ComplaintsforSuperior Services of Central Florida, Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Very bad service for lawn care, very dissatisfied and canceled service, technicians did poor job of killing weeds etc, ended up doing it myself. We pay by the year and was not told that they do not give refunds. After waiting for refund which did not come I called and was told they do not give refunds, I was not told this when I first started using the service. I refuse to pay for inferior service! If anyone inquires about this service they should be warned that the service is not what you pay for.

  Business response

  08/15/2024

  We have serviced this clients home & property since February 2015. For the past 9 years we have serviced our client per our agreement which includes pest control, lawn service and irrigation maintenance.
  Our agreement states Superior agrees to service your lawn for a minimum of 12 treatments each year also Anytime you feel the need for additional services we are only a phone call away and as always Service Calls are UNLIMITED & FREE of charge. This agreement does not include turf replacement. Our program along with proper watering and lawn maintenance (mowing & trimming) helps to prevent unfavorable conditions. We only service their irrigation for repairs and adjustments, we do not mandate when it is used. Our agreement also states I understand that proper watering of my lawn is critical to the success of this program. It is equally important that my irrigation system has the proper coverage as Chinch bugs are attracted to hot, dry areas. 
  There are many factors that are out of our control, weather conditions that cause stress in a lawn. For example, this year alone, we had a 7-week drought in May into June. Following this drought, we moved into the normal Florida weather of being wet and humid. All of these conditions can cause stress in a lawn that we work with on a monthly basis. Stress in a lawn creates opportunities for insect activity, fungus and disease causing damage to the lawn which then allows weeds grow and germinate. 
  Our agreements are a one-year commitment as stated on the agreement that the client and Superior Services representative signed back in 2015. Client renewed services in February 2024, which they have done every year since we started. When renewed this starts a new year under the same agreement.
  We will be glad to move any unused portion of the clients lawn services to their pest control service and extend that service.  We stand ready to service the client with our home pest control service. We have had the clients account on hold since July 2, 2024 when they called to cancel services.
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Superior for yard *********** control & fertilization. They locked me into an annual contract & after giving them 6 months to work on my lawn, my lawn is destroyed & covered in weeds. All grass was being completely smothered by weeds & was being choked to death. I spent a week weeding the yard & removed 7 bags full of weeds from my small yard in order to attempt to bring my grass back to life. I explained all of this to the manager **************************** refuses to let me out of the contract & refuses to refund the remaining 6 months of pre-payment. This is completely unethical as I have been paying for this ************ has destroyed my lawn rather than brought it back.

  Business response

  12/22/2023

  Thank you for the opportunity to address our clients concerns. The client and Superior Services entered into an agreement in July 2023 due to a concern of a lawn destroying insect attacking her lawn causing damage to her lawn. Our agreement that I have attached to this response states a few key points that the client has brought up. I am concerned that our client has claimed this to be completely unethical. We have followed our agreement completely. Results are always difficult to determine due to the fact we are working with a living organism (grass) and many factors that can affect it.
  
  The agreement states **************** and/or treatment for fertilization, lawn destroying insects, disease & fungus and limited weed control. Superior agrees to service your lawn for a minimum of 12 treatments each year. It goes on to say in our section listed on the lower portion of the agreement, bullet point # 3 Weed control *** not be performed for the initial 2-3 months due to possible lawn stress. Favorable results *** take 4-6 months, or in some cases longer. 
  
  The reason these notes are made on the agreement is to inform our clients that these things take time. Along with our treatments watering and mowing are also a crucial part to the success of the clients lawn. We do not perform these services for the client and recommend these areas get reviewed as well as our continued efforts in improving the conditions.
  
  We have provided services monthly for this property per our agreement and we stand ready to continue services on the clients property and will do our best to improve the conditions of her lawn.

