Complaints

This profile includes complaints for Massey Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Massey Services, Inc.

  10 SW 49 Ave Ocala, FL 34474

• 

  Massey Services, Inc.

  1440 N Nova Rd STE 103-105 Daytona Beach, FL 32117-3200

• 

  Massey Services, Inc.

  1611 So. State Road 15A, Suite 2 Deland, FL 32720

• 

  Massey Services, Inc.

  3210 Clay Ave, Suites A, C, D, E Orlando, FL 32804

• 

  Massey Services, Inc.

  337-339 North Highway 27 Clermont, FL 34711

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:05/27/2025

  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.

  Use company for termite and pest services and have for several years. I had termite damage which was covered under Massey Services, Inc. Massey Services, Inc. hired a company to complete the work to fix the termite damage. I have a home security system and they failed to put the wiring back on the door that they had to repair/replace from the termite damage. Due to this, I cannot get a home security system now for the basement. Massey Services, Inc. is not returning my calls. This is poor customer ********************** and now I'm unable to get my home security system setup in the basement of my home.

  Business Response

  Date: 06/09/2025

  Regional Manager spoke with consumer about his concerns.  Regional Manager recommended he contact his alarm company to have the system reinstalled.  Massey services did not remove the alarm system or the door.  Consumer did confirm this. 

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23369657
  
  I am rejecting this response because - see below

   

  This is correct, Massey Services did not remove the alarm from the door. A contractor was hired to replace the wood frame and doors downstairs by myself. The contractor did remove the alarm wire that connects to the door so he could remove the door to replace it. When that work was started is when the termite damage was found. I immediately called Massey Services. They agreed to cover the termite damage and hired their own contractor to complete this work. While their contractor put everything back together they failed to connect the alarm to the door. Instead they stuck the door wire piece up in the doorframe and didnt expect that Id say anything. Their contractor was fully aware of the alarm system, they are the ones that got a new alarm wire for the door. Massey Services told me afterwards that the alarm was excluded in the work and to call my alarm company. At no point was I ever told that anything would be excluded. At that time, I called an alarm company and they came out on May 8th. They stated they could not fix it because they couldnt access the wire from the wall or its not even there. Im requesting this to be fixed by Massey Services, they were fully aware of the alarm system that was in place before they started work. I need the alarm wire from the wall pulled out so I can connect it to the door. I need them to contact their contractor and let me know if the wire is there, was the wire connected back to the windows? If the wire is there they will need to cut a hole through the sheetrock to access it so we can connect the wire back to the door as it was before. They are not communicating effectively at this time and providing me with a resolution to the problem they created. 
  
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/23/2025

  Regional Manager spoke to customer and advised him to call the contractor that removed the alarm system and the door.  This was removed by consumers contractor for renovations.  Termite damage was found during the renovation process.  Massey Services has repaired the termite damage.  Massey Services is not responsible for replacing or reinstalling the alarm system.  Consumer signed a completion certificate, and the termite claim has been closed. 

• Initial Complaint

  Date:05/06/2025

  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.

  On 01/22/25 Massey Services sent an e-mail stating it was time to renew our house termite protection. On 01/23/25 I electronically paid them. Massey Services did not perform the work. On 02/28/25 I contacted the local location (Massey Services, Inc., **** **** Service Center **************************************************************************, Phone ************). They acknowledge the owed credit but said they needed to send it out for authorization. On 04/18/25 I contacted Massey Services website stating I was due the credit but it never received. They responded " Thank you for your email. We have notified the local service center to contact you regarding your refund concerns. Someone will contact you as soon as possible. Thank you for allowing us the opportunity to serve you, enjoy your day." It is now 05/06/25 and no one has contacted, nor has the credit been issued. It astounds me Massey Services can not issue a simple credit that any credible organization can do in one day.

  Business Response

  Date: 05/12/2025

  We are processing the $206 refund as requested by the customer.

  Regional Manager

  **** *******

  Customer Answer

  Date: 05/12/2025

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/23/2025

  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.

