Complaints

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

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  Turf Masters Lawn Care, Inc.

  439 Gunnin Rd Woodstock, GA 30188-4232

  
• 

  Turf Masters Lawn Care, Inc.

  PO Box 1295 Roswell, GA 30077-1295

  
• 

  Turf Masters Lawn Care, Inc.

  30 Mansell Ct Ste 200 Roswell, GA 30076-4858

  

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:07/12/2025

  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.

   
  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,
  
  ****** ********

  

  Business Response

  Date: 07/14/2025

  Mrs ******** I have refunded your Mastercard the previous charge.  

   

• Initial Complaint

  Date:06/28/2025

  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.

   
  Complaint: 23532647
  
  I am rejecting this response because:

  Kennesaw did not experience that cold of a winter and any cold days would have occurred during winter dormancy of grass. the "winter storm" occurred from the *************** and south. We had no snow or ice in ******** this year.

  Preemergent was applied at least twice to this relatively new sod area that was perfectly healthy going into winter dormancy. I continue to believe somehow too much chemical was applied or the wrong thing was applied. 

  Zoysia grass was specifically chosen for my yard by ****** nursery landscape, based on the shade/ sun mixture.

  I appreciate the visit from the area manager but expect a better resolution.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/30/2025

  On June 13th at 7:12 PM we received a text from Mrs. ***** requesting to close my account please.  Monday the 16th through18th we made multiple attempts to reach out to her to see what was going on and why she wanted to cancel the services.  Finally on the 18th she sent our ***************** Specialist an email that had 2 pictures of a before and after of the area she is talking about.  In the email she states that I am possibly wrong but I feel pre emergent application killed this patch of sod. There is some little places around the edge that has sprigs growing. 
  Until this morning, I had not previously encountered this issue. I requested that my team gather all relevant information and determine the necessary actions to address this situation. This morning, my branch manager visited the property and met with Mrs. ****** He informed her that the small area, less than 150 square feet of zoysia grass has completely disappeared.
  The area receives sunlight only from 12:30 p.m. to 4:30 p.m. and from 5:00 p.m. onwards, as we had previously discussed the amount of shade. There is one area that occasionally holds water. I explained that I did not believe the grass was sprayed, as it would have affected the entire yard rather than just this small area in the back. I informed her that if any substance was applied, it would not have caused the small runners to begin growing grass. I also suggested that winter injury could have occurred, as the cold temperatures in January and February could have caused root issues. However, she indicated that the grass appeared healthy as it entered dormancy this season.
  
  We do not attribute the sections demise to our applications, as the same application would have resulted in the complete eradication of grass, not just in a specific section.

  

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to review the previous message. Given your previous statements regarding another lawn care company accusing us of damaging the turf and preventing us from examining and resolving the issue jointly, this process has become exceedingly challenging.

   

  As with all living organisms, the grass will eventually cease to thrive. Did you happen to have any third party, other than a competitor seeking your business, conduct an examination or collect grass samples to ascertain the actual cause of the damage?

   

  In 2024, we experienced one of the hottest years with minimal to no rainfall as we approached the fall, causing the turf to go dormant. From July through September, we had 28 days with temperatures exceeding 90 degrees Fahrenheit. In October, we received only 0.3 inches of precipitation, further stressing the turf, which was already under strain from the temperatures and drought.

   

  When the cold snap arrived in January, and particularly in February after a brief warm-up that brought multiple days above 70 degrees in the first half of February, it could have initiated the process of breaking the zoysia out of dormancy and mistaking it for spring. However, two weeks later, on February 21, 2025, the temperature dropped to a low of 18 degrees Fahrenheit. This could have contributed to winter damage and the reappearance of stalons.

   

  If a chemical application had been responsible for the damage, the area would remain dead, devoid of any growth. Additionally, all other areas we sprayed, including your front yard, would also be affected.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23532647
  
  I am rejecting this response because:

  As a company I can appreciate your desire to not loose even a dime and since I left your company I understand you also have no incentive to rectify this situation. So much for "the nice guys".

