April 21, Re complaint ID [redacted] Let me provide an explanation of the procedure our business operatesWe service around 8,lawn customers per yearEach is sent a letter in DecemberThe main purpose of this letter is to offer an 8% discount for those who which to Pre-pay for serviceFor those who have chosen not to be under a continuing agreement, we send a new contract; about 8% of our customers elect thisThis is cumbersome process and some forget to mail the agreement and have difficulty being properly scheduledDue to the notification law in Erie County we must schedule our customers early in the spring The second letter is our attempt to not service someone who does not want the serviceIf this does happen we do not charge for itTogether the two mailings cost us over $11, The mailings are not an attempt at being coerciveThey are an attempt to inform our customers and provide the best service at a reasonable price We offer our apology to Mr [redacted] in that he took the offers to be coerciveWe did not mean that to beWe do not want to provide service to any homeowner that does not want the serviceWe do take cancels over the phone and human error is always a possibilityThis is why we go to the extent in mailings so this will not happen Mr [redacted] can feel assured in that he will receive no more communication from us Sincerely [redacted] Sec/Treasurer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] , Per our conversation, I'm forwarding this email that I received from Turftenders - [redacted] ***As I've stated previously, my complaint is not to dispute the original contract they sent me this past summer (2013) to provide a single weed/feed application application and aeration, which they did and I paid forMy complaint is that immediately on receiving the contract (summer 2013), I noted the automatic renewal and called them to tell them our house was on the market, it was possible we would no longer be living there and did not want the automatic renewal I specifically asked the person I spoke to (a man, so not [redacted] ***) if I needed to respond in writing and was assured I did not, they would cancel the automatic renewalI then received the notice in December, not only stating I was still committed to the auto renewal, but also unilaterally and arbitrarily changing the schedule of applications from one to four and again stating that unless I contacted them, the contract was in effect I called them (again) in December, spoke with a man, and stated again our house was on the market and I was cancelling the auto renewal Asked again if I needed to respond in writing The person on the phone was very apologetic, said it must be a mistake and he would take care of it, no need to respond in writingImagine my surprise when a few weeks ago, I received a third notice of the auto renewal and again the requirement that if I did not make the effort to contact them the contract was in effect At that point I was quite angry and called them and told them to cancel the contract and if they came on my property I would consider it trespassing However, at the beginning of that call, I clearly identified myself as " [redacted] , [redacted] *** Lane, East Aurora, NY" I have no explanation for why the man I spoke with would tell [redacted] I did not identify myself Does that even make sense? If I wanted them to cancel the contract, how could they if I didn't tell them who I was and my addressFinally, ***'s letter notes that we did previously engage their services and eventually cancelled our agreement This is true and at the time we cancelled, I was not required to do it in writing, I simply called and they cancelled the agreement (at least that's what I recall)I feel that their response to my original complaint is disingenuous (at best) Given that I'm not attempting to receive any compensation (financial or otherwise) over this, what could my motivation possibly be - other than, as I stated previously, I feel they are using coercive tactics and it should not be up to a consumer to cancel a service they never signed up for If they are going to include an automatic renewal they should be required to state that clearly and get explicit approval from the customer prior to sending the contract And if someone, wishes to cancel the auto renewal it should be the company's responsibility to do that without it requiring multiple callsLastly, I will say that should this happen again I will be sure respond in writing - that's my lesson learned However, I definitely do not think they have responded to my complaint in a manner that warrants removing itThank you for your assistance with this matter Please let me know if you have any questions or I can provide additional information [redacted]
March 28, Re complaint [redacted] Dear [redacted] , [redacted] Reg [redacted] In response to the above complaint for Mr [redacted] ; I have enclosed a signed lawn care agreement dated 9/28/by Mr [redacted] In we provided an aeration on 10/8/and a fall application 10//We offer two different lawn agreements, a continuing and a one year onlyMr [redacted] signed a continuing agreement clearly marked for a basic service programA reminder letter was mailed to him early December; the letter I am forwarding is dated 3/27/because it was re-printedI do not have a record of a call from him in the month of December We also mail out another reminder letter for all customers that have not pre-paid service as a courtesy This is when we received the telephone callMarch 25, our service manager, [redacted] received a call from a man who stated "do not send me anything in the mail, I am reporting you to the Revdex.com, if you come on my property I will have you arrested" then proceeded to hang upI instructed [redacted] to starthe number so we could comply with whomever was on the other line I would also like to say that Mr [redacted] initially joined our service in During that season we provided applications 5/25/ and 10/4/The following season an application was provided on 6/22/Mr [redacted] cancelled service with us on 10/3/He then re-joined 10/8/as stated above I can not understand how or why Mr [redacted] believes that we use coercive tacticsHe clearly requested service from usWe certainly are not the only lawn care company that uses automatic renewalsWe strive to make it as clear as possible and go through the added expense of two mailings verse one In closing, I am asking that we have this complaint removed from our A+ ratingMr [redacted] had received service from us previously under the same agreement to wich he did cancel and then again re-signI have no record ofa cancel in December that he said and his call on March 25, were he refused to even give his name was not reasonable We are a family owned business for yearsThis is the first and only complaint I can recallI thank you for our anticipated cooperation in removing this complaint from our file Sincerely [redacted] Sec/Treasurer
March 28, 2014
Re complaint 10 [redacted]
Dear [redacted],
[redacted] Reg [redacted]
In response to the above complaint for Mr. [redacted]; I have enclosed a signed lawn
care agreement dated 9/28/2013 by Mr. [redacted]. In 2013 we provided an aeration on
10/8/13 and a...
