ComplaintsforOneNeighbor, Inc

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been using OneNeighbor for lawn mowing for about 2 years with no complaints. I stopped using them during the winter and then on 03/18 used them as a one time thing. On 04/26 I restarted my recurring service as my grass started to get high again. On 04/27 I was assigned a provider, Bluecollar-llc, on 04/28 this provider submitted a ticket saying they couldnt mow because of an equipment issue, on 04/29 and 04/30 and 05/01 they submitted 3 more tickets saying exactly the same thing. Then on 05/02 they submitted a new ticket saying I declined service which is entirely untrue, at this point Ive been waiting 6 days for my lawn mowing to be done, I then on 05/02 requested a different provider and was given Bright lawns. On 05/04 they rescheduled my service because now they too were having equipment issues, then on 05/05 they finally came and mowed my lawn and submitted a ticket asking to charge triple price because my lawn was over 12 inches. I immediately sent an email to customer service saying what had happened but now today without ever responding to my email they approved the entire job and charged me triple for the job. On top of it solely being their fault that my grass was so high, the grass wasnt even over 12 inches. I have attached a picture that the provider themselves took that shows how tall the grass was.

  Customer response

  05/08/2023

  The business has refunded half of what they charged me so this matter can now be considered closed. Thank you for your help with this.

  

  Business response

  05/09/2023

  I have reached out to this customer directly, and he has agreed to retract this BBB complaint when he has time to do it. Are you able to contact him or hold the complaint until he can remove it?

  Please see the attached email.
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One Neighbor was doing my lawn for the past month. They are having trouble getting vendors and mine changed twice. I got a notification that my lawn was complete. It was not. I let them know via email and through their app. They replied that it HAD been mowed....not true. Finally after contacting them again via the app, they sent someone out to do it. However, they took they $$ out of my account before the work was even completed that morning. (Their rules are that we have 48 hours to approve it.) The vendor also MOWED DOWN ONE OF MY TREES! It was small and new. No one notified me. When I called One Neighbor, they refused to address the issue and said I would have to call the vendor. I told them that I paid OneNeighbor not the vendor. I had to call the vendor......and leave a message. They will not call me back.

  

  Business response

  08/17/2022

  Business Response /* (1000, 14, 2022/08/17) */ ****, I am really sorry to hear about the service issues that you experienced with *********** Lawn Care, LLC, the service provider that was assigned to your property through the OneNeighbor platform. I know exactly how annoying it is when a vendor is unreliable, says they completed the job when they actually did not, or cause damage to your property. I also want to thank you for being a loyal customer to OneNeighbor. Looking at your account, I can see that you've been an amazing customer since April 2021. We really do value your business and want to make sure that we do everything in our power to give you the best experience while using our platform. OneNeighbor is not a service provider, we do not perform any services. OneNeighbor is a marketplace that connects homeowners with local service providers who perform the services at discounted rates achieved with volume through neighborhood group purchasing and colocation. Regarding the tree that was damage or mowed over by *********** Lawn Care, your service provider, we're so sorry that happened to you! I know I would be upset if I came home and saw my new tree damaged like that. As a resolution, I have issued multiple refunds to your card on file totaling $114.48. This should more than cover the cost to replace the plant that was damaged and cover the cost of the service that was not completed by your service provider. Additionally, I have included a service credit on your account that can be used on any service offered through the OneNeighbor app. I'd love to win back your business. While your initial experience with the provider was poor, we have many amazing providers on our platform that are eager to provide you with great services at an affordable rate. If you have any questions or if there is anything else that I can do, please do not hesitate to reach out to me directly at the email listed below. Thank you, Daniel ********* CoFounder & CRO OneNeighbor, Inc ******@OneNeighbor.com

