Complaints

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• Initial Complaint

  Date:07/28/2022

  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 issue started 2 years ago, I paid up front for a years worth of lawn care with them and cancelled with them at the end of that year because I was moving away from that address. I did not hear anything from them for nearly 2 years and in April 2022 get a bill from ******** ****** ******** for $111.60 - 3 additional lawn treatments I never authorized. I received emails from them throughout my year service, but apparently those 3 bills were sent to an incorrect address - somehow. I contacted who I believe to be the manager or owner - Scott and he has not communicated once to me. In April 2022 Scott had his receptionist or billing person call me and I tried to explain to her the situation. She said Scott was on vacation at that time but she would speak to him and get back with me. No one got back with me even though I followed up with Scott through text multiple times. Now their collection agency has hit my credit report and affected it negatively. They are trying to make a customer pay for their mistake in not cancelling out the contract and not sending bills to the correct email address which they did have on file.

  

  Business Response

  Date: 07/29/2022

  Thank you for your message, Mr. ********.
  While we would rather handle these types of situations directly, we are happy
  to have the BBB mediate this correspondence as you so wish.  However, the message we received from the BBB
  did not cover the same topics as the conversations we had with you earlier this
  year.  So this response is an attempt to
  help you remember the things that were previously told to us.

  After speaking
  with our customer service representative in February, you called again on March
  1st of this year and told our representative that you wanted the
  account to remain active, but switched over into the name of the people who
  were renting your property and asked us to start billing them directly. Our front
  desk staff then forwarded your message to our collections manager, who called
  and spoke with you later that day on March 1st.  During the course of that conversation, she
  explained the services that were done and confirmed that the account was now
  cancelled; you told us that your Renter was supposed to be taking over the
  services and apparently never did. You ended that conversation by telling us
  you would contact those Renters and “get it straightened out”. The next time
  you spoke with our collections manager was on April 26th, where you
  told us you would not be paying and once again said that your Renter “Sherman”
  needed to pay us. You again asked us to transfer the debt into his name and
  offered to give us his contact information. At that point you were firmly told
  that we could not accommodate such a request; since you were the person who
  hired our company, you are the only person liable for the cost of those
  completed services. At this point your account has not only been closed, but
  also turned over to the ******** ****** ******** collection agency for
  non-payment. We regret to have our business relationship end in such a way,  however we never received any written
  cancellation request to stop the services (which is required and stated on all
  our materials) nor did you dispute the services in any earlier discussion. We
  recommend you contact ******** ****** ******** to speak with them about the account,
  as GrowinGreen no longer holds that debt.

  Customer Answer

  Date: 08/04/2022

   I am rejecting this response because:
  
  This business is straight lying.  There has been 0 communication between myself and this business other than my aforementioned texts to Scott and 1 phone call with his receptionist/office manager/billing person that he had call me.  This communication was initiated by me to Scott on April 22nd of this year.  Before April 22nd of this year, I have had 0 communication with growingreen since roughly July of 2020 when I called and told them to cancel all my treatments after my years worth was complete that I paid for up front.

   

  Every statement in their response is a lie since I've tried contacting Scott many times and have heard nothing back other than the 1 phone call that was referenced in my initial email and was told there would be follow up which did not happen.  Its obvious they had not intent to handle this directly with me.  This business is not acting reputably.  I maintain they shifting the responsibility of their mishandling and mistakes to their customer. They have resorted to ceasing communication with the customer and flatly trying to hurt that customers credit when there is push back to their shady business practices.

   

  Attached my correspondence.  I'd love to see their backup of our "conversations" in February and March of this year because I assure you this did not happen.  I'd also love to see their documentation of bill(s) being sent to me in a timely fashion since they knew I no longer lived at the property they are trying to make me pay for service for and they did tell me in phone conversation I believe on April 28 that they were sending them to email address ****************.

  Thanks.
  **