ComplaintsforRoots and Turf and Ornamental

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Roots for a few years with no issues. For at least the last 2 times (possibly more) they were supposed to be here, I noticed my cameras did not record them being here, which they had in the past. After the 2nd time, I called them the middle of ******. I asked for a call back from the owner and never received one. I was told by the young lady I talked to they would send someone out to treat my yard again. This was never done. I just received a call saying they would be out tomorrow to do the 2nd fall service when the 1st one has not even been done. She "vaguely" remembered talking to me and said she asked the manager to call me. That manager is no longer there and when I point blank asked her if my serviceman (*****) was still there she admitted he had been gone since the 1st of ******. The expected service that was not recorded was supposed to be done on 8-11. I did notice a sign in the yard next to me so I don't believe anyone even came to the right house. Now my bank account has been debited 2 more times, *********************. I'm now wondering if I've even had any service this year. There is no excuse for this kind of incompetence.

  Business response

  11/30/2022

  Business Response /* (1000, 12, 2022/11/07) */ ***Document Attached*** Mrs. ***** called our office with concerns of her cameras not picking up our technicians servicing her lawn. We assured her they had and let her know we have time stamps and GPS tracking on all of our vehicles to monitor our technicians. Our Receptionist let Mrs. ***** know she would have one of our manager reach out to her to discuss her concerns further. Two of our managers made multiple attempts to call her with no response from the customer. One of our manager also sent Mrs. ***** a text message to have her contact him, which she read with no response. They have gone to her home to talk to her regarding her concerns and left a letter in her mailbox to contact us with no response as well. Her bank account was debited for services we have completed this year. She has not been charged for any services that have not been completed. Below I have attached the GPS records and time stamps of the two services Mrs. ***** is referring to. Consumer Response /* (3000, 14, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is simply not true. I called in August because I could clearly see on my cameras that NOBODY sprayed my yard. I asked for the owner to call me and I never received a call or a Voice Mail. I called back 2 months later, asked for the owners name and was told they could not give me that. The technician AND the manager during the time period in question are no longer there but they insist this does not mean there is a problem. They don't seem to be able to understand that if someone came by my house and put a sign in the next door neighbors yard, and my camera did not record any spraying for 2 times that their GPS information does not mean a thing to me. They did send someone by and I guess he sprayed, he did ring the doorbell, but I WAS NOT HOME! He sprayed even though I had already said I was going to cancel the contract. He did call but I did not receive a note in the mailbox. I still missed the first fall spraying, which has happened several times. I tried for months to talk to someone. This company is not truthful and they have the worst customer service that I have ever experienced. No, I did not call them back because after waiting for 2 months for a call and their attitude I was DONE!

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