fall application 10/11 /13. We offer two different lawn agreements, a
continuing and a one year only. Mr. [redacted] signed a continuing agreement clearly
marked for a basic service program. A reminder letter was mailed to him early
December; the letter I am forwarding is dated 3/27/2014 because it was re-printed. I do
not have a record of a call from him in the month of December 2013. We also mail out
another reminder letter for all customers that have not pre-paid service as a courtesy.
This is when we received the telephone call. March 25, 2014 our service manager,
[redacted] received a call from a man who stated "do not send me anything in the
mail, I am reporting you to the Revdex.com, if you come on my property I will have you
arrested" then proceeded to hang up. I instructed [redacted] to star69 the number so we
could comply with whomever was on the other line.
I would also like to say that Mr. [redacted] initially joined our service in 2011. During
that season we provided applications 5/25/ 11 and 10/4/2011. The following season an
application was provided on 6/22/2012. Mr. [redacted] cancelled service with us on
10/3/2012. He then re-joined 10/8/2013 as stated above.
I can not understand how or why Mr. [redacted] believes that we use coercive tactics. He
clearly requested service from us. We certainly are not the only lawn care company that
uses automatic renewals. We strive to make it as clear as possible and go through the
added expense of two mailings verse one.
In closing, I am asking that we have this complaint removed from our A+ rating. Mr.
[redacted] had received service from us previously under the same agreement to wich he
did cancel and then again re-sign. I have no record ofa cancel in December 2013 that he
said and his call on March 25, were he refused to even give his name was not reasonable.
We are a family owned business for 34 years. This is the first and only complaint I can
recall. I thank you for our anticipated cooperation in removing this complaint from our
file.
Sincerely
[redacted]
Sec/Treasurer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted], Per our conversation, I'm forwarding this email that I received from Turftenders - [redacted]. As I've stated previously, my complaint is not to dispute the original contract they sent me this past summer (2013) to provide a single weed/feed application application and aeration, which they did and I paid for. My complaint is that immediately on receiving the contract (summer 2013), I noted the automatic renewal and called them to tell them our house was on the market, it was possible we would no longer be living there and did not want the automatic renewal. I specifically asked the person I spoke to (a man, so not [redacted]) if I needed to respond in writing and was assured I did not, they would cancel the automatic renewal. I then received the notice in December, not only stating I was still committed to the auto renewal, but also unilaterally and arbitrarily changing the schedule of applications from one to four and again stating that unless I contacted them, the contract was in effect. I called them (again) in December, spoke with a man, and stated again our house was on the market and I was cancelling the auto renewal. Asked again if I needed to respond in writing. The person on the phone was very apologetic, said it must be a mistake and he would take care of it, no need to respond in writing. Imagine my surprise when a few weeks ago, I received a third notice of the auto renewal and again the requirement that if I did not make the effort to contact them the contract was in effect. At that point I was quite angry and called them and told them to cancel the contract and if they came on my property I would consider it trespassing. However, at the beginning of that call, I clearly identified myself as "[redacted], [redacted] Lane, East Aurora, NY". I have no explanation for why the man I spoke with would tell [redacted] I did not identify myself. Does that even make sense? If I wanted them to cancel the contract, how could they if I didn't tell them who I was and my address. Finally, [redacted]'s letter notes that we did previously engage their services and eventually cancelled our agreement. This is true and at the time we cancelled, I was not required to do it in writing, I simply called and they cancelled the agreement (at least that's what I recall). I feel that their response to my original complaint is disingenuous (at best). Given that I'm not attempting to receive any compensation (financial or otherwise) over this, what could my motivation possibly be - other than, as I stated previously, I feel they are using coercive tactics and it should not be up to a consumer to cancel a service they never signed up for. If they are going to include an automatic renewal they should be required to state that clearly and get explicit approval from the customer prior to sending the contract. And if someone, wishes to cancel the auto renewal it should be the company's responsibility to do that without it requiring multiple calls. Lastly, I will say that should this happen again I will be sure respond in writing - that's my lesson learned. However, I definitely do not think they have responded to my complaint in a manner that warrants removing it. Thank you for your assistance with this matter. Please let me know if you have any questions or I can provide additional information. [redacted]
