ComplaintsforUnlimited Lawn Care

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In March, 2021, my husband (who had dementia) answered the door to an employee of Unlimited Lawn Care in ******, *******, and agreed for us to use their services to spray our lawn, trees, and shrubs. The payment was paid each month by debit card automaticallythe first on April 21 and the last on March 1, 2024. I sent them an email in March, canceling our service. I then started receiving email statements that I owed $192.33. Account number **************** called them and told them that the bill was paid each month automatically, and I did not owe them anything. In the three years of service, the payment has been $37.** (the cents differed) but never being increased. In a recent call to them, This is sort of the explanation I received (because I did not record our conversation) as copied from their response to the BBB in April. This is a budget billing offer we have where if a customer has more than 1 service and wants to get a smaller monthly payment. The annual amount is added up for all services the customer takes and divided up by 12 months. If you have more than 1 service unfortunately there could be 2 or more applications applied within a month and that could be expensive so we offer the budget billing so the customer knows exactly what they are paying for each month. My year began in March or April in 2021 and ended in March, 2022, with the service amount never increasing. To me, my service year with them should end at the same month it started. They are trying to tell me they did service that wasnt included in those payments which doesnt make a lot of sense to me. If I owe anything, it might be one months payment.The way they say the account is set up, no matter when you cancel your service, you will owe them money. Another strange thing is that the payment doesnt come out the same day each month; in fact, some months they took it out twice!They have turned my account over to ******************************* ****************, ***Thank you.

  

  Business response

  08/05/2024

  Hello,

    I apologize that the information that was given to you regarding the budget billing was not explained thoroughly. The budget billing is where you pay a monthly discounted amount for the regular service that is split up into 12 months that continues month after month until you cancel.  Once the cancelation is taken the account has to be reconciled meaning how many services rendered against how much money was paid.  If there is an under payment then that is where the balance comes in from.  I will go ahead and write the balance off for you due to your husband not understanding when he signed up.  We do not want to take advantage of anyone 

  Customer response

  08/05/2024

   
  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.
  

  Thank you so much for your quick action, and also, to Unlimited for their generous action.
  
  Sincerely,
  
  ***********************

   

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called their business in March 2024 to set up service. After speaking with the service rep, I was on a $80 per month until i cancel. The technician came out in April 2024 and noted that aeration was completed. I was billed in April 2024 for $80. NO service was rendered in May and most of June. I had to call and inquire as to why no one has serviced my yard for nearly 2 months. Weeds were the main reason I started using their service. They apologized for the lack of service and stated that it was due to staffing and management. I was told by a rep. that some employees were fired for lying about servicing properties when in fact they did not. I think my yard was one of those cases. Well I was then told that they would put in a service call. The technician came out on June 20th for service. The online summary noted crabgrass, broadleaf weeds. The technician called to say he would be out in about 2 weeks. Well 2 weeks passed and no contact, so I had to call and inquire about when someone would be out. I was told another service call would be placed. At this point, my yard looks horrible and I see no improvement as the two most crucial months were missed being May and June. Today, 07-26-24, the technician called saying that he could not treat my yard for weeds and he does not know why they sent him to service my yard for weeds as he only has equipment to fertilize. I asked then " When or if my yard was ever treated for crabgrass?" I requested them to cancel my service. I asked for a refund of the past months that I paid and did not receive service. I was told I would NOT be issued a refund and there might be a balance. What balance??!! I have paid $80.00 each month as i agreed to over the phone unless I cancel the service. I was then told a I was in a budget billing. I never signed up for any budget billing. I set up an automatic monthly deduction of $80.00. I would like a refund and there is no balance.

  

  Business response

  08/05/2024

  We have issued a refund for $80.96.  Unfortunately we are not a money back guarantee we are a service saved. The last payment will also be refunded because our guarantee is if we cannot satisfy you we will refund your last application back to you.

   

   

  Customer response

  08/05/2024

   
  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. It is my understanding that two refunds totaling $161.92  will be refunded back to me.  

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

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am unsure if their admin area is horrible or if this is fraudulent business practices, but it is not worth your stress. I called to cancel services last year. I had paid in full for a contract and that contract was ending. This week, I received an email from the company stating that I was being sent to collections for non-payment. I immediately called the service number. The first woman told me they "repeatedly reached out to me, but that she could not provide documentation about where they attempted to contact me" (via email, mail, or phone) and would call me back. I checked my email to verify that I have had no previous email communications from the company in the last year. I called back and spoke to *****, who verified twice verbally that no attempt to reach out was made in the last year, until this week with a collections notice, because someone checked a box that stated do not contact customer when I canceled services. They refuse to clear this charge or explain what the charge is because I paid in full for services for the initial contract. This is bad business practice and should be flagged as fraudulant.

