Dr. Green Management, Inc.

Initial Business Response /* (1000, 6, 2014/11/24) */
Contact Name and Title: [redacted] VP Of Sales
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
Hi [redacted],
After looking into you account and payment history the settlement balance was paid on 2/7/2014. This account...

will be wiped clear of all the late fees and interest charges at this time. You will have a zero balance from this point forward

Initial Business Response /* (1000, 8, 2014/08/15) */
Thank you for your email. We have sent the information to the account department to review your case and refund. Please be advised that our office will be in contact once the review has been completed. Thank you for your time.
Kind...

Regards,
Dr [redacted] Services
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 10, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same answer they have given me for over 2 months now and I have not even received a call from them (which was also promised).
Business Response /* (4001, 19, 2014/10/23) */
Good Afternoon, Mr [redacted]. We wanted to send you an update to let you know that a cheque in the amount of $110.00 has been mailed from our office in [redacted]. The cheque number is #[redacted] dated October 6, 2014 which you should receive in the mail within a week.
We apologize for the delay but we are glad that we could have your concern resolved.
If you have any other questions, please don't hesitate to let us know.

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello Mr. [redacted],
We do apologize that you received unwanted services. Our policy is continual service, which means it...

carries over from year to year unless notified otherwise. We do apologize that you were unaware of this, we certainly don't want to treat anyone's lawn that does not want it. We have removed the bill from the account so that it is at a zero balance. Again, our apologies on the inconvenience and we do value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this response as long as Dr. Green STOPS Billing me and attempting to collect on this via constant phone calls, emails and mailings. Also, I never signed nor agreed to any AUTOMATIC ANNUAL SERVICE AGREEMENT. Dr. Green just implies forcefully that this is a term of using their services. Again, I was NEVER contacted in 2015 authorizing any lawn services. Nor, am I even the current home owner of said property. So per Dr. Green's reply to close this account is acceptable.

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, 2015/06/10) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
We apologize that you received services that you did not want. We are a continual service company and we...

continue to come out unless we are notified. We apologize that you were unaware of this policy. For this fact, we are removing the balance that is on the account so that it is cleared. Again, we apologize for the inconvenience and the situation at hand and do value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for correcting this issue.

Initial Business Response /* (1000, 5, 2015/04/10) */
Contact Name and Title: [redacted] GM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@doctorgreen.com
[redacted], we went above and beyond for you and your property but I believe that you had the wrong expectations and and...

understanding on how lawn care works. We did several processes free of charge that were not owed to you. You did not pay for several application that you DID order. At this point I am going to clear the balance which in turn will stop the collection call and that will be the resolution

Initial Business Response /* (1000, 5, 2014/04/22) */
Thank you for taking the time to let us know of your concern. Our records show that you had signed up for services on July 1, 2013 and it was at this time that we had advised you that our services do continue from season to season. For a...

change in service, we do require you to call Customer Service. We are not sure who you had spoken with in regards to a cancellation however we would prefer you to call our Customer Service team as they are the only representatives with the authorization to process a cancellation.
Since you had been set up on easy pay which is our auto billing system, your Visa was charged $49 after the first treatment of fertilizer and pre-emergent crabgrass control was applied. WE would certainly like to make it up to you for the miscommunication. We would be able to refund the $49 but we would need for you to contact our Customer Service department [redacted] from Monday to Friday from 8am to 6pm) so that you can provide your credit card information for the refund.

Thank you for taking the time and letting us know about the concerns you are having with us.  We are sorry for any inconvenience this has caused you.  As discussed with ordering our services we do not offer refunds and that all sales are final.  We understand that you had not...

received the paperwork going over the agreement made and the terms and conditions as of yet.  Normally this information does get placed in the mail after the account is setup.  After reviewing the account further, when you spoke with the manager on October 20, 2017 we agreed that we would process through the refund for you in full.  At this time you provided the credit card number again so we can complete the refund for you.  Again, we are sorry for any inconvenience and if you needed anything please give us a call toll free at: ###-###-####.  Thank you. Kind Regards, Doctor Green Services

Initial Business Response /* (1000, 5, 2014/05/02) */
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 June 13, 2013. At this time you were advised that our services do continue from season to season and for a change in...

service to call our office. We are sorry to hear that you did not know that we were coming back out this season. You had mentioned that there was nothing mentioned on your pre-pay letters about the service continuing the following year however that is the purpose of the letter, to remind our active customers that the account is still active and that services would be resuming in the spring. Again, we are sorry to hear that you had missed that.
In order to resolve the matter amicably we will waive the current balance of $49 owing on your account.
If you are interested in using a lawn care company in the future we do hope that you keep us in mind and give us another opportunity to service your property.
Initial Consumer Rebuttal /* (2000, 7, 2014/05/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/12) */
Contact Name and Title: Natalie D Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@doctorgreen.com
Hello Mr. [redacted],
We do apologize about the inconvenience of the current situation. The statement that was sent to you...

was done by mistake, we are removing the balance on the account. We are a continual service company which means we come out every season unless notified. In order to cancel accounts, we do require our customers to call in to our customer service department since we do not let our technicians cancel accounts. We do apologize that you were unaware of this policy; however, the account is cancelled, your contact information has been removed and we have brought the account down to a zero balance. Again, our apologies on the inconvenience and we do value your business.

