Complaints

This profile includes complaints for Massey Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Massey Services, Inc. has 119 locations, listed below.

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• 

  Massey Services, Inc.

  10 SW 49 Ave Ocala, FL 34474

• 

  Massey Services, Inc

  4365 Dorchester Rd STE 208 North Charleston, SC 29405-8423

• 

  Massey Services, Inc.

  5 Hargrove Grade Palm Coast, FL 32137

• 

  Massey Services, Inc.

  5150 Palm Valley Rd. # 407 Ponte Vedra, FL 32082

• 

  Massey Services

  10139 Division Dr Raleigh, NC 27603-5664

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of **********************, **** out of ***************. I live in **************** After being a customer for 11 years, ******************** didn't treat my lawn, but still charged me. As a result, I have weeds everywhere (my lawn used to look outstanding) and I have waited patiently for overtwo years to get this resolved. I have dealt with 4 differentpeople who have come to the house and said they will make it right and resod myfront yard. I didn't even ask for them to fix my backyard. I was promised two months ago that this would happen and then there was an excuse that sod was on backorder. I have spoken with ***** (another **** recently, since he called me and wanted to sell me more services. He had not looked at any notes on my account when he called. If he did, he would have seen a long history of complaints and broken promises by Massey.I asked for the manager of the department to call me three times. - no phone call. They have the worst customer *********************** have ever experienced as it comes to lawn and shrubs and are taking money from customers, but not delivering their ****************************, I witnessed their team pull up. Look at the yard and then drive away.I do not know what to at this stage as they are non-responsive. I will be contesting all services with Amex.******* ***** **********************************

  Business Response

  Date: 04/28/2025

  Our Regional Manager met with Mr. ***** and surveyed the property.  We will be refunding services.  

  Customer Answer

  Date: 04/28/2025

   
  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

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After repeated attempts with Massey Service trying to repair the damage they have done to our yard by over chemically the yard, which Massey agreed was their fault, they have provided no resolution. On Massey website it states a refund if a customer issue is not resolved by the second attempt. Additionally Massey yard irrigation machine damage our patio flooring, we are seeking Massey to repair the damage the caused and refund our monies as stipulated by their customer contract commitment published on their website.

  Business Response

  Date: 04/21/2025

  General Manager ******* Guiliano met with Mr. ******** today and did see the tire marks on his patio. We believe those will come off with a cleaning agent. We also addressed the areas of drought and uncontrollable weeds and put a plan of recovery together that we communicated to Mr. ********* He agreed to give us the opportunity to clean the patio and address the areas of lawn concern. ******* will follow up with Mr. ******* to ensure satisfaction.

  Regional Manager 

  **** *******

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an invoice for $77.00 that was being sent to collection agency. Two things: 1, when I log into my account this amount does not show, it shows a balance of $0. 2, I attempted several times to speak with *****, the regional manager, this balance was to be credited in past conversations because of poor service, he never returned calls. Staff at office was unable to reach him.

  Business Response

  Date: 04/21/2025

  The Regional Manager called and spoke with Mr. ******* and let him know that we will refund him the amount of $77.00 back to his credit card.

  Regional Manager

  **** Block

  Customer Answer

  Date: 04/21/2025

   
  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

  Date:04/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Massey ********* for unethical and potentially illegal business practices related to their cancellation and billing process.On March 3, 2025, I contacted Massey ********* to cancel my lawn service. I spoke with multiple representatives, and each time I was assured that my account had been canceled. Despite this, I was still charged for a service dated March 31, 2025, nearly a month after the cancellation request.This indicates a deliberate refusal to process cancellations, which is not only dishonest but borders on fraudulent business conduct. I did not authorize any services past March 3, nor was I informed of any advance notice requirements that would justify a continued charge.Desired Outcome:Immediate cancellation of my account (if not already processed)A full refund for the unauthorized March 31 charge Written confirmation that my account has been closed and that I will not be billed for any future services Internal investigation into this recurring cancellation issue and a commitment to revising their cancellation policies to prevent similar incidents for other customers If this matter is not resolved promptly, I am prepared to escalate this issue further, including taking legal action if necessary.Additional Comments:This experience was made worse by the company's unresponsive and ineffective customer **********************. I have since moved my business to another lawn care provider, ****, who has already made significant improvements to my lawn in just two weeksat a lower cost and with much better customer support.

