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:06/25/2024

  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.

  I was charged more than double on the last lawn service. When I inquired about the added charges, I was instructed it was my fault because Id opted out of their copious sales oriented emails. Id been a customer in good standing for over 7 years and they just arbitrarily charged me for a service I did not request or agree to. Also, they stopped servicing my backyard as the cameras in back did not show footage of the services which were charged and for which I paid.

  Business Response

  Date: 07/03/2024

  Preventative Grub Control Application was incorporated into our basic Lawn Maintainer Program effective 2024. We did this in response to ongoing grub damage problems from the grubs themselves and damage from predators searching for them. It is much less expensive for our customers to do this within the Lawn Maintainer Program on the same visit as a fertilization and weed control application than it is to do the service separately. It is also much less expensive than curative grub treatments and/or resodding. Timing for the application must be in advance of the expected grub surge in late summer. That is why we do it in June and early July on the same visit as early summer fertilization and weed control resulting in a double service. 
  We notified customers of this programmatic change back in December and January, but it looks like you did not receive the email due to an address change. We do not send many marketing emails to customers and none to those who ask us not to. We also rely on emails and texting to inform customers of service details via Pre and ************ notifications, but you also opted out of texting. We also called you to discuss the matter, but you did not answer your phone. We only received your email to cancel.  
  We regret losing you as a customer and would be happy to refund the cost of the Preventative Grub Control application of $61.56. 

  Customer Answer

  Date: 07/05/2024

  Complaint: 21898755
  
  I am rejecting this response because: one sentence in the business's response states I didn't receive the Email because of an address change, while the following sentence states I didn't receive the text because I'd also opted out of the text.

  The business' response, "but it looks like you did not receive the email due to an address change", "but you also opted out of texting."  This clearly shows, I wasn't notified of the added and unneeded grub treatment. If they had an incorrect email address for me, it sure is strange that I always received the emailed invoice/bill. 

  I did have an Email address change about 3 years ago, when I was married and changed my name. However, I still have the old email address and receive emails on it routinely. I wasn't notified on the original email address either.

  They did not inform me of this added expense, I did not request it, and I did not need it. I think it's a poor business practice to arbitrarily spend someone else's money without requesting permission. If one opts out of emails, or texts, or phone calls, it's the business' responsibility to notify the customer via the ***** especially when they're charging for a service for which the customer did not request. 
  
  
  Kelsy Aasbak

  Customer Answer

  Date: 07/05/2024

  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.
  
  Regards,
  
  Kelsy Aasbak