Complaints

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• Initial Complaint

  Date:12/26/2022

  Type:Customer Service 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 never set up this service. It was in my to-be-ex husband's name only. We are in the middle of a divorce. In April 2022 he called and was able to just put this service in my name. I was never notified of this switch . 2 services of $136 were done in summer and fall . Oct 2022 when I received a past due bill for $280 was the first time I knew about this. The account still had his phone number( supposedly they called him a bunch). I do not think it is fair or legal to just have had this switched to my name because I was at the house still. This service should have been canceled at that time and someone asked me if I wanted to continue it. I was fine with paying the bill because the service was done and that is only fair but I had asked for the late fees (3 x $4) be waived but they would not waive them.
  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/07) */
  
  Hello,
  
  Thank you for bringing your concerns to our attention. We have been in business for 44 years, and have always practiced business in good faith, and without written contracts. We do not have our customers sign contracts to lock into the desired service, rather we allow customers to select their annual program and we do not deviate from their selection. This account has been in good standing with Pro Grass since April 2016. The customers husband had called to tell us he was no longer living there and that his wife would handle the billing moving forward. He provided us his wife's email address "to the account to make sure things are paid". There was no mention during our phone call by Mr requesting cancellation of service on 4/22/22 His request was to to change contact information as he provided.
  
  Our $4 late fees are automatically assessed by the computer once a balance is 30 days past due. The are accompanied by multiple phone calls and emails throughout the month reminding customers that a balance is due. This customer was notified at least 4 times that an overdue balance was due and that late fees were assessed.
  
  It is our policy to treat every customer and every instance on a case by case basis. If a long time customer typically pays on time and rarely misses payments our policy is to remove or split the late fee(s). This is the responsibility of our office staff to make a decision that is fair to the customer and fair to Pro Grass.
  
  We are currently on our winter break and will not be returning to the office for another week, but upon my return I will be having a conversation with our office staff regarding why the late fees were not addressed with this account. I do see the question of removing late fees being brought up by the customer (ms) in email communications on 12/6 however the account was paid in full on 12/7.
  
  Upon review of this account, we were notified that the email address the husband had provided was not valid. This resulted in emails being sent directly to Mr, rather than the updated email for Ms.
  
  If acceptable to the customer and given the circumstances of this account, Pro Grass will refund $12. We understand there has been some communication breakdowns on both ends, but would like to resolve this manner in the best way possible.