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. One of the companies they sent broke our yard gate & front yard faucet. They refused to compensate us for the damage unless we got three separate quotes and sent them to assess. We just took care of it. (date: September 28, 2021) 2. They sent a text at 9 pm (October 19) about a service being done the next day (October 20). We did not need it, we called the next morning as soon as they opened (8 AM) to cancel the service. They said they can't do that without a 24-hour notice. That was impossible since they sent the notice at 9 PM, and you have to cancel by phone, and they are only open from 8 AM to 5 PM.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Each time our yard is scheduled to be mowed it gets rescheduled each day for a week or two before someone shows up (worst case was when they didn't show up for 6 WEEKS). Price has gone from $25/week to nearly $40/week. Last time they did not blow the leaves up. This time the broke a fence, hose bib, and left a canoe in the middle of the yard.

  

  Business response

  08/17/2022

  Business Response /* (1000, 14, 2022/08/17) */ ******, I'm very sorry that you had a poor experience with ** *********** your service provider on the OneNeighbor platform. OneNeighbor is not service provider and does not perform any service, it's a platform that connects homeowners with local service providers who perform the services at discounted rates achieved by volume through neighborhood group purchasing and colocation. I completely understand how frustrating it is when a service provider does not show up when they say they will. Since your last service, we have made many changes to our platform including an automated service provider quality & reliability rating system. After each service is performed by their provider, the homeowners are encouraged to rate the job and their provider. These ratings are calculated and service providers are automatically removed from OneNeighbor if they fall below our strict threshold for quality. The service provider that you had assigned is no longer working with our platform, they were removed for poor reliability. May 2021 Rain Delays: During may of 2021 your area did receive a record amount of rainfall. In fact, your area received 19 days of consecutive rain. This rain had delayed lawn mowing services for all customers for almost an entire month. The service providers do not mow in the rain and once the rain finally stopped, it took an additional week for the ground to dry enough to allow the service providers to resume services. Unfortunately, there's nothing we can do to control the weather, which caused this long delay. We completely understand the frustration this caused during that time. Again, I apologize for the poor experience you had with your previous service provider on our platform. I have gone ahead and issued a refund to the card on file for your last service that was completed and charged. Additionally, I have placed a credit on your account that can be applied to any service that you book through our app. I encourage you to give us another try! One of the benefits of using OneNeighbor is that if you're unsatisfied with your service provider you can get a new provider at the click of a button. Every service is backed with a 100% satisfaction guarantee. Before customers are charged for a completed job they have 48 hours to report any issues. This allows customers the have their provider fix any service issues before they're charged for the service. If you have any questions or if there's anything else that I can do, please do not hesitate to reach out to me directly at the email listed below. Thank you, Daniel ********* CoFounder & CRO OneNeighbor, Inc ******@oneneighbor.com

• Initial Complaint

  09/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've been having trouble with OneNeighbor and ******** about service that was never done. I called One Neighbor on 08/02/21 @ 8:50 am about this and was told to call ********* I spoke to ******** on 08/02/21 @ 8:56 am and explained all of this to them and at the same time I cancelled their service. They keep trying to charge $51.95 for service that was never done on 06/04/21 by ********* This charge was refunded on 08/03/21. I received another email from OneNeighbor on 09/02/21 charging me $51.95 for service on 07/15/21 that was never done. I contacted OneNeighbor by email on 09/03/21 and have not heard from them. I am disputing this charge posted to my credit card on 09/03/21. Please help me get this service cancelled once and for all and my money refunded. Thank you, **** ******* ****

  

  Business response

  08/16/2022

  Business Response /* (1000, 14, 2022/08/16) */ Hi ******** We are very sorry for the poor experience that you had with ********* a fertilization service provider on the OneNeighbor platform. During the time of this incidennt, there was a 30-45 delay between the time when ******** actually performed the service and when they marked the job as completed in our platform. This delay caused confusion amongst OneNeighbor platform users because it appeared to OneNeighbor users as though they had just received and were charged for a service that was performed 30-45 days prior. We understand this is a frustrating issue and we have since resolved the issue with ********* Again, we're very sorry for confusion. After taking a look at your account I see that you've been refunded for all of the ******** services in question. If you have any questions or if there's anything else that I can do, please contact me directly, ******@oneneighbor.com. As a make-good, I have placed a credit on your account for a free service. We really appreciate your business and apologize for the poor experience that you had! ******- CoFounder- OneNeighbor

