Lower Rating

For 26 years the tree service that was supposed to have done the work at my house had a 100% positive rating with the BBB (with 1 review) Now with my review they have a 50% positive and 50% negative rating. I'm not a Grinch. I just expect people to do what they say they will, when they say they will or at least call/e-mail to change things. I guess shaking someone's hand and making an agreement mean little nowadays.