Complaints

This profile includes complaints for Pro Turf Lawn Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pro Turf Lawn Service, Inc.

  323 N Mullen Rd Belton, MO 64012-2136

• 

  Pro Turf Lawn Service, Inc.

  8616 I St Omaha, NE 68127-1618

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:07/08/2025

  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 told the company this past winter that I did not want their services this year. They came out and treated my lawn anyway and are now demanding payment. I have called them twice to tell them I didn’t want the service, which they put on my account and stopped further services, but, continue to want payment for services I didn’t want in the first place. Also, at the time of the first two treatments I was in Florida and not aware they came out.

  Business Response

  Date: 07/09/2025

  Hello, 

  We are in Response to Complaint ID * ******** I show that the finance department did look into your account yesterday and came to the agreement that you would not owe the balance and they wrote it off. It does look like it was wrote off towards the end of business hours yesterday and someone from the finance department has a notice to reach out to you today to notify you that the balance has been resolved and you will not owe us anything. 

   

  We consider this matter to be resolved. 

   

  Thank you

• Initial Complaint

  Date:06/27/2025

  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.

  Ordered services from this company. Had multiple issues and complaints about services not being completed in its entirety or not at all. Made several complaints and asked for management. Management never contacted us until we cancelled. Made agreement to finish service and close out fall season then complete. 6 months later they are now stating we owe an additional balance and continue to call and harass.

  Business Response

  Date: 06/30/2025

  We appreciate the opportunity to respond to the concerns raised by our customer.
  The customer initially contacted our office on September 27, 2024, to request cancellation of services. At that time, our representative informed the customer that there would be a remaining balance of $202.75 on the account. After discussing the situation further, the customer decided to continue services through the end of 2024, but requested that their account not be renewed for 2025.
  Subsequently, the customer contacted us again on December 2, 2024, stating that they wanted to cancel services and try a different provider. The account was then reconciled and a new balance of $293.57 was confirmed.
  On December 19, 2024, the customer contacted us to speak with a supervisor regarding the monthly installment process and to better understand why there was a balance due. During this conversation, the customer also requested access to their original sales calls, as they claimed they were never informed they could owe or be owed money upon cancellation.
  As part of our standard process, we conducted an audit of the call recordings. It was verified that the customer was clearly informed during the sales call that there may be a balance due upon cancellation. A copy of the sales call was provided to the customer as requested.
  Although the customer later expressed dissatisfaction with the service and mentioned they had made attempts to cancel, our records show only one cancellation request in September, at which time they elected to continue services after being informed of the balance due.
  We have also attached the letter sent to the customer at the time of enrollment in the monthly installment plan. This document clearly outlines the possibility of a balance due depending on service usage and cancellation date. Additionally, we’ve provided a detailed account breakdown to show how the final balance was calculated.
  We believe this matter has been appropriately resolved and all customer inquiries have been addressed.

  
  Sincerely,
  *******

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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.

  Hi, In the spring of 2024, I hired Pro Turf Lawn Service (Belton, MO). We agreed that I would pay $50.00 per month for something like 7 monthly lawn applications. I believe the company did 3 actual applications when I noticed A LOT of weeds on the South and East sides of my lawn. The next time the tech from Pro turf showed up, I fired him and the company. I explained that I now have more weeds now than when Pro Turf started. I took photos (enclosed) and sent them to their corporate office.
  
  So, I heard nothing over the next 10 months, no offer to reapply, no refund, no bills, nothing was offered to me. This past week, I received an email from Pro Turf, demanding money and threatening collection. So I've gone back and forth with someone from this company. They are attempting to strong arm me for an inadequate and non existent application.

