Complaints

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July of 2022 Royal Turf gave us a quote of $50.00 for weed and feed of the city right of way. They now claim that the quote was for $53.09 ( most quotes are even dollar amounts) and that they forgot to charge $3.72 for taxes. They are now billing us for $60.53 dated September 26, 2022. They had our credit card information while making the payment transaction.

  Business response

  10/24/2022

  Ms. called in late July to have us treat the city right away which they take care of on their property now and 1 more time this year. I quoted the Ms. $53.09 plus tax; tax on that is $3.72, with a total service amount of $56.81 for each service. Ms. gave me her credit card and I entered the amount manually, which they are all done that way. The amount entered was $53.09. The tax amount was still owing and would have shown up on a report and they would have eventually received a letter showing that outstanding amount. Ms.called back in September to see why we haven't treated and we advised her that her husband called to cancel the next application. Ms. *** to go ahead and do it and charge her credit card. She advised not to leave the invoice on the door and to email it to her. Mr. called in the beginning of October advising we charged him too much on his credit card. We advised him that the application was $53.09 plus tax totalling $56.81 and that the tax amount of $3.72 was added for the first application that wasn't charged.  I explained when the we charged the credit card the first time the tax was left off of $3.72 but the tax amount was still owing as we are required to pay that to the state. None of our quotes are usually even amounts as it's a calculation based on the square footage of the yard. 

   

  Customer response

  11/09/2022

  Royal Turf had our credit card in their possession and we trusted that they would charge us the proper amount including the taxes. They added this tax amount on the second application without notifying us that the taxes weren't charged the first time.

   

  It's not necessarily the charge amount that upsets us but the unprofessional way that the Royal Turf staff handled our complaint especially ******, who became very upset and hung up the call when I tried to address our complaint.

  Food for thought is to do the process right the first time to avoid later misunderstanding's and conflicts with customers. Better business practices were definitely missing with our experience with Royal Turf.

  Business response

  11/16/2022

  It's unfortunate that there are people out there that complain about something that shouldn't even be a complaint when they were told right from the beginning what the charges would be. We had a note on file not to service this customer again due to previous handlings and a newer employee gave them one more opportunity which they now understand why. They called after each touch point to complain about something. The Ms. would call and request we come and then the Mr. would call and cancel not advising the Ms. I don't think they communicated or one wanted the service and the other one didn't which was obvious. We will not service this customer again and if it takes sending them back the $3.72 tax amount that they owed and were advised of we will. As far as their comment advising it wasn't about the charge amount that upsets us it was the unprofessional way we handled it is a completely wrong. Please let us know how to end this and not have to ever communicate with this customer again. We feel sorry for their next victim. 

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