Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a *** in person and over the phone and made it very clear that I wanted to pre-pay and NOT auto renew. Phone notifications were not seen as I work in a secure government facility and do not have cell phone access. It is not clear that I would auto renew AND I did make it clear to two people that I wanted to p***ay and NEVER auto renew. I listed the home for sale in 2025 and was not expecting services. I was not even notified when payments were declined. I only found out because my wife saw them at the house during closing. **************** *** was rude and condescending.

  Business Response

  Date: 03/28/2025

  Mr. ********* was signed up for a Lawn program and our Liquid Revive program in August 2023.  I checked the customers account and both programs were signed up to Autorenew, there is no record of Mr. ********* requesting or setting up service for only a short period of time.  In the confirmation letter that was submitted by Mr. ********** the letter states ************** will automatically renew each year if you have ordered a program."  The programs that were set up autorenewed from 2023 into 2024 with no issues and the same process was completed from 2024 into 2025.  There was an email sent in December notifying that services were set to be renewed into 2025, upon verification I found that the email was opened on 12/12/2024 @ 4:01 PM.  

  There was a prenotifation text sent for each service completed in 2025 as well as an after service summary email sent to the customer.  

  Mr. ********* did not notify Emerald Lawns that he wished to cancel services due to moving until after the March 25 service was completed.  The payments made were for services that were rendered and do not qualify for a refund, no additional services should be completed or charged to Mr. ********* since the account has now been canceled.  

  Attached are screen shots of the time stamps and proof of the above stated items.

  Customer Answer

  Date: 03/28/2025

  Complaint: 23125726
  
  I am rejecting this response because: There is no contract showing I signed up for auto-renew. They should have stopped services after the first failed payment and made positive contact.

  If you look at the prepay letter image attached, you can see that you can choose either prepay, which I did, or "Bill me as services are performed" which I did not. I also followed up with a call to confirm that I was prepay only.

  Furthermore, you can see my emails to Emerald Lawns (**** Tuner AUG 2023), where it is obvious I am only interested in prepayment. Lastly, you can see he never mentions auto renew, NOT ONCE. 
  
  Regards,
  
  ******** *********

  Business Response

  Date: 03/31/2025

  I am sorry but the expectation that services autorenew was communicated in the initial letter in August 2023, this was followed through into 2024 and 2025.  No communication was given to cease services until a 3rd charged service was completed this year, each visit included prenotification texts as well as a post service summary email.  I am will to refund the final application completed on 3/25/2025 as you reported that day that you would like to cancel, the other two charged services will not be elligible.

  Customer Answer

  Date: 03/31/2025

  Complaint: 23125726
  
  I am rejecting this response because: Communication of renewal does not constitute authorization of renewal. Also, A phone call should have been made.  Why was the auto-renewal not mentioned by the in-person sales *** or the service *** I spoke to on the phone?
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 31 Emerald Lawns applied something to our grass that killed our *****************. Weve heard lots of excuses but nothing about replacing the turf they destroyed. We had a very nice lawn and since they killed it we expect them to replace it.

  Business Response

  Date: 09/17/2024

  I spoke with the customer and had a second opinion evaluation on the lawn completed.  The second inspection confirmed that turf was not going to come back and took photos of the lawn.  Our records from the technician that serviced the lawn last do not indicate enough product usage that would damage the entire lawn or leave it in the condition that it currently is in.  Our branch manager has since spoken with the customer, most recent record show to have been done on 9/9/2024, we have turned this in to our insurance company as polution damage and it is currently in review with them.  

  I have attached the service record from 7/31, the second page show that the amount of product applied was 0.2 gallons of fungicide and 0.2 gallons of broadleaf weed control and a surfactant.  A backpack sprayer was used for this service call, typical applicaiton rate for a backpack is 1 gallon to cover 1500 - 2000 square feet.  Based on the amount of product recorded from the service, we should only have applied to ******* square feet of the lawn.  Mrs. ******** lawn is recorded as ***** square feet.

  the account is on a hold until the end of 2024 to avoid any future applications.  Mrs. ****** will be updated as soon as we have a response back from our insurance company. 

