ComplaintsforPurple Care

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warning Warning: I have been a satisfied customer for several years but something has changed. At least twice this winter they treated my yard for preemergent weeds. Several weeks ago I noticed weeds growing so I called for their guarantee and talked to ******* who moved up my next appointment for other lawn services instead. The tech came and did nothing for the weeds but charged me several hundred dollars for other services. I complained about the weeds and he told me it would take two weeks for results. Results are crabgrass and nut grass all over my ******************. Attempted tech a second time but he never called back. Called office to complain and ******* argued with me and finally offered to schedule a supervisor visit. I told her I would be here the next day and was told that wasnt how it worked for them. I canceled my service. I paid nearly 900 in the past six months, Thousands over the past few years

  Business response

  04/22/2024

  Thank you for your feedback and for your years as a valued customer. We apologize for any frustration caused during your recent service experience. We aimed to address your weed concerns efficiently by combining them with your upcoming scheduled service, and also planned a quality control visit. Unfortunately, it seems there was a misunderstanding regarding the scheduling, and we regret that we couldn't resolve this before you decided to cancel your services. We appreciate your feedback, which is crucial for our improvement, and we're truly sorry to see you go. If theres an opportunity to discuss this further, please contact us. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/6/23: Not only was the scope of work not complete upon the first visit, there were still large areas of weeds remaining in the back flowerbed after the second visit. During the first visit rather than digging out the 3-4 for the flowerbed as outlined in the scope of work, the weeds were just weed whacked down to stubs. The cement pavers were simply laid in the grass and the border was not completed. I was a little understanding thinking maybe what we requested was misunderstood (although plainly outline in the agreed upon scope of work); however, after the second trip out I realize it's just negligence. There are still large patches of the back flowerbed that were not weeded. Both visits the crew left without notifying us, probably to not be held accountable for their work. I requested for Purple Care to come out and finish the original job; however, I was told I would be charged the original hourly rate. $865 later and Im left finishing their work. My card was ran without notification of the final amount and I had not opportunity to discuss the work before it was charged. I would be happy to receive a partial refund as I do acknowledge they did spend time weed eating although that was not requested anywhere in the agreed upon scope.***4/16/23 update: Quality control came out Friday the 14th and told us the work was acceptable and the team did what was asked of them. When I asked why the weeds werent removed as per the scope of work I was told the weeds most go deeper than 3-4 inches there. Also asked for an explanation on why it took 3 men 3 hours to weed eat and was told that he "didn't have access to that information. My husband and I began finishing weeding out the flowerbed on the 16th and realized the section we thought was complete actually was not. The weeds in that section were just weed whacked down to nubs and covered in dirt. The entire grass/weed root systems are still there. ***I have pictures but am receiving an error when trying to submit.

  Business response

  04/21/2023

  Attached are two images of before and after's that our crew and our quality control manager provided. You will see that our crew did dig and pull weeds 3 to 4'' deep as stated in the scope of work. You will know this by the irrigation piping showing through the flowerbeds after weeds were dug out as well as soil residue on the fence line. The roots within this flowerbed were much deeper and Purple Care also told this first-time hourly client that we would spray herbicide free of charge to get down to the roots and that the beds needed such treatment. The homeowners were in disagreement with one another on such treatment. The wife wanted to only use vinegar to treat weeds and our quality control manager explained that Purple Care is not chemically dependent and that we use the lowest levels for safety and that this treatment does not leave long term residue. 

  In regard to our policies and procedures, Purple Care does 24-hour call ahead, texts and emails letting out clients know when we will be at their property. There was no running off a job in its completion and our system automates billing once the job is complete. (not prior to services rendered) 

  The job was completed.

  Customer response

  05/01/2023

  Complaint: 19962995
  
  I am rejecting this response because:

  
  Please see below links to the "after" pictures as well as screenshots attached of the agreed upon scope of work. The scope of work clearly states in section 3 that ALL weeds and grass would be removed as well as 3-4" of soil. In regards to the "solution" of herbicide, Purple Care stated that they would pull weeds & dig up the requested areas and not use any herbicide ("Scope of Work 2" attachment). If they had been honest with me and told me that pulling up all the weeds and grass was not possible for them without the use of herbicide, I would have selected a different company to do the work.
  
