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:09/27/2022

  Type:Billing 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.

  Massey Pest Control has charged me for services and draft the payment directly from my credit card. I cancelled a service on August 17 and they continue to charge me for the service.
  I have called numerous times to get a refund, but there isn't a billing department that can help me or someone responsible. The local manager tells me that the cancellation has been sent, but after over a month wait, neither the cancelation nor the refund have been process.
  I read some reviews that other people with the same problems have been sent to collection.
  Massey is billing me for something that I already pay. They are very fast to process my credit card and I don't understand why they are billing me again. Evidently what they charge in my credit card is not in sync with their billing. Something is not right in that process. The invoice shows that I only paid $171.46, and my credit card shows that I paid to them a total of $416.75. Where is the rest of my money?
  I need help because after a month of trying to get a refund no one gives me a solution. Everyone I talk with doesn't have the power to do anything.
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/05) */
  The General Manager spoke and met with Mrs.********** last week and resolved the amount to be refunded. The refund was sent for processing on October 4, 2022. Her termite coverage was cancelled as requested on September 6, 2022. It appears Ms.********** sent the BBB compliant just prior to speaking with the GM. She never mentioned that she did that. It has been resolved to her satisfaction and she is still a pest customer.
  
  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.
  
  Greg K******
  Regional Manager

• Initial Complaint

  Date:09/27/2022

  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 used Massey Services for a single pest control application. Ever since then, they have been trying to bill me for monthly services, which I did not request.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */
  We received a message from We Care dated 9/27/22. Mr. ****** expressed concern for a bill for his expanded pest service. The Service Manager spoke to Mr. ****** on 9/28. Mr. ****** explained he was approached by a third-party sales rep while moving into his new home who sold him a pest service. He believed that it was a one-time pest service and not a quarterly service. The Service Manager attempted to resell the value of having a quarterly service, but the customer declined and asked that his account be canceled and not to be charged for the expanded service.
  
  Mr. ******'s account was cancelled on 9/28 and the balance removed. This should satisfy the customers desired outcome as noted on the BBB complaint.

• Initial Complaint

  Date:09/23/2022

  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 requested an ant treatment service. I paid $150.00 for the service. Following the service, I still had ants. My house was treated again. After, I received a bill for $90.00. I assumed the bill was for the second ant treatment service. I called Massey remove the $90.00 charge. I was advised that the bill was actually for a quarterly inspection for ants. I advised I did not want that service. I was advised that I signed up for it. Weeks later, I received a call from a Massey. I explained the situation and advised that I did not want to pay $90.00 or have quarterly inspections for ants and that I was unaware that I signed up for that. The Massey representative advised that he was going to call me back. I received another call from a Massey supervisor (unknown name) who advised that I signed a contract and that I have to pay the $90.00. The supervisor then stated that he knew that times were tough and that he could change it to $70.00 a quarter if I would keep the service. I advised him that I never wanted the service and that there was not actually any work done and asked for the charge to be removed. The supervisor stated that I had to pay it because I signed a contract. I advised the supervisor that he just tried to negotiate the terms of the "contract" and change it to $70.00 over the phone and if it was that easy then he could simply remove the $90.00 charge and cancel the quarterly service that I unknowingly signed up for. The supervisor then stated then stated that it was actually an "agreement" not a contract. I asked the supervisor if it is an agreement or a contract. The supervisor then made a snide remark about how he could collect my $90.00 payment now over the phone and that if I did not pay it I would be sent to collections. I simply want the service canceled and the $90.00 charge removed from my account since there was no actual work completed and it was an honest mistake signing up for the quarterly service in the first place.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/05) */
  We contacted Ms. ******** and explained our agreements. She indicated that she didn't realize she was agreeing to an on going service and not a one-time treatment. We have agreed to remove the charge and her account has a zero balance.

• Initial Complaint

  Date:09/19/2022

  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.