• Initial Complaint

  Date:04/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested to cancel services at my address on the 24th of March 2024 and received an acknowledgement the next day. Then on 10-Apr-2024, their technician got on my property without autorization and treated the lawn. As soon as, I received the text message about lawn treatment I called Emerald Lawn right away and the individual was very polite and understood that something went wrong with account cancellation. She was going to talk to her manager who was away that day and then the manager was going to call me the next day. Well, I did not get a call or email until late evening on 11-Apr-2024 so I sent them an email asking for an update. Today (12-Apr-2024), I got a call from the same individual and she asked me "If I wanted to cancel my services" and that I owed them ~$66 for the services received on the 10th of April. I would get a credit of $50 if I refer them a new customer. She did not seem like the same person who was so apologetic a day before. In what world, do you get on someone's property without authorization, provide services without consent and send them a bill to pay? Mind you that I had spent couple of hundred dollars on overseeding and depending upon what they used, it might just kill the seeds.I do have the copy of acknowledge of account cancellation request. I do want to mention that this complaint is against Emerald Lawns ************************************************************ SPCS #******* ph: **************

  Business Response

  Date: 04/12/2024

  I have spoken with ************** this morning and apoligized for the miscommuncation and poor service.  The account should have been canceled a few days prior but was not and resulted in a service being completed on 4/10/24.  On 4/12/24 the charge was removed and we do not expect ************** to pay for any other servcies.  I have sent an email verifying the balance was taken care of and ************** responded back via email appreciating the responsiveness and correcting the matter.

  Customer Answer

  Date: 04/12/2024

  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. I just hope that Emerald Lawn trains its staff properly so another customer does not have to go through this. I do appreciate *****'s quick handling of the matter. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service in spring of 2023. The product used by emeralds lawn did nothing to fix my lawn. The product couldnt even kill basic weed growth. I called and emailed about the status and not seeing improvement. They stated it was the drought but would still continue their product applications. I paid them twice and by the end of summer I told them I no longer needed service because the weeds werent being killed. I bought round up and that killed the weeds . They want to charge me 84 dollars after I gave them plenty of warnings and calls that the product wasnt working. They then sent it to a collection agency and do no want to work on a compromise price or zero the balance out. Its been nothing but headaches with this company and no help.

  Business Response

  Date: 01/05/2024

  Customer signed up for an 8 application program on May 19, 2023.  We provided chargeable applicaitons on 5/24/23, 7/6/23 and 8/10/23.  With his program he receives free service calls between regularly scheduled applications, we provided a follow up on June 8 and July 23.  Customer paid for the first applicaiton on June 8 and his second application on September 18.  The applicaiton completed on August 10 was never paid.  Customer reached out to us and we had a manager visit on September 6 where the manager found that the lawn was not being watered adequately which will impact the effects of our products.  An additional service call was set up and completed on September 21 and the technician set up one more but the customer called and canceled prior to completion.  

  Our guarantee is not a money back guarantee, we gaurantee to come back to retreat the lawn between regular visits.  The customer canceled his account on 10/6/23 and we expect payment for any **************** prior to the cancellation.

