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:04/30/2025

  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.

  Email I just received from Franchise owner

  Customer Answer

  Date: 05/19/2025

  Complaint: 23268509
  
  I have reviewed the business' response and am rejecting it because: the fact they are blaming the ball valve and the ball valve handle behind the basement wall is ridiculous.  They have closed the sprinkler system the last few years and it has never been an issue in turning off the water with the ball valve handle and the location of the shut off valve.  We have had the system for 20 years and no one has had an issue turning off the water.  If there was an issue with the ball valve this should have been communicated to me, the customer.  The gentleman who came to turn off the water did not mention the issue he had shutting off the water.  He could not communicate with us, the home owner, because he did not speak English.  He did not report it on the receipt.  If we knew there was a problem we would have fixed it as we are responsible home owners.  We paid for the service to ensure a trained professional turns off the system so the back flow does not freeze and crack as it did. Of the pictures Spring Green has presented, neither are dated October 2024, to try to prove that someone else turned handles on the backflow. No one turned handles, no one did anything to backflow. When the crack in the backflow was discovered, Spring Green was called to assess since they put in the system just one year prior. I just want to be reimbursed as I had a different company replace the backflow as Spring Green refused after I questioned and disagreed with their assessment.  
  
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 05/27/2025

  Had a plumber out to look at ball valve  and plumber states there is nothing wrong with ball valve.

  Business Response

  Date: 05/16/2025

  *** ***** Terminated his relationship with our company after having the system winterized in October of ************************ April of ********************************************************** June of 2024, he told the office that the back-flow was leaking and needed to warranty it, my office told Mr ***** we would need to see the back-flow and assess what and if a warranty applys. The irrigation manager was sent out to inspect and found the ball valve in the house to turn on/off for the water to the irrigation system had failed, We have photos documenting the back-flow was winterized and not leaking the last time we serviced the property. From the time we serviced the property in October and the time we arrived in April from the photos we took and supplied Mr ***** the ball valves had been operated on the inlet and outlet side of back flow. We also found that the Water supply ball valve in the house had failed, we would not be able to determine a timeline for that but we do know if that failure was present when we turned the back-flow off in the October and given the 45 degree turn we leave ball valves this would have cause the back-flow to vent and discharge out the bottom. That is not evident in the photo from October. As we have not been to the property in 6 months and could not ascertain what happened, what we could do was offer *** ***** an estimate for parts only and absorb the labor ourselves replacing the back-flow and the ball valve water turn on in the house, Trying to win our former customer back with this outstanding level of service.   
  

  From the Irrigation Manager 
  

  I arrived at the property on 24 April 2025 at approximately 4:30 pm and met with ***** ***** outside his house. We walked over to the back-flow, and I observed the back-flow leaking water. Ball valve two was in the on position and ball valve one was in a 45-degree position. I asked *** ***** who touched the back- flow and he said no one. I tuned both ball valves on the back flow to the off position and we went inside to look at the main irrigation turn on ball valve in the basement. *** ***** handed me a ball valve handle and said the ball valve was behind the finished wall in the cut out of dry wall. I looked and found I could only hold the handle backwards and against the ball valve to turn the valve on and off. I told *** ***** the ball valve was installed incorrectly, and this is not how a ball valve should be operated. He said it was installed in this fashion when the house was built. I turned it to the on position and we went outside. I turned ball valve one on and water discharged out of the back-flow, and I observed a crack in the actual brass body of the back-flow. I tuned back-flow off and suspected the main irrigation valve was not operating as designed. We went back to the basement, and I turned the ball valve to the off position. We went back outside, and I opened the test c*** at ball valve one, observed water discharge from the opening. I waited till the water stopped discharging and closed the test c*** I waited 30 seconds and opened the test c*** and more water discharge from the test ****, so I closed it again. I ran through this process two more times and determined the irrigation ball valve in the basement was faulty. *** ***** blamed the company technician for the failure of the ball valve, in which I informed him the technician noted no issues during the winterization and the logged photo on his account showed no leakage and both the handles on the ball valves at the back-flow were in a 45-degree position. I concluded the main irrigation valve failed at some point after the winterization was completed. He demanded the company replace the back-flow free of charge and I told him I would be in contact with him in the next few days with an answer.
  
