ComplaintsforNutri Green Lawn Treatment & Weed Control

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Being Billed for service after completion of contract. Reported to collectioin agency when I told them I would not pay for unwanted/unrequested service.

  Business response

  01/29/2024

  Nutri Green offers a program; we do not have contracts. Our services are always ongoing. We have added verbiage on every single document that we use to communicate with our customers that states: "our services continue from season to season. For a change in service, please call the office" This verbiage is also not hidden in the fine print but is in bold red letters, as well as, in the normal font inside all the communication/information that we offer our customers. We also add our Terms and Conditions to every email correspondence that we have with our customers to which the very first paragraph states: 
  

  By signing up with Nutri Green, your services will remain active indefinitely. ALL Nutri Green services will automatically renew on January 1st of each calendar year. You will be reminded of this annually by US mail and/or electronic communication towards the end of each calendar year. You will receive prior written notice of any price increase. Cancellation requests MUST be made via phone call to our office during regular business hours at ************ and for your protection, these requests cannot be made via voice mail and/or digital communication.

  I have attached a copy of our Terms and Conditions, a copy of the confirmation email that was sent to **************** once her services were activated and a picture of our invoice. These are left for the customer after every **********************. (Personal information and pricing has been removed from the invoice.)

  We also sent two letters by mail, one in November and one in December, listing all the services that she was scheduled to receive in ****.  The verbiage that the top of these letters specifically states "Below you will find a description and prices for each service your property is scheduled for in ****..." this is in addition to the "service continues from season to season. For a change in service, please contact our office".

  Since our services are ongoing and **************** did not notify us that she wanted to discontinue, we did treat her lawn and therefore there is an amount due for that application. The amount due is $82.22 NOT $662.00, as stated in her complaint, Furthermore, it was the $82.22 that was sent to collections after **************** refused to pay the amount owed for the services that were rendered.

  As for the notification prior to treatments, we are more than happy to add email notifications to our customers that need it, however, this is not automatic and must be requested. There are no notes as to **************** ever having requested this service.

  We are sorry that **************** did not understand that our services would renew but we always try our best to make all our customers aware of this policy. 

  Customer response

  01/30/2024

  Complaint: 21211677
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Business response

  01/31/2024

  You stated that we made modifications.This has always been our policy and absolutely no modifications have been made.
  We also do not have multiple websites. We are not a franchise business.
  I have attached a copy of the website that you would have gone to when you signed up online for your services.There are multiple places with the terms and conditions as well as big, bold font that lets you know that your services will continue from year to year and that you would need to contact our office to make changes. This is located right next to the submit button to send in your agreement to start services with us. You did choose to prepay for one year to receive a discount, however,that is not a contract for us to only treat for one year.
  Since our services have been completed, you did owe the $82.22 for that service. You have since reached out to us to let us know you did not want any further service, so now your account has been discontinued. However, with your refusal to pay what was owed on your account, the matter has been sent off to collections and is now out of our hands. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For many years I have used Nutrigreen for ************* I did so by prepaying for service 1 year in advance. On 1/13/ a technician from Nutri green arrived at my house an applied application to my lawn. I did not request nor pay for service for ****. Nor was I informed that a service was scheduled to be applied. I called and left message saying there was a mistake as I did not request or authorize service. Later that day I received a call from a man name **** on 1/13 who said terms and conditions allowed them to apply service and demand payment regardless of my wishes. I repeated that i did not authorize service and would not be paying. On 1/17 I received email from the company demanding payment as the credit card used last year had since expired. I responded via email that I did not request service and would not be paying for it. And this was the 3rd time I have informed them that the service was not approved nor ordered and would not be paid for. At 1:30pm today i received a threatening call from representative **** on 1/17 saying received my email and they are going to send me to collections despite my repeated reassurances that it was not requested. My only request is that they be reasonable with a long time customer request who no longer wants their service, realize their mistake and stop with threating calls and aggressive behavior.

  Business response

  01/22/2024

  As shown in the documents that were uploaded by ******************,For your convenience, service(s) continue from season to season. For a change in service, please contact our office... This information is in bold red print on the invoice.  Invoices are left for our customers after every treatment. This information is also in the very first paragraph of our terms and conditions (on the back of every invoice as well as in every email communication that we send out), which have also been attached and state:
  
  By signing up with Nutri Green, your services will remain active indefinitely. ALL Nutri Green services will automatically renew on January 1st of each calendar year. You will be reminded of this annually by US mail and/or electronic communication towards the end of each calendar year. You will receive prior written notice of any price increase. Cancellation requests MUST be made via phone call to our office during regular business hours at ************ and for your protection, these requests cannot be made via voice mail and/or digital communication.
  