  Contracted Massy Services on 8/03/2022 to reconnect irrigation system, add heads and replace sod damaged by pool construction. A $1641.50 deposit was paid as well as an additional $300 for extra irrigation heads. Work commenced some ten days later. We were out of town at the time. They assured me we didn't need to be home. An entire zone was not connected for drip around walkway shrubs, two heads were never installed and two leaks developed from pipe improperly glued. Sod has never been installed six weeks later. I have since fired them from the job after repeated excuses why they couldn't get sod. There are several sod distributors near us and they all have sod. The irrigation zones were combined and not attached by using 1" pipe instead of 1/2" or 3/4". The glue didn't bond the pipe together, which caused leaks and broken connections as pictures show. The glue came loose from inside to pipe and lodging in irrigation head screens which rendering them inadequate.We have hired another company, ATZ Irrigation to put our system back in working order for an additional cost of $1,915, which included new piping, nozzles, many fittings as well as approximately six hours labor for two technicians.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 11, 2022/10/05) */
  Frank O**** spoke with Mr. ***** and reviewed services completed along with amounts paid. We will be crediting $300 back to his account for renovation charge along with the last lawn service completed in July. The amount of refund to the customer will be $580.00. Mr. ***** agreed to the refund amount and thanked Frank for the follow-up.
  
  
  Consumer Response /* (3000, 13, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There was also to be a credit of $55 for the last lawn service
  added to the $580 for a total of $615. The was per our phone conversation 5he morning of 10/06/2022.
  
  
  Business Response /* (4000, 15, 2022/10/07) */
  Frank O**** has adjusted the refund to the amount of $635.00.
  
  
  Consumer Response /* (2000, 17, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  This is the agreed upon amount per our phone conversation.

• Initial Complaint

  Date:09/10/2022

  Type:Billing 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.

  On 4/29/2022 a member of Massey Services came to my address to complete a lawn treatment. I met him in my driveway before he began and told him that we had discontinued our services w/ Massey. I told him that we had called their business line and cancelled all future services due to not seeing any discernable results in our lawn care. He apologized for the mixup and left without treating our lawn (I have video of this encounter on my Ring camera. Approximately a week later I received a bill in the mail for $117 for the lawn treatment that was never performed on 4/29/22.
  My wife and I called their business line no less than 3 times to tell them that they were billing us for services that had not occured. Each time we were assured it was a clerical error and it would be corrected. It was not corrected. It is now 4+ months later and we still receive an invoice for the service that was never done every month. Billing for services not completed is fraud.
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/23) */
  After a review of the account it was determined that the refund that was promised didn't happen. That paperwork has now been completed and our Accounting Department is finalizing the refund. With that, the balance on the account will also be credited. A letter is being drafted per customer request.

• Initial Complaint

  Date:08/17/2022

  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.

  End of may I wrote a checK for 175.00 to Massey for replace a valve for my sprinkling system. I was told later all valves would have to be replaced at a much higher price that I could afford. I asked for my money back several times to no avail. I now find I will have to wait another 4 to6 weeks at corporate. I think this is outrageous.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 8, 2022/09/06) */
  Frank O**** spoke with Mrs. ***** and apologized that we were unable to repair her irrigation valve and for the time it took for her to receive her refund. He confirmed that she did receive her refund of $175.00. As an additional show of good faith, he offered to cap off two irrigation heads no longer needed at this property. Mrs. ***** accepted his offer and was very thankful for the follow-up.
  
  
  Consumer Response /* (2000, 10, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Got tHe check last week and a phone call this week And a free irrigation repair

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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.

  A contract for landscape services was signed on 5/14/2016. A guarantee was provided in writing that the lawn and shrub would be taken care of, if not satisfied it will be remedied, and if continued dissatisfaction occurred then the last payment would be refunded.
  
  Last summer I began to have bushes die and the yard die. I made multiple complaints to the office about having multiple retreatments. I had three bushes replaced out front by Massey under the guarantee. My lawn continued to die, my bushes continued to die, and the new bushes continued to die. Massey sent out an irrigation expert to check my irrigation and no problems were found. I continued to make complaints with no resolution.
  
  I canceled my services with Massey in December of last year due to the lack of satisfaction and not holding to the guarantee given. I was told there was a $100 balance due in late December. I contacted the local office who advised that the amount due would be canceled. I was contacted in January and informed there was a $100 amount due and I subsequently spoke to the manager who advised that they would cancel that amount due to my issues. I was again contacted in February about an amount due and this time I spoke with the District Manager who advised he would take care of this problem and have the $100 stricken from my account.
  
  According to Massey's Website, I owe nothing. The amount for the December services was stricken and currently shows nothing owed. This issue was resolved until today when I received a notice in the mail regarding a threat of collections from Massey services regarding $100 owed. I am neither happy with nor satisfied with their services, including the threat of collections after they are not honoring their own written guarantee and attempting to strong-arm by means of threat to obtain an amount that has already been removed from my account.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 10, 2022/09/06) */
  Frank O**** spoke with ************ on 9/6/22 and apologized for the miscommunication and issues he was experiencing with his lawn. Frank informed Mr. ****** that we would not pursue the $100.00 balance on his account and sent him an email to confirm.
  