April 21, 2014
Re complaint ID [redacted]
Let me provide an explanation of the procedure our business operates. We service
around 8,000 lawn customers per year. Each is sent a letter in December. The main
purpose of this letter is to offer an 8% discount for those who which to Pre-pay for
service. For those who have chosen not to be under a continuing agreement, we send a
new contract; about 8% of our customers elect this. This is cumbersome process and
some forget to mail the agreement and have difficulty being properly scheduled. Due to
the notification law in Erie County we must schedule our customers early in the spring.
The second letter is our attempt to not service someone who does not want the service. If
this does happen we do not charge for it. Together the two mailings cost us over $11,000.
The mailings are not an attempt at being coercive. They are an attempt to inform our
customers and provide the best service at a reasonable price.
We offer our apology to Mr. [redacted] in that he took the offers to be coercive. We did
not mean that to be. We do not want to provide service to any homeowner that does not
want the service. We do take cancels over the phone and human error is always a
possibility. This is why we go to the extent in mailings so this will not happen.
Mr. [redacted] can feel assured in that he will receive no more communication from us.
Sincerely.
[redacted]
Sec/Treasurer
April 21, Re complaint ID [redacted] Let me provide an explanation of the procedure our business operatesWe service around 8,lawn customers per yearEach is sent a letter in DecemberThe main purpose of this letter is to offer an 8% discount for those who which to Pre-pay for serviceFor those who have chosen not to be under a continuing agreement, we send a new contract; about 8% of our customers elect thisThis is cumbersome process and some forget to mail the agreement and have difficulty being properly scheduledDue to the notification law in Erie County we must schedule our customers early in the spring The second letter is our attempt to not service someone who does not want the serviceIf this does happen we do not charge for itTogether the two mailings cost us over $11, The mailings are not an attempt at being coerciveThey are an attempt to inform our customers and provide the best service at a reasonable price We offer our apology to Mr [redacted] in that he took the offers to be coerciveWe did not mean that to beWe do not want to provide service to any homeowner that does not want the serviceWe do take cancels over the phone and human error is always a possibilityThis is why we go to the extent in mailings so this will not happen Mr [redacted] can feel assured in that he will receive no more communication from us Sincerely [redacted] Sec/Treasurer
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] , Per our conversation, I'm forwarding this email that I received from Turftenders - [redacted] ***As I've stated previously, my complaint is not to dispute the original contract they sent me this past summer (2013) to provide a single weed/feed application application and aeration, which they did and I paid forMy complaint is that immediately on receiving the contract (summer 2013), I noted the automatic renewal and called them to tell them our house was on the market, it was possible we would no longer be living there and did not want the automatic renewal I specifically asked the person I spoke to (a man, so not [redacted] ***) if I needed to respond in writing and was assured I did not, they would cancel the automatic renewalI then received the notice in December, not only stating I was still committed to the auto renewal, but also unilaterally and arbitrarily changing the schedule of applications from one to four and again stating that unless I contacted them, the contract was in effect I called them (again) in December, spoke with a man, and stated again our house was on the market and I was cancelling the auto renewal Asked again if I needed to respond in writing The person on the phone was very apologetic, said it must be a mistake and he would take care of it, no need to respond in writingImagine my surprise when a few weeks ago, I received a third notice of the auto renewal and again the requirement that if I did not make the effort to contact them the contract was in effect At that point I was quite angry and called them and told them to cancel the contract and if they came on my property I would consider it trespassing However, at the beginning of that call, I clearly identified myself as " [redacted] , [redacted] *** Lane, East Aurora, NY" I have no explanation for why the man I spoke with would tell [redacted] I did not identify myself Does that even