  Earlier in the season I had discussed this patch of zoysia with your grass tech who as I stated before said zoysia just takes a long time to green up and poke holes in the ground. He was going to put more pre emergent on the zoysia area that day and I asked him to not do that. He did not offer any suggestions how to diagnose what would be wrong or how to fix. 

  The competitor company was not seeking my business- I chose them without them knowing anything about this issue with my zoysia. They did not and  do not even know who was treating my yard.  I simply asked when they came what they thought about the area to which they said the sod is dead. I asked if pre-emergent  or other chemical application could have resulted in this situation.

  No  testing or evaluation of the dirt/sod has been completed by anyone including any outside agency. And there is no grass to send for testing. 

  While as mentioned we did have drought in summer 2024, I showed and explained to the area manager I water all of my backyard because I spent $25,000.00 on landscape in October of 2023-duh I would not allow it to die from *************. Seriously I have a watering system and used sprinklers, my water bill would support this. The zoysia was green all summer and good going into dormancy. Further 90 degrees is very a common Georgia temperature as you know, as is ******* without much rain and ******* with too much rain. Pikes landscape design picked the zoysia  specifically for this area for its ability to survive in these conditions.

  As for the cold temperature for one date in February I find it interesting that not one **** or plant died from this cold temperature issue. As  a  ******* native and home owner for more than 40 years what I have typically seen with this kind of issue of cold snap(cold enough to cause plant or grass injury) -lasts more than one day, is after many days of warmer temps with emerging buds on plants  and results in bushes such as hydrangeas dying off to the ground. Never ever had grass die from a cold snap - not even in new houses with new sod. Again nothing else in my yard died except this area of sod.

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

  

  Business Response

  Date: 07/15/2025

  In response to the complaint, I have already provided my explanation, but the complainant disagrees with my statements. It is important to note that accusations without any factual evidence are merely the opinion of an individual. I should clarify that I am not an insurance company, and we do not guarantee the longevity of life. 

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23532647
  
  I am rejecting this response because:

  As a company that professes to manage lawns, providing green lawns etc, this company has not offered as plausible explanation for why only this area of sod died.
  As stated by the company - statements
  without any factual evidence are merely the opinion of an individual. 
  Sincerely 
  ***** *****

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising 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.

  Turfmasters was one of the service providers at this address prior to my wife and I purchasing the home in September of 2024. The previous homeowners neglected to cancel the service with turfmasters. They continued to treat the lawn and were charging the credit card on file (previous homeowner credit card). When the previous homeowner realized they were still being charged, they canceled the credit card in question. Although the credit card was then cancelled, turfmasters treated the property twice more without our knowledge or more importantly, our approval. I contacted turfmasters when I noticed one of their signs in the yard. It was only then I was informed I already had a balance with them for services performed, even though I had never spoken to them prior about treating this property. No contract is or ever was approved by either my wife or myself. I was told on the phone I owed for two services I never approved nor even inquired about. That makes the whole transaction fraudulent. After contacting them and asked to pay for services never agreed upon, they now began calling and texting my phone constantly about payment for something I never asked for in the first place. The bill has now made its way to collections for $115. I have no intention of paying for something I never asked for and will not be bullied into paying for it. I have the right mind to possibly take turfmasters to task for criminal trespassing as they had no right to come on my property in the first place let alone treat my lawn without my prior express permission. This entire experience has been a nuisance and will now be a collection nuisance as well.

  

  Business Response

  Date: 06/02/2025

  Mr. Miccichie reviewing your account you reached out to **** and had him start the service in December of 2024.  We proceeded to do the first service on December 19, 2024 and then we did the service in February 3, 2025.  During this time we emailed you the invoices each day and then sent reminder emails as you did not make any payments 9 emails in total.  After the emails we reached out via telephone and left multiple messages also 9 calls.  Then on February 10, 2025 you reached out to us stating that you never agreed to the service, but you knowingly allowed us to treat your lawn two times.  ************* team agreed to write off one of the two balances bringing your balance from $230 to the current balance of $115.  

