ComplaintsforMassey Services, Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a man come by to do my yearly inspection (first one as my house was a new build). I was told he would do a termite inspection inside/outside as well as inspect the "traps". SOMEONE LIED TO ME!!!!! I had submitted my $200 renewal fee already. If I had known what was coming I would have NEVER done that! The man who came was gone in less than 5 minutes. He basically ran thru my house! Then he asked me to sign his tablet and told me someone would be contacting me to reinsert the 2 "traps" that the paver company had removed when they added a patio to the back of my house. SHOCKED, I asked him wasn't he going to check the outside also? He told me he was and if he didn't see anything he would just be leaving and not checking back in. OMG! This man almost ran around my house (I'm not even sure he did the complete circle because he was so quick). He definitely could not have checked any of the "traps". I'm not even sure he even had enough time to walk around the outside of my house. Then later in the day, I see the toilet seat in my guest bathroom was up (no men in my house). Does this man think that termites live in a toilet so he has to inspect it??? But since he obviously used it, he couldn't have even done an inside inspection because he was only here for 3 minutes tops. I requested cancellation on 7/30/24 (BEFORE my contract expired). I was told by this company that a cancellation would be done. A few hours later I received this from Massey headquarter office: "We have spoken with the local office and were told that the termite renewal is non-refundable. You will be covered for the year and the cancel will be in effect next year".

  Business response

  08/02/2024

  Regional Manager, *************************** left a voicemail for Ms. 

  Customer response

  08/02/2024

   
  Complaint: 22079722
  
  I am rejecting this response because: Nothing has been resolved. I received a voicemail from ""*******" from Massey corporate office requesting a call back. I called back and after being on hold for 8 minutes I was told "*******" was busy and couldn't come to the phone - he would call me back. I never received a call back as of today (7:40pm).
  Sincerely,
  
  ***********************

  Business response

  08/07/2024

  Regional Manager, *************************** spoke with **** who confirmed that the bait stations were removed today by Massey. A refund will be processed for **** **** was satisfied.

  Customer response

  08/08/2024

  Thank you so much for your help/intervention with this situation. Once this company saw BBB was involved (as well as my telling them I would be taking them to small claims court), they agreed to do a refund. I just hope their word is good and the refund comes thru. Again, I can't thank you enough for your assist!!!   ***********************

  Customer response

  08/19/2024

  Sorry! I wrote back to let you know that Massey had agreed to refund. I thought that was all I needed. I thanked BBB for all the help provided. I believe BBB played a key part in getting this issue resolved. Thank you again.  ***********************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Massey Services is refusing to pay me the money owed from cancelled services. I contacted Massey in February and requested for lawn services. I gave the agent that came out to my house my credit card information to start services right away. The initial services was completed and no payment was taken from my card. I was contacted by agent and gave the agent my card information again. I told her I wanted to pay for the services in advance since there was a discount to do so. I was charged ****** on 03/11/2024. I called again to explain I never received the discount for prepaying for services. I noticed a few day later another charge for ***** was charged to my account. I called and was told it was for the initial services. I told the agent I prepaid already and I did not receive the discount for doing so. I reviewed my account and saw I had ********************** date and no one showed up. I was told not to go by the online information and a technician will be out and yet another no show, I decided to cancel and go with another company. I called on 04/25/2024 to cancel services and requested for a refund since I had to pay for another provider of lawn services. I was told a refund request has to be sent to corporate and allow 3 to 4 weeks. I was told a check was sent on 05/23/24. I did not receive check in 10 days as told. On 06/06/2024, I disputed the transaction with my credit card company. They sent my card company a letter stating that the refund was issued, but a check was never received by me. I have contacted them on several occasion to refund money to no avail. They say they sent a check which no one can produce documents that the check has ever cleared. I have no other recourses at this moment to get my money back from this company.

  Business response

  07/23/2024

  Regional Manager, *************************** verified with ************ that the check was sent on 5/23.Confirmed with refunds that the check has not been cashed. GM reached out to Mrs. and confirmed her address is correct. ** requested Refunds to resend the check to Mrs. 