  1.I noticed unusual scratching sounds from the ** vent on the second floor of my house, resembling claws on wood.2.Massey Services inspected the attic and assured me there were no animals, attributing the sound to a loose metal stick rubbing against wood, with no structural concerns.3.A follow-up inspection after signing up for additional services reaffirmed there were no issues. Despite occasional noises, I trusted their professional judgment.4.Days later, water leaked from above the second floor down to the garage. A contractor diagnosed the issue as animal damage to the ** drain pipe and wiring.5.Repairs were made, but the second-floor bathroom ceiling remains untouched to avoid disturbing the animal. Part of a bedroom carpet was also damaged by water.6.I hired an animal removal company to eliminate the pest and seal my home, incurring additional costs and effort.7.Massey Services refused responsibility, claiming no signs of animals, despite evidence like animal droppings. They admitted they cannot do full attic inspections or cover all animalsfacts undisclosed prior.8.Their unwarranted confidence misled me, preventing earlier action and allowing avoidable damage.

  Business Response

  Date: 05/02/2025

  We are in receipt of Ms. ***** complaint, and the following will serve as our response:
  
  After a thorough review of the matter, Massey categorically denies any liability of the alleged damages.
  
  On April 30th, I met with Ms. **** outside her front door. Present with me were our Sales Inspector, Technician, Service Manager and General Manager.
  
  I asked Ms. **** to recount the situation to ensure we had all the facts aligned. She stated that she had contacted her local Office to request a service transfer to her new home at the same price. The Admin. scheduled the service and offered a complimentary termite inspection,which Ms. **** accepted. Consequently, the Sales Inspector conducted the inspection, including the attic. No issues were found, and he proceeded to sell her termite bait stations. At that time, Ms. **** confirmed that there was no discussion about animals in the attic and no concerns were reported.
  
  Following this, we scheduled the initial service.Our technician completed the service, which included an attic inspection.Again, no issues or droppings were observed. Ms. **** later claimed that she had informed the tech about hearing an animal and metallic noises in the attic.The tech stated there was no such conversation.
  
  Ms. **** then asserted that she may have spoken with our Service Manager. The Service Manager confirmed that no conversation about attic noises occurred. He inspected the attic and found no signs of animal activity during his visual inspection. Later, he identified a hole on the second story exterior, but at no point had any conversations with Ms. **** regarding rattling noises. There were no rattling noises.
  
  At this point, Ms. **** became upset and expressed that she felt her account would not be believed over our teams statements. I asked if it was possible that a plumber had mentioned the rattling noise to her, but she insisted it was our team. She then said we should have informed her that not every part of the attic could be inspected. I clarified that we conducted visual inspections only in the accessible areas.
  
  She also mentioned having spoken with the local office Customer ********************** Specialist about the attic noises when contacted to collect the termite service balance. However, the *** confirmed there was no such conversation.
  
  Ms. **** refused to let me enter the home to inspect any damage. She stated she would send photos via email and no longer wished to communicate further. She is insisting we pay for the damage.
  
  Based on the timeline and evidence, we believe a squirrel entered the attic after the initial service. If the hole had existed during the service, the technician would have noticed it while treating.  No noises were reported prior to the service occurring by Ms. **** to the local office or our national customer line.
  
  We are committed to resolving disputes constructively where appropriate. However, we maintain that we are not liable for the damages alleged by Ms. ****.
  
  Massey Services has been in business since 1930.  Our service reputation, integrity and commitment to our community are the best.  We value Total Customer Satisfaction and are committed to Building Long-Term, Trusting Relationships with our Customers and Team Members.
  

