Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying ****** Hurst $80/quarter for the last 2 years to fertilizing my flower beds, trees and shrubs around the house but everything is dying. I asked him how he was fertilizing (with fertilizer out of a bag or a spray fertilizer) because everything was dying and I wanted a refund, he did not take too kindly to that. I told him he could call me to discuss, but he would only text and said that he absolutely would not give me a refund because he was "fertilizing" my flowers and said that he does not deal with "unreasonable people". So, after 2 years of service, I could not get the courtesy of a simple phone call to discuss my issues. I have pictures to show what they look like after 2 years of "fertilizing" by ****** Hurst. 1 pic shows an open area where 2 roses died and I had to pull them out myself. The only reason why you will see any green stems or leaves is because in March 2024, I bought fertilizer from ********** along with coffee grounds and fertilized all of my plant beds myself. I also had to pull the rock away from the base of each plant and pull weeds. He also was fertilizing my lawn, but for some reason failed to tell me about a patch of grass that was dying along the side of my house. I had to ask him why he didn't tell me about that so I could check on the sprinklers to see if there was a problem. He said any problems were listed on the invoices. However, no invoices show there were any problems with the flowers or grass. I had my sprinklers checked in Sept of 2023 to make sure all of my shrubs, flowers and trees were getting plenty of water, but that is always his excuse...they are not getting enough water. Not that he isn't actually fertilizing. Very disappointed! 1 pic is of the shrubs on one side of the house, which looks like they are dying even though they are "being fertilized" by Hurst. And yes, they are getting water.

  Business response

  06/25/2024

  This customer in particular contacted my company approximately 2 years ago in need of the turf and ornamental services we provide. I myself obliged Mrs. ***** and provided her with a fair estimate to do bimonthly lawn applications including fertilization, insect and weed control. Her landscape plants had been recently updated and installed by another company in which she was displeased with. Apparently there was a dispute regarding the rock color so I know the landscape company filled the beds with more rock to even the color. This having nothing to do with Hurst lawn of course. The customer accepted my proposal and we began services. Over the past 2 years my company has been utilizing granulated products at least 50% of the time plus liquid fertilizers, plus insecticides, fungicides and miteicides to combat problems as they've occurred. This property in particular has always shown signs of overwatering as you can see from the photos of roses and xorias with **** and leafspot fungus. The lawn is habitually lacking color and vigor from overwatering and low mowing height. None of this is under care or control from my company. Notations have been made on technicians written invoices but unclear whether they were all relayed via email once invoices were sent out. I don't read her emails of course nor do I personally send them. I have had continuous text communication throughout our business relationship with this homeowner regarding any and every issues or questions she had. Over the 2 years I've not recieved a single complaint from her through my office nor phone call or text. She as well as most others have my personal phone number to contact me with any issues they may have. Up until 2 weeks ago I assumed the homeowner was content with our services. She sent me a picture of a dry spot in her lawn which I identified as drought damage. Central Florida just came out of a 2 month drought span reaching 105 on several occasions. It's inevitable under irrigated spots would die off. Again I don't live there. I visit once every 2 months to perform the lawn and plant services she hired us to do. Any irrigation work from 20+ months ago would seemingly be outdated null and void to the conditions existing at that particular time. I encourage monthly inspection and adjustments to the current weather conditions as they will continually change in our area. Setting and forgetting is poor management practices by the homeowner. Asking for a full refund for services already provided, products tome and labor already expended is quite ludicrous. It's obvious this homeowner had means to contact me personally at any point as she's done so in the past , and discuss any concerns or issues. She did not. She simply contacted the office wanting an explanation of what products we've been using. She was given basically the same answer as above. She then contacted me personally requesting the full refund for the 2 years of plant service. Informed me she would cancel all services if we didn't meet her demand so I canceled her services. No refund will be rewarded. My phone is always on and I tend to my customers 7 days per week including holidays. Hurst Lawn and Ornamental is a small, locally owned business that prides itself on customized programs for each individual homeowner and commercial properties. Our reputation is our foundation. 

