ComplaintsforGreen Magic Lawn

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2021: A Rep from Green Magic came to my residence promoting their services. A series of weed control and fertilizer specific to the yard and season. I decided to use Green Magic and paid for the season. The yard was looking good, but Green Magic techs continued to show up on days and times they were not supposed to be there. Multiple times they sprayed my yard and everything in the yard. Toys had to be thrown out due to being sprayed. I ask that they not drag the spray hose over the fence to access the back yard but utilize the ally that was open, also much more convenient for them. But they continued to drag the hose. Green Magic contacted me to see if I wanted to continue with service for the 2022 season. Since the yard was looking good I decided to do another season. The yard in 2022 looked bad. Not sure why, we watered it and GM was feeding it.So due to the expense and how the yard looked after now two seasons of GM services I informed GM I would not be continuing with their services for ************************************** May of 2023, a GM truck pulled up pushed in a sign saying the yard had been sprayed with their information and chemicals.My wife was at home with the door and windows open, seen this and called GM to notify them about what happened. 1. No spray was applied. The tech didn't even come in the yard, was there less then a min. 2. We no longer use their services. 3. Maybe this is why our yard looked so badly. Maybe the techs are saying they sprayed but technically are not. No accusations were made, just an FYI they should look into it. I was told they would look into it and then contact us. No contact from Green Magic all summer, it is odd I have now received a notice from a debt collector for a bill and service that has not been done. I left messages for someone to contact me to resolve the matter as no one answers. Finally someone answered and I was told they don't care, "We've been in business over 30 yrs" try n make them and to get over it.

  Business response

  11/01/2023

  To begin with, I am grateful we get an opportunity to dispute this claim brought against **. 

  ********************* became a customer on 4/29/21. We do not walk neighborhoods to solicit our services. Many of our competitors do offer this, but at this time we do not. The Ewen's called in to our office and requested prices for our services. Based on own contact notes they heard our ad on the radio. The services they signed up for included our 5-Step lawn program where applications are timed every 4 to 6 weeks apart from April to October. In 2021, all 5 lawn applications were completed. The customer requested morning applications and authorized text messages for service notifications. In 2022,  5 lawn applications were completed plus an additional pre-emergent application. The lawn had issues with weeds and this service was added to aid with that. Based on all service notes the customer never called in or indicated they were unhappy. Never was the issue of the hose or having to throw away toys brought to our attention. We train all of our staff to pick up (if possible) any thing preventing from applying a top quality application. We prefer alley access to backyards and that was never indicated to us. No record of a call, letter or conversation took place in the Fall of 2022 closing or cancelling the account. 

  On December 9, 2022, our annual prepay letters are mailed to all active customers. This is an opportunity for a customer to make changes, add or remove services and contact us. We make it simple customers can call us or email us. Our records show no contact was made until Green Magic scheduled the first lawn services for 5/11/23. The customer received a text message on 5/9/23 at 9:30am---"Green Magic would like to schedule your lawn fertilization and pre-emergent applications on Thursday May 11th. If this will work please let us know at **********, otherwise weather permitting we will be stopping by. Thank you. " This is the same message the customer has received previously. If a customer does not want services or needs to reschedule they can simply text back or call the office. The account was setup to receive this message and that is why we proceeded with services. 

  Based on our GPS the applicator ************ arrived at 8:52am and left the property at 9:10am. The lawn is around **** square feet and this is acceptable time to apply an application. We also track and watch what gallons have been sprayed for every truck every day. Based on gallons used at the end of the day, ****'s truck was balanced and equaled the total square footage he sprayed for the day. He did not just stop and put an invoice on the door and a sign in the lawn. **** has worked for us for over 8 years and is a ****************. That claim is wrong and we stand by our employees. 

  On 5/11/23 we did receive a call at 11:44am from ******* He acknowledged he received the message but simply ignored it. He thought he had cancelled services. Our CSR explained we have no record of this request and that is why we came out to service the lawn today. Just simply ignoring a message did not prevent us from stopping by. Over the course of the next 4 months we continued to leave messages to call us about the account. We have no record of any misses calls or left messages. We take all contact from our customers seriously and if the Ewen's were unhappy with the condition of their lawn. We offer free service to come out and look at lawn if there are concerns. It could be a lawn disease, watering, mowing and many other options. Our technicians never indicted over a 2 year period of any major issues except weeds, but an additional services was approved and added in 2022.

  Then we come to 10/25/23 and the conversation that took place--not with ****** but his wife. After months of no resolution on this balance due on the account, I referred the account to our APR collections on 9/13/23. ******** wife called in at 10:35am and first spoke to our CSR. She was very angry and you not get one word in at all during this first conversation. She was speaking so loud that she could heard across the office. My CSR transferred the call to myself and I tried to explain what I knew had taken place. She claimed we never had a conversation with ****** on 5/11/23, that we had stolen from them, cameras and neighbors watched the technician and now claiming for the first time ************** did not spray the lawn that day. The story keeps changing and even in the complaint with BBB new claims are being said about Green Magic. She cursed at me, and I had to ask her at one point to "shut her mouth and listen" so I could I could try and respond to her. Lastly, I was told that God was going to judge me and I would have to answer to why I stole from them. I am still unsure what we stole? I was also threatened with being taken to small claims court. 

  After getting off the phone, I contacted APR and pulled this account from pre-collect status. I decided that we were just spinning our wheels and it was not worth me wasting another moment on a customer who just wants to yell and curse.  Green Magic will take the loss and move on. We have been in business for ************************************************************************************ the lawn and tree industry. Most of this complaint is so far from the truth and we did not do anything wrong. I believe this is just a unfounded attack on our company and our reputation. We ask that this be removed from our file. 

   

   

   

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