ComplaintsforAugusta Lawn Care Services

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked this business on late April to take care of my backyard lawn and fertilizing and after 5 weeks I called them to see how long more should last for grass to grow. They sent someone to see the property and investigate, then they found it fine and told me it should grow in the next couple of weeks. 10 days ago I called them one more time and again same process. Today I called them and asked for a refund and the gentleman said that hes not "stupid" and Im just a lair, I told them that Ive paid for a service that I didnt receive and I only asked for a simple refund, otherwise I have to file a complaint with Better Business Bureau and not only asking for refund but also request to restore and reinstate my lawn (there appears bunch of holes on the ground after their service done). Then they said its better for me to do that. Now Im asking for your help to resolve this issue.

  Business response

  07/03/2024

  Good morning.
  
  Please note, these are the services in question:
  1.) Dethatching, Milorganite Application, Lime Application.
  
  Services were provided April 16th. Scope of work included standard application to lawn area on front and backside of property. 
  
  Images attatched: Dated June 5th, we visited the property because we recieved a complaint that 'No grass was growing'. Images provided are from that date.
  
  Most recently, we recieved a call from this client stating that "No grass has grown whatesoever" on their property, and that if we don't provide a full refund immediately, they will "Do things the hard way" and go through the BBB and the "Attorney General". 
  
  For actual substance, the services provided are standard lawn-care treatment packages, which are general health addressments, and are never meant to be an equal supplement to lawn replacement. Dethatching as a service removes large amounts of dead material, but it does directly contribute to improved grass growth. As shown in the photos provided, the lawn very much grew back in and recovered, despite our stipulation being very clear that ***** care treatments are a continous process, and can take 1-2 years of service 3 times annually to see finalized results'.  Our services have worked exactly as intended, and we have returned multiple times to verify this, and to reapply treatment to certain areas that were in need of more treating. They mentioned something about holes, but no **************** was provided to the client. 
  
  As of visiting the property, the home is in a brand-new development, the interior of the home is fully empty (big windows you can see through, nobody lives here). and the account name created with our business is a different name than the submission of this complaint. They also answered the phone when called with a different name. Finally, the clients in question seem to have central / east asia-spoken english, but have used names that are peruvian /south american to set up accounts with us. We believe these are B.C. ********************** scammers who take predatory action by receiving services, then threatening severe disciplinary action against small, inexperienced businesses to increase capital gains on real estate investments. 
  
  The services we provided have worked exactly as intended, and we have no resolution to offer the clients.

  Customer response

  07/13/2024

  > Hi

  > Thanks for your follow up.

  > I read their response and find it interesting, as they were not able to provide an accurate diagnosis for the lawn and just making a false statement about their work.

  > First of all Im not ****************** guy, which is not a problem to be, and second the property is not from a Canadian investor, I am and was ********** resident for the past 10 years (as shown on my address) and yes its my investment which is none of their business.

  > I asked them to take care of my lawn and paid them 500 dollars and follow up with them for 3 months and each time they said that everything look good which wasnt, I didnt ask for a refund until I found it a false service which is obvious in the pictures and also the pictures that they sent are at the time of mowing that doesnt show the empty spots.

  > Anyway Im still waiting for them to fix it and if they cant Im asking for a refund.

  > 

  > Regards

  > Arash

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April 23 2024 they claimed they fertilized and weed control along with monthly weed spray and it was not performed and I refuse to pay that portion of the bill. I sprayed the weeds and 2 days later weeds were gone

  Business response

  06/27/2024

  Hello,
  
  Dear ******, please note that you have left this BBB review on a franchise business that has not provided services for you. Based off the provided information, you live in **** -- Please note that this is an unaffiliated franchise based in ****************, and we do not have any involvement in the situation.
  
  We offer you condolences, hope both parties involved come to a fair and respecting agreement, but humbly request the deletion of this complaint, as the individual in question is not affiliated with us as a client. Thank you, 
  
  Augusta **** care of ************** and ***************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We paid for lawn clean up, then without sending an invoice they charged my credit card on file for nearly 1k of "lawn treatments" that were not performed, and not agreed to. I had already paid several hundred for the cleanup, I would never agree to that amount for lawn treatments. They insisted I did. My bank investigated and found in my favor reversing the charges for the "lawn treatments." Then augusta sent me to collections for this amount that the bank investigated and reversed. They are predatory contractors basically.

