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:10/16/2024

  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.

  We sold our house in August and canceled this service several times in several ways. They continue going to the house and treating the lawn with new owners residing there. Top Turf was told the house was sold, they were told we were canceling the service and to stop providing the service permanently. They continue to come to the house and bill me. I want to emphasize that they were told to STOP several times.

  Business Response

  Date: 10/17/2024

  Thank you for sharing your experience with us. Im truly sorry for the confusion and frustration this situation has caused. We take cancellation requests very seriously and always aim to process them promptly. While we dont have a record of your cancellation conversation as all phone calls are recorded, we want to resolve this matter amicably. We will close your account and ensure its not sent to collections for the chargeback. Regarding the refund, since the payment was charged back, we arent able to issue a refund.

• Initial Complaint

  Date:03/14/2023

  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.

  Fraudulent billing practices after cancellation of services, May 2022. I cancelled the final service out of dissatisfaction with the service and I also cancelled future treatment. **************** disputed the charge and there was no other action on Top Turf's behalf. I did not receive a follow up concerning my questions my cancellation. The person who answered the phone stated she sees in the records that I cancelled the last service but not the entire service. The charge was not approved and therefore I had it reversed. They are pursuing this with a collection agency.

  Business Response

  Date: 03/14/2023

  We regret to learn that the level of service you received did not meet your expectations. We take all feedback seriously and strive to ensure that our customers have the best possible experience with our services. We apologize for any inconvenience this may have caused you. Please note that although your application was cancelled, your entire service was not terminated. We understand that you have disputed the charges with your creditor and received a refund, however, we would like to emphasize that these charges are valid and remain outstanding. Your creditor's decision to release you from liability does not absolve you of the responsibility to pay for the services rendered, and a balance of $67.50 remains outstanding. We have placed your account in collections and would like to request that you settle the outstanding balance as soon as possible. We value your business and hope to continue our relationship on a positive note. Please let us know if you have any further concerns or questions.

  Customer Answer

  Date: 03/14/2023

   
  I am rejecting this response because:I do not believe it is the fault of the consumer that the customer service agent did not cancel as I requested. I made it very clear that I wanted the entire service cancelled. What would be my gain for not paying what I owe. I don't have a track record for not paying my bills. I do not have difficulty making requests. The costumer service agent verified my request asking if I wanted the future service. I told her, I did not. I suppose she made a note of this or inaccurately noted my request. I'm not sure why Top Turf  acting like I did not notify them immediately of the error via email as soon as I received notice of the billing, I notified them that I had cancelled the service last year.  It has been my contention that I discontinued the service prior to the last application. 

  Business Response

  Date: 03/15/2023

  We apologize for any inconvenience caused. Please be advised that all phone conversations are recorded for quality and training purposes. However, we have reviewed our records and could not find any evidence of a call requesting the cancellation of the program. In order for us to assist you further, could you please provide us with the email address to which you sent your cancellation request? Thank you for your cooperation.

  Customer Answer

  Date: 03/15/2023

   
  I am rejecting this response because:

  As you are well aware, I never stated I emailed the office to cancel services. I called and spoke to one of your agents. I am aware that you have stated you have no phone record of my cancellation. Someone from your organization said they have no record of my email address nor my phone number. Either way, I called the same number to cancel the routine lawn care services and the services were cancelled as requested. There was never an email sent.

  Additionally, I misspoke in my complaint. The service was discontinued/cancelled in the Fall of 2021. It was after an email concerning the treatment in 2022 that I notified you all of the problem and alerted American Express.

  We can move forward as both parties can not agree.

  I am left with no other options other than to file a formal complaint in court against your fraudulent business practices and to seek relief from the $67 debt.