Dr. Green Management, Inc.

Complaint: [redacted]
I am rejecting this response because:
From: Andrea [redacted] [mailto:andrea.[redacted]@gmail.com] Sent: Thursday, August 24, 2017 4:19 PM To: Revdex.com Info <[email protected]> Subject: Re: You have a New Message from Revdex.com Serving Chicago and Northern Illinois Complaint #[redacted]   I will not be accepting Dr. Greens response for the following reasons: Dr. Green said  they came out right away, on 5/11 to assess the dead patches.  This is false.  It took two phone calls in April, not May,  before they came out.  The form stated that a "Senior technician" came and assessed the damage and left a carbon copy of the report with the details. There was no carbon copy of the report. The form they did leave stated that they sprayed the weeds and junkgrass, AGAIN!  Probably making the dead patches worse. On 4/16 I called and they said they were waiting for pictures of the damaged areas , they had not asked for pictures previously.  I sent the pictures the same day. Dr. Green stated that after May 11, they had offered to send out  "production manager to the property to have a look and at this time you had let us know that you did not want to carry on with the property".  This is false. I fired Dr. Green on 4/25/17 and received a cancellation number of 2011 from Melissa X[redacted]. Dr. Green stated that the refund was completed on 8/8/2017 and a receipt was put in the mail that day. This is partially true.  The refund was given on 8/9/2017 but I never received a copy of the refund. This refund came after multiple phone calls on 6/26, 7/5 twice, 7/14, and  7/27 and eventually filing a complaint with the Revdex.com on 8/7/2017.  My phone calls were not returned, I was promised that the refund would happen and it did not, I was told a manager would call me back and they did not.  I have kept very good records of attempted phone calls and conversations.  Unfortunately it took the Revdex.com to get a response from Dr. Green. In a nutshell, it has taken from 4/12/2017 to 8/9/2017 to receive my refund. Unacceptable! Sincerely, Andrea [redacted] Revdex.com case #[redacted]

Initial Business Response /* (1000, 5, 2014/04/09) */
Thank you for taking the time to let us know of your concern. We do apologize that you didn't know that we were coming out to your property this year. We do let all of our customers know that our services continue from season to season so...

we are sorry that you did not know.
In order to resolve the matter amicably, we would be more than happy to remove the charge for this application. If you ever need lawn care in the future we would hope that you would consider us as your lawn care provider.
Thank you and we hope you have a great day!
Initial Consumer Rebuttal /* (2000, 7, 2014/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2014/07/29) */
Thank you for taking the time to let us know of your concern. Our records show that you had signed up for our services on May 24, 2014 for services which would be completed on a monthly basis and had provided us with your credit card...

information to charge after each application has been applied. We have it noted on your account that you had wanted a notification the day before the service is to be completed to let you know that we would be coming out to provide the service. This call was made to ([redacted] as requested but it is an automated call.
After reviewing your account we have found that we visited the property on 3 occasions, (May 29, 2014 for $24.95, June 18, 2014 for $47.00 and May 8, 2014 for $47.00)
We understand that the application on June 18, 2014 we had only been able to treat the front lawn as the back gate was locked. Normally we ask that our customers contact us to let us know that you would like us to return as sometimes when the gate is locked, our customers are away on holidays and to avoid returning to the property on multiple occasions to treat the backyard, we ask that you contact us to arrange the re-application so we are sorry that there was this miscommunication.
Since your first application was given to you at only $24.95 with your commitment to allow us to service your lawn for the full 2014 season, normally there would be an added fee added to the account since we were unable to fufill your contract due to the early cancellation. Since your backyard had been missed on the second visit to your property, we would be willing to waive this charge and leave your balance at zero.
Please let us know if you feel this is a reasonable settlement.

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. The response IS however a bit terse as I am very aware that lawns do not magically get fixed with ONE application with a magic wand. My BIGGEST complaint is not the yard, but the very poor communication with the salesman/company. If I am going to pay someone to do a service for me, the very least they can do is respond sooner than 4-8 days to a question I have. It's just basic customer service. 
Sincerely,
[redacted]

On June 24th 2011 Mr. [redacted] signed up to receive our fertilization and weed control program. We performed 5 fertilization and weed control treatments and an overseeding on the lawn. There has never been a payment made towards this account and with accrued interest the bill has risen from $280 to...

$504.57. We started collection calls in September of 2011 and there have never been any responses to our many calls or letters to pay the bill for the services that were ordered and received. We would be happy to settle the debt with the interest removed at $280 and stop the collection action. Please call me at [redacted].

