Complementary Medicine and Healing Arts

On July 10, one of our representatives visited Ms Butler’s home in order to discuss lawn serviceThe estimate that [redacted] received outlined both of our lawn programs The first is our Custom Lawn Program; which is services performed over our service year of February-November For her size lawn, those services would be $per service The other program is our Complete Lawn Care programOn the estimate the paperwork CLEARLY states that al [redacted] with the Custom applications that is also includes a fall core aeration and a grub-x control service Below those statements is CLEARLY states services @ $ (services from Custom Program plus the additional services = treatments)Our estimate also outlines that a soil sample will be taken at time of the 1st service for analysisThis is an additional $ [redacted] signed up for our Complete Lawn Care program; understanding that we would not perform of the applications since she was starting so late in the year With any new customers, we do require that service and the soil test be paid prior to the day of our arrival [redacted] paid $107.00; as required On the afternoon of July 14, 2015, a voicemail was left on the only contact number [redacted] gave us to list on her account The message left was that her 1st fertilization and weed control service would be performed on Sept 15, The message also stated the SEPARATE grub control application would also be performed; al [redacted] with the soil test [redacted] never returned our call to dispute the message The service was performed on September 15, by one of our veteran technicians A copy of the service invoice, stating each service performed al [redacted] with products used-notes from the technician-and a remittance slip for $was left [redacted] NEVER called to ask about the charge, discuss the charge or dispute the charge On Sept 14, [redacted] called our office in regards to a past due statement that she had receivedThe statement reflected the services that were performed on her property and reflected the payment for of them The statement was stamped PAST DUE with a automated note regarding the delinquency [redacted] did NOT dispute that the service was done She did NOT dispute that she received the service invoice left by our technician She repeatedly stated that she was not to be charged because the grub control was included in her program That is was part of what she signed up for I asked her if she had a copy of her estimate and she said that it was in front of her I reviewed the services, as outlined on the paperwork I reviewed the difference between the services and the services After a few moments, [redacted] said that she understood but wasn’t happy She said that she didn’t understand that at the time but would pay the balance due She said that she felt “screwed over” I told her that I was sorry that she felt that way but that our paperwork clearly details the services and the service invoice left by the technician (days prior) clearly had the remaining balance She never called or I would have gladly explained it at that time She said fine and hung up I have not heard from [redacted] since that telephone call Based on the events, the paper trail and the conversation that took place, Scotts LawnService will not be adjusting the balance that is on [redacted] ’s accountFurthermore, following company protocol, if the balance is not received prior to it becoming days past due, the account will escalate to our 3rd party collection agencySincerely,Nancy L***, Office Manager---Scotts LawnService / [redacted] Style Definitions */

*** *** issued us a check, on October 18, 2016, to pay for services that she requested to be performed on her lawnOn October 20, after one of our representatives called to schedule the service, *** called back and said that she wanted to cancel the services. She stated that
her neighbors were given a cheaper price from a competitor and she didnt want to pay more. This conversation took place after our regular office hours. On October 21, I explained to *** *** that because of return time with banks that we could only issue a refund if we received something from her bank showing that the check had cleared. Reason being is that a check can be deposited in to our account, have a customer do a stop payment, and us not receive notice for to weeks. I explained that if she was able to forward something to us, from her bank, showing that the check had cleared that we could issue her a refund.** *** called yesterday (November 8,2016) and asked how long it took to send a refund. I reviewed what had taken place and that we had not received documentation as we explained was needed. I told him that we needed something from the bank showing the check had clearedI told him that once we had the notice that a refund would be issued in 7-business daysYesterday afternoon (again November 8, 2016), we received notice from the customer's bank that the check had cleared.I have attached a copy of the document and circled the date that the bank issued the confirmation.The refund has been submitted and should be mailed no later than Tuesday, November 15, 2106. This is business days from receipt of required documentation.Sincerely,Nancy L***Office Manager

We have provided all tangible documentations and records of phone conversations.The customer has also provided information confirming that she received all documents but did not dispute any charges until she received past due notices and telephone calls.Based on the above and our company protocol, we firmly stand behind our decision.Nancy L***Office Manager

On July 10, one of our representatives
visited Ms
Butler's home in order to discuss lawn serviceThe estimate that [redacted]
received outlined both of our lawn programs.
The first is our Custom Lawn Program; which is services performed over
our service year of February-November.
For her size lawn, those services would be $per service. The other program is our Complete Lawn Care
programOn the estimate the paperwork CLEARLY states that al[redacted] with the
Custom applications that is also includes a fall core aeration and a grub-x
control service. Below those statements
is CLEARLY states services @ $82.00.
(services from Custom Program plus the additional services =
treatments)Our estimate also outlines that a soil sample will be taken at
time of the 1st service for analysisThis is an additional
$25.00. [redacted] signed up for our
Complete Lawn Care program; understanding that we would not perform of the
applications since she was starting so late in the year
With any new customers, we do require that service and
the soil test be paid prior to the day of our arrival. [redacted] paid $107.00; as required. On the afternoon of July 14, 2015, a voicemail
was left on the only contact number [redacted] gave us to list on her
account. The message left was that her 1st
fertilization and weed control service would be performed on Sept 15, The
message also stated the SEPARATE grub control application would also be
performed; al[redacted] with the soil test[redacted] never returned our call to
dispute the message. The service was
performed on September 15, by one of our veteran technicians. A copy of the service invoice, stating each
service performed al[redacted] with products used-notes from the technician-and a
remittance slip for $was left
[redacted] NEVER called to ask about the charge, discuss
the charge or dispute the charge
On Sept 14,
[redacted] called our office in regards to a past due statement that she had
receivedThe statement reflected the services that were
performed on her property and reflected the payment for of them. The statement was stamped PAST DUE with a
automated note regarding the delinquency
[redacted] did NOT dispute that the service was done. She did NOT dispute that she received the
service invoice left by our technician.
She repeatedly stated that she was not to be charged because the grub
control was included in her program.
That is was part of what she signed up for. I asked her if she had a copy of her estimate
and she said that it was in front of her.
I reviewed the services, as outlined on the paperwork. I reviewed the difference between the
services and the services. After a few
moments, [redacted] said that she understood but wasn't happy. She said that she didn't understand that at
the time but would pay the balance due.
She said that she felt "screwed over".
I told her that I was sorry that she felt that way
but that our
paperwork clearly details the services and the service invoice left by the
technician (days prior) clearly had the remaining balance. She never called or I would have gladly
explained it at that time. She said fine
and hung up
I have not heard from [redacted] since that telephone
call
Based on the events, the paper trail and the conversation
that took place, Scotts LawnService will not be adjusting the balance that is
on [redacted]'s accountFurthermore,
following company protocol, if the balance is not received prior to it becoming
days past due, the account will escalate to our 3rd party
collection agencySincerely,Nancy L[redacted], Office Manager---Scotts LawnService

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the company misrepresented the services provided. I paid upfront for the services requested during the service period. The company performed an additional service without prior consent.
Regards,
[redacted]