ComplaintsforMassey Services, Inc.

• 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.
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email yesterday notifying me about a bill which had been sent to my account #*******, which we had with Massey, for services I did not schedule. I called their customer ********************** number immediately and received no help. I moved from *********************** a few months ago. I paid for services 1 year in advance to receive their discount. That period of performance that we paid for is now expired, and we did not renew because we moved. During the call, I advised the rep to cancel my services immediately for the second time; however, I still have not receive a cancellation confirmation email while they take it upon theirselves to arbitrarily service it. Today, I emailed their headquarters to escalate the matter because I need my account canceled, and I asked them to do the right thing, cancel this bill and my account, but all they did was shuffled around my email and forward it. I am still waiting for my concern to be resolved, but all theyre doing is passing it on with no resolution. The company is charging me for $105 for services I did not ask them to provide, and Im still waiting for my account to be cancelled.

  Business response

  06/24/2024

  Per Regional Manager, *************************** - Even though we never received any cancelation from them as she stated we still have backed out the June service and the account is cleared and closed.
  
  We called Mrs. and informed her that we have taken care of the balance on the account and her account is now cancelled. Thanked her for the service the past 4 years, and to give us a call if she required anything in the future. 

  Customer response

  06/24/2024

   
  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

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Add me to the list of people saying Massey is worthless. I signed up for irrigation service. After 4 weeks of them giving me the runaround, they scheduled me for 2 different service calls. Nobody showed up for either.I called the 888 number and told them to cancel my agreement.

  Business response

  06/24/2024

  **, *************************** left a voicemail with customer on Friday afternoon as well as this afternoon concerning his complaint. Customer doesn't have any ********************** with ******************** other than irrigation service referenced previously. No charge has occurred on this account. 

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023, I was at the Massey offices located at **************************************** the service to exterminate cockroaches. The professional who came to my house evaluated the situation and we agreed on a fumigation service every three months. That month they fumigated, but the insects continued. When Massey returned in June, I let them know the news and requested the cancellation of the service. In October they wrote to me charging me US $95, the balance of the agreed value. I responded with an email (I send a photo of my response, in which I attached several photos of the cockroaches that I fumigated with an insecticide that I bought for this purpose) I just received a threatening letter asking me to pay the excess. I have many more photos of the cockroaches in my house taken with my cell phone that show the date and time of the photos.

  Business response

  07/02/2024

  We have made several attempts to contact ****************** over the past couple of weeks with no reply.  We have already removed the last service charge to resolve ********************** complaint.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In January 2023, I contracted with Massey services for 12 months prepaid lawn services. In February 2024, I was contacted to schedule a service with them and stated that I no longer wished to continue with the company due to poor service. I was sent and email on February 7, 2024, following up with the call. On February 22, 2024, Massey sprayed at my house. I called approximately two days after and reminded them I no longer wished to continue services. On March 18, 2024, Massey sprayed again at the house. I called the same day to stop services again. Now Massey is requesting I make payment for the two services. I contract lists that I was in a 25 month contract with the company and need 30 day written notice to cancel services. I do understand the contract but believed that when I was called by them and requested the cancellation, it had been approved. I also called twice after and had the same situation where I believed I had been approved for cancellation. The company is claiming to not have a female employee that would call me and schedule services. I have an email from the female employee. They are basing their story off their notes on my file and refuse to believe me. When I attempted to call the company back after finding the email from the employee in February 2024, the manage *** failed to answer the phone or have a message left. I called the main line for his email to forward the email and an individual picked up the phone and hung up. I attempted to call back a second time thinking it was a mistake but unfortunately my called was declined after a couple rings. I have no way to attempt to resolve the issue with the company and fear they will send my bill to collections without consideration for their faults.

  Business response

  07/02/2024

  I informed ************************** that we will be issuing a refund for her most recent payment of $170.00. She expressed satisfaction with the resolution.

  Customer response

  07/02/2024

   
  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I entered into an agreement on February 19th, 2024 to pay $1,225.80 for an irrigation repair with the promise of it being completed in 2 weeks. Not only were the technicians tasked with the job unprofessional (routinely arriving late, missing days all together, leaving tools and trash laying around after work, leaving holes in the lawn around where they worked, and tracking dirt into my garage) they also did not complete the job. On April 22nd, 2024 I agreed to pay an additional $304.25 for additional repairs which they claimed were needed to complete the job and were not in the initial scope of work. The job was not completed as agreed upon and was only half done. Its now 4 months since the initial agreement and the irrigation system is still not repaired in a satisfactory manner. I have been repeatedly told somebody would be arriving on a specific date and time only for nobody to show up. This has been going on for weeks. Yesterday they charged my card for the remaining balance which was due to be paid upon completion of the job. The job has not been completed and I did not authorize them to charge my card. Their negligence has caused us to delay laying new sod because the irrigation system is still not functional. This is causing problems with our HOA. Now it is peak summer heat and the optimal time to lay sod has past.

  Business response

  06/19/2024

  Per RM, *************************** - ******************* met with **************** yesterday afternoon, and he reviewed the repairs that were originally done. We have replaced and added more heads than the original scope of work indicated. There are now some leaking heads that were not originally included in the scope of work, that ******* agreed to replace.
  
  In addition, there is a line break in Zone 8 that is in roots, which we also agreed to take care of to satisfy ****************. ******* scheduled himself to personally do the work to ensure his satisfaction. This will be completed on Wednesday, 6/19, between 11 and 2. **************** was very pleased once ******* left and appreciated us coming out. 

  Customer response

  06/20/2024

   
  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

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been with Massey Since 2011. My lawn is in a terrible mess would like Massey to resod My lawn at no Additional cost to me.

  Business response

  06/21/2024

  June 21, 2024
  
  
  *********************************
  BBB of Central Florida, Inc.
  ***************************************;      
  ********, *************
  
  RE:  *********************************,Case #********
  
  Dear ******************:

  Our General Manager, ***********************, and I met with ********************** and have agreed to replace the areas of the front lawn that we determined are damaged beyond repair.  This replacement will be coordinated by ****** for the last week of June or the first week of July.
  
  Massey Services has been in business since 1930.  Our service reputation, integrity and commitment to our community are considered to be 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

*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. ↩