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:06/09/2023

  Type:Customer Service 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 had inquired about Lawn Care Services in May of 2023. I requested that an invoice be sent out to the requested email address immediately after our in person consultation; as I wanted to know exactly how much would be applicable for a Seasonal Lawn Care Service with Tender Lawn Care Services. I had sent ****** at Tender Lawn Care Service at least four separate emails; requesting that he issue the invoice, containing the applicable information as requested.
  
  ****** at Tender Lawn Care; did not respond to any of my requests regarding the invoice and finally, I received an invoice from him; almost two months later.
  
  The invoice was received on June 30th, 2023
  However, the Lawn Care Services had commenced at the beginning of May of 2023.
  
  The email received from ****** was not pleasant as he made a complaint; suggesting that the account was overdue and the Lawn Care Services would be suspended for non-payment.
  
  It is absolutely ridiculous to be treated in this manner; by any company whatsoever.
  
  I didn’t even have a chance to respond, before I was being accused of negligence associated with paying the requested balance; provided in the invoice.
  
  I am not overly impressed with the level of service that Tender Lawn Care provided, as the Lawn Care Company had run the lawnmower into my storage area and as a result, a piece of wood from the shed fell off and requires replacing.
  
  Additionally, ****** made an appearance at the Property where I reside; the week of August 20th; attempting to collect payment.
  
  As the Security Cameras documented; ****** proceeded to stay on the property for several minutes (5-10) mins; waiting for a response at the door.
  This is unprofessional behaviour and will not be tolerated.

  Business Response

  Date: 16/09/2023

  TENDER LAWN CARE indeed did meet with **** early May and discussed in full what the cost and billing would entitle before a blade of grass was cut!

  **** agreed to our price for the season and said she would send us an email with her contact information as she does not text.

  We at Tender Lawn Care cut her grass that day and every week following! 

  We did not receive any email for billing until JUNE 13 2023! We at TLC are at this time in our busy season and only have to catch up on billings here and there! **** sent another email requesting bill on June 28th 2023  (second and only emails we received not 4 as stated by Lisa) and the bill was sent to her on June 30th! Bill clearly states that half payment is due on May 1st and the remainder be paid by July 15th! 

  We continued cutting grass with no payment received under good faith that she would pay her bill soon! On AUG 25th 2023 **** was sent and email (because her phone was disconnected) stating her bill was passed due and would need to be paid as it was past the required payment date and all services would be suspended until payment was received! ( as any company would do ex... internet, tv, power, water ect...

  We received a response to our email on Aug 25th 2023 that our bill was received and we would be paid shortly! which in turn we got this email for you the BETTER BUSINESS BUREAU on Sept 6th 2023 with a outrageous complaint!

  I did go to ****** house and ring doorbell to make sure she received our invoice and she did not respond to any emails from the 30th of June near end of Aug and her phone number she had given me was disconnected! There was no answer so we emailed **** to state that service will be suspended until we are paid in full!

  To this date We still have received no payment whatsoever and as for the complaint about some broken board on the garage the first we have heard of it is in this BBB complaint! 

   

   

  Customer Answer

  Date: 18/09/2023

   I am rejecting this response because:

   I verbally request that an invoice be sent via email, during our initial discussion about the Lawn Care Services.  At which time, I also gave the owner the opportunity to accept payment paid for each individual Lawn Care Service; as this would allow me the opportunity to review the Services; before fully committing to a full Season.

  The Owner was not responsive to my initial request for individual payments; when I had requested this option; as this was suitable for my requirements at the beginning of our meeting.

  It appears that the initial requests were completely ignored; as a potential way of enforcing full payment; after the services have been rendered.

  I did not agree in writing that I was going forward with the entire Seasonal Lawn Care Service; without having an opportunity to review the service beforehand ( that is the reason I requested individual lawn cut payments ).

  Furthermore, I waited an entire month for the invoice to be issued.

   I did indeed send four emails in total; as I was trying to avoid having this type of situation occur.

  The damage in which occurred during the Lawn Care Services; was to the Storage Facility attached to my home in the backyard and not the garage

  ( as stated by the Owner of the Lawn Care Services ).

   This notification was sent via email in July; whereas, I did not receive any response from the Lawn Care Service Company.

   I’m willing to pay for half the cost of the Services; since I am going to have to cover the cost of the expenses due to the damaged storage facility.

  Additionally, I did not receive the entire Seasonal Service Plan, as the Lawn Care Services were suspended, due to the Owner trying to conduct business on his own terms; therefore, it would not make sense to pay the full amount as outlined in the invoice.