I have been with Hometurf for years and up until now I have been satisfied...or so I thought. 1-2 months ago I happen to be reviewing my cameras for something when I noticed the technician arrived to do specific lawn service. Except he didn't do it. I gave him the benefit of the doubt and called the company to let them know he must have "forgotten". They told me they would send someone back, which they did, except they never reminded me the day before so the gate was locked and they were unable to get in. Did they message to let me know? Not at all. I let it go as I did not have time to call. Yesterday they came to do the next scheduled services except again, they leave me notification that x has been completed yet I watched over my camera and it was NOT done. I call to complain and this time I am upset as they are clearly not doing the work they are supposed to do. It was not simply "forgotten". The first person I spoke to was empathetic and understanding and listened well. He was great. He then passed me to his manager "Desiree" and she was horrible. Cut me off every time I spoke. Made all kinds of excuses for the technician saying I had a dog and he was outside. I explained - I work from home, my dog was not outside when they arrived and when he was outside much later in the day I was with him the whole time. We notified this company we had a dog years ago. One time he was outside when they came and he ran out. Yet she tried to tell me they never knew we had a dog. She told me they do not notify us at the door if service was not done yet in the past when the gate was locked they did. Why the sudden change? Different rules for different technicians? I doubt it. Either way, this person does not know how to deal with upset customers. I have spoken to this person several times in the past and she is very pleasant to deal with if you are happy. But if you are upset she does not know how to listen or empathize at all. But this is not the worse part. She could have just had a bad day - or perhaps I triggered her with my tone and attitude since I was so upset. But not providing the service you paid for and then not being truthful about it is awful. I have the physical proof which I will be sending to them. Makes me wonder about all the service they say they provided in the past. Will never recommend them to anyone. And be warned if you use them - watch your cameras and make sure they do the work because if you let them - they will do a horrible job if they do it at all. I wonder if this is because I notified them that I would be cancelling at the end of this season due to us moving? Either way - bad service!
- Company Response
Our customers are our most important asset, and we are extremely sorry to hear you had a negative experience Donna. Please feel free to send us a private message with your contact information, and we will get in touch with you to discuss the problem and come up with a solution ASAP.