  Purple Care did not communicate the total cost of the job before running my card and they did not send me an itemized invoice outlining what made up the $864.92 charge. After doing some math on my own, that equates to the 3 men who came to our house working **** hours. I do not agree that the work that was done (not even the completed scope) should have taken 3 men **** hours. There are still numerous areas where the weeds/grass were simply weed whacked down to nubs and not dug out. The area by the downspout (section 5 of scope) was not even touched. 
  
  Regards,

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

  Business response

  05/02/2023

  Again, this was an hourly job performed and signed upon by ******************* in her agreement. In her agreement it states that she allows Purple Care to charge the card after services rendered. Businesses cannot possibly call every client after services are completed to process payment. She did receive an itemized invoice as does every client who receives services rendered by Purple Care. As stated prior, Purple Care did hand pull the weeds, charged only the hourly time spent and also offered free herbicide treatment as this property had been neglected for some time and needed treatment beyond pulling weeds. If you do not eradicate the root systems, the endless cycle continues. The longer you neglect tending to weeds, the deeper the root systems become. Not only did we complete the job, crew came back out, but our quality control manager also spoke with the husband and agreed that treatments were imperative and would give real resolution at no cost to the client. Purple Care went well beyond to work with this client to no available. 

  The hourly job was completed. 

  - Purple Care 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was to receive notice when service was being provided and receive a bill.When I called to cancel the service I was told that I owed them money. This included a late fee and was sent to a collection agency, which will now show up on my credit report! I was never informed I received the service and never informed I owed money. They have my phone number and should have called me before they sent it to a collection agency. I offered to pay but refused to pay the late fee but the receptionist on the phone insisted that I had to pay it. I asked to talk to the manager, but was informed that the manager and owner refused to speak to me. I told the receptionist when they had time to talk to me I would then pay.I do not appreciate being sent to a collection agency and do not appreciate the rude and neglectful customer service they provide! I will not pay the late fee!

  Business response

  04/27/2023

  ************************* began quarterly pest control services with Purple Care on 4/23/2020. ******************* receives call a heads, texts and email notifications when we will be at her property and her billing as well. She stopped making payments in May of 2022. With multiple attempts through emails and phone calls to resolve the issue of non-payment for completed work, Purple Care had come to no available resolution. We could see that she received and opened all communications.  Purple Care is very sensitive to lifes expenses, so we do offer special billing and multiple options to work with our clients. Her late fee of $10 total, (not monthly recurring late fees) was emailed to her on 7/7/22 with her remaining balance of $117.99 for **** balance. We closed the account on 7/20/22. She finally responded back after our multiple attempts to contact her by call phones, emails and text messages and asked to cancel services on 7/27/22. We notified her that her account was closed with a remaining balance, it was never paid and was sent to collections.

   

  We have systems in place to always make sure our clients are aware of when we will be at their property as well as their billing.

   

  Sincerely,

   

  Purple Care

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I selected this company to redo my flowerbed they came out 3 times to plant 9 plants and re-mulch the first time they had 3 plants and mulch the second time they planted an additional 3 plants not putting them in the ground all the way so I requested to have them fixed. When they came out the 3rd time they fixed the second set of 3 plants but didnt plant the final 3 plants right I called and complained about the service they told me someone would come back out to fix the plants on Monday Monday comes and no one shows up to fix it I check my email they told me they wont be coming out to fix it and proceeds to attempt to charge my card.. they attempted to charge me $520 and did terrible service I wasnt satisfied with and still expects to be paid and refused to correct the issues I strongly discourage anyone from using this company they are terrible.

  Business response

  05/02/2022

  The plants were installed by a 15 year landscape veteran that used proper horticulture techniques.  This is client is asking for something that is bad for the plants and something we will not do.  She also was not watering properly as the soil was very dry even though the client claimed they were watering.

   

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

  PRESIDENT AT PURPLE CARE

*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. ↩