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:12/04/2024

  Type:Customer Service 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.

  Your representative came to my home today and completed the front and back yard in less than 5 minutes —- from my videos and time stamps there no chance he did my compete yard …time stamps : front yard 848 am backyard 851 am garage 851 this was a super quick job lmao ….. not paying for this service at all. Videos and photos to support this fraudulent activity

  

  Business Response

  Date: 12/17/2024

  We are writing in response to the following complaint regarding lawn care services performed on November 26, 2024. We pride ourselves on delivering quality service and maintaining customer satisfaction, as evidenced by our 40+ years in business.
  

  The customer expressed concerns that our representative completed work on both the front and back yards in an insufficient amount of time. While we did not receive the referenced videos that the customer recorded and are not sure what the photos referenced with this complaint are trying to show us, we take all customer concerns seriously. To that end, and in the interest of maintaining goodwill, we have issued a full credit for the service in question in the amount of $88.81.
  

  Customer service is of the utmost importance to us, and we strive to uphold the trust that our customers place in our company. This resolution reflects our commitment to addressing any dissatisfaction promptly and professionally.
  

  Thank you for your time in this matter. 

• Initial Complaint

  Date:10/30/2024

  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.

  Grass Masters came to my house on 10/17 to do a lawn treatment. I have cameras all over my house and looked at them. The gentleman did not do the service on the back lawn which is 2/3 larger than the front. I even made sure that the gate was unlocked for him. I called the company because the bill was in the mailbox and let them know. She told me she would call and find out why Jo did not complete the job and call me back. After four days I had not received a call so I called them to let them know to cancel my service which I have been with them for over 4 years and that I would pay them half the amount that was due since I got half a job. The girl I spoke to told me that I could not do that that.They're lowest.Job was $30 and I had to pay that.I told her no I would not pay that because I did not get $30 worth of work.She said that.That's all they would accept.So I informed them that I would not do that. I looked at my account today and it says I owe them 37.50. I don't understand how a company can ask a customer to pay for a job they did not get. I'm more than willing to pay$22.95.

  

  Business Response

  Date: 10/30/2024

  I am writing in response to the complaint filed by our customer regarding the lawn service performed at their property on October 17th. We appreciate the opportunity to address this concern and provide clarification on the circumstances surrounding the service.
  

  On the day of the service, our technician reported difficulty accessing the back lawn due to an issue with the gate, which the technician believed to be locked at the time. This resulted in only the front & side lawn being treated. Despite our technician’s understanding that access was limited, we understand from the customer that they had ensured the gate was unlocked, and we apologize for any miscommunication or inconvenience this may have caused.
  

  Our company policy includes a minimum service charge of $35.00, which helps cover the materials, labor, and transportation costs associated with each service. However, as a courtesy and in consideration of the incomplete treatment, we are happy to apply a credit of $14.41 to the customer's balance, as requested. Our records now reflect the revised amount of $22.95.

  We hope they will consider reinstating their account with us. We are committed to upholding the quality and reliability our customers expect, and we look forward to the opportunity to serve them again in the future.

  
  

• Initial Complaint

  Date:09/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  Entered by BBB staff LO Consumer states the business had an arborist at the neighbors house behind his home. The business sprayed chemicals and destroyed the consumers garden. The consumer called the business and asked them to send them the safety data sheets for the chemicals they use. The consumer found out the chemicals they use are extremely poisonous and he had to throw away everything in his garden. The chemicals are ****** **** ** manufactured by ******** *** ******* * ************ ** *** ***********. The business told them there was nothing they can do and offered a $40 lawn treatment.

  

  Business Response

  Date: 10/03/2024

  I am writing in response to the complaint filed by a customer regarding our recent service involving a tree & shrub application at their neighbor’s property.
  

  On September 26, 2024, we spoke with the customer after they requested the Material Safety Data Sheets (MSDS) for the chemicals used on their neighbor's trees the day prior on September 25, 2024. After our first conversation on September 25, 2024, our licensed arborist, who has over 20 years of experience, confirmed that he did not spray onto the customer’s property or garden. He has been servicing their neighbor's trees throughout the season without any incident.
  

  In an effort to address the customer’s concerns, we offered a complimentary lawn care application to appease him. Additionally, we suggested that we could provide advance notice before servicing their neighbor’s property in the future, allowing the customer to cover any plants if they had concerns. Unfortunately, the customer was not satisfied with this offer and requested further compensation.
  

