When something goes wrong
When work we booked hasn't gone right, this is the route for raising it, our deadlines for dealing with it, and your options if we fall short.
The table sets out each step, who's responsible for it and the deadline we hold ourselves to. Two notes follow: one on who answers for what, one on your options outside of us.
Policy dated September 2026.
| Step | Who | By when |
|---|---|---|
| Raise it. Phone (737) 252-6633, say it's a complaint and ask to be called back, or write to hello@georgetowntreeco.com. Give us the address, the date it happened (estimate visit or work day), what you were told would happen, what happened instead, and any photos. | You | Whenever you notice the problem |
| Tell us if the crew is still on your property. That kind of issue jumps the queue. | You, then us | Dealt with the same day |
| A person on our team confirms we've received it and names who's dealing with it. | Our office | Within one business day |
| Workmanship complaints get a site visit. We look before we take a position. | Us, with the contractor | Before the written reply |
| You get a written reply setting out what we learned, the fix we propose, and the date it'll be done by. | Our office | Within ten business days |
| When the repair falls under the workmanship warranty the contractor gave you, or under a manufacturer's warranty, we set it up. If neither applies, you get the reason in writing. | Us and the contractor | Set out in the written reply |
| We log the complaint, what was done about it and when. | Our office | Kept on file for two years |
Who answers for what
The work itself is carried out by independent contractors, and the contract that governs it is the one between you and them. We booked the job and we chose that contractor, so we accept complaints about either. When the problem is the contractor's work, we take it up with them for you and stay in the loop until it's settled. Our referral marketing disclosure lays out the arrangement. The complaint log also feeds our decisions about which contractors keep getting our bookings; a contractor who keeps generating complaints stops getting them.
Going around us
You're never obliged to come to us first. When we haven't put things right to your satisfaction, the Texas Attorney General's Consumer Protection Division takes complaints at texasattorneygeneral.gov (the link is labeled "File a Consumer Complaint"). There's no state license for tree work in Texas, and most states don't license it either, which is why a consumer-protection office is where an unresolved dispute belongs. For a question about code or inspections, the building department at the city that issued your permit is the one to ask. Nothing here takes away rights you hold under Texas law or under your contract with the contractor. One more thing, on storm damage: when an insurance claim for hail, wind or storm damage is involved, the insurance carrier decides coverage, not us. We document the damage; we don't rule on the claim, and a deductible is yours to pay, since we don't waive it, absorb it or quietly cover it. A claim mishandled by the contractor is something to bring to us. A claim mishandled by the insurer goes to the state insurance department.