ComplaintsforNexGreen

• Initial Complaint

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Nexgreen for several years but would never give them approval for the next years lawn treatments in advance, as they preffered or EVER have a credit card on file. I would call EVERY YEAR when I had agreed to use their service, usually mid-March and give them a credit card for that season ONLY. After a few years they started doing a poor job treating my lawn and charging more. I informed them at the BEGINNING of the 2024 season that I would NO LONGER be using them and had hired another company. They treated my lawn anyway. I called and said, "I told you NOT to treat my lawn." They sent me a bill anyway. After several months I kept receiving a bill and called them and said, "I told you I have hired another company." I agreed to be "nice" and pay the bill for the "Unauthorized" treatment. A week later they treated my lawn AGAIN! I called them and said, "I don't know what you are doing, I told you NOT to treat my lawn and I am NOT paying the bill this time." Now I have received bill after bill from NEXGREEN AND a notice from a collection agency. My "NEW" company 'Cardinal *****' told me that customers have "A HARD TIME" getting ********************** to stop service. They are known for that. I had even gotten 3 of my neighbors to sign up for treatment in the past. When they find out the way I have been treated I'm sure they will change companies. I DO NOT appreciate the harassment I have received from NEXGREEN. When a customer tells you NO, you respect that. I am a retired Columbus Firefighter and honorably discharged Air Force Veteran and DO NOT appreciate being treated this way and I am contacting the ************************ and 6-on-your-side. I do not want anyone else to go throught this type of harrassment. Shame on you NEXGREEN.

  

  Business response

  07/22/2024

  I have looked into ******************* account. I do apologize for the confusion in this matter. The only thing that I do not agree with is that we are impossible to cancel as she says she was told by our competitor. I do see where she spoke with one of our customer service representatives and told her to cancel the program. Unfortunately, that was not done like requested. My customer service manager is trying to reach out to *************** as I type this, to apologize for this issue and credit the account. It will also be removed from collections. I can assure you this is not how we do business and was an unfortunate mistake made by one of our employees. I do see *************** has been a loyal customer with us since 2014. I am sad to hear we did not live up to our end, especially for a loyal customer of 10 years.  While we do not enjoy losing business, we would never intentionally go back and perform a treatment on anyone's lawn who tells us they do not want our service. We will be crediting the account and removing from collections effective immediately. I apologize for the mistake made by our customer service representative. This is absolutely unacceptable and certainly not how we do business. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My lawncare service company **** ***** ******** closed up shop and sold their accounts to Nexgreen. I used **** ***** ******** for probably 18 years and never had one complaint. The bills and services were perfectly explained. Nexgreen is using some very deceptive practices when selling their products and services. They email you quotes for new services in the form of an invoice with no explanation in the email that its for "additional services". It appears as a bill that you owe. I always pre pay in the winter for the entire spring/summer services to get a discount. I receive a text today asking me if I'd like to pay for my second half of summer services by text. I responded that I paid for the entire season. The response was "this is a promotion to get cancelled customers to return I no longer have an active account". I did cancel my services after Nexgreen tried to get me to pay them on a home I have no ownership in about a month or two again. This doesn't mean that they did not owe me services that I already paid for through the end of season. They do owe me 2 or 3 more lawncare sprays for weed and fertilizer. In regard to the other home I didn't own that they billed for. The manager argued with me and claimed there are Ohio laws that required me to pay a bill on something I never authorized with Nexgreen. I had to send an email from **** ***** showing them I never approved any services on this home I didn't own. Its a shame that a company wants to use unfair & deceptive acts to steal money from its customers.

  

  Business response

  06/26/2024

  Hello Mr. ******. I apologize for any misunderstanding that has occurred with your account. I spoke to my customer service manager and was informed that there are multiple accounts under your name. I think this is what is causing some of the misunderstanding. Both accounts are currently canceled since May 15th. There is a credit balance remaining on the ********** ** *******. We are more than happy to either refund that or put it toward future lawn applications if you would rather.   We by no means intend to be misleading or dishonest in our sales tactics. We are offering some really good deals in an attempt to entice previous customers to give us another shot caring for their lawn and have heard that many people would prefer to be contacted through text messaging instead of a phone call, so they can respond on their own time or choose not to respond at all if they wish. It is never our intent to upset any current or past customers, and we would be more than happy to help any way we can. Once again, I apologize for any misunderstanding. If i can be of any assistance, i would be more than happy to help. Thank you, Eric B****** ******** ******* ********

