Front Range Mile Hi Booking Agency Inc

Im sorry to hear you do not accept our apology. There is no charge for services not rendered as explained on the phone, I have sent a $0 balance via email to try to reflect this. Per the complaint "Desired Settlement: No settlement requested - for Revdex.com information only". I'm not sure what else I can do to resolve this issue besides correct our invoicing error and apologize again for our mistake. Revdex.com can you help me out here on how else to try and resolve this issue? Again, my apologies for our mistakes and your frustration.

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.  There will be no charge to me of $79 dollars.  See attached invoice.
Sincerely,
[redacted]

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. This will be satisfactory to us if a complete redo is done. We have no idea which/how many vents were actually done. We know of two and suspect a third was not done, and if that is the case, have no clue how many more were skipped/left undone. We would like to set this up when [redacted] is present. Thank you.
Sincerely,
[redacted]

Thank you for contacting us about the recent gutter cleaning. I'm sorry to hear you were not satisfied with the service performed. I do appreciate you allowing us the opportunity to go out there and do any areas you felt were not done to your satisfaction. Unfortunately weather has been an issue....

Due to continuous rain and thuderstorms, we have not been able to get out and get on ladders, our technicians safety is of upmost importance, and I'm sure you agree. On 8/2/17 and again today at 9:11:38, [redacted] gave you a call to get you rescheduled, left a voicemail for you to give us a call. We are just waiting for a call back to setup a service appointment to go out there again and get the area you are concerned about completed. I appreciate your patience as well continue to work with you on getting this work completed to your satisfaction, and dealing with inclement weather while doing so. I hope to hear back from you since our last voicemail so we can get a date setup. Again, thank you for allowing us to go out there and get you taken care of. Have a beautiful day, talk to you soon~[redacted]~

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. If it is actually implemented.
Sincerely,
[redacted]

Initial Business Response /[redacted]/
[redacted], I am very sorry to hear you were not satisfied with the services you received, your satisfaction is very important to us. I have spoken with [redacted] on the phone a couple of times trying to get this situation resolved for you. When I...

talked to the technician about this, he stated that nobody was home at the time of service, he knocked on the door and there was no answer. He also stated there were many spots on the lawn that were bad, and he was surprised the customer was requesting additional fertilizer but provided the service as requested. Despite the technicians claim, we wanted to try to help you out, so we provided a plug aeration and overseeding service ($79 value) in addition to the $118 service to hopefully help with those bad areas in your lawn. It is Mile Hi's stand that we are not responsible for the bad areas in the lawn. I believe the customer would have said something to the tech or called our office to state his concerns, rather it was three days later. However, in an attempt to resolve this issue, in addition to the $79 free service we provided, we will issue a $118 refund. Again, my most sincere apologies for the lawn issues. I look forward to getting this resolved as soon as possible.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
1) I am aware of all the conversations with [redacted] on the phone, how he was treated, and how he was lied to. I am sure recordings of these calls exist.
2) We were home at the time of EVERY service. [redacted] personally spoke to the first two people