  We did send two prepay offers by mail, one in November and one in December, listing all the prices and services that he was to receive in ****. These notices also say, in bold red print, For your convenience,service(s) continue from season to season. For a change in service, please contact our office... to remind our customers that our services are ongoing. This is also stated in the verbiage at the top of the letter.
  
  As also stated by ******************, he has been a customer for many years and our policies and procedures have not changed. Even last year, he received his first application of 2023 prior prepaying for the year. He received his first application on January 25, 2023, and did not prepay for his services for the year until February 21, 2023. We always renew services and begin each January and give our customers until February to decide whether to take advantage of the discount by prepaying for the year, or deciding to pay for services as they are rendered.
  
  ****************** did not contact us until after the application was completed. At that point, we were happy to discontinue any future applications, but the fact is, one application was already done, so there was a balance that he would need to pay for the treatment that was completed.
  
  ****************** called in over the weekend, saying "I previously prepaid for service for the entire year. I no longer wish to do that, and Im not going to pay for this service that I did not request". We tried reaching out to ****************** multiple times after receiving his voicemail. During the first call, ****************** would not let **** speak and hung up on him. We then received an email from ***************** that he was refusing to pay for services rendered, which was in response to our email notifying him that we needed up updated card on file for the balance owed. We responded to his email explaining all of this to ***************** and let him know we would be happy to work with him to get the balance owed paid, to which we never got a response.
  The second call to ****************** was also in response to his email stating that he would not be paying.  **** was able to inform him that our services always continue, per our terms and conditions, and that since he did not notify us prior to the application, he would owe us for the treatment that was done. We would then be happy to discontinue his services. Mr. again refused to pay for the service, at which time, **** let him know that a non-payment would be sent off to collections. 

  Customer response

  01/22/2024

  Complaint: 21158937
  
  I am rejecting this response because: this does not offer any new information on their deceptive billing practices and only reinforces that they sent me notices to renew, which i did not send in, thus no requesting additional services into 2024.
  
  Regards,
  
  *****************************

  Business response

  01/24/2024

  Our practices are in no way deceptive, thus the reason we have verbiage on every single document that we use to communicate with our customers which states "our services continue from season to season." This verbiage is also not hidden in the fine print but is in bold red letters, as well as, in the normal font inside all the communication/information that we offer our customers.
  The documents that you received in the mail are not to renew your services, it is an offer to receive a discount on your services should you choose to prepay.The letter specifically states, "Below you will find a description and prices for each service your property is scheduled for in ****..." this is in addition to the "service continues from season to season. For a change in service, please contact our office".
  Im very sorry that you did not believe that our services automatically renewed,but we absolutely do try and communicate that everywhere that we possibly can.We always hate to hear that our customers have not had an excellent experience and do apologize for any miscommunication that you feel you have received. 

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi Please can you put my home address on any suppression list? Or remove me Current Resident from your marketing mailing list?I already completed the best overall way I can find to stop marketing mail a couple of years ago and I checked it is still current - https://www.dmachoice.org/ (run by the **************************** at ******************************************************************** like to not receive the offer in future. I will be sure to contact you if I need the lawn services you guys do.Thank you.

  Business response

  03/03/2022

  Dear Mr. ******************* received your complaint with the BBB and would like to assure you that we have already notated and removed your contact information from our marketing database. 
  
  Please be aware however, that while we have removed your contact information, we unfortunately cannot provide a full guarantee that you will not receive any future advertising.  Prior to sending our mailers out, we ran this mailing list through a rigorous scrubbing process to include removing addresses registered on the **************** Associations Do Not Mail List.  Unfortunately, your address was overlooked for some reason, and as we mentioned before, we do everything we can to ensure the integrity of our mailing lists, but it is not an exact science nor is it intentional.
  
  We will do our very best to make sure your address will not be included in future mailings.
  
  Please feel free to contact us directly at ************************************************************* or call us at ************  if you should have any questions and we would greatly appreciate it if you would be willing to remove this review from BBB as we have taken care of your concern.
  
  Sincerely,
  Nutri Green

  Customer response

  03/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My exact address is in the Do Not Mail list at DMAchoice.org so hopefully we dont see more unsolicited mail in the future.
  
  Regards,
  
  P Hancocks

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