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

  VP Customer Service

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im being harassed by this business. They failed to let me know they were coming by in August. I simply let them know about this via e-mail. The customer service rep insisted I was *************** cannot take appointments. Did I want to change my notification requirement? Since the problem is they werent actually notifying me, I couldnt see the point. I received an email asking for a rating, I gave them a low rating. Then I was contacted by someone who is supposed to be there resolution manager she said that she had heard the recording from her service person that I had been left a message. I thought I could screenshot all of my messages and text to prove that I didnt get a message then I realize whats the point? What happened to the customer is always right? I have no reason to lie about this. I will add that I have never received a voicemail that theyre coming over. Their technicians had always text me. They have been notified that I need to know when theyre coming over. That means I need to respond to their so-called emails. Text voicemails. I have a German Shepherd dog and they cant just show up here, not to mention how rude, inconvenient, poor customer service etc.! Since this incident (which couldve completely been avoided, had they said oops or anything helpful regarding my complaint) they have harassed me daily!Harassment: Sept 19 they came for a Lawn Recovery treatment I was given a 15 minute notice. I let them complete the work.The next day I received a text stating they had been to my ********** lawn needed work can they come by tomorrow. I texted him back stating someone had been here yesterday. This morning before 8:00am my dogs were barking so I let them out to do there business only to discover one of there techs in my back yard! He said he texted me. Which he did saying hes coming in ***** minutes. I suggested he leave as my dog was very upset, and I was standing there in my underwear!

  Business Response

  Date: 10/02/2023

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

   

  I apologize for the negative experience and have confirmed that your account is no longer active and we have updated your contract preferences to avoid future contact.  I am not sure what would have impacted you not receiving notifications prior to service and would have like to have had a chance to investigate further, we were able to verify a call was made from our side for each service and a message was left.  If I can be of further assistance, please feel free to reach out to me directly at  *******************************************.

   

  Thank you, 

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

  VP Customer Service

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Emerald lawn service in the month of June from an ad and had the Sales member come out to give us a quote. I specifically was focused on out back yard that has several areas that won't grow grass and was told by this sales member they could restore our lawn. Through the monthly treatments ($58.62) and paying $437.06 for dirt and aeration (top dressing was $350.00. The aeration was $75.00, military discount of $21.25, total to $403.75,sales tax of $33.31 brings it to $437.06).The lawn treatment did improve our front lawn that got rod of weeds, but our back yard saw no improvement. I contact ***** at ************ and expressed my dissatisfaction and he came out to apply a treatment to my back yard. Still no improvement. On 9/29/2023, I contacted ***** again and through Texts, he said he would come out and look at my concerns. Had an appt set up and never came out. I left a review on their webpage, and got a reply from ***** that did not address my concerns fully and never got a reply back through an e-mail I sent him directly. I have pictures available of my areas of concerns, but too large to upload. I have them available upon request. I feel I should get a 50% refund for doing only a half of a job.

  Business Response

  Date: 09/11/2023

  ******************, 

  I was able to see that ***** did some follow up on your lawn after you initial questions about the backyard in early June and on June 12 he applied a recovery fertilizer to the backyard and recorded that he had advised on mowing recommendations due to it being cut to short.  I reached out to him and asked further about the backyard and he stated that it had damage from the previous growing season and his goal was to try and help recover was was there.  I expect our sales team to set good expectations for recovery and a part of that is there should be at least 70% turf present to get good results.  I asked ***** if this was a bad sale, meaning less than that 70% turf requirement, and he stated that the backyard was not 70% turf.  The total lawn is not very large and 3/4 of the property is front yard and was in good shape and would benefit from our services.  Based on his feedback, I agree to refund half of the payment for the top dressing and aeration service, the total refund will be $218.53.  

  Thank you,

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

  VP Customer Service

  Customer Answer

  Date: 09/12/2023

  Complaint: 20581476
  
  I am rejecting this response because:

