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:03/07/2025

  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.

  To Whom It May Concern,I am filing this complaint against Dons Lawn and Pest after over 20 years as a loyal customer. My frustration stems from a recent incident where the company lost a $40 check I mailed for services rendered, only to threaten me with collections over their own error. This situation, compounded by their chaotic new accounting procedures, has eroded decades of trust and prompted me to warn others about their declining reliability.For more than two decades, I relied on Dons Lawn and Pest for consistent lawn care, paying every bill by ebill by check, as I did for the $40 invoice in question. In February 2025, I dispersed my payment well before the due date, as always. However, I later received a notice claiming non-payment, followed by a **** threat to send me to collections unless I paid the $40 again. When I explained that the check had been sent by email and likely lost due to their internal mishandlingI was met with dismissiveness and no effort to investigate.This incident is not isolated but part of a broader pattern since Dons switched to new accounting procedures in recent months. The transition has been a nightmare: invoices arrive late or not at all, random text messages, payment confirmations are inconsistent, and customer service has plummeted. After 20 years of transactions, Im now treated like a delinquent over their mistake. This is unacceptable from a business Ive supported so faithfully.I seek a resolution that includes: (1) an immediate retraction of the collections threat, (2) acknowledgment and correction of their payment processing error, and (3) a formal apology for the distress caused. Beyond that, I feel compelled to caution othersDons Lawn and Pest has lost its way, and their disregard for long-term customers is a red flag.Thank you for your attention to this matter. I hope the BBB can encourage **** *o address these issues and restore accountability.Sincerely,**** *****

  Business Response

  Date: 03/14/2025

   Formal response from Dons Lawn. Mr. ***** had been a long time customer of Dons. His history of payments with our company have been consistently 2 months late. So we have recently decided to scale back our leniency on past due customers, as our service is due upon receipt. We do let our customers know that they will be sent to our collections agency once they are 52 days past due. I will include all of our communications with Mr. ***** for review. We never received a check for services rendered on 1/16/25, so our collection process began. Text messages sent on January 30th, February 14th, February 24th, March 1st and twice on March 7th, with no response until March 8th. This is when Mr. ***** proceeded to start threatening us with defamation.We called Mr. ***** 3 times,once on February 14th and left a message, once on March 3rd and left a message and one more on March 7th and left a message. We never received a call back from either of Mr. ***** numbers on his account.We also sent emails on January 30th, February 14th, February 24th, March 1st, and March 7th. I have included a screenshot of the emails sent that he opened and we still got no response until March 7th.We did finally receive a payment from Mr. ***** on March 11th, in the form of a check sent from his bank, that was processed and dated on March 7th. We deposited the check on March 11th. Mr. ***** was the aggressor in this situation. We tried every way possible to resolve this situation before any collection verbiage was used. He did not get sent to our collections agency because he sent in payment after our last attempt.We strive in every way to take care of and communicate with our customers. Our mantra is We kill weeds and create crazy happy customers. A quick glance at our 4.8 ****** rating on almost ***** reviews indicates that we fulfill this mantra that vase majority of the time. Sure, we drop the ball on occasion but in this case it was Mr ***** that dropped the ball and blamed us for it.