  Business Response

  Date: 06/20/2025

  I am in response to complaint # ******** 
  The customer did agree to a monthly installment to have his annual cost broke down over 12 months. Customer was told at the time of signing up for the installment plan that there is a chance that we could owe them, or they could owe us the remainder of the balance on the account. This will depend on how many services have been completed at the time of cancellation and how many payments have been made at the time of cancellation. I have attached the letter that was sent to the customer after agreeing to this payment option on 3/9/20204. I have also attached the breakdown showing how we get the balance that is due on their account after cancellation of services, showing how many services, we did and when we were paid. 
  The office was then sent photos in August, and a service was also done in August. After that treatment, we were never notified of customer having any issues. 
  In regard to the weeds, the customer did not let the office know that he wanted to cancel initially. Customer notified the technician when they came out to do a treatment on 12/3/2024 that they were considering cancelling permanently. The office called the customer and was not able to get ahold of the customer to address the reason for their cancellation over the phone. Customer then got an email from our customer services department letting them know " Moving forward, we strongly encourage you to take advantage of our free service calls, as they are an effective way to stay on top of any issues, such as weeds, between visits." We also contacted the customer about the balance due on the account 11 times through our automatic calling system. 

  Customer Answer

  Date: 06/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Their whole explanation is sketchy.  For example what lawn service visits a customer in DECEMBER to talk about lawn care??  Everything is brown or under the snow.   Ooppps there goes all their credibility…
  

  I did not tell the rep I was thinking about canceling, I told him to get off my lawn, do not apply treatment, you're fired, your product ******  I added I have more weeds now than when they started the treatment.  I never received a call that day asking why or asking how to male it better.  I sent pictures of a weed infested lawn….   No response for about a year.  If they called, they did not leave any messages apologizing for a crappy product and offering to reapply or offering a refund to an obviously displeased customer.  
  

  I also paid them $50.00 per treatment.  They don’t mention that, further illustrating the sketchiness of the argument.  I believe they’re demanding money for applications that were never done.  
  

  **** *** **** *** they ain’t getting a dime.  Go ahead and send it to collections.  I will dispute it and have it removed from my credit history.  

   

  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/30/2025

  We’d like to clarify a few points related to your treatment schedule and billing. It is standard practice in our industry to perform treatments in December. During this time, we apply a winterization product — a slow-release treatment designed to support your lawn during its dormant period. While grass may appear brown in the winter, it is not dead; it is simply dormant, and still very much a living plant that benefits from proper care even in colder months.
  Regarding billing: each application is priced at $85.00. Rather than charging the full amount only at the time of service, we spread the total annual cost evenly over 12 months. This means your monthly payment was $50.08. The balance is reconciled at the end of the service period or upon cancellation. Depending on how many treatments have been completed versus how much has been paid in, there may be a remaining balance owed either by the customer or by us.
  You first reported weed concerns on August 7th, and a follow-up treatment was completed approximately 14 days later, which is within our normal response timeframe. We did not receive any additional concerns until your cancellation in December.

  Thank you, 

  *******

• Initial Complaint

  Date:04/19/2025

  Type:Order 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 hired ProTurf to help with my lawn treatment, under a 1 year contract. My yard was sprayed during 22 mph winds, and 2 trees were killed with overspray last Spring. At the time I was told the trees would probably come back the following Spring, and if they didn’t, to let them know, and they would take care of replacing them. I contacted the company, and they sent someone named ****** out to look at the trees. At first he said the trees were not dead. I asked him to check again, and he said they were dead, but it couldn’t have been caused by the herbicide. Because the overspray woud have killed everything in the flower bed. I was told that there was nothing they could do about the dead trees.

  Business Response

  Date: 05/05/2025

  I am in response to complaint # 2*******

  I did overview the last treatment we did on 12/6/2024 for your final lawn application. No liquid application was sprayed at the time of the application and the fertilizer was a granular application. We do track the wind speed as well on every application and looking back I do not show we treated in 22 mph winds. We also show no complaints about you calling in about us over-spraying until 3/26/2025. Your last treatment with us was on 12/6/2024. If this were the case, we would have needed to be aware of this at the time of the concern. You also do not have any active services with Pro Turf and Pro Pest but, Thomas was kind enough to come and do a free service call still, based off the location of the tree and nothing else being dead he did say it would not have been the herbicide as nothing else was damaged and if it were wind at fault then there would be more damage. There is not balance on the account and we will not issue a refund for services already provided. 

