Hansen’s Tree Service

I should have heeded previous reviews before hiring Hansen. I hired them to treat an ash tree that was in distress. «Supposedly» they did but the only evidence I have is that the tree became much much worse. For three days I asked to speak with the arborist who treated my tree. Each time I was advised that he would call me right back. Never happened. Wonder what he is wishing to avoid?
First: their recommended treatment appears to be a failure
Second: customer service is terrible
I regret calling them

We had a large tree fall on our house during a wind storm in May, our insurance company called out Hansen’s to remove the damaged tree from the house. I was so overwhelmed and just wanted the tree off the house that I went along with it without getting other opinions.
Hansen’s sent someone out that night to give a quote but didn’t immediately remove the tree rather said they would schedule a crew for the next morning. No one showed up the next morning and when I called the office I was told that «they weren’t sure we wanted the work completed» so they didn’t add us to that day’s schedule. Didn’t want the work completed? I had a TREE ON MY HOUSE! They came out late that afternoon/​next morning and removed the fallen parts of the tree, but left the split trunk standing and would have to return since they had so many other projects.
Since we now had half of a damaged tree in the yard the insurance required us to live in a hotel until the rest of the tree came down. After calling every day and leaving messages that rarely got returned It took nearly two weeks before they were «able» to get us on the schedule and remove the rest of the tree. After about 4 days the engineers said the house was structurally sound but the precarious half-​tree in the backyard kept us out for longer.
Although Hansen’s knew the project was being paid through the insurance they called promptly when the invoice wasn’t returned within 7 days of receiving it (we were waiting on the insurance check), but didn’t return calls when asking about the work.
During this process we also got approval to have the stump ground out after the tree was down. I called and got «on the schedule» to have the work done but never heard back from them. We needed the stump out before being able to reinstall our fence and deck. We have been waiting 4 weeks to get added to the schedule but there are excuses every time we call… the stump grinder is broken… the scheduler is out… and so on and so on.
I eventually got fed up and found another company that came recommended by a competing tree service. They came and gave us a quote on Monday and are coming to do the work on Thursday.