ComplaintsforGrassroots Tree & Turf Care, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company does not have a contract but they charge $600.00 a year for service, with monthly payments of $50.00.Since January 2024 I've only received one application (03/08/24) and a service call which is free (05/16/24). I respectfully requested a my service be cancelled 07/05/24 because I was not pleased with their service, my account was charged twice 07/01/24 and I asked for a full refund for the month of July along with payments made without any service, which totalled $300.00. My email has not been asnwered and I received a check for $100.00 with no further coorespondence,

  

  Business response

  07/17/2024

  ****************** received three applications and the requested service call this year. Attached are copies of the after-service emails. The services were performed on the following dates: January 24, 2024; March 8, 2024; and May 16, 2024, during which the technician also completed the service call. The double charge in July was refunded to his card. Additionally, ****************** received a $100 refund check, covering his June and July payments.
  
  To resolve this matter amicably, we will provide ****************** with an additional $100 refund for ***** and May. All services were delivered as agreed, and we have records of texts sent to ****************** prior to each service. Please let us know if this resolution is agreeable so we can process the additional $100 refund check. Thank you.

  Customer response

  07/17/2024

   
  Complaint: 21989666
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business response

  07/17/2024

  Our lawn care program is 6 applications per year spaced every other month.  The annual cost of the program is broken into 12 monthly installments.  ***************** received the first half of the year's service.  His account was actually started last year with his first service on 2/22/2023.  ****************** should be familiar with how our billing and service schedule works as he was a customer for over a year.  We are not willing to refund any monies other than the additional $100 offered. Please see attached for the welcome email ***************** received when he first started service. Once ****************** agrees to the $100 additional refund, we will process the check. This will result in a total of $200 refunded and only $150 in payment for the $300 worth of service provided.  We do not agree to any further compensation.  In April of 2024, ****************** referred a neighbor to our service which confirms his satisfaction at that time.

  Customer response

  07/17/2024

  If  you look at the documents I provided you will see I only recieved one application and 2 service calls since Jan 2024 and even the documents the company states that to be true. service calls are free and can you please ask the company to provide you with proof that they refunded the total amount that was overcharged to my account, because they only refunded $50.00. The documents I submitted are the records the company provided and there are no additional documents to discredit my claim. Yes I did like the company until their quality of service changed and they also lied to avoid paying me a referral fee by saying the never made contact with the person I referred. My documents reflect all services I recieved since Jan 2024 and their records verify it when you read the type of service rendered for each date.It isn't about the money, it's the principle that matters to me
  Complaint: 21989666
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business response

  07/30/2024

  Please refer to the attached document which ****************** received on 9/27/2022, prior to hiring GrassRoots.  This emailed document explains how our service works and that there are SIX applications per year which are billed over TWELVE monthly installments of $50 each month.

  ****************** received 3 regular treatments.  TM1 (1/24/2024), TM2 (3/8/2024), and TM3 (5/16/2024)  The total value of these services performed is $300.

  ****************** received 1 service call as well on 5/16/2024.  ************ call was combined with the regular treatment on the same day as it was time for his next fertilization service.

  ****************** received a refund for $50 to his credit card for the double payment on July 1st, 2024.

  ****************** received a check for $100 refunding his June 1st and July 1st payment once he requested his service to be cancelled and notified us of his dissatisfaction.

  GrassRoots holds the position that we will refund ****************** an additional $100 which will cover his April 1st and May 1st payments. This refund check will be processed and mailed this week. 

   

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

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The service of lawn care including weed and bug removal has not been conducted as advertised. There have been numerous assurances by management (both over the phone and in person) that in order to see the best results I need to keep paying the subscription and the lawn will get better. This service was either not conducted at all (multiple cancellations and dishonesty) or done poorly. The end result is that the lawn looks the exact same.

  

  Business response

  04/19/2024

  Please reference the attached file for images from our body camera footage.  Our technicians record every visit to a customer's home with our body worn cameras. The "first visit" screenshots show the condition the lawn was in when we started service.  The "one year comparison" screenshots show the condition the lawn was in last May.  The "most recent service" screenshots show the condition the lawn was in last month. March and April's payments were refunded as the customer complained the lawn looked the "exact same" as when service was started.  From the screenshots you are able to compare the condition of the lawn over the past two years.  

  Customer response

  04/22/2024

   
  Complaint: 21577812
  
  I am rejecting this response because: the owner supplied photos from beginning of March before the grass came out of dormancy, not the grass once it and all the weeds came in which is what I supplied. Additionally, I cancelled my service in April and had NO service for the month. If the owner is attempting to rectify the situation by reimbursing me two months, then those two months would be February and March. The amount owed me is $105.10 and I have not received any of that amount yet. Please have the owner submit a proof of payment in that amount post 4/16 when I cancelled my account. 

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

  

  Business response

  04/23/2024

  Please see attachments for the refunds processed (to the card used) in March and April.  We are unable to refund the card processed February 15th, 2024 as our system only allows refunds within the first 45 days from the day of processing.  We have issued a check for the refund of February 2024 and attached a copy of the check for reference.  This check will go out in tomorrow's mail.  Thank you!

  Customer response

  04/28/2024

   
  Complaint: 21577812
  
  I am rejecting this response because: I do not want seven days to conclude and auto-resolve this issue until 1) my March refund shows on my credit card and it has not, yet and 2) I actually receive the check in the mail.
  
  Sincerely,
  
  ***********************

  Customer response

  05/06/2024

  I have not received the reimbursement for March nor have I received the check. I only have ***** which was not a reimbursement, that was because I didnt receive any service in that month. 
  

  This case shouldnt be closed until I receive the promised reimbursements (1 by check, 1 by digital refund). 

  

  Business response

  05/08/2024

  *************** should have two refunds processed to his credit card during the Month of *****.  Both were for $52.55 and processed on the 15th and 16th of *****.  The refund processed on the 15th was for the charge on the 15th and therefore may not show on his statement as the charge was voided.  Most likely there is not a charge for ***** on his credit card as the refund was performed the same day.  **************** should have received the refund check #***** dated 4/23/2024 for $52.55 as that check was mailed **** on Wednesday, 4/24.  As of today's date the check has not cleared our bank. Therefore, we have issued a stop payment on that check and will issue a replacement check today and send via certified mail with signature required.  

  Customer response

  05/08/2024

   
  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

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came by every week since I closed on my new home, begging for my business. I finally call to start treatment and my lawn was never fully treated but they billed my debit card on file. The technicians that come out do not greet or make homeowners aware that they are even treating the property. I never get to speak with them. This is ridiculous. Im discontinuing service and demanding monies for service that was never fully rendered. How do you not treat the entire property and still process payment from the customer? The solicitation process was **** near harassment. Only to get me as a customer and not effectively communicate. My property line goes back further than the point theyve posted treatment line.

  

  Business response

  06/24/2022

  We spoke with ************ on 5/12 regarding her concern on the treatment and the area in the back not serviced.  We always place a lawn flag in the front and back lawn.  The flag in the back lawn is what caused the confusion on where the tech stopped the treatment.  We did re-visit the property on 5/12 to assure everything was done correctly.  Another free application was performed on 6/13 to ensure satisfaction with the weed control and turf color.  We also refunded one month of service.  After speaking with ************ again on 6/13 after the recent free service, both parties decided to part ways and close the account.

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