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:09/21/2024

  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.

  Floridas Finest ********* requires a customer to pay for a one time yearly fee to spray the yard for chinch bugs. We are told you will never have chinch bugs with this yearly spray.***** the employee that comes to our home to spray every other month never noticed the large brown dead place in our yard .Each time we complained he said we had an irrigation problem. We do not ! Finally a manager came out to evaluate. He noted on a paper left on our door we have CHINCH BUGS! It has spread in our backyard. Because of the warranty he should take care of this with top soil & new grass that is dead from CHINCH BUGS! When I told **** this she hung up on me ! This needs to be addressed immediately! We have been customers for a decade This should not be the type of treatment to give a customer! Honor your guarantee !!!!

  

  Business Response

  Date: 10/01/2024

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

  I close my company in 2020.  This has nothing to do with me so please remove my name from.this complaint.  

  Customer Answer

  Date: 10/03/2024

  Floridas Finest Lawn&**************** address **************************************. Responded telling me They are not out of business as you have told me .Please resend my complaint to the name & address above . Thank you ! **** *********

  

  Business Response

  Date: 10/18/2024

  Good afternoon,

  Yes, *******'s Finest allows customers to purchase an ************* that is designed to treat and help prevent chinch bugs from attacking your grass.  This is a standard service that ***** percent of all lawn customers receive as part of their program.  With this service Florida's Finest does provide a warranty for the repair of damaged areas in the event Chinch bugs damage after the treatment is performed.  The exact warranty on the service agreement reads "Should chinch bugs or billbugs damage the lawn while under our care we will repair the damaged areas at no cost.  This is a limited guarantee.  If the lawn is recorded as being severely dry at any time during the year you will be notified of its condition and the sod replacement guarantee will be void for the rest of the season.  In todays regulatory environment proper irrigation maintenance is the foundation of a beautiful lawn".  Your lawn has been noted as dry (and very dry) by at least 3 separate employees this year on 7 different visits this year alone.  

  However, considering our long time relationship we have forgone the decision to invalidate your guarantee.  On 10/7/24 our manager ***** and your husband were in communication about the sod replacement.  The text conversation was along the lines of "Once we can verify that the chinch bugs are dead and gone then we will be able to start the prep work to repair the chinch affected areas.  Also, we ask that you be a tad patient with the storm that is approaching.  

  As you are aware, the hurricane did hit us and that was just last week.  It has had huge impacts on our operation and we are working diligently to get through those.  We were just able to reopen the business the Monday (10/14).  We had ***** out to the property on 10/15 and he then verified that the chinch was gone.  I ask that you please be patient and understand that WE WILL 100% stand behind our guarantee. 

  I (******) will contact the customer directly early next week to set up a meeting with them on their property.  

  While I understand the frustration you are going through dealing with a lawn that has areas dying it doesn't excuse yelling at office staff that have no control over this entire process.  I would never allow my employees to talk to a customer in such a manner and also expect our customers to show respect as well.  The only reason the phone was hung up was because you didn't stop yelling at the employee (who wasn't ****) when you were politely asked.  I have given all my employees the ability to end a conversation if they are being verbally abused as this is unacceptable.   This was not the only day the office received a call with this type of language.  Again, I understand your frustration, but in the 12 years of you being a customer we've never had to have the ******************** get involved to resolve any issue you experienced in the past.  We've always done what we said.  This case was opened after we told you we would take care of it.  Please allow us to do this.  

  If we can not find a way to peacefully work together until we can fully resolve your issue with the lawn, we may reverse the decision to repair these areas as your property has violated the terms of the warranty.  We are currently looking past this and fully expect we will be able to resolve your issue soon.  

  Thank you,

  ******

  Customer Answer

  Date: 10/22/2024

   
  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,
  
  **** *********