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For the last few years I have used a company called *********** for my Lawn needs and this company (NexGreen) that I am filing a complaint against apparently purchased that company and, without telling me, came and applied Weed Killer and Fertilizer to my lawn the next season claiming that it was a recurring (from year to year) event. The problem is, once I realized that ******* **** was no longer in business (and I had no idea that they were purchased by NexGreen); I contracted with another lawn company (********) and they had already applied Weed Killer and Fertilizer the week before (so my lawn was now at risk because NexGreen just came out and started spraying my lawn). What's worse is that they did sent me a bill after I called them and told them I never purchased their service....since then I have spoken to at least 5 different agents of the company who said they would take care of the situation and I wouldn't be charged but they continue to send me reminders and bills for that one application and I refuse to pay them as I never contracted with this company!

  

  Business response

  06/04/2024

  My customer service manager has spoken with Mr. ****** a couple times regarding this account. We did purchase O** **** **** **** in May of 2023. At that time, we sent communication stating that we would be taking over the account from *** **** and continue the same program they were performing. We applied 4 applications to Mr. ******s lawn during the remainder of the 2023 season for which Mr ****** paid for without question or concern. On each of our invoices, it states that service continues year to year for our customers convenience. To make a change or cancel service, please contact our office. We also send multiple communications through email and regular mail during the winter season, stating that we will be back out in the spring to continue servicing the lawn. If you wish to make a change, please contact our office. Mr. ****** did not respond to let us know they wanted to make a change until after we came to do the first service of 2024. My customer service manager tried to explain this and make effort to work with the account and balance to no avail. The account was canceled on 5/29/24 and no further communication has been had since. There is still a balance of $66.65 on the account after closing. I will credit that remaining balance at this time and we can both walk away. It is not our intention to create any ill will. We are simply trying to run an honest business and provide people with the best lawn possible. At this time, the account is closed and the balance will be credited as no charge. 

  Customer response

  06/05/2024

  I accept the business's response to resolve this complaint.  For what it's worth, there are a lot of inaccuracies in this response including the fact that their "Customer Service Manager" called me multiple times (In fact, the only calls that I received from them were automated calls saying I was late in my bill...so I had to initiate the call back and it was always answered by random call office people including one named Jared who was incredibly unprofessional with me.  The first person I spoke with assured me that a Manager would reach out to me but that actually never happened.  Additionally, while they may have taken over the business last year the statement that I paid their invoices without complaint is false because the agreement that I had with *** **** that year was a prepay agreement and so they were just finishing that out and I would not have had to pay anything for the 4 applications they finished anyway.  I also received no emails from them as described...they may very well have sent a mailer or even several....but there are so many lawncare companies that flood people with marketing mailers I can't imagine they would expect that I would have opened up one from a company that I had no idea bought the company I was using.  The idea that they couldn't just actually call me on the phone when the business changed hands is really surprising to me.  Finally, that sad part of all of this is that I wanted to continue to using *** **** service and would have continued to use them if they would have communicated properly about what was going on...they did not.  I didn't want to use ********* and I still would rather have this company service me next year and throughout but after this struggle and the obvious inconsistencies with their response I have no interest.  
  
  Regards,
  
  ******* ******

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nexgreen came out to my house without any prior notification and billed me for services that i did not ask for. I had them come out last year and was unhappy with their service and did not reniew. Apparently they have a "unless you cancel" we will reinstate your service policy which was NEVER brought to my attention and no one called me to inform me of this horrid policy. I never signed anything or verbally agreed to this policy either. They should ensure they have made contact with the customer and have an agreement to begin any type of service that they would like to receive payment for. I am unhappy with the outcome. I do not feel that payment should be made for a service that I did not request.

  

  Business response

  04/16/2024

  We contacted Mr. ******* last Friday and discussed his concern and agreed to credit his application and cancel the account. He had been a customer of One Call for the last 20 years and when the former owner retired, we acquired his customers. We send him a renewal email and a prepay letter before the season started again but he did not read them. He did not realize that there was an auto renewal each year. The problem is resolved and we parted ways on good terms. Regards, Bill H***  

  Customer response

  04/16/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

*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. ↩