ComplaintsforMassey Services, Inc.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New construction home , termite bait traps were placed in ground with KB Homes consent before we moved in. We terminated pest ***************** service in April . Called them up speaking to manager , they said they will stop our service but will pull the bait traps up but will not fill the holes with plugs.

  Business response

  08/27/2024

  The regional manager spoke with ******************.  We have agreed to pull the stations and fill the holes with sand for safety.  ****************** was good with this.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of several properties in *****, ********* and ******* area. I had initially hired ******* Pest control to service my properties for Termite. Initially they were good in providing services and in providing documents to verify services done. However, they stop services and providing verification of their services for 2023. Apparently, they sold the company to Massey Pest Control services (MPCS), which they never serviced my properties despite they charged my accounts. I am having several issues with MPCS. 1- MPCS, charged my checking account without I given them proper authorization. The authorization was given to ****'s but not to MPCS as I didn't know who they were! 2- MPCS, began charging without providing information for which units they charged my accounts for. I have visited their office and try to reconcile the accounts with them. ******, over-charged my account by $228.95, and I was going back and forth in trying to get my refund from them. 4- I asked the company several times to verify each time they serviced one of my properties, to date no verification received from them. 5- *********** has zero customer **********************. ****** supposed to service my properties every quarter, however they don't show up to service the properties. MPCS, either need to get their act together, refund my money for all my properties for the years 2023 and 2024, or provide me with verification that they in fact serviced my properties.

  Business response

  09/04/2024

  The General Manager reached out to Mr. ****** and we successfully merged the accounts. We also reviewed the login process for Mymassey. We will follow up with Mr. ***** to confirm that everything is functioning properly.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been in contact with Massey Lawn Services in ********** for the past six weeks about why our lawns are dying and not being taken care of by Massey. The Massey representatives have been telling us for the past six weeks that they would send somebody out to evaluate and/or offer some strategy for recovering the lawn. But, call after call has gone ignored, I guess, as we have heard nothing from either manager that we contacted including ***** and *** (I believe). Our lawn has been ruined and is affecting our neighbor's lawn as well. Massey has provided no assistance. I am including photos of parts of the front lawn--the backyard lawn is at least equally as bad as the front.

  Business response

  08/23/2024

  ***************** called Regional Manager, *************************** back, and they discussed the BBB complaint. She stated that *****, the *** had contacted and met with her on the property before the BBB complaint. During the inspection, ***** identified some irrigation issues that needed to be addressed,which had damaged the turf.
  
  ***** has agreed to make the changes to the irrigation at no charge, and we will split the damages to the turf. They have $1,200 worth of turf that needs to be replaced, and ***************** has agreed to pay 50%. This week, the specialist will be out for a full treatment and insecticide application. ***** will have the sod scheduled to be replaced and Irrigation fixed asap. **** is satisfied with the resolution as long as we stay on top of it as agreed.

  Customer response

  08/23/2024

   
  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,
  
  *********************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  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.  ***********************

  Customer response

  09/18/2024

  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

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I have been unable to successfully resolve overbilling. I contracted with Insight Pest Control, ************, SC for two (2) services: Pest Control @ $59.00/month and Termite Control @ $45.00/month. My account is set up for automatic debit. Insight Pest Control was taken over by Massey Services Inc. in May of 2024. Beginning June 21, 2024, my bank account has been debited an additional $35.00/month for an additional contract that I did not sign up for. 5/13/2024 - $45 Authorized Automatic Debit (Termite Contract - Insight Pest Control)5/15/2024 - $59 Authorized Automatic Debit (Pest Control Contract - Insight Pest Control)6/20/2024 - $59 Authorized Automatic Debit (Pest Control Contract - Massey Services Inc.)6/21/2024 - $35 Unauthorized Automatic Debit (Massey Services Inc. - Unauthorized Contract)7/03/2024 - $59 Authorized Automatic Debit (Pest Control Contract - Massey Services Inc.)*7/18/2024 - $90 Autmatic Debit (Termite Contract - Massey Services Inc.) The pending charge was visible on my online bank account 7/17/2024. 7/19/2024 - $35 Unauthorized Automatic Debit (Massey Services Inc. - Unauthorized Contract)I spoke with a Massey representative on Wednesday, July 17, 2024, who stated that he recognized the extra charge, would investigate and call me back. However, to date, I have not received a follow-up call and my bank account was debited $35.00 again today, July 19, 2024, for a service that I did not request. I attempted to contact Massey Services Inc. today, 7/19/2024, to speak with representative, but all of my calls have been redirected to an answering service. One of the people at the answering service informed me that Massey Services is having trouble with their phones and all calls have been redirected to the answering service. I attempted to go online to cancel automatic payments for my accont and download my contract, but all links on the Massey Services website work except the "My Massey Account Login" link.

  Business response

  08/09/2024

  August 9, 2024
  
  *************************
  BBB of ***************, Inc.
  ***************************************;     
  ********, ******* 32750
  
  RE:  *****************************, Complaint #********
  
  Dear **************:

  I explained to ******************** the matters that we are having with billing and apologized for the issues on her account.
  
  We will be refunding her $90.00 and then keeping her on a monthly pay plan at $59.00 a month for pest service and $35.00 a month for termite service.  Finally,I emailed ******************** contact information for the local office, the General Manager and for me.
  
  Please consider this issue closed.
  
  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 ****************************************************************************************************

  Customer response

  08/26/2024

  Good morning,

  
  

  The head office did contact me concerning my complaint and fully understood the situation and overdraft payment. I was told that the manager from their local company that services my account would reach out to me to resolve the matter; however to date, that has not happened and I have not been able to make contact from anyone from the local company. Nor have I been issued a refund for the over payment that resulted from multiple drafts for the same service within the same month. 
  
  

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

  Phone: **************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Areas of the lawn have died over the last 4 months and continue to do so. I have had Massey out more than 8 times and keep getting the run around. They tell me it is because we havent gotten rain. This is not true. I believe they applied something to my lawn that has killed different areas and continues to get worse. They keep saying that they will fix it, however nothing is getting done. My neighbors have had the same issues with their service from Massey. I just want my yard fixed so I may find someone else to care for it. The services that I have with them include pest, yard and irrigation . A lot of Run Around and no results.

  Business response

  07/26/2024

   We met with ****************** today and agreed to replace approximately 150 sq ft of sod and install plugs. ****************** has agreed to our proposed upgrade to his irrigation system. This was a positive outcome for both parties and the record should reflect that the claim was resolved to Mr. ******** satisfaction.

  Regional Manager

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

   

  Customer response

  07/30/2024

  The Sod and Grass plugs were supposed to be completed on 7-29-2024 per our meeting and has NOT been completed. Please advise . Nothing has been done to my yard to correct this issue as of this morning 7-30-2024.
  

  ***************************** l

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

   

  Customer response

  08/09/2024

  This issue has Not been resolved as of today and I have responded last week stating this. However I received a email today that the case had been closed and this is not Correct.

   

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

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

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

  Customer response

  08/13/2024

  The Sod and Grass plugs were supposed to be completed on 7-29-2024 per our meeting and has NOT been completed. Please advise . Nothing has been done to my yard to correct this issue as of this morning 7-30-2024.
  

  ***************************** l

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

  Business response

  08/13/2024

  General Manager ***************************** met with ****************** on August 10th, 2024, and explained that we are waiting on the sod availability.  As soon as it's available our vendor will install as planned.

• 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. 

*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. ↩