Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/15/2023 I ordered a collection of 4 services for the following lawn year. Spring Fertilization First Annual Weed Control Early Summer Fertilization Second Annual Weed Control After the first service I could see that they were not covering the entire yard, they were leaving stripes as reduced time spent. I contacted them May 28th and requested cancelling.for substandard service. They admit they recieved this request. They state they left a voicemail saying I needed to call them to cancel. I have no record of this but it should not have negated my request. July 2nd they appeared and perhaps sprayed for some weeds in some part of the yard. I work from home facing the yard and never saw anyone but there was a sign (which I had already requested they stop leaving) on my side yard. I called as soon as I saw it and asked why. They told me I hadn't returned their call so they continued the service. I said the service was not done properly initially or in July and they were not authorized to return. I also said I never saw them do anything and I had already complained about their substandard work so why did they think they could return. They said they would forward my issue. On 7/17 I called again and explained the situation and they said they were unable to assist as no one was available that could help and I should have called initially when I had a problem and they could have sent someone out to remediate. I reminded them that.you can't see uneven fertilization until at least a month later and I had contacted them about the shoddy job and cancelled. There has been no effort to correct the issue of the $89.96 striping in Spring, or the supposed weed spray in July that was not authorized and if done at all was not done tocover the entire yard which they charged me another $89.96 for.

  Business response

  08/05/2024

  Good Morning *****

  
  

  The local franchise of the Better Business Bureau, Incorporated sent over the attached. First and foremost I am disappointed that we let you down and we’ll make everything right moving forward. While nobody can go back in the past, we will certainly address everything moving forward. 

  
  

  You originally set up your subscription with us back in May of 2022 and looking through all the photos of your lawn I’m not seeing any “striping” you mention. Honestly it would be nearly impossible for that to come from a fertilizer application as we use rotary spreaders. With that being said, it will even out after a couple weeks and return to normal so I’m not too worried about that agronomically speaking. Obviously let me know if you disagree.

  
  

  You also mentioned putting the flag in the lawn…. This is a state law and we are required to do so. As the homeowner, you can pull it as quickly as you wish but we are required to place this at the time of treatment. 

  
  

  Obviously you and us were not on the same page with understanding you had to stop the subscription and I fully understand you did not want the last application to happen. What I can do is place a $200.00 credit for you which is more than double what you asked for. I want to ensure you are not only satisfied but delighted with everything. You mentioned you are always home so I want to make certain you know you are more than welcome to, and even encouraged, to speak with the technician while he’s there. We will always knock on the door to let you know we are there and this is a great time to interact with him. Our guys are all human so can make mistakes but they are good honest people who will always do the best they can for you. 

  
  

  Please confirm this is okay and I’ll get the credit placed asap. You’ve been with us for 3 years and I hope we’ve built up enough trust with one-another to work through this issue.
  

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 3 the weed man tech stopped and starting to spray for mosquitoes. I stopped him and told him I did not want, nor had I ordered this service. The next day I saw where they had charged my credit card $83.74. I had used their service last year and they had my card on file. I called the company and ask for my money back because the tech had not done the service. They said I could not have my money back. They inform me they had serviced my yard on May 3 of this year and had bill my credit card for that service. I checked and saw they had bill me. I never asked for nor approval any services from this company this year. When they contacted me earlier this year, I told them I did not want their service. I am not asking for a refund of the May service even through I did not want it nor do I remeber them doing it. But I do want a refund for the June charge since it was not done. I feel this company is using deceptive practices my doing services which are not oked my the customer and then charging the card they have on file.

  Business response

  06/05/2024

  *******

  First and foremost we never want anyone to be upset and as you can tell from our A rating work very hard at providing good honest service. I believe your concern stems from a simple question.

  As you recall, Mosquito Hero is a continuous service just like ******* where we go month to month, year to year until the time comes you let us know of a change. You subscribed back on 6 June, 2023 and we've been servicing you monthly during the mosquito season since then. 

  The other day when **** came out he was simply performing your monthly service. 

  I see you phoned in afterwards and stated you needed to cancel and asked if you could be refunded for the service **** did for you on the 3rd. John of course stopped your service moving forward so until you resume we will not be back out. 

