Complaints

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• Initial Complaint

  Date:10/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to start by saying last year I signed up for a service for my lawn. The service last year had included a number of visits to my house to administer lawn work. I can tell you there was once that the rep came to my house and said because I just watered it, it would not work and he is going to skip this treatment and will leave a note on my file. I did not renew my service and in the end of April, they came to my house and administered work without my permission as I was not even in the country. Later they invoiced me for that work and threatened to take me to collections. In order to avoid that I paid it.

  

  Business Response

  Date: 24/10/2023

  I'm sorry the former customer is unhappy.  In an effort to be brief, I will include a transcript of the notes he received from our techs from our system.
  But also a quick summary below.

  I reviewed the account including calls and can confirm all of the applications were done, and the customer agree to everything including terms of service and payment of the amount in question.
  
  I believe the customer may be confusing a conversation about the state of his lawn needing additional treatments, and that the current program he chose wont be enough for him
  based on his level of care (mowing and watering) combined with the intense summer stresses his lawn lawn experienced, and/or is simply recalling the facts incorrectly.
  
  In fact, he had extensive discussions with our office about the additional services that were recommended by our technicians on several occasions as early as August 10th through 08/24 an including his onsite discussion with Chris on his 09/27 visit, all which ended up with him negotiating pricing and eventually declining.  
  
  1. Client signed up late in the season - June.  Program payments were spread out over the visits as a way to spread out billing for client when they dont want to prepay.  
  2. Customer agreed to partnership agreement (terms and conditions) with our company which includes annual service from year to year until they cancel by speaking to our representative.  This was recorded with our rep Said on the phone when he signed up and it was also provided in writing on our confirmation agreement that was emailed to him.  Furthermore it was also provided in writing as a reminder on every service report that was given after each visit.
  3. Some visits were combined to accelerate his program based on seasonal timing and to catch up. 
  4. Our techs documented all visits accurately at the time of each visit, including those when they spoke to the customer on site.
  5. There is no such application that we would not do because he recently watered- all of our communications beg the customer to water regularly!
  6. The only watering request we would make is to water " please after the application", or "hold off on watering for a couple hours after the application until it dries on the plant."  
  But there is no scenario that watering before we come, would cause an issue for us!
  7. The customer did not cancel until after our spring visit.  In fact, he still continued to negotiate a deal for the 2023 season when he called back on April 25th 2023 and spoke with Raj. He did not dispute the charge and actually discussed what method of payment he was going to use, from debit to credit card to paying online at his bank.  In fact this is when he told us he decided to suspend service because he was having a baby this year. Told us "he was happy with the service, but the biggest thing is the baby coming"  He further told Raj: " I will resolve the paymentright away" once we text him the payee info for online banking.
  
  We have been nothing but cordial in this situation. We will not be ******* into a refund for work done and approved, and accepted as such several times (ALL recorded into evidence). 
  
  Any further attempts to disparage our good reputation will be pursued for damages. * ** ********** *** ********* *** ********* ****** ** ***** **** ****** ** **** ** ** **** ****** *** **** ****** ********* ** ** ***** ****
  
  Please judge yourself accordingly.
  Kyle
  

  Customer Answer

  Date: 25/10/2023

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

  Please note when the rep came to our house, neither of us were home, we were away on vacation.  I paid for the service due to them threatening to go to the credit bureau.  They usually send an email saying that someone is coming to the house, on that visit there was no email otherwise we would have called and cancelled.  This obviously is a way to trick clients into signing into a new year.  I have multiple emails letting me know that they will be coming, why didn't I get one this time.  Very unprofessional and it also took them almost three months to respond to my complaint.

  Thanks 
  
  Sincerely,
  
  ****** *********