Initial Business Response /* (1000, 5, 2015/06/12) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
We apologize about the delay in the refund. It is in the process of being put back on the credit card. Our...

office will call you to follow up with a reference number after it has been completed. Again, we apologize about any delay in the return.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled my account in April. I have a copy of an "invoice" for the credit of $152.96 and I dont' understand why I have not received my money back.
Also, I requested my money be refunded to my Visa, not the Mastercard I originally paid with and I can not get a straight answer out of anyone as to how it will be refunded. I would rather it come in a form of a check to avoid any further delays. I don't understand why there are NEVER any managers avaiable to talk on calls and why nothing can ever be resolved over the phone with your company. I have wasted hours of my time calling in on just this issue, but there have been many more iwth your company. Dr. Green is a horrible company. They do not do what they say the will do, they blatantly ignore the customer requests, they do not communicate between departments - I just got a call this week from someone in your company asking why we're not on the route anymore!! YOU ARE BY NO MEANS AT ALL CUSTOMER SERVICE FOCUSED. I will never ever do business with you again and I will vehemently advise others not do so as well because my experience with you has been beyond HORRIBLE.
There is absolutely NO REASON why you cant' send me my money TODAY and no excuse for why it has not already been done.
Final Business Response /* (4000, 9, 2015/06/16) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
[redacted],
We apologize about the delay in getting you your refund; however, your refund was processed on June 15, 2015 in the amount of $152.96. It generally takes a few days for it to show up on your account, but it has been refunded. It was put back on the Visa and the reference number is as follows: [redacted]
Final Consumer Response /* (2000, 11, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do see the credit applied back to my credit card bill. My refund has been received.

Initial Business Response /* (1000, 5, 2015/05/13) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@doctorgreen.com
Hi [redacted], I will be out today to address this issue and I will call you prior to arrange a time. I will make sure that this...

is address asap and I am sorry for the current delay. This matter is my main focus on getting resolved.
Initial Consumer Rebuttal /* (2000, 10, 2015/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company GM called me the next morning and visited my property to evaluate the issues. They offered to repair all the damage.
Will keep this complain open until everything is resolved and will update with the progress.
Final Consumer Response /* (3000, 17, 2015/06/03) */
It's been two weeks since the last contact from Doctor Green and nothing has happened. I called 3 times trying to get a commit date from them but so far no luck. Their customer service analyst cannot commit to anything and will not escalate to the management. I asked twice for a call back from their supervisor or manager but it never happened.
Final Business Response /* (4000, 20, 2015/06/09) */
Contact Name and Title: [redacted] D [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
We are actively working with this customer to resolve the issue.

Initial Business Response /* (1000, 8, 2014/09/16) */
Thank you for taking the time to let us know of your concern. We are sorry to hear that you have had problems with our services. Our records show that our production manager, [redacted] visited your property himself on August 29, 2014 to triple...

aerate and seed your lawn. We confirmed with [redacted] that he criss crossed the lawn with the aerator where he could but the triple aeration should be fine even in areas where it was not criss crossed.
[redacted] will be coming out to your property tomorrow (September 17) or Thursday (September 18) to check on the progress and if we need to take further steps to fix the areas we can see what we can do.

Initial Business Response /* (1000, 5, 2015/07/10) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
We do apologize about the miscommunication. We certainly do not want to be treating someone's home that...

does not want our services; your account is cancelled and we will no longer be servicing your home.
We apologize that it was not properly conveyed to you that we are a continual service company. This means that we continue to come out year to year, unless notified otherwise, for our customer's convenience. As this was not what you wanted, we apologize. The account is now at a zero balance, so there is nothing to be owed. We again apologize for the miscommunication.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While the miscommunication spanned many months we appreciate the apology and the resolution. Thank you.

Initial Business Response /* (1000, 5, 2014/05/14) */
Thank you for taking the time to let us know of your concerns. Our records show that when you had signed up for services on March 23, 2011 that our services do continue from season to season and for a change in service to call the office....