  Customer Answer

  Date: 05/02/2025

  What Massey Services said in their response was not true and they mixed up the time line, below are what happened with dates:
  I initially called Massey Services local office to cancel service at my old house and start new service at my new house back in late February, the person answered the phone said they can keep the same price, and also asked if we need service sooner or just do the first service in April (since its quarterly service), I agreed to do the first service in April.
  On April 2, I received a text message from the technician saying he will be conducting my pest control service tomorrow. However nobody showed up in the next few days.
  Also during the same time, we started hearing noise in the attic, on April 8, I called the local office again saying the first service was never done. They found out the technician went to our old house instead, so they offered to come the next day to service our property. I mentioned during the call that we have been hearing noises above the second floor ceiling and concerned about animal being up there, the person on the phone said they can have the technician check the attic.
  On April 9, the technician showed up to do pest control service, he went inside the house and I mentioned again about the noise in the attic, he did not have any hesitation and went to check the attic. After inspection, he came down and said there was no animal. I asked then what was the sound, and he said there was a metal which became loose and it was rubbing against the wood, I asked if we should have someone take care of that, he said no because there are several metal sticks up there for support, one becoming loose wont cause any real issue other than that we will sometimes hear noises. I got relieved and thanked him.
  Then he was trying to sell me mosquito service and termite service (irrelevant to my claim but just adding a little more detail), he said he can give me the price after he serviced the outside. I said Im about to have a meeting and he said no worries, he will text me after he is done.
  He texted me prices for mosquito and termite, but I didnt agree at that time. (I have text history as proof for the above communications with this technician).
  In the next few days, we still hear noises in the attic sometimes but just thought that was due to the metal rubbing against the wood.
  On 4/15, I called the local office because the technician didnt take care of the ants, they agreed to come out again the next day. They also said I had termite protection at my old house, and asked if I want terminate protection at my new house as well. I negotiated to a price I think reasonable, and Massey offered to upgrade us to include attic protection as well. They said a termite inspector will be at my home the next day to do an inspection.
  On 4/16, the pest control technician texted me again saying we need to give it a few days for the ant bait to work, and said h*** be here on Monday (4/21)to check activity, I dont know if he was here on Monday (again irrelevant detail to my claim).
  On 4/16 morning, I called the local office to reschedule my terminate inspection, which got moved to 4/17
  On 4/17, the termite inspector (different person from the pest control technician) came and inspected inside and outside of our house, including the attic, and told me you are fine. Then we finished paperwork for the termite and attic protection.
  On 4/21, termite stations were installed (irrelevant to my claim).
  On 4/21 afternoon, we noticed water leaking all the way from the attic to the garage, we called a contractor who diagnosed the issue as animal damage to the ** drain pipe and wiring. He also saw a live animal when he entered the attic.
  We got the leak fixed and garage ceiling opened, but the second-floor bathroom ceiling remains untouched to avoid having the animal enter into our house. Part of a bedroom carpet was also damaged by water.
  On 4/22, I called the local office and made my claim, they sent out the service manager and the pest control technician to inspect the attic again, still saying no signs of animal or droppings, they then inspected the outside of the house and found a hole. They said it looks like squirrel and they dont cover squirrel, also they said they cannot inspect the entire attic. Then I asked why they didnt tell me at the first inspection? If they let us know they do not have the capability of verifying if there is animal or not in the attic (no mater what kind of animal), we would have sought other services earlier, and we would be able to fix the drain line damage before that caused the leak! I also said the explanation of where the noise came from made us believe there was no animal in the attic, and that technician said because that was what he thought. They refused to take responsibility. I then escalated the issue and talked to the local office general manager, and the regional manager, both gave me the same answer.
  Then I tried to contact the corporate office and spoke to the regional vice president and *** of Customer ********************** during the next week or so, and received a call from the regional manager requesting to take a look at the hole because he did not personally see it before. I agreed and thought he would just come by himself.
  On 4/30, he came with several men with him to our front door, asking me to describe what happened, and the technician started denying about providing the explanation about metal rubbing against the wood, and said he didnt remember anything about that. I got upset because they are clearly lying! I said I thought you were just here to take a look at the hole, if you want to argue, you shouldnt be here, because I have told the same thing over and over again. The regional manager said they were not here to argue, just wanted to understand what happened, and he believed me. They didnt request to come into the house to take a look at the damage, I offered to send them pictures of the damage if they need, and the regional manager said he will email me to follow up. Then he said they will just take a look at outside and the hole and will leave, so I closed my door. He did email me later and I sent him videos and pictures of the damage.
  On 5/2, they told me they are still not going to cover any of the damage and provided the response to my BBB claim, which is full of lies.
  I request BBB to escalate my request to the next level, if Massey could provide recordings of the phone calls and their service logs,those will prove they were not telling the truth. I can also provide text histories, pictures and videos of the damage, and pictures showing animal droppings if needed.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23243689
  