  When I inquired if he had any evidence, such as video footage or other means to prove that our chemicals had affected his garden, he indicated that he did not. I then recommended that he consider soil testing to determine if any of our chemicals were present in his garden soil. Should this testing confirm the presence of our chemicals, we would be open to discussing further compensation.
  

  We are committed to maintaining a high standard of service and safety and appreciate the opportunity to clarify our position on this matter. Please let me know if you require any additional information.
  

  Thank you for your attention to this matter.

  
  

• Initial Complaint

  Date:08/14/2024

  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.

  [[BBB transcription via mail, see attachments for complete complaint details]] I am being billed for lawn service that I did not authorize. The company claims this is an automatic renewable contract. We do not have such a contract for this agreement. I have not occupied this home for over a year.

  

  Business Response

  Date: 08/29/2024

  Customer had moved and never cancelled service. Removed charge as courtesy to customer. See credit memo attached.

• Initial Complaint

  Date:04/24/2024

  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 received an email that I owed $67.10 for a service I did not authorize. I emailed them back and they said I signed a contract which I did not. I went back and forth with ******* ******** who was rude and unprofessional to say the least. She said they came to my house on 3/29 and that they called also. I don’t have a record of a call and nothing was left in my door to confirm they were even here. She then said there is no contact that they automatically renew your service which is supposedly in their brochure which I did not receive when I received their prepay letter. Their service was terrible which is why I chose to go elsewhere. In prior year I asked for calls prior to coming which never happened and I asked them to not my account to say do not automatically renew. I was told there is nothing in my record. I was then threatened that this would be sent to collection if I didn’t pay. I chose another company to do my lawn. I have emailed back and forth with this person to no avail. I having nothing showing I signed up for Their service. Perhaps the owners of grassmaster need to take a look at their policies and come up with a better solution as having no contract or pamphlet signed I feel I owe nothing and don’t appreciate being threatened with collection.

  

  Business Response

  Date: 04/29/2024

  She had been a customer since 2017, and we called her ahead on 3/27/24 to let her know she was on the schedule. As a courtesy, the balance has been credited off, and the account has been cancelled as of 4/23/24.

  Thank you for your time. 

• Initial Complaint

  Date:04/03/2024

  Type:Customer Service 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 left a voicemail on the company's answering service on February 8th requesting cancellation of service and left my phone number and requested they call if a call was necessary to have the service cancelled. Three weeks later they serviced my lawn and sent me a bill. When I called to ask why my voicemail was returned if a call was needed to cancel. The woman told me I did not leave a voicemail and that it was my responsibility to ensure it's cancelled. After following up the call with 5 emails all which were ignored I emailed the branch manager ****** ********* a screenshot of my call history showing I called the company and was on the phone for over a minute on the 8th of February. Weeks later he replied saying there's no record I tried to cancel and that they will be charging me for the service. This is a sheisty business that ignores voicemails their customers leave so they can claim they have no record and charge the customer an additional service. I've attached the screenshot of my call history to this complaint. Don't do business with GrassMaster.

  

  Business Response

  Date: 04/09/2024

  We spoke to the customer on 4/1/2024 and he was issued a credit of $58.71. There is no balance due at this time. 

  Thank you for your time in this matter.

  

  Business Response

  Date: 04/09/2024

  We spoke to the customer on 4/1/2024 and he was issued a credit of $58.71. There is no balance due at this time. 

  Thank you for your time in this matter.

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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.

  After telling this company to not call me at work, they continued to try to contact me at work for a lousy 71.00. This violates my civil right to privacy and this company will be reported to the ******** ******** for aggressive business practices. There employee Elizabeth is rude, unprofessional and inconsiderate of anything you tell her.

  

  Business Response

  Date: 10/13/2023

  This customer needs to provide us with updated contact information, the only contact information we have is the number she provided, which is the number we were calling. As of 10/13/23 this customer is paid in full and up to date. If she would like to update her contact information with us she can reach us at ************ or TOLL FREE at **********. Please see attached document for the phone number provided by the customer upon signing up for services. 

  Thank you, 

  ***** ****** 

• Initial Complaint

  Date:05/25/2023

  Type:Customer Service 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.

  Please see the email chain that shows I was not given notice to when services would completed. I requested to make an appt for the service and the company was to notify me of the date. This did not happen they just showed up and did the work. I did not sign a contract and I did not agree on them coming without a scheduled date.

  

  Business Response

  Date: 06/08/2023

  The customer clearly stated that she wanted to set up the appointment for the service to be done. Our service manager then asked her is she had anything that would need to be marked such as a spinkler system or a dog fence. Not sure what there is to discpute in this instance. The balance is due at this time for services requested, then rendered. Thank you for your time in this matter. 