  Business response

  04/30/2024

  
  
  Good afternoon. Attatched to this post is some of the previous account information. We are not a predatory business, and we have explained this several times. This individual ****ed the service as accepted, recieved a scheduling email, and then refuted services after they were provided. Afterwards, claimed the services were not provided at all; Attatched is our internal record showing the scheduled event, and the automated email that is sent after the service crew flags a job as complete. Below is our mail email on the matter, and our internal notes on the matter. We have been ignored by the client in question on this a few times, but regardless of the claim 'services would never have been accepted' the client DID **** the request as accepted, recieved a scheduling email, and did not turn the crew away when they were at the property (She was home and spoke with them that day, all services were provided at the same time) doing a service she supposedly wouldn't have accepted. No offer or resolution to this client, as all services that were legitimately authorized were provided completely and appropriately. The event in question is as follows:
  
  11.2.23 - Sent client an email explaining why the charges are valid, client accepted everything, it all got scheduled for the same day. The crew clocked into the job and were there doing it. There won't be any refunds, the charges are true and valid - 
  11/2/23 - husband called for the same stuff, sent copy of the invoice so they can have details and the accepted by client quote, they still think they "don't need to pay as they didn't accept it", background info shows client accepted all services rendered on 9/29/2023 @ 09:21 AM -
  
  11.2.23 - Handled in email, sent evidence of accepted service. If called, explain email has been sent and excuse yourself -
  
  ^ Internal notes on the matter.
  
  Hello ******,
  
  Nov 2nd Email below;
  "I apologize for the technical issue with the loading of the image. I have reattached images to this email to amend that; let me know if any of the provided material does not load, and I will clarify.
  
  
  Attached to this email is the bid provided to you, which was ****ed as accepted on your end when the backyard and mowing quote were also accepted. We also have a record of you opening the email confirming the completion of this service, and the data timelog of our crew providing the service properly, and as requested. Please let us know if you have any questions or concerns. "
  
  

  Customer response

  04/30/2024

   
  Complaint: 21622401
  
  I am rejecting this response because:
  Their claim is absolutely not true, look at this quote- 540, I paid that. Then all of a sudden my card is charged for nearly 1k of "lawn treatments" that I clearly did NOT agree to. No invoice for it, no services provided, just all of a sudden charged. I was treated rudely when I inquired and I had to cancel my card and upon investigation charges were permanently reversed, then augusta sent me to collections. PREDATORY.
  Sincerely,
  
  *******************************

  Business response

  05/07/2024

  Good afternoon,
  
  No further input is neccesary from our business at this time. The previous reply contains screenshots of evidence that contradict the claims of this client. The sent estimate was marked as accepted, and is documented at several stages.
  
  The statement "I never would have accepted this" does not have any weight against the photographs provided verifying the DID accept the service. Thank you for your time.

  Customer response

  05/07/2024

   
  Complaint: 21622401
  
  I am rejecting this response because:
  Services were not agreed to nor provided. Considering Augusta track record on bbb alone for these exact same reasons complained by other customers, they absolutely are predatory. They are not acknowledging nor fixing the problem with their billing, that makes it clear it's purposeful and PREDATORY. They never tried ro respond about the illegal charge to my credit card, yet they were quick to respond to my bad review, yeah. This was already investigated by my bank and they found augusta to be wrong. 

  
  Sincerely,
  
  *******************************

  Customer response

  05/15/2024

  This is a predatory business, they are charging people's cards without giving an invoice of services provided, nor providing said services. They have other complaints of similar nature. He is also posting all of his customers info online for anyone to see as a warning to not complain about him. 

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife requested lawn mowing services. The next day, a representative of Augusta arrived, edged about four feet and then left. He mowed neither the front nor the back yard. Later, my wife received a request for a review of their work, which she forwarded to me. I informed them that, other than four feet of edging, no work was done and that I wished to have nothing more to do with their business. I myself mowed the lawns myself yesterday, midday. This morning I received an email from Augusta, writing " Attached to this email are photos of services provided at your address; There are lines in the lawn for the services conducted that day. At this time, I do consider the services provided as agreed-upon." The photos attached were not taken at the time day the services were supposedly provided, which was early morning. Friday was overcast and the photos show late afternoon shadows, and it would seem that they were taken on Sunday afternoon after I had done the mowing. For what it's worth, I have photographs of the grass I accumulated when mowing the lawn myself.I have not yet paid them anything, but the communication I received from them expresses the intent to bill our credit card. I have attached the email communications between Augusta and myself, together with the photographs they sent and the ones I have taken.These people are obviously scam artists and I hope that you might induce them to change their business practices.