  Business Response

  Date: 04/09/2025

  We have cancelled this customer's lawn account and waived the $85.00 balance.

  Regional Manager

  **** *******

  Customer Answer

  Date: 04/09/2025

   
  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

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my services with Massey for over 1 month. I spoke to a supervisor yesterday who said he would work on it right away. I asked to have an email sent to me to confirm the cancellation was complete. When I log in to the account online, the ******************** are still active. This is not an acceptable length of time to cancel service.

  Business Response

  Date: 04/07/2025

  We emailed Mrs. ******* on April 4, 2025, that her account was cancelled effective April 3, 2025.  She has a zero balance.

  **** *******

  Regional Manager

  Customer Answer

  Date: 04/07/2025

   
  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

  Date:03/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 28, 2024, I engaged Massy Services to repair a broken pipe at my property. *** *******, a representative of the company, performed the repair and inquired if I wished to activate additional services. I explicitly stated that the service agreement should not be activated until I provided further notice. *** ******* acknowledged this instruction. I paid for the pipe repair and made it clear that no other services should commence without my explicit authorization.Despite this, beginning in October 2024, I started receiving bills for services that I explicitly declined. I contacted the billing department twice using the number provided on the invoices, and both times I was assured the issue would be resolved. However, the bills continued to arrive. Additionally, I reached out to *** ******* to address the matter, and he promised to resolve it. Nevertheless, I received further bills and an intent-to-lien letter threatening unauthorized charges to my card and a referral of the matter to a collections agency.After repeated attempts to resolve this issue with *** *******, who again assured me he would handle it, I received a letter on March 12, 2025, from ******* ****, the corporate billing manager. The letter threatened continued collection efforts and potential damage to my credit score unless payment was made for services I did not authorize.I have retained all communications regarding this matter in written form, including emails and documentation of my explicit instructions not to activate the service agreement. This situation constitutes a breach of contract and unauthorized billing practices, causing undue stress and financial concerns. I never anticipated that a simple pipe repair would escalate into such a contentious issue.

  Business Response

  Date: 03/21/2025

  Regional Manager ****** Block called the customer and left a voicemail that he would be stopping all collection activity and removing the charge.  He asked for a return call and left his phone number.  He sent an e-mail to accounting to stop all collection activity immediately.

  Customer Answer

  Date: 03/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and confirm the call by them. I hope this issue is finally resolved, as Ive heard similar assurances from others in the company before, yet the problem persisted. If I dont receive anything further from them, were all set.
  
  Sincerely,
  
  **** Tabriz

• Initial Complaint

  Date:03/17/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 1/29/25 (1/31/25 for CC Processing to Finalize)I have been using Massey since April or May of 2024, immediately after purchasing my house I discovered ********* Ants in the walls. There were also sounds in the **************** they ultimately caught a rodent, and sealed up an entryway into my attic as part of my regular pest ********** January I spoke with them regarding Exclusion Services with the Rodents, as I was hearing activity still. They sent an inspector out, he had me sign a contract for $1600, indicating that they would take care of the rodents, and within a month I would be good to go. I was not initially clear that they were using a subcontractor, when that became clear I was told I had two options, one that was $1600, and another that was around $3400. I have been struggling financially due to a loss job resulting from the closure of a company that happened immediately after I purchased my house, so I went with the less expensive option, they assured me that he was an expert, would have the issue handled quickly.Unfortunately, that was a lie. Their Subcontractor routinely failed to show up when he said he would, and only showed up a handful of times to my house. I was still hearing significant activity on February 21st, and informed the subcontractor, he had me pay $350 to his own subcontractor directly for a Smoke Test earlier that week, which failed to discover anything. He promised to return that following Monday with a Camera and Live Trap. Unbeknownst to me, he also removed his traps.That was the last I ever saw or heard from him. I informed Massey that he no showed me several days after his appointment, they did nothing. Weeks later I followed up again, having had to hire ANOTHER company to complete the work, and they have another sub inspect my ************ they want another $2400 to complete the job, or, no, there is no or. They will keep my money, and I get to keep the rats. They failed to catch even a single rat.