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company "OneNeighbor" charged me for services that were not complete ($36.80) and then tried to charge me for the same service. This company is a scam. They advertised $24.89 which includes taxes, but quickly went up to the $36.80 after a couple of times. When the price went up the quality went down. The last time i paid for service (August 3rd) they only mowed the front yard because they did not notify me that they were coming. When I asked about their completion I was told that it oud be done. To date my back yard has not been done. Now they are trying to schedule another whole service and charge me the $36.80. I am requesting half of the money ($18.40) for half of the service.

  

  Business response

  08/17/2022

  Business Response /* (1000, 16, 2022/08/17) */ *******, I'm very sorry to hear about the poor experience that you had with your lawn mowing service provider *** ******** & Service) that was booked through the OneNeighbor platform. As an online marketplace, our goal is to provide a platform where homeowners are able to easily book high quality lawn and outdoor home services easily through our app at an affordable price. We're able to offer the best prices in the industry through volume with neighborhood group purchasing and colocation. All of our services are backed by a 100% satisfaction guarantee, customers have 48 hours to report any issues with a completed service before they're charged for the service. Looking into your account, I see that our support team has already refunded $18.40 to your account on 7/12/2021 and another $15.00 on 8/17/2021. I'm happy to see that the issue was successfully resolved! As a make-good for the trouble that you had with your provider through our platform, I have just refunded another $18.40 back to the card on file. Additionally, I've added a service credit to your account that can be used on any service that you book through the OneNeighbor platform. I'd love for you to give our platform another try. We've made many changes to the platform since your last service with us. If you have any questions or if there's anything else that I can do, please do not hesitate to contact me directly at the email listed below. Thank you, Daniel ********* CoFounder & CRO OneNeighbor, Inc ******@oneneighbor.com

• Initial Complaint

  08/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of OneNeighbor weekly mowing service since June without any issues. Starting on Aug 4th, I get a message saying that my job has been completed when clearly it was not so I reached out to them and they said the gate was closed to get in my neighborhood even though all the gates are open until 7pm. I called on Aug 5th OneNeighbor (almost impossible to get a hold of someone) and she mentioned that will add a notation to the account to make sure it does not happen again and will send someone to mow the lawn on Aug 6th. I had to travel abroad but when I came back, the lawn was still not mowed and I get another charge of $33 and again nothing was mowed even though I had called on Aug 6th and provided specific instructions on access (all the gates are open until 7pm). I called today 08/17 and customer service said a refund cannot be processed even though I called earlier to provide specific instructions and no mowing has been done in 3 weeks! I want a refund of the $66

  

  Business response

  08/17/2022

  Business Response /* (1000, 16, 2022/08/17) */ ******, First, I'd like to thank you for your business. I can see that you've been a longstanding lawn mowing customer from June 2021 to present. I apologize for the poor experience and billing errors that you received in August 2021 with your assigned service provider ****** ********* Lawn Care) through the OneNeighbor platform. Looking at your account, I can see that on 8/17/21 our support team had refunded $33.01 back to your card on file for the service error that occurred on 8/4/21. I am not seeing any duplicate charges on your account. The rest of the charges on your account are all for completed services and everything looks spot on. I understand that the service provider's mistake in August 2021 was frustrating and I'm sorry that you had to experience that. As a courtesy, I have gone ahead and processed a refund for your most recent service. Additionally, I have placed a credit on your account which will be applied to your lawn mowing service scheduled for today, 8/17/2022. If you have any questions or if there is anything else I can do, please do not hesitate to contact me directly. My email is listed below. Thank you, Daniel ********* CoFounder & CRO OneNeighbor, Inc ******@oneneighbor.com

