Ellie Real Estate Ltd.

This customer called into the office on 7-28-and stated that his family watched the tech sit in his truck walk to the door and place the invoice on it, without spraying the lawnHe then requested a manager come to his property and leave a detailed note of what was going on with his lawn and how we can fix itI service call was placed to do soOn 7-29-15, the customer called into the office demanding to speak to a manager about the tech not treating the lawnThis afternoon I returned the customer's call.I began the conversation by saying the manager was out and would be looking into this Thursday or Friday and that I could help him with the GPS recordsThe customer told me that his family had watched the tech pull up sit in his truck walk to the door and leave the invoice on the doorHe said his father walked out into the lawn and rubbed his hands through the grass an it was not even wetI informed the customer that the tech was parked at the residence from 2:to 2:The customer then began insulting the integrity of my companyHe stated he cancelled his last company because of these issueThen he stated his was going to cancel the service once he received his free treatment.I informed him that this tech has been with us for a while and had not had any problems with himI again stated that the truck was there for minutesThen he told me that was not true because his wife was in the back lawn for of these minutes with the techSo, now he is calming the technician was in the back lawn as before he mentioned that we just pulled up and put the invoice on the doorSince now there was a discretion I said I will just cancel the account and clear the balance and move onThe customer then hug up the phone.I have been in business for yearsWe have GPS on all of our trucks and do routine followings with are techsYes, I began to aggravated when the customer started to insult the integrity of my companyOur trucks are calibrated to spray gallons per minute, per 1,square feetThis application was done at in the afternoon and I would say that it would be dry within minutes, due to the heatAlso, who runs there hands on a lawn that has just been sprayed for insects and fertilizer.This account is currently closed with a zero balance

[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 is satisfactory to me Regards, [redacted] ***

When the customer called into the office to complain on 9/22/17, he was requesting a $refundNow that he a filled a Revdex.com compliant he is now asking for $On that same day $was refunded back to the card, by our customer service repIn order to resolve this complaint Southern Green is going to apply an additional $back onto the credit card, totaling $Account is currently closed with a zero balance

Southern Green has nothing further to say in regards to this matter

[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 is satisfactory to me.
Regards,
*** ***

This customer began service with Southern green on 2-8-It was verified with our audit department on that same dayFirst treatment was on 2-11-16, second on 3-11-16, and the third on 4-12-We only received payment for the treatment on 2-11-On 4-15-customer sent in notice to cancel
service.Per account notes: On 6-13-customer called about bills owedshe claims she signed up for one time treatment explained we do not have any agreement like thatms claims she cxld I confirmed she did on 4/15/and services are still owed for since cxl was made after servicesI spoke to mr and mrs about them owing the balance of $100- I explained that if they would like to provide a copy of the "one time" service flyer that they received I would be more then happy to research and looking itHe spoke to *** on 2/8/for audit which I explained, I offered to split the balance for any confusion and he advised me that he is not paying me s@$tOn 8-8-16, mr called in claiming he is going to take this matter to the attorney generals officeI explained to him that if he can provide a flyer for this one time txt then we can look further into the mattermr didn't really care for what I had to sayhe said he is going to take it to his lawyer.Over the coarse of the years Southern Green has been in business, we have no literature that says anything about a one time serviceWe have asked the customer for the info and has failed to send it to usThis is one of the reasons we have an audit department, to verify servicesWhy did this customer wait until after the third treatment to send in cancel notice? To close this matter Southern Green has zeroed out the balance on the accountAccount is currently closed with a zero balance

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Your company is a bunch of thievesI will be letting everyone around Jacksonville not to deal with you companyHave a great day!
Regards,
*** ***

Southern Green is sorry for the inconvenience in this matterThe $is a cancellation fee for cancelling the serviceThis is the policy for all of our customersIn order to resolve this issue Southern Green is going to waive the $charge on the accountThe account is currently closed with a
zero balance

Refund checks are cut quarterly by the accounting departmentI apologize for customer service not relaying this messageI will hand cut a check today and put it into the mailDepending on the Holiday, I would expect them to have refund check by Monday at the latest

[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 is satisfactory to me.
Regards,
*** ***

The price to treat this customers lawn is $per application at times a yearThe total price for this account would be $before any discountsThis customer received a percent discount for prepaying and one treatment for freeThe free treatment is a promotion for new customersIf
you take away the free treatment the price now becomes $for treatmentsThe prepay discount of percent is $from the $Now the price becomes $for the remaining treatmentsWe received a check from the customer for $on 6-2-The treatment dates are as follow: 5-21-14, 6-17-14, 7-14-14, 8-12-14, 9-9-14, 10-9-14, 11-6-14, 12-1-14, and 1-19-This is a total of treatmentsOne for the free treatments and the other for which the customer paid $forNo money is due back to this customer due to the fact that they received all treatments for which he paid forThis customer received $in discountsThe account is currently closed with a zero balance

