ComplaintsforMassey Services, Inc.

• Initial Complaint

  03/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company installed a sprinkler system that will not turn on.

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/03/14) */ Called and spoke with Mr. ******** today. This complaint was filed prior to us coming out and fixing the irrigation timer on the 10th. Mr. ******** confirmed that the system is working and he is happy with the outcome. He has the General Manager's name and number should there be any issues in the future.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a letter today from a collection agency stating that I owed $90 to Massey. We repeatedly contacted the company to cancel services, and my daughter even contacted them in writing on my behalf to cancel services. Services were cancelled on 6/30/21, and they notified us of this via email confirmation that no further services will be rendered. In addition, I included a screenshot attachment of all the invoice and payment transactions from 1/1/21 to 3/2/22. There were no invoices for 6/30/21. We had brought our balance to zero, and you will see the payment confirmation attached. This is a fraudulent company. We called multiple times to cancel, and they continued to render services and charge us. Please make this stop as this is fraud. They are taking advantage of innocent people.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/10) */ The balance on the account that was sent to collections is from 2/6/21. Back on January 5, 2021, she had requested for all future payments be made on AutoPay. When the Credit Card was processed on 2/6/21, it declined. We sent a past due collections letter and then made a follow-up collection call on 5/12/21. At that time, the customer asked for the services to be canceled. The balance on the account was from February 6th that had already been completed prior to her cancelation on 5/12/21. During another collection call made on 5/21/21, She stated that her daughter would be paying the balance on the account. This did not happen and the account was sent to collections. The balance on the account is owed and is not fraudulent. The services were rendered on 2/6/21 before the cancelation on 5/12/21. Consumer Response /* (3000, 7, 2022/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I made sure the account was paid completely prior to cancelling all services. Of note, the collections letter stated that the $90 collections was for a June service, and now Massey writes that this was for the Feb service. As you can see from the previous attachment, all payments matched the total amount for all the invoices. I am appalled that we were being contacted at all as we made sure that our balance was zero. Business Response /* (4000, 9, 2022/03/24) */ In good faith we are removing all collection efforts for this account. Consumer Response /* (2000, 11, 2022/03/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I accept the proposed resolution because the company stated they will stop all collection efforts for the account.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The service provided by the company was totally sub par and they did not do pest control indoors and are charging me 170 for that service I had reported it to main office and their representative confirmed that they will waive the charges and will perform services for my house Now I get a collection notice of 170 from them and being harassed to pay the fees else they will report to credit bureaus.. this is totally not acceptable and the invoices I have stopped is only for two occasions when the service was not performed to our expectations Remaining all invoices were settled , this company says one thing on phone and not honor in the background

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/09) */ General manager is reaching out to the customer. This invoice has been pulled from the collection agency. Customer is no longer responsible for the invoice. Will not effect his credit. Consumer Response /* (2000, 7, 2022/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has accepted to write off the claim / debt and also assured that the debt will not hit the credit score given they are reversing their claims

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I signed up for pest control services July 2021. The rep that came to my door selling the service, said I could cancel anytime. I wasn't happy with the service, because after my first treatment, over the next couple of months I had an increase in fire ant mounds in my backyard. As I was waiting for them to contact me for my next treatment, which typically is quarterly, I received an email receipt that my yard had been treated 10/27/21. I immediately called the office and spoke with a young lady and explained the situation. I told her of my dissatisfaction with the service and never authorized another treatment. I also told her that my gate was locked so the tech wouldn't even been able to have access to my back yard. She apologized and told me that they would cancel my account and I wouldn't be billed. The following day, I got another email notifying me that my credit card was debited. I called her back and she apologized again and said my card would be credited, which it was. Not sure of the date but a few weeks after that I received a phone call from one of their service techs again wanting to treat my yard again. I told him I was no longer a customer. Then 1/3/22 I received a bill in the mail from their corporate office in Florida for the services that I had already taken care of with the local office. I called once again and spoke to the young lady in the office, and once again she apologized and said that I had a zero balance and that my account was canceled. Then yesterday, I received a voicemail from one of their techs saying that he was going to treat my yard again today. I don't really know what else to do at this point.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/18) */ As of January 18th, 2022- RM had called yesterday and left a message. Our General Manager was able to reach her this morning and we have updated the notes in service pro. We apologized again for the miscommunication and assured her the account has been canceled. She was good with that and just wanted us to stop contacting. I have also prepared written instruction for GM/OM on our cancellation policy, the original note was entered on 10/28 yet the account was still sitting active. This was also a summer sales account where communication of type of service was in question since we started in July 2021. Consumer Response /* (2000, 7, 2022/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was also told that the $107.17 outstanding balance that was reversed from my credit card 10/28/21 was zeroed out as well since I never authorized that service.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Jan 11 2022 at 6p:m at night and dark someone is banging on my front door multiple times front door, than to the back door banging multiple times then lurking around the house. This went on for about 20 minuets terrifying my disabled mom who was home alone. Turns out it was Massey services who just decided to stop by with no appt. for a termite inspection that I already paid for in full in Dec. This is unacceptable and unprofessional to just show up at a customers home at 6 p:m at night in the dark and terrify the homeowners. I called Massey ASAP to cancel all my services due this incident and was told I would not get a refund for any services I paid for. I was also told there was not a manager available to assist me with this. Due to this I want all my services cancelled immediately and and want the refunds due to me. This behavior is disgusting to do to homeowner and terrify them so late night.