Our records show that we received a call from you on July 12, 2013 to cancel the services. We offered you a partial 4 visit program in 2013 for $204.60. At this time you had accepted and pre-paid on your credit card. The last application in that 4 visit program was applied on August 5, 2013.
In order to formally cancel your account we do require that our customers call our customer service line as our sales representatives and technicians do not have the access to your account in order to make those changes so we are sorry that you were not aware that the account was still active.
On April 21, 2014 we applied a fertilizer as well as a pre-emergent crabgrass control to your full property as well as aerated the front yard. As the work order is pre-printed at our office, the technician is not able to adjust the billing on site. If at any time there are areas missed we can certainly return to complete the job.
When you called our office on May 5, 2014 to let us know of your concerns with the gate, we offered to place your account on hold until we can come out to assess the gate. We should be coming out very shortly to assess the gate.
In order for us to come and do the assessment, we do need to leave your account active but all billable services are on hold until May 30, 2014. If after this date you need to close down the account, please let us know so that we can make any adjustments.
What we would be willing to do in order to resolve the matter is remove the charge on your account for the core aeration which would bring the balance to $55 for your first fertilizer and pre-emergent.
Please let us know if this is something that we can do to help you out.
Consumer Response /* (3000, 12, 2014/06/09) */
I am still having issues regarding this complaint. I did not want to agree to their deal, as they have not come by and fix the gate they broke of mine. This case needs to be re-opened and I need a better response from Dr. Green. I called them on 5/5/14 to have someone look at the fence and this still hasn't been resolved. My fence has been broke since 4/21/14. This is unacceptable.
Also, while my account was in hold status for someone to come and look at my gate, they applied another fertilizer treatment and billed me for it. The only reason my account wasn't canceled was because they wouldn't be able to set up a visit to view the gate.
Business Response /* (4000, 14, 2014/06/18) */
Thank you for taking the time to respond. As per your conversation with one of our representatives on June 9, 2014, since we had not yet returned to repair your gate, we agreed that we would be waiving the full $175.00 fees off of your account in lieu of returning to repair your gate.
It is our understanding that this issue has been resolved. Please let us know if you disagree.

On May 6th 2016 Mrs. [redacted] called in to our offices and spoke with customer service stating that her ex husband signed up for the services in her name in 2011. While performing the numerous services on her property there was never a call to say we should not be treating the lawn. We are willing to eliminate the interest and settle this account at $280. Please call me at [redacted] if you would like to settle this account.

Initial Business Response /* (1000, 8, 2015/04/24) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@doctorgreen.com
Hi [redacted], you account is fully cancelled out and there is no charges on there currently. I want to thank you for the business last...

year and if you need any further assistance please do not hesitate to call.
Initial Consumer Rebuttal /* (2000, 10, 2015/04/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello Mr. [redacted] ,
We do apologize for the inconvenience. We have looked into the account and do see that it was...

cancelled. We are a continual service company; this means that otherwise notified we continue to service your property. We apologize that it was not conveyed at the time you had paid your bill that you wanted to discontinue services. We have now brought the account to a zero balance so that there is nothing owed. Again, we apologize for the inconvenience and do value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for your reply.  We did double check with the accounting department and the check was prepared on September 1, 2017  (check #[redacted]) and was placed in the mail September 5, 2017.  I am sorry for the delay, the check does come from our Canadian office and sometimes can take a little longer in the mail.  We are happy to follow up with you in a couple of days to make sure that you have received the check in the mail.  Again, we are sorry for the delay and if you have any questions just give us a call.  Thank you. Kind Regards, Doctor Green Services

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
We do apologize for the inconvenience with the situation that has come about. We apologize, but we do not...

provide refunds for services rendered. Our services are scheduled as a program to get the lawn in ideal condition. It is a process that does take time; it takes more than two applications to change the status of the lawn. It generally takes up to a full season, if not multiple, to get the lawn into ideal shape. We apologize if this was not thoroughly explained to you previously.

Initial Business Response /* (1000, 5, 2014/10/10) */
Hi [redacted],
Thank you for taking the time to let us know of your concern. We reviewed the call into our office on October 4, 2013 Mrs. [redacted] had called into our office and requested to have the account cancelled and our representative had...

offered a free re-spray of the weed control as well as a nuisance pest control application. Mrs. [redacted] accepted this offer so the account was not cancelled on this date.
Our next call into the office was on April 16, 2014 after the first fertilizer was applied and the representative you spoke with offered our Dare to Compare policy because we will match and beat any of our competitor's price by 10% of the difference for the same services. At this time Mrs. [redacted] accepted this offer and the account was held until April 30, 2014 while she shopped around.
Our next call into the office was on May 29, 2014 after two applications of fertilizer, weed control and pre-emergent crabgrass control was applied to the property.
At this time the account should have been cancelled and no future applications should have been applied so we have removed the charge for the treatments completed after this conversation. This leaves a balance of $112.10 which includes the first two applications applied while the account was active and interest charges.
In order to resolve this matter amicably, we are willing to reduce the balance to $75.00 if paid by October 31, 2014.
Thank you, and we will await your response.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dr. Green is once again changing their story. I never agreed to a continue the service on October of 2013. Dr. Green has conveniently left out the conversation with Julie on Dec. 17 2013 where we confirmed the cancellation of this account ONCE AGAIN so no service call should have ever been made in April. When we spoke to [redacted] in April, she stated that my cancelled account would be returned to a zero balance but that she would like for me to do some comparison pricing and if I found something cheaper to call her back and the price would be matched and a NEW service contract would begin. At that time it was confirmed that the account was in fact cancelled, had a zero balance and that no other services would be performed unless we called back requesting the service after any price comparison shopping was done. We never called back because we didn't want their service even if they were going to do the price match and yet they still sent someone out to spray in May. If we agree to anything that would be to pay for ONE and only one $49 application and that is for the possible misunderstanding back in April of 2014 where I agreed to comparison shop to find a cheaper price for the same service. I told them IF I did find a cheaper price that I MIGHT give them a call back and possibly give Dr. Green Services the opportunity to match the price but we didn't want any of their services regardless if we found something cheaper which is why we never called back. At that time Dr. Green conveniently took it upon themselves to reactivate an account that was cancelled in October of 2013 and cancellation confirmed again in December of 2013 only to start creating a bill for unrequested and unwanted services.
Final Business Response /* (4000, 9, 2014/10/20) */
Thank you for taking the time to respond. We are not sure where the miscommunication is coming from as we did review the call on October 4, 2013 and it was agreed that the account would remain active. If you would like to listen to the call, we would be more than happy to play it for you. We were not able to locate the call on April 16, 2014 as you did not call us from the phone number that we have on file. In order to resolve this matter amicably, we are willing to reduce the balance from $114.26 to $49.00 which is the cost of the first application of fertilizer and pre-emergent that was applied to your property on April 16, 2014 after the discussion on October 4, 2013 where it was not discussed that the account would be closed. This settlement payment would be due by November 10, 2014.
Please let us know if you feel that this is a reasonable settlement, as we do as there was beneficial treatments applied to your lawn before we were made aware that you had chosen not to use our services for the 2014 season.