• Initial Complaint

  Date:07/05/2022

  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.

  Last year I made a single payment for a season of yard spraying from Grass Master Inc. I was very disappointed with the lack of results. This year I opted to use a different service from a different vendor. However Grass Master Inc. came out and sprayed my lawn without my consent and sent me a bill. I called them and left a message with no response. My second attempt was successful in getting someone on the phone, I complained and requested my account be credited. I fully explained that I did not request their service this year, mentioned i was very dissatisfied with the service they provided last year, and to please credit my account for the unauthorized spraying and close my account. I continue to receive a bill for this years unauthorized spraying. When I signed up last year I made it very clear that this was for a single season only. I am hoping that you can assist in the reversing of the bill for the unauthorized work and the closing of my account. I don't believe a business should be able to provide an unwanted, unauthorized service and send you a bill. I will be happy to discuss this issue further.

  

  Business Response

  Date: 07/18/2022

  The following customer signed up with us on 5/5/2021. At that time, we sent out a welcome packet that clearly states our services automatically renew along with the today's service leave behinds that were left at the door after each application. We also mailed out a scheduled service letter in January that clearly states "these are your scheduled service for the 2022 season". We also sent out an automated call ahead two days prior to the application to let the customer know they were on the schedule. After reviewing our automated call ahead records, someone picked up the phone and listened to the automated message for 26 seconds which was plenty of time to hear the full message. I attached a screenshot of our automated systems record of the call. At this time, we feel we gave ample time for cancellation between the letters, leave behinds and call ahead where the customer could have cancelled the service if not wanted. 

   

  Thank you for your time in this matter. 

  Customer Answer

  Date: 07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  
  

  First of all I never signed any agreement accepting these terms, or any document of any kind. 

  Furthermore they never disclosed these terms prior to when I signed up on the phone, by their own admission.   

  Did they provide a copy of their terms for your review?  Do they have any proof of receipt the documents they are mentioning? 

  As I said, they just came out and sprayed my lawn and sent me a bill without any authorization.

  
  

  Please feel free to call me with any questions you may have.

  
  

  **** *****

  

  Business Response

  Date: 07/19/2022

  Attached is a couple of the documents in question. 

   

  Thank you for your time in this matter.

• Initial Complaint

  Date:06/14/2022

  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 several occasions I had left messages with different numbers that I had I file in my phone over this past offseason 2021-2022 before the season started, and sent back texts to automated messages to cancel my services for this 2022 season as i am with another company now and was not at all satisfied with Grass Master.. so they continued to put down the first application of fertilizer anyway and burnt my lawn because I already had it done.. then they continue to call and harass me , Crystal calling me a liar and that there is no way I could have cancelled and she would continue to call and Email me saying I stilled owed for the first application $41.00 and would send it to collections.. all the while insisting that their system would have gotten the cancellation basically calling me a liar over and over again. Crystal She said your account just automatically renews into next year even if you don’t agree or sign up for next years service which I believe is poor and bad business practice in itself.. regardless if they got the message or not of me canceling, the fact remains I was not satisfied as a paying customer with their company all along.. Thus continually calling and E-Mailing me and telling me I’m basically delusional and a liar that I canceled with them all over them coming onto my property without my consent and spraying down dangerous chemicals onto my lawn over $41.00 is straight up Ridiculous and harassment of unreasonable proportions .. Farther more I have expressed dissatisfaction many occasions throughout my time without any apologies or resolutions… They don’t seem to believe that in business there is such a thing as customer satisfaction!?

  

  Business Response

  Date: 07/05/2022

  Our services do auto-renew from season to season which is stated in our welcome packet and our leave behind notices after each application. We also send all of our customer's a scheduled service letter before each season begins. The customer stated there were emails and calls from us. The only emails and calls on record for this season were our automated collection messages and the call where the account was cancelled. If there is any other correspondence the customer would like to share, we would be interested in seeing it. Regarding the customer stating we "burnt" the lawn last season, this was not the case. We sent out a service manager to review the lawn and diagnosed that the lawn had many grass types and at the time had a fungus called Red Thread. We recommended a fungicide and an aeration and overseeding in the fall to introduce a better and more consistent grass variety to the lawn. These were our recommendations, however the customer chose to not add any of those services. According to our records, we received the balance due in question and the account is paid in full and was cancelled as of 6/13/2022. 

   

  Thank you for your time in this matter.