  I am rejecting this response because: what stated in the response is not true, please see attachment for details. This has also been shared with BBB directly. I'm requesting Massey to provide recordings of the relevant phone calls and service logs.
  
  Sincerely,
  
  Zengyi Xing

  Business Response

  Date: 05/07/2025

  See Attachment 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23243689
  
  I am rejecting this response because: the business did not provide any response, the attachment they sent was what I provided to them (Massey Services) and BBB.
  
  Sincerely,
  
  Zengyi Xing

  Business Response

  Date: 05/15/2025

  We are in receipt of Ms. ***** rebuttal, and the following will serve as our response.
  
  The basis for our decision is outlined in our Terms and Conditions, which specify that "Massey will not be responsible for, present or future insect and/or rodent damage to structures or contents, nor will we provide compensation or repairs for such damage." 
  
  Ms. **** has confirmed that she verbally agreed to transfer service to her new residence. 
  
  While Ms. **** has indicated that another vendor observed evidence of squirrels or reported sightings,during inspections or treatments on three separate occasions, no such findings have been reported by a Massey team member. 
  
  We are not responsible for damages caused by squirrels. Additionally, our guarantee terms cannot be altered; Massey offers a satisfaction guarantee, which includes a refund of the last service if the customer is dissatisfied. 
  
  We understand these situations can be difficult, and we remain committed to assisting Ms. **** to the best of our ability within our established policies. We appreciate your understanding.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23243689
  
  I am rejecting this response because: Massey Services is trying to avoid responding to the most important question, which is: its employee failed to let us know that Massey is not capable of verifying if there was animal in the attic, instead he gave us confidence to believe him that we did not need to worry about animal issues in the attic by further providing an explanation for the sound and continued happening of such sound. As a customer, we have very limited knowledge of pest control, and we believed Massey to be a professional and expert in that area, so it was absolutely reasonable for us to believe what its employee said given that circumstance. In order to cover the above fact, Massey and its employees were trying to mix up timelines and telling lies. If they have nothing to hide and have done everything correct, why did they refuse to admit what actually happened?

  By the way, although it won't change what Massey has done wrong which indirectly resulted in water damage for our house, we were never made aware of the exact scope of services, so we're requesting Massey to provide a copy of signed service agreement. In addition, as requested in previous response, please provide recordings of the phone calls and service logs.

  
  Sincerely,
  
  Zengyi Xing

• Initial Complaint

  Date:04/23/2025

  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 have been a customer of **********************, **** out of ***************. I live in **************** After being a customer for 11 years, ******************** didn't treat my lawn, but still charged me. As a result, I have weeds everywhere (my lawn used to look outstanding) and I have waited patiently for overtwo years to get this resolved. I have dealt with 4 differentpeople who have come to the house and said they will make it right and resod myfront yard. I didn't even ask for them to fix my backyard. I was promised two months ago that this would happen and then there was an excuse that sod was on backorder. I have spoken with ***** (another **** recently, since he called me and wanted to sell me more services. He had not looked at any notes on my account when he called. If he did, he would have seen a long history of complaints and broken promises by Massey.I asked for the manager of the department to call me three times. - no phone call. They have the worst customer *********************** have ever experienced as it comes to lawn and shrubs and are taking money from customers, but not delivering their ****************************, I witnessed their team pull up. Look at the yard and then drive away.I do not know what to at this stage as they are non-responsive. I will be contesting all services with Amex.******* ***** **********************************

  Business Response

  Date: 04/28/2025

  Our Regional Manager met with Mr. ***** and surveyed the property.  We will be refunding services.  

