ComplaintsforGecko Green

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to take care of my yard to kill the weeds but instead of killing the weeds the damaged my yard and killed the grace *** I called them to fix the yard but they denied and only they said they will credit back the two months they charged to my credit card

  

  Business response

  06/07/2024

  Dear ****,

  I would like to address this complaint by sharing the whole customer experience.

  4/17- Customer signed up for service and a detailed confirmation of services set up was emailed to customer advising what services were set up and the costs associated with the services. 

  4/22 - Customer called to request that the spring aeration be cancelled. The service was already completed before cancellation was processed.  As a result, we processed a refund of $136.40 on 4/23/24.

  4/23 - 1st lawn application was completed. It was a pre-emergent and post- emergent weed control application.  Customer was charged a half price discounted rate of $32.42.

  5/13 - Customer called to cancel service saying they were moving. Account cancelled.

  5/20 - Customer called back to reinstate service and again a confirmation email was sent

  5/23 - 2nd lawn application was completed including fertilizer and spot weed control. Customer was again charged a half price discounted rate of $32.42.

  5/28 - Customer called to say our application burnt the lawn and requested a manager visit the property and do an assessment. During the visit the manager found the lawn was very thin and mostly winter weeds. The weeds are what we killed with our applications. Customer did not agree with the manager's findings. Manager offered to refund the charge for both applications completed and cancel services. 

  5/30 - The refund for both lawn applications was processed for another refund of $64.84.

  As a company with 25 years of experience treating lawns in ***********, we do not agree with complaint that we damaged the lawn. Our findings are the lawn was mostly weeds when services began. We also have refunded all charges to the customer for a total of $201.24. 

  Our belief is that a total refund of charges is a proper and adequate resolution to this complaint.

  Customer response

  06/07/2024

  I am rejecting this response because:   
  they damaged my back yard 

  they killed most the grace 

  Customer response

  06/07/2024

  After they damaged my yard by killing most my grass ivy using chemical stuff they have to replace all the damaged area with new grass 

   

   

  

  Business response

  06/13/2024

  Dear ****,

  As we have already stated in our previous response, we did not damage the grass and the only thing we did was kill off the weeds that were present when we started service. We have already refunded all charges to the customer and will not be held liable for fixing the lawn we did not damage.

  Regards,

  Gecko Green

  Customer response

  06/13/2024

  I am rejecting this response because:   
  This company needs to take responsibility and fixing what they did 

• Initial Complaint

  04/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Gecko Owner - **** Hayes and Sales Team: Cease All Calls. I also have a non-soliciting sign in my yard and your people come and put me a sign for 2 years when I asked not to.I have repeatedly requested that your vendors stop calling me, yet the calls persist. My experience with your service at my home in ******** was poor, characterized by unsatisfactory follow-**** Frankly, my ten-year-old son could have done a better job.It appears that your salespeople are intentionally ignoring my requests. This is now the third call in a single month despite my clear directive for no further contact. I am dissatisfied with the service and cannot recommend your company. Continued disregard for my requests compels me to take additional measures to ensure these calls stop.I recommend that you refrain from engaging with individuals who are not interested in your services and instead focus on those who are satisfied with your business. If your salespeople have enough time to deliberately call and play games, it indicates a lack of genuine interest in serving and caring for your communities.I will participate alone if you intend to engage in social media games. Let's see who prevails. Understood?

  

  Business response

  06/03/2024

  Hello - we missed the first notice about this complaint but we are working on a response today and will submit it this afternoon. It is not our intention to miss the response deadlineplease ***** us an extension if need be. Thank you!

  

  Business response

  06/03/2024

  ****************,

  I know this has been discussed with you by numerous managers at Gecko Green and we have taken steps to address your concerns.  We apologize for the frustration and certainly understand your frustration. The company has protocols in place to prevent this situation and they were not adhered to properly. Our apologies again!

  **************, ***************** Manager

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was forced to file this compliant due to an unauthorized visit which resulted in a corresponding bill charged to me. Back in March of 2022, I called Gecko Green for a quote on lawn service and decided to go with their prepaid program which included 9 visits and an aeration. When I talked to the representative in March of 2022, I made it clear that I was new to lawn service and I wanted to give the service a try for a year.  I never gave them approval to continue their service beyond the initial program I signed up for. The agreement was for 9 visits and an aeration, nothing more. I did NOT authorize them to continue the service beyond that.     On 2/10/23, I received a text stating, "your next Lawn Care application is scheduled for 2/11/23". There was no mention of the cost of the visit, or that this was them automatically renewing my 2022 contract. Was a little confused by it and thought it was possibly sent in error, but then I received an email on 2/11 stating that they had come by and was being billed $64.90 (which actually reflects an increase from 2022).  Had I been home I would have questioned the visit and then refused it. Why not give the customer the option upfront to chose the type of service they want...continuous visits year to year, or to a predefined set of visits?  Better yet, why not reach out to the customer at the beginning of a new season with a renewal offer, outlining the various price options?  If you believe in your service, you shouldn't have to revert to tricky to retain your customers. If they had just removed the charge after my initial email questioning the unauthorized visit, the issue would have been resolved and I wouldn't have been forced to filing this compliant.  Providing good qualify customer service can go along way to distinguishing yourself from the competition and result in a higher customer retention.  Unfortunately, Gecko Green failed on multiple fronts on the way they handled my experience.

