Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/15/2024
Type: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.
This company does not have a contract but they charge $600.00 a year for service, with monthly payments of $50.00.Since January 2024 I've only received one application (03/08/24) and a service call which is free (05/16/24). I respectfully requested a my service be cancelled 07/05/24 because I was not pleased with their service, my account was charged twice 07/01/24 and I asked for a full refund for the month of July along with payments made without any service, which totalled $300.00. My email has not been asnwered and I received a check for $100.00 with no further coorespondence,
Business Response
Date: 07/17/2024
****************** received three applications and the requested service call this year. Attached are copies of the after-service emails. The services were performed on the following dates: January 24, 2024; March 8, 2024; and May 16, 2024, during which the technician also completed the service call. The double charge in July was refunded to his card. Additionally, ****************** received a $100 refund check, covering his June and July payments.
To resolve this matter amicably, we will provide ****************** with an additional $100 refund for ***** and May. All services were delivered as agreed, and we have records of texts sent to ****************** prior to each service. Please let us know if this resolution is agreeable so we can process the additional $100 refund check. Thank you.Customer Answer
Date: 07/17/2024
Complaint: 21989666
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 07/17/2024
Our lawn care program is 6 applications per year spaced every other month. The annual cost of the program is broken into 12 monthly installments. ***************** received the first half of the year's service. His account was actually started last year with his first service on 2/22/2023. ****************** should be familiar with how our billing and service schedule works as he was a customer for over a year. We are not willing to refund any monies other than the additional $100 offered. Please see attached for the welcome email ***************** received when he first started service. Once ****************** agrees to the $100 additional refund, we will process the check. This will result in a total of $200 refunded and only $150 in payment for the $300 worth of service provided. We do not agree to any further compensation. In April of 2024, ****************** referred a neighbor to our service which confirms his satisfaction at that time.Customer Answer
Date: 07/17/2024
If you look at the documents I provided you will see I only recieved one application and 2 service calls since Jan 2024 and even the documents the company states that to be true. service calls are free and can you please ask the company to provide you with proof that they refunded the total amount that was overcharged to my account, because they only refunded $50.00. The documents I submitted are the records the company provided and there are no additional documents to discredit my claim. Yes I did like the company until their quality of service changed and they also lied to avoid paying me a referral fee by saying the never made contact with the person I referred. My documents reflect all services I recieved since Jan 2024 and their records verify it when you read the type of service rendered for each date.It isn't about the money, it's the principle that matters to me
Complaint: 21989666
I am rejecting this response because:
Sincerely,
***************************Business Response
Date: 07/30/2024
Please refer to the attached document which ****************** received on 9/27/2022, prior to hiring GrassRoots. This emailed document explains how our service works and that there are SIX applications per year which are billed over TWELVE monthly installments of $50 each month.
****************** received 3 regular treatments. TM1 (1/24/2024), TM2 (3/8/2024), and TM3 (5/16/2024) The total value of these services performed is $300.
****************** received 1 service call as well on 5/16/2024. ************ call was combined with the regular treatment on the same day as it was time for his next fertilization service.
****************** received a refund for $50 to his credit card for the double payment on July 1st, 2024.
****************** received a check for $100 refunding his June 1st and July 1st payment once he requested his service to be cancelled and notified us of his dissatisfaction.
GrassRoots holds the position that we will refund ****************** an additional $100 which will cover his April 1st and May 1st payments. This refund check will be processed and mailed this week.
Customer Answer
Date: 07/30/2024
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,
***************************Customer Answer
Date: 08/08/2024
I've agreed to the terms of the company's resolution, but I have not received the payment they agreed to and respectfully request an update. Thank you in advance
Sent from *************************** (***********************)
Business Response
Date: 08/08/2024
The refund check for an additional $100 was mailed at the first of the week and will most likely show up today or tomorrow.Customer Answer
Date: 08/08/2024
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,
***************************Initial Complaint
Date:04/15/2024
Type: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 of lawn care including weed and bug removal has not been conducted as advertised. There have been numerous assurances by management (both over the phone and in person) that in order to see the best results I need to keep paying the subscription and the lawn will get better. This service was either not conducted at all (multiple cancellations and dishonesty) or done poorly. The end result is that the lawn looks the exact same.Business Response
Date: 04/19/2024
Please reference the attached file for images from our body camera footage. Our technicians record every visit to a customer's home with our body worn cameras. The "first visit" screenshots show the condition the lawn was in when we started service. The "one year comparison" screenshots show the condition the lawn was in last May. The "most recent service" screenshots show the condition the lawn was in last month. March and April's payments were refunded as the customer complained the lawn looked the "exact same" as when service was started. From the screenshots you are able to compare the condition of the lawn over the past two years.Customer Answer
Date: 04/22/2024
Complaint: 21577812
I am rejecting this response because: the owner supplied photos from beginning of March before the grass came out of dormancy, not the grass once it and all the weeds came in which is what I supplied. Additionally, I cancelled my service in April and had NO service for the month. If the owner is attempting to rectify the situation by reimbursing me two months, then those two months would be February and March. The amount owed me is $105.10 and I have not received any of that amount yet. Please have the owner submit a proof of payment in that amount post 4/16 when I cancelled my account.Sincerely,
***********************Business Response
Date: 04/23/2024
Please see attachments for the refunds processed (to the card used) in March and April. We are unable to refund the card processed February 15th, 2024 as our system only allows refunds within the first 45 days from the day of processing. We have issued a check for the refund of February 2024 and attached a copy of the check for reference. This check will go out in tomorrow's mail. Thank you!Customer Answer
Date: 04/28/2024
Complaint: 21577812
I am rejecting this response because: I do not want seven days to conclude and auto-resolve this issue until 1) my March refund shows on my credit card and it has not, yet and 2) I actually receive the check in the mail.
Sincerely,
***********************Customer Answer
Date: 05/06/2024
I have not received the reimbursement for March nor have I received the check. I only have ***** which was not a reimbursement, that was because I didnt receive any service in that month.
This case shouldnt be closed until I receive the promised reimbursements (1 by check, 1 by digital refund).
Business Response
Date: 05/08/2024
*************** should have two refunds processed to his credit card during the Month of *****. Both were for $52.55 and processed on the 15th and 16th of *****. The refund processed on the 15th was for the charge on the 15th and therefore may not show on his statement as the charge was voided. Most likely there is not a charge for ***** on his credit card as the refund was performed the same day. **************** should have received the refund check #***** dated 4/23/2024 for $52.55 as that check was mailed **** on Wednesday, 4/24. As of today's date the check has not cleared our bank. Therefore, we have issued a stop payment on that check and will issue a replacement check today and send via certified mail with signature required.Customer Answer
Date: 05/08/2024
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,
***********************
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