ComplaintsforWaynes

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed an agreement with *****'s for weed control back in May 2022, noticed near the end of July the weeds were not getting better, only worse so called the office. Asked that instead of spot treatment, the entire yard be sprayed. In August of 2022 we weren't seeing any results and still seeing the yard getting worse. Called the office and asked to stop the agreement and was persuaded by the office personnel to hold off on canceling. Called again in October 2022, with photo documentation with the same complaints and was told to give it a few months before we would see any changes. Waited until February 2023 to call back and note that there had been zero improvement and that part of the lawn wasn't being treated at all. Was told in March 2023 the tech was confused on what the boundaries were for our property and had not been treating a large portion of the lawn we had been paying to have treated. Requested to cancel and was convinced again to stay and they would make it right. Now that our lawn should be out of dormancy, we realized the entire lawn is dead and only weeds are growing. Documented with photos from the time of the original complaint through the present time. Was told by *****'s supervisor *** and *** that the December 2022 frost ruined our lawn, although I've been reporting since August 2022 about the ongoing issues. Still have not had *****'s accept responsibility for their mishaps and would like the entire monetary amount that I paid them returned to me since during the course of our agreement, the agreement was never met. I am including photos of my lawn prior to using ******** photos during the services, photos from present day, and the customer notes emailed to me by one of the office staff from them.

  

  Business response

  07/27/2023

  There was some damage to the lawn from the Christmas freeze last Winter and that resulted in some areas that were very slow to come out of dormancy as we have seen across North *******. *** advised Mr. That he would add an extra fertilizer application at no charge to help the lawn recover in our attempts to save the account. We are willing to ask the ***************************** to perform a site visit and give a third-party assessment of the lawn. We will honor our Waynes Guarantee and return the last paid invoice (invoice # ***-14082599 for $140) since the client is not happy with the results. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called Waynes on 16 Feb 22, to request they terminate my service (lawn/tree/shrub). I specifically requested something in writing after being unsuccessful in speaking to a supervisor. The lawn technician admitted he had gone to the wrong address as there are 3 houses in my subdivision with ********************************************************************************************************** I heard nothing so I called them on 16 Feb 22, and requested they terminate my lawn and tree/shrub service. On 17 Feb 22, I noticed they had billed my USAA credit card so called them back and they confirmed I had cancelled my service. They assured me this would be the last charge. I again requested something in writing and was told it would be sent. I called a third time after not receiving an e-mail. I again asked about why I had not received an e-mail and was told they would mail me a cancellation confirmation via mail. It is now 23 March and I received nothing in writing. Today, a tree/shrub guy showed up at my address and began treating my bushes. I immediately went outside and told him I had cancelled the service and hired another provider. He said he was sent out as maybe a thank you for my 5 years of loyalty? I asked him to stop and leave. He complied and I immediately called them at least 3 times today and I get a recording asking me to leave a message.

  

  Business response

  04/11/2022

  This was clearly a case of internal miscommunication causing the customer frustration. We have canceled his services, per his request, and refunded all outstanding balances.  Details below. 
  
  **************** called on 2/16 wanting to speak with a Supervisor because we serviced the wrong yard and he would find another company. He then called back the following morning on 2/17 and canceled lawn and tree/shrub saying he was fed up with us and found another provider. He then called back a few hours after cancelation about the payment coming off his card and we refunded the amount of $60.57.
  
  
  His lawn and tree/shrub services have now been finally canceled.  Again, this was our internal mistake and we apologize to **************** for the frustration.
  
  
  Thank you.

  Customer response

  04/11/2022

   
  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,
  
  ***************************

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