  Business response

  01/19/2022

  Business Response /* (1000, 6, 2022/01/12) */ January 12, 2022 Ms. *********** Better Business Bureau of Central Florida, Inc. 1600 S. Grant Street Longwood, FL 32750 Re:***************** ********** Dear Ms. *****: We are in receipt of the Better Business Bureau case number********* for Ms.*****************. The Better Business complaint was received by Massey Services on January 12, 2022. The daughter of Ms. ***** wrote in stating that the inspector visited the home of her mother with no appointment, knocking at both front and rear doors of her home, which startled her. Paul S****, our General Manager, spoke with the daughter and explained the miscommunication and apologized for startling her mother. The inspector noticed several packages at the front door and all of the interior lights were on. Knowing that Ms. ***** was elderly, he feared something was wrong when they did not answer. The daughter stated that the Sherriff's office has been called to do wellness checks on her mother in the past due to the packages at the door, so she then understood the concern. After their conversation, they have decided to continue services provided by Massey and no longer wants a refund. Massey Services considers this matter settled and closed. Sincerely, Christopher C****** Northwest Florida Regional Manager Consumer Response /* (3000, 8, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Funny how this reply makes Massey sound like they did good and that is not the case. Massey handled this wrong is so many ways and does not seem to want to admit it. I stated to Paul that once before, yes, someone called 911 due to packages on the porch to do a welfare check. Once in twelve yrs. This person handled it the right way and called 911. They did not bang on all the doors and lurk around the house looking in the windows. The bug guy that showed up with no appt. at 6:pm at night, in the dark banging on the front door, the back and lurking around the house looking in the windows because there were some packages delivered that day on the porch. Obviously I cannot get the packages until I come from work. The bug guy, termite guy who had no apt. and no reason to be knocking on any of the doors was way out of line and unprofessional. If he had any concerns call 911 and let them handle it. If this bug guy was so concerned because there were packages that were delivered that day on the porch and I was still at work so I could not get the package's until I got home. Why didn't he call 911 and let the professional handle the situation. I don't understand how packages on someone's porch that were delivered that day would cause concern. Massey needs to have a meeting with their techs. On how to handle this type of situation If it happens again. Massey needs to train their techs. To handle situations professionally Instead of terrifying an elderly woman in poor health home alone at 6 P:M at night in the dark with a stranger banging on all the doors and lurking around the how looking in the windows. They would not someone to do this to an elderly loved one of theirs. My mom called me immediately and she peeked out the window in the drive and saw the Massey truck. I immediately called Massey regarding what happened and I was so upset about what happen to my elderly mom in poor health The girl who answered the phone was rude and could care less as she huffed and puffed at me being so upset over this situation. And she had to deal with terrifying event that should have never happened in the first place. Consumer Response /* (2000, 9, 2022/01/14) */ MS *** Wed, Jan 12, 2:51 PM (2 days ago) to me Yes, please. Close the complaint as resolved. Sincerely, **********

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stay away from the Port Charlotte Branch. This company takes your money and never sends a report for a termite inspection. Paid them three days after they did the inspection. They deposited the check. Then had the gall to email a FINAL RENEWAL NOTICE DEMANDING PAYMENT, four days after they got the electronic draft from our bank, that they happily deposited. We are sending them a copy of the check they deposited to their account in hopes they will finally send us a report. Scammers! I see why they have a rating of 1.27 out of 5

  Business response

  02/07/2022

  Business Response /* (1000, 5, 2022/01/14) */ Per Regional Manager This letter is in reference to the BBB Rebuttal Case #XXXXXXXX received on 1/7/2022 from Mark *********. The concern was that a final renewal notice was received 4 days after payment was made and also that Mr. ********* did not receive and inspection report detailing the outcome of the inspection. Mr. ********* paid his termite renewal on 12/14. An automated renewal notice was generated on 12/13 and mailed. Unfortunately, there will be occasions where notices will pass payment in the mail and be received shortly after payment was made. I view this as a reasonable error. According to Mr. ********* he did not receive a copy of the inspection report. As soon as we were notified of this on 1/3 it was sent to him immediately. I have also sent this again on 1/14 to ensure there was no confusion. We are happy to meet any reasonable request our customers have in a timely manner. It is not necessary to file a complaint to make a simple request. Please let me know if I can be of further assistance.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In feb 2021, I cancelled the lawn service I had for my shrubs. They were doing a terrible job and weeds were proliferating. In April, I get a bill for $65 for a bimonthly service on my landscaping. I also made the error of paying by credit card so they automatically deducted my money. I changed that immediately. After numerous phone calls, I could not get through to anyone who could help me. Some manager was always to call me but no one ever did. I have yearly termite control with them for over 20 years so I have not changed services till my contract expires. They owe me $65 and very upset at their scamming me. How often do they do to others?