   

  Thank you 

  ******* 

  Pro Turf and Pro Pest 

  Business Response

  Date: 05/13/2025

  I am in response to Complaint # ********

   

  Thank you for your response. It does look like you spoke with our manager with many years of experience, and he let you know it was not caused by and damaged from us. We cannot be responsible for mother nature and how trees are planted. All evidence that he saw was not due to chemical damage. I hope the knowledge he shared with you was helpful. Thank you for allowing him to come and take a look at the trees so we can get to the bottom of this issue.

  Customer Answer

  Date: 05/16/2025

  This company has not made an effort regarding my claim. They just lied and denied the claim. Not sure why this claim should be closed. I attached a picture of my 5 year old tree that they killed with over-spray. Very disappointed in this lack of resolution. 

• Initial Complaint

  Date:09/03/2024

  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.

  The service that I have received from ProTurf has been absolutely horrible. I have received the companies yard services for 7 months. My yard looks absolutely horrible. I called today to file a complaint, requested to cancel service, and requested a refund of what I have paid and the customer service I received was horrible The person was argumentative and ultimately refused to cancel the service and refused to give any refund. I have pictures of my yard and offered for them to have a manager come out and see for themselves the condition of the yard. She also refused that.

  Business Response

  Date: 09/06/2024

  Response to Complaint # ********

  Business Response

  Date: 09/11/2024

  Response to customers rejection letter.We are in receipt of complaint # ********.
  The 100% satisfaction guarantee is the service calls that we offer in between applications
  as needed. We must receive communication from the customer though when they need a 
  service call to be set up as they see their lawn more often than us. We only see their lawn 7 
  times a year at most and they have only received 4 treatments this year. No other calls 
  were made to the office before 9/3/2024 regarding concerns about their lawn and at the 
  time of the phone call they were offered a service call. Those timestamps were provided in 
  the previous letter of when they were offered to the customer. We will require the full 
  balance of $122.90 to be paid and we will not issue a refund for services already provided. 

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is ridiculous. The customer is an 81 year old widow with substantial health deterioration over the last 6 months. I am appauled that this is the way you treat your customers. 
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:06/04/2024

  Type:Billing 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.

  I have been a Pro Turf customer for a couple of years. I sign up yearly and pay for an early bird full year amount. In 2024, I did not receive any offer to renew for any price but they came out and applied the 1st service anyways. I did not order this one-time service or the yearly service in 2024. They say "too bad, you're signed up for automatic renewal". Well, that is news to me. Had I known about automatic renewal, I would have immediately opted-out. They are trying to treat like like a yearly Utility bill and I never signed up for anything Yearly.
  
  I should not have to pay for something I did not order. I didn't even know the day they came to my house.
  
  Keep in mind, it's not like the Customer has to let them into the house. They can just walk the yard without permission and then stick you with the bill.
  
  Pro Turf has not acknowledged my written and verbal disputes in writing. They must acknowledge my dispute in writing.
  
  Now, they claim they will ding my credit. My credit score is over 800 and worth protecting. Before I retain a lawyer, I'm filing with BBB.

  Business Response

  Date: 06/11/2024

  Please see the letter attached. Thank you and have a great day. 

  Customer Answer

  Date: 06/12/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, however, the letter they provided is not accurate. 

   At no point in time, did I accept auto-renew and they did not provide documentation of that.  How can I accept a yearly service when I don't know the price?  They never offered me a price for 2024.  In 2023, however, they did offer me an early bird price which I accepted and everything was fine.

  In their response, I notice they only provide dates for each service which I of course had already paid YEARLY.  They did not, however, provide any documentation about me accepting an automatic yearly renewal.  Again, how can anybody accept a Year service without know the price?

  Bottom line, the charge was wrote off so this is acceptable.  There practice for FORCING customers into automatica renwals should not be acceptable to the BBB.

  
  
  
  Sincerely,
  
  
  
  **** *******