Thank you for letting us know about your concerns, we have reviewed your account with Doctor Green Services from the 2016 season.  We are sorry if there was any misunderstanding with the services that we were going to be providing to your tree and shrubs this season.  We are showing on...

your file that you had ordered 2 applications for this year; the first treatment was a insect and disease spray and the second visit would be a deep root fertilizer.  The deep root fertilizer that we apply normally not completed until the leaves on the trees have fallen, which is why we have not come by the property to complete that for you yet.  We are not showing that there was a request to send a supervisor over to the property to have a look at the trees. We are extremely sorry about that but we can make sure that we have someone come by and as the trees and see what the issue is that you are seeing.  Please let us know if we can move forward with this and have the gentleman come by the property.  If you would like to discuss this further you can call us toll free at: 1[redacted].  Thank you and we hope that we can continue working together. 
Kind Regards,
 
Doctor Green Services

Contact Name and Title: Mark [redacted] Branch Mgr.
Contact Phone: [redacted]
Contact Email: [redacted][email protected]
A refund was provided in the amount $299.25 ref # [redacted] on 10/23/15.

Initial Business Response /* (1000, 5, 2015/07/15) */
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 current miscommunication. We certainly do not want to be servicing someone...

that doesn't want our services. After looking into the account, it should have been cancelled back in March. We apologize about the additional service that you did not ask for; however, we are removing the current balance so that it is at zero and no money is owed. Again, we apologize for the inconvenience and do value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepted their response as I don't have to pay for service that I had not requested.

I HAVE HAD A LOT OF ISSUES SINCE THE SUMMER OF 2015. I BOUGHT 7 SESSIONS FROM A [redacted] TO TREAT MY LAWN AND IT WAS A COMPLETE WASTE OF MONEY. I HAVE CAMERAS ON MY HOUSE AND WATCHED THEM TIME AND TIME AGAIN COME OVER AND SPEND ABOUT 3 MINUTES ON MY ENTIRE LAWN FRONT, BACK AND SIDE... AND I HAVE A BIG YARD WITH A CORNER LOT! THEY DIDN'T EVEN TOUCH A THIRD OF IT!!! I COMPLAINED AND THEY CAME BACK OUT ONE TIME AND PRETTY MUCH DID THE SAME THING! I GAVE UP! THEN JUST YESTERDAY 2/17/16 THEY CAME TO MY HOUSE AND DID A "TREATMENT" THEN PUT A BILL ON MY DOOR FOR $61.70!! I NEVER ASKED FOR THIS SERVICE THEY TOOK IT UPON THEMSELVES AND DECIDED TO "TREAT" MY LAWN!! I PAID FOR THE 7 SESSIONS LAST YEAR AND THAT'S IT!!! I WOULD TELL ANYONE WHO'S INTERESTED TO STEER CLEAR AND AVOID DR GREEN!!!!! HORRIBLE!

Initial Business Response /* (1000, 5, 2015/07/28) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello Mr. [redacted],
We do apologize for the delay in your refund. It is being processed today, so it will reflect your...

accounts within the next couple of business days. Once it is processed, we will be able to give you a reference number for your records. 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.)

Initial Business Response /* (1000, 6, 2015/10/02) */
Contact Name and Title: Mark [redacted] Sales Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Mrs. [redacted],
I am sorry for the delay on getting you the rest of your refund. Your refund has been processed and is...

back on your credit card.

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
We are sorry for the miscommunication. Our company policy is to call in to customer service in order...

to cancel the account. We do see here that our notes indicate the last application should not have been done, so we are removing that bill. We apologize for any misunderstandings and do value your business.

Initial Business Response /* (1000, 5, 2014/07/12) */
Thank you for taking the time to let us know of your concern. Our records show that in 2013 you had ordered our Very Best Treatment Plan which was prepaid in the amount of $176.40. At the time of payment it was discussed that this payment...

was only for your Very Best lawn care treatment but there would still be balances owing for your two applications on your tree and shrub program. Also, our records are showing that an additional service, a fall aeration had been ordered on August 13, 2013 after your pre-payment had been made.
The balance on your account including interest charges is $218.56. In order to resolve this matter, we would be more than happy to reduce the balance to only $185.00 due August 4, 2014.
Please let us know if this is something that we can settle at in order to resolve the balance. Also, please be advised that your account with Dr. Green Services is currently active but on a hold until the balance has been resolved.

Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: [redacted] D Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@doctorgreen.com
Hello [redacted],
I apologize for the situation that has occurred. We did not have previous notes regarding you declining to...

renew services; however, our cancellation policy is to call in to customer service to cancel. We do not allow our technicians to cancel accounts. The balance has now been cleared and I have removed your contact information. Again, I sincerely apologize for this having happened and do value your business.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they agree to delete my invoices, I am done with them. Thanks for your help.

Initial Business Response /* (1000, 5, 2015/05/07) */
Contact Name and Title:[redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@doctorgreen.com
At this time your account is fully cancelled out and you will not receive any further treatments. I have also removed the balance...

from this account which will bring the balance to 0.