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Initial Business Response / [redacted] (1000, 2, 2017/10/30) */ We regret that our service arrangement could not be continued to help out with the issues you're experiencing with your lawn As you stated above, you have reached out to our customer care center regarding issues you've had with the lawn, and we've been very responsive as far as trying to remove issues from your lawnAs explained during previous visits to your home, you have lots of Dallisgrass throughout your lawnThis grass cannot be killed with conventional weed controls, but needs to be controlled with a control product like Round UpControl of this plant falls outside of a service application, which we have explained to you during multiple conversations, but due to the continued complaints, we begin treating this plant free of chargeOnce this plant is killed, the next step is to seed the lawn so it is filled in with the type of grass we are trying to promoteA plan for seeding was discussed with you during multiple phone conversations, and on different visits from our service managerIn order for us to guarantee the best results, we need to wait until the weather conditions are conducive for seed developmentThe best time of the year is fallAgain, this was explained to you while we were caring for your lawn, but you communicated the desire for us to provide that service during the hottest months of the summer, which we were not willing to doWe cannot in good conscious provide a service at the wrong time of year that we know will not work During the time we cared for your lawn, we believe we went above and beyond to try to care for your concerns by providing billable service visits, and free service visitsUnfortunately, when dealing with nature, it takes time to remove unwanted plants, and get new desirable plants to grow in their placeWe did everything we could in order communicate this to you, and asked for your patience during the process so we could achieve the results we both wantedDallisgrass is one of the most undesirable plants we deal with in your area, which is why we try to clearly communicate that the removal of this grassy weed will take time and our persistence As of today, you have paid all outstanding balances on the account, and our services have been cancelled per your request We are sorry that we could not achieve the goal of a beautiful, thick, green lawnWe do believe that if we'd had the time, we could have achieved that goal

Initial Business Response /* (1000, 5, 2017/04/13) */
Contact Name and Title: *** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@experigreen.com
At ExperiGreen Lawn Care, our desire is to make your life easier, not harderPlease accept our apology for any inconvenience we may have
causedAfter our sales person *** talked about our service, and confirmed our program options, one of our customer service representatives called to confirm the details of the saleShortly after the 2nd confirmation, a letter went out to notify our customer about the agreed to program and pricingThis process is followed with all new customers to ensure a 3-part confirmation process, so as to eliminate these situationsBecause of any inconvenience this may have caused, and as an apology, we will eliminate the balance owedThank you for the opportunity to care for your lawn needs

Initial Business Response /* (1000, 5, 2017/11/20) */
Mr***,
We apologize if you felt misled as a new customerWe work very hard to ensure that the start up process with all of our new customers is very smoothAfter our representative confirmed services with you, we had a customer
service representative reach out to you to confirm all details of the new serviceWe will not allow a new customer to begin services until after this part of the process has taken place to ensure the information is correctOur customer service representative noted that she talked with youAfter confirming the details with you, we sent you an email, and a letter in the mail detailing all services we planned to performWe send this information to ensure that the two prior confirmations are correct, and that you get a written copy of our plan for your lawnAt no time did you notify us that we were doing something outside of your original agreementWe believe that you were given ample opportunity to make us aware if you felt there was an error on our part regarding the details of your new serviceNow that the service has been rendered, we do have costs associated with the treatments performed on your lawnIn order to arrive at an agreeable outcome, we are willing to wave $of your outstanding balanceThis will remove the amount for the lime treatment we performed on 11/This means that you will only be responsible for the remaining balance of $We apologize for the issues with communication, and hope that you will agree to take care of your outstanding balance
You can copy the links below into your browser to view the confirmation letters sent before we began the service
Initial Consumer Rebuttal /* (3000, 8, 2017/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I agree to most of what was stated above, the fact remains I was told by the sales representative that I would receive two treatments this year, not three, which is what is misleading and what I stated in my initial complaintWhatever service I most recently received, might have been included in the treatment plan, but the third visit was notLastly, the bill that was left behind by the technician has a balance of $36.66, which contracts what has been stated above as well
Final Business Response /* (4000, 10, 2017/11/29) */
This is a link to the email we sent to confirm the details of service: http://ss.realgreen.com/Get/Email.ashx?mqdg0QhCeVux1ciLxLwTOQtXdyCWo6lYNr9rq94T6...⇄ /> This is a link to the letter we sent to confirm the details of service: http://ss.realgreen.com/Get/PDF.ashx?myidRPJE6638pHk9Vug7NvZJ_l3MdsQo7xc5nSGB_Iu...⇄ /> You can copy and paste these links into your web browser
The confusion may be coming from the way your services are laid outYou only received two fertilizer/weed control visitsOutside of the two regular program visits, you also agreed to Aeration and Overseeding, as well as a Lime treatmentAgain, this was confirmed with you over the phone, while the door to door representative was present with you at your homeAs soon as your service was activated, we sent out the two letters aboveWe understand that even after all of our efforts to clarify the details of the service, there was a misunderstandingBecause of the misunderstanding we will remove the charge for the Lime Treatment($57.19) This will leave an outstanding balance of $on your account that we will expect you to be responsible forWe are sorry you do not agree with this outcomeWe believe we did everything we could to ensure you knew the details of your service before begining treatment on your property
Final Consumer Response /* (2000, 12, 2017/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
evidently the company wishes to hide behind poor and deceitful business practices, which is fine and their prerogativeI've paid my bill in full

