Custom Turf Care

I'm very sorry about us not being able to answer your callWe just switched from ATT to TWC and are having the voicemail set up soonWe are here 8-M-F.
This was a mistakeYou were a customer of our sister company (*** ***) back in We entered a bill on your account
mistakenly ($360.00- It was a big commercial job)I have fixed this to the correct account (it was number off in our computer)I'm very sorry we didn't answer your call to clear this up right away.
Thank you, ***

Response: I checked in our system and it looks like this was already resolved by *** (one of our employees) who must have spoken to the homeownerWe will not be giving a refund for work doneIt clearly states on the invoice we are a continuous service, and everyone knows with lawn care one
treatment will not solve the problemsIt works as a program because it needs a combination of fertilization, pre-emergent, and post-emergent weed control throughout the yearOne treatment can help depending on what is going on, but new problems will ariseWe offer free service calls within days of any treatment done (this helps us correct problems in lawn and see what needs to be done next)*** *** *** *** *** *** *** *** *** ** ***

*** *** received her first $off treatment on 8/We always sell a continuous service and never application, but since we had a misunderstanding I will take care of this billWe do not show a payment for the first treatment in August, but I will still take care of this bill in the
interest of moving forward.
My only concern with this complaint is that we sent out late lettersI really wish Mrs*** would have called after receiving one of those instead of waiting and getting this letter.
The account has been adjusted to $from $(treatments)We hope this clears things up moving forward.
Thank you,
*** ***
Manager - Turf Green Lawn Care

***,
Do you know who called you? I just saw in our computer your
number was removed per *** and on our sheets the address is blacked out and the
number is not availableThe only explanation I have is someone has very old
sheets and I need to address that with
them.
Very sorry for this inconvenience, but if you do recall the
person please let me know so I can make sure this does not happen again***
did remove your number and we cannot figure out how this call was made.
Thanks for the help,
*** *** (Manager)

*** ***, I understand you moved from your previous addressI can take away all charges from the move dateI'm just confused how you said you called in to cancel, but we have no phone notes here letting us knowOur office staff puts accounts on hold and makes detailed notes on phone calls each
dayDo you know who you spoke with? Thank you* ***Sent on: 6/6/7:18:AM

Thank you,
That account (***) is very old. Is it possible you were a customer back in or before? I'm not sure exactly, but this job done on 7/30/was debited to the incorrect accountIt was acct *** (a customer that's been with us a couple years)Sorry for this mistake as we
have cleared it up in our computer and you obviously do not owe anything
*** ***

***,
The computer generates those bills automaticallyVery sorry we couldn't be reached when you calledIn our computer it states you cancelled before the billing was done so it was obviously a mistakeI took out the billing and now it will not generate againIf you need anything else
call between the hours of 8-M-F and at least two people will be in the office.
Thank you,
*** ***

MrsPrescott,Concerning customer # *** Mrand Mrs*** received our services on one occasion after a cold call sale for both pest control and lawn careWe were turned away on the 2nd visit and did not return to their propertyThe Northern Kentucky branch of Custom Turf Care is located at Banklick RdWilder, Ky We also have locations in Louisville Kentucky, Forest Park Cincinnati, and Dayton OhioThe account is canceled with a balance and will not be reinstated.Thank You,Ryan PriceCustom Turf Care

Business Response to a Complaint
Complaint ID#:
***
Company Name:
Turf Green
Company Contact:
***
Company Phone:
Company Email:
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
Mr*** states he cancelled in the summer and we did extra services after he cancelledHe sent his one and only payment in after treatmentsWe sent two late letters before we received that paymentWe then called him in October in which we he cancelled over the phoneWe did the previous treatments in August and SeptemberIf he sent in a cancellation with one of our invoices it was possibly overlookedAfter we did one treatment I would have expected a phone call stating the cus***er wanted to cancel, but three months have gone by since thenIn order to move forward we will not continue to collect the $billThank you
Sent on: 11/19/5:34:PM

I have reviewed the response made by the business in reference to complaint ID ***, 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,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I agree that I am responsible for paying the business $to fully pay my account balance and at this time consider this complaint successfully resolved
Regards,
*** ***

11/9=Mr*** called to explain that Qkills crabgrass and other wild grasses and will stunt the growth of surrounding grass, but it comes backThe cus***er's grass did come back, but there were bare spots where the crabgrass had diedSince cus***er's application was late in the season, one
pre-emergent was used instead of the usual twoBusiness applied the post emergent at no chargeBusiness usually aerates and reseeds for $Business offered to aerate for $and reseed just for laborBusiness thought they had this deal arranged in SeptemberThen he heard from cus***er that since their neighbor's lawn company did that for the neighbor for free, the cus***er wanted it done by him for freeBusiness did not mislead cus***ers, and has made a fair offered to cancel the service with no outstanding charges and part ways

Business states they have addressed the issue and customer will no longer receive calls from the business.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have...

reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  I have not been contacted since I filed this complaint. If I am contacted by this company in the future I will follow up with you. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please...

contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] Or [redacted]

Mr. [redacted], 
Here is the information on your account. We did make an adjustment and take your word that it was cancelled in June like you said when you called our office. 
March 25, $15.75 promotional [redacted]
April 29, $40.75 regular [redacted]
May 30, $40.75 regular [redacted]
July 6- Payment...

from you $57.00
We did another app in July and in August. When you called we credited this account $81.50 for the two apps we did after you cancelled in June. 
I show you still owe $40.25 with no late fees. If you send in $40.25 that will settle this matter with the two treatments adjusted off already.  
Thank you, [redacted] (Manager)

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]

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.
I was shocked to see the response from Custom Turf that they had contacted me, and that I had rejected their offer to pay a portion of the balance. This is an outright fabrication. After reading this response, I immediately called them again, left a message on their answering machine (AGAIN), and then finally received a call back from a woman saying she was representing the company. I explained my complaint to her, and she passed me on to a man. I then explained my complaint to him. He told me they are not permitted to meet on the lawn, as I have repeatedly requested, to show all the weeds that have never died and to discuss the flowers they killed this spring. As I was explaining that I didn't think the entire lawn was being treated, the man became agitaited and told me he was the one that treats my lawn and that I have crabgrass (which they supposedly treated for with a pre-emergent). I have never complained about crabgrass, only the same weeds (like dandelions, clover, and plantain) that have never been killed since the first application. They continue to want to say I have "creeping charlie" and crabgrass, and it appears that they use this as an excuse not to properly treat the lawn for weeds even though their invoices say that they are. I then questioned why they would respond to the Revdex.com complaint that they had communicated with me, and that I had refused an offer to pay a portion of the balance. The man told me it was because they couldn't get a hold of me. Note again that they responded they did contact me, and I refused their offer. I reiterated my request to have someone meet me on my lawn to see the weeds and address my concerns. The man said he would not, that they would pursue the entire balance, they were turning my account over to a collection agency, and then proceeded to hang up on me.Per the response Custom Turf provided you:Please see two examples of literature left after application. No where does it state they treat the lawn every 4-6 weeks as claimed. It only states that service continues from season to season. I have never given them permission to treat my lawn every month of the year. When I first allowed them to start treating the lawn several years ago, the program I approved was for six applications through the growing season.Whether or not they have an answering machine that runs 24/7 has not been disputed. The problem has been that it is the only avenue to try and communicate with this company, and my experience has been that my calls and messages have been ignored. They were told by answering machine message not to treat my lawn again, but ignored my instruction and treated it again anyway.I have also attached examples of the same weeds that have been present since the start of the year. These weeds are not "creeping charlie" and crabgrass as stated by Custom Turf. They are dandelions, clover, and plantain that are easily controlled with proper application.Recording wind speeds differently is an interesting way to say you haven't violated label instructions that led to damage to my landscape. I will be filing a formal complaint with the [redacted] Department of Agriculture, Division of Pesticides. Custom Turf can explain to them why they made application at times with wind speeds twice that of the label instructions. They can also explain making repeated pesticide treatments in clear violation of the label rates.Due to Custom Turf supplying you with a fabricated response, their refusal to meet me on my lawn to discuss their poor service, property damage, and lack of results, and the level of hostility displayed over the phone threatening me with a collection agency and hanging up on me, I have no faith that they have any intention of delivering the most basic of service and results any homeowner would expect.  
Regards,
[redacted]

Business Response to a Complaint



Complaint ID#:


[redacted]




Company Name:


Turf Green


...



Company Contact:





Company Phone:


###-###-####




Company Email:


[redacted]




Person Who Sent the Complaint:


[redacted]




Staff Member:




Response:
When we offered Ms. [redacted] a one time special price of $29 that was a discount for the first application. We never sell one application as one application can only do so much to a lawn. We always sell our program and sometimes we offer discounts on the first application. As far as us killing her yard, this is possible that it turned brown because we used a weed killer. If the yard was full of weeds and there was no grass then this could happen. I'm 100% sure that our weed killer does not kill grass. We have to kill weeds, then get grass to grow before turning a yard around. We sell the program in order to do this over the course of the year. Sorry for this misunderstanding as Ms. [redacted] thought we would come just one time. Either way I believe she should pay for that application as she agreed to do. Her total bill is $30.75 as we have adjusted off the other applications and late fees. Thank you
Sent on: 11/21/2014 8:49:35 AM

I sent the original complaint to our branch manager in that area since this was not a customer in Louisville. [redacted], attached on this email wrote off the $44 charge and Ms. [redacted] owes nothing more. We are sorry for the misunderstanding...

with the Tree and Shrub that Trugreen did vs our mosquito treatments on the lawn.  Since we wrote off that particular treatment, we hope we can both move on.  Thank you,  [redacted]Account Manager