Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company was paid to overhaul my lawn, seed, condition, till and provide ongoing maintenance. They charged me in full for the whole yard and never cultivated the back yard, and the front yard resulted in a giant bald spot that happened after a treatment. My yard looks like it did before I hired them. Id like a refund for the full amount paid to them. They ultimately didnt respond to my many requests. *** tried planting grass in the front bald spot and had success. They said I had Army worms, but I tested it and there were none. The grass has grown there. I think they made an error on maintenance. Overall, my yard looks like it did before I hired them and they are non-responsive.

  Customer response

  07/22/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/14/2024

  Nature's Select was hired to apply fertilizer/weed control seven times per year and to complete Fall Aeration & Seeding on 5/3/2022.

  Please see attached a list of completed services along with payments.

  We completed Aeration & Seeding 10/7/2022 with the attached homeowner instructions with hints for good results. We do not have any service calls requesting we visit the property to reseed any problem areas from the seeding results. Payment on this service was not received until 3/7/2023.

  Account was cancelled on 8/9/2023 with a service request printed to visit the property on 8/15/2023 due to the back lawn not looking good. The technician treated the property om 8/15/2023 for army worms stating he saw the moths throughout the lawn. Because she was unhappy with appearance of the lawn, she was not charged for this treatment but did not want to reinstate her account. We have not received any other complaints or calls until this for over a year.

  We take our customer service and knowledgeable experience very seriously and are saddened that **************** was unhappy with our services. As stated in instructions to homeowners we do not guarantee goods results when there is improper watering, excessive traffic, improper mowing and/or leaf removal; however, we do stand behind our advertising and word. We do many free service request and free spot seedings if we are notified in a reasonable time the results are poor. 

  I do not feel **************** should receive a full refund as requested since it has been a year, and a lawn can change dramatically within only a few weeks depending on weather conditions along with other factors.  I would like to resolve this matter as long as it is fair on both sides, as we did do all the services we promised and also completed a free service.

  Sincerely,

  *********************

   

  Customer response

  08/22/2024

   I am rejecting this response because:  

  Hi *******, Im responding to the claim late since the email was in my spam folder.  

   

  The lawn was completely tilled up, killed off and then grass seed was planted only in the front. They made several treatments and I did pay for the services.  I was watering on a regular basis. The grass grew in the front yard and they absolutely did not plant any in the back yard at all.  After a treatment, I ended up with sudden bald spots in my grass. Suddenly. There were not Army worms in my yard. Please have them provide testing of such. I replanted grass myself now with constant watering and theres no problem at all. My back yard is a dust bowl from them completely wiping it out, never tilling it or planting grass. 

   

  I request a refund on the total. The yard looks worse than when I hired them, and whats the purpose of hiring a business to come out to do more harm than good. 

   

  Im a disabled veteran healing from cancer at that time and couldnt plant the grass myself. I feel they are taking advantage of me, and I dont appreciate it. A lawn business isnt in business to take out lawns. Its to create lawns. I called so many times trying to get help and updates without return calls. Their billing was inconsistent and the follow up and treatments of the lawn were not properly scheduled or times with care. I dont know how they keep track of their lawn installation customers, but they have no real consistent method in place. I have hvac services working fine on a regular basis and mosquito service to name just two. They work out great with proper systems. 

   

  I am requesting this refund, because I have a worse yard than when I started. That should speak for itself. 
  
  

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  Business response

  08/30/2024

  Lawns can change dramatically within weeks due to a multitude of things.

  Last time we serviced her property was on 8/15/2023 for army worms that our trained technician visually saw and was treated at NO CHARGE. This free treatment took place after she cancelled her account on 8/9/2023. 

  Attached is directly from ***************** account, showing the consistency of timely treatments. Last regular treatment to the lawn was on 7/26/2023, I am sure there is a change in her lawn a year later. As to the concern that our billing is inconsistent, invoices are left on the door right after service and statements are only sent through the mail if payment is not received within 21 days of service. 

  Nature's Select's core values are integrity, honesty and respect for our customers and community. ********************** has been involved with GreenCare for Troops (see attached) for 15 years to care for military families and are saddened she feels we have taken advantage of her as we never would!  We always strive to correct all mishaps or understanding immediately.

  As previously stated, we would like to come to a fair agreement to resolve this matter. The request of a full refund for services that were completed over a year ago is not a fair agreement to any company that has provided promised services including a free service after a customer has cancelled. 

   

  Customer response

  09/04/2024

   I am rejecting this response because: there were no Army worms, I was told to call to obtain treatment for them and I declined.  My rear lawn was completely wiped out and still pure dirt to this day. My front lawn had bald spots immediately after a weeding treatment which was not there days prior. I request a full refund, since my lawn is in worse shape than what they found it. All bills were paid. There was no auto draft option or online pay option, and several times I couldnt reach someone to make a payment. After I made the complaint, then no one would return my multiple requests for attention or repair of this situation. At no point could I get a real collaborative effort to fix the lawn with a conversation. Only a tech listened and really couldnt give me answers, and many calls then fell on deaf ears. I would like to resolve this, but ** really disappointed in the decline of my yard. Really disappointed that I have to go sit and look at flat dirt in my back yard, and now Im interviewing new services to fix the lawn that will cost more than if it was properly maintained. The back yard was never planted, and the front yard was watered every day.it did well until the one treatment that looked like big spray spots. I just want to have this resolved. 
  
  
  

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