• Initial Complaint

  08/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ad for OneNeighbor Lawn Mowing XXX-XXX-XXXX advertised $20 weekly, $21 biweekly when I signed up around March 2021. I believe my amount for medium yard was $24.50? I also signed up my Daughter's yard for service on my credit card. Showed BBB accreditation. No added fees indicated. They only send billing information on email - no paper notifications sent. I do not use my email, but am forced to provide one for their records. Mowing, edging, scheduling was not great but I did not complain due to price I thought I was paying. BIG PROBLEM - failure to disclose their extra fee and taxes added to price. I no longer have grass in front yard, both my and my daughters yards are actually small. My latest August bill was $41.94, my daughters over $36. During May, rain prevented scheduled mowing, it was almost a month before it was eventually mowed. This company can not be trusted as to value or care regarding customers. Left phone message for manager Julia, *****@oneneighbor.com.

  

  Business response

  08/17/2022

  Business Response /* (1000, 16, 2022/08/17) */ Hi *****, First, I wanted to thank you for your business and using the OneNeighbor platform to book lawn mowing service at a discounted rate. Looking at your account, I can see that you received lawn mowing service from March 2021 - August 2021. We truly value your business and I deeply apologize for any confusion regarding the billing. Email Communication & Terms of Service: OneNeighbor is not a service provider, we do not perform any services. OneNeighbor is a marketplace that connects homeowners with local service providers who perform the services at discounted rates achieved with volume through neighborhood group purchasing and colocation. As a digital platform (web & mobile) all communication is sent via email. When creating an account on the OneNeighbor platform, all users are required to use an email address to create an account. Additionally, all users are required to accept our platform's terms of service in order to create their account and book any services. Our terms of service clearly outline that all communication from the platform and the service providers will be sent via email, we do not send any notifications via postal service. The terms also state that it's the user's responsibility to notify OneNeighbor if they lose access to their email. It's also the user's responsibility to routinely check their email and to read all service/account notifications sent to the user's email. Pricing Disclosure: When booking a service through the OneNeighbor platform via the website (www.oneneighbor.com) or the OneNeighbor mobile app, the pricing and all line items are clearly outlined on the pricing summary page of the checkout process. Each user is required to click that they approve and understand all of the charges and line items before they can advance to the payment section and then on to successfully book the service. The checkout page outlines the base service price, any additional service add-ons that were selected by the user, OneNeighbor platform fee, taxes, and the total amount that will be charged for each service. Once a user completes the purchase/booking of a service they also receive an email that outlines the charges. Additionally, after each service has been completed every user receives an email notification that includes photos of the completed service, a checklist of all services performed, and a detailed outline of all charges for the completed service. This detailed outline of charges shows all of the line items. Again, it's the user's responsibility to read these emails. Promotional Pricing: In March 2021 we did run a promotional advertising campaign offering $20 weekly and $21 biweekly lawn mowing service for properties below 10,000 square feet. The advertised price is the base service price, before any service add-ons, applicable taxes, and OneNeighbor platform fee. At the time you had booked service, you had selected that your property is a MEDIUM sized property (Larger than 10,000 square feet in size) which increases the service rate, resulting in your higher than advertised price. When booking both of your services through the OneNeighbor platform, all of the line items were clearly outlined in front of you on the billing summary page, which you had and were required to approve in order to book the service. Additionally, you were sent an email after each completed service that outlined the pricing. May 2021 Rain Delays: During may of 2021 your area did receive a record amount of rainfall. In fact, your area received 19 days of consecutive rain. This rain had delayed lawn mowing services for all customers for almost an entire month. The service providers do not mow in the rain and once the rain finally stopped, it took an additional week for the ground to dry enough to allow the service providers to resume services. Unfortunately, there's nothing we can do to control the weather, which caused this long delay. We completely understand the frustration this caused during that time. I'm very sorry that you did not