ComplaintsforRyan Lawn & Tree, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Ryan lawn and tree company last year because my 100 year old elm trees looked dead in the middle of the summer. They came out and treated in the spring. I never signed a contract or saw the provider. I paid the invoice by phone. This spring they returned without a phone call letter or a knock on the door. They repeated the application without authorization and are now sending bills with interest charges. I told them that I’m on a fixed income and did not order the service.

  Business response

  08/02/2024

  Our services auto renew each year for the protection of the plants, the service was not canceled so we did it again in 2024. *** ******* contacted us after the application and our route manager had a conversation with him where he agreed to pay over time and remain a customer ongoing. As the invoice aged he made no payments towards it and was non responsive to our accounting team in their efforts to gain payment so it progressed through our aging process including phone calls and emails to try to collect. In our aging process prior to sending an account to collections we send a pre collections letter stating that it will go to collections if not paid or contacting our office to work out an arrangement. Prior to sending to collections this account was reviewed and the invoice was written off and the account was canceled in our system. Again the account was not sent to a collections agency. 

  Attached is a statement showing charges and credit memos writing off the balance. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ryan's has constantly been a terrible service provider and with customer service. So much money wasted on applications to remove moles, and only one attempt to rectify their inability. However, it just came to my attention that a tree they planted two years ago was planted wrong and that it is now dead. I do not recall the price to even have it planted, but it was several hundred dollars. Additionally, the tree has sentimental value. And I approached them in person in order to rectify this situation, but was told it fell outside the warranty, even though an arborist visited last year and did not notice that the tree had been planted wrong. Now I have a dead tree that I have to remove, and plant a new one, and they are offering nothing, only reminding me of the balance I have due that they also did not try to work with me before sending to collections. This is a bad business, and they should be ashamed.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for my fall application on 11/26 in the amount of 82.34 (confirmation number 4yjgm). I continued to get a bill for this application. I had assumed in error. After a few months I finally reached out in frustration and was told that the original payment had not processed due to an "internal glitch" in their system. They were going to confirm that with their accounting dept. and get back to me. I didn't hear back for several days. Once I did hear back they told me to double check my bank account and make the payment online if it had not processed. However, the next day I received a notice from a collections agency for this amount! They turned me over to collections on a bill that I thought I had already paid. This was their systems error yet my credit is now impacted. I reached out to speak with a manager or accounting person and I can't get anyone to return my calls.

  Business response

  06/12/2023

  Everything has been taken care of. Collections have been stopped as of May 15th. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Paid for services - Annual Backflow test - results have not been received by The City of Wichita. As of 7/26/2022 The City of Wichita has not received the test results (notified me by letter) that Ryan Lawn & Tree claimed to have submitted 4/25/2022 by ***** *******. I spoke with a person on 7/7/22, who said there was a problem with the system and it would need to be resubmitted. On 7/21/2022 I spoke with *****, who says this happens each year (they submit the documentation to the city and the city claims they didn't receive) and that someone would resubmit it. On 7/26/2022 I spoke to ***** again - same story, not helpful. When asking to speak to the person in charge I was forwarded to voicemail (***** ****).

  Business response

  08/10/2022

  Mr. ****, 

  We apologize for any inconvenience. I see that we have resubmitted your backflow test to the city of Wichita. If you have any other questions, you can call our office at ************. 

  Have a blessed day.

  Customer response

  08/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ****

*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. ↩