenario 2: You need to remove several large trees, creating a high volume of debris. Will you be charged an extra fee for wood removal if you exceed a specific volume?

Equipment Condition

Look at the condition of the trucks and equipment used by a tree company to gauge their commitment to professionalism and safety. If you cannot see the equipment in person, visit the company’s website and social media pages to see photos. Taking pride in keeping their property clean and investing in regular maintenance and preventative repairs will positively reflect their care when working on your property. Also, read through customer reviews to get a consensus of homeowners’ experiences and whether there is a pattern of shared stories of equipment breaking down on job sites.

A common issue that can happen with tree service equipment is the hydraulic line on a bucket truck breaking from wear and tear. While mechanical issues can happen no matter what a truck’s condition is, regular monitoring can help mitigate the risk of it happening on a job site, which causes oil to spray. Consider if the company has contingency plans if this situation occurs on your property. Is there backup equipment and crews to avoid leaving your job unfinished? And if oil leaks on your driveway or sprays on your house, will the company clean this up?

Why Equipment Condition Matters

Scenario: You hire a single crew company using a bucket truck with a cracked hydraulic line. Despite being aware of the issue, the owner postponed repairs due to the high cost. Consequently, the line breaks during your job, and oil sprays onto your house. Is the company going to clean up this mess? And, considering this is its only truck, when can you expect your job to be completed?

Credentials

Despite the high level of risk involved in the tree service industry, there are a lot of discrepancies between companies and their level of knowledge and acquired credentials. While regulations vary from state to state, in Connecticut, a company must obtain a home improvement contractor license and employ a CT-licensed arborist if they want to advertise, solicit, or contract services that will improve a tree’s condition – things like pruning, bracing, and fertilizing.

In addition to a CT arborist license, some professionals obtain certifications through the International Society of Arboriculture (ISA). But, despite the rules and licensing requirements, many companies operate without any of these credentials every day, and nobody actively regulates this. Consider this scenario: you're seeking quotes for tree pruning, and the cheapest option comes from a company that lacks a certified arborist. While the low price may be tempting, opting for a service without an accredited professional's assessment could lead to compromised tree health and potential property damage in the future, ultimately outweighing any initial cost savings.

Why Credentials Matter

Scenario: You hire a budget-friendly company to shorten a tree growing too tall near your house. Because of the attractive price, you overlook the absence of a certified professional to assess the tree's condition. Consequently, the crew resorts to improper techniques, topping the tree and compromising its integrity. Then during the next storm, the tree collapses onto your house. How much are you saving now?

Technique

The choice of equipment for tree work significantly impacts the cost estimate provided by a company. For instance, tasks requiring a crane automatically increase expenses due to the machinery's high operational costs. While some companies own cranes, others need to rent them, and their operation requires specially licensed and trained professionals, whose time is more expensive due to the job's complexity. On the other hand, some companies may offer cheaper quotes for the same job by proposing to use climbers to rig down branches. However, depending on the logistics of the job, this approach can present increased risks to homeowners in terms of potential injury or property damage.

Why Technique Matters

Scenario: You decide to remove a tree in a tricky spot behind your aboveground pool in the backyard. After receiving several quotes, you opt against companies recommending a crane and instead choose one that will use a climber to rig down the branches, which offers considerable cost savings. However, during the removal, a branch falls in the wrong direction, damaging the pool wall. Now, you’re left with a headache and thousands of dollars of damage to repair the pool and the flooded torn-up lawn.

Let’s Recap

Navigating the process of hiring a tree service company can feel overwhelming, but with a clear understanding of key factors to consider – such as customer service, insurance coverage, credentials, transparent pricing, equipment reliability, and techniques – you'll be better prepared to make an informed decision. And remember, opting for the cheapest option upfront may not always result in the lowest overall cost in the long run.