  Business response

  12/22/2023

  Signed agreement and work order

  Customer response

  12/22/2023

   
  Complaint: 21029877
  
  I am rejecting this response because:
  The services provided further destroyed my lawn & my entire lawn was covered by weeds choking out any grass that remains. I spent  a back breaking week pulling weeds by hand from lawn & still havent been able to remove them all. I dont want to have to continue doing this & paying for a service that is not addressing the issues with my lawn. Superior is simply standing behind their contract & not providing the service & treatment needed for my lawn. They continue spraying the same thing each month which is not working for my lawn. I want to end my service & I would like the remaining 6 months refunded to me. 
  Sincerely,
  
  **********************************

  Business response

  12/29/2023

  Thank you again for the opportunity to address the concerns. We have been honoring our agreement by providing services monthly as described in our agreement. We continue to treat the clients property and we continue to honor our agreement. We have a detailed record of what we have applied monthly to help the recovery of the clients lawn. We stand ready to service and fulfill our agreement to the client. We do not offer a money back guarantee on our agreement. Please allow us the opportunity to help with the recovery of your lawn.
  

  Customer response

  01/09/2024

   
  Complaint: 21029877
  
  I am rejecting this response because: the company's treatment of my lawn is completely inadequate at addressing the problems with my lawn and instead of repairing it, it is damaging my lawn & causing me to have to work to restore it.  They continue to perform the exact same treatment each time when I have informed them repeatedly that their treatment is not working & instead, is having the opposite effect.  When the company refuses to create a treatment that is appropriate & correct for the unique issues to each lawn and instead continues to apply the same thing to each lawn despite there being different issues in each lawn, that is not addressing the problem that they were hired to fix.  Just because they stand by their contract by locking me into a year long contract for services that aren't being rendered, that does not make a business a good business.  A company should be able & willing to change their approach & treatment plan when the treatment is not helping to correct or treat the lawn they were hired to treat.  I would like them to refund the remainder of my agreement with them so that I may hire a company that is able to treat my specific lawn problems.  ************ is not able to do so as they have proven over the past 6 months.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Secured pest control service with this company 2 weeks ago to solve several issues, one being Ant's in the house. The Salesman, Josh C***** came out to the house and gave us the sales spill about Superior. (Never mentioned all the BBB complaints they have) Anyway, he specifically said to me...If you have ANY issues, call us and we will schedule an appointment and return to spray. Today - 8/31/23 - we came home to a kitchen wall covered in ants. I called Superior and the girl Catilyn (Probably spelled wrong) answered and was immediately defensive. I explained to her the situation and without even hearing me all the way out, she abruptly stated " we're not coming out to re-spray, you have to wait 14 days! My problem with this is a few things. First of all, her customer service skills are horrible. As a client/cust***** I expected a friendlier tone and maybe a kind explanation. It was a flat out we are not returning. The second issue I have is the salesman's never told me anything about 14 days. I called back after hanging up to find out the owners name or a supervisor and the same girl told me nobody was available and she couldn't give out that information anyway ( are you kidding me?) Terrible customer service and all I want is to cancel and some portion of my money back. The majority of the homes in my gated community use this service but I'm putting out a news letter today and referring the new company with 5 Stars consistently. I'm a reasonable person, this could have been handled much differently by employee. Goes to show how much emphasis they put on this skill - ZERO

  Business response

  09/20/2023

  Tell us why here.Thank you for taking the time to address your concerns through the better business bureau. As we have discussed over the phone when addressing your concerns originally, we stand ready to serve as stated in our agreement. We performed an initial new service on your home on August 25, 2023 and completed our service of interior & exterior treatments for pest activity. Once this service was complete, we followed up with an email that stated “Completed initial pest control service. Treated interior and exterior. Please allow 14 days for products to take full effect. After that, we are just a phone call away to take care of further pest issues. Thank you for your business! Treated ant mounds in yard. Please allow 14 days for product to take full effect. Thank you for your business!” Our general practice is to also explain this information to our clients at the time of the service. Our agreement also states “Any additional service needed is unlimited and free of charge for the term of this agreement within label”. We must follow a label when applying products and materials to treat for insects. This is why we ask that you allow 14 days for the product to take full affect. We have completed a full pest control service on your home and have fulfilled our agreement to date. We stand ready to service your home for the remainder of the agreement. We do not offer a refund on services completed. Thank you, Rich..

