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:03/02/2023

  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.

  I hired Think Green Lawn Service on yearly basis for greener and healthier yard which is 100% weed free as promised by them. After their poor and efficient service, they have destroyed the yard with visible bald areas where grass does not grow and weeds are still a huge problem. There were no bald areas earlier. No one bothered to come and look at the problem. I sent them photos of weed problem and bald areas to which their stock reply blames customer, weather, soil condition, builder, water runoff, fence siding and many more excuses. Here are the experts who know how to drop excuses thing the customer is gullible. They need to realize that hard earned money has been paid to them for services. On phone, they laugh at customer ********************* that he will not be an able to do anything.

  

  Business Response

  Date: 03/02/2023

  Mr.*******, this email will be copied to serve as my formal response to your better business bureau complaint as well. Based on you continued threats of legal action it will also be my final response or communication in regards to these matters.The only consensus Ill be willing to make is offering to come meet you on the lawn and review the entire lawn in whole. These photos are of up close very small portions of the lawn and do not represent the overall condition. I have reviewed the photos you have sent and I agree with ***** assessment of those photos. The areas along the fence line are clearly thinning due to shade and  potentially some moisture issues. The grass along the fence has thinned out and **** and algae have begun to grow. There isnt anything chemically that can be done to help. Weeds will take hold in those same areas because the turf has become thin and the pre-emergent applications breakdown much faster when the turf isnt thick. The other thin areas appear to be drainage related as well as there is some clear shade issues  by what appears to be your deck possibly but once again since these photos are taken so close up, its hard to get a clear picture of the entire situation. ******* grass requires full sun. It will not grow and thin out overtime when its not getting full sun. Thinning around the deck post is impossible to correct as well. The turf is stressed due to the shade from deck as well under that soil is most likely concrete where the post were buried.**** wont grow over concrete. Nowhere in any of literature or website will you find anything states we guarantee 100% weed free lawns. In fact, the exact statement **** made in his email chain below which I have highlighted for your review was Our goal is 100% weed free lawns but that is impossible to guarantee and achieve. It appears you edited that in your email below and complaint filed online. We do not, nor have we ever guaranteed that because its impossible. **** did offer to do a service call at no charge for the weeds growing but also wanted to explain why the turf is thinning and why weeds in those areas will be ongoing issue. We can not do anything to correct those issue, nor did we cause them. We cannot, nor will take corrective action concerning the bald spots. As **** explained those are environmental issues which cannot control and would have to addressed through other landscaping options in those areas. We will not be issuing a refund as requested unless you would like to visit the property and determine if the overall lawn is in the same poor condition and I decide that we failed in that regard. We certainly will not be compensating you for the issue as they are out of our control and no damage was caused by our services. Your account has been closed with no balance due. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19524111
  
  I am rejecting this response because:
  

  1. The reply is a stock reply. They have admitted that they did not visit my lawn and despite that have tendered excuses for bald areas. There were no bald areas since 2019 when we moved in the new house. After their service for one year, for which they charged heavily, and each time amount was paid in time, the lawn is in bad shape with so many bald areas.

  2. They committed to me in their email as well as over phone that they guarantee 100% weed free lawn and if does not happen, they would come back and treat the lawn again. They have not done it so far. On the contrary, they are trying to escape their responsibility from their own commitment. It calls for serious action against such a company which makes false promises. They have not spoken to me to take appointment for technician to visit for cleaning the weeds, as committed and promised. 

  3.On the one hand, it is mentioned in their reply that on the basis of these photos, it is difficult to conclude and on the other hand, they are concluding, making excuses and giving non-existent reasons. They have not even visited and they are talking about shaded areas. My back yard is south west facing and gets Sun for better part of the day. The deck does not provide any shade below and the area is fully exposed to sun. The same is also true for fence. The time of taking photo is important and they are relying on it. Without even visiting, they know this. Are they astrologers? 

  4. The deficiency on their part is glaring and they cannot escape or shun their responsibility. The arrogance is reflected in their phone call as well as tone and tenor of their email. Caught on wrong foot, they are running away from their responsibility towards customer. 