have a stellar experience using the OneNeighbor platform! As a courtesy, I have refunded you for the last service that you received. Additionally, I have placed a credit on your account that can be applied to any service that you book through the OneNeighbor platform. We'd love for you to give our platform another chance! If you have any questions or if there's anything else I can do, please contact me directly at the email listed below. Thank you, Daniel ********* CoFounder & CRO OneNeighbor, Inc ******@oneneighbor.com Business Response /* (1000, 16, 2022/08/17) */ Hi Carol, First, I wanted to thank you for your business and using the OneNeighbor platform to book lawn mowing service at a discounted rate. Looking at your account, I can see that you received lawn mowing service from March 2021 - August 2021. We truly value your business and I deeply apologize for any confusion regarding the billing. Email Communication & Terms of Service: OneNeighbor is not a service provider, we do not perform any services. OneNeighbor is a marketplace that connects homeowners with local service providers who perform the services at discounted rates achieved with volume through neighborhood group purchasing and colocation. As a digital platform (web & mobile) all communication is sent via email. When creating an account on the OneNeighbor platform, all users are required to use an email address to create an account. Additionally, all users are required to accept our platform's terms of service in order to create their account and book any services. Our terms of service clearly outline that all communication from the platform and the service providers will be sent via email, we do not send any notifications via postal service. The terms also state that it's the user's responsibility to notify OneNeighbor if they lose access to their email. It's also the user's responsibility to routinely check their email and to read all service/account notifications sent to the user's email. Pricing Disclosure: When booking a service through the OneNeighbor platform via the website (www.oneneighbor.com) or the OneNeighbor mobile app, the pricing and all line items are clearly outlined on the pricing summary page of the checkout process. Each user is required to click that they approve and understand all of the charges and line items before they can advance to the payment section and then on to successfully book the service. The checkout page outlines the base service price, any additional service add-ons that were selected by the user, OneNeighbor platform fee, taxes, and the total amount that will be charged for each service. Once a user completes the purchase/booking of a service they also receive an email that outlines the charges. Additionally, after each service has been completed every user receives an email notification that includes photos of the completed service, a checklist of all services performed, and a detailed outline of all charges for the completed service. This detailed outline of charges shows all of the line items. Again, it's the user's responsibility to read these emails. Promotional Pricing: In March 2021 we did run a promotional advertising campaign offering $20 weekly and $21 biweekly lawn mowing service for properties below 10,000 square feet. The advertised price is the base service price, before any service add-ons, applicable taxes, and OneNeighbor platform fee. At the time you had booked service, you had selected that your property is a MEDIUM sized property (Larger than 10,000 square feet in size) which increases the service rate, resulting in your higher than advertised price. When booking both of your services through the OneNeighbor platform, all of the line items were clearly outlined in front of you on the billing summary page, which you had and were required to approve in order to book the service. Additionally, you were sent an email after each completed service that outlined the pricing. May 2021 Rain Delays: During may of 2021 your area did receive a record amount of rainfall. In fact, your area received 19 days of consecutive rain. This rain had delayed lawn mowing services for all customers for almost an entire month. The service providers do not mow in the rain and once the rain finally stopped, it took an additional week for the ground to dry enough to allow the service providers to resume services. Unfortunately, there's nothing we can do to control the weather, which caused this long delay. We completely understand the frustration this caused during that time. I'm very sorry that you did not have a stellar experience using the OneNeighbor platform! As a courtesy, I have refunded you for the last service that you received. Additionally, I have placed a credit on your account that can be applied to any service that you book through the OneNeighbor platform. We'd love for you to give our platform another chance! If you have any questions or if there's anything else I can do, please contact me directly at the email listed below. Thank you, Daniel MacKinnon CoFounder & CRO OneNeighbor, Inc [email protected]

*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. ↩