  I sent *** ***** a response via email through Aspire on 29 April 2025 at 2:42 pm. He contacted me and said he was unhappy with the companys response and requested I call him. I called him back a couple of times and finally contacted *** ***** on 29 April 2025. Phone calls are logged.  

  I spoke to Mr ***** on the 30th and reaffirmed what the Irrigation manager had told him
  

  Customer Answer

  Date: 05/29/2025

  I had a plumber come and check out the ball valve that Spring Green said was faulty and they stated the ball valve was not bad and did not need replaced.  So if the ball valve is not bad that means the tech did not turn the water all the way off.  

• Initial Complaint

  Date:02/06/2025

  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.

  We lost most of our shrubs. I got their advertisement off ****. We have big ***** spots and no more zoysia in the yard. They would never come and talk to us about it and never cleaned the mowers from yard to another. They want us back. We are not going to have them back. We would like our money back.

  Business Response

  Date: 02/07/2025

  I spoke to you  on May 1st and you were unhappy with the lawn mowing.  You wanted the lawn cut shorter, and didn't like the big mowers we use on the lawns, didn't like that our guys don't speak English.  You also explained that you were thinking of suing your previous company for killing your zoysia.  I explained to you that the we mow at a height that is best for your lawn based on weather conditions and we gradually lower the mower deck but we don't cut shorter than 4" because that is what is healthiest for the lawn. We talked about how you and your husband took care of the lawn for years and it never looked like this and yes smaller residential mowers do give a different final cut look than commercial mowers.  We discussed zoysia decline, calling for service calls if you have weeds between applications. You have tall trees which provide a lot of shade to the ground making it hard for the zoysia to grow, your whole front yard is very shaded.   I sent our manager out to look at the lawn and meet with you.  He and I both told you you can call the office any time you have concerns or questions if you aren't able to speak with the employees on the lawn due to language barrier.  I even offered in May to refund you the remaining prepay amount that you had paid if you weren't happy because it didn't sound like we were going to be able to meet your needs.  You didn't want to do that so we continued to service and maintain your property the rest of the season. This is the first we are hearing about anything happening to any shrubs.  We did not maintain the landscaping beside doing a spring clean up. We suggested and aeration and overseed in the fall to help thicken up the turf and you weren't interested because of the zoysia.  You do have a lot of fescue mixed in with your zoysia, so overseeding with Fescue would help the lawn tremendously.  We are not offering any type of refund, we did the service you hired us to do.  I am sorry that you weren't happy with the service.  

• Initial Complaint

  Date:11/25/2024

  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.

  They never came and closed it, I had a contract for them to close it and despite me trying to contact them they never reached out. They claim i owe them money, but for what exactly? They came out and never fixed anything. They claim they blew it out but they never did. They came out and nothing was different in any way shape or form. It was leaking that entire month and while the sprinkler system was on. The leaking caused damage to my home and on average my bill is no more than 30 dollars. Anything over that is unreasonable. It was leaking until we got a big snow and I myself had to close it up. They even admitted to forgetting the valve. 

   

  My contract does not state anywhere there would be another charge. They were saying the notation of the 15 doesn't pertain to me, which makes no sense. They claim they finished the job, but they never did. As mentioned they did not have a valve to replace, they blew it out, it was still leaking and nothing was finished. I had another contract to close the sprinkler system and never finished that either. 

