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:08/15/2022

  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.

  Transaction date: 8/10/2022 Ulta Lawn has provided my lawn treatments in 2021 and in May and June of this year. Yesterday, a gentleman came and knocked on my door as per my ring doorbell video, at 11:01 and 11:19, I was not home. When I returned home, I found the attached bill with a note that he had treated my lawn for grubs. He was not given permission to do this and I did not want it. My next door neighbor and her mother also use Ultra Lawn, the mother gets a call before they come and my next door neighbor was asked permission to treat for grubs by this same gentleman yesterday. He rang her bell and asked before he treated. I did not receive this same courtesy. My regular bill is between $49 and $51, I will not be paying for the grub treatment I did not give permission for. Please advise to an adjustment to my current statement, I also terminated their services.

  Business Response

  Date: 08/23/2022

  ****,

   

  This dispute comes as a surprise to us. We have performed the treatments ******************** hired us to do which is the same as we have done in the past. Until now have had nothing but positive feedback from her.

   

  During the 7 minute 46 second conversation she had with our office on 5/13/21 at 9:45 AM there was a comprehensive conversation about our program and what should be expected, including the Grub Preventer (which is done during the same visit as the Summer ************* See the attached Confirmation of Services email that was sent to her on 5/13/21 and includes the Grub Preventer.

   

  We performed this very combination of treatments for ******************** on 8/12/21 and she paid on 9/3/21 without any question.

   

  We are confident ******************** was aware that we had her lawn scheduled again for 2022 for several reasons; the auto-renewal was mentioned during the original conversation, we sent her a letter reminding her of the renewal which cites the grub treatment (see attached), we sent a text message which was delivered on 2/23/22 at 9:59 AM reminding her of the renewal (see attached), and she hasnt expressed any concern about the previous treatments this season which also were renewed from last year. She never requested a change in service before the treatment otherwise we would have been happy to make the adjustment.

   

  As for ********************** mother, we provide a call or text ahead of service if its requested by the property owner. If she would have requested a call before service, we would have done so. We do this for many of our clients and it was offered during the phone conversation on 5/13/21.

   

  It is standard practice for our technicians to go to the door as ******************** states. If someone comes to the door or answers their Ring doorbell, we greet them and let them know what were there to do. The service we were hired to do is already invoiced as scheduled however if someone tells the technician they wish to change or cancel a service at that time we make the adjustment. The Grub Preventer is a part of our 6 Application program and is not a service our technicians are upselling.

   

  We regret that ******************** is frustrated. Our efforts have been to successfully provide her with the very service she requested. If she would have notified us of a desired change at any point in time, we would have made the adjustment. When she called in and spoke with our office, we offered to remove the Grub Preventer treatment from her scheduled treatments during future seasons however she chose to cancel the entire program instead.

   

  We expect to be paid for the service ******************** hired ** to perform. As far as we knew we did exactly as she wanted which is exactly what we have done and been paid for in the past. The lawn will benefit from this treatment throughout the remainder of the season. We will have no choice in whether we pay for the labor and material to do the treatment and therefore need to be paid in full.

   

  Regards,

   

  ******************* | General Manager