  

  Business response

  04/10/2023

  Thank you for sharing your feedback regarding your service with Gecko Green, and we are sorry for the miscommunication around this situation. We always strive to be transparent with our customers about what their service includes and how we provide that service.  Part of that transparency includes a confirmation email when services are initiated that details the number of applications you agreed to and the cost of the applications with the discounts applied to your service. In that email it states services continue from year to year and if you need to make changes to please contact us and we would be happy to help. You received this confirmation email on 3/21/22 the day you agreed to service.  In a further attempt to advise our customers that our service continues from year to year we put that notification on each after-service email we send to our customers. You received 9 after service emails last year with that advisement. Typically, in the December through January time period we contact our customers either by email or phone call to advise them of any discounts we are offering for the coming year. We attempted to provide you that offer on January 6th, 2023 when we called and left a voice mail. To avoid situations like this, we also notify our customers the day before a service is to be provided via text or automated phone call so they have time to make any changes. You received this notification on 2/10/23 per the complaint you provided to the Better Business Bureau. On 2/13/23 you emailed Gecko Green advising us that you were disappointed that service had renewed, and you wanted to discontinue. On 2/13/23 we attempted to contact you to provide a resolution regarding your service and were unable to reach you but left a message. Between 2/14/23 and 3/1/23 we attempted to contact you 3 additional times and left messages. The price of your service remained the same as last year, $59.95/application. The only difference in price was the prepay discount was not applied.  On 3/6/23 we received your email requesting us to stop calling. We have credited the full amount of the application we provided on 2/11/23.

  Customer response

  04/11/2023

  I have reviewed the business’ response and accept this resolution. Also would like to add the following response.
  

  If you truly want to be transparent, I would suggest including the cost of the service you are about to provide when it falls outside the prepaid visits, or indicate when its the first service you provide outside of the initial prepaid agreement that reflects the start of a new season. Either of these statements in the text I received the day prior to the service would have clearly indicated that you are going beyond the initial agreement and would have resulted in me cancelling the visit (and would have prevented this issue from occurring). An important fact to remember...slipping in a statement in your emails indicating service continues year to year, does not constitute an agreement by the customer.  As to the 10% discount offers you provided, I didn't accept/respond since I had not made a decision on whether I was going to continue the service. I also went back and listened to the 3 messages that were left, all centered on trying to resolve the issue in order to keep me as a customer. The first 2 actually sounded more like a sales pitch and that was the last thing I wanted to hear if I had called to "resolve" the issue. Clearly we have different opinions as to whether your company was justified to come out to my property and perform the service in question. Hopefully though this experience will result in a review of the current practice, particularly the communication that is shared with your customers, as I think portions of it can be viewed as deceptive.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to get this company to stop calling my phone number for 3 years. Everytime they call I ask them to remove my number and name from their company call list. We no longer use them and we will never use them again. Can you help me to get them to stop calling me to try and get my business.

  

  Business response

  03/28/2023

  We are very sorry that we failed to honor this request and we have removed the phone number from our system.  Thank you for bringing this to our attention.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When we first moved to the residence we hired Gecko Green to do the lawn care maintenance and had to sign a one year agreement. The second to last visit that Gecko Green did I did not question if it was still in my contract or not because I assumed that they would ask us to renew the contract if it was over, that did not happen and they just came out anyway and was not aware that this was past the contract agreement and would be a charge for it so I approved them to come out. Then I received a bill in the mail for that service and then another e-mail stating that I was scheduled for service the next day. I sent an e-mail back to you guys stating that I wanted that service cancelled as we did not have a contract with them anymore (which I realized when I received the bill) and they came out to the house and treated any way. I feel like they did the first outside of contract and did not let us know it would cost us something and I would have said no because I was looking at the other companies and the second time they came out I specifically said not to so they should not charge me for that if they came out any way. I have attached a copy of the e-mail stating you not to come out and do the service. I have received a collection notice in the mail for this and believe that I do not owe it and I am disputing the $200 bill that you believe that I owe.

  

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/11/03) */ We apologize for the customer's frustration and the confusion surrounding this situation. Our prepayment arrangement with this customer was not a contract and the customer was made aware when they signed up for service that the services were continuous year to year until cancelled. All of the subsequent invoices sent to the customer also include this reminder that services will continue year to year until cancelled. Our staff also made over 10 phone calls to the customer to resolve the past due balance and left messages but did not receive any correspondence. In the interest of customer service, we have adjusted the customer's past due balance to $0 and apologize for the confusion.

*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. ↩