Initial Business Response /* (1000, 5, 2014/06/09) */
Thank you for taking the time to let us know of your concern. Our records show that you had signed up for our services on April 5, 2011 and it was at this time that our representative advised to you that our services do continue from...

season to season. It is also noted on all invoices that have been left at your property from 2011 to 2013 as well as on all pre-pay letters that are mailed as well as e-mailed to you.
We are sorry to hear that you were not aware of this. In order to resolve the matter, we will waive the current balance of $77.56 currently owing on the account.
We do hope that you consider us someday in the future to use us as your lawn care provider once again.

In February 2015, the Walkers signed up for services and prepaid for the season to receive a discount. They did call 2 times about weeds. In April they called 1 day after a treatment was performed and in September they called 4 days after a treatment was performed. I applications are done to close...

together damage will occur in the lawn so they were instructed on this in April and again in September. No other called came in about the weeds. When the program was sold, the Walker's were informed that our services continue from season to season by myself who verified the sale over the phone. There was an email to cancel on 2/9/2016 asking to cancel services 6 day after we performed the first treatment this season. We did perform a treatment after that email was sent and have written that bill off. I am writing off the $56.29 for the first treatment also. There will not be a refund for last years program.

Initial Business Response /* (1000, 5, 2014/12/24) */
Hi [redacted],
Thank you for taking the time to let us know of your concern. We are sorry to hear that you have had problems regarding the billing on your account. We reviewed your account and were not able to locate a cancellation of the service...

prior to the April 9th fertilizer and pre-emergent that was applied to your property. We certainly do not want to apply any products to anyone's lawn without their approval. Of course the charges have been removed off your account and we will ensure that you do not receive any further calls about the balance or marketing.
Please accept our apologies for any inconvenience this may have caused.
Thank you and we hope you have a happy holiday!
Final Business Response /* (1000, 8, 2015/01/05) */
Hello there was no record of you calling into cancel our service prior to the 2014 season. Your service autorenewed like all customers service does and was that is why the application was done on your property. To cancel service we simply ask that you call customer service where all calls are recorded and documented to ensure that the correct process is done for each account and this is were I feel you have failed to cancel correctly. Regardless the account is full cancelled and there is a 0 balance on the account. You do NOT have any outstanding balance with Dr. Green.

Initial Business Response /* (1000, 5, 2014/06/26) */
Thank you for taking the time to let us know of your concern. Our records show that you had signed up for our services on April 17, 2013 and it was at this time that we had let you know that our services do continue from year to year. In...

case you had forgotten, we also put this on all work orders that were left at your house in 2013, all statements that had been mailed as well as e-mailed to you, and on all pre-pay letters that had been mailed and e-mailed to you in our off season. These letters specifically remind you that you were still active and scheduled to receive services for the upcoming 2014 season.
Had we known that you had decided not to use our services this year, we would not have provided the service for you. Our records show that we had visited your property on three occasions this season (April 17, 2014, May 14, 2014 and on June 9, 2014). As soon as we received your call into our office on June 9, 2014 we cancelled your service right away.
In order to resolve this matter amicably, we are willing to reduce your current balance of $148.96 to $100.00 (due July 21, 2014).
Please let us know if this is something that we can do to settle as the three treatments of fertilizer, weed control and pre-emergents were still beneficial treatments to your lawn.