Fit Turf, Inc.

Initial Business Response /* (1000, 5, 2015/07/15) */
July 15,
To Whom It May Concern,
Mrs*** spoke with ***, our Colorado sales manager, on September 12, and set up service for her rental propertyTwo applications were
scheduled for the lawn care season and a full program was scheduled for In the recording of the sale, *** informs Mrs*** that he will be mailing her a receipt for the payment she made as well as a breakdown of the applications scheduled for Her response was of agreement and she never indicated that she would not want service in The first confirmation notification letter for was mailed out by Bart the day of their conversation - September 12, The second confirmation notification letter for was mailed out on January 06, Each of these confirmation notification letters indicated that Mrs*** was scheduled for service and to call us if there was a change to be made on the accountSince we never received a call, or any type of notification that Mrs*** did not want the service to continue, we kept her as an active customer and services resumed for the lawn care service
The first application applied on Mrs***'s rental property was on April 1, The second application was applied on May 14, As we do for every customer, we left a flag on the lawn and mailed out an invoice for each applicationWe mailed the invoices to the address, XXXXX *** *** *** CO 81006, which is the address Mrs*** provided *** when she set up the account
Mrs*** first contacted us on June 3, and spoke with *** *** about canceling out the accountThe account was cancelled that same dayMrs*** called in again on June 30, to dispute the bill and initially spoke with VivianaSince *** is the account manager, Mrs*** was transferred to himBart explained the information on the account and what they had discussed when the account was set upHe even let her know that there is a recording of him informing her that he would mail out the breakdown for the applications in The conversation ended with no resolution and with a threat from Mrs***, indicating that she was going to put out bad reviews of usOn July 1, 2015, Mrs*** wrote a very detrimental review on our Facebook pageOur office manager, ***, responded to her comments and offered to credit half of the balance in order to get this issue resolvedThere was no response from Mrs***
Mrs*** did agree to service and she was fully informed that there would be continual applications in - two confirmation notification letters were mailed out to herEach letter indicated that the account had active applications that would be scheduled and noted for her to call us if there was a change to be madeWe completed two applications before we received a call from herAn invoice was mailed for both applications, so why did we not receive a call after the very first application completed?
We have tried to work with Mrs*** in order to get this resolved and she is not cooperativeHalf of the balance has been credited and we do not plan to credit anymoreShe is liable for at least one of the two applications that were providedWe provided all the information that she would receive service in and she never contacted us to decline
Fit Turf is a company that prides itself with treating customers fairly and with respectMistakes do happen, but we would never intentionally service a property without approvalIn Mrs***'s case, we did receive approval from her and we made our best effort to let her know that she was still an active customer for the season
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not telling the truthI did not agree to be signed up for ongoing serviceThe telephone recording if anyone else besides FitTurf listened to recording would agree that I did not authorize them to do this workAdditionally, this is a rental property in LittletonI live in Pueblo so I did not see the flagThey sent me mail pretty much every month since I opened the first couple and they were advertisements and tips on lawn care and other stuffI then just started tossing them out without opening them as I do with most of my junk mailConsumers should not have services provided to them without their consentTheir sales practices are predatoryOn their FB page there were similar complaints and they have since deleted all ratings with comments on their FB pageThis includes their offer to cut my bill in halfI was waiting to hear back from the Revdex.com so this is why I did not respond to their offerWhen I last spoke with ***, he offered to do the same until I said I was going to go to *** *** and give them a negative review and then he rescinded the offerI then threatened legal action
One of the many complaints on their FB page was someone who they turned over to a collection agency whose story is similar to mineI received a past due notice this week from them for half the amount and I am going to pay it to avoid being turned over to a collection agencyI think the Revdex.com should listen to the recording of that sales call where they claim that I agreed to what they call their service programI did not!
Final Consumer Response /* (4200, 12, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I declined the service on the phone when *** during a phone conversation after the initial service call last yearBeing informed as they claim through the onslaught of mail I received as notice that I had another opportunity to decline their service is unacceptableIf they kept the recordings of the phone calls as they claim to have, when I declined their service last year, then the Revdex.com should request the telephone recordings
The ratings from other consumers that *** characterizes as bullying on their FB page combined with other ratings and complaints with the Revdex.com is evidence enough that they clearly do not understand that their sales tactics are predatory
I hope the Revdex.com puts a stop to what they are doingI will pay the new bill I received to avoid being turned over to collections
***'s response is unprofessionalThis is not personalAs I stated in my previous response, their FB offer to cut the bill in half was unprofessional and would not stand up in a collections dispute since they exercised their control over their FB page by deleting my comment as well as their offer to cut the bill in halfThey also slandered me in their response but quite frankly, how is this to germane to the issue at hand? I own several properties and have never had the misfortune of being duped by a business or contractorEach time, and there have been many, when I've hired companies to service my properties, I requested a service and there was a mutual agreement and understandingIn this case, there was not
Fit Turf is unethical and unprofessionalThis was not a mistakeThis is how they conduct business
Final Business Response /* (4000, 17, 2015/08/21) */
SEE ATTACHED