  With the balance exceeding 90 days it was sent to our collection agency and according to laws we no longer can make attempts to collect on this and that would include writing off a balance that is currently at a collection agency.  You can reach out to them directly and dispute the validity of the balance with them.  You have gotten the letter from APR so to ensure that I am not violating  any laws please reach out to them directly ************

   

   

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

   
  Complaint: 23084731
  
  I am rejecting this response as unacceptable 

  
  Throughout the summer of 2024, I remained in contact with TurfMasters multiple times regarding the condition of my yard. While I acknowledge that the mowing height was initially mentioned as a concern, I adjusted it accordingly based on recommendations. At different points, I was advised that my lawn was both too short and too long, and I made adjustments each time to align with best practices.
  Despite these changes, my lawn did not show improvement. While I understand their assertion that the hot and dry summer contributed to the poor condition, my neighborwho use the same lawn care service(mowing), and has the same mowing height, and frequencydid not experience the same decline. Their Bermuda lawns remained lush and healthy, even without additional watering. Similarly, my backyard, which is also Bermuda but not serviced by Turf Master, remains green and healthy when not dormant.

  
  Following the May 2024 treatment, my lawn began turning brown and continued to struggle despite multiple treatments between July and December. I continued paying for services with the expectation of improvement, yet the condition of my lawn remained poor into the fall and winter.  I have received inconsistent guidance from Turfmasters regarding the cause and resolution of the issue.
  When I inquired about a clear plan for improvement and a guarantee of results in February, I was instead informed that my account had a past-due balance and was canceled. This is concerning, as I did not receive any invoices via mail or email prior to February 2025. The timing of this notice, following my request for accountability and a solution, raises concerns about the level of customer service and professionalism.The route manager event stated to me "there is something wrong with the yard and this is unacceptable" 

  
  At this time, I am requesting:
  

  A detailed and clear plan outlining how my lawn can be restored, including specific treatments and a timeline.
  A guarantee of measurable results.
  Clarification regarding the invoicing process, including why I was not notified of any past-due balance prior to February, when I started holding them accountable. 
  
  
  
  *** CONTACT US ***
  
  Nature of the Request : Other
  Comments : I have been a customer for nearly 5 years. My lawn is brown. I need someone to come out and look at my lawn when I meet with them on site. ***** spots all over. If this isn't resolved I will be finding another provider for this.
  
  The company has failed to share that I was also told that the grass was too long at one point. My lawn service (mowers) is the same as my neighbor, on the same schedule and on the same length. His lawn is thriving. My back yard is not treated by Turf Masters. It has the same mowing schedule and length and is thriving. 

  
  Despite additional applications on the yard in July and September the lawn remained brown and thin. This winter there is little grass in place. The company has failed to provide solutions despite numerous request. Regarding the invoice, I have never received an invoice or call about a past due invoice until I started asking for them to correct the problem. This is retailitory. 
  
  
  The first three pictures Mr. **** provided showed mowing lines where over 1/3 of the growth was removed. The trees had grown and created a thicker canopy, causing shade to the ******* lawn in some areas. Mowing off more than 1/3 of growth causes the turf to turn brown, which is why the recommended mowing height is at least once a week between 1 - 1.5 inches. Bermuda prefers direct unfiltered sunlight and at least 6+ hours of direct sunlight for optimal conditions.
  
  
  The fourth photo taken by our manager showed no burned spots in the lawn, indicating that the discoloration was caused by cultural practices.
  Mr. **** emailed us on June 25, 2024, requesting we stop our services. We complied. No lawn care has been done since May. On July 2, 2024, he contacted us again, surprised that his account was canceled despite his request. He asked to inspect the lawn, which still looked poor. Before the turf went dormant, we applied two more Bermuda applications. On July 30, we applied granular fertilizer, which helped the Bermuda grow. On September 5, we applied an liquid fertilizer and weed control. 
  
  
  In February 2025, Mr. **** contacted us again from our website, stating he was evaluating continuing services. The Bermuda lawn is dormant, with no visible color or growth. Our Field Manager said they would apply lime to improve the soil pH, which helps the turf absorb nutrients. However, the account is on hold due to the balance, so the service cannot be scheduled.
  
  
  We advised Mr. **** on lawn care practices that caused the discoloration and the stress from the hot and dry summer of 2024. 
  