  Customer response

  09/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: Rich is missing the point of my complaint. Funny enough, he failed to mention anything concerning the issue with "customer service" over the phone with the young lady who took my call. Also, on the company brochure the sale guy Josh gave me - it mentions NOTHING about 14 days, at all. Very misleading. Again, when I called I was treated very badly by someone who supposed to represent your company. If trained properly, should could've explained all of this in a calm manner, she chose not to. Rich never mentioned her failure in proving me a contact name and number for a supervisor instead telling me "she can't give that info out!"   
  
  Sincerely,
  
  ****** *****

  Business response

  09/27/2023

  Thank you for your follow up response. When our representative Josh spoke with you by phone he apologized for the lack of customer service you felt you had received. We continue to work with our associates on how to process the information when clients call in for services and always find ways to improve our customer service skills. I did not realize you needed me to respond to this through your BBB complaint. Our representatives are instructed not to give out personal phone numbers, however she did generate a service call for Josh the pest supervisor to call you, which he did. My initial response was in reference to the actual agreement you signed and the service you received on your initial treatment. We do not offer refunds on completed services when performed as per our agreement. We continue to stand ready to serve you should you need us per our agreement.
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business (aka Superior Services of Central Florida) has failed to correct the problem of grass dying in patches throughout our lawn which has gone on for over a year. Superior has sent reps several times, took pictures, and each rep advises there is a different problem causing the situation. Their recommendations for adding more watering proved fruitless as did all of their efforts to treat the problem. We believe it should have been properly identified and corrected before our having to replace the sod at great expense which we are now in the process of doing lacking their responses. We also understand that sod replacement is excluded from the annual contract; however, since Superior has been negligent in their services they should be liable for the costs of correcting problems they failed to correct. The following message was sent to the business on their website 3/17/2023, but they have failed to reply: “You have been providing lawn care & pest control services to our property since March, 2010- over 13 years. For more than a year now we have experienced dying grass in several areas and your repeated efforts to correct this problem have failed. The dead areas have only spread and we have reached the point where sod is required to replace the dead grass as your treatments & recommendations have been to no avail. We just received an estimate of $1100. to replace the dead grass and feel you should pay this amount based on your failure to correct the problem. Alternately, we would be agreeable to you handling the sod replacement. Lacking same, we will have no choice but to take whatever further legal actions are needed. Your immediate is awaited! “Above message sent to Superior Services on their website under contact on 3/17/2023. Acknowledged: “ If you have any questions/comments, please fill out the form below and one of our associates will contact you as quickly as possible. “Thanks for contacting us! We will get in touch with you shortly.”

  Business response

  04/20/2023

  Thank you for the opportunity to address your request & thank you for your 13 years as a client. As you know we are just coming out of the dormant season and have faced unusual dry weather conditions over the past several weeks. These conditions are not favorable to the quick recovery of your lawn. As you discussed in your request, we have recommended proper watering to help the conditions over the past year. We understand the cost of watering is expensive, however, watering is key to the success of your lawn and our program. As you also stated and what is written in our agreement, we both signed together, we do not offer a sod replacement guarantee with our program due to all conditions that are outside of our control. We stand ready to service your property and treat your lawn to help improve conditions. We have fulfilled our end of the agreement. Please advise on how I can help. Thank you, Rich.

  Customer response

  04/27/2023

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

  The current condition of our lawn has nothing to do with the unusual dry weather conditions over the last few weeks. This has been an on-going problem since March of 2022. Your fungicides/treatments did not contain the problem and it spread. Regardless of what is stated in the agreement, we feel the damage to our lawn is due to your negligence in not correctly identifying & resolving the issues and that as such you are liable for the costs of replacing so much sod.
  
  The initial estimate for sod replacement was some $1100, but we’ve been successful getting it done for about $650 (we’re awaiting the final bill). We offered you the option of doing the replacement, but you failed to even respond to that offer which was transmitted & receipt acknowledged on your website on 3/17/2023. We therefore had it done by an outside contractor and will take legal action for a greater amount if you fail to reimburse only our sod replacement cost as requested.
  