Initial Business Response /* (1000, 15, 2018/01/02) */
Mrs***
Thanks for making us aware of this issueOur records do not indicate any attempt from you to cancel your services with us until after the last visit was performedWe leave messaging on all of our invoices that our service is
continuous until you let us know otherwise, just as any other continuous utility such as cable or internetWe understand your frustration, and would like to have the opportunity to help you in the futureBecause of this, we are willing to remove the outstanding balance from your accountPlease let us know if there is anything else we can do for you in the future
Initial Consumer Rebuttal /* (2000, 17, 2018/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the resolution even though I think your company could do better in record keepingI only wanted the service for 2-applications which was not noted on my records and there is no where on the paperwork to cancel the service

Initial Business Response /* (1000, 2, 2017/10/30) */
We regret that our service arrangement could not be continued to help out with the issues you're experiencing with your lawn.
As you stated above, you have reached out to our customer care center regarding issues you've had with the lawn, and...

we've been very responsive as far as trying to remove issues from your lawn. As explained during previous visits to your home, you have lots of Dallisgrass throughout your lawn. This grass cannot be killed with conventional weed controls, but needs to be controlled with a control product like Round Up. Control of this plant falls outside of a normal service application, which we have explained to you during multiple conversations, but due to the continued complaints, we begin treating this plant free of charge. Once this plant is killed, the next step is to seed the lawn so it is filled in with the type of grass we are trying to promote. A plan for seeding was discussed with you during multiple phone conversations, and on 2 different visits from our service manager. In order for us to guarantee the best results, we need to wait until the weather conditions are conducive for seed development. The best time of the year is fall. Again, this was explained to you while we were caring for your lawn, but you communicated the desire for us to provide that service during the hottest months of the summer, which we were not willing to do. We cannot in good conscious provide a service at the wrong time of year that we know will not work.
During the time we cared for your lawn, we believe we went above and beyond to try to care for your concerns by providing 3 billable service visits, and 5 free service visits. Unfortunately, when dealing with nature, it takes time to remove unwanted plants, and get new desirable plants to grow in their place. We did everything we could in order communicate this to you, and asked for your patience during the process so we could achieve the results we both wanted. Dallisgrass is one of the most undesirable plants we deal with in your area, which is why we try to clearly communicate that the removal of this grassy weed will take time and our persistence.
As of today, you have paid all outstanding balances on the account, and our services have been cancelled per your request.
We are sorry that we could not achieve the goal of a beautiful, thick, green lawn. We do believe that if we'd had the time, we could have achieved that goal.

Initial Business Response /* (1000, 5, 2017/08/10) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@experigreen.com
All services have been cancelled. The balance of [redacted] was credited before this review was written, and no balance is due. Our...

services were scheduled with the understanding that the first visit would be free, if it was scheduled as part of a full season of service. We do understand if a customer cancels mid season, which is why we do not have our customers sign contracts. However, in this case, Mr [redacted] was aware of the service agreement he made with us. Mrs [redacted] was not aware. We were not contacted about canceling services until after the second application was performed. This application was performed at the regular price.
At the time of the initial agreement with Mr [redacted], we went through our standard 3 part audit process. This began with our sales representative confirming all services and discounts. After the salesperson confirmed the details, we called back to review the agreement to ensure all details were addressed. Next, we sent a confirmation letter with the same details.
We have waived any balance and no further contact or services will be performed.