Complaints

This profile includes complaints for Mainely Grass's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mainely Grass

  288 S River Rd Bldg A Unit 3 Bedford, NH 03110-6815

  
• 

  Mainely Grass

  Tewksbury, MA 01876

• 

  Mainely Grass

  1050 perimeter road Manchester, NH 03103

  

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:01/02/2025

  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.

  On June 28th 2024 I contacting Mainely Grass about lawn service. I entered into an agreement for a total of $474 for ********* program. I then received a call from a sales person asking if i would like to add mosquito and tick treatment at the cost of $71 per treatment. The yard was treated a total of 3 times and the mosquito treatment was also just 3 times. They are now trying to charge me for a full season of services at almost $1000.00 total. To this date I have paid them $456.80. they are trying to bill me an additional $500. dollars. I have stopped paying due to the fact that they broke the contract when they did not due lawn service in sept. I called in Sept. and canceled and a few days later in Oct. they showed up and did another lawn service which I should not have to pay for either.

  Business Response

  Date: 01/06/2025

  Thank you for sharing your feedback. We genuinely value our customers and take all concerns seriously. Wed like to address the issues you raised in your review to provide clarity on the situation.

  
  1. On June 26th, 2024, you inquired about our services through our online Quick Quote form and later had a phone conversation with one of our Account Managers on June 28th to discuss options.

  
  2. On the same day, you finalized your service registration via our online portal, selecting installment billing for a ********* program totaling $559.20, spread across six installments starting on July 1st and concluding on December 1st. The $474 you a referencing, is what you had selected without the guidance of an Account Manager, this amount is not feasible considering the plan you were on. You did not select the mandatory fertilizer treatment that was included on this round. We tried to reach out to you on several occasions to discuss, but to no avail. 

  
  3. Subsequently, you added our Tick and **************** services, which increased your total service plan cost by $355.50. This was reflected in updated installment amounts of $164.30 per month, which covered all the services you selected, including ********* and Tick & ****************. The original estimate you received clearly indicated the per-application price of $118.50, ensuring complete transparency about the cost of these additional services.

  
  4. A Soil Test was added on July 3rd, for which you paid $35. When combining the *********, Tick and ****************, and Soil Test, the total contract amount for the year came to $949.70.

  
  5. Our records indicate that all scheduled services, including ********* and Tick & Mosquito treatments, were rendered in accordance with our service intervals.

  
  6. There is no record of communication from you in September to cancel services. Our logs also show no inbound calls from your registered phone numbers during this time.

  
  7. In October, our team performed a scheduled service as outlined in the agreement. If this service was not desired, we would have appreciated earlier communication.

  
  8. Beginning in October, we attempted to contact you more than 20 times via email and phone to discuss the status of your account after billing information was removed, but we did not receive a response until early December.

  
  We regret any misunderstanding regarding the service plan or billing structure. We are committed to resolving this matter amicably and ensuring you have a clear understanding of the services provided and the associated costs. If youd like to discuss this further, please dont hesitate to contact our team directly at **********************************************************************.
  Thank you for giving us the opportunity to clarify and address your concerns. We look forward to finding a resolution that works for everyone.

  
  Sincerely,
  ***** ********
  Director of Account Management
  ****************