  
  Consumer Response /* (2000, 12, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I spoke with Mr. O**** and resolved the issue regarding my account.

• Initial Complaint

  Date:08/07/2022

  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.

  The service was not provided to nearly a satisfactory level. I video taped all of it. I have 2 outside security cameras. I will take this to court if they don't resolve this NOW. Period. First I cancelled this service when the tech was here and they just kept coming and billing me. I explained I was shocked they only spent 3 - 5 minutes doing fertilizer. The tech grabbed a handful, yes one handful of granules out of like a Tupper ware bucket and thru it on the lawn, than got back in the truck and drove off. What a rip off. I stopped him and canceled the service. That was it. 70 dollars for less than 5 mins work. They just kept coming and billing me. My grass has brown patches all over it. This is a scam. The public should watch what they do when they come to your home. Than they have the guts to send this to collection. 177 dollars. WOW. I want a refund for the last 3 treatments and an apology not to mention I am disputing this with the credit bureau and cancel the 177 dollars.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/11) */
  On August 10th, 2022 Frank Oliva communicated with Mr.***** to inform him all charges have been removed from his account and that no further collection activities will take place.
  
  
  Consumer Response /* (2000, 7, 2022/08/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They responded quickly and resolved the matter.

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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 hired Massey Landscape Services, but apparently the employee that was suppose to come out and do the work was on vacation on the date scheduled, causing me to wait all afternoon of time taken off from work for someone not to show. When I called and was given this information, I was hung up on when I complained. I want my money back that I paid for services not done, and time paid for time loss waiting for nobody, at $40.00 an hour times five.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/04) */
  We have left multiple messages for Mr.********* since service last week with no return call. Customer was scheduled for his initial service on 7/26 and called around 3:00 that afternoon inquiring where technician was. CSS told Mr.********* the technician was out sick, not knowing the GM was covering the route that day and had Mr.********* on his schedule. This sent Mr.********* into a rage. He was extremely belligerent and vulgar to the point of leaving the CSS in tears. OM tried to intercede but when Mr.********* would not calm down or stop screaming they disconnected the call. GM was notified and immediately called Mr.********* with no answer. Not hearing back from Mr.*********, GM did not go to property. He left another message that he would be out on Wednesday the 27th. GM did service and customer was not home. After receiving all of this information and the lack of response from Mr.********* trying to resolve the issue, Regional Manager instructed office refund all of customer's payment and cancel the account. RM will going by Mr.*********'s home today(8/4) for a final attempt to speak with him.
  
  
  Consumer Response /* (3000, 7, 2022/08/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Now I'm just more peeved, as the respondent is lying; sorry, but there are phone records that prove you're lying. I was not called, only once by the sales person after I called him, after I was hung up on when I called the office, and my phone records show that also.
  I received one message from the sales rep, verifying that the person was not sick and what was stated to me on phone, but was on vacation; you want an audio copy of it, I will give it to you. The message also stated that someone would stop by the following day, which is against what I asked, as I wanted to be there, and that there would be documents left at my door, but there were non. My contract shows I wanted weed and fertilizer control, which non was applied according to the stick that was put in lawn in front.
  I was willing to let bygones be bygones, and start over, as I want WORK DONE, but your response verifies your incompetence.
  You should have just apologized for the over half dozen mishaps on your end, but apparently you are doing so well you feel you can treat customers badly, and we will beg for you to come back; sorry, but the work you do can be handled by anybody, it's just that we are willing to pay to have it done to give us more time with our families.
  
  
  Business Response /* (4000, 9, 2022/08/15) */
  We have tried multiple times to contact Mr.*********, but he has not communicated with us. His initial service was completed on 7/27. The charge for that service ($72.00) has been refunded to Mr.********* and his account was closed.

• Initial Complaint

  Date:07/26/2022

  Type:Billing 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.

  Had had Masey for some time providing service at my home. Called several months ago to cancel service. (Have contacted Massey several times requesting cancellation) They've continued to come to my home and treat my lawn and shrubs after I've had someone else providing services ultimately doubling the chemicals put on my lawn. I've even had them blocked from Amex for continually charging for service. It's gotten to harassment at this point contacting me almost daily and now visiting my home asking me to provide payment, even telling me the account will go to collections if not paid. It's absolutely out of control and need it to stop.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Regional Manager Jeff T***** spoke with Mr. ********* and let him know that he has a $0.00 balance with Massey Services and his account has been cancelled.