Mr*** signed up for service on February 9th, 2018, but has yet to make any payments to Fit Turf, no monetary transactions have taken place, nor have we provided any services whatsoever at his property. One of our Sales Managers, *** ***, has already reached out to Mr
*** in response to his Revdex.com complaint/desired settlement which included a request for contact by our business, with an explanation of the prepayment offer he received. Also per Mr***’s request we have removed his information from our contact list, and we will not reach out to him again in the future. Our Sales Manager, *** ***, contacted Mr*** on February 24th, 2018, and explained the situation thoroughly to Mr*** and apologized for any confusion about the sign up of services and what services were to be provided at his property. Mr*** indicated during this call that he was satisfied with the outcome of their interaction that day. We are a no contract company, and on the sales call from one of our Sales Staff, *** *on February 9th, 2018, Mr*** received a sales pitch regarding a lawn program that included at our first lawn fertilization visit, a complimentary treatment of any lawn areas of suspected winter mite infestation. Mr*** mentioned during the conversation with *** *., that he didn’t necessarily want to sign up for a contract for a whole season, to which she replied that there was no contract and that he could cancel services at any time. Mr*** clearly agreed to the first lawn fertilization with complimentary mite treatment. We then sent him an estimate and new service confirmation explaining the price for the 1st visit, $64.45, as well as the price for further visits, $64.45, if he chose to continue. These communications also included a price if he’d like to prepay for the entire season up front with a 5% discount if he did choose to do so ($428.61). Mr*** was under no obligation to pay the $428.61, as this was not an invoice, and was provided simply as a courtesy to him with the special pricing discount, if he chose to prepay. As our business operates, the majority of our services are not one time services, and instead are programs of services with multiple visits, as the services we provide need to be recurring over the course of the season to ensure the best possible results. Mr*** was likely confused by the new service confirmation email, which included pricing for the whole program of service, which was not required to be paid upfront and had not been invoiced, as we invoice/bill for services after they are provided, however, we do offer pre-payment discounts for customers who do wish to pay up front to save on the overall cost of service for the season. After our first visit to his home, Mr*** would have simply needed to contact us to cancel services, either via email or via telephone, and we would gladly assist him with cancelling services with no penalty nor additional costs. Mr*** contacted our team on February 12th, 2018, and spoke with one of our Administrative Support Assistants, *** *., and Mr*** indicated that he only wanted a one time treatment, to which *** let him know that we don’t do one time treatments but that she could add an account note and after our first visit was completed, and prior to our next round of fertilization, that our technician would reach out to him to see if he’d like another application and if he chose to do not continue on, he could choose to skip or cancel services at that time. Our system doesn’t allow us to cancel a service account prior to the upcoming service to be performed (i.eMr***’s 1st visit), which is why *** provided him an option where he could still receive the service he wanted and if he chose to, he could cancel services anytime thereafter. Mr*** indicated that this was not what he wanted and requested that we cancel his services and account, which *** was able to facilitate, and we cancelled his account immediately prior to any services being performed at his property

January 4,
To Whom It May Concern,
Mrs*** concerns and questions were all answered in a timely fashionWe explained various times that the applications were completed and service calls were done as well, at no chargeAttached are the emails between her and our Sales Manager, ***
*** addressed her questions and explained to her the situation of her account
Our customer's needs and concerns are our main priorityWe are a small business that believes in providing excellent service to everyoneWe did everything we could for Mrs*** and explained the billing to her various times
If there is anything else we can do, please do not hesitate to contact us regarding this case
*** ***

