Complaints

This profile includes complaints for SavATree/SavALawn's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

SavATree/SavALawn has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SavATree/SavALawn

  5330 Port Royal Rd Ste A Springfield, VA 22151-2105

• 

  SavATree/SavALawn

  4008 Javins Dr Alexandria, VA 22310-2037

• 

  SavATree/SavALawn

  550 Bedford Rd Bedford Hills, NY 10507-1605

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/14/2022

  Type:Order 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.

  Business provided a quote for specific tree services in Oct 2019 (total $2016). Services were performed between late 2019 and mid 2020. Final payment in full was made by end of 2020.In Oct 2021 the business provided additional, unrequested, non-approved tree services (without even notifying me) and then sent me an invoice for $344.86.When I told them the services were not requested or approved, they referred to the a clause written on the invoice for the original services about the services being continuous. However, I never signed or agreed to that invoice. I have an email documenting that I simply scheduled the originally quoted services. I never stated that I agreed to the invoice. Anyway, an invoice is not a contract. And I didn't sign or agree by email to continuous services. They have sent my account to collections and it will soon be reported to my credit.This is a devious and unethical business practice. They are clearly trying to trick consumers into additional services they do not want. If that were not the case, they would at least contact the consumer to notify them of upcoming services.

  Business Response

  Date: 07/18/2022

  July 6, 2022
  
  To whom it may concern:
  *** ***** signed up for services with our company and we have an evergreen clause in our estimates that are reviewed by the customer.  The option to approve/deny by the customer can either be by email, phone call, or signed estimate.  In this case of *** *****, she approved such work via email and that confirmation is enclosed, as well as the evergreen clause is below:
  Ever-Green Clause:  To help maintain a vibrant and healthy landscape, your program is considered CONTINUOUS. This means that your program will remain in our calendar and automatically renew each year, ensuring ongoing professional care for your property. You can, of course, CANCEL AT ANY TIME by contacting us.
  *** ***** never called or emailed to cancel services with us.  So as stated in the clause, our services are continuous, and you can cancel at any time.  We send out multiple communication via email and phone calls regarding renewing the services.  Please see timeline copy/pasted below of email notifications sent out to *** ***** with no response.  Notifications are sent out and calls are made December of the prior year, the services are to begin based on the type of program the client signed up for.  *** ***** signed up for a service that treatment window didn’t begin until fall (September).  *** ***** never responded to any of the notifications that were sent out for months.  However, when our specialists came out to do the service on September 30, 2021.  They were not prevented from performing the service and if no one was home, a door tag was left, and *** ***** did not contact us until she received notification from the collection agency, that her account was in collections.  Then we received a call from *** ***** disputing that she ever renewed.  She argued that “she receives hundreds of emails a day and she can’t possibly check every email”.  I explained that emails come from not only our office but our corporate office as well.  She’d gotten calls from the Arborist; the Arborist Assistant and she did not attempt to reply or respond to any VM’s or emails.  All notification went ignored, event the emails that stated she will be sent to collections if she didn’t respond or pay.
  2/15/2021, 11:30:35 AM ******* ******
  1/27/2021, 5:03:57 PM ******* ******
  12/28/2020, 11:05:39 AM ******* ****** renewal
  Tuesday, August 25, 2020 10:01:22 AM ******* ****
  Confirm if she wants to do pears in 2021. May need to reduce kelp by half
  Monday, January 6, 2020 3:34:37 PM *********** ****email sent regarding renewal of services
  
  Once the account was past due for 60 days, it comes across my desk.  I made phone calls, left voicemails and all went unanswered.  Please see below the multiple attempts made to collect the past due balance:
  
  6/14/2022, 9:17:12 AM ******* ****** ***** called to dispute the invoice/balance. She stated that she replied to an email from Tiesha and emailed back disputing the charge and service. Did not authorize service and wasn't going to pay the invoice. I was not aware of the email reply. I continued trying to collect and eventually sent her to bad debt. Now she is sending a letter to BBB regarding our business practices and calling it "sneaky". Will refer account to DR for credit for services since she did cancel with Tiesha and I wasn't made of aware of her communication with Tiesha. Filed email in O drive
   5/4/2022, 4:06:58 PM ********* **** *** 4/14/2022, 9:19:47 AM ********** ****3rd and final email
  4/5/2022, 4:01:01 PM ********** ****2nd attempt lvm
  3/3/2022, 11:17:30 AM ********** ****1st attempt email
  2/15/2022, 1:36:44 PM ******* ****Sent to bad debt. Cancelled all services and pending CFO approval
  2/10/2022, 2:21:30 PM ******* ****forwarded account to bad debt
  1/26/2022, 12:24:41 PM ******* ****Referred to DR for bad debt
  12/9/2021, 4:24:00 PM ******* ****Sent email regarding balance
  11/4/2021, 12:26:57 PM ************** ****** outstanding balance of $340
  Lastly,
  On June 14th, 2022, I spoke with *** ***** on the phone, and we could not come to no resolve.  She stated that, if I did not make this right, she would submit a letter to the Better Business Bureau.  To avoid that and despite her “approving” for the service to be performed, which you will see in the enclosed email correspondence and in an effort to deliver superior customer service, I agreed to “credit services done”.  Waive all and any finance charges.  Call the collections agency and have her removed and I apologized if she felt that we have “sneaky” business practices.  I still went the extent of satisfying her and she still submitted the letter to the BBB 3 days later (June 17th, 2022).
  Please know that our company has built a reputation on credibility and performance.  We do amazing work with an excellent customer experience.  The only thing it took was one response to an email or phone call for *** ***** to simply say, “Cancel”.  It would’ve been done!
  
  Thank you
  Shelbi H*****
  Branch Office Manager