Complaints

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• Initial Complaint

  Date:12/07/2023

  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 received and agreed to a $310 quote for yard work. However, I was billed $440 which is $130 over what I agreed to. This company charged me for services I did not agree too and will not refund the additional amount paid. This is bait and switch and I requesting the amount not agreed to refunded.

  

  Business Response

  Date: 12/20/2023

  The client had contacted our office about getting weeds taken care of in her lawn and finishing out the year with our fertilization program. 

  The office had sent over an estimate to finish out the program from where we are at in the season and that was to finish steps 6 and 7. After the estimate was sent it was realized that she actually needed to have step 5 added and a weed spray since we were just finishing step 5 with our clients and it would be the step to take care of the weeds and the rounds 6 and 7 would not do that. So she emailed the client a new estimate with the added step. The client responded to the email with what we thought was acknowledgment of the extra steps but the estimate that was signed was the original that did not include the extra steps.  

  We scheduled the work based on the email approval and did round 5 and sprayed, we also came back to do a follow up spray (at no charge) because she had hard to control weeds that needed back to back sprays. Free re-sprays are typically only extended to clients that do a full service fertilization program and prepay as a value benefit, but we extended this to her as a new client and did not charge for it. 

  Amy initially paid the balance in full when the bill was sent and we credited her account and that was it. Then she contacted us a few weeks later asking for explanation of the difference in costs. We explained and share the communications with her to explain the first estimate did not include the service she needed for the weeds. It was then that she stated she had never agreed to that but at that time did not ask for a refund. I personally reached out to her by email and went through with her all of what was explained above and apologized for any misunderstanding and offered to to split the added services with her. She had made the complaint to the BBB the same day of my reaching out resolve this with her in a mutually agreeable way. 

  We performed 5 steps on her lawn in 4 visits, one of the steps was free re-spray so we only were charging here for 4 steps based on the second estimate we sent her and thought she approved by email. This was not bait and switch but was some misunderstanding and miscommunication. We agreed we should not have proceeded with out clarifying what was actually signed for and deviated from our protocol and got the work going. 

  After trying to explain this series of events and offering to split things with her she filed the complaint and asked for a refund of the $130. We since have sent her that money last week.