Complaints

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

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  Groundhog Turf Care

  8 Bowers Rd Derry, NH 03038-4279

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  Groundhog Turf Care

  PO Box 1316 Londonderry, NH 03053-6316

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:09/18/2023

  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.

  I was a client of Groundhog Turf Care for several years. In May of 2023 I notified their customer service department that I was having my lawn renovated and that I needed to put my turf maintenance program (i.e., fertilizer, weed control) on hold. I specifically told the customer service department that I would contact them when I wanted to resume service. On June 6, Groundhog made a lawn application without my permission or notifying me. I immediately contacted Groundhog Customer Service to let them know how upset I was about them disregarding my very clear instructions. I informed Groundhog that I would not pay for a service they delivered against my wishes. There was the potential for significant damage to my newly seeded lawn because of the fertilizer/weed control applied. Fortunately, there was no damage. Because of this situation I canceled my account with Groundhog.
  
  They did not reverse the charge to my credit card so I contacted my credit card company and filed a claim and the credit card company reversed the charge. Initially, Groundhog then reversed the charge and I had a $0 balance, however, they reversed the charge again and are now sending me invoices for the $118.61 service. When I received the first invoice I responded in writing with the details of the situation and indicated I would not be paying the invoice. They continue to send me invoices.
  
  I am asking Groundhog to reverse the charge of $118.61 and stop sending me invoices. This is bordering on harassment.

  Business Response

  Date: 10/02/2023

  Groundhog Turf Care response. 

  Mr. ***** confirmed his services for the 2023 season on February 24, 2023 at that point he mentioned that he may be seeding in the spring to which we asked that he reach out as he would be scheduled to be treated as normal and we would need to switch our treatments to starter fertilizer for the new lawn.  He let us know at that point that he would call.  on May 1, 2023 called to say that he is getting quotes to do a complete lawn renovation and asked that we place the account on hold until the renovation was complete which we did.  On May 9, 2023 Mr. ***** called to let us know that the renovation would be taking place on May 17, 2023.  We let him know that the lawn would be ready for starter fertilizer approximately 2 to 3 weeks after that as the fertilizer mixed in the hydroseed would be used up by then and that we would be out to take care of that.  On June 6, 2023 we applied that starter fertilizer to his property.  On June 7, 2023 Mr. ***** called stating that another company applied starter fertilizer already.  He did not state when, what the mineral break out was, or how much they applied as he had no idea.  He said he isn't paying for the treatment, but because he signed up for auto-pay his credit card was charged immediately after the application.  We reviewed all notes in our history, went out to assess the turf after the application for stress and found none, and deemed that Mr. ***** did not cancel his service and was aware that we would be out to complete the starter fertilizer treatment and that the invoice was owed.  At that point we declined to refund his money and he canceled his service.  On July 25, 2023 he filed a chargeback with his credit card company and they refunded him, automatically debiting our account.  At that point we reapplied the balance to his account and placed the account on credit hold, where it will continue to accrue interest until going to collections.  

  GHT has completed the work in good faith and will not write off Mr. *****'s bad debt balance.  

  Customer Answer

  Date: 10/03/2023

   
  
  Complaint: 20615091
  
  
  
  I do not accept the business's response as a resolution to my complaint because: While some of the response they provided is accurate, they missed the main point. When I notified Groundhog that I was putting my service on hold to renovate my lawn, I explicitly stated that they should NOT conduct any other treatments until I contacted them to restart service. I specifically told them that my renovation did not have a firm date due to the weather and the availability of the company I used for the renovation. They ignored by request. They put a date in their system that was of their choosing, not based on my direction. I will not pay for a service when they completely disregarded my direction.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 10/05/2023

  Mr. ******* response is the one that is mostly incorrect.  He did ask to have the account placed on an indefinite hold to which we told him that was not an option.  Our CRM system requires an end date to a hold within a specific timeframe.  We offered him two options, to hold through a specific date or he could cancel his service and call us to reinstate at his convenience, however, if he canceled he would lose his grandfathered rate.  He chose to hold through a specific date to maintain his rate of service.  The balance will remain on the account until the invoice is paid in full.