  Business Response

  Date: 03/31/2025

  Regional Manager ***** ***** spoke with Mr. ********* and reviewed the exclusion proposal and credit to apply against the new charge.  ******************* already paid for an initial exclusion service and then an additional amount for a smoke test, we applied 2 credits towards the current charges of $2475, reducing the current charges to $1325.  Mr. ********* was happy with the applied credits and will continue to work with us to resolve exclusion related issues to this home.

  Customer Answer

  Date: 03/31/2025

   
  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

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  salesperson came to my property several times and keep knocking the door even with NO SOLICiTOR sign on front door. They were trespassing into my backyard without permission.Dont come to my property again and I dont need your service!!!

  Business Response

  Date: 02/20/2025

  Our area Regional Manager reached out to Mr. **** and explained the reason we were on his property.  Massey Serivces holds the Termite Guarantee on this home as we are contracted with the home builder.  We are mailing a copy of the Termite Guarantee to Mr. **** for his review.

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract was sold to Massey; I called several times requesting service for my business. They ignored the several request. After many calls and blind transferred calls, I got a person. I set the appointment. Tech never showed up. I called again; this appointment was a no call now show. The third time the teach arrived very polite and professional. No, problems. . This constantly continued to be an issue. Called office to talk to manager, a lady name ******* was whom I spoke to . ******* claims she was going to get back to me. ******* **** called me back. I had to reach out again about the situation. I never heard back from her again Had to keep calling her. The manager never contacted me after many attempts and certified letters.

  Business Response

  Date: 02/19/2025

  February 19th,2025
  
  
  Ms. ******* *******
  BBB of ************************************
  ************************************************************************************************
  
  RE:  BBB Complaint (22898057)
  
  Dear Ms. ****************** are in receipt of Mrs. ******** complaint, and the following will serve as our response:
  
  On February 19th, I spoke to Mrs. ******* about her experience. There was miscommunication during our initial discussion about her account. I instructed our ** to refund the customers last payment and schedule her **********************. The ** thought that her service was cancelled and that we were refunding her service. The confusion caused the customer to seek out another pest provider. I apologized to the customer for the confusion and informed her that her refund check should be arriving this week for the inconvenience. I asked her to take down my name and number and to please call me if her needs are not met. She said that she would.
  
  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

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a lawn service contract with Massey which I renew it every year. I have called them every week once for past 1 month to request lawn service as my grass is dying. Every time I have been told that they will be at the property next day and no one shows up. The call center also promised me a call back from the supervisor 2 weeks ago and no one has called back yet.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. We apologize for any frustration or inconvenience experienced while attempting to reach our team.
  The General Manager of the local service center met with the customer at the property to discuss concerns regarding the lawn service. During this visit, the representative provided the customer with a business card and direct contact number to ensure easier communication moving forward. To prevent further issues, he ensured that if she contacted the local service center number, someone would contact her immediately.
  While on-site, the manager assessed the lawn's condition and noted traffic-related damage on the right side due to a neighbors pool installation, as well as some thinning areas in the front near a large oak tree. The customer was informed that the next scheduled treatment would help improve growth and color. The customer acknowledged this information before returning inside.
  Our company values every customer and remains committed to providing quality service. If further assistance is needed, the customer is encouraged to use the direct contact information provided to ensure prompt communication.