ComplaintsforFairway Lawns, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Originally had a employee from fairway lawns knock on my door and we had an agreement for treatment of my lawn which would be 6 main treatments broken up across a year and unlimited weed killing treatments for the year that I could call them to have treated over the lawn. We agreed on a set amount and I paid in full for the year! The treatments came and I called several extra times about having the weeds killed that they didn’t kill on the initial treatments. My lawn had been newly installed to which I have the receipts for and over the year I noticed the yard becoming patchy like something was killing it. They notified me I had a balance and I called to speak with them asking for a manager to walk my lawn with me to point out that I shouldn’t have dead spots in the front lawn that there seems to have been something happen via treatment. I was assured that a manager would come out and walk my lawn with me to talk about what could be done. I explained that I wanted to speak to the guy walking them lawn before treatment but that I would pay for my bill that was the initial agreement when I started. The guy on the phone agreed and took a payment. No manager called or ever came out to which I then called them up asking what happen and they said they were sorry for the delay but that the manager would contact me and come out. They said they made notes on my account which weeks had gone by at this point. They then treated my yard against what was agreed since the manager had not come out to walk the yard with me to see what could be done. I called back again saying I wanted to have the manager walk the yard with me to see what could be done and yet again they said one would call me to come out. They treated my yard again and then billed me for it. I then called saying I don’t have a bill I have the originally agreement from the year before which I have made the payment of. I asked for a manager at that time to call me and I have called again today asking again for a call!

  Business response

  07/31/2024

  We apologize that not all the calls were properly documented. Specific coaching will be done. The manager will be reaching out and will get out to see the customer's lawn yet this week.  We want to make this right. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed up for weed control, first visit, tech came out to the home, I work from the home, and my office window is of the front, when the tech arrived, I went to put on my shoes and walk outside to talk to him about our yard condition (this was literally less than 2 minutes). He had just stuck a sign in the yard, and was driving off . He never treated/sprayed the yard. I immediately called corp and reported this, the representative stated he could see he was only at our house a couple of min. and that he would have to report this to the manager of the area, and he would call me back. I told him to cancel our service, we will go with another company, but I still wanted to speak to manager bc I did not want to be charged. No one ever called and we never seen or heard from anyone again, this was back at end of April. Now fast forward out of nowhere, I get a notice from a collection agency for 104.00 to pay for a treatment that we never received! We never received any correspondence from the company stating that any amount was owed until they sent us to their collection agency. I have called again since receiving notification and was told I had to have a manager call.... once again no one call, so it is impossible to resolve this billing error.

  Business response

  07/23/2024

  We have fully credited ** ****** account so there is a $0 balance. We have notified the collections agency and asked them to send her a letter confirming that no action is being taken. 

  Customer response

  07/29/2024

   
  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.

  Thank you Fairway Lawns for reaching out to me and resolving this matter.
  

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a service I did not receive. I spoke to ***** who said that I would be receiving a refund within 3 days and to call back if I did not receive it. A week later I still had not received my refund so I called back and was told ***** would call me back. 3 days later he had not called, I called again and spoke to ******* who informed me there were no notes on my account about a refund and that he would have his manager call me. No one has called and no refund has been issued. This company is a scam. Others have said the same.

  Business response

  06/24/2024

  This morning, on June 24, 2024, we have issued a credit of $108 to the customers credit card on file. We regret that she had a poor experience. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Until recently I used Fairway Lawns for my lawncare. On Feb. 22, 2024 they pre-treated my lawn. On March 27 I contacted them due to weeds popping up in several places around my lawn. They came out the next day and re-treated my lawn, however, on the following day I noticed they had charged my bank account for another visit. I contacted them and was told that since it had been more than 25 days since the treatment I would have to pay for another visit. I questioned how I was supposed to know there was an issue since nothing had started to green up until later in March, but they stated that is their policy and they couldn't/wouldn't do anything about the additional charge. I told them to cancel my service, and that I would not authorize anymore treatments, or payments to them. I have since contracted with another service provider. On May 10 they came out and treated my lawn again, without my permission, and have charged my bank account for another treatment. I have disputed this charge with the bank, but I feel that they should refund both the charge from March 27, as well as the May 10 charge.

  Business response

  05/10/2024

  The second one was past the 25 day window but the agent did not explain it. We did not realize the customer wanted to cancel. However, both of the last two charges have been refunded. 

  Customer response

  05/23/2024

  I filed an earlier complaint against Fairway Lawns in Springdale under case ************* . They responded and agreed to refund the charges for 2 visits to treat my lawn. They refunded one of the charges 3 days later, however, I still have not received the second charge of $56 refunded to my card and it has now been almost 2 weeks later.

  Business response

  05/24/2024

  ** *********, our most sincere apologies.  We issued two credits. Because of an odd timing feature in our system, one did not go through. A check #6140 for $56 has been mailed to you today from Little Rock, AR.  You should receive it early next week. Again, we regret the inconvenience. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Started a new weed control service from fairway 4/29/24 and paid for the rest of the year to save an extra 5%. Couple days later received a text from the tech that he would be out 5/2/24 for my first treatment. I was at work and never heard from him. That afternoon it started raining so I figured they would reschedule. I sent him a message when I got home to ask when he'll be able to come back out. I got a message the next morning saying he had come out at 10:07 the previous morning. I checked my camera and like I thought, nobody showed up. I checked the report on my fairway account and had a list of services "performed" which apparently only took about 10min to treat 4500 sq ft in the front with liquid and granular fertilizers. Also had the nerve to try and upsell for weed treatment that isn't covered in there weed control program and said the grass was overgrown and needs to be mowed, It was mowed 5 days before. Definitely not a great first impression so assuming that would continue for future treatments I called and cancelled the program but was told I had to pay for the service that was performed even though it either wasn't performed at all or not at my house. I have a partial refund but would like the rest. Everyone in my new developing neighborhood will know to avoid fairway.