  Business response

  04/16/2024

  Hello,
  
  Attached to this response is a time-stamped screenshot of my conversation with my staff member about returning to the property to take photos - We didn't drive past his house on the weekend and wait for him to mow it, or anything like that.
  This image was sent to the client prior to the creation of this complaint, but they chose to omit it from the record given to you.
  
  As mentioned, his wife manually input card information, and after services were provided, the client reached out with the following complaint. Given that this happened in the middle of the day, I was not able to send the crew back to the property to prove that they provided this service until they had finished the remainder of their work, in the late afternoon.
  
  I have plenty more available to share, but I believe the legally valid banking info that was manually given to my business, and the timestamped photograph that contradicts this individuals claims, is sufficient. They have already been billed for the service, and will not be billed for future work. Thank you for your time.
  

  Customer response

  04/16/2024

   
  Complaint: 21578085
  
  I am rejecting this response because:

  Augusta responds with a transcript of a conversation that means nothing, together with a photograph of my front lawn, which I had already provided.   The employees showed up on Friday morning (April 12).  The only discernable work was four feet of edging.   The back yard was still strewn with pinecones which would have been scooped up if it had been mowed; indeed,they were scooped up on Sunday midday (April 14) when I myself mowed both the front and back yards myself.   As far as I know, the photograph could have been taken on Sunday afternoon after I had done the mowing.   The grass was not that high to begin with, so it possible that it was taken before, but when I mowed it,(1)  the grass was at uneven height in places (it grows better in some spots than others), a fact that is at odds with the claim that it had been mowed; and (2)  I filled three grass catchers full of grass, which, coming two days after Augusta supposedly mowed it, suggests that they did nothing at all.  I also filled up three grass catchers full in the back.
  I think that the guys they sent out took a look at the lawns and decided that the grass didnt need mowing, but told the boss that they had done it, thinking that no one would know the difference.
  Augustas motivation in this fraud is obvious: they want the money, even though they didnt do any work.  The only motivation I could possibly have is to help protect other residents of Bellingham from trashy businesses like this.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I believed I was responding to this original quote I received. When I received my bill it was for a a larger amount. I emailed back after first bill and they called because I hadn't paid. I told them I would be happy to pay the amount I agreed to but not higher amount. They told me that is what I agreed to, but didn't knowingly agree to the higher amount. Several phone calls later it is not resolved. My last voicemail received 2/12 from estimator ***** said they didn't find any other estimate and they were going to move forward(I assume collections) I called the billing office and told them my story again. They were unable to help me(again) now I anticipate my credit will be damaged. As I said several times to them on calls and in emails I'm happy to pay the amount I was originally quoted.

  Business response

  02/16/2024

  1.) The "Original estimate" that the client received was submitted to the wrong account, and contained a job description that did not feature any of her requests for her property

  2.) The incorrect estimate may have been opened, but it was deleted almost instantly, and the client opened the second estimate before marking any services as accepted. She did not, at any point, request an explanation, clarification, or complaint as to why two estimates were received.

  3.) When the original estimate was marked as deleted, the webpage file for the estimate lost the ability to be accepted in her account, and she would not have had the capacity to accept a job that was provided at a lower price
  

  4.) The client clicked accept on the second estimate webpage sent, and therefore is fully liable to charges, even if she did not make an attempt to confirm the price. 
  

  5.) the 2nd sent estimate property cleanup quote included a property mow, which the client accepted and received. The client also reached out about the contents of this quote, to clarify they wanted a 1-time mow instead of a recurring services scheduling; Confirming that they actively discussed the acceptance of the second bid, with a higher price-point
  

  6.) The client opened the ************************ email, which had the job notes from the second project service, and did not make an attempt to mention that it contained a detailed description of a service that was not what they "originally" intended to accept.
  

  7.) Overall, all requirements from the company were fulfilled, the services were rendered appropriately, no complaints for the service have been rendered over the past 5 months, and the invoice is completed and overdue.
  
  This has been explained to this client several times, and all photographic proof is available if requested. Thank you for your time.

  Customer response

  02/22/2024

   
  Complaint: 21296820
  
  I am rejecting this response because:
  
  **************************************************

  Customer response

  02/22/2024

  If the original quote was incorrect I should have been notified. I accepted mowing as a separate service. This was wrong!

  I thought I was responding to the original quote which described the service I was seeking.

