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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
In 2023 I contracted with Naturalawn of America for yard maintenance, we did not have the best experience and decided not to continue services. In the spring on 2024 they took it upon themselves to just treat our lawn even though we did not renew. I called after receiving a service notice and did not receive a call back, I followed up and confirmed cancelation. I called again after receiving a bill for the service we did not contract or want but again did not receive back. I then emailed the company saying I did not contract with them and had reached out previously to cancel and should not be responsible for a service we did not want or need as we had contracted with another company for the season and they had already begun treating the yard. I continue to receive invoices from ********** for the service we did not agree to. I would like 5e charges to be waived and for them to stop contacting me.
Business response
06/13/2024
Good morning,
************************* signed up with NaturaLawn of America in 2022, not 2023 as stated, and the program renewed into 2023 in which she continued the service that year. It then again renewed into 2024 at which time we completed one application on 4/9/24 and then the customer called and cancelled the account on 4/12/24. We understand this is a misunderstanding and for that reason we have waived the application balance for the customer and wish ****** the best moving forward.
Best Regards,
*********************
Customer Account Auditor II
Initial Complaint
12/04/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a lawn (mosquito spray) service in 2021 and 2022 but did not renew for 2023--never signed on for a subscription or anything beyond *********************************************************************************************************************** order. They had no authorization from me to continue service into 2023 and I consider this billing fraudulent. Now they have referred me to a collections agency and it is likely impacting my credit. Would like this resolved and the invoice voided.Business response
07/08/2024
Good afternoon,
******************* first signed up with our company for mosquito applications in 2016, not 2021 like *** stated. I am unable attached the original sale confirmation email that was sent to *** after signing up in 2016 but we have it here attached to ***'s account. Each year in the offseason we send out mail to the customer stating the program is set to auto renew and to contact our company if you do not want the account to renew. Since 2016 the mosquito program was renewed in 2017, 2018, 2019, & 2020. Each year we had completed a few applications and interest accrued due to the balance age, then *** would make his first payment about a month or two later to prepay the remaining applications. Each year he was aware the account had renewed automatically. In 2021 we came out for 3 applications between April and June and reached out to *** about the balance by phone, email, & statements by mail. *** never replied to anything, never contacted our company again in 2021. At that time, we cancelled his account due to no customer contact and waived the balance for him instead of sending it to collections out of good faith. *** then contacted our company in May of 2022 to sign back up for mosquito applications, we did not ask *** to pay the pre-existing balance from 2021 that we had waived, he only prepaid the 2022 season at that time. The account then renewed into 2023. We completed 2 applications to start the season, we sent multiple emails, statements, and made multiple calls about the balance on the account but *** never replied or contacted our company. We do not see a path where we waive the balance on the account a second time for this customer after 8 years of service. Our last attempts to reach *** was a statement that was sent on 6/19/23 and a voicemail on 6/22/23 about the balance on his account and the age of the balance. *** was then sent to collections on 7/4/23. It has been 12 months since *** was sent to collections. We have not heard from *** until his recent complaint to the BBB.
Best Regards,
*********************
Customer Accounts Auditor II
**********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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