  Business response

  05/07/2024

  Unfortunately, we did treat the wrong yard.  We have fully refunded *** ******. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fairway lawns charged me for services that were not provided. No contract was signed too. Now they have sent my account to collections. I informed them multiple times on the call about the discrepancy in the account and they mentioned that they will look into it but no action taken from their side. If it ends up on my credit report I will plan to sue them for all the damages

  Business response

  04/11/2024

  A credit has been issued and no balance is due. The customer is no longer in collections.  We regret the confusion that occurred when his account was changes incorrectly to a program he did not want. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a residential customer of Fairway Lawns for more than 10 years. Fairway changed their billing process about 4 years ago to NOT sending a bill by post but rather emailing the bill. I don’t use personal email. I discussed this with them immediately after their announcement and they agreed to continue to send my statement by mail. This lasted a month. For 4 years nothing has worked. Fairway does not listen. Finally, in Dec. 2023 I canceled the service by phone and I wrote on my final statement to CANCEL any further service. Fairway did NOT provide service in January, February or March 2024 as anticipated. On March 19, 2024 Fairway billed me $211.00 for 2024 services NOT REQUESTED and NOT PROVIDED. Again, I called Fairway and they promised to take care of their mistake. April 1,2024 they turned this over to a debt collector. Again, I called Fairway but their manager **** ****** had no time or interest in speaking. You would think after 10+ years of on time monthly payments the company would be must more respectful and appreciative of the $1000’s of dollars I have paid as a good customer. My suggestion is NEVER use Fairway Lawns…there is no management just vacant words.

  Business response

  04/09/2024

  Our Call Center Manager reached out to the customer, adjusted all charges and removed her from collections. Explained the invoice process as she was on a subscription plan.  She reinstated her service as a regular program so she gets invoices with each visit.  We also made sure she'll get paper invoices. She spoke highly of our technicians and call center. All is resolved. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to do monthly treatments of my yard. They were scheduled to come February 1st. I was here at home and didn't see anyone and noticed a sign in my yard. So I went to look at the security cameras and they did not enter my front yard nor my backyard. So out of curiosity I went and looked at the other dates they were scheduled to come and again the cameras have no footage of them entering the yard at all. I want to cancel my services and want a refund. I saw other people have had similar complaints. I called and was told a manager would call me back. I did not receive a call. So I called again the next day and they told me again they would have a manager call me. This company is a scam.

  Business response

  02/20/2024

  We have reached out to the customer several times to resolve and discuss the issue but the customer has not responded.  Our system allowed us to refund $42 and we have credited her account with $42 as well.  We are happy to work with the customer further if calls are returned. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2023 I spoke with my technician about weeds growing in my lawn. He said it was Dallas weeds and the only way to kill it is to use round up weed killer. I said it would kill everything around it he said yes but they would come back later in October and do aeration and over seeding to fill these spots.. I asked to do a spot and let's see what it would look like which he did and it did kill everything. Later when he was doing another treatment I agreed kill the weeds with roundup and I would do the over seeding to regrow the grass. It killed the grass and left dead spots. In October they did the over seeding but the dead areas did not fill with grass. I called emailed text and would get a response from them promising a call back from a manager it never happened I would email about this issue through the site and would get a call and be told a manager would call me to discuss but no actions were taken on the companies end.. October November December.. finally in January 2024 I get a call but It was from the technician.. he said he was told if he credit the balance off they would cancel my service well credit the fee $350 and cancel my account. It's too late to redo over seeding due to the season timeframe..at this point I want the balance zeroed off due to this issue not being responded to or rectified. I have dead spots throughout my lawn that I am going to have to resolve because of the companies lack of performance.. no one took the time to contact me from October 2023 until January 2024 and to be told they can't do anything but cancel me if they credited the account.. the company wants me to pay the bill but not get the service please credit the balance of $350 and cancel my account

  Business response

  01/23/2024

  We have talked to the customer and agreed to credit the $350 outstanding charge and have closed his account. 

  Customer response

  01/23/2024

  
  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.
  
  Sincerely,
  
  Anthony ********

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I contacted Fairwsy for service I specifically asked my account be noted as follows 1. Give me a days notice of arrival ( phone,email,text) so I can have pets inside and gate unlocked. 2. On the FIRST application,before starting,knock on the door and let me speak to the tech about a area of my yard. I'm tetired and always here. The very next day after calling them to agree to the estimate they showed up. They did not approach the front door and climbed over the locked gate to spray the yard. When I called the office to let them know I don't appreciate them climbing over a locked gate to make a profit they just canceled my account. It seems I asked too much of a company that appears solely driven by profit.

  Business response

  03/07/2023

   

  Mr. ********,

   

  We apologize for any inconvenience we have caused. I reached out to your local manager to contact you. Unfortunately, he was unable to reach you and left a couple messages. We went ahead and credited the application cost. We would love to speak with you to try and resolve the issue further. Please feel free to contact us at 1-800-***-****. 

   

  Thank you,

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

*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. ↩