  

  Business response

  07/26/2024

  Good morning,

    After researching your account, there were never any after service emails sent out from the services completed in January and March.  The lawn care business is not a contract service, it is a verbal agreement and continues year after year until the customer calls in the cancel, even if you prepay for services, it still continues. Your account was marked as a call ahead before any services, I am not sure why the calls did not go out.  The account is marked "Don't email market promotions or email any followup" , therefor no information regarding treatments would be sent out.  We are a paperless company and communicate through email or phone.  

   With this being said, I will remove the balance on the account. Our apologies for any inconvenience this may have caused you.  

  Customer response

  07/26/2024

   
  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

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had called to cancle my service on 3/31/24 and then again on 4/10/2024. I spoke with 2 people and said my cancellation was "take care of". Only to find out the perfomred "another" service and want me to pay for it. I worked out a settlement of $19 but the principal is I canceled via email and call and they will not recognize the notifications.They should have just let the $38 go and make me a happy and referencable client, but now they have ruined that relationship over $38.

  

  Business response

  06/27/2024

  Our apologies for any mix up in the account. After reviewing the account history, it shows you called in 02/1/2024 at 8:14am and spoke to one of the ***'s inquiring about your next application stating at that time you would be selling your home in a few months. The representative explained to please call the office to stop service at that time. There was another call on 03/11/2024 where you called in to update your credit card on file and paid the $38 dollar balance where you also explained to the *** to make sure the technician did a tug test before treating because you had added new sod.  On 4/6/2024 you went online and gave Unlimited 9 in NPS score. We called and left a message on 05/02/2024 letting you know we were coming out the next application on 05/03/2024 (as we did before each application because your account was marked a call ahead before treating). The next call showing on the account was on 05/06/2024 at 8:29AM where you had called in and said to cancel the service due to you had sold the house 3 weeks prior and that you had called in April to cancel.  
  Again, our apologies for any inconvenience this has caused, however our system does not show a call form you in April at all, only the online score of a 9 for NPS, it does show a call on 3/11/2024 updating your card I will be happy to go ahead and refund the $19.that you paid.  We always value the business of our customers. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used unlimited lawn care service.I paid in monthly installments for 12 months in the amount,That was requested. Now, I being billed almost ***** dollars and no one is telling or showing me why like I requested. I have now been sent to collections for a debt I'm not even sure I owe.The amount is more than what my monthly payment was. I don't understand.Thank you inadvance for your help.

  

  Business response

  06/24/2024

  **************** signed up on out budget billing for which she started in March of 2023 that would have taken her into the following year.  *************** received 8 lawn treatments @ $40.00  bringing the total to ******. She also received a total of 8 treatments of Mosquito @ $45 each with a total of $360.00.  We completed a total of $680.00 worth of services.  There were 11 payments of $56.67 totaling $623.37 leaving a balance of $56.63 being owed. Our apologies for the mix up in the total amount owed.  I will make sure the account is corrected.  Balance due is $56.63.  there were only 11 payment not 12

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unlimited Lawn care practices very poor business policies, very unethical and almost fraudulent. Signed up and pre-paid a year of service visits , and after two years of prepay, and my lawn still full of weeds. For the year 2023 after the prepay was confirmed, at the end of the year they charged me extra owing a balance for a glitch in their system. They didn't even inform me and just added to the account. After several conversation, they were not able to explain clearly the amount I owe when it paid in full. They are ridiculous in their service and their management and staff cannot be trusted with their quotes. I called them to cancel my service and not extend the service for ****. But they did service my home without any prior approval and asked me to pay the amount. I paid them the full ***** and canceled the service to get rid of them forever. This is the worst unethical company I have come across. I would recommend being cautious if you are using their service. I am providing all the screenshot of the quote, prepay amount with data to justify my claim.

  

  Business response

  06/14/2024

  Our apologies that you experienced this situation. Our services do roll over year after year, this is stated on your confirmation email that you receive once services were started. Customers are given a cancelation number when they terminate the services.  You were also on our call ahead program, which means you received an auto-mated call letting you know we were coming out each time we came.  Unfortunately we have no record of you canceling the service. It states when you talked to our representative in January that you had spoke to ********************* the end of 2023. ********************* left our company in May of 2023. Maybe you go the names mixed up with that being said, I will be more than happy to refund your money back to you, however I will need a cancelation number to do this. 

  Customer response

  06/14/2024

   
  Complaint: 21847850
  I am rejecting this response. As you clearly indicated, I spoke with ****** at the end of 2023, which coincided with the end of my contract. There is a documented history of me contacting your company to request the closure of my account. I specifically asked for the service to be canceled. As a customer, I am not familiar with your cancellation process unless it is clearly explained by your representative. I was not provided with a cancellation number, and I am not responsible for the failure of your representative to complete the cancellation.

