ComplaintsforPro-Grass, Inc.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I never set up this service. It was in my to-be-ex husband's name only. We are in the middle of a divorce. In April 2022 he called and was able to just put this service in my name. I was never notified of this switch . 2 services of $136 were done in summer and fall . Oct 2022 when I received a past due bill for $280 was the first time I knew about this. The account still had his phone number( supposedly they called him a bunch). I do not think it is fair or legal to just have had this switched to my name because I was at the house still. This service should have been canceled at that time and someone asked me if I wanted to continue it. I was fine with paying the bill because the service was done and that is only fair but I had asked for the late fees (3 x $4) be waived but they would not waive them.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/07) */ Hello, Thank you for bringing your concerns to our attention. We have been in business for 44 years, and have always practiced business in good faith, and without written contracts. We do not have our customers sign contracts to lock into the desired service, rather we allow customers to select their annual program and we do not deviate from their selection. This account has been in good standing with Pro Grass since April 2016. The customers husband had called to tell us he was no longer living there and that his wife would handle the billing moving forward. He provided us his wife's email address "to the account to make sure things are paid". There was no mention during our phone call by Mr requesting cancellation of service on 4/22/22 His request was to to change contact information as he provided. Our $4 late fees are automatically assessed by the computer once a balance is 30 days past due. The are accompanied by multiple phone calls and emails throughout the month reminding customers that a balance is due. This customer was notified at least 4 times that an overdue balance was due and that late fees were assessed. It is our policy to treat every customer and every instance on a case by case basis. If a long time customer typically pays on time and rarely misses payments our policy is to remove or split the late fee(s). This is the responsibility of our office staff to make a decision that is fair to the customer and fair to Pro Grass. We are currently on our winter break and will not be returning to the office for another week, but upon my return I will be having a conversation with our office staff regarding why the late fees were not addressed with this account. I do see the question of removing late fees being brought up by the customer (ms) in email communications on 12/6 however the account was paid in full on 12/7. Upon review of this account, we were notified that the email address the husband had provided was not valid. This resulted in emails being sent directly to Mr, rather than the updated email for Ms. If acceptable to the customer and given the circumstances of this account, Pro Grass will refund $12. We understand there has been some communication breakdowns on both ends, but would like to resolve this manner in the best way possible.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email on march 18th 2022 from Pro grass inc letting me know they serviced my lawn. I immediately contacted Sean brown about this and wanted to know why they came out to my house. he said since I didn't cancel from last years service they automatically come out the following year to service. I explained to him that not one time this automatic renewal was disclosed to me and therefore I didnt agree to any service for 2022. he cancelled my service. fast forward to April 20th I received another email from pro grass inc letting me know my account was past due and that I need to pay. I emailed back letting them know I didnt agree to any service so therefore I'm not responsible for paying for something I didnt agree too. they don't have a contract signed by me for 2022. they just decided to send someone to my house and now are trying to strong arm me into paying for a service I didnt sign off on or agree too. I asked lee Ann white the office manager to show me proof of a signed contract by me and also video proof of a visit that occurred on march 18th 2022. its clear this business is not disclosing all of the information upfront and hoping that people like myself don't check my email and then just pay for something because of some automatic renewal loop hole. I am not paying for a service I didn't agree too or sign off on.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/26) */ Mr. ******* signed up for our services on May 20th, 2021. When he was signed up, he received a confirmation email on that day with the following enclosed on the email, "For your convenience, service continues from season to season unless we are notified by you. If you ever wish to make changes to your program, please call our office." He received 5 emails after a service was completed over the course of the year that detailed what we did as well as reminded him of our service being continuous. Continuous service is standard protocol in our industry. We have never made a customer sign a contract for service, nor did Mr. ******* sign a contract for services in 2021. In January of 2022, we sent a letter in the mail that informed Mr. ******* that his service renewed and if he needed to make changes, just to let us know. In February of 2022, we sent an email with that same letter to Mr. *******. Since we never heard from Mr. ******* that he needed to make changes or cancel his account, we came out and serviced his property on March 18th, 2022. If Mr. ******* would have reached out, we would have canceled his account. We communicated several times to try and reach an amicable agreement. Please see the attached files that show what was sent to Mr. *******. If you need any other information from us, please let me know! Consumer Response /* (3000, 7, 2022/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) pro grass sent someone to my house without my knowledge. they didnt even confirm that I still lived at the residence, shoot I could have died and they think by sending an email gives them permission to come out to my house. absolutely not. they don't have verbal or written permission by me the home owner agreeing to services for 2022. Business Response /* (4000, 9, 2022/05/02) */ Pro Grass stands by our previous response. As soon as we heard from Mr. *******, we canceled his account and have not provided any services since. There is a balance on the account from the application we did. We have made attempts to resolve this issue with Mr. ******* to try and meet in the middle. If he is interested in discussing this further, please give our office a call. Thank you.

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