  determination. I said fine put it in. A few minutes later he comes back to tell me he didn&#**;t have any shut off valves with him but that the "blew" it out and "he saved me money by blowing it out." This was September 2 I think - then comes my water bill of $199.69. Item 6 with notes from the water company showing me on certain days I am using almost ***** gallons of water a day. All days after *** blew out and supposedly fixed my zone four sprinklers. My usual bills for water run about $30. Item 7. My next bill was $80.73 because even though I shut off my water to the sprinkler system, the water ***** **** a month behind so I had already lost a lot of water prior to finding out he really did not fix the valve. Item 8 I called to let them know that the "blow out" did not work and that they needed to come back out and put a valve in zone 4 instead of relying on blowing on it. They responded by sending me numerous bills for $137.70 for the fix that didn&#**;t work Item 9. In the meantime I have asked repeatedly thru texts and messages left to speak to the owner or to have the owner call me. No one has returned any calls. The number I have for them is ************ where you have to verify you are human to leave a message but no person ever gets back to you. I don&#**;t even know the person&#**;s name who owns this company even though I have asked for it many times. I have called about getting my sprinkler system closed down for the winter but I only get text back saying they will not come back to service my sprinkler system until I pay the $137.70 ******* I expected to pay for something that not only didn&#**;t fix the problem but caused a second high water bill?I would appreciate your help in dealing with this problem as temperatures next weekend are predicted at 26 degrees and 27 degrees. I need my sprinkler system shut down soon. I have tried to call the ************ franchise company to possibly get another Spring Green in the area to close down my system but cannot find a phone number for them either.Thank you for your kind attention and hopefully a speedy resolution. If possible I would appreciate the Spring Green franchise phone number if it is available to you as I am desperate to get my sprinkler system shut down before all the pipes freeze.

  Business Response

  Date: 12/12/2024

  We resolved the ***** Back flow reporting fee that was not prepaid by simply zeroing out the charge, We have in the past never stated what the filing fee is because every municipality has the right to be the local water purveyor and/or use a water company, because of this and every city can use a 3rd party to verify and record back flow filing reports they can and do charge different amounts. But when ***** called and asked *** to come out to look at the system we explained to her at that time we charge a service call fee of ***** to show up and 85 per hour thereafter onsite plus any/all materials. The collections process in our office is all digital and when your billed for services rendered your required to pay once the service is complete. If you do not the system flags your account and does not allow us to schedule any additional services going forward until the balance is taken care of. To allow a detail accounting of returning ******* calls we made all those return phone calls with a message to call us back at the office. I called and/or returned ******* call on

  Sept 6th @212pm, Sept 27th @ 410pm, Oct 9th @1152am, Nov 4th 0956am,   Nov 8th@1215pm, Nov 8th @ 1218pm

  We visited ******* house earlier in the year at no charge because she said she did not have a functioning sprinkler system and after arriving it was discovered someone had turned the water silcok in basement partially closed prevent the full volume and pressure of water to the house and sprinkler, she then at that time told me she had a faucet leaking in the house that had to be fixed. I believe ***** embellishes her accounting of the facts to obscure her own accountability of the issues she has had with the sprinkler system. We have called her back each time she has called the office returning the call the same day and calling the multiple numbers we have on file to reach her. Per the agreement she has with us she needs to pay for services rendered or she will be sent to collections.
  

  Business Response

  Date: 12/12/2024

  photos showing visit on 07/24/24 0930am

  Business Response

  Date: 01/04/2025

  The seasonal agreement that you agreed to was for starting U the system inspecting testing the backflow and shutting the system down in the fall to winterize, Over the summer you called in and said that you had an issue at that time you had an outstanding balance for the filing fee incurred from the water company to submit your backflow report. We still came out that Monday but we told you over the phone that this was in addition to over and above what you were signed up for that there was a service call fee that there was an hourly charge for us to be on site to diagnose and the manager did open the water zone valve and clean it out because there was debris in it which was not allowing it to close properly he advised you that you would need to replace it. So from that service date that we've supplied photos time and date stamped that we were there you incurred a charge that you have failed to pay when any account is passed due we no longer service that account. The escalation of this is that we will now send it to collections. We called multiple times in addition to trying to collect the past due balance every time you called into the office a manager returned your call we record all of our incoming and outgoing phone calls so we have the time the date and the length of them all

  Customer Answer

  Date: 02/05/2025

  I would like my refund in the amount of half of my contract payment in the amount of ******

  Business Response

  Date: 02/05/2025

  We have previously responded to this complaint.  Here is the text from our previous response.

