Complaints

This profile includes complaints for Nutri-Lawn Service Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nutri-Lawn Service Group

  1038 Belfast Road Ottawa, ON K1B 3S3

  
• 

  Nutri-Lawn Service Group

  2046 Carp Road Carp, ON K0A 1L0

  

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:30/08/2024

  Type:Order 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 signed a one-season contract with this company in 2022 and paid the agreed-upon price in full before the start of the service. However, the company continues to send me bills for the following year, claiming that the subscription has not been canceled. Despite my requests, they have not provided evidence of my agreement for a subscription-based contract. Instead, they keep harassing me by sending bills and threatening to send the unpaid bills to collection agencies.I am willing to pay the invoice if they provide me with proof of the work being done and my agreement for the subscription-based contract. Otherwise, I demand they stop the harassment and void the invoices.

  

  Business Response

  Date: 19/09/2024

  Here are the facts. 

  3/16/21 - Spoke with *** W and booked on Nutri-Lush program
  3/16/21 - Confirmation email was emailed automatically through the *** system.  Email was a welcome to Nutri Lawn and discussion about services. 
  6/25/21 - Client emailed at 11 am asking if applications were completed
  6/25/21 - Simmeon replied to the client at 3 pm leaving a voice message confirming services have been completed.
  8/10/21 - Phone agent ****** left a message for chinch bug quote as chinch bugs were discovered on the lawn.  There was no reply. 
  10/13/21 - Text message was sent by ***** I in regards to auto renewal set up for 2022 season and to prepay now and save 10%.  There was no reply. 
  10/26/21- 2. On October 26, 2021, an email was sent to you showing the services for 2022 that are scheduled.
  10/29/21 - Second text was sent by ***** I in regards to auto renewal and to pay now and save the 10%.  No reply. 
  11/9/21 - a letter was mailed to you showing you the services for 2022 that are scheduled. We included a terms and conditions insert as well.
  12/9/21 - *** W called and left a message as well as he sent an email in regards to the renewal and to prepay and save.  
  3/9/22 - another email was sent to you in regards to renewal and save also detailing the auto renew service
  4/3/22 - an email newsletter went out to you and all active clients telling you what to expect in the month of April with your services.
  4/10/22 -  a voice message was sent to you and all active clients advising you that the services were starting.
  5/3/22 - after-service emails were sent to you advising what services were performed and what our technicians observed on your lawn.
  6/15/22 - after-service emails were sent to you advising what services were performed and what our technicians observed on your lawn.
  6/3/22 - payment reminders were sent to you.
  6/9/22 - collection task created as account is 30 days past due
  7/3/22 - payment reminders were sent to you.
  7/14/22 - Client called in and spoke with ******** L, canceled all remaining services and said he didnt believe he should have to pay for services and never agreed to auto renewal.  ******** did explain the letters, texts, voice messages and emails. ******** also emailed the client all the documents/texts sent.
  7/14/22 - Client posted negative ****** review
  9/27/22 - ****** A called in regards to the outstanding balance.  ** said never agreed to services and wont pay. 
  12/15/22 - **** F called leaving a message, texted and emailed the client in regards to the balance owing.
  1/25/23 - ******* called and spoke with the client about the balance, refusing to pay or try to settle.
  3/9/23 - ****** C called and spoke with the client again getting the same response.  ****** suggested sending it to 3rd party. 
  3/9/23 - **** sent a message to admin team to send to 3rd party per previous notes.
  
  

  Customer Answer

  Date: 24/09/2024

   
  Complaint: 22220693
  
  I am rejecting this response because:

  Their response does not address the question and issue. The contract that I agreed to does not specify the yearly continuation of the service. Since I have not been told before agreeing the contract and did not agree to a subscription based contract, the business cannot force me into additional unwanted services. I'm not obligated to review and respond to their communications if I have not agreed to such services. 

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

• Initial Complaint

  Date:22/01/2024

  Type:Order 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.