  

  had someone come out and put lime on it. he said it would green up and fill in. This was 3 weeks ago. It still hasn't filled in. I had another conversation with a manager that said my account was not active and would check into it...I haven't heard back despite contacting him. I honestly just want someone to call me back and have a plan to restore my yard. I have paid over 1500 for services and I shouldn't have to pay again to get grass in my yard

  

  Business Response

  Date: 03/19/2025

  On May 13, 2024, we applied fertilizer, post-emergent weed controls, and liquid fertilizer to the Bermuda front yard. On June 1, 2024, Mr. **** contacted us through our website.
  
  
  *** CONTACT US ***
  
  Nature of the Request : Other
  Comments : I have been a customer for nearly 5 years. My lawn is brown. I need someone to come out and look at my lawn when I meet with them on site. ***** spots all over. If this isn't resolved I will be finding another provider for this.
  
  
  
  
  The first three pictures Mr. **** provided showed mowing lines where over 1/3 of the growth was removed. The trees had grown and created a thicker canopy, causing shade to the ******* lawn in some areas. Mowing off more than 1/3 of growth causes the turf to turn brown, which is why the recommended mowing height is at least once a week between 1 - 1.5 inches. Bermuda prefers direct unfiltered sunlight and at least 6+ hours of direct sunlight for optimal conditions.
  
  
  The fourth photo taken by our manager showed no burned spots in the lawn, indicating that the discoloration was caused by cultural practices.
  Mr. **** emailed us on June 25, 2024, requesting we stop our services. We complied. No lawn care has been done since May. On July 2, 2024, he contacted us again, surprised that his account was canceled despite his request. He asked to inspect the lawn, which still looked poor. Before the turf went dormant, we applied two more Bermuda applications. On July 30, we applied granular fertilizer, which helped the Bermuda grow. On September 5, we applied an liquid fertilizer and weed control. 
  
  
  In February 2025, Mr. **** contacted us again from our website, stating he was evaluating continuing services. The Bermuda lawn is dormant, with no visible color or growth. Our Field Manager said they would apply lime to improve the soil pH, which helps the turf absorb nutrients. However, the account is on hold due to the balance, so the service cannot be scheduled.
  
  
  We advised Mr. **** on lawn care practices that caused the discoloration and the stress from the hot and dry summer of 2024.  
  

  

  Business Response

  Date: 03/19/2025

  Sir I understand that you are not happy however I am unable to control what mother nature does.  Your account is currently in a collection agency as you diid not pay a balance that has exceeded 120 days.  

  I am happy to offer you the following advice on how to maintain your Bermuda lawn:

  1) Scalp the lawn then keep the lawn mowed, ideally every 4th day, at 1 to 15 inches and never take off more than one-third of total growth.  Scalping is done the first cut of the year and once you are confident no more frosts will occur.  If scalped too early and a frost occurs freeze damage can occur to the new grass blades but they will grow out.

  2) Make sure that the lawn gets at least 1" of water a week either through rain or sprinkler system and put the inch all down at onetime so that it can penetrate the **** based soil and not run off.  During the hottest times of the summer if you want the lawn to look the best it can you will need to water 1" every 4 days however to just keep it alive you will be okay with the 1" a week.

  3) Make sure that proper fertilization is being applied to the *******, between 4 to 5 pounds of Nitrogen should be applied during the growing season.  This is a gradual feeding based on not only weather habits but also the cultural practices being done on the lawn.

  4) Prune up your trees to allow more sunlight or created mulch areas under the shade lines and canopy of the trees.

  5) Optional but always beneficial perform a core aeration during the growing season this will not only allow for nutrients and moisture to have easier access to the root zone but it will also help relieve compaction in the **** based soil.

  You mentioned that you often heard that your lawn is cut too short, that is a a factual statement when your grass is four inches tall and then you cut it to one inch.  Once again cultural practices of not taking off more than one-third of total growth at onetime.  In February when the lime was applied a Bermuda lawn is not going to green up as it is too cold here in the ******* area.  You have weeds as the service was stopped as you did not pay your bills.  Your lawn needs 'something' about every 6 weeks and with your last app being done September you can see that a long time has passed so those should be expected.  Soil temperatures are going to dictate when the turf wants to start to green up.  According to ************************************************************* your zip code current temp is 57 degrees, that is not a good level for a Bermuda lawn to be thriving and growing in.  On October 31, 2024 your account was sent to collections and you got a notice from them stating that.  You proceeded to contact our office on November 11, 2024 and you made a partial payment of the amount owed and this was after we written off a balance for tree and shrub services from earlier in the year.  On January 17, 2025 the balance exceeded 120 past due so we officially closed the account and wrote of the balance due as a bad debt.  I do not know fully know how the collection agency handles what is called a Tier 2 bad debt but I am fairly certain that they reached out to you about this.