  We resolved the ***** Back flow reporting fee that was not prepaid by simply zeroing out the charge, We have in the past never stated what the filing fee is because every municipality has the right to be the local water purveyor and/or use a water company, because of this and every city can use a 3rd party to verify and record back flow filing reports they can and do charge different amounts. But when ***** called and asked *** to come out to look at the system we explained to her at that time we charge a service call fee of ***** to show up and 85 per hour thereafter onsite plus any/all materials. The collections process in our office is all digital and when your billed for services rendered your required to pay once the service is complete. If you do not the system flags your account and does not allow us to schedule any additional services going forward until the balance is taken care of. To allow a detail accounting of returning ******* calls we made all those return phone calls with a message to call us back at the office. I called and/or returned ******* call on

  
  Sept 6th @212pm, Sept 27th @ 410pm, Oct 9th @1152am, Nov 4th 0956am,   Nov 8th@1215pm, Nov 8th @ 1218pm

  
  We visited ******* house earlier in the year at no charge because she said she did not have a functioning sprinkler system and after arriving it was discovered someone had turned the water silcok in basement partially closed prevent the full volume and pressure of water to the house and sprinkler, she then at that time told me she had a faucet leaking in the house that had to be fixed. I believe ***** embellishes her accounting of the facts to obscure her own accountability of the issues she has had with the sprinkler system. We have called her back each time she has called the office returning the call the same day and calling the multiple numbers we have on file to reach her. Per the agreement she has with us she needs to pay for services rendered or she will be sent to collections.

  This is our final response to this complaint.  Nothing further needs to be addressed.  We are not giving a refund and she needs to pay her balance of $137.70 or it will be going to our collection company.  We have done everything we can to try and resolve this issue with this customer.  

   

• Initial Complaint

  Date:09/15/2024

  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.

  Transaction Date: 08/13/2024. Amount paid: 45.09.Spring Green treated my lawn for weeds on 8/13/24. By 8/19/24, my lawn was dead. I followed all directions for watering, etc. I want my money refunded; service cancelled.

  Business Response

  Date: 09/18/2024

  We met with customer and explained that the treatment did not kill the lawn, the lawn was drought stressed and had brown patch.  We do have the Spring Green guarantee which states if you are not satisfied we will refund you the last application which we have already done, so customer doesn't have a balance. I received the customers payment today, 9.18.2024, check was dated 9.11.2024 and. due to us giving him a credit on his account, we have not cashed the check and are mailing the check back to the customer. We have also contacted the customer to let them know that we are mailing this check back to him.

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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 would like to accept the business offer and close this complaint as resolved. 

  Business Response

  Date: 08/29/2024

  ******** signed up for our lawncare program which is fertilizer and weed control program with 8 visits, applications are every 4-6 weeks, we do not pull the weeds, this also does not include spraying weeds in the landscape/rock beds.  With this program you also get free service calls. If you have weeds between applications, weeds that aren't dying new ones come up you can call us anytime and we will send someone out to spray them as many times as necessary.  We tell all customers if you have one weed or 20 give us a call and we will come out and retreat between the applications at no charge.  You see your lawn everyday we only see it every 4-6 weeks so you have to communicate with us if there is an issue.  It is also very important that the applications are completed on a timely basis every 4-6 weeks to be most effective.  There was 2 months between the 3rd and 4th application due to customer asking us to not come out because they couldn't water the lawn properly.  Weeds in the lawn can be caused by many things.  The height you cut your grass, how much you water, if you have bare spots you will always have weeds in those areas until grass is growing there that can shade the soil and help to prevent the weeds from growing, sun exposure, what time of day and how much.  We also tell customers that whatever lawn care company you sign up with you have to give it at least 12 months with one provider to really see results. This is not an overnight process, weeds are germinating beneath the soil at different times of year.  Example dandelions that you see in the spring, actually germinate late fall early winter but we don't see them until April/May time frame.  As we said on the phone today we would be more than happy to schedule a service call and respray those weeds for you, however that was when you cut the representative off and told us to "not to come back ever again because we are lousy" and since you cancelled the service we cannot come back out and treat the lawn.  We cannot fix the issue is you don't allow us to and you don't follow the process.  The Spring Green guarantee does state that if you are not happy we will refund the last application, so we will refund the visit on 8/19/2024, however the customer does still owe the past due balance from the visit on 7/17/2024 and that will not be refunded.  