make sense? If I wanted them to cancel the contract, how could they if I didn't tell them who I was and my addressFinally, ***'s letter notes that we did previously engage their services and eventually cancelled our agreement This is true and at the time we cancelled, I was not required to do it in writing, I simply called and they cancelled the agreement (at least that's what I recall)I feel that their response to my original complaint is disingenuous (at best) Given that I'm not attempting to receive any compensation (financial or otherwise) over this, what could my motivation possibly be - other than, as I stated previously, I feel they are using coercive tactics and it should not be up to a consumer to cancel a service they never signed up for If they are going to include an automatic renewal they should be required to state that clearly and get explicit approval from the customer prior to sending the contract And if someone, wishes to cancel the auto renewal it should be the company's responsibility to do that without it requiring multiple callsLastly, I will say that should this happen again I will be sure respond in writing - that's my lesson learned However, I definitely do not think they have responded to my complaint in a manner that warrants removing itThank you for your assistance with this matter Please let me know if you have any questions or I can provide additional information [redacted]
March 28, Re complaint [redacted] Dear [redacted] , [redacted] Reg [redacted] In response to the above complaint for Mr [redacted] ; I have enclosed a signed lawn care agreement dated 9/28/by Mr [redacted] In we provided an aeration on 10/8/and a fall application 10//We offer two different lawn agreements, a continuing and a one year onlyMr [redacted] signed a continuing agreement clearly marked for a basic service programA reminder letter was mailed to him early December; the letter I am forwarding is dated 3/27/because it was re-printedI do not have a record of a call from him in the month of December We also mail out another reminder letter for all customers that have not pre-paid service as a courtesy This is when we received the telephone callMarch 25, our service manager, [redacted] received a call from a man who stated "do not send me anything in the mail, I am reporting you to the Revdex.com, if you come on my property I will have you arrested" then proceeded to hang upI instructed [redacted] to starthe number so we could comply with whomever was on the other line I would also like to say that Mr [redacted] initially joined our service in During that season we provided applications 5/25/ and 10/4/The following season an application was provided on 6/22/Mr [redacted] cancelled service with us on 10/3/He then re-joined 10/8/as stated above I can not understand how or why Mr [redacted] believes that we use coercive tacticsHe clearly requested service from usWe certainly are not the only lawn care company that uses automatic renewalsWe strive to make it as clear as possible and go through the added expense of two mailings verse one In closing, I am asking that we have this complaint removed from our A+ ratingMr [redacted] had received service from us previously under the same agreement to wich he did cancel and then again re-signI have no record ofa cancel in December that he said and his call on March 25, were he refused to even give his name was not reasonable We are a family owned business for yearsThis is the first and only complaint I can recallI thank you for our anticipated cooperation in removing this complaint from our file Sincerely [redacted] Sec/Treasurer
March 28, 2014
Re complaint 10 [redacted]
Dear [redacted],
[redacted] Reg [redacted]
In response to the above complaint for Mr. [redacted]; I have enclosed a signed lawn
care agreement dated 9/28/2013 by Mr. [redacted]. In 2013 we provided an aeration on
10/8/13 and a...
fall application 10/11 /13. We offer two different lawn agreements, a
continuing and a one year only. Mr. [redacted] signed a continuing agreement clearly
marked for a basic service program. A reminder letter was mailed to him early
December; the letter I am forwarding is dated 3/27/2014 because it was re-printed. I do
not have a record of a call from him in the month of December 2013. We also mail out
another reminder letter for all customers that have not pre-paid service as a courtesy.
This is when we received the telephone call. March 25, 2014 our service manager,
[redacted] received a call from a man who stated "do not send me anything in the
mail, I am reporting you to the Revdex.com, if you come on my property I will have you
arrested" then proceeded to hang up. I instructed [redacted] to star69 the number so we
could comply with whomever was on the other line.
I would also like to say that Mr. [redacted] initially joined our service in 2011. During
that season we provided applications 5/25/ 11 and 10/4/2011. The following season an
application was provided on 6/22/2012. Mr. [redacted] cancelled service with us on
10/3/2012. He then re-joined 10/8/2013 as stated above.