  You finally mentioned that you shouldn't have to pay again to get grass in your yard, you have grass in your yard it is dormant but it is in your lawn. 

  ***BBB*** I do not mind if this is posted but I would request that the financial parts be redacted on an open forum ***BBB***

   

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23084731
  
  Thank you for outlining the steps for proper yard care. However, the response does not clarify what specific actions TurfMasters will take to remedy the current condition of my lawn.

  
  I have received conflicting information from different TurfMasters techniciansone stating the grass is too long, another saying it is too short, with inconsistent guidance regarding mowing frequency. If the issues with my lawn were solely due to care practices, my backyard would look the same as my front yard, and my neighbors yard would reflect similar conditions. Neither is the case.
  

  To address my concerns, I am requesting the following:
  A detailed action plan outlining what TurfMasters will do to resolve this issue, including specific treatments and a clear timeline.
  An explanation as to why my front yard (treated by TurfMasters) looks the way it does while my backyard does not, despite identical mowing and watering practices throughout the year. the only not the same was the chemicals provided 
  A guarantee of measurable results based on the proposed treatment plan above. 
  An invoice that shows the treatments provided, payment provided and balance due. To be clear I never received any contact from Turfmasters or Collections about past due bills. A simple email, letter or phone call should be expected as a customer needs to know what is due. 
  

  

  Business Response

  Date: 03/27/2025

  Mr. ****, you stopped paying for services that were provided last year.  In October because you did not pay you were sent to a collection agency.  We have not been on your property to do a normal round application; other than the lime you mentioned in January.  You missed 3 applications last year that would have helped replenish nutrients as the turf went dormant and help keep weeds out of the lawn during the wintertime.  In January the collection agency elevated the collection to a tier 2 and that is the timeframe that you reached out to us.

  
  Like I have mentioned mowing off more than 1/3 of grass is never a good thing, especially when we have 60+ days of 90 or higher temps.  The plant material that you had in 2021 has grown and has caused shading issues in areas.  Making sure that the turf gets a minimum of 1" of water a week is essential to the health of the Bermuda lawn.  After your initial contact when we treated the lawn next in July, we noted that the turf had drought stress, and we advised that you water the application applied within 24 hours and then to make sure that the turf is getting a minimum of 1" of water.

  
  I would like to help further with this situation but it is in the possession of a collection agency.  I respect the fact that you have left multiple reviews with websites like ****** and all I can try and do is inform you of the situation and make sure that you are aware of the conditions of the lawn when we are on the property.

• Initial Complaint

  Date:11/09/2024

  Type:Order 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.

   
  Complaint: 22534552
  
  I am rejecting this response because I never authorized service and it should not have been completed. Once I was aware that the service was being performed I contacted the company and did not receive a response until 10/28 when ******* ****** contacted me and validated that she did not initiate the service as she was waiting for final approval.  It appears the service was started by mistake. Unfortunately, all follow up calls from Turf master went to ***** not myself  with the exception of the 10/28 phone call from *******
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 11/11/2024

  Please refer to the attached email from ***** ******* confirming their request to commence services on August 8, 2024. The email states:
  
  
  Hello *******,
  
  
  I would like to proceed with setting up both lawn care and tree and shrub maintenance services. Could you please assist me with this?
  
  
  Thank you for your time.
  
  
  *****
  
  
  We commenced the lawn and tree services upon receiving approval from *****. The first lawn service was performed on August 12, followed by the first tree service on August 13. The second lawn service was completed on September 10, and the second tree service was performed on September 18. The third lawn service was performed on October 18.
  
  
  Following each service, we dispatched an email detailing the completed tasks and left a door hanger invoice on the premises.
  