  *****,
  I was able to see that ***** did some follow up on your lawn after you initial questions about the backyard in early June and on June 12 he applied a recovery fertilizer to the backyard and recorded that he had advised on mowing recommendations due to it being cut to short.  I reached out to him and asked further about the backyard and he stated that it had damage from the previous growing season and his goal was to try and help recover was was there.
    My reply: On August 29, I contacted ***** to express my dissatisfaction on the work done on my back lawn. He asked when he could set up a time to come out. I replied when he could call. He never called. I also e-mailed ***** about my concern and your reply on your webpage reviews and on 8/29, I sent you pictures of our backyard and the areas that never recovered. You never replied. You only replied when I filed a BBB complaint.
  I expect our sales team to set good expectations for recovery and a part of that is there should be at least 70%turf present to get good results.
    My Reply: Your sales staff member who came out to look at my lawn assured me my backyard lawn would recover and that was our only concern when we signed up for your service.
  I asked ***** if this was a bad sale, meaning less than that 70% turf requirement, and he stated that the backyard was not 70% turf.
    My reply: If my lawn was not at the 70% turf requirements, why was I still charged for treatments? This entire sale was bad and only geared toward profits over quality and broken promises.
  The total lawn is not very large and 3/4 of the property is front yard and was in good shape and would benefit from our services.  Based on his feedback, I agree to refund half of the payment for the top dressing and aeration service, the total refund will be $218.53.  
    My reply: Based on your reply to this complaint making it sound like your company is not taking any accountability for your false promises from the sale individual,  had file a complaint with the BBB to get some response from your company. Adding to this frustration is ***** never calling me back as indicated previously, and Aaronspartial reply on the website that only addressed one factor and did not address the main part of my complaint.  
  Im so frustrated with this entire association with your company, I want all my money refunded. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 09/21/2023

  ****,

   

  I do not see that this would warrant a full refund but will agree to the original 50% refund request to close this matter which would be for $364.05.  The pictures attached are the first photos of the back lawn that I have seen and under normal summer growing conditions, with good watering and mowing I would expect to have a good opportunity for recovery in the yard. 

   

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

  Customer Answer

  Date: 09/22/2023

  Complaint: 20581476
  
  I am rejecting this response because:

  My reply: If my lawn was not at the 70% turf requirements, why was I still charged for treatments in the back that your company knew would not yield results? Why would your sales staff at the beginning say your company could recover my lawn?
  This entire sale was bad and only geared toward profits over quality and broken promises. I paid out a total of $728.10. ****** offer of $218.53 is not 50% of what we paid. His offer seems to undercut just like his sales staff.
  Based on this companys reply to this complaint, it leads to not taking any accountability for false promises from the sales individual.

  
  From the latest reply: The pictures attached are the first photos of the back lawn that I have seen and under normal summer growing conditions, with good watering and mowing I would expect to have a good opportunity for recovery in the yard.
  The pictures I included in this complaint are of the after and the lawn got progressively deteriorated and we water every day. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Customer number ***** Prepaid for a years service. Our yard looked much worse at the end of the year and we expressed the issues throughout the year. Burned yard, spilled fertilizer on the grass and killed the area and tried to tell us it was grub worms, worsened brown patch by putting too much fertilizer down, trees look worse. At the year there was unused balance on the account and requested a refund, which was provided. This was the end of our service. In January they came back out and did a treatment without consent and charged us. We notified company that we ended service at the end of the year. They said it is a subscription service. (Even though on their commercial it even states there are no contracts). We informed them that we ended service at the end of the year, but they stated they have no record of a phone call from us. We are asking to remove their charge of $58.26 from Jan 2023 that we did not ask for after our service ended. We expressed to them at the end of 2022 that we were dissatisfied and do not want their service.

  Business Response

  Date: 02/14/2023

  Good Morning Tory,  Thank you for reaching out to Emerald Lawns. Yes, our services continue from year to year unless you notify us otherwise. When we reached out to you last year about your credit balance you indicated that you would like a refund. But, We did not hear back from you about discontinuing your Emerald Lawns services. Like our attached confirmation letters state, we automatically renew from year to year. This letter is sent to you when you begin service with us and each time you add a new service as well. Looks like you recieved two of these letters last year. I dont believe that you are trying to get free service from us. But rather, that you must not have seen or dont remember the part of the statement of auto renewing. I am happy to credit this application amount that was completed already this year because I would like to earn your business back for Emerald Lawns. Please let me know what I need to do to get you back on track with an Emerald Lawn this year.