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  Sprinkler system was installed summer of 2023. I purchased this home 4 months later. Spring of 2024 I started having issues with the system and contacted Spring Green. I was told the system warranty doesn't transfer. Had another company come out to Assess the situation to find out the areas I had to repair were improperly installed. I sent photos to. Spring Green of their improper install and ask for reimbursement. I also let them know that four of the sprinkler lines/heada are not on my property but one line coming out in the neighbors yard and 3 installed on common area behind my home. I sent proof of the areas that they improperly installed and of two (of the three) bills Ive had to pay due to their improper install for reimbursement. The company has ignored their mistakes. I want a refund of $175 from two of the bills Ive already paid.

  Business Response

  Date: 08/28/2024

  Nov 6th 2023 we were told of new ownership 

  March 21 0132pm new owner called in requested estimate for sevices 

  March 22nd 1032am talked to new homeowner about pricing for services 

  March 25th 0241pm called back to further explain services 

  March 26th 403pm called left message following up on estimate 

  April 5th 0948am called left message following up on estimate 

  April 17th 236pm homeowner called back and told us not interested in services 

  July 26th 0551pm  called office left message inquiring if under warranty 

  July 26th Friday 0638pm sent a message to cellphone asking if we installed her sprinkler system and if it came with a warranty 

  Monday July 29th 1150 am I asked homeowner if she continued on our service program, breaks are common and not covered under warranty 

  Monday July 29th 1155am she replied yes 

  Monday July 29th 1156am I looked up the hunter warranty online and it said between 1 an 5 year warranty 

  Monday July 29th 1201pm I responded: No warranty on line breaks, given the extreme swing in temps and the expanding and contracting of the **** soil this time of year 

  Monday July 29th 1215pm  homeowner responds: thanks for getting back to me finally I sent 2 messages before this one you didn't respond or reach out 

  Monday July 29th 1225pm I responded: I have an office, you called them last week asking, they explained the same, this is my cellphone my apologies I don't have someone monitoring it thank you for the feedback.

  Monday July 29th 1pm Homeowner Responds: I did not call your office, I didn't even know you had an office, I don't know who put the system in till Friday from previous owner, the call to your office must have been for another issue from the system you put in.

  Monday july 29th 230pm i responded: Ok sounds good thanks for the feedback 

  Monday July 29th 0945pm  homeowner text: I am headed to work for overnight you can call me before 10 in morning 

  Tue July 30 0808am I had person come fix leak in sprinkler, states clamp wasnt installed pics sent 

  Aug 1 homeowner text sent : you put a sprinkler in neighbor's yard might have to be moved if I sell and inspection done, I did not have an inspection so it wasn't caught, 

  Aug 14th 1047am homeowner sent text: with picture of backflow this is leaking, the ground around it is soaked, I was told to contact company who put in, is this under warranty? 

  August 14th 11am I responded: the warranty is not transferrable, whom ever you had this season perform your start up, and backflow test will be able to to help you because that is what this is designed to do that is vent. 

  Aug 14th 1130am homeowner sent text: the ground is soaked, I was told by the owner of this house and was in my paperwork it is transferrable, the system is not that old, I have paid to have service from you where the pipe was not connected which I sent you a photo of. the right thing to do is back up your company, what company is this. 

  Aug 14th 1140am I respond text: I have no idea what you're talking about but if you have the paperwork that the previous owner gave you then you have all the information your inquiring about and would be calling my office which they would be able to help you and explain to you the process of scheduling a service call if you are a customer on our service. but I don't think you hired me to connect the pipe because I would not have scheduled that for you. Thats not what i do nor is it the process we do it again. 

  Aug 14th 1155am homeowner text: I didn't hire you because I was told by you it wasn't under the warranty. The company that came out revealed the problem when he pulled the grass up around it, again what is the name of your company so I can call.