  
  We commenced sending electronic reminders regarding past due balances. Attached to this response are the reminders sent on August 27, 2024, September 10, 2024, September 25, 2024, September 27, 2024, October 12, 2024, and November 2, 2024. Additionally, on September 17, 2024, we provided a detailed statement outlining the balance due at that time.
  
  
  In October, we initiated direct phone calls and left voicemail messages on the following dates: 2, 4, 8, and 11.
  
  
  On October 21, 2024, **** contacted our office, asserting that she had not authorized the services and only requested a quote. Despite our explanation that ***** was the authorized party, **** remained dissatisfied and claimed that the services were intended solely for a quote. We canceled the services in accordance with Lynns request after she informed us of her disinterest. We reiterated that ***** was the authorized individual and provided her with the email confirming his approval. **** requested that the email be removed, which we complied with.
  
  
  If the error occurred after the first service in August, it could be understandable. However, the fact that services were performed over a three-month period without any response indicates that **** intended to receive the services.
  
  

  

  Business Response

  Date: 11/15/2024

  Dear ****,

  Thank you for your response regarding the recent services we provided. I understand that this situation may be frustrating, and I appreciate you bringing your concerns to my attention.
  

  As noted, ***** authorized the treatments, and our records indicate that all communications regarding the services rendered were conducted in a timely manner. We strive to keep our clients informed, and its unfortunate that there seems to have been a misunderstanding.
  

  I acknowledge your position regarding authorization and the subsequent outstanding balance. Our business relies on the agreements made, and we take authorization seriously in our operations. It's crucial for all parties involved to be aligned when services are provided.
  

  If there is any additional context or documentation that you believe could clarify this matter further, please feel free to share. I am more than willing to discuss this directly to ensure we come to an understanding.
  

  I will be available to speak with you until 3 PM daily next week at the number you provided: ************. I hope we can resolve this amicably.
  

  Thank you for your understanding, and I look forward to your call.
  

  Best regards,

  **** ******

  VP of Operations

• Initial Complaint

  Date:05/14/2024

  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.

  Certainly you may reach out today to try to resolve this matter.  I do have meetings scheduled so if I don't answer, leave a message and I'll call you back.e new seed can grow. This will probably cost an extra $500 to $600 in labor and materials. This additional cost is required because their salesman didn't put the notes in the system to alert the people in the field to our repeated requests to not apply the pre-emergent. I believe that they should take some responsibility for their employees' failure to properly note our account.

  

  Business Response

  Date: 05/15/2024

  ************, let me start off by saying that you are a 100% correct that our sales rep did not notate the account that you were going to be seeding your lawn.  Would you be okay if I reached out to you directly so we can try to get a resolution to this?

   

  

  Business Response

  Date: 05/15/2024

  I called and left a message I am also going to reach via email.  When we have this resolved I will be happy to comeback on this platform and update everything but I Am not certain if multiple posts will go well.

   

  Customer Answer

  Date: 05/20/2024

  *********************** (sp?) from Turf Masters called and proposed an arrangement to resolve the issue.  I verbally accepted his proposal.  He said that he would document it in this complaint.  I'm still waiting for that to occur but the arrangement proposed is agreeable as long as it is properly documented.

  

  Business Response

  Date: 05/21/2024

  Your email gets bounced so I asked customer service of ******************** to open this so I can reply.  All services are on me this year.  If you go online you will see that credits are applied to your account.  I am sorry but your note is documented.

   

• Initial Complaint

  Date:02/29/2024

  Type:Order 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.

   
  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,
  
  ***********************

  

  Business Response

  Date: 02/29/2024

  The balance has been removed.  We did email you a prepay letter the week after Thanksgiving.  All of our material does state that we are a continuous service.

  Sorry for any confusion, have a great day.

   

   

• Initial Complaint

  Date:10/06/2023

  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.