  The note below summarizes the email that I sent to Nutrilawn on May 25th of 2022 in response to unauthorized services performed on my property May 20th of 2022. I believe it sums things up. In short they continue to demand payment despite several emails and phone call. Its harassment. I have an email document trail but can't figure out how to save as an attachement.
  -------------------------
  As we discussed on Friday:
  - When I arrived home on Friday from a trip to Atlanta, I saw the NUTRI-LAWN sign on my lawn.
  - I phoned immediately to ask why ANY service we performed on my property as I had not asked for or confirmed any service.
  - I was informed that I had signed up to a 2 year plan.
  - To be VERY clear. NO WAY did I do this. I was planning to retire this year and wouldn’t need the service.
  - I had also given the same story by the manager last year and gave them a lecture over the fact that I would never sign a multiyear deal.
  - You informed me that I was sent emails (all of which I now see in my Spam folder), including your visit reports. None of which were ever responded to.
  - I was also informed I had been sent a letter, which I can say I never opened as I get a ton of junk mail.
  - No one was home (my wife and daughter were also in Toronto) when you came and performed the service without so much as ringing the doorbell (I checked my ring Doorbell App)
  -
  Still despite any response or acknowledgement you decided to perform your services at my house. Now you think you will bill me for these services?
  To be clear I had already fertilized my lawn 2 weeks earlier (I bought a nice new Scotts spreader).
  
  In summary, I have no intention of paying money for a service I never asked for, never confirmed, and had already performed myself.

  

  Business Response

  Date: 06/02/2024

  Good Morning Mr *****,

  We were pleased that we were able to come to a resolution to the issue.  We never want to have clients upset with us and we find that these things are always a result of miscommunication.  Our representative, ******, appreciates your patience and understanding during your conversations.  All the best.  

   

   

   

  Customer Answer

  Date: 07/02/2024

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21180207, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/09/2023

  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 have used Nutri-Lawn previously but have had an extremely negative and inconvenient experience this season. I have tried several times to communicate with different people at the office to resolve this without success and have asked to be put in contact with a manager but my request has been ignored. In short, something happened with my online Nutri-Lawn account that didn't allow me to pay the full amount of the service through my online account. I contacted the office and was advised to send a specific amount via e-transfer. I did so, then I was contacted indicating I only paid a portion. After providing proof of full payment I was told someone would be attending my home shortly to complete the first treatment. After three weeks of back and forth and checking in, I received two voice messages from different people with conflicting information. One said I didn't get service as my gate was locked (it was closed, but not locked). The second message said it was because there was a note that I had to provide verbal authorization before they could come. I reiterated with the office that email is my preferred method of contact and no verbal authorization is required. Service finally commenced, after I again requested to speak with someone or be provided with a refund for non-service. I continued to get an extreme number of phone calls throughout the summer. A customer ********************** rep reached out to ask for my feedback so I provided an explanation and indicated that my account still appeared to be incorrect online (even though I had mentioned it previously to the office). The response I received regarding all of the issues is that there was a verbal authorization on my file and the amount I was told to pay from the beginning was incorrect. There was no apology for my experience or commitment to the price appearing in my account online. This experience has caused me anxiety and a lot of inconvenience and I have lost all trust in the company.

  Customer Answer

  Date: 29/09/2023

  
  I submitted complaint #********. Nutri-Lawn has contacted me directly and the issue has been resolved to my satisfaction.

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

  
  

• Initial Complaint

  Date:13/07/2023

  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.

  We purchased mosquito control services this year (we had purchased them last year). We were told it was the same service as last year...yard to be sprayed every 2 weeks for Mosquitos only.
  the Service was to begin in mid-end of May to end of Aug/first week Sept.
  this summer we have continually had to chase this company down for every single application. I just found out that they want to spray only every 21-24 days...which transpires into once a month. We did not pay $1115.00 for once a month. I expect to get exactly what we paid for and exactly waht we received last year. I have attemepted to contact this company and speak to a manager...but apparently there are no managers and everyone there is a supervisor.
  this is unacceptable. If they do not want to provide the services we paid for then we want the remaining money for 6 applications returned to us.