ComplaintsforHerbi-Systems, Inc.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The month of May 2023 ************* started treating my yard for weeds and feeding it. Over 40% of the grass in large areas is completely bold killing the Zoshia grass in my front yard, bold spots in the back yard and the weeds still exist. They sent someone out to look at my yard and was told the yard needed to be treated for grubs for a fee. I have been in this house since 1989 and have never had this problem. They charged me $485.95 to kill the grass and not the weeds which i could have killed my grass for less than $10.00.

  

  Business response

  03/14/2024

  ************* wants to start by expressing our sincere apologies for the inconvenience and frustration you've experienced with our recent service. Regarding the issue at hand, ************ hired ************* on 5/9/2023 to treat his lawn from a fertilization/weed control standpoint. Mr.***** lawn technician, Rod, applied a total of 5 applications from 5/11/2023-11/17/2023. Rod notified ************ that his lawn was becoming thin after the weeds were under control on 8/15/2023. Three and a half months later,on 12/1/2023, ************ called ************* requesting a manager to come out and inspect his lawn due to ************ not being satisfied with the lawns condition (thin/bare areas). Upon inspection of the lawn on 12/1/2023 ***** (Rods Manager), notified ************ that the lawn had signs of grub damage.***** recommended having an insecticide applied to control the grubs from further damaging his lawn. ************ advised ***** that hed apply an insecticide himself. ***** advised ************ that hed come back out in May of 2024, after Spring green-up, to inspect the lawn. ************ cancelled services on 12/22/2023. It would have been preferable for our tech to catch the grub issue but since we didnt, ************* is willing to reimburse ************ in the amount of $433.15. ************* applied a $30.00 off discount on Mr. ***** first service, as well as taking an additional 5% off the total amount for pre-paying with check.  

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******,, ** 38141

  
  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 22nd Tuesday before Thanksgiving. ************* chain charges me a transaction on a card I use for groceries. For the services that were rendered a week prior. The problem with that they were not authorized to use it. And they had in their system that they had this card on automatic draft. I know that's not the card to use on automatic drafts for that type of transaction That card is only used for groceries and stuff like that. I believe they were trying to ensure that they have a good Thanksgiving by stealing money from my pocket. Everybody needs extra money. We mostly don't have to steal money from others for us to have a good Thanksgiving.

  

  Business response

  12/08/2022

  We at ************* are locally owned and have been in business since 1984. 
  All business must pay attention to the bottom line of the financial reports, but unlike some bigger chains, the owners, managers, and employees, genuinely care about our customers and make every possible effort to provide the best possible customer service.   
  The holiday season is a joyful time for many people, but it can also be a time that initiates great stress created by the social expectations that often create a financial burden for individuals and families.    
  On Tuesday, November 22nd, this customer called the office several times and spoke to multiple team members with inappropriate language and attitude.  The initial team member made attempts to explain to the customer he had gone to our website, made a payment, set up auto-pay, and saved his credit or debit card in question on his account. 
  Although, this was outside of our normal policy, after hearing of the customers predicament, I began researching for a way to help.  I first reached out to our credit card processing company in an attempt to void the transaction to free up the cash availability on the customers card. Unfortunately, I was told that this was not possible.  The next step that I took was to contact the customer on Tuesday, November 22nd at approx. 4pm and let him know that I would make an adjustment to his account to allow him to make his payment at a later date that would be more appropriate for him and refund the payment to him in cash.  He could come to the office to pick up the cash or I could deliver the cash the following day with one of our technicians.  Unfortunately, there was no answer so a message was left on the phone number on file and that he had called from multiple times throughout the day. I also reached out again the following morning at approx. 7:43AM,10:38AM, and again at 12:06PM. 
  On Monday, November 28th, after receiving no response from our customer, the decision was made to end the business partnership; and cancel the account.  
  We wish the best to our previous customer and his new **************** provider.  

