I recently signed up for, The Complete Program - $334.04 for this season (2023). We used Hometurf in past and hoped they improved.
After the first application, we had the same feelings we did the last time. The service person spent a few mins performing their task and off they went. Although we communicated this, there was no follow up.
It seemed like there was more product on my driveway, walkways and flower bed than on my lawn. We decided to give them one more chance in hopes the next service call would make us feel like we were getting value.
Unfortunately, the follow up visit was the same.
So, I called in and asked to cancel. The rep apologized and offered to come out again but i explained we feel we were more than fair. I asked for a refund, and she said the company does not issue refunds. I asked to speak to a manager who said the same.
I asked the manager where on the Hometurf website does it say that Hometurf does not offer refunds? She said it doesnt but, on the communication confirming your order (which is sent after the fact), it apparently does.
Disappointed, I asked them to simply release the balance. She said the company does not release balances. She said we would be charged a $20 admin fee for cancelling and $189.85 bal. would stay on my dormant account.
Why would a company take money they didnt earn? She said transfer it to a friend or family member. Really? If I wasnt happy with your service, why would I recommend them to someone else?
How does a company with these hidden policies achieve awards like, Consumer Choice Awards 2023, Home Stars Best Of Award Winner 2023, Top Choice Award and boast about having a A+ rating on the BBB (which, at the time of this submission reads A-)?
More importantly, how does a company keep money they didnt earn and think its ok to do so?
Why not do the right thing and refund MY money? Circle back with the team and discuss how the company can improve these issues to avoid situations like this in future?