I can not understand how or why Mr. [redacted] believes that we use coercive tactics. He
clearly requested service from us. We certainly are not the only lawn care company that
uses automatic renewals. We strive to make it as clear as possible and go through the
added expense of two mailings verse one.
In closing, I am asking that we have this complaint removed from our A+ rating. Mr.
[redacted] had received service from us previously under the same agreement to wich he
did cancel and then again re-sign. I have no record ofa cancel in December 2013 that he
said and his call on March 25, were he refused to even give his name was not reasonable.
We are a family owned business for 34 years. This is the first and only complaint I can
recall. I thank you for our anticipated cooperation in removing this complaint from our
file.
Sincerely
[redacted]
Sec/Treasurer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted], Per our conversation, I'm forwarding this email that I received from Turftenders - [redacted]. As I've stated previously, my complaint is not to dispute the original contract they sent me this past summer (2013) to provide a single weed/feed application application and aeration, which they did and I paid for. My complaint is that immediately on receiving the contract (summer 2013), I noted the automatic renewal and called them to tell them our house was on the market, it was possible we would no longer be living there and did not want the automatic renewal. I specifically asked the person I spoke to (a man, so not [redacted]) if I needed to respond in writing and was assured I did not, they would cancel the automatic renewal. I then received the notice in December, not only stating I was still committed to the auto renewal, but also unilaterally and arbitrarily changing the schedule of applications from one to four and again stating that unless I contacted them, the contract was in effect. I called them (again) in December, spoke with a man, and stated again our house was on the market and I was cancelling the auto renewal. Asked again if I needed to respond in writing. The person on the phone was very apologetic, said it must be a mistake and he would take care of it, no need to respond in writing. Imagine my surprise when a few weeks ago, I received a third notice of the auto renewal and again the requirement that if I did not make the effort to contact them the contract was in effect. At that point I was quite angry and called them and told them to cancel the contract and if they came on my property I would consider it trespassing. However, at the beginning of that call, I clearly identified myself as "[redacted], [redacted] Lane, East Aurora, NY". I have no explanation for why the man I spoke with would tell [redacted] I did not identify myself. Does that even make sense? If I wanted them to cancel the contract, how could they if I didn't tell them who I was and my address. Finally, [redacted]'s letter notes that we did previously engage their services and eventually cancelled our agreement. This is true and at the time we cancelled, I was not required to do it in writing, I simply called and they cancelled the agreement (at least that's what I recall). I feel that their response to my original complaint is disingenuous (at best). Given that I'm not attempting to receive any compensation (financial or otherwise) over this, what could my motivation possibly be - other than, as I stated previously, I feel they are using coercive tactics and it should not be up to a consumer to cancel a service they never signed up for. If they are going to include an automatic renewal they should be required to state that clearly and get explicit approval from the customer prior to sending the contract. And if someone, wishes to cancel the auto renewal it should be the company's responsibility to do that without it requiring multiple calls. Lastly, I will say that should this happen again I will be sure respond in writing - that's my lesson learned. However, I definitely do not think they have responded to my complaint in a manner that warrants removing it. Thank you for your assistance with this matter. Please let me know if you have any questions or I can provide additional information. [redacted]
April 21, 2014
Re complaint ID [redacted]
Let me provide an explanation of the procedure our business operates. We service
around 8,000 lawn customers per year. Each is sent a letter in December. The main
purpose of this letter is to offer an 8% discount for those who which to Pre-pay for
service. For those who have chosen not to be under a continuing agreement, we send a
new contract; about 8% of our customers elect this. This is cumbersome process and
some forget to mail the agreement and have difficulty being properly scheduled. Due to
the notification law in Erie County we must schedule our customers early in the spring.
The second letter is our attempt to not service someone who does not want the service. If
this does happen we do not charge for it. Together the two mailings cost us over $11,000.
The mailings are not an attempt at being coercive. They are an attempt to inform our
customers and provide the best service at a reasonable price.
We offer our apology to Mr. [redacted] in that he took the offers to be coercive. We did
not mean that to be. We do not want to provide service to any homeowner that does not
want the service. We do take cancels over the phone and human error is always a
possibility. This is why we go to the extent in mailings so this will not happen.
Mr. [redacted] can feel assured in that he will receive no more communication from us.
Sincerely.
[redacted]
Sec/Treasurer