  I do want to address your asking about a refund from the last service. I want to ensure you know that would mean we do not get paid for the work we did?? Until today you had an active subscription and we would have had no idea that you had to stop. As soon as you let us know you had to stop we honored that of course.

  I do hope you understand and also hope you are soon able to resume. If there was anything at all we could have done to make the subscription more enjoyable please let us know. You may reach me directly if I may help further at ***************************

  Thank you for understanding and all your business. Looking forward to working together again soon,

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was overcharged for aeration and seeding service by $244. I verbally agreed w/ their salesman who came to my door to a charge of $400 for that service, ($424 w/ taxes). I was charged $668 instead. I've spoken with manager twice in last month, ( 8/25 & 9/20) to resolve this and I am still waiting for my credit card to be credited back the $244. I told him emphatically on both calls that I did not want a credit towards future services but I wanted the overcharge to be put back on my credit card. It has been 1 month since I initially spoke with manager and I am still waiting for my reimbursement.

  Business response

  10/03/2023

  I'm not certain how you got this information but can you please reach out to verify ??

   

  I'm showing the refund hit her credit card back on 27 September. 

  Please correct on your end or let me know if there is an issue.

  Thank you, 

• Initial Complaint

  10/14/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I AGREED TO WEEDMAN MOSQUITO SERVICES THE SUMMER OF 2021. I WAS NOT ADVISED THAT THEY WOULD CONTINUE TO COME OUT EVERY YEAR AND RENEW THE SERVICES ON THEIR OWN. WHEN I REALIZED THEY WERE COMING OUT AND BILLING ME I CALLED TO QUESTION WHAT WAS HAPPENING. I WAS TOLD THEY ADVISED IN INVOICES THAT THIS WAS A CONTINUING SERVICE. THE INFORMATION ON THE INVOICE WAS VAGUE AND I WOULD NOT HAVE TRANSLATED THAT TO MEAN CONTINUOUSLY EVERY YEAR VS. THE SUMMER I ACTUALLY ENROLLED IN THE SERVICE. I WAS NOT ADVISED WHEN STARTING THE SERVICES THAT THEY WOULD CONTINUE TO COME OUT EITHER. I HAVE ALSO ASKED SEVERAL TIMES FOR THEM TO PROVIDE ME TO RECORDED CALL WHERE I WAS TOLD THIS AND I HAVE BEEN IGNORED EVERYTIME. WEEDMAN IS TRYING TO SCAM ME FOR ADDITIONAL SERVICES I DID NOT REQUEST.

  Business response

  10/24/2022

  Ms. Bruder,
  
  I apologize for any misunderstanding you may have had in regards to our mosquito program.  When you signed up with us in May 2021 you paid in full for the remaining season and into the beginning of the 2022 season. Once the prepay services were completed you received a letter offering you the prepay again or you would just go to pay as you go for the remaining services of 2022. We are a subscription service just like ******* and are free to stop at any time. We would be happy to provide recording of the sales call  along with all the other documentation stating this. 
  We want to have 100 percent alignment with you as a customer and be delighted with our services and look forward to partnering with you next season on your mosquito or lawn care needs. 
  
  Thanks 
  Weed Man Customer Service
  

  
  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Weed Man in the spring to kill the weeds and fertilize my yard. On July 15,2022 I received a text saying they will be on my property on Monday July 18,2022 . I texted them back that Monday and asked them not to come that day because it was windy and an 80% chance of rain. I left for an appointment and when I returned Weed Man had already been here and left on a day I told them not to come. The person who sprayed my yard is **** and his license number is *****. Within a few days of there visit I noticed my plants dying. They killed my phlox, my green beans, my heirloom tomatoes and super hot peppers I drive 30 minutes each way to buy. I contacted their office and they sent someone out and he agreed my plants were suffering from chemical burns. I was supposed to get a refund but that’s not good enough. This has cost me money. I spent at least 75 dollars on my plants and the loss of produce is staggering that I now have to buy instead of harvesting.

  Business response

  09/14/2022

  Within 48 hours of learning *****’s concern, our Agronomist met with her. Knowing mistakes can happen, and in an effort to go above and beyond, we gave ***** a credit for greater than the one requested and thanked her for letting us know. 