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
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/21) */
July 21,
To Whom It May Concern;
We called on April 16th, at 4:pm to inform Mrand Mrs*** that we would be out to their property the following day to complete a tree injectionThe number we called was (XXX) XXX - XXXX
According to our records a live person picked up the phone and received this recording from usThe Pointer Injection was completed on April 17th at 11:am
Mr*** first contacted us May 21st, regarding the service and commenced the dispute of the balance***, Customer Service Representative, informed Mr*** that the account had been canceled that day, but the balance would remain since services renewOn June 29th, 2015, Mrs*** called our office and spoke with Customer Service Representative, *** She asked *** for copies of the invoices that were left at their door after service had been providedThe email with the invoices attached was emailed that same day by *** Mrs*** responded to *** email confirming that she had received the invoices, but still did not think they were liable for balance*** responded to Mrs***' email on July 7th, with tracking records from the technician's truck indicating that he had been at their property on April 17th and an explanation of the renewal process
Like any other lawn care company, Fit Turf's services renew from season to seasonOn October 1st, 2014, ***, Sales Representative, left a voice mail regarding renewal of service on the number (XXX) XXX-XXXXOn the voice mail, he indicates that they will be receiving a service breakdown (pre-pay) letter in the mail and to keep an eye out for itHe also states that we will be servicing next season (2015) and to call our office if there are any concerns so far or if any changes need to be made to the account prior to service resumingWe have a recording of this voicemail
Two pre-pay letters were mailed out to Mrand Mrs*** before the season commencedThe first letter was mailed out on October 10th, and the second letter was mailed out January 6th, Each of these letters indicated that they were an active customer and the Pointer Injection would be scheduledThe invoices that were left at their door also state that services renew from season to season and to contact the office if they need to make a change on the accountCopies of the invoices and the pre-pay letter are attached
The Pointer Injection is a preventive from infestation for a variety of insects including Borers and AphidsA description for the injection and what it prevents is attached
It is untrue that we disregarded Mrs***' request to get copies of the invoices*** sent the email with the invoices attached on June 29th and Mrs*** indicates in her response that she did in fact look at the invoicesHer response and *** response are both attached
We provided all the information to Mrand Mrs*** about services renewing from season to season - through both phone and mailWe called the day before we were scheduled to go to their property and complete the injection - a live person picked up the phoneWe did all we could on our end and they never called our office to inform us that they no longer wanted the serviceDue to this, we will not be crediting the account and do believe that they are liable for the balance due
Mrand Mrs***' account has been canceled since May 21st, There will be no service provided in the future, nor will their account renew
Sincerely,
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We never received any phone calls or letters about the upcoming service to be providedNor did my husband have a conversation with *** about the service automatically renewing for the upcoming yearIf we had, we would have let FitTurf know at that time that service was not needed and that we wished to cancel the appointmentThe claim that a phone call was made and a live person answered the phone is untrueWe received no such phone call or voicemailAgain, if we had, we would have respondedA receipt of service was never left on the door for the work performedWe have asked for a copy of that receipt that would have been left on the door and have not received itWhat we have received is the invoice when requestedThe invoice has a hand written date on it and could have been generated at anytime for the workWe did not receive the prepay letters that were supposedly sent to us stating that we had an upcoming serviceMy other complaint is that at no time during the initial call with FitTurf to request service were we ever notified that we would be enrolled in a automatically renewing service for the same treatmentI do not agree with the practice of signing customers up for service that they did not request and them performing and billing for that service even if not desired or requestedEach time we have called we have stated that we do not want to be part of the recurring services and each time they act like that is the first time that we have requested itI would not be surprised if they tried to show up again next year to perform services even though all of this has transpiredI disagree that they did everything they could on their endIf they truly were concerned about informing their customers they would make sure that they explained clearly to customers when first contacting them that they automatically enroll customers for recurring servicesWe feel that FitTurf's claims of sending letters and making phone calls are untrue and that they are being underhanded in their practices to perform services that are unrequested by customers to be able to invoice them and sucker them into paying for services that they did not want
I am attaching the emails between Ms*** *** and myselfAs well as the invoices that were attached to the emailThey look a little different than the ones provided in this claim
Thank you,
*** ***
Final Business Response /* (4000, 9, 2015/07/29) */
July 29,
To Whom It May Concern;
If you read our prior response we provided the following information that will respond to Mrs***' statements/accusations:
A voicemail was left on Mr***'s phone (XXX-XXX-XXXX) regarding renewal of serviceOn the voicemail, it is indicated that they will be receiving a service breakdown (pre-pay letter) in the mail and to keep an eye out for itIt is also stated that we will be servicing next season (2015) and to call our office if there are any concerns so far or if any changes need to be made to the account prior to service resumingWe did not state that there was a conversation with Mr***We are more than happy to provide the recording, which has Mr***'s voicemail greeting - thus providing evidence it is his phone
Our call ahead system provides information for every call ahead that is sent outIt will let us know if someone picked up the call or if there was a voicemail leftWe have provided the evidence showing that a live person picked up the phone and received the message that we would be out to the ***' residence the following dayThe paperwork indicates the day, time, phone number, and the outcome of the callIf you would like to verify the call ahead system we use, the name is *** Their website is www.***.com - please do not hesitate to verify that they are a legitimate company
We cannot provide Mrs***' the actual invoice of the application completed, because it was left on the property after the injection was completedWe did provide her with copies of the invoices and they were not manually generated as she statesThe reason they had the date handwritten in large font, was to clearly show which invoice pertained to 2015's applicationThe invoices that were sent to Mrs***' were exported directly from the account and attached to the emailThe invoices that were sent with our initial Revdex.com response, were printed, scanned, and attachedThat explains why they look differentBut compare the invoice numbers, the amounts, and the formatting on each copy - they matchWe would never generate a fake invoice as Mrs*** tried to insinuate
Every single piece of paperwork indicates that services renew from season to seasonThis includes the pre-pay letter that was initially sent to Mrand Mrs*** when they agreed to service in The invoice that was left after the injection in and also contained the same statementIn no way are we trying to hide that services renew
Mrand Mrs***' account has been canceled since May 21st, Once Fit Turf has been notified that a customer wants to cancel, the account is canceled immediatelyWe never received notification to cancel before the season commenced, thus Mrand Mrs***' account remained activeMrs*** should be rest assured that we will not "surprise" them next year, since their account is canceled - and will remain so
Once again, we will not be crediting the accountAll the information has been provided within our initial response and reinstated in this response as to why we will not be creditingMrs***' is saying we "sucker" people into paying and that we make things upYet she stated in her initial complaint that we never provided her the information requested and somehow, all of sudden, she now has emails from *** a Customer Service Representative, with all the information she requestedWe have provided all the evidence needed to conclude that Mrand Mrs***' are liable for the amount due
Sincerely,
*** ***
Final Consumer Response /* (4200, 11, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see us getting past this pointBut I am not going to say that we are completely satisfied with the businesses response and resolution