  Customer response

  07/23/2024

   
  Complaint: 22024414
  
  I am rejecting this response because: the company told me the check was sent on 05/23/2024 and after 60 days from that date the check has not been received. Please provide a definite way to confirm that the check has been mailed an received., This ensures that you have honored what you are saying and the tracking  number can confirm the check has been received. Sending the check via courier services will provide confirmation and peace of mind for both parties.

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

  Business response

  07/26/2024

  Per Regional Manager, ***************************, the previous refund check was never cashed (not received per Ms.). Address has been confirmed and refunds has reissued her refund and is in certified mail form.

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Massey Services has been responsible for my lawn fertilization for several years now. My backyard grass starting to dye and for about six months I kept reporting the issue to the technician doing the services and nothing happened.they finally sent a manager over to evaluate the damage and indicated that the irrigation system needed some adjustments.Massey includes a grass replacement warranty and I asked them to replace the dead grass to what they argue that the damage was not caused by any fungus but improper irrigation.this conclusion was yield after several months of my reporting the grass dying and the grass gradually drying out/dying. we are now at a point where more than 50% of the back yard grass is unrecoverable and they do not want to replace the grass.I explained to them that they should've reached that conclusion (irrigation system adjustments) earlier in the process (I reported the issue 6 months ago) and not now when it will be much more costly to address the issue.I demand from them to replace my grass at their own cost because as explained they did not make the recommendation timely regarding the irrigation system adjustments.furthermore, the grass continues to dye even in areas where there is no irrigation issues.please support me in this claim as there are records of my reports to them about the grass dying and them doing nothing to address it until I called a few times to talk to a manager to get their attention.thanks.

  Business response

  08/01/2024

  Regional Manager met with ************ and we have put a plan of action together.  We have agreed to replace and plug the damaged area in the back.  ************ has agreed to fix the irrigation system for better coverage.  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5 I signed our pest prevention agreement with Massey services, I paid $287 for the whole month for visits, they only came twice so today is July 11 and I have not received any services since the middle of June they broke their own agreement/contract.

  Business response

  07/29/2024

  *************************
  BBB of ***************, Inc.
  ***************************************;     
  ********, ******* 32750
  
  RE:  *******************************, Case No. 21976787
  
  Dear **************:
  We entered into a monthly recurring pest prevention agreement with ******************** on 5/30/2024.  The agreed-upon initial service charge was $287.  The initial service was performed by our Service Manager, *********************, on 6/5/24.  The subsequent follows-*** to the initial are in dispute.  The customer has disputed $200 of the initial $287 paid to us.  We are not challenging this dispute to settle this request. 
  
  Our General Manager, *************************,has reached out to ******************************* on three separate occasions to attempt to rectify the concerns he has. Unfortunately, we have had no response.  Our desire is to resolve the issues to the full satisfaction of Mr. ***** ********************* and retain their business. With no response, we will assume this matter satisfactorily resolved.
  
  Massey Services has been in business since 1930. Our service reputation, integrity and commitment to our community are the best.  We value Total Customer Satisfaction and are committed to Building Long-Term, Trusting Relationships with our Customers and Team Members.
  
  Sincerely,
  ***********************
  Regional Manager

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A lack of integrity and honesty, we signed up for the lawn service back in December 2023, and after six months there was still lots of weed growing, I called and let them know about the weeds, and they sent out a person to treat the weeds which should have been done in the beginning, and they went into my account unauthorized and pulled out a payment for the extra service without letting me know. I decided to cancel the service after seven and half months and they refused to refund the money, they were very defensive and argumentative, and the workers have either been trained or conditioned to be belligerent when confronted with a refund. The manager ***** at the ***************** office lied to me and said that they didnt know anything about the unauthorized withdrawal. He conveyed that they were a big company and didnt care about one customer. They lacked integrity, and honesty, and were lazy and mismanaged my lawn recovering, I would like my money back

  Business response

  07/15/2024

  
  ******************* was a former customer who had a pest prevention ********************** that was canceled back in 2019 and a bi-monthly lawn service that was recently canceled,per ********************, on July 10th, 2024.
  