This customer began service with Southern Green on 3/29/16, and received one serviceThis is the fault of our sales representative not explaining the indoor pest control process correctlyPer industry guidelines and regulation it is recommended that we treat the outside of the home, 3ft all the
way around the perimeter of the homeIf there is a problem with the presence of bugs inside the home, then we would come in and target that specific areaPretty much trying to keep the chemicals out of the homeOur apologizes that our sales rep did not relay this information, or maybe it was and he did not tell the office what the customer wantedAs of last week the credit card has been refunded $and the account is closed

All of our refunds are sent out through accounting quarterlyI apologize for the customer service not relaying the message to the customerI will call accounting and have a check mailed out by the end of business todayCustomer should receive the check by Friday of this week

This customer agreed to service with Southern Green on 7/27/and there first service was completed on 8/7/The customer cancelled after only one treatmentIn order to see results with our service it will take well more than one treatmentThe customer called in expecting all the weeds to be
gone and fire ants as wellDuring the summer months, temperatures above degrees, we do little no no weed control at allTemperatures are so high we do not want to damage the existing grassThis is standard throughout the chemical lawn care businessDuring these months our main focus is color and insect control, turf damaging insectsWe do treat for fire antsFire ants are very difficult to controlThere are many different types of colonies and can be very difficult to get rid of the queenAgain this takes more than one treatmentIn Florida weather conditions vary from month to month and this determines what we are treating for during that monthIt is almost impossaible to turn a lawn around in one treatment, especially during the summer

Southern Greens accounting department issues refunds on prepaid accounts every 6 to 8 weeks. This is the policy we have been operating since we started business. Our apologize in not communicating this better with the customer. In order to get this resolved I am authorizing the accounting...

department to issue a refund asap. Refund will be applied back onto the card in the next 48 hours.

This customer began service with Southern Green on 9-19-14 and has received regular treatments. Customer has paid bills on a consistent bases. We did credit the account on 10-21-14 for $47.00 and on 10-21-14 for $47.00 again. Dove weed is a difficult weed to control. There are very few products...

available to control it. Especially in the summer months were temperatures are above the 90 degree mark. During the months of July, August and September we do little if any at all weed control, due to the high temperatures. We do not know how the weed was introduced to the lawn. From the report from our service manager the area in the front looks to be about a pallet of sod. We do not do sod repair at Southern Green. If the customer wanted we could do one of 2 options. One, we would provide 5 free services at $47.00 totaling $235.00, or provide the cost of the pallet of sod, which is around $150.00.

This customer is due a reimbursement for services not rendered to his property. All of our refunds are cut quarterly through the accounting department. I am sorry this message was not relayed to the customer. I will have the a message sent to accounting to cut check immediately. I would expect the...

customer to have the check no later than 5 business day from today.

This customer called into the office on 7-28-15 and stated that his family watched the tech sit in his truck walk to the door and place the invoice on it, without spraying the lawn. He then requested a manager come to his property and leave a detailed note of what was going on with his lawn and how...

we can fix it. I service call was placed to do so. On 7-29-15, the customer called into the office demanding to speak to a manager about the tech not treating the lawn. This afternoon I returned the customer's call.I began the conversation by saying the manager was out and would be looking into this Thursday or Friday and that I could help him with the GPS records. The customer told me that his family had watched the tech pull up sit in his truck walk to the door and leave the invoice on the door. He said his father walked out into the lawn and rubbed his hands through the grass an it was not even wet. I informed the customer that the tech was parked at the residence from 2:23 to 2:41. The customer then began insulting the integrity of my company. He stated he cancelled his last company because of these issue. Then he stated his was going to cancel the service once he received his free treatment.I informed him that this tech has been with us for a while and had not had any problems with him. I again stated that the truck was there for 18 minutes. Then he told me that was not true because his wife was in the back lawn for 8 of these minutes with the tech. So, now he is calming the technician was in the back lawn as before he mentioned that we just pulled up and put the invoice on the door. Since now there was a discretion I said I will just cancel the account and clear the balance and move on. The customer then hug up the phone.I have been in business for 15 years. We have GPS on all of our trucks and do routine followings with are techs. Yes, I began to aggravated when the customer started to insult the integrity of my company. Our trucks are calibrated to spray 2 gallons per minute, per 1,000 square feet. This application was done at 2 in the afternoon and I would say that it would be dry within minutes, due to the heat. Also, who runs there hands on a lawn that has just been sprayed for insects and fertilizer.This account is currently closed with a zero balance.

Southern Green is sorry this customer has had these problems.The first notification we had about the problems were on 10/4/17 and a service call was put in and completed on 10/9/17. This year has been a very tough year on sod. We started May off with extremely high temperatures and no rain...

fall. The we began to get extreme amounts of rain. To date Jacksonville has a plus 17 inches of rain for the year. Finally, October was a very hot month and as we typically start aggressive weed control on October 1st, we have just started in November. Adding all of these issues up it make for great difficulty for lawn care. To help resolve this issue Southern Green will reverse $109.50 back onto the customers credit card. Unfortunately, we will not be able to reverse the final amount. Souther Green feels this is a fair resolution due to the extreme conditions we have faced this year.

[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 is satisfactory to me with the zero balance.   $0.00
Regards,
[redacted]