  I was traveling internationally outside of *** from Nov 2023 - Feb 2024. I have attached my travel tickets as proof. Even if you had called me, I would not have received the call. I contacted your office as soon as I received your email about the charges on my account. I sincerely request a refund of the amount charged.

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

  

  Business response

  06/14/2024

  I did state you talked to ********************* in late 2023  --  My response was : ********************* left the company in May of 2023  - - -  so therefor you could not have talked to here at the end of 2023.  I do not need your travel information either.  The account has been canceled and I will issue the refund back to you. Yes we do have a policy for cancelations.  Again you are given a cancelation number or a name of whom you talked to that is still employed here.  I will refund the money back to you.

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Very unprofessional and unorganized. ***** in the the *************** specifically does not return calls or messages. *********** same. They charged my card on 6/3/2024, a whole month AFTER I canceled (their continued "mix-**** was the main reason).He did not abide by what he said in order to obligate me to start the service before I was ready. I called and texted and no one had an explanation. He took my information for when I was ready to start but kept sending people out "by mistake". I was told 3 times "someone" would call me back and NO ONE has. I will have to go through my credit card company to get my money back since they are now missing in action. VERY UNHAPPY.

  

  Business response

  06/11/2024

  There was a message on ****************** account from 4/4 at 11:26am to hold off on any services for 3 weeks.  The hold came off and the 1st application was completed on 4/24.  On 4/24 at 12:26pm "after the 1st application was complete that day" ****************** talked to her salesrep and said hold off on any treatments until Ms. calls back. She made a payment online 6/3 for the amount of her monthly installments of $160.00. The annual amount  of $960 was divided into 12 monthly payments of $80. The 1st installment was billed a the end of April then again in May.  if the payments were not supposed to start until end of May, our apologies of the inconvenience. If the service was not supposed to start at the end of April, out apologies.  If the conversation with the sale representative was "do not start service until I call you back" then I need to get with the sales representative because the sale should not have been entered at all. We have already refunded the $40 difference of the application price and the installment amount leaving the $120 for the payment of the service.  I will be happy to refund that once I speak with the sale representative. We will need to credit card number for any further refunds.

  Customer response

  06/11/2024

   
  Complaint: 21826244
  
  I am rejecting this response because:
  

  The salesperson, *****, took my information for "when I was ready to start". I specifically requested MONTH TO MONTH. His reasoning for taking my credit card information was that when I was ready, it would already be in the system and I could get into your rotation without having to wait. I would not have given it to him if he was not going to abide by the agreement of WHEN I WAS READY. I have a witness to my end of the conversation as well.  I did not ask to put my account "on hold". That is something I am assuming you do internally until customers are ready.  

  Someone came out once before 4/24 time and since I was home, I was able to stop the tech.  He stated "they do not read the notes and it happens all the time".  I called and and confirmed they understood that I had NOT let him know I was ready to start and was told sorry and not to worry. "Our mistake." He was quick to say "this one is on us".  I told him, however, that I had stopped the tech before he applied it.    

  They sent someone out AGAIN on 4/24 while I was NOT at home TO STOP THEM and did not look for them  BECAUSE THEY WERE NOT SCHEDULED. I called again and was told by ***** again our mistake and I WOULD NOT BE CHARGE.  I did not make the error and DID NOT REQUEST THE SERVICE.  I told him AGAIN that I WAS NOT READY TO START SERVICE.

  Upon receiving a text from him in May that my services would "resume" I called and CANCELED on 5/10 because I was/am tired of the confusion and also of feeling like I have been scammed.  

  I did not make a payment on 6/3 because I canceled on 5/10.  They TOOK a payment on 6/3.  No payments were to start UNTIL I CALLED TO SAY START.  This was THE ONLY REASON I gave my information.  

  The representative has not responded to texts or calls since 6/3.  He said his manager would call that day and NO ONE HAS.  Every one  has given me the run-around.  I called the number from the ****** Review and they continue to either not answer or pretend to not hear. 

  TO SUMMARIZE:

  No service was to start until I called to say "start" and even then it was supposed to be MONTH TO MONTH. 

  Techs came to my home 2x even though I HAD NOT REQUESTED OR AUTHORIZED THEM.

  FIRST:I was there recovering from surgery and stopped them and called to REITERATE I WAS NOT READY TO START. 

  SECOND: I was not home and called once arriving home to ask why they had come when I HAD NOT REQUESTED THEM. I was told, "its on us since it was our mistake" and you will not be charged and I was not. It was not my mistake.   

