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:02/21/2023

  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 contacted the PU crew to do a spring cleanup going on two months ago. The business owner called me said they would be there on a Wednesday and would text me in the morning and let me know when to expect their arrival. That day, I was contacted and told that the service would not be provided on the agreed upon date, and that it would be moved to that Sunday instead. I asked for a time frame for Sunday, he responded that I would receive a text in the am letting me know when he would be coming. Sunday came and it is when we had the big snow storm of the year, so I asked him to hold off until the snow cleared because obviously the job would not be done the way I wanted it with all the snow covering most the dog poop in the yard. A couple weeks later, after the snow melted, I received a call again stating a date and time that he would be by and I would receive a text in the morning of the date stated on the call. I never received a text that morning so I texted the number associated with the business and asked what was going on. I received a text saying he was at least a full day behind and that my clean-up would be done this week. So by Friday, I had not heard anything else other than a call to apologize for the continued delays but that they were doing their best, mind the business took my debit card information from the very beginning of our encounter. I texted again Friday night to see if they would be coming and no response, until I said I would contact the BBB and then I received a call. The owner got upset with me and said I’d be happier with one of his competitors and gave me a laundry list long of excuses as to why they couldn’t accommodate me and my needs. He also told me all calls were recorded and we never agreed upon a date. He seemed threatened by this and told me I just didn’t get it and never would. By the end of the call he told me he wouldn’t be doing the agree upon service, yet he still has my debit card information at his disposal.

  

  Business Response

  Date: 03/20/2023

  [BBB Transcription via Attachment]

  More than ninety-five percent of our business is generated through a subscription-based business model
  offering weekly service to our subscribers Mon, Tues, Thurs, and Fri. This leaves only Wed and Sat to
  accommodate on-boarding new weekly subscribers and one-time cleanups; one-time cleanups must be
  accommodated in good weather and above freezing temperatures as the waste will not release from the
  turf or surface without much greater effort and risk for damage/injury to person/property. In fact, most
  pet waste management companies refuse one-time cleanups during this time of year in our area for
  these reasons. Please note, in any instance whereby we cannot meet our obligations to our subscribers
  on the days in question, we work Wed and Sat prioritizing our existing subscribers service needs ahead
  of any kind of new business. Most consumers are receptive to this as they know once they move past
  the on-boarding experience, they will enjoy the same confidence and trust in quality of service knowing
  they will always come first.
  On Wednesday, January 4th, 2023, the complainant contacted our company to set up an appointment
  for a one-time cleanup for four dogs with roughly 4 months of waste accumulation. Typically, a job of
  this scope would be estimated for ninety minutes to two hours in good conditions. At the time of the
  call, we were enjoying a week of warming with temperatures well above freezing, and the snowfall from
  Christmas time had melted entirely. The initial appointment was set for the following Wednesday,
  January 11th
  
  . Unfortunately, due to the amount of waste we were collecting in each subscribers’ yards,
  and in consideration of the fact each yard took substantially more time to clean, all the while, noting in
  January there is still less than 9 hours of available sunlight to work under, we had to push the
  complainant’s appointment, and all other one-time cleanups to the following Wednesday, January 18th
  .
  On January 18th, the complainant was scheduled for service and the service tech in question called off.
  We felt terrible and elected to move the appointment to Sunday, January 22
  nd
  , willing to work 7-days to
  get the job done. Unfortunately, it snowed and temperatures plummeted on Saturday, January 21st
  .
  We contacted the complainant again on February 6th to advise snow had again started to thaw and the
  forecast indicated continued warming weather, and we set an appointment for Wednesday, February
  15th. The complainant was informed again that we were running behind due to large waste collections
  in every yard over the last week and we are running behind schedule, but will definitely get to him
  before the week is out. This is the point at which the complainant became infuriated and started
  becoming combative in his texting and conversation. We advised him we would be working the whole
  weekend and doing everything within our logistical capabilities to manage cleanups quickly and in a
  first-come, first-serve manner.
  On Saturday, February 18th, the complainant texted another passive-aggressive text to which I
  responded with a phone call. During the phone call the complainant became extremely disgruntled and
  after repeated abuses in his language and tone was instructed that he may find the services of our
  competitors more accommodating, and that we were refusing service due to his behavior and language.
  Subsequently, the complainant filed a BBB complaint on February 18th, to which I received the letter via
  mail from the BBB addressing this complaint, and to which I immediately scheduled a next-day
  appointment to clean the complainant’s yard. I advised the complainant the very next morning after
  receiving the letter that I would be over to clean his yard. He advised he had hired another company to
  perform the service and I should use his text to advise the BBB that a resolution had been achieved.
  The whole process took 6 weeks, not two months as the complainant stated. We made every effort to
  accommodate the complainant’s needs, and the delays experienced were well out of our jurisdiction for
  control. We work hard to provide an honest effort as a small and growing business, and we ask our
  subscribers and clients to have patience and understanding as we work together to navigate delays in
  service resulting from weather, labor, and technology. We will always give you our very best!