  Customer response

  06/27/2024

   
  Complaint: 21882741
  
  I am rejecting this response because:  On June 19th, (in a text) I asked ****** if he fertilizes our flower beds and shrubs around the house.  His response "I'm not sure, you would have to contact **** at the office and ask her what services we perform on your property." But in his response to my complaint to the BBB, he was adamant that he fertilizes our plants and shrubs every 2 months for the last 2 years.  How does a professional forget what he's been doing every 2 months for over 2 years on the same property?  How does a professional in lawn and plant services charge someone to fertilize plants that are clearly dying.  At no time did he ever bring any problem or issue to my attention regarding my lawn or plants.  And when I did bring it to his attention, he became defensive and rude.  He didn't even call me to discuss the issues so we could try to figure out a solution.  I would have been willing to take less of a refund.

  Hurst said "This property in particular has always shown signs of overwatering as you can see from the photos of roses and xorias with **** and leafspot fungus. The lawn is habitually lacking color and vigor from overwatering and low mowing height."  At no time did he bring this to my attention so I could try to address the problem, but he kept charging me for his services.

  Hurst said "Notations have been made on technicians written invoices but unclear whether they were all relayed via email once invoices were sent out."  I have never received any "notes" from him or a technician regarding any problems or issues with my lawn, plants, shrubs, or trees, but he kept charging me for his services. 

  Hurst said "I visit once every 2 months to perform the lawn and plant services she hired us to do."  "Over the past 2 years my company has been utilizing granulated products at least 50% of the time plus liquid fertilizers, plus insecticides, fungicides and miteicides to combat problems as they've occurred."  According to the invoices (see attached), plant services are rendered **** **** July, Sept.  So, how is he fertilizing with granulated products and using insecticides, fungicides and miteicides every 2 months on my plants, trees and shrubs if they are to be rendered only 4 times per year?

  Hurst said "She sent me a picture of a dry spot in her lawn which I identified as drought damage."  Again, he did not bring this to my attention, I brought this to his attention.

  He did fertilize our lawn (not plants) with granular and spray fertilizer, I actually saw him fertilize the lawn, but not the plants, shrubs or trees.  I've never asked for a refund of all services, just the plant services that were not actually provided, which from Sept 2021 to now totals $880.

  
  Sincerely,
  
  ******** *****

  Business response

  09/16/2024

  After reviewing your concern, we have confirmed that each service outlined on the invoices provided to you was obvious and delivered during each visit. I have included invoices emailed showing which months the plants were treated.
  The treatment needs of a lawn can vary depending on the time of year and specific conditions of the property. We tailor our services to address the unique needs of your yard at each visit, ensuring we provide only the treatments necessary for the health and maintenance of your lawn at that time.
  Regarding your request for an $800 refund, we believe this amount is unreasonable, as all services were completed as agreed upon, and no discrepancies were found in the delivery of treatments. We remain committed to resolving this matter in a fair and respectful manner and would be happy to discuss any specific concerns you may have about the services rendered.
  Thank you for your understanding, and we look forward to resolving this matter.

   

  Customer response

  09/16/2024

   
  Complaint: 21882741
  
  I am rejecting this response because: there were clearly discrepancies found and if $800 is unreasonable, please let me know what is a reasonable refund for you.
  
  Sincerely,
  
  ******** *****

  Business response

  10/29/2024

  Ms. ***** has received an invoice every time we completed a service with the type of service listed on it via email.  And upon request can have them delivered to her door with the names of the products used or via email.  I can provide copies of completed work orders with products used attached but have to drive to the storage unit and pull them.  I have attached the invoice she received with services listed on it and the schedule of services. The plant service is also done during specific months also listed on her invoices.  ************ depending on the time of year and what her lawn and plants require at the time is individually tailored to her property so one month it may need granular and the next liquid treatment.  *************** are listed on the work order and available to her at any time.  

  Customer response

  10/29/2024

   
  Complaint: 21882741
  
  I am rejecting this response because: ****** can say he completed everything, but the results show that he did not.  
  
  Sincerely,
  
  ******** *****

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