  Business response

  01/17/2022

  Business Response /* (1000, 5, 2021/12/21) */ Regional Manager Spoke with Mr. **** and Massey will credit his account for the $65 today. He is happy with the credit. Notes have been added to his account as well. Consumer Response /* (3000, 7, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today I checked my Massey account on line. To date, I have paid all my invoices including December. I should have a credit of $65. My statement reads $0 balance. According to my statement, I DID NOT receive any credit? Business Response /* (4000, 9, 2022/01/11) */ I called and left a message for Mr. ****. The credit was applied as agreed and the money is sitting on his account. Deidre E***** Villages Regional Manager l Massey Services, Inc. 315 Groveland St Orlando, FL 32803 P 407-645-2500 888-2Massey MasseyServices.com Like us on ******** Follow us on ******* Consumer Response /* (2000, 11, 2022/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The regional manager said my credit was given to my pest control account. My next pest control treatment in not until the end of March. I will not know until then if this is true. Till then, I have to believe that she is truthful. Thanks to BBB for your help and getting a response from Massey. If I do not get proper credit, I will ask for your help again.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about August 4, 2021 I notified the business by telephone that we no longer wished to continue our pest control services. Yet, the company claims they sent a representative to our home on or about November 30, 2021 and provided pest control services. Then, they sent an invoice for $75. We contacted the office and again advised the company that we terminated services in August and asked for the invoice to be cancelled.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/06) */ After Mr. ******** called his local office it was determined that the service should not have been completed because Mr. ******** had cancelled service. We did not charge him for the service. The auto generated invoice was recalled resulting in a no charge service. Mr. ******** does not owe us for that service and has a zero balance.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Lawn service with Massey expired on 8/13/2021 and was not renewed. Massey provide lawn service on 8/24/2021 in the amount of $ 111.00 which was not ordered or approved to be done. I have written them letters to the billing mistake but have received no reply on the issue but they continue to sent a statements requesting payment for the 8/24/2021 application. Also a service tech came out in September to aerate the lawn and I advise him not to do it as I did not order or approve the service.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/12) */ Dear Ms. Morel: We are in receipt of Mr. *****'s complaint and the following will serve as our response: I spoke with Mr. ***** and let him know we removed the last service charge from his account due to his cancellation. Mr. ***** cancelled service because he is moving out of state and plans to be doing his own lawn service. His account has been cancelled and he has a $0.00 balance. 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, Mike ******* Regional Manager Consumer Response /* (2000, 7, 2021/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7-12-21, I selected Massey Bi-monthly lawn service and annual soil conditioner service. I paid in advance for both services which was $60.00 for bi-monthly lawn and $350.00 soil conditioner treatment service for a total of $410.00. Sales Rep Robert advised both services would be completed within 30 days of service agreement start date. On 8-12-21, I called and spoke with Massey Representative April and I requested an update of when would soil treatment service be completed? Massey Rep April advised she would send a message to the service manager to contact me with an update on soil treatment service. On 8-13-21, I received a call from Massey Service Manager Lorenzo and I requested an update of when would my soil treatment service be completed? Manager Lorenzo advised; I was on the schedule for 8-17-21 to have the soil service completed. On 8-17-21, the soil service WAS NOT completed and no one contacted me. After NO SHOW or NO CALL for the scheduled service, on 8-24-21 I called and spoke with an unknown Massey representative and told her about the scheduled appointment which was NO SHOW or NO CALL by Massey service department. The customer service rep advised she would send a message to the service manager to contact me about the NO SHOW or NO CALL for scheduled service. On 9-2-21, I received a call from Service Manager Lorenzo about the NO SHOW or NO CALL for the scheduled soil service treatment. Service Manager Lorenzo advised; he does not have any further updates on my soil treatment service. On 9-20-21, I sent a certified letter to Massey requesting a refund of $350.00, for services not rendered. In response to my request for a refund, I did not receive a CALL from Massey. On 10-5-21, I called and spoke with Massey Representative Mel and I requested an update of my refund request. Representative Mel advised she would send a message to General Manager Brett to contact me with an update on my refund. As of 10-20-21, I did not receive a CALL from Massey

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/04) */ November 4, 2021 Ms. Linda Morel Better Business Bureau of Central Florida, Inc. 1600 S. Grant Street Longwood, FL 32750 Re: Leamon ***** - XXXXXXXX Dear Ms. Morel: We are in receipt of the Better Business Bureau case number XXXXXXXX for Mr. Davis of Orlando Florida. The Better Business complaint was received by Massey Services on November 4, 2021. Mr. ***** was upset about the scheduling of his lawn service and soil conditioning service. After investigation into the matter, I learned that the Comand treatment was completed, however not to his satisfaction. I called and spoke with Mr. ***** and apologized and informed him that the refund which he requested would be processed today. Massey Services considers this matter settled and closed. Sincerely, Mike Swanson North Central Florida 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. ↩