Complaints

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• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my complaint is for the Mainscape in ************ but it was only pulling up **************. They are contracted to cut our grass on base every week according to housing but fail to do so they continuously let it grow for weeks. This past week they ran over my stake out and the leash and at the end of the leash my $40 prong collar was attached. They ran over it threw the pieces away they can find and did not knock on my door to tell me. I live on base so we arent supposed to have the runner part but the leash end with the collar was inside my patio so when they ran it over they yanked it out my patio bent door in the process and tried to hide the fact that they did so and now refuse to replace the collar WHICH is not stated on the lease that I cant have nor was it outside so not only did they bend and mess up my door they broke my stuff and didnt tell me so now im out $60+ and they refuse to replace just the collar FOR THEIR mistake. maybe if the workeds paid more attention they wouldnt have ran it over. They always go around it and they let the grass grow for 4 weeks this time so they didnt pay attention. This company is a terrible company and I would not recommend their service to anyone because they also leave patches of grass where they dont feel like mowing became I have called housing a few time in the time of living here to have them come back and finish what they didnt go over.

  Business Response

  Date: 09/11/2023

  Dear Mya,
  

  First off, I have to say this is unfortunate, and we do apologize for your collar that was attached to the dog leash.     
  
  Just to clarify the mowing that we are asked to do is to mow **** homes on a two-week rotation for a total of 17 mowing cycles as requested by our customer ***** homes multiplied by 17 occurrences is 102,000 times that we have to catch that there is a dog leash that was left in a yard). To never hit anything is always our desire but it is easier said than done.  (Please keep in mind Weather, Too wet to mow, Heat and Holidays are things we have to work around pretty much on the daily this time of year and definitely not ideal for the job that we do.)  As you said you know that in the lease agreement we are not responsible for dog leashes that are left in the grass, and if your dog was on the leash we would have bypassed your yard until a more opportune time to mow your yard.  As for missed areas, Midway is the wettest location that we mow, and we have had to bypass wet areas (i.e. standing water) because it would make a mess or at least damage these areas for the future. At times, we have had to totally hold off on mowing the whole community to give it time to dry out.  When areas dry out enough for us to mow we will take care of them. 

   

  Sincerely,
  
  *******************
  Branch Manager- **************************************************** NCLC

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20519191
  
  I am rejecting this response because:
  it was not raining the day they mowed. ive been given excuse after excuse. My leash was ripped straight through my patio door and THEY even bent my door from doing so and deserve to be held accountable. Theyre using my lease as the biggest scapegoat but that does cover theyre mistake from something they ripped through my door or my messed up patio door that I NOW have to fix or be charged for. They're management and customer service is absolutely horrific and I would never recommend them to anyone. Dont do a job you cant handle no matter if its 2 houses or **** you need to watch what you are doing its been out there for two years and always has been mowed around along with the three others around me who have it. 
  Sincerely,
  
  *********************

  Business Response

  Date: 09/12/2023

  We are sorry this situation has been frustrating for you, but we have communicated with **** ******************* about this issue and are in agreement with them that Mainscape is maintaining our contract with the military base. If you have any further questions on this contract, we recommend you reach out to the **** ******************* management for details on our schedules and responsibilities. Thank you. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20519191
  
  I am rejecting this response because:
  You are not sorry. if you were sorry you wouldve fixed you mess up but instead you guys have continued to give excuses on your terrible customer service. I have spoken to amcc and they said to reach out to you guys and I am here reporting you for that exact reason that you guys lack in accepting responsibility for your actions. YOU guys are the ones who bent my door out of place by yanking my collar out of my patio with your staffs lack of attention so therefore I will be reporting you again. thank you. 
  Sincerely,
  
  *********************