  Customer Answer

  Date: 04/28/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/19/2025

  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 have been a customer with ******************** for over a year. I have been calling them for over a week with no return call after being promised someone will return my call. *** is complaining about my yard and I was hoping to have a plan in place before the next inspection. Massey is on my property every month so there should be no problems with my lawn but it is full of weeds. Not receiving a return within ***** is not acceptable usually when after service is rendered I receive a call from Massey the every next day!. At this point I think it would be in my best interest to find a more reliable company. I advise everyone to be careful doing business with Massey.

  Business Response

  Date: 04/29/2025

  We apologize for any frustration ********** experienced and appreciate her bringing this to our attention. After learning of her concerns, we contacted Ms. ******* directly. Our General Manager, *****, was scheduled to inspect the property, and at her request, we adjusted her monthly service rate to $90 after she opted out of shrub care. She expressed satisfaction with this resolution.
  An irrigation inspection was set for Friday at 2:00 PM following her neighbor's fence installation. At Ms. ******** request, that appointment was rescheduled, and ***** will follow up to confirm a new time. We also scheduled weed treatment for April 25th to support her HOA documentation needs.
  We remain committed to resolving her concerns and providing dependable service.

  Customer Answer

  Date: 04/29/2025

  
  Thank you for the opportunity to respond. It is true that ***** reached out on Monday, the 21st, and visited my property to assess the condition of my yard. He acknowledged there were concerning issues and offered to send someone to spray and evaluate the irrigation system. I spoke with a technician on Tuesday regarding irrigation and asked to hold off until my neighbor finished their work nearby.
  By Wednesday afternoon, I had not heard back from *****, and no one had come to spray. When I checked my online account, it was noted that a visit had occurred, but my home security cameras did not show anyone arriving. I followed up with *****, and he said he would verify and call me back, but I did not receive a return call.
  By Friday, I canceled the irrigation appointment and informed the company I would not invest further until at least the weed treatment was completed. Later that day, the general manager reached out. I explained the situation, and he assured me someone would come that dayand he followed through.
  I sincerely appreciate the general manager honoring his word. However, it's unfortunate it took leaving a review to prompt a response. I hope this feedback helps improve communication and follow-through for future customers.
  

• Initial Complaint

  Date:04/16/2025

  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.

  After repeated attempts with Massey Service trying to repair the damage they have done to our yard by over chemically the yard, which Massey agreed was their fault, they have provided no resolution. On Massey website it states a refund if a customer issue is not resolved by the second attempt. Additionally Massey yard irrigation machine damage our patio flooring, we are seeking Massey to repair the damage the caused and refund our monies as stipulated by their customer contract commitment published on their website.

  Business Response

  Date: 04/21/2025

  General Manager ******* Guiliano met with Mr. ******** today and did see the tire marks on his patio. We believe those will come off with a cleaning agent. We also addressed the areas of drought and uncontrollable weeds and put a plan of recovery together that we communicated to Mr. ********* He agreed to give us the opportunity to clean the patio and address the areas of lawn concern. ******* will follow up with Mr. ******* to ensure satisfaction.

  Regional Manager 

  **** *******

• Initial Complaint

  Date:04/10/2025

  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 received an invoice for $77.00 that was being sent to collection agency. Two things: 1, when I log into my account this amount does not show, it shows a balance of $0. 2, I attempted several times to speak with *****, the regional manager, this balance was to be credited in past conversations because of poor service, he never returned calls. Staff at office was unable to reach him.

  Business Response

  Date: 04/21/2025

  The Regional Manager called and spoke with Mr. ******* and let him know that we will refund him the amount of $77.00 back to his credit card.