  You’ve made many excuses for the sad state of the lawn, i.e., lack of water, insects, aeration, etc. and repeatedly treated to no avail. We have diligently followed your instructions and wound up with excessive water bills, expensive sod replacement, aeration cost, and soil & sand toppings. While we might be currently experiencing dry weather conditions, we reiterate the problems have persisted for well over a year. During that time your techs each offered different opinions for the problems and assured us their treatment would correct the problems within 60 – 180 days- which didn’t happen. Our most recent effort to get a supervisor to inspect was rejected because you claimed there was none available. You did send a person who took pictures of the damage but you never got back to us in that regard. We have followed all of your recommendation plus giving your company a year to bring our lawn back to no avail. All we got was a lot of lip service and no improvements.  Actually from the time we reported the issue, the damage only spread. The lawn treatments and advice you provided were ineffective.

  Hence we reiterate that your negligence in this regard makes you liable for the damages and expect you to reimburse at least the reasonable amount asked by us.
  
  Sincerely,
  *** *********

  Business response

  05/10/2023

  We understand your frustration, however we have fulfilled our end of the agreement that we both signed 13 years ago and every year since. I do not feel the need to repeat what we said in the first response to your complaint, however I feel all my comments are a real concern that you are aware of. As stated in our agreement we do not offer a sod replacement guarantee. This is clearly stated on the agreement. Your words/statement in your fourth sentence of rejecting our response states “Regardless of what is stated in the agreement”. That is not a fair statement, this is why we have an agreement that we both agreed to. You have chosen not to renew services at this time, therefore there are no other treatments we are able to provide to help your lawn conditions. As always, we stand ready to service your property if there is anything we can do please let me know. Thank you, Rich.

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contracted with this company to provide service to my irrigation system. I have called them to have them adjust my irrigation system and their employee Tiffany comes out and does not know what to do to ensure that the irrigation system comes on at 4 a.m. on Monday, Wednesday and Friday. I would like this company to send someone out that knows what they are doing so that my lawn will be properly watered, especially during this dry season, and show me how to adjust the system myself so that I do not need to constantly call them and have Tiffany come out and not address this issue. I just paid an annual renewal fee of $705 on April 7, 2022.

  Business response

  05/31/2022

  Business Response /* (1000, 5, 2022/05/02) */ Thank you for advising us of the issue. I will contact you tomorrow morning to make arrangements for a manager to visit your home to make the necessary adjustments and teach you how to work the timer if you wish.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My contract renewal was September 2021. I signed no papers to renew it was a verbal 30 days I will try you again if no improvements we can't continue. Yesterday 10/27/21 I attempted to cancel the service and requested a supervisor to no avail. I was told there was no one I could speak to and the service could be cancel but I was not getting a refund after they charged my credit card for the entire year 495.00 on Sept. 30th. There is no resolution but cancellation and refund because my scrubs continue to die from bug infestation. Attaching a picture.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/03) */ Mrs. *******, Thank you for allowing me to visit your home and property. I believe that the best chance of survival and to maintain what is the healthiest for all of your shrubs and ornamentals would be to remove the rocks from the base of them, Move them 3-6 inches from the base. This will allow the nutrients to get to the root system more efficiently. Rocks absorb heat and will stress the plants. I took several pictures while I was there if I need to submit them. When we spoke the second time and you were unable to talk, I was aked to call back @ 12:15pm which I did and it went to you voicemail. I left you my cellphone number so you could call me back. I haven't heard from you. I stand ready to be part of the solution. Thank you for you time. Consumer Response /* (2000, 7, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) That is such a an unacceptable excuse for a fully developed plant that has been in place since 2019 with the same rocks around it. The leaves are falling,brown with spotting disease which started over the summer months. I am requesting a refund and the services discontinued. There is no other solution t3o discuss. Your assessment is inaccurate and renewal was not signed

*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. ↩