The day we received the Revdex.com complaint from *** ***, we immediately dispatched our Branch Manager, *** ***, to inspect the damage that had occurred at a previous visit earlier in the summer of 2017. *** spoke with *** *** in person at the home, and removed the dead thatch
in the areas affected, added additional top soil and re-seeded the area to repair the areas and allow them to regrow. *** *** indicated that this was a satisfactory outcome when they spoke at the home*** let *** *** know that when he had contacted us originally regarding the incident where several spots had been inadvertently over-fertilized by our mechanized equipment resulting in three areas that had become grey/yellow, that one of our staff members had put in the incorrect service order, and rather than dispatching a manager per our processes, instead we routed a regular technician to inspect the damage, and his findings were not passed along to our Branch Manager so that we could repair and correct our errorDue to our errors, we also offered *** *** a complimentary Lawn Grub Prevention Treatment for the season, as well as his 1st lawn fertilization of the year would be complimentary as well. With these two services the total complimentary services that will be provided during the season for *** *** will be $264.85, and *** *** indicated this was an amicable outcome

Initial Business Response /* (1000, 6, 2015/10/13) */
To Whom It *** Concern:
When Mrs*** set up service on June 6, with our Sales Manager, ***, she agreed to a tree and lawn care program
The tree program was set up for the following applications:
Insect & Disease Sprays -
$with 5% discount
Deep Root Feeding - $with 5% discount
Late Season Dormant Oil - $with 5% discount
*** noted that the applications were for a Willow, possible *** and a Fruit treeThe program was for a total of three trees and all the shrubs on the property
The lawn care program was set up for the following applications:
Summer Feeding - $with 5% discount
Summer Revitalizer - $with 5% discount
Hydro-Wet - $with 5% discount (Coupon for discount mailed with Pre-Pay letter)
Late Summer Weed & Feed - $with 5% discount
Fall Feeding - $with 5% discount
*** made a note that weeds were the main concern pertaining to the lawn
I have attached a copy of the Service Confirmation letter that *** mailed on June 6, after he spoke with Mrs***, as well as a snippet of the account's history showing the date the letter was printed from the as a referenceThis letter contained a list of the applications I have listed aboveMrs*** did not contact us to make changes on the number of applications that *** set her up on
As for the application completed on July 15, 2015, our Technician, ***, made a note that he spoke with Mrs*** on the property and she requested that a Call Ahead be added on the account so she would be aware of when we would be at her propertyI have attached a copy of the invoice that *** brought into the office and wrote the request on*** would have also left an invoice at the property and flag as indication that service was providedThere is no reason as to why Mrs*** should not have been aware that we serviced her lawn
Mrs*** received multiple emails from us during AugustPayment reminders were sent on the following days: August 4th, August 14th, and August 31st
The first email we received from Mrs*** was on Sunday, August 23, On Monday, August 24, 2015, the email was forwarded to *** contacted Mrs*** at 11:am and left a voicemail on the number (XXX) XXX-XXXX*** noted that on this voicemail he asked Mrs*** to call him back and that he would hold off on anymore applications until he heard back from herHe also explained to her that he set her up on programs with multiple applications for the trees and lawnMrs*** did not return ***'s callThe second email from Mrs*** was received on September 8, 2015, where she indicated that we needed to provide her with proof that she signed a contract to complete the applicationsAgain, this email was forwarded to ***
As most lawn care companies, we do not require signed contractsWe provide services by verbal approval from our customers, so obviously we could not have sent Mrs*** that proof that she requestedShe should be aware that a signed contract is not required for us to commence service, as we did the first applications without her signing anything - she agreed via phone with ***Mrs*** provided verbal approval to set up her account
The charge for the Hydro-Wet has been removed since she should have received at no charge for being a new customerAn updated statement has been attached
Please let us know if further information is needed
*** ***
Account Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to *** on June 6th about tree serviceHe did try to set up continued serviceVery pushyI did not verbally or otherwise agree to anythingI asked that he send me information on services and pricing, which I received.They were out of my price range and I never asked for or agreed to any further serviceI never received any communication from this company until I e mailed them about unwanted or authorized servicesI did not receive a call or voicemail as claimedIf I didn't respond he should have made another call to me to ensure I received itI return callsService Confirmation was never receivedI would like to see thisI would have called and e mailed them immediately
No tech spoke to me on July 15th or any other timeIf someone was here where was my bill? I did not see a yard stake, which most company's use,that would have told me they were hereI have never seen anyone from this company and I don't see a time they claim to have been at my homeI work early so chances are I was not home
This simple ONE TIME treatment has turned into a nightmare
I paid for the service I asked for but am not going to pay for anything I did not ask for or know about until AFTER THE FACT
Try following up with your customers and you could avoid all this
Final Business Response /* (4000, 11, 2015/10/23) */
October 23,
To Whom It May Concern:
On July 15th, *** was at Mrs***' property from 7:am to 7:amThis is the date that he noted on the invoice that Mrs*** requested a notification before serviceThere is no reason as to why he would lie about this requestOn August 18th, *** was at Mrs***'s property from 3:pm to 3:pmThe technician should have left an invoice after each of these visits
We are truly sorry that we have caused Mrs*** such an inconvenience, but we sent her the information that was required to inform her of what she had been set up onShe was set up on programs and no single applicationsThis information was noted on the letter that was mailed by ***Mrs*** said she did receive it, so there should have been no confusionMrs*** could have contacted us after receiving the letter to clarify that she only wanted one application instead of full programs
We are willing to credit one of the applications, bringing her balance to $in order to get this issue resolvedShe did receive an email from us before the application in August was completed
Mrs*** should have contacted us after receiving her Sales Confirmation letter in order to make changes and avoid any confusionWe try our best to make sure all our customers know what they are getting and that is why we mail out the letter with the list of applications that will be provided
If there is further information needed, please let us know
*** ***