  Thank you,

  ***************************/Owner

  Emerald Lawns

  Customer Answer

  Date: 02/16/2023

  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.
  
  Regards,
  
  ***********************

  
  

  I appreciate that Emerald Lawn is going to remove the current balance due from the account. 

  While we also do not want or request any *********** service from this company.

  Thank you. 

• Initial Complaint

  Date:11/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were charged for a service that was not supposed to be done to our lawn 4/21/22 . we should have not had a balance as we canceled our service with a zero balance. We had a Supervisor come out and wanted to treat but I told him absolutely not to dont do anything to our lawn! Period. I emailed them and told them that their account information is incorrect. I was given the runaround and said we owed for a treatment that was never . Good afternoon the records are absolutely incorrect. I talked to the resolution manager and he sent your manager out on 4/21/2022 to evaluate and nothing was supposed to be done to our yard . Now Im getting collection notices in our mail for Service. We definitely did not authorize.. we were sent to collections for $93.32 .

  Business Response

  Date: 11/17/2022

  ****************,
  
  We have checked the history of this account and the debt is valid.  The outstanding balance is in reference to a Grubworm control service that was provided on ***** 22, 2022.  We began services for this customer in 2020 and they have continued to receive services until a cancellation was placed on the account on May 10, 2022.  The account was signed up as an 8 application lawn program with annual grub service.  ************ received service through the beginning of 2022 and paid for his applications until the ***** services were completed. 
  
  This year services are as follows:
  LA1         1/6/22                   pd 1/9/22
  LA2         2/11/22                pd 3/31/22
  Ar8         3/2/22                   pd 3/31/22
  XSC         3/23/22                No Charge
  XSC        4/21/22                No Charge
  LA3         4/21/22                Credited back the lawn application due to service call being conducted at same time
  Grub      4/21/22                ************** $93.32
  
  At the date of cancellation, there was an outstanding balance of $155.54.  **************** credit of $62.22 applied on 6/15/22 for charges from LA3.
  
  I was unable to locate any notes of a cancellation request on the account prior to the service.  This customer is also set up as a Call ahead and would have received a notification the night prior of the visit and scheduled services.
  
  
  Thank you,
  
  ***********************
  Vice ********** ******** Experience

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unhappy with Emerald Lawns service because I feel that my lawn was chemically burned when they applied the fertilizer on the lawn August 1, 2022. I had previously halted services after July 5th treatment because our water treatment center was down. I am also unhappy with the Armadillo repellent they applied to my lawn two days later on August 3, 2022. I alerted Emerald Lawns immediately when I noticed the extreme change in my lawn's appearance and was given the run around. I spoke with **** and **** and have gotten excuses regarding watering, sprinkler coverage (maybe the water is not hitting the blades of grass correctly, also that I needed to water at least two inches a week instead of the one Ince that I was told, etc.). Emerald Lawns suggested possibility adding more chemicals to my lawn to stop the burning process, but subsequently blamed drought conditions even though I told them my sprinkler system was fully functional and I was using the domestic line to water the lawn as well. I was billed for the armadillo repellent even though **** came out on August 10, 2022 and concurred that I needed Armadillo repellent to stop them from tearing up my lawn after they had treated the lawn on August 3, 2022. I paid $216.00 in April for Grubworm treatment by Emerald Lawn to eradicate armadillos tearing up the lawn. When I expressed my concerns that that did not work, they offered the Amadillo repellent service for $300 per application; I had already paid $216 for the grub worm treatment and became doubtful the treatment would work considering it had been a week since treatment and my yard was still being ravaged. The second treatment never happened because their service tech never came out as promised. I am requesting the repellent charge be dropped considering nothing has worked to repel the armadillos. Their guy called me and schedule a follow up visit on August 10th only to point out what I complained about and still charged me.