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was home on the day that the person came to spray my yard and notice that he did not provide the lawn application that I was charged for on July 19, 2022. This was not the only occasion that this had happened. Previously, I had called to complaint and asked that the person would knock on my door when providing service so that I could witness the work being done. This did not happen. I got a sign in the yard and bill on my door instead. Additionally, I have a camera on my house that records movement in my yard. I cannot continue to pay for services that I was not receiving. I'm requesting a refund for services not received. On July 20, 2022, I was charged $61.24 for lawn services that I never received on my yard.

  

  Business response

  08/31/2022

  We received Ms. ******************* BBB complaint on 7/22/22.  Unfortunately, the when the BBB changed their system of notification and the email looked suspicious.  We tried to find "***********************" in our system.  We were unable to find a customer by that name, so we dismissed the email as SPAM.  BBB contacted our ********** *************************** on August 29, 2022 to check on our response. 

  ********************************* has been a ************* customer since 3/22/18.  Our service with ******************** had been routine and uneventful from the time we began service until she cancelled our services on 6/25/22. We had not received any complaints or been aware of any issues. ****** has been ************************ technician since 10/16/2019.  ****** has even helped by diagnosing current/potential issues in the lawn involving turf feeding insects in which our company was able to remedy for her.

  As to the treatment in question, ****** called ******************** the evening of 6/19/22 notifying her that he would be out to treat her lawn on 6/20/22.  On 6/20/22, ****** treated Ms. ********* lawn in the same manner as he always has since 10/16/19.

  Both ****** and our office staff are a bit puzzled over the BBB complaint as well as ******************** cancelling services with ************* back on 6/25/22.

  We strive to provide high quality customer care, but sometimes our customers feel that they did not receive what they paid for. 

  ************* has decided that the best solution for both parties involved is to simply refund Ms. ********* last service amount totaling $61.24.

  We appreciate the BBB being involved in this communication.

   

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a service contract with ************* for ********** The Spring treatment was April 2, 2022. As Spring continued and temperatures rose, the grass started to turn green. However, the grass at the curb and portions of Lawn seemed to be dead. This was concerning so I first called the Company on May 12th and expressed my concern. At that time they said a call would be put in with service to check the grass. After a week, I called again on May 19th and spoke with ******* and was told that she would get message to ******, a Manager and he would get in touch with me to see the grass. As of today, May 24th, NO ONE has contacted me to solve this problem. I have done business with this Company since 2017 and the way I am being ignored is concerning to me. I am uploading 2 pictures of the Lawn to support my Complaint.

  

  Business response

  05/27/2022

  We received Ms. ******************************* BBB complaint on 5/25/22.
  We strive to provide high quality customer care, but sometimes fall short.
  In order to rectify the problem, on 5/26/2022 ************* owner *************************** met with **************** on her lawn, evaluating the current condition.
  While there, ******************** apologized for *************' lack of proper communication in a timely manner. ******************** explained to **************** that ************* has processes in place to prevent this problem from happening, but the systems failed. **************** was very understanding and was very appreciative of ******************** coming out and going over everything with her and devising a solution-based plan of action.
  ******************** determined the lawn was discolored and not growing properly was from damage the preceding fall by a particular insect called the "Hunting Billbug". Her lawn technician didn't notice the damage when he was last out on 4/2/22 due to the grass not being fully greened up for the year at that point. The Hunting Billbug has been a sporadic problem here in the ******* area.
  ******************** discussed a solution based plan to **************** in order to get the Hunting Billbugs under control as well as adding more fertility to her lawn to promote a healthier root system. These additional treatments will be made at no additional cost to ****************. The plan will insure that the billbugs do not further damage the lawn this fall.
  We appreciate the BBB being involved in this communication.
  

  Customer response

  05/30/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  ******************** explained to my satisfaction the problems with the lawn. He also explained the staff shortage that led to the delay in responding to my calls. He gave me a brochure on the Hunting Billbug so that I understood the damage that this bug can do to a lawn. He agreed to treat the lawn at no cost to get rid of the bug and hopefully the lawn will be green in due time. ******************** again apologized and the lawn was treated the next day.

*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. ↩