  Their mistake should have been clarified before I accepted the second quote which I didn't knowingly do.

  I don't believe I should be responsible for their mistake 

  Customer response

  02/26/2024

  Unfortunately it wasn't made clear that the original  estimate was a mistake. It was never communicating anywhere at any time. I assumed I was responding to that first estimate

  Business response

  03/07/2024

  1.) The original quote that the client received was deleted immediately, and the client opened the second estimate delivered before accepting either.
  2.) The client clicked accept specifically on the second estimate sent, and therefore is fully liable to charges, even if she did not make an attempt to confirm the price. The original estimate was deleted from our system, and could not be marked as accepted under any circumstance.
  3.) the **************** quote included the mow, which the client accepted and received. The client also reached out about the contents of this quote, to clarify they wanted a 1-time mow instead of a recurring services scheduling; Confirming that they actively discussed the acceptance of the second bid, with a higher price-point. The originally provided estimate had no mowing-related information.
  4.) The client opened the ************************ email, which had the job notes from the second project service, and did not make an attempt to mention that it was not what they intended to accept.
  5.) Overall, all requirements from the company were fulfilled, the services were rendered appropriately, and the invoice is completed and overdue.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In mid-September 2023, I filled out a request for an estimate for lawn mowing services from Augusta ********** I simply filled out the request for estimate on the company's website.I received their estimate on 9/26/23.One 10/2, I emailed them to thank them for the estimate and asked several follow-up questions: whether they offered drip irrigation services and if they would send us a tally of what the total annual mowing services would be. They answered that they had no irrigation services, and they never addressed my request for annual cost of mowing, which we found to be confusing in their original estimate.We decided not to consider their services any further after learning they had no drip irrigation servicesand never getting a price for the annual costs of the mowingwhich we had requested. So imagine our surprise when we received an invoice from them on 10/19/23 for $87.04! It itemized 2 mowings at our homeon 10/5 and 10/13. First and most importantwe NEVER approved or requested ANY services from Augusta. We simply asked for an estimate via their email form and then we moved on when we were not satisfied with their (non)response to our follow-up questions.Secondly, we never saw anyone on our property on those days (they say they have time-stamped photos). Also, most of our lawn is in our back yard with a padlocked gate. So they couldn't even access it. Finally, our current mowing service had just mowed our lawn, so it didn't need to be mowed on either of the dates they claim to have mowed.We have not yet paid, but they are threatening to send our bill to Collections. Despite my emails to try and resolve this erroneous charge by simply removing it, they insist that my follow-up request for more info was actually an approval/request for services. The BBB rep I spoke to encouraged me to file a claim.In short, we want Augusta to drop this bill. We have since discovered that they have many complaints about shoddy business practices online. .

  Business response

  11/17/2023

  Hello. The matter at hand was resolved with the client prior to the receiving of this notification. Have a nice day

  Customer response

  11/24/2023

  Hi BBB,

  Augusta emailed us a note that they would cancel/drop the invoice in dispute.  So far, so good!

  Thank you so much for your help in addressing this issue. It really did make all the difference!

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

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 13, 2022 Augusta Lawn Services ("Augusta") estimated yard bed cleanup services (both initial and weekly). A Bed Cleaning Agreement was sent to us and accepted on July 15, 2022. The first service date was August 8, 2022. During that time no yard maintenance was performed and the both the landscaping and beds deteriorated). On August 8th, ***** from Augusta cut the lawn but refused to clean the beds stating that the work would require more time than he had and that ****** the Manager would be in contact with us. On August 9, 2022 ****** sent us an email stating Augusta was cancelling our Agreement and would be providing any bed cleanup services and we should seek services from another Landscaper. We contacted Baldevinos Landscape Services ("Baldevinos"), who promptly cleaned the beds but had to spend more time since Augusta due to Augusta neglect of the beds and cancellation of service. I seek reimbursement of the $700 in cost paid to ********** and agree to pay Augusta for their lawn cutting services.

  Business response

  10/03/2022

  Hey ****** and *********!

  Thank you for reaching out. In regards to the ************************ not completed on your property, we did not send an invoice - nor intend to send an invoice. The project work that **************, *****, completed on your property, has been considered complimentary - a free service. After a considerable amount of change requests and work not included in the proposal, we recommended that a personal gardener would be better to serve your needs. We will be unable to pay you for work completed by another company. 