  On May 24th, ******************** used his credit card to pay via our web portal to settle a past-due invoice for services provided on March 29th, 2024. At that time, he also set up auto-charge for future payments.
  5/24/2024 ******* - Customer Web Portal Visa
  5/30/************ - Auto Pay Visa
  
  The lawn was then serviced on May 30th for his regular service. At that time, his account was on auto-charge, so his credit card was automatically charged $100 for the services provided.
  
  As the lawn service was provided per the agreement, we are not refunding ******************** the $100 payment. Additionally, there was a past-due balance from the pest prevention services in 2019, which we had already credited off his account.
  
  With all the details considered, we have resolved this matter. Massey Services considers this complaint closed. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the 2nd year in a row that Massey (*********** location) has not shown up to perform our Annual Termite Inspection. It was scheduled for today, 8 July 2024, between 12-2p. It's 2:39p & ***** has shown up, noone has called, & ***** answers the phone at the ********************************** location...not even voice mail. We already paid the renewal fee on July 5th. The same thing happened last year. We paid the fee to avoid the protection expiring & ***** showed up. We were told several times by the location that performs their quarterly pest control that someone from the *********** location would contact us, but they never did. We did receive the renewal certificate in the mail, but you would think they would want to actually perform the inspection since they're legally financially responsible. Regardless, this substandard level of customer ********************** & especially the no shows when customers take the time off to be present for services are not acceptable. We only kept the termite contract with Massey after the no show last year because our builder had used them & the house was only a year old. However, we won't continue to pay for a service that isn't being performed...we can't trust a company to have integrity & honor a contract if there are termite problems detected that doesn't even show up for annual inspections.

  Business response

  07/11/2024

  Per Regional Manager, a refund is to be processed to the customer. 

  Customer response

  07/15/2024

  I was contacted by Inspector ******* from the *********** location a couple of hours after I submitted this complaint.  She stated their other inspector wasn't able to come in, so she was handling both workloads & was 9 minutes from our house.  She did the inspection & stated a technician would be out to inspect our termite bait traps at a later time.  The next day I was contacted by a manager for the *********** location who had received word from their corporate office about the complaint.  He was a little defensive about us filing the complaint because the magically showed up 2 hours late after we contacted the BBB but she at least showed up, so I told him a simple phone call that day to advise us of the inspector's situation & possible schedule change would've been nice, & that we were concerned they were going to no show again this year.  I also reminded him the job wasn't complete yet because the traps weren't inspected.  He stated a tech would be out by the end of the month.  It seems that the only way to get any customer ********************** response is to get their attention from the BBB, so I have doubts we'll be hearing from them.  I'm also waiting on the termite protection warranty certificate.

  Customer response

  07/15/2024

   
  Complaint: 21957753
  
  I am rejecting this response because: Please see additional information provided.  The inspection was partially completed.  We're now waiting on the termite bait traps to be inspected & the termite bond certificate.  A refund is not requested.   
  
  Sincerely,
  
  K *****

  Business response

  07/25/2024

  Per RM, ***********************, the bait monitor is scheduled for 7/29 and the tech will contact the customer as soon as they're on the way to the property. 

  Customer response

  07/30/2024

   
  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,
  
  K *****

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In April I received my annual termite renewal notice from Massey Pest Control In the past, Peninsular Pest Control handled this but Massey purchased Peninsular last year and this was the first time I dealt with Massey. On April 24 I paid $154.00 for the termite treatment. With Peninsular, when you paid they scheduled a time to do the treatment. That was not the case with Massey. I nearly June, I realized the service had not been completed and contacted Massey. I spoke with *******, who seemed completely in the dark. She finally found my account and said, "Oh, you've already paid." Correct, when are you going to do the service? She said they schedule two weeks out and set June 24 at 1:30 p.m. for the service. On June 24, the service technician called my at about 10:15 a.m., saying he was running early and would it be possible to do it now. Fine. The technician arrived about five minutes later and I was surprised to see he was driving a car and not a truck for spraying. I was told that he was just going to do an inspection and he wandered around the house for about 90 seconds, looking into the sky like he was inspecting something. I was under the belief that termite treatment included spraying, but he said they don't spray anymore and tried to sell me some other treatment. Later that day, I contacted Massey and again spoke with *******, who told me they would spray if that's what I wanted done. That is what I wanted done because I thought that's what termite treatment meant. She scheduled a technician for Friday, June 28. On Friday afternoon, after no one showed for the appointment, I called Massey again and asked when I could expect service. I was told I was on the schedule. On Tuesday, July 2, I called Massey again because no one ever showed to to the job. At this point, I no longer wanted to do business with Massey. It had been well over two months and the job was not done, I asked to refund the $154 to my credit card. I never received the service or the credit.

