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:12/19/2023

  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.

  Longhofer agreed to treat our lawn for weeds. Their tech went to the wrong address and treated the wrong lawn in April. In May, they treated our lawn for the first time. The tech left an invoice with a balance due of $0.00. The lawn was treated three more times after that with the last treatment in August of 2023. Each time, I paid the invoice, left by the technician, in the amount of $64.50. Now, Longhofer contacts me in December, telling me I owe $64.50 for the May treatment. When I question why they haven't contacted me sooner, their account rep, tells me it was the fault of their accounting system, but that if I don't pay it, she will contact the credit bureau and have a collections entered against me. I paid every invoice I received from them in good faith. I was never contacted until now, December, about a "past due" amount for May. I plan to pay the $64.50 to them tomorrow, and then never use them again. But I want their business practices to be documented.

  Business Response

  Date: 01/11/2024

  Good morning,

  This issue, I believe, was human error on our part and it was not our intention to treat our customer unfavorably.  Our technician apparently did treat the lawn at the wrong address in April.  When we learned of this error, a service call invoice was generated and the technician was sent to the customer's home and treated the lawn.  Unfortunately the default charge amount on service calls generated from our old computer system is $0.00 and our staff did not catch that error.  That is in no way an excuse but reality.  We have changed that in our new computer system which we started using about 12/15/23.  We were still using a paper accounting method until our new system begin.  The paper system had many chances for mistakes to be made, thus we have changed.  If our representative was overly aggressive, I apologize.  That isn't how I want us to do business and didn't realize is was being done that way.  I spoke to our representatives after I learned of this when Mrs. Haberer came to our office.  I will send a refund check to Mrs. Haberer in the amount of  $64.50 which is the amount that was disputed when I spoke with her in our office.

  Business Response

  Date: 01/11/2024

  Today, 1/11/24 is the first that I was made aware of a complaint to the BBB.  There were errors made by our company with regards to our billing and collection conversations with this customer.  I apologize for those errors.   Changes were made in December 2023 once I was made aware of this incidence after speaking with our customer.  A refund check will be sent to our former customer for the amount the first lawn treatment.

  Customer Answer

  Date: 01/21/2024

  Longhofer responded to this complaint.  They repaid the amount charged that was supposedly in arrears, and which I paid them on December 18, 2023. Longhofer did resolve the issue in this manner.