   
  Better Business Bureau:
  
  We were with Tru-green  from **** to 2021. And Grassroots 2021 to 2023.  So, I am not sure what you are talking about ******* reaching out to you.  ******* has been stationed in *************** since Mach 2007.  He had no access to regular email during his five years in ***********.  My previous complaint# ********, March 22, 2022. Keep your representativee off my property. But, I  have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************your company entered my property without my permission, stepped onto my front porch to leave a brochure, and then checked the door k*** to see if the door was unlocked. At the time, your company was notified of his egregious action and you were instructed to never come to my property again. You were given a chance to respond to my complaint and concern. But, rather than choosing to respond to my complaint about the misconduct of your employee, you chose to ignore my complaint and not respond. So let me say this again, stay off of my property. Never come to my house again. Now I understand from the consumers affairs office for the Georgia ************************ that I have to write ****************), and notify you of the issue, problem, concern, and/or incident. Considered yourself informed of the problem. Now one more thing, evidently someone at your company is familiar with my previous complaint, since ******************* drove passed seven homes to reach ours. Stay away from my home.

  

  Business Response

  Date: 10/06/2023

  ****************** I apologize for any confusion or concern that you had.  ************ Consultants actually do all have a business license to solicit it is established out of Gwinnett County as that is the address of our shop and it is account ******.

  The reason we have your information is because ******* reached out to us for a quote in previous years to do lawn care service.  You decided to use one of our competitors back then.  We do occasionally go back to potential customers who have reached out to us in the past to see if we could assist them currently.

  The incident that you mentioned previously regarding the door k*** I can assure you that we do not tolerate that and I do not recall seeing that concern in 2020 as I would have reached out immediately to resolve that issue.

  I have noted your file that you would not like us to contact you in the future and I will do my best to insure that happens but I cannot 100% guarantee that someone might knock on your door again in the future.  Once again I am sorry as it was not our intent to cause any fear.

  If I can be of further assistance please let me know,

  ********************* - VP of Operations

   
  

• Initial Complaint

  Date:06/02/2023

  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.

  I prepaid TurfMasters for a year's lawn care and weed control. I was dissatisfied with their services and informed them that I did not wish to continue with the service. I was charged for services I did not authorize.Turfmasters Turf Masters of ******* | *********** Confirmation Yahoo /Inbox Turf Masters of ******* <******************************************>To:************************* Fri, May 7, 2021 at 2:26 PM Thank YOU!Is this email not displaying correctly? View this email as a web page.*********** Confirmation Thank you!Logo Account No: ************ My Account Signup for AutoPay Contact ** Thank you for choosing us...Dear ******,Welcome to Turf Masters! On behalf of all of us at Turf Masters, I would like to thank you for trusting us with your property.We are very proud of our Team Members and the level of service they provide. By investing in our people and using only the highest quality, EPA approved products, we are confident that our proven lawn care program will deliver superb results to beautify your lawn. Remember, we offer free service calls if you ever have questions or concerns.Below is a confirmation of services that were ordered. We offer many payment options for your convenience and you can prepay for services by calling our office or manage your account online at www.TurfMastersLawnCare.com.Again, thank you for allowing us to service your property.Sincerely,************************* ************** ********************************** www.TurfMastersLawnCare.com Service Address:****************************************************** Billing Address:************************* *************************** ***************** Program - Round #1 ***************** $75.00* - Round #2 ***************** $75.00* - Round #3 ***************** $75.00 - Round #4 ***************** $75.00 - Round #5 ***************** $75.00 - Round #6 ***************** $75.00 - Round #7 ***************** $75.00Lawn Care Program was prepaid

  

  Business Response

  Date: 06/05/2023

  Our service is a continuous service and if the service is not wanted a customer just needs to reach out to stop the services.  On January 28, 2022 we did our round 1 lawn service.  We then sent multiple payment reminders for the services performed that had never been responded to.  On July 26, 2022 we sent the account to a collection agency as we had not heard anything from the customer.  Almost a year later the collection agency asked for supporting documents as I am guessing they reached out to them again.  We sent them a copy of the invoice as well as a statement showing the services had been performed.

   

  The ******** signed up for service on May 7, 2021 and we provide 7 lawn care applications as well as 7 tree and shrub applications.  When they started the services we were on what we would call round 3 for each of the services.  Our operating system allows us to only work on a calendar year and not a date to date period.  ******** that the services are for 7 in a year and that in December we sent another prepay offer for 2022 we are shocked that we did not hear from them until almost a year later that there was an issue.