  Business response

  07/11/2024

  Per Regional Manager, *************************** - Regional Manager reached out to **************** on separate occasions with no response back. Regional Manager left my personal number to be called on 7/11/24.  Regional Manager has not received a reply. Regional Manager will cancel his termite program and issue a refund for the renewal he paid in June. Customer was scheduled for a follow-up, but this too has been cancelled.  

  Customer response

  07/15/2024

   
  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,
  
  *********************

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is my second complaint with no resolution. In February 2024 I cancelled services with Massey and in May 2024 they charged my checking account for $70 for ******************** that were cancelled and never rendered. I have contacted the local Massey office on 5 different occasions and spoke with a General Manager (***************************) about a month ago and he assured me that I would be refunded for the erroneous charge of $70 that they took from my account. As of today, I have yet to be refunded and I have contacted them twice since speaking with the General Manager and I have yet to get a response. I would like this problem to be resolved ASAP, as I have waited long enough and have been very patient. If I owed them money, it wouldn't take this long to get it, so why must I wait for money that I feel like they stole from me because the services were cancelled and never rendered. I would NEVER recommend this company to anyone...they provide poor service and customer ********************** is even worse.

  Business response

  07/09/2024

  Per Regional Manager, *************************** - a refund will be issued to the customer in the amount of $70. A rush has been placed on this refund. 

  Customer response

  07/09/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Massey Services, *** was hired for lawn/weed control on my property and conducted their first spray in Jan 2024. After Spraying, my property was burned from them not being able to properly spray. The technician has admitted that he damaged my property. The manager came said, my grass would come back. Not the case. Would not resolve the issue. I filed a complaint with Massey's corporate office in *******, **. They sent a ******************* to my house to try to repair. Now ****** passed me onto the new manager in ************, ** to ******. They claimed that they are unable to find centipede grass to re-sod my property. Then they just charged me a bill for services $142 that I did not agree to. They have yet to fix my yard. Their "Guaranteed" services that if they damage your property they will fix it. It's 7 months later and I'm still dealing with them because they keep dragging it out. My property is so bad because of them. They are not handling this, I hear stories about them flying people in to fix yards, yet they have failed to repair damages that they have admitted to. I want my yard fixed. Their last resolution was that they would replace the sod with another sod that is not centipede grass, that's unacceptable. They can get the centipede, they just do not want to us a non-vendor! This is unacceptable. My yard is full of weeds because of them not spraying for months. The entire area has filled in with weeds. My yard throughout where it was damaged has also filled in with a massive amount of weeds. The pictures are from 2 weeks ago where the area is now weeds.

  Business response

  07/10/2024

  General Manager met with ***************** and we have agreed to replace sections of her sod. A claim has been entered and we're working with the sod vendor for the install.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Massey Services services multiple times to cancel the service as I no longer need the service. Massey has been refusing to cancel my service stating that it requires approval from their manager. Manager approval is something thats internal to Massey and is no way related to my service and I need my service cancelled immediately. reaching out to BBB because Massey has not been responsive to my request for cancellation.

  Business response

  07/10/2024

  The General Manager spoke with ***************************** about their request to cancel services. She stated they had not seen any improvement with ants or flies inside of their home. We apologized for the issues and asked her to give us an opportunity to remedy them. She agreed to give us another chance in exchange for a free service. The customer is satisfied with our response and will revise or delete the BBB complaint.
  

*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. ↩