Per Revdex.com FAQ page:Q: Can people post a negative customer review and file a formal Revdex.com complaint on the same issue?A: No. Consumers need to choose if they want Revdex.com to help them with a resolution (complaint) or if they just wish to post a review (customer review) about their
experience with the business.We will respond to the customer's complaint, however, per Revdex.com policy, we would like the Revdex.com review to be removed as they both reference the same issue, which is a violation of Revdex.com policy.Our response to complaint ID #***: We understand your frustration and deeply apologize for any confusion about the auto-renewal of services that occurs each season, as this is a commonplace practice among most major lawn and tree care service providers and is designed to be a convenience for our customersWe made numerous attempts to provide notice about the renewal of services for the season including three emails sent on 10/27/2017, 11/10/2017, and 11/26/2017. We also sent two letters that were mailed to the billing address prior to the beginning of 2018, on 10/23/and 12/28/ The invoice that was left at the property during the season after we performed our Mauget Nutrient Booster Injection and ArborFos Fungicide Injection, also included information about the automatic seasonal renewal and to contact our office if you would like to make any changes to the serviceTo further prevent any undesired services to be performed, we also sent an additional email the day prior to our service that occurred on 3/30/2017, to provide another opportunity to cancel services or for you to notify us if you would not like the service to be performedWhen we did not receive any responses to the multiple emails and letters sent to you, we proceeded as usual and performed our ArborFos Fungicide Injection service on 3/30/for the same trees using the same instructions that were provided to us for the service we completedAs you indicated in this complaint, you did receive the emails and letters we attempted to send that would’ve provided the information to prevent any unwanted services from being performed. We apologize if you hadn’t opened these letters or neglected to read our emails, as our intention is never to provide any services that were not ordered by our customersWe clearly title the subject line regarding what the email is in reference to (i.eFit Turf Centennial Tree Pest | Service Renewal Confirmation, or Fit Turf Centennial Tree Pest | Upcoming Visit Notification). We do not find these subject lines intentionally deceptive and are clearly referencing the topic of the emailOur processes do not include a verbal call for confirmation for every service we perform, as we perform thousands of services per month for our customers, and many customers would find these phone calls prior to each service to be unwanted or in some cases even a nuisance, and we have found that email notifications are much more concise, convenient, and achieve the same desired purpose for our customersWe have agreed to credit the $balance for the service provided on 3/30/2018, which was credited effective today’s date, 4/18/2018. We have also cancelled your account and no further services will be performed at your property in the future.As far as adjusting our business practices, as stated above, we find our business practices to be in proper order. We do not find our email subject lines to be deceptive; we also provide ample notices regarding renewal of services as well as notification of services to be performed. We’re very sorry if you neglected to open these letters or view our emails, as if this was done, we certainly would’ve gladly assisted you with cancelling any unwanted services and your account prior to any services being performedHowever, we do appreciate your feedback as we are always open to suggestions and will certainly take them into consideration, and once again deeply apologize for any unintentional negative experience that may have occurred

Initial Business Response /* (1000, 5, 2015/07/09) */
I spoke with*** on 7/9/he forgot that we had spoke with him on 12/3/when service was setupHe has agreed to pay the $he owes and his account has been cancelledWe consider this matter closed at this point

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 since I did get my refund from my bank by disputing their charges. I do not agree with several things in their letter to you and I also do not believe they have any documents to prove the charges are legit or that they would win. I will accept this because I did get my refund even though the company did not attempt to make things right nor did they respond honestly to the Revdex.com.
Thank you,
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
I apologize if there was confusion about your service being activated when we talked to you in November (11/11/14). But we did send you a confirmation email and letter by US postal service as well confirming service, and letting you know if any...

changes need to be made to call us or email us back. We have since cancelled your account. If you have any further questions please call us, we consider this matter closed.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
GOOD RIDDANCE!!

Initial Business Response /* (1000, 8, 2015/06/26) */
according to our records Mrs [redacted] agreed to service on 1/6/15. We have a recording which was sent to her by our sales representative 5/22/15. Two applications were applied to her property 4/2/15 and on 5/1/15 before Mrs [redacted] called in to...

discuss what is going on. Mrs was notified that she had agreed to service and that we would not be crediting her for the two services. Account has since been canceled and if she would like to discuss the matter further to call us.