  **** * | GM

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On 6/23/2022 I Made a call and spoke to a salesman from Weed Man Louisville. I explained my location and gave address telling him we had an acre lot that needed weed control. He worked through hand sent me a quote for $78.66 that I happily agreed to per visit. The quote had 5 visits. I agreed and he signed me up. I have a copy of the quote I agreed to and the quote does not say anywhere that there is a stipulation on only half the yard. The quote actually says service address and thats it, with no mention of sizing. I then was told 7-10 days to start. I called and checked in on 7/1, told to wait a few more days as no one had started yet. Called 7/7 and was told not sure why I wasn't covered yet and someone would be out in next two business days. Called 7/11 and was told sorry I was on the 7/12 date. They arrived on 7/12 and only treated half my lawn. I was told his work order was only front and sides. We never discussed that he would do half my yard at all. I called and was told by their sales Manager, ********* that we would have to charge something closer to $250 per run for my whole yard, totals were not even close to the printed quote I have from their company. They refuse to honor the quote I agreed to, and would not rectify it unless I was agreeing to pay the much higher price. This is a bait and switch sales technique that did not get rectified when discussing with *********. He offered to do an aeration of my front yard for my trouble, but not going to honor any of the quote. I am asking for the company to honor their quote for these 5 treatments. I am agreeing to pay my portion of $393.30 for the treatments in total as they are done ($78.66 each) I am not even asking for that to go beyond the 5 treatments, but I am asking that they honor this quote we agreed to for these 5. I will not pay the additional $170 per treatment he tried to get. I was told their salesman was talked to so it doesn't happen again but not fixing my situation.

  Business response

  07/18/2022

  I am in receipt of the attached and above-referenced correspondence from our mutual client.

  i will absolutely get with him to ensure all is worked out fairly to all parties involved. If you would like to take the lead and represent us you are allowed to do so. Otherwise please let him know I’ll be in touch today.

   Let me know of any questions and thank you, 

  
  ***** ****** * ******* *******
  Weed Man | Mosquito Hero
  **** ***** ******** *********** * ****************

  
  

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The General Manager reached out and basically said the salesman did not lie and I was mistaken that he was only quoting the partial coverage.  Which is not true.  I understand my conversation, and I also understand the quote did not specify anything but the address covered.  He opted to ask me to continue with partial coverage and he would give me $25 off one of them to cover this mistake or decide to move from the $78 per treatment quote to over $250 per treatment for the entire acre.  Basically, he called me the liar, offered me a $25 credit and nothing more.  That is nothing close to a resolution between parties.  In fact, it seems like as the customer I was called a liar, and asked to pay the correct amount.  Again not acceptable.  I did respond as well to the General Manager with a response explaining the same in a bit more detail, as well as the disappointment of them not coming near a resolution.  I will not pay the new amount and do not want just a part of my lawn covered.  That was never the intent when I sought out multiple quotes for the entire yard.  

  
  Regards,
  ****** ********

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed up for a year of service in the amount of $451.21 on 4/5/22 and due to a job layoff canceled my service the very same week. I was told over the phone that since it was such a short period of time between signing up that I wouldn't be charged and that I would receive a full refund in 10-14 business days. I called back on 4/22/22 and to see if it was processed and mailed and was told that I would receive it by the end of the month. 4/25 I came back home from picking up ** **** from school and there was a flag in my yard and a receipt on my door stating that it was for the first annual treatment. I IMMEDIATELY called the office and demanded that someone straighten out this problem because I clearly canceled my service weeks ago and will not be charged for an application that should not have been rendered. ****** apologized for the miscommunication and told me that the incident would be escalated and someone would get back to me soon. I am currently waiting for a response that I do not expect to receive. I went to complaints page and saw that they apparently have a reoccurring problem with charging customers while trying to withhold their refund. I refuse to be a part of this dishonesty and if this isn't resolved by the end of the week will be seeking several outlets such as social and news media groups for intervention.

  Business response

  06/02/2022

  I imagine ******’s letter to you was sent in error or crossed paths.

   

  When he said he had no choice but to stop his subscription, we had actually offered to let him continue pro-bono until he got back up and running. 

  We also refunded his monies less the service already performed. He agreed that was fine to both our admin team and myself.

   

  See attached and if you wish to handle any other way I give permission to do so on our behalf.

   

  Thanks, 

  
  ***** ****** | General Manager
  Weed Man | Mosquito Hero
  **** ***** ********

*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. ↩