  Customer response

  10/09/2022

   
  Complaint: 18064460
  I am rejecting this response because: Augusta is not truthful. Please see attached 8-31-22 bill threatening to send me to a ******************* Also Augusta has not provided any proof that there were change orders or additions to the scope of work. Augusta reneged on their agreement to provide services. Under Washington Contract Law an agreement between two parties can be verbal or in writing. In this case it was both. An agreement can not be terminated or changed without agreement between both parties. This did not happen. Augusta unilaterally cancelled the service. Under Washington law the breached party is owed the difference between to original quote for services and the extra cost the breached party had to pay for the services quoted. If Augusta does not pay the amount requested for their breach of agreement I will file a small claims action and they can explain their case to a Judge.
  
  Sincerely,
  
  *************************

  Business response

  10/17/2022

  On 7/13, a quote for Regular Mowing services was sent to the client. On 7/14, the client approved the service, and was emailed confirmation. Multiple Regular Mowing services were completed. Including 7/19, 7/25, 8/01, and 8/08. We still have not received payment for these services rendered. 

  
  In regards to the Property Cleanup, an email was sent to the client 8/09, and 8/10. Each email explained that we would not be able to provide a ************************ as requested - after multiple inquiries from the office and crew that they did not feel comfortable talking to the client. Neither party entered into a signed contract for this service.
  

  
  

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had Sod installed in October 2021. At the time of the estimate from ****** who also owns the franchise, I asked if I should wait for Spring to have sod installed and what if it does not take. He assured me it was fine and should take and if not they would fix it. No warranty was offered or mentioned at any time during the process. The sod did not take. A newer employee from August who worked at Tru Green came out this month and said the sod was of poor quality and would have never taken. ***** offered to replace sod and reseed what could be saved. He showed up once to over seed and did not show up the next day when he said he would be here at 11 with sod. He continues to put me off. Really, all the sod needs to be replaced. *****s customer service and product are awful. During the install he would say he was going to be here and be a no show or show up late to say he would be here tomorrow.

  Business response

  05/06/2022

  Hello BBB and ******, 
  
   First off, we do appreciate any feedback that can make our business better. This specific complaint was filed for our **********, ** location, which is a separate business from **********, **. Either way, after touching base with ***** and the ********** team and looking into this situation we can offer a timeline of events. 
  
  The sod was originally installed in October of 2021, according to the scope of the bid, and to industry standards. Site preparation, soil/sod selection, and soil/sod installation was done correctly and to industry standards. In this climate, sod can be installed year round. All sod farms will confirm this. Augusta has installed sod during all seasons, and have had great success. The only issues that can hinder sod would be heavy frost or snow (which did not happen in this case) or improper care. After the sod was installed ***** offered to water and set timers for sprinklers if needed by the client. Shortly after the sod was installed there were a few days of heavy rain. This could have slightly damaged the sod, but not completely killed it. 
  
  It became obvious that drainage was an issue on the project site before Augusta ever stepped on the property. Augusta/***** was never made aware of existing drainage issues. There was no warranty on the job as we cannot control the weather or how the customer cares of the sod once it is installed. The customer assumes the risk, and ultimately has to care for the sod. The customer never asked for a warranty before the project was completed.
  
  However, when ****** first reached out with drainage concerns (in December of 2021, two months after the work was installed), ***** was responsive and solution oriented. ***** offered the contact information of another contractor who could provide a solution to the drainage, as Augusta/***** does not provide drainage work. ***** offered a complementary treatment package in spring of 2022 as well.
  
  On March 16th, 2022, ***** and his team completed a complimentary treatment package to the sod, for a total value of over $300. This was done free of charge to help revitalize the sod. 
  
  In April of 2022, ****** contacted ***** again and asked that the job be fully redone, free of charge. ***** offered to repair or replace the sod for an additional fee. On April 15th ***** an employee of Augusta, met with ******. ****** was very upset, and aggressive towards ***** demanding that the sod be replaced for fee. We have documentation of this interaction from **** in our customer database where everything is time stamped and verified.
  
  At this point *****/Augusta felt that they had done everything they could to satisfy ****** and needed to no longer service her property. Augusta did not want to continue working with ****** after the way she had treated their employee and was completely unreasonable to many solutions. The bottom line is that the job was completed to industry standards and according to the bid. There was no warranty on this work. *****/Augusta offered multiple solutions and free work to help get the sod back in shape.
  
  We wish ****** the best, and do hope that the sod comes back and thrives. Please let us know if there is anything else that we can do. 
  
  
  
  
  
  
   

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