Custom Turf Care

Concerning Mr. [redacted], we normally treat 4-6 weeks apart So the amount of applications necessary and are outlined on each bill and on every piece of literature we have available. The Customer has opportunity to quit the service at any time, either written or by phone or with a message. I have an...

answering machine that runs 24/7. The wind speeds were recorded differently at the time of application otherwise we would not treat. explained this to Mr. [redacted] and offered to settle for a portion of the $207.00. He declined so I have no choice but to leave the balance open and Standing.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

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]

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]

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]

[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 [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]

To Whom it May Concern,In regards to Mr. [redacted]'s concerns with his lawn. Creeping Charlie is a wild grass that can only be contained using a specific product. As long as this branch is open and we can afford it, we have never charged for using this product as we know Crabgrass and other wild...

grasses show up this time of year at no fault of ours or the home owner. We have been doing lawns for over 30 years in this company and take great pride in working side-by-side with all of our customers in Northern Kentucky.We have no problem canceling all services for Mr. [redacted] and will not attempt to do business with him again.Thank you for your help in resolving this matter. Custom Turf Care of N. KyBranch Mngr,Ryan

Dear Mrs. Prescott,I apologize for missing you each time on the phone, however, run this entire branch from top to bottom and generally these problems can be worked out between the branch and the customer. Concerning Mr. [redacted], we normally treat 4-6 weeks apart So the amount of applications necessary and are outlined on each bill and on every piece of literature we have available. The Customer has opportunity to quit the service at any time, either written or by phone or with a message. I have an answering machine that runs 24/7. The wind speeds were recorded differently at the time of application otherwise we would not treat. explained this to Mr. [redacted] and offered to settle for a portion of the $207.00. He declined so I have no choice but to leave the balance open and Standing.

I received an e-mail from the Manager of TURF GREEN ([redacted]) and responded last night indicating that I will contact him before the end of the week. Please note that in his e-mail to me, [redacted] did not propose an alternative resolution to my request which would 100% resolve this matter of lies and poor quality customer care. Therefore, until such time as the Manager of TURF GREEN proposes an acceptable solution, which I want in writing, the matter will be outstanding as a valid complaint which he seems to acknowledge in his e-mail.
[redacted]

Mr. [redacted], 
I'm very embarrassed by your complaint to the Revdex.com. We have dropped the ball on getting your aeration job completed. I have tried to call you direct, but it's saying this phone number has been disconnected (###-###-####). Can you please call me directly on my cell phone when you get...

a chance?
 
Cell Phone ###-###-####
 
Thank you, [redacted] (manager)

Mr. [redacted] received two applications of lawn care. The first being discounted $10 off and the second in April of 2013 being full price. He says we didn't answer the phone, but we are here M-F 8-4 every day except holidays. We sent out 13 late letters in between April 2013 and our latest letter so I...

would have expected a phone call to clear this matter up before now. 
 
Since this was so long ago and since we're moving forward I'm not going to try to collect any longer. Balance now [redacted]s $0.00. Wish we could have worked something out last year.
 
Thank you

When we bought the trucks and customers from [redacted] our goal was to get to them as quickly as possible. We confirmed her as a new customer on 3/31 and put the production card into route that next week. Unfortunately, by the time she called to cancel it was likely already in a route...

and we did not pull it in time. I know she gave an okay on 3/31 because there were specific directions to spray to the willow tree. Mrs. [redacted]- I’m sorry we sprayed you on 4/08/16, but rest assured we already gave you a credit for that amount so you owe $0.00. We will also not be back out to spray you since you are cancelled in our system.  I wanted to follow up on this complaint. Mrs. [redacted] says we bought a contact list and didn’t merge. This is completely false. We bought all of their assets including trucks and customer base. The former applicator at [redacted] left and started his own company. I believe it’s called [redacted]. I do not wish to get him in any trouble, but our name has been slandered a bit by people saying we didn’t buy them. We have the contract signed and titles on the trucks. He ([redacted]) never owned [redacted] and I want to make certain we are doing everything by the book. [redacted]

Mr. [redacted], 
If you were to be notified before hand we should have made you a call ahead and called the night before. Not sure why that didn't happen. Either way, when it rains heavily less than one hour after a treatment we do all those people again to make sure they get the treatment. Your...

balance was $0.00 in our computer due to this. Sometimes the weather is unpredictable and we don't want to waste an entire days work if it doesn't rain until 5:00PM. All the treatments for that day will work if they had time to soak in before a downpour. 
I have gone ahead and cancelled your service. Our office hours are 8AM-4PM Mon-Fri if you have anymore questions or concerns. ###-###-####
 
Thank you, 
[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.]
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]

Response: There was a misunderstanding because we never call people to sign up for an aeration unless they are already a customer or want other treatments. We had you signed up for our eco program and did the treatments. I will write off the last two done for a total of $79.50 which makes your...

balance $0.00.

Mr. [redacted], I went up to this branch Friday and spoke with them about this situation. [redacted] let me know he had two production cards on you so we did do too many treatments for you. We adjusted all of them off and came up with these dates as the treatments you should have received. We credited off the...

extra ones. 3/25 [redacted] 4/28 [redacted] 5/21 [redacted] 6/20 [redacted] (service Call- no charge) 7/9 [redacted] The price of these were $43.75 except the first one which is $22.75.  We show you have paid: Check 6453 $22.75 Check 6463 $43.75  This would leave a balance of $87.50. [redacted] had it at $131.25, but I went ahead and adjusted an extra one off to be sure we don’t overcharge you.  Your account has been cancelled and we will not be back out. Thank you,  [redacted] Account Manager ###-###-#### Cus[redacted] Turf Care

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]

Mr. [redacted] used our service for one application in April 2012, one in September of 2012 and one more in November of 2012. 
 
We had him cancelled after an application in January of 2013, but I believe him when he says he cancelled before. Sorry we missed that note and I will take care of...

the balance and adjust to $0. 
 
As far as not seeing improvement in the lawn I am very sorry, but not too surprised. April, September, November is not ideal. Too long in between services and not enough. I wish we had a chance to do our entire 8 application program to show what a good job we can do. Hate being judged on three apps especially when there was so much time in between when he signed up the first time in April and again in September. 
 
Again, sorry about missing that note. There were no extra billings, just late letters if you kept receiving those for the one application in January. 
 
Thank you

In regards to Mr. [redacted]'s complaint we feel we are owed the final bill, but in order to move on we will not continue to try to collect. Mr. [redacted] was upset there were weeds and rightfully so. We adjusted two treatments we did for weed control and gave them to him for free. The last treatment was a...

flea and tick treatment in order to keep fleas out of the lawn. 
Since we gave him two weed control applications that were not satisfactory for him I would think he should pay for the insect control treatment since we did not hear any complaints about that. We have adjusted this balance to $0.00 and will not contact Mr. [redacted] to sell him any service again.
 
Thank you

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]