  Aug 14th 1201pm I respond text: Spring-Green 

  Aug 27th 1153am homeowner text: sent pic 

  Aug 27th 1155am I respond text who is this? I am not sam 

  Aug 27th *****pm I told text I dont have number saved as a customer have no record of this 

  Aug 27th homeowner respond text with phone and previous owner name to bring up record 

   

   

   

   

   

   

   

   

   

   

  Business Response

  Date: 08/28/2024

  Aug 27th I respond text : I remember yes he did, you did not continue the service warranty is not transferrable

  Aug 27 homeowner sent text: I have had to pay for your mistakes

  Aug 27th homeowner sent text: I have sent photos and spoke to somebody at your company regarding these issues

  Aug 27th homeowner sent text: I would not have to pay for thisif the install was done properly, these are two of the three payments that I have already had to pay due to this, I want reimbursement back or I do plan on contacting ******** and the BBB

  Aug 27th I respond text: ok

  Aug 27th homeowner sent text I also have sprinkler heads installed on common ground 

  Aug 27th homeowner sent text I am asking for reimbursement back for two payments. I have already had to pay due to improper install 

  Aug 28th Manager spoke to homeowner on phone was told by the homeowner she is friends with mayor of Wentzville and his office will be putting the word out that we are a dishonest company. (on a recorded line)

  homeowner was told repeatedly via text and over the phone over the last 5 months she needed to be a customer for us to service her, last time we were on the property doing anything was November of 2023 we can ascertain was has taken place since Nov of 2023 on her property and have not told her that we would cover a system she herself did not have installed by us. 

  I also told her repeatedly to call my office to set up a service call to address these issues and she did not do that. I cannot be held responsible for what she has done to the system or what she has had others do to the system. 

• Initial Complaint

  Date:02/09/2024

  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.

  You never checked the heads not the timing of the system. Lost over $567.00 (one month water bill) due to this and after calling your firm then being told someone would call back. No one did and after four months, realized you didn't care. Decided I would never allow your firm back for anything and terminated your grass service also. ***** you have a bad reputation for dealing with clients as I have run into this since about you. Work on your people skills

  Business Response

  Date: 03/05/2024

  We are sorry that you were not satisfied with our service.  We set up your service in April.  The leak was found in July.  The system was checked when it was set up in April.  We met your sister and brother-in-law, long time customers, at your house while you were out of town to look at the system and complete the turn on.  Everything was fine when we first turned on the system.  Unfortunately, you did not continue with our service once the leak was found, so we were unable to correct the situation to your satisfaction.

  Customer Answer

  Date: 03/05/2024

  Was going to say more but what is the use, they have the wrongs dates, American water came out in **** to check for leaks due to usage as system was off in May and major usage was **** not July. Records prove that. I am happy they are gone and ***** is also happy I am gone also.

  Customer Answer

  Date: 03/12/2024

  They made no effort to do anything and lied about dates so how can anyone believe them about anything. Dates are something that can be verified but would no good with them. Thanks and will post on ****** now.

• Initial Complaint

  Date:02/02/2023

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I never called and said my lawn was yellow.  My lawn has never been yellow but it was clear the June treatment was not applied to the entire yard.  I said the section of lawn next to the driveway on that side was not greening up like the rest of the lawn, which also explains why I only have weeds in that section of the lawn.  I have no issues with fungus and have not treated my lawn for fungus.  Every month I called on this issue the response was, you are due for a treatment in a couple of weeks let's see what happens after we treat.  This happened in June, July and August.  My account was credited $45 not because of this previous issue but because the September spray was supposed to be specifically to address the weed issue and not a monthly treatment that showed up on my bill.  The billing was only removed after I called again to explain being billed for September.  That week was a disaster.  They showed up three times in one week.  After the first spray I had to place my work call on hold to run outside to stop them.  They don't speak English so it was a challenge getting them to stop while my work call remained on hold.  They showed up a third time and I stayed outside with the tech until he understood he needed to call the Manager.  He called and I explained what was happening and the response was Oh sorry.  That person is no longer with the company and I am not surprised.  That is horrible customer service on top of what was not going well to begin with.  When the owner came to view the lawn I showed him all the weed growth which he disregarded and asked him to show me evidence of a fungal problem and he could not and said it was called a browning issue which isn't even mentioned here.  Since I provided the voicemail message he is now changing his story. He is correct that his service manager drove by without stopping to view the lawn.  I also never made comments about what he is paying his workers but that it wasn't my problem he could not find help and resorted to using workers that could not communicate with his customer. He must have me confused with another customer because.  This is horrible customer service no matter how you look at it. Bottom line here is that they still want me to pay them for the June spray they botched that carried through the entire summer.  Had I not stopped his workers from spraying three times in the first week of September he'd be on the hook for a new lawn that would cost alot more than $45.  I spent $50 on weed killer because their only solution was excuses.  This is not my first lawn and not my first home but my third and this is the first issue I have ever had with terrible lawn service.  A friend of mine uses an individual for their lawn and that person said they have one of the worst reputations in the business for ripping people off.  
  
