Lawn Love Lawn Care

Hello, I'm so sorry that this has continued to be an issueIt looks like our head customer service manager, [redacted] , had refunded the full amountThis isn't how Lawn Love likes to operate and we apologize that we weren't able to fix the lawn to meet your standardsIf there is anything else we can do to help better your experience with us, please let us know Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I reject their response: I was waiting all day on July I called them finally at 7pm est and the rep told me that they haf no one that could come to my area They should stop advertising that they can service this area Very unprofessionalI determined that this proposed action would not resolve my complaint Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

We have since spoken with the customer following the initial complaint and issue to resolve the problemThe customer did not cancel services either so we assume that all is well and resolved as stated in our communicationsThank you!

Our customer service team responded to the customer and resolved the issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Per the phone call the representative did confirm she was booking in and would be contacting all of the available Pros to try to get the job booked in as soon as possible! The customer asked if she would be notified and the rep let her know that she would receive an emailThe rep also let the
customer know that she would check on the booking and if there was nothing by noon she would let her know, or if the customer preferred her to call right away in the morning if the job had not been picked up which the customer agreed with. As the customer only requested to be called if the job was not filled, the rep did not reach out via phone as the job had been picked up for that day! Please note that a confirmation email are also sent out days prior to service as well!The phone recording and notes history can be provided if necessary

Hello Revdex.com, I have reviewed the customer's account and it looks like the last completed service was July 6thThere was an addition service done on July 14th but, we issued the customer a full refund after addressing her concernsSee two items attached for proof of completed jobs, as well as a
screen shot of the customer's AR showing the refund issuanceThe customer then opted to cancel all future services - that of which I can provide phone records for but, for privacy purposes, I have just attached the system noted date of August 8th when the cancellation was completed. Please let me know if there is anything else I can assist with

Good morning Revdex.com, Due to supply constraint in the customer's area, her services were rescheduled from July 21st to July 24thThe customer's appointment was never fulfilled, due to her same-day cancellingAlthough we have a same-day cancellation fee of $25, the fee was waived and no
transactions were processed to her account at any time. Attached are images from our history in her customer account. Thank you,

The charges were refunded on 3/after receiving the photos sent by customerProcessing on our end is completed immediately, however, it could take up to business days for the customer's bank to process and accept the refundIf concerned about refund status, customer should contact ones bank
directly

Hi ***, Thank you so much for your feedback and for following up with us on thisAs this is not the experience that we intend for our customers, we would like to do whatever we can to make this right for youIt is obvious we are experiencing some reliability issues with the particular
lawn pro assigned to your property and are going to be addressing that internally I have scheduled you in with a new lawn pro, on us, for tomorrow April 4th to take care of the trimming that has not been completedAdditionally, I would be happy to issue the requested refund of $for the trimming that has not been completed. Again, thank you so much for your feedbackAs a new and growing company, your feedback is really important to ensure that issues like this do not arise in the future. If you have any additional questions or if there's anything else I can assist you with, please let me know. Best,

We reached out to the customer and have resolved this issue

Hello, I'm so sorry that this has continued to be an issue. It looks like our head customer service manager, [redacted], had refunded the full amount. This isn't how Lawn Love likes to operate and we apologize that we weren't able to fix the lawn to meet your standards. If there is anything else we can do to help better your experience with us, please let us know.  Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I HAVE NEVER RECEIVED CORRESPONDENCE OR OFFER OF RESOLUTION WHATSOEVER.
Regards,
[redacted]

Our customer service team responded to the customer and resolved the issue.

Hi [redacted],  Thanks so much for your feedback. My apologies that your services were not completed in full. As this is not the experience that we intend for our customers, it is our commitment to do whatever we can to make this right. Per our email exchange yesterday, we are going to have a...

new lawn pro out to your property tomorrow to take care of the trimming, edging, weed control, and fertilization services.  If you have any additional concerns regarding your service, please feel free to reach out-- we'd be happy to assist you.  Best,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We have since spoken with the customer following the initial complaint and issue to resolve the problem. The customer did not cancel services either so we assume that all is well and resolved as stated in our communications. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below.
Regards,
[redacted]

Signed up and booked an appointment before reading reviews about this company. Big mistake! All email and online comments I sent were unanswered. Calling directly was a hit or miss. They never showed up to do the job so I quickly deleted my credit card information on my account. Good thing I did because the next day they were sending me a bill and stating that the job was completed. Tried contacting again by phone. No such luck.