ComplaintsforHometurf Lawn Care Inc

• Initial Complaint

  25/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I cancelled my package with Hometurf last year. The phone attendant was very pushy and aggressive. April 22nd I came home and saw that a lawn application had been completed even though my services have been cancelled. I called today (April 23) to ask why services were provided despite cancellation. Agent tried to inform me that I called last year but did not cancel, which is untrue, then agent lied and said they left a voicemail in February. I have my February voicemails and nothing was received. I insisted on cancellation and said there’s a note on file now and when i asked to ensure there will be no charges they simply said they have to credit card information and then hung up. No confirmation of cancellation has yet been provided and it seems they will still charge me.

  

  Business response

  07/05/2024

  Thank you for your message.  One of our team members will follow up with you.

   

  Hometurf

  Customer response

  07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because no action has been taken by Hometurf and no confirmation provided to rectify their errors.
  
  Sincerely,
  
  ****** ******

  Customer response

  13/05/2024

  I just wanted to confirm that this issue was resolved by Hometurf!
  
  Thank you for all your help.
  
  Arslan

• Initial Complaint

  18/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired HomeTurf Services in 2022 and 2023 ,however after poor service received in 2023 i called to complain and cancel the services. I didn't receive any confirmation i was told all good. On March 14th i came home to a bill for services that day on my lawn. Since i got home later i was unable to call so i called this morning to speak to someone about this bill i got for services i canceled. I was told that there are no notes on my account and that i need to pay the balance or i will go to collections. I requested to speak to a manager, the fm stated she was in a meeting but would call me back. Never got a call back, i called again in the afternoon , spoke with another rep. had to explain everything again as nothing was noted , i demanded to speak to manager. The manager finally got on the phone and stated that nothing was recorded on my file when i called in early fall and this morning. She was extremely **** ************** and will not remove the charges and threatened to send it to collections for services i never wanted . She would not assist, she would not listen. I ended a call and here i am . I refuse to pay for service i cancelled. ********* ** *** ******* * * ** *** *** **** *** ** ***** ****. I want this rectified and invoice at $0. and an apology. The manager stated that the lawn was sprayed at 6 am but in fact my camera shows completely different time.

  

  Business response

  18/03/2024

  Thank you for reaching out to us.  One of our team members will review your concern and follow up with you.

   

  Hometurf

  Customer response

  18/03/2024

  
  Complaint: ********
  
  I am rejecting this response because it doesn’t provide details about my claim on how it will be resolved. I demand that the invoice be voided with confirmation. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  08/04/2024

  Thank you for your response.  Our customer service team is reviewing your account and will follow up with you. 

  Hometurf

  Customer response

  08/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A call was received from Branch Manager to issue a 0 balance on my account and email confirmation was received. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a lawn care plan summer 2022, online, paid in Full. The program was completed. Fall of 2022, I received what looked like an auto renew notification for the next year's program. I contacted hometurf and stated that I was not interested so I wanted to be sure i was not getting signed up for something I didn't agree too. The customer service assured me that it was just a "need to know" if you do renew. I said that I was not interested in any more programs. She assured me it was just the options. Spring 2023 hometurf showed up at our house. My husband approached the worker and explained to him, we did not sign up for any program. The young man said he would let his boss know we didn't sign up for this. NO service was provided at all. I called home turf again and reintegrated my conversation from the fall and they told me was I was signed up. I was furious. I requested proof of this as there was no paperwork filled or signed, and they did not have my payment information. The conversation got nowhere. All they wanted me to do was pay for service we didn't receive. They kept sending me Accounts Receivable notices. I called for a 3rd time and said I am not paying for a service I didn't agree to or receive. The lady I was speaking with said she would cancel the program, but I still needed to pay. I was to receive an email cancellation that day. I told her again was not paying for a program I didn't agree too nor received. I asked if the hometuf does this to other clients? Just send them a bill and hope they pay for it. Well, I am not. I also didn't receive the email. A 4th phone call (Aug 2) I said again, I didn't receive your service and I am not paying so stop ********* me. I said I was not getting off the phone until she cancelled it, and I received the email with proof. I received my first ever email from hometurf. I am a business owner myself and would not treat my customers this way nor expect them to pay for a service they didn't receive.

