Fairway Lawn Care

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below This response by the business is not true and accurate We have submitted documents that show it is not a contract but a service that would have been provided by the business.Also, none of the statements made by the business are true Their actions resulted in us getting upset I have never dealt with a business that became hostile towards us.However, they did refund our money We have spoke to the two of the referrals that we gave them They will not be doing business next year with a company that treats their customers with such disrespect.If we feel that by our referrals not doing business with them is sufficient with us, we will stop there with letting people know not to do business with them.I would suggest that using a year marriage as evidence is not sufficient to the answers provided.Good luck.? Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This response by the business is not true and accurate.  We have submitted documents that show it is not a contract but a service that would have been provided by the business.Also, none of the statements made by the business are true.  Their actions resulted in us getting upset.  I have never dealt with a business that became hostile towards us.However, they did refund our money.  We have spoke to the two of the referrals that we gave them.  They will not be doing business next year with a company that treats their customers with such disrespect.If we feel that by our referrals not doing business with them is sufficient with us, we will stop there with letting people know not to do business with them.I would suggest that using a 21 year marriage as evidence is not sufficient to the answers provided.Good luck.?
Regards,
[redacted]

We received your letter and the customer experience information submitted by the former customer. I’ve reviewed the complaint personally and find it untruthful, misleading, spiteful and in serious error. In fact I believe if your talked to any of our hundreds of happy customers they would find this...

complaint completely out of character with their personal experience. I am concerned though that the Revdex.com would choose to publish something so untruthful on their website and associate it with our business. My attorney told me once that I could say anything I want as long as it’s the truth... what you sent me is not the truth. So I ask that you consider is it truthful content? before you publish it to your website... But nevertheless, thank you for taking the time to send it our way for response...  Here are our version of events.   I received a call from our office secretary that (customer) called and wanted to know when her refund check was going to be mailed. I asked our secretary to forward me (customer)’s number which I called within 5 minutes of our conversation. I told (customer) that I had been out of town on business and that when I returned this weekend I would created her refund check and mail it to her for the full amount. Everything with that was satisfactory until she started to complain about the “attitude” our secretary supposedly gave her in the initial phone call. Evidently, my choice not to fire my wife of 21 years from our jointly owned business is not to (customer)’s satisfaction.   We are a small family business. My wife of 21 years is our secretary. I do not believe the version of events that (husband) alleges one bit. First, I too felt the hostility of (customer)’s phone call when I disagreed with her version of events. What was relayed to me by our secretary was that (customer) called and demanded to know when EXACTLY she would be receiving her refund check. Our secretary, who doesn’t handle any check writing, refunds or payables told her that she didn’t know and that she would put a call into me and have me give her a call with the answer. But, that is not what (customer) wanted to hear and she thought if she asked that same question 5 or 6 more times and raised her voice that she would receive a different answer, which is not the case. Each time our secretary gave her the same reply “that the owner is the one that issues checks and that the owner would return her call”. Nothing more than that was said. Our secretary even thanked her for her call. It was professional and as to the point as our secretary could make it.   During my conversation with (customer) I listened, when trying to respond was talked over, told to be quiet and shhhhhhhhh’d. I told (customer) that the story she was trying to get me to believe was out of character for the woman that I have been married to for 21 years. I asked her what she expected me to do? Was I supposed to fire her? Was I supposed to chew her out??? I never received a suggestion and SHE DID NOT TELL ME THAT our secretary made her cry as (husband) alleges. During the call (customer) admitted that we have provided excellent service and delivered excellent results for her lawn care needs. But when (customer) didn’t receive the response from me that she was looking for regarding our secretary (customer) threatened to call the Revdex.com, she threatened to tell her neighbors (which have been customers for over 2 years) about what a horrible business we were and that they should find another service. This phone call lasted longer than someone can imagine with (customer) saying the same things over and over (almost like a never-ending circle of the same topics) and becoming angrier by the moment because she was upset with our secretary, when in the end I answered her question of refund within 30 seconds of the conversation and thanked her for her past business.   About 20 minutes after the phone call with (customer) I received a unknown call to my personal cell phone which I answered... It was the (husband) and he was fired up! He was cursing, verbally abusive, threating and told me to shut up numerous times... I couldn’t get a word in edgewise and all attempts to deescalate a deteriorating conversation was met with shouting, but what was really weird is that he ended every insult by calling me “sir”?  He called my wife a “[redacted]”, said that I, not the secretary made his wife cry and that he considered his wife’s feelings being hurt... “assult”. I’ve worked for myself since 1997 and in that time I’ve never had a phone call or dealt with someone as unreasonable as the (husband). Matter of fact, the thing that bothered me the most about the call was that he threatened to “burn my business to the ground”. He threatened to call the Revdex.com. He threatened to call the sheriff’s office and file charges??? It was one of the craziest phone calls I’ve ever received! In fact, I considered calling the police myself to report the arson threat.   Here are the facts... 1. (customer) entered into a contract for lawn care service for 2015. She signed and paid for service, which before a certain date earned her a 5% discount. All of the product to provide this property service has been purchased and now we will have to return her product or hopefully use it at another property. 2. Before 4/13/15 (customer) called and wanted to ammend our area of service and wanted a discount for fertilizing a smaller area. I agreed to that and told her I would issue her a credit or refund for whatever we prorated. 3. 4/13/15 (customer) left a voice message cancelling her contracted service and demanded a refund. I didn’t call her back because the content of the message was clear... cancel service, don’t fertilize the property and refund her money. I fertilized other properties in her neighborhood and DID NOT fertilize their property. 4. 4/29/15 (customer) called and demanded to know when her refund check would be issued, our secretary didn’t know the answer to that question, contacted the owner who returned her call in 5 minutes and answered that question of refund within 30 seconds of the call. 5. 4/29/15 Refund check from Company Bank was issued and sent via USPS Certified Mail with tracking number. Estimated delivery date was 5/1/15. Customer will have to sign for receipt and delivery confirmation will come back to us from USPS. 6. At NO TIME, did we ever not consider providing customer with a refund... We’re a lawn care company, it’s our busiest time of the season and when the sun is shining... we’re out working. A couple of weeks is not an unreasonable amount of time to wait for a refund check.   Every small business owner understands that there are customers who are demanding and hard to please. The customers are such people in my opinion. We performed every task they contracted us for. We answered phone calls, returned phone calls, allowed them to break a contract and refunded them in full within 2 business weeks. I don’t know what more within reason we could have done. It’s unfortunate that the husband filed a complaint filled with untruths... when in the end the customer’s received everything they paid and asked for.   Please consider this matter closed. The customers have been refunded in full. The customers are asked to not call our offices or phones again. We ask that they seek service from someone else in the future. We wish them the best of luck with their move.   Sincerely,   [redacted] – Owner & PresidentFairway Lawn Care & Landscaping, LLC