ComplaintsforLawn Doctor of Keller, Southlake, Haltom City

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an active fire ant treatment plan 7/13/22-7/13/23 (paid in full for the year when plan first began). I was notified 7/7/23 that they would be applying a treatment on 7/8 (though they didnt come until 7/10). Then I received a notice that of a $493 account balance. When I inquired, I was told that I agreed to renewing my account for another year because I did not tell them NOT to do the treatment. Because this treatment fell within the timeframe of my original plan, I believed it was part of my original plan. I was NEVER informed that my plan would renew annually and I had no plans of renewing it. Instead of providing the information up front, the company assumed I knew this. While trying to work out the situation, I was told that my information had been sent to collections and that Lawn Doctor was cancelling all services for me. I called and spoke to the owner who told me this is the way they do it and theyve done it that way for 27 years and no one has ever had a problem with it. He echoed what the receptionist said via text, that that service renewed my plan and my account had been sent to collections. They renewed my plan without notice and without my authorization and now I have to eat the bill for it (and not get the services that plan provides) or have my credit take the hit.

  Business response

  09/13/2023

  We performed the Fire Ant Treatment for ******************** on 7/13/2022 and again on 7/10/2023.  While this is 3 days short of a year, to get the proper treatment timing one year is nothing more than a suggestion by the manufacturer.  That said, we do provide guaranteed control for one year.  We proved that by performing 3 follow up visits on 8/5/2022, 9/2/2022 and 4/27/2023.  3 follow *** is an inordinate amount when the efficacy of the product is proven.  In my opinion we were being asked to target other ant types as well of which we provide a separate program of 5-6 treatments throughout the course of a growing season.  Not only do all of our communications state clearly that services automatically renew from year to year we also provided a text message and e-mail pre-notification that we would be performing the treatment.  We do this with purpose in order to avoid these situations and you'll find no complaints like this on our record anywhere.  We operate ethically and with integrity and performed this service in absolute good faith and do not feel a refund is a fair resolution.  Thank you, *********************

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