  

  Business response

  20/10/2023

  We have left voicemails to call us back and speak with the Customer Service Manager, Desiree B., directly.  We can be reached at 1-************. Thank you.

  Customer response

  24/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have them blocked their number, so they are incorrect and not leaving me voicemails.  I do not wish to speak to them ever again.  5 times getting nowhere in previous conversations is enough for me.  A conversation does not resolve them trying to charge me for a service not provided.  There is no contract or signature from me agreeing to this service. 
  
  Sincerely,
  
  Chrystal W.

  

  Business response

  27/10/2023

  Our Customer Service Manager would like to discuss with you.  A phone conversation is required to move forward.  Please contact us at your earlier convenience to discuss.

• Initial Complaint

  13/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hire Hometurf for a season in 2018 we sent money and they start working at summer time. Fertilize the lawn against weed once a month till the end of season. Since then every May month of the year one technician came over and start spraying our lawn. I called Calgary branch I sent email to Toronto to stop working on my lawn. So far is not contract signed by me with Hometurf so every year the same story they came in May and try to milk some money from me. In April 2021 we sold the house and moved out. We were aware about Hometurf style ** *** *** **** ** ** ****** so we called and check with them so was no problem. Next month the technician perform work on the lawn uninvited and left an invoice asking for money on my name. The owner of the house rent the house after purchased so nobody cares about Hometurf. Finally they found me and charged me $100 for work done on somebody else property. They keep calling me every month and now September 2023 put my name on collection for $100 plus penalty for not paying. I called them and once promised me to stop calling me second time my son called same story will stop and so on. So far we did not sign any kind of agreement why they keep asking for money?

  

  Business response

  13/09/2023

  Thank you for reaching out to us.  One of our team members will contact you to discuss your account.

  Hometurf

• Initial Complaint

  15/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payed home turf to come to my house for the 2021 summer season. The spring of 2022 came and I saw someone in my backyard so I called and canceled the service right away explaining I did not sign up for this service. Representative explained he would remove the charges and send me a bill for 75$ for the one service they have now sent me to collections for the amount of 375.00 basically for a full year of service. They tried to explain to me that the charged where based on on individual visits now being charged. But they came to my house they said after I canceled The manager deseria does not listen and speaks over you explaining the same thing over and over. I would like them to remove the entire bill as I did not sign anything or give them any verbal or signed permission to go on my property for the 2022 season.

  

  Business response

  15/08/2023

  Thank you for forwarding details of your concern.  One of our team members will follow up with you to review and discuss your account.

  Customer response

  15/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  deserea called me back and insisted she was correct in the matter and that the charges where valid when I’m fact they are not. 
  

  again I did not give you permission to go on my property. I payed upfront for the 2021 season and you just showed up in 2022. 
  

  when I noticed you came I called right away to inform you. Where you then came back to do another  treatment you tried to charge me for. 
  

  Also I payed 375 for an entire year of service and now your trying to charge me per visit in which costs the same 

  ******* ** ** ********* She does let me finish a sentence and she continues to talk over me and then expects me to listen to her. 
  

  I will not be paying for a service I did not give consent for. 

  Sincerely,
  
  ******* ******

  

  Business response

  31/08/2023

  The bill on the account has been reduced to $218.80.  The bill is only for the apps completed before the tech was stopped on the lawn, nothing else has been billed. The program is continuous and unless canceled by the customer via phone or written request (email) we will service the lawns each season.