  Regional Manager

  **** Block

  Customer Answer

  Date: 04/21/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/08/2025

  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 am filing this complaint against Massey ********* for unethical and potentially illegal business practices related to their cancellation and billing process.On March 3, 2025, I contacted Massey ********* to cancel my lawn service. I spoke with multiple representatives, and each time I was assured that my account had been canceled. Despite this, I was still charged for a service dated March 31, 2025, nearly a month after the cancellation request.This indicates a deliberate refusal to process cancellations, which is not only dishonest but borders on fraudulent business conduct. I did not authorize any services past March 3, nor was I informed of any advance notice requirements that would justify a continued charge.Desired Outcome:Immediate cancellation of my account (if not already processed)A full refund for the unauthorized March 31 charge Written confirmation that my account has been closed and that I will not be billed for any future services Internal investigation into this recurring cancellation issue and a commitment to revising their cancellation policies to prevent similar incidents for other customers If this matter is not resolved promptly, I am prepared to escalate this issue further, including taking legal action if necessary.Additional Comments:This experience was made worse by the company's unresponsive and ineffective customer **********************. I have since moved my business to another lawn care provider, ****, who has already made significant improvements to my lawn in just two weeksat a lower cost and with much better customer support.

  Business Response

  Date: 04/09/2025

  We have cancelled this customer's lawn account and waived the $85.00 balance.

  Regional Manager

  **** *******

  Customer Answer

  Date: 04/09/2025

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/04/2025

  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 have been trying to cancel my services with Massey for over 1 month. I spoke to a supervisor yesterday who said he would work on it right away. I asked to have an email sent to me to confirm the cancellation was complete. When I log in to the account online, the ******************** are still active. This is not an acceptable length of time to cancel service.

  Business Response

  Date: 04/07/2025

  We emailed Mrs. ******* on April 4, 2025, that her account was cancelled effective April 3, 2025.  She has a zero balance.

  **** *******

  Regional Manager

  Customer Answer

  Date: 04/07/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/28/2025

  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.

  For the last 4 weeks I have been reporting my lawn was turning yellow. My lawn is currently dead. Have to replaced 90% of my sod. Last Monday, March 24th I called again and spoke to a *****, service manager. Told me he was coming to see the damages, next day. Called him Wednesday, told me he was coming Thursday. To this day no response. Not answering my calls. It is costing $2,100 to replace almost my whole lawn. Massey services burned my lawn with their chemicals and they dont want to make themselves responsive. I water my lawn as per the law of the county. I want them to pay $2,100 is costing me. I took picture of all the damages

  Business Response

  Date: 04/04/2025

  Thank you for bringing your concerns to our attention. We take all service-related issues seriously and regret any frustration this situation has caused.
  Upon receiving your report, our team promptly scheduled an inspection. Our General Manager, ****, visited the property on April 1st to evaluate the condition of the lawn and irrigation system. **** performed a thorough inspection of the property. The irrigation system was observed running four times per week, suggesting a strong effort was made to aid the lawns recovery. The backyard was identified to have irrigation concerns that need to be addressed and will discuss with Mr. ******************** style="box-sizing: content-box;">
  As a next step, both our ***************** Manager and General Manager are scheduled to meet on-site on April 4th to conduct a joint evaluation. 
  
  We appreciate your patience and the opportunity to work toward resolution. Please dont hesitate to reach out if you have any further questions. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23130654
  
  I am rejecting this response because:
  After the first visit, from my call March 6, I called to follow up, after the person who answer the phone said the person who provided maintenance that day said to needs more water, to raise it up. I did that. 
  

  even ****, the general mananger told me in the follow up I had this week, the irrigation system was working properly. 
  

  I feel Massey is been dishonest. My neighbor next door, had the same issue. Reason she cancelled. 
  

  I wont accept an irrigation answer. Thats absolutely not true! 
  requesting the refund of the work done this weekend. $2,100

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

  Business Response

  Date: 04/21/2025

  To resolve the issue, we mutually agreed to split the cost of the replacement with the customer. We remain committed to standing by our work and striving to provide the best customer experience.