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.
We see that a written statement reflecting zero b[redacted]ce was attached with the August 16, 2016 response. We will keep a copy for our records. Thank you to the Revdex.com for your efforts in helping us to obtain this. We agree to closing this complaint subject to the following clarifications on the August 16, 2016, response.My wife did indeed reply to the "New Service Confirmation" on July 7, 2016, with clear instructions that no services were to be performed unless we were present on the property. She also provided these instructions to a company representative named [redacted] in a previous conversation. The service on July 8which we have not disputed was completed consistent with these instructions.Since Fitturf did enter our property on July 19, 2016 while we were not present, it is clearly not true that they follow instructions received from customers.We disagree with the claim in the response that we should have contacted them and told them not to come on July 19, 2016. Actually, we have no obligation to respond to unsolicited emails or voice mails from this company (or anyone), or to lock our gates, in order to prevent illegal entry of our property.We disagree with the claim in the response that we should have indicated we use well water andthe location of the wellhead.  The authorized service on July 8 was for trees in our front yard thatare a safe distance from our wellhead, therefore, there was no need to discuss this with the company. One obvious reason not to allow this type of service to be performed in our absence is to prevent mistakes such as having chemicals applied near our wellhead.It is welcome news that the company has indicated they will not be contacting us again. We will file trespassing charges against Mr. [redacted] in the event that Fitturf enters our property in thefuture.Again, thank you very much to the Revdex.com, and we respectfully call your attention to the number of complaints presented on your website against this company that are similar in nature to oursregarding the performance of "services" without the customer's authorization.
Sincerely,
[redacted]

We sincerely apologize if any misunderstanding occurred when [redacted] signed up for our services recently and for any difficulties she may have undergone while removing the 2 to 3-foot-tall weed remnants from her property.To help prevent any confusion regarding the services that are setup for an...

account and agreed upon, we send a new service confirmation email to our customers to review that includes pricing, types of services, as well as the number of services that are scheduled for the current season.We send this information to our customers as a final verification of the services chosen and agreed to, so if there is any discrepancy or adjustments that need to be made, they can be done prior to the first service visit.We emailed [redacted] this information on June 26th, 2017, and our systems indicate this email was delivered successfully to the email address provided to our Sales team.Our first visit then occurred on June 28th, 2017, and we performed our [redacted] service, as well as our Weed Control Program service at that time.We received a call from [redacted] on July 6th, 2017, reporting that the weeds did not appear to have fully responded to our application, and at that time, we scheduled a complimentary service call to respray the weeds, which then was performed just four days later, on July 10th.After this service call was completed, we did not receive any contact back from [redacted] indicating any dissatisfaction with the services provided, and her next service round was scheduled as usual and completed on July 31st, 2017.When weeds have been allowed to grow unchecked and have reached significant heights of several feet or more, they can be very stubborn and difficult to eliminate, and may take repeated applications to kill them (and in some cases the weeds may need to be cut down closer to the ground and then weed control applied to them in this weakened state).After taller weeds then expire, they may still have extensive root systems below ground as well as dead/dying stalks remaining above ground, and can be as [redacted] indicated, significantly difficult to remove.To avoid this scenario, we recommend treating weeds as soon as possible when first noticed.  This is integral, as once weeds have an opportunity to settle in and thrive, they ultimately become increasingly difficult to eliminate and remove.We do not normally provide only one-time services, as our services are designed to be completed on a regular scheduled basis, with recurring services to occur upon our normal intervals depending on the type of service being provided.We do not require contracts, and services can be cancelled at any time, and to assist our customers we also send out email notifications the day before our service is to be performed, just in case our customers would like to cancel or modify the service set to be completed the next day.Our records indicate that [redacted] has already submitted a formal dispute with her credit card issuer for two charges related to the services we provided at her property, $59.00 charged on August 1st, 2017, as well as $60.80 charged on August 1st, 2017.Her credit card issuer has sent us a request for supporting documentation for these two charges, otherwise, if they do not receive a response, these charges will be reversed.Lori has also requested through the Revdex.com complaint process that $120.00 be refunded, but the actual charges were $119.80 that was automatically charged to the credit card on file on August 1st, 2017.We are including an account statement that displays the services provided July 31st, 2017, as well as the subsequent charges to the credit card set up for automatic payments.We have determined that we will allow the dispute process with [redacted]’s credit card issuer to go through its normal course; we do have supporting documentation that would help determine the charges as valid, and we would very likely win the dispute.However, due to the confusion about one-time service versus service programs, we have determined that we will not respond to the credit card issuer’s request for supporting documentation, and by not responding, the two charges of $59.00 on August 1st, 2017, as well as $60.80 on August 1st, 2017, will be refunded back to [redacted] by her credit card issuer per their normal internal dispute procedures.Services at [redacted]’s property have already been cancelled effective August 1st, 2017.  No further services will be provided, and we will not contact her again in the future.

