Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pro Lawncare and Lighting *** provided lawn service for the past several years. In June of this year I emailed the company advising I had not received an invoice for services as usual. In August I emailed again advising the company I had still not received an invoice for services. August 7th the company called me stating I need to pay my invoice and that they sent an invoice for services August 7. August 8 I emailed again advising that I still had not received an invoice for services. The business/business owner called stating they were terminating the lawn services. By August 21 the business/business owner had called to harass and threaten people at my place of employment, left threatening voicemail messages, and sent a large number of threatening and vulgar text messages to me including ample evidence the business/business owner was actively engaging in online stalking including screenshots of past reviews my employer had received, a loan a business that has the same name as my employer apparently received, my bio pic from my employer's website, and threats about my coworkers and neighbors.

  Business response

  09/03/2024

  Hello,

  I wanted to provide some context regarding the cancellation of ********************** service. Our company issued monthly invoices via email, and when payments were not received, we made several attempts to reach ****************** both through his cell phone and office. Upon finally speaking with him, he expressed frustration that we contacted his office and claimed he had not received our emails. It's important to note that ****************** signed a contract outlining the requirement for monthly payments. Our crews also visited his property weekly, which should have served as a reminder of his payment obligations. Even if there were issues with receiving invoices, the signed contract clearly stipulated the monthly payment plan. We have always been willing to work with clients who face payment difficulties, and ****************** was aware of this. Although he has been a customer for several years, he has had a history of late payments. Despite this, we have never before had a complaint to the BBB in our 24 years in business. After the cancellation, ****************** did settle the outstanding payments. Thank you for your understanding. 

  Best regards,

  PRO LAWNCARE & LIGHTING INC.

  Customer response

  09/04/2024

   
  Complaint: 22190331
  
  I am rejecting this response because it is factually incorrect.  Multiple attempts were made on my part proactively informing the business that no invoice for services had been received.  Additionally, payments were made in excess of the monthly requirement during the time period the business sent invoices. As the business notes I had been a customer for multiple years. The business is factually incorrect in stating I had failed to make payments in previous years. I have always paid in excess of the amount due - i.e. satisfying multiple months payments - making 3 larger payments rather than 6 minimum payments.  The responses from the business upon learning they had failed to provide invoices for the services they were providing bordered between unethical and illegal.  The responses from the business including name calling with "Piece of Shit" and Loser on multiple occasions and multiple indications the business was actively engaging in internet stalking.  This all taking place within 2 weeks of the business finally sending an invoice after not sending an invoice the prior 3 months.  I am able and willing to provide the text messages and emails as proof of the business's involvement. 
  
  Sincerely,
  
  ***************************

  Business response

  09/12/2024

  Hello,

  We have received another letter indicating that ***************** disputes our response. It is important to note that ****************** never contacted us regarding his outstanding invoice. We have sent him 13 emails about this invoice (please see the attached information), and he has viewed it 22 times (also detailed in the attached documents). Additionally, we called ********************** cell phone and spoke with him on August 18. He requested that we send the invoice via email, which we promptly did that same day. After receiving no further communication, we followed up with a call to his office on August 19. At that time, we discovered he was three months behind on his payments and he continued to place the blame on us. We want to emphasize that we have never received a complaint from the BBB, nor have we ever had to discontinue service for a customer.

  Thank you,

  PRO ********************** & ********************** INC.

  Customer response

  09/13/2024

   
  Complaint: 22190331
  
  I am rejecting this response because the business's response is factually incorrect and irrelevant to the BBB complaint.  I have attached files of the email and text correspondence. A transcript of the email is as follows:

  -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  Invoice
  8 messages

  *************************;<*******************> Fri, Jun 14, 2024 at 8:03 AM
  To: Pro <**************************************>
  Hello - it doesnt look like weve received an invoice in a while?
  
  ***************************
  
  *************************;<*******************> Wed, Aug 7, 2024 at 6:10 PM
  To: Pro <**************************************>
  As a friendly reminder, this was the email I sent June 14, 2024
  [Quoted text hidden]
  --
  ***************************
  **************************************
  *******, *******; 60142
  
  
  ************
  
  ************************************** <**************************************> Wed, Aug 7, 2024 at 6:42 PM
  To: *************************** <*******************>
  Ok thanks! All good! 
  [Quoted text hidden]
  
  *************************;<*******************> Wed, Aug 7, 2024 at 6:55 PM
  To: **************************************
  I did not receive the invoice you said you sent via email when we talked earlier tonight.
  [Quoted text hidden]
  
  *************************;<*******************> Thu, Aug 8, 2024 at 5:24 PM
  To: **************************************
  Remarkable customer service. I send you multiple emails informing you that your business hasnt sent any invoices for services you already provided and your response is whats your problem? Good luck to your business with that approach. 
  
  
  
  ***************************
  
  On Aug 7, 2024, at 6:55?PM, *************************** <*******************> wrote:
  
  
  ?[Quoted text hidden]
  
  ************************************** <**************************************> Thu, Aug 8, 2024 at 6:01 PM
  To: *************************** <*******************>
  Hello,
  
  Again we sent the emails. Did you look in your spam?
  
  
  PRO
  [Quoted text hidden]
  
  *************************;<*******************> Thu, Aug 8, 2024 at 7:02 PM
  To: **************************************
  I checked all possible locations. The invoice you sent today was received. There was no invoice received yesterday. 
  
  ***************************
  
  On Aug 8, 2024, at 6:01?PM, ************************************** wrote:
  
  
  ?[Quoted text hidden]
  
  ************************************** <**************************************> Thu, Aug 8, 2024 at 7:21 PM
  To: *************************** <*******************>
  Ok 
  [Quoted text hidden]
  

  -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  To summarize:

  - I emailed the business June 14, 2024 (see attached BBB - email.pdf) stating, " Hello - it doesn't look like we've received an invoice in a while?"

  - I emailed the business again August 7, 2024 (see attached BBB - email.pdf) stating, "As a friendly reminder, this was the email I sent June 14, 2024

  - The business called me August 7, ******************************************************************* several months

  - I spoke with the business in the evening of August 7, 2024 advising the business they had not sent an invoice in several months to which the response was (we will send an invoice)

  - I checked later that night and still no invoice had been sent

  - I emailed the business August 8, 2024 (see attached BBB - email Aug 8.pdf) advising the business that no invoice had been received.  

  - The business called at 4:24pm on August 8, 2024 and started by saying, "What's your problem - it doesn't matter, we are terminating services at your address. You don't owe us anything"

  - I sent a letter (see attached - ************* Letter.pdf) via **** on August 20, 2024 summarizing the phone conversation from August 8, 2024

  - On August 22, 2024 starting at 6:05pm (see attached - BBB - text messages.pdf), sent over 70 text messages and pics including screenshots of negative reviews of my employer, my bio pic on my employer's website, and what appears to be a screenshot of a loan document from a business in ******* Mississippi of a business with a similar name as my employer(?). The text messages range from threats to my home, business, neighbors, and staff to threats of legal action, to multiple uses of foul and derogatory language, and generally unethical business behavior - read through all of the text messages for exact details of how this business conducts itself.  

  This business is unethical and behaves as such.  All current and potential customers should be aware of this business's behaviors and methods.  The only response from the business that I will accept is acknowledgement of the facts as presented. The business claims it has never had a BBB complaint.  Ask the business what deceptive tactics they have used to avoid scrutiny and accountability.  It is remarkable.  

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

*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. ↩