  Thank you,

  Hometurf

   

  Customer response

  31/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I payed for my first season upfront. I was not informed when doing so this would be on going. I never signed a contract nor agree to a on going comment with your company.
  to charge someone 215 for two visits when I payed a total of 300 for an entire year the previous season is insane.
  I called as soon as I saw someone on my property and informed you that you made a mistake and I didn’t want this. I’m not paying for something I did not want or need. 
  I will not be paying for this ** * **** **** * ** ***** ******** 

  **** ******* ************* ** ******* ****** *** ** *** *** ******* ******** **** *** ******** ********** **** ********* ***** *** **** ******

  Thank you for your service for the summer of 2021 but I will not be paying for anything done in 2022

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  25/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was a Hometurf customer in 2022 and paid for all services. I chose to not renew their services in 2023 and called the company and informed them verbally of the cancelled service for 2023. I never received confirmation of the cancelled service for 2023. I again confirmed I cancelled services for 2023 in an email sent April 2 2023. Hometurf acknowledged receipt of my April 2nd email cancelling their service in an email from Hometurf dated April 3 2023. On April 6 2023 a service technician applied an application to my lawn - 4 days after I cancelled the contract. Hometurf has billed me for the April 6th application. I have sent emails to Hometurf that included my April 2nd email and Hometurf's April 3 email acknowledging the termination of the contract. Hometurf has not rescinded the charge - they have added a late charge instead. Hometurf needs to remove the charge and any attached late fees and ensure my account has a zero balance.

  

  Business response

  25/07/2023

  Thank you for forwarding your concern to us.  One of our team members will follow up with you.

  Hometurf

  Customer response

  02/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:   I need them to acknowledge that I have terminated all future business with them.   I have made the request to cancel service but they have not acknowledged this request.   I do not need a future service visit and charge - *** ********.
  Sincerely,
  
  **** ******

  

  Business response

  14/08/2023

  We have followed up on July 26th and left a message that the balance was previously removed and we have ceased further services. Email receipt was also sent on that date.

  Customer response

  15/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  20/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a lawn spring core aeration package from Hometurf for 84.69 taxes in on April 22 2023. I was told that the service would commence in June 2023. I was called on June 15th and advised that they would be attending the next day to complete a liquid Aeration. I advised them that I wanted a core aeration done not a liquid aeration. The clerk I spoke with said that they offer both but the core is more expensive and that I should have chosen the type I wanted when I placed the order. I told them that when I placed the order there was no option for the type of aeration, only the option to select "aeration service". I told them that I found this misleading as most would expect a core aeration. I told the clerk not to have anyone come out and to give me a refund to which she replied that they don't do refunds. The clerk then said she would speak to her supervisor. Upon her return she said that options for the different aeration packages are on the payment page of the website. I kept her on the phone and opened the site and proceeded do the steps to place an order and got as far as the payment page, and there were no options for the type of aeration, just aeration services. She again stated that I would have to pay extra for a core aeration. I told her that had the website been more clear and provided options for either core or liquid I would have chosen core and paid the price. However I feel that they are misleading their customers by not being clear on exactly what service you are getting, and as such felt I should not have to pay extra. I further told her that I would contact the BBB to report this *****************. She then spoke to her boss who said I would get the core service for the price I paid, I was not given a date but was told I would get a call 24 hours in advance. I sent an email this past weekend giving them until yesterday to reply with an appointment or a refund, and said I would call BBB if I didn't hear back, which I didn't.

  

  Business response

  20/07/2023

  Thank you for reaching out to us to provide feedback.  One of our team members will follow up with you.