  Business Response

  Date: 09/03/2022

  Relaying information from our **************** Manager, *****!:

  I spoke with ***************** and let her know that we would be clearing the balance on her account.  This is based on the July 5 application occurring after a holiday weekend early in the morning and the customer did not have an opportunity to notify us that the water treatment plant was still not functioning and she was not able to water in her applications.  The grub application is being reversed due to communication of expectations as well as some scheduling problems that occurred.  The lawn was inspected a week after the service was finally completed and showed that the product was not effective in her case.  Due to stress on the lawn from drought and watering restrictions, she did not want to pursue any additional treatments at this time.  I have setup for us to reconnect at the end of September to discuss future services and the fall preemergent. I also emailed her after our conversation so she has my contact information for any future needs.
  
  Thanks
  *****

  Customer Answer

  Date: 09/06/2022

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a service in regards my lawn by a sales team. i told them i was just requesting a quote they said if i signed they would lock in the price and services wouldn't be rendered till after June of 2022. while i was on vacation in June they proceeded to service my home without my consent. i since them been billed and harassed to be sent to collections over something i can't give consent for.

  Business Response

  Date: 08/22/2022

  Hello,

  This is a valid debt. I have reviewed and attached all the documents that include the original estimate, the written sale and actual confirmation of the order from the customer. All three state loam and the cost. We also waited till June per the request of the customer because he was going out of town. There have multiple occasions that the customer told us he was going to pay the bill when he got back into town when we called for collections. At this time and because this has been going on for so long, we expect payment in full. 

  Thank you,

  ***************************- Owner

  Customer Answer

  Date: 09/06/2022

  Complaint: 17719640
  
  I am rejecting this response because:

  I notified the sales men that I could not legally sign any documents do to a brain injury that I have do to my time in service. I was also not notified the day that services where rendered. I told the sales consultant that I wanted to wait till after June since I was going to be out of the state till July. On the documents the submitted they failed to submit a phone call where the sales representative asked me to say confirm so i could qualify for my military discount.

  if any further question please let me know.

  Regards,
  
  ***************************

  Business Response

  Date: 09/07/2022

  Hello,
  
  We are very sorry to hear about your brain injury *******************************. However, you reached out to us at Emerald Lawns and initiated this service. You asked for a quote to be made for loam service. We completed the consultation at the home of ********************** at his request and have documented confirmation of a service he agreed to purchase from us on April 29th. He asked our representatives to hold off until June, which we did. At no time in the request, order, or billing did ********************* state that he could not legally purchase this service from us. We have completed this service in its entirety with his approval and the debt is owed and now very past due.

  
  Again, This is a valid debt. I have reviewed and attached all the documents that include the original estimate, the written sale and actual confirmation of the order from the customer. All three documents state loam and the cost. We also waited till June per the request of the customer because he was going out of town. There have multiple occasions that the customer told us he was going to pay the bill when he got back into town when we called for collections. Currently and because this has been going on for so long, we expect payment in full.
  
  Thank you,
  ***************************- Owner

  Customer Answer

  Date: 09/07/2022

  Complaint: 17719640
  
  I am rejecting this response because:
  
  
  Mr **************;told both sales agents that he was more interested in a sand service like a *********** was receiving, they still left a quote in regards to chocolate loam even tho that's not the service he was interested in. Sales agent then told ********************* that he could come out on his own accord and do the sand as a side job and would roll his lawn with a sod roller. They then tried to still convince him of the service even tho he stated that he could not do it till AFTER JUNE because he was going to be out of town, you can check their recorded phone calls with their Manager **** because he admitted that they should of waited and noticed ********************* of the service. Tried to correct the mistake by offering a secondary treatment for free after that was discussed. I ******************************* am *********************' caregiver and was on the phone when **** stated that they had messed up.
  
  Even tho they are stating that he confirm via text on APRIL 29TH there was a phone call before **** that day with the sale agent in regards to he could only get a military discount if he sent a "confirm" text. therefor not confirming service just discount. 
  
  
  Regards,
  
  ***************************