  5. The company cannot handle customers' complaints. This shows their incompetence in handling customers and providing inefficient services.

  The concerns have not been resolved so far - cleaning up weeds by doing free service and restoring bald areas.

  Unless resolved to my satisfaction, please keep this complaint open.

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

  

  Business Response

  Date: 03/03/2023

  See below email communication separate from the complaint issued above. My response is below ********************** email to me. Once we have reviewed the lawn on Tuesday per his request. Ill update with our final response and close the case. 

  ***************,
  
  Your email response is a s tock reply which I expected. 
  
  Here is the full 3 sentences of ***** email - Our goal is 100% weed free lawns but that is impossible to guarantee and achieve.This the main reason for the free service calls. We expect to see some weeds here and there and dont mind coming back to clean them up.
  If we read it in full, this means your target is 100% and you can come back and clean them up. I expect that to be done for my yard. The promised re-treatment has to be done. You may send the technician with prior appointment.
  
  While I deny your reply in its entirety and you have failed to respond to my basic question, how can you start assuming without even visiting the lawn. It is natural for you to support your colleague and deny genuine request of a customer. Going legal is my right and you cannot stop it. It is not a threat,it is an assertion of my right. 
  
  You could ave offered to visit at the first instance and whole problem should not have been there. When I spoke to ****, at the drop of the hat, he started making excuses, which you have also reiterated. I raised the same issue as to why you guys are not willing to come and look for yourself.
  
  I look forward to meeting you at my place on Tuesday, March 7th, 2023 after 11 am anytime. I want you to look at it physically though I know the answer well in advance. 
  
  The complaint with BBB is not closed yet as issue has not been resolved by you. I have responded to it and will continue to pursue it till it is resolved to my satisfaction.
  
  Hoping that you will see reason and take corrective action.
  
  Best regards
  
  ***************************
  *****************, I will be happy to meet you on Tuesdays and review the lawn together. You are correct in your statement that you have every right to take whatever legal action you see fit. Your claims are unfounded and I have no concerns that we are at fault in regards to the areas thinning based on the photos provided. But,as I started before, will review on site Tuesday and can discuss further at that time. I will not be sending a technician back out to service your property. We can discuss a resolution for the weeds present once I have visited the property on Tuesday. Just as it is your right to threaten legal action, it is our right and strict policy to once that assertion has been made, that we stop all services on the property and will no longer provide service. Please confirm you still intend on meeting at your home to review the lawn on Tuesday 3/7 after 11 AM and I will personally meet you then. Your emails stated any time after 11AM. If you can confirm, I will arrive between 11 and 11:30 AM to review the issues.
  Regards,
  ******************;

• Initial Complaint

  Date:03/01/2023

  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.

  I called your ********* office to discuss the condition of our lawn and requested a representative to come see our concerns. My request was not met. However a representative requested that I send pictures of our yard which was done. A Think Green representative attempted to tell me that our turf is ******* and its dormant over the cooler months. Which I indicated that I manage commercial landscaping and am aware of the tendencies of ******* turf. A prompt telephone call was received after the pictures were sent which was appreciated, however it was an insult! The representative stated that we have an erosion problem-of course we do since all of our turf has died and washed away causing the erosion after the last chemical application! We had no erosion until the turf died. Additionally stating that our dog had something to do with the condition of our yard was beyond belief. Our turf was lush and in great condition (we have pictures of years past) until after your last chemical application. Our surrounding neighbors have no issues with their *******. Its even more disturbing when I was told that the turf would return. Our backyard is (mud) in terrible condition and what do we receive in return? A proposal to come treat our yard this season? Were an unhappy customer and proposing another season is ludicrous. Your customer ********************** addressing our concerns is very disappointing.

  

  Business Response

  Date: 03/03/2023

  ***************,
  I became of your issues and concerns yesterday and I have had an opportunity to review the photos you provided. Please feel free to reach out to me directly to discuss your concerns and were happy to schedule a site visit and review the issues and compare the results in the front lawn to the back lawn as well.
  Regards,******************* ************