July 26, 2016   To Whom It May Concern:   [redacted] called our office to set up service on July 5, 2016. She spoke with [redacted], one of our Sales Representatives. Services were discussed and the information about the scheduled applications were emailed to [redacted]. The email contained an...

itemized list of the applications that were discussed during the phone conversation, as well as their pricing. [redacted] emailed [redacted] with her approval of the applications upon receiving our email. Mr. and [redacted]’ account was set up so they would get an email notification the day before a technician was scheduled to be at their property. We sent the email notification for July 19’s applications on July 18th to the email address [redacted]. The email contained the names of the applications that were scheduled, along with the date and the technician’s information. [redacted], our Arborist, called [redacted] the morning of July 19th to let her know he would be going to their property and gave her an estimated time of arrival. [redacted] asked [redacted] what applications were scheduled and their pricing. He gave her the information and she said that would be okay. [redacted] did not tell [redacted] to cancel the applications, on the contrary, she agreed to have them completed. On July 20th, [redacted] came into our office to discuss this issue. She spoke with [redacted], our Sales Manager, and told him that [redacted] never discussed the pricing with her. She stated that she did not want to be liable for the b[redacted]ce due. [redacted] explained to her that she agreed to service and received an email notification on July 18th. [redacted] still denied that she was responsible for the b[redacted]ce. [redacted] told her he needed to speak with [redacted] Fit Turf Owner, and [redacted], the Arborist, before making any decisions regarding the b[redacted]ce and he would contact her by Friday, July 22nd. Before [redacted] could discuss the dispute with [redacted] or speak with [redacted], [redacted] decided that she needed to come into the office again after only 2 hours of leaving. She became very disruptive in our office – she was speaking loudly/yelling on her cell phone in the Customer Service area about how “unfair” this situation was. She even went to the extent of pointing to the Customer Service Representatives and telling them they were “witnesses” – we are still not sure of what she wanted them to be witnesses of. [redacted] had to come to the Customer Service area and escort [redacted] to the Conference Room in order to keep her from further disrupting our Customer Service Representatives. [redacted], and [redacted] conference called [redacted] since he was not present. During their conversation [redacted] never said that services we unauthorized, because we have enough evidence to prove that [redacted] did authorize them. He also did not say that Fit Turf entered their property by mistake. [redacted] was given authorization by [redacted] during their phone conversation the morning of July 19th. [redacted] did agree to credit the b[redacted]ce of $1,198.80 because he took [redacted]’ word that [redacted] had not discussed the pricing with her when he called her in the morning – due to the fact that [redacted] did not give [redacted] enough time to speak with [redacted]. When [redacted] came back from the field on July 20th and [redacted] was able to speak with him, we realized that [redacted]’ accusations were false – [redacted] did discuss the prices with her. The situation of this dispute was explained to [redacted], and he guarantees that he called [redacted] before completing the applications and she agreed for him to do them. There is no reason as to why [redacted] should have been “surprised” by our visit – [redacted] should have informed him that [redacted] contacted her and told her what he would be doing at their property that day. Services were authorized by [redacted] and she knew how much the applications completed on July 19th would be. There is no reason why we should have credited the b[redacted]ce, but we did in good faith that she was telling the truth. [redacted] left our office on July 20th with a statement that reflected a zero-dollar b[redacted]ce on their account. Mr. and [redacted] are both aware that the b[redacted]ce has been credited, so we do not understand what they are trying to accomplish with their complaints. They received authorized applications for free, harassed our employees, and are still trying to taint Fit Turf ‘s name with their accusations – now that is an unfair situation for us. Their account has been canceled and the b[redacted]ce has been credited. Mr. and [redacted] can rest assured that Fit Turf will not be contacting them in the future.     Sincerely, [redacted] Account Specialist O: ###-###-#### D: ###-###-####

We apologize about your disappointing experience with Fit Turf regarding the renewal of services for the 2017 season. We do not have a contract for our services, and they may be cancelled at any time, however we do kindly ask that our customers provide us with 24-hour notice when cancelling...

services. Each year we make multiple attempts to advise our customers of the upcoming renewal of services for the next season which includes three emails sent to the email address we have on file, as well as two letters which are mailed out to our customers billing address.  We show that we sent three emails to you on 10/27/16, 11/21/16, and 12/21/16, as well as two letters that were mailed out on 10/14/16 and 12/20/16. These notices do include information indicating that services are set to renew for the upcoming year and to contact our offices to make any changes to the upcoming services/schedule.  We also list information on the reverse of every invoice we leave after each of our service visits regarding the current services auto-renewing each season, to ensure our customers are aware of this policy. When we did not receive any response to the multiple renewal notifications we sent to you, your services auto-renewed for the upcoming 2017 season.  The auto-renewal is a beneficial feature of our service, as the timing of applications/services are crucial to ensuring the best possible results for our customer’s properties, and the auto-renewal makes it possible to schedule these applications at their optimal time/intervals. Our offices are open and available to take calls Monday thru Friday 8am-5pm, and during after-hours we provide assistance via our website, www.fitturf.com, which is available 24/7 to submit questions, request information/services, or to request cancellation of services. We are unsure what may have occurred when you tried to contact us last Monday at 9am as our offices were open and actively taking calls from our customers throughout the day, and had no other reports from customers regarding difficulties reaching our offices via telephone.  We do apologize that you were unable to speak with us in person at that time. I show that you had first spoken to our offices on March 21st, 2017, had requested to cancel services at that time and indicated that you had not been aware of the auto-renewal of services.  We informed you of our policy and you had requested to speak with a manager as you did not want to pay for the service we performed at your property on March 14th, 2017.  I apologize if our management team had not spoken to you regarding your concerns, and for any delay in addressing your billing issue. We attempted to reach out to you via telephone today, April 25th, 2017, at 9am, however we were unable to speak with you and left you a message to contact our offices at your earliest convenience. We have agreed to facilitate your request due to the confusion over our auto-renewal policy.  We have credited the balance due on your account ($54.30) for the service we performed at your property last month, and no balance will be due. If you have any further questions or concerns, please feel free to reach out to our team at [redacted] and we will gladly assist you.Thank you for the opportunity and privilege of assisting with your lawn care needs last year and would like to also wish you an excellent upcoming Summer season.