   

  Hometurf

  Customer response

  22/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  18/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We used hometurf lawncare for a lawn care program in 2021. The service was not timely or proving to be effective and I had to call frequently to request additional visits. At the end of the season hometurf sent a feedback survey which I completed and in the comments put something like "I do not wish to use your services next year please cancel". I arranged another lawn care service with ****, a local company for 2022 season. 2023 season begins and **** is providing their service. I get a bill from Hometurf that they visited to provide service. I sent a request to cancel via the feedback form and was not expecting this, also had arranged another lawn care company that i paid in full, i always lay my lawn services in full prior to the season. Everytime they visited my property in 2021 they would and an email, leave a bill and post a sign on the lawn. This was not done on the "first visit" they supposedly made to our property. So I would argue where is the proof they came out to my property other than a date and service logged in their system. I called them to advise them I had requested they cancel their service. And they refused to remove the charges. They have now sent this amount to collections. Under principle if how they operate their business I was not advised as a consumer they were providing their service, so I was not given a chance to even dispute or reiterate the cancelation at the time. It's poor business to not communicate a service, provide such service and expect someone to pay. Especially when I clearly arranged another service paid in full before the spring season. It almost feels like to me the customer, they conduct their business this way as a bully tactic to collect service fees. I'm flabbergasted. Charge is $100.92.

  

  Business response

  19/07/2023

  Thank you for your feedback.  One of our team members will review your account and follow up with you.

  Hometurf

• Initial Complaint

  13/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hometurf Lawn Care are undoubtedly the most unprofessional service I have ever dealt with. Unlike other lawn services I have used, they didn't call to notify me of a service the next day. This was in May, I believe. I had a 100 foot garden hose on the lawn, and they either sprayed and fertilized it too or didn't do a third of the lawn. I called to ask them why they would operate this way. Why wouldn't they ring the doorbell? Why wouldn't they call in advance like other lawn companies? There was a reapplication and a promise to call the day before. They called yesterday (July 10) to let me know that the application would happen today, but I forgot and left the same garden hose on the lawn. They either sprayed and fertilized it or didn't do a third of the lawn. I called and got awful customer service as usual. Eventually, I got a message confirming that the hose had not been sprayed but the whole backyard had been treated. How could that be possible? How can a whole lawn be sprayed when a 100 foot garden hose is sitting there?. Anyway, I called and finally got a manager, who kept interrupting me and talking over me and then dug deep into her customer service training to ask me to not raise my voice, which I had to do because she kept interrupting me and talking over me. I told her that I wanted my services cancelled and a refund for the remainder, ands he said "no". She kept saying that they were going to rectify the situation and that the technician is coming back; I said that no one told me that. I asked why they cannot ring the doorbell like other services; she said that they are not trained to do that, even though other companies do it. The lawn analysis also says that there is crabgrass in the lawn; there is definitely no crabgrass in the lawn, as there isn't even a dandelion. I reiterated that I wanted my services cancelled and a refund for those services yet done. She declined.

  

  Business response

  13/07/2023

  Thank you for your feedback.  One of our team members will follow up with you.

  Hometurf

   

• Initial Complaint

  05/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We tried Hometurf services in 2013 but the quality of service and end results were not as good as we had hoped. Weeds were not removed properly and it was clear that care was not taken to tend to our yard. Therefore, my husband has been tending the lawn himself for the following 9 years. Last year, my husband had surgery so we decided to try their service again but still did not do a good job. We did not join the program this year (2023). However, 2 months ago their associate left a bag of grass seed on our front door. I told him we did not join the program but for some reason, he said we still needed to cancel it.  I asked him to please cancel it for me and he  took the bag with him and left.  On May 23, 2023 I saw a bag of grass seed on our front door again so I took the picture and sent an email to their company mentioning that we did not join their program this year. I requested to have them to check their system in case there was an error and asked to send an associate to pick up the bag. No one replied to my email so I called them and finally had a returned email response stating,  "Thank you for contacting us. Per your request we have cancelled your account. We hope that we can work with you again in the future.  Should you have any questions or concerns please let us know.".  With this response, I thought we were done with this issue! However, I received another email stating "Your Hometurf account is currently more than 30 days past due and has an outstanding balance of $294.82." and Yesterday I received another email asking more ….$300.60 … why should we pay if we didn’t join their program!!!!!! Hope you could resolve this for me. Thanking you in advance.

  

  Business response

  06/07/2023

  Thank you for reaching out to us regarding your concern.  One of our team members will follow up with you.

  Hometurf

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