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

  e last two attempts to spray which would have killed the lawn. By mid-September I stopped service and purchased two types of weed killer spending $50 to treat the area. IMO, we are even. The owner came to my home with no desire to resolve the issue, claiming browning. I have a vm msg where they claim it was excessive rain. Make up your mind. Also, didn't care that a customer can't communicate with his employees because he said "its hard to find people who want to work." I would not have continued a second season had I known they were having staffing probIems and I would have to work so hard to have lawncare. Satisfaction guarantee is bogus. I'm in collections over $45. What is the end

  Business Response

  Date: 02/07/2023

  Mrs. Called in June and said that her lawn is yellow, she has irrigation system and is watering.  Our field manager went out and found the lawn was very wet, felt overwatered, was spongy in areas, he took multiple photos of her entire lawn, even pulled up a piece of grass and diagnosed that the lawn had a fungus.  With our hot and humid weather fungus is a very common problem in May and June for our area.  He also took a photo of the height of the grass which was well below 4" which is the  proper height to mow the lawn, cutting the lawn shorter can cause additional stress to the lawn that is already stressed with fungus.  7/22 Mrs. called and stated that one side is yellow and she is now seeing an excessive amount of weeds on that side so it appears that we didn't spray any of the side yard.  She also said she saw someone come a few weeks ago to look at lawn he whipped into the cul de sac and turned around and left.  Our field manager spoke to Mrs. Witte and went over her concerns and stated he would have the technicians spray more thoroughly, he also suggested the fungicide program.  Said that side is very wet must be some sort of drainage issue or overwatering because the lawn is extremely wet.  Mrs. was very upset that the technicians didn't speak English and that is why the weeds never went away.  She even told our owner in October "I know you're not paying them anything to do this" (referring to our Hispanic workers), he then explained that is NOT the case we pay all of them prevailing wage.  We do not have staffing issues, we were fully staffed all season, however as we told her since we cannot attract people locally we have had to expand our search regionally.  We told her that she can call our office and speak to them or a manager anytime she has any questions or concerns and they would be more than happy to come out and meet with her.  We would then pass the information on to our lawn technicians.  We offer free service calls and we tell everyone if you have 1 weed or 20 call, text, email and we can have someone out within 24-48 hours to get them sprayed for you.  This is a partnership and we provide a service and apply the treatment to the lawn.  We are on the customers lawn every 4-6 weeks, they see their lawn everyday so if there's a concern you just have to call us and we will come out and spray.  Cutting the grass taller also allows for the ground to be more shaded, thus keeping the weeds down.  There are many variables as to why there are weeds in the lawn.  Yes, we did have 14" of rain at the end of July in a very short amount of time and after the drought that we were in this caused the weeds to pop.  It happens were dealing with mother nature.  Mrs. refused to listen to anything we said and was very upset and certain that all of the issues were because we didn't hire English speaking technicians.  Our Spring Green guarantee is if you are not satisfied we will refund the last application which I did refund one of the applications she owed us for, however she was past due on her account at the time so there was still a balance of 45.00 on the account.  We explained this to Mrs. and she refused to pay it and we told her we would have to send it to collections at which time she told us if we did she was going to the BBB.  I have additional photos of Mrs. Lawn as well it just wont allow me to add anymore showing that it was not full of weeds as she claims and also showing the discoloration of the lawn caused by fungus.  We offer a fungicide program to combat this.  

  Business Response

  Date: 02/09/2023

  We offer Free service calls and in looking at the service history we did come out at no charge July 28th & August 21nd

  Aug 26th we performed your Next scheduled visit. to get you back on a consistent service schedule. I have no records of any visits the 1st week of Sept. Our guarantee is that is your not satisfied with our service we will refund you your last visit. We did this on October 17th.