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.
Sincerely,
[redacted]

August 16, 2016   To Whom It May Concern;   [redacted] was emailed a breakdown of the applications she was going to be scheduled for on 7/5/16. We had the correct email address, so there is no reason as to why she did not review the information that was sent to her. The New Service Confirmation email clearly stated the number of applications she had discussed with the Sales Representative and their pricing. Why did she not contact or email us stating that she only wanted a one-time treatment instead of multiple? As [redacted] noted on his response, we followed directions when [redacted] sent us an email before July 7th’s application was completed. When our customers give us special instructions or requests, we follow them – simple as that. We emailed [redacted] the same type of email notification on 7/18/16, the day before we completed the applications on 7/19/16. Why did she not respond and let us know that she was no longer interested in continuing service? She could have easily responded, as she did with the previous email notification. That is the first reason as to why our visit should not have been a surprise, unexpected, or unauthorized. The second reason is [redacted] spoke with the technician, [redacted], on the phone on 7/19/16. [redacted] called [redacted] at 7:55 am and left a voicemail with an estimated time of arrival – we recommend [redacted] check her voicemail history. [redacted] returned [redacted]’s call at 9:43 am. [redacted] and [redacted] discussed the applications that were scheduled, along with the pricing. She gave [redacted] authorization to complete the work. Not once did [redacted] request to cancel the service during the phone conversation, even after being informed of what applications were scheduled and how much they would cost. The third reason these applications were not applied unauthorized is the gate was unlocked for [redacted]. [redacted] told [redacted] during their conversation that the gate would be unlocked after she gave authorization. If you review [redacted]’ previous email, it is stated that the gate is locked, so [redacted] would not have been able to get into the property without [redacted] unlocking it. When our customers do not want us to treat near certain areas, such as vegetable gardens, play areas, or wellheads, they let us know the moment they agree to service. We will note it on the account for the technician to be aware. [redacted] never mentioned the wellhead. She was responsible for letting us know that they use the well water and to not treat near it. We would have been more than happy to have those notes for the technician to follow. Our technicians are always careful, and do not spray when it is too windy. There should not be a problem with Mr. and [redacted]’ well water. We suggest that next time they contract a company to do work on their property, that they inform them that they use well water as a precaution. It is their responsibility to let the service provider know this information. When [redacted] disruptively came into our office on 7/20/16, she did not leave until [redacted] the owner of Fit Turf, credited the b[redacted]ce due. She was most definitely aware that it was credited. There was no reason for Mr. and [redacted] to continue going out of their way to bully Fit Turf. They received authorized applications at no charge and we are providing the evidence to determine that [redacted] approved the applications completed on 7/19/16. Please let us know if further information is required for Mr. and [redacted].     Sincerely,   [redacted] Account Specialist O: ###-###-#### D: ###-###-####

April 8, 2016To Whom It May Concern:The balance of $70.30 has been credited from Mr. and Mrs. [redacted]’s account. We did notice that they turned away the first technician that was scheduled to treat their property.We believe there was miscommunication between the technician and the office, so the...

account did not get canceled. Keep in mind that our technicians service many properties daily and it is not their responsibility to make changes on the account statuses. Our policy does indicate that the customer must call our office to make changes on the account or cancel. As stated before, the balance has been credited, so the account has a zero-dollar balance and has been canceled as of February 29, 2016. Fit Turf believes in providing the best possible service and our main priority is our customer’s satisfaction. Mistakes do happen and we are more than happy to rectify them. We are always here to help and are more than happy to discuss any concerns.[redacted]Account Specialist ...

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.
I still feel the way Fit Turf titles their emails is deceptive and I hope you take this in consideration when analyzing future complaints. If Fit Turf really wanted their clients to know their intentions, they could easily shorten the subject. If all I see in the subject is "Fit Turf Centennial Tree Pest" because the rest doesn't fit, it goes unnoticed. Same with their mailings, they look like junk mail trying to lure you into signup for an additional year of service. I'm sure somewhere in there they hide the fact they're coming out regardless of your response to their offer. I've done my part to inform Revdex.com of these practices and I can only hope you provide an appropriate rating for Fit Tree based on their track record.
Sincerely,
[redacted]