  After receiving a text from the salesperson that my services were set to "resume", I called and CANCELED on May 10th (I spoke to *****).  Since I had not started, I realized it would never be correct and he was not intending to abide by our agreement.  What he said and what he did were 2 different things. 

  I am due a FULL REFUND because I DID NOT REQUEST TO START SERVICES and I CANCELED on 5/10 because techs were sent to my home without my authorization and I was messaged services would "resume" even though I had not started. I will gladly provide my credit card number because I am very clear on what occurred.  

  Sincerely,
  

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

  

  Business response

  06/11/2024

  Can ****************** contact the office with her cc# for the refund.  

  Customer response

  06/11/2024

   
  Complaint: 21826244
  
  I am rejecting this response because:

  I will be happy to provide the credit card number, but I need a specific number and a person to whom I need to give this information.  I  have dialed your customer service number and each person puts me off and says "someone" will call me back.  No one does.

  My phone number is listed in the complaint and is associated with my account.  Your company charged my card on 6/3. Why can it not just be refunded to the same?  

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

   

   

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

  Customer response

  06/12/2024

   
  Complaint: 21826244
  
  I am rejecting this response because:

  I will be happy to provide the credit card number, but I need a specific number and a person to whom I need to give this information.  I  have dialed your customer service number and each person puts me off and says "someone" will call me back.  No one does.

  My phone number is listed in the complaint and is associated with my account.  Your company charged my card on 6/3. Why can it not just be refunded to the same?  

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

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

  

  Business response

  06/12/2024

  Our customer service department spoke to ****************** yesterday afternoon and was given the credit card information. The refund was processed and receipts were emailed to her immediately afterwards.  I have attached both receipts. 

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  It should not have taken so much time and effort.  No business has the right to stop communication or give the customer the run-around.  It is a VERY nasty feeling and not expected in 2024!

  Having noted this, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had used unlimited lawn care for yard service. My yard had been looking horrible with really bad weeds. We had been contemplating changing companies because our lawn looked bad. We received a new bill with a price increase. Because of the condition of my lawn and the price increase I emailed them and told them to call me about the price change and told them to not come out. I did not hear back from them. I emailed them again and they did not respond. They serviced my lawn without my permission. They want me to pay the service charge that I did not want done. I have emailed them, called them and spoken with a manager. They say I owe for a service that I did not want. I have not paid for this service and I want it removed from my account and confirmation that no money is owed.

  

  Business response

  06/03/2024

  Upon searching through the account, I do not see any emails. My apologies on that. If you were sending them to ******************************** that is a no reply email.  I hate losing your business due to condition however I will go ahead and remove the balance on the account.  

  Please let us know if we can be of any further assistance

  Customer response

  06/04/2024

   
  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. Please email me confirmation that my account has a zero balance.  ********************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 4, 2024, Unlimited Lawn Care sent me an invoice via email for service that they did not perform. They claim to have serviced my lawn around 1:50 pm; however myself and my partner were home all day and our office window faces the street. I also have a Ring camera that would have shown movement in front of my house had someone actually treated my yard. No one from Unlimited Lawn Care was ever at my house. In addition, by law they are required to place a placard in the yard following treatment and there was no placard left. They are trying to collect payment from me for service that never occurred. I refuse to pay for a service they never performed.

  

  Business response

  05/29/2024

  Our apologies Ms. ************  We actually show the technician on the property for almost 5 minutes.  The property can be treated in 3 1/2 minutes due to your lawn size.  I completely understand your frustration. I will remove the balance from the account. I have attached the final statement showing a -0- balance due.

  Please let me know if there is anything else I can do for you

  Customer response

  05/29/2024

   
  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for chemical applications with Unlimited Lawn Care from ******/******* in mid 2023. They have performed multiple applications throughout 2023. I had my grass cutting contractor aerate and overseed my lawn in November 2023. Applications from Unlimited Lawn Care early this year 2024 have essentially killed my lawn. Despite multiple calls to the business through all available phone numbers listed no one has come to me to physically inspect my lawn in my presence. I have recently had an additional aeration and overseed done by my grass cutter in a desperate attempt to salvage my lawn for the year. I suspect it will not be successful. I would like someone from Unlimited Lawn Care to explain to me what has happened, and at the very least refund my recent payments.

  

  Business response

  06/10/2024

  My apologies for the delay in my answer. I know I answered this last week, however I must not have hit send or it failed. 

  *********************** has gone to the property to access the lawn last week and briefly talked with ******************. He also talked with ****************** this morning letting him know the findings.  ***** let Mr. know he has Fescue grass and this is not the time to seed.  ***************** know the balance on the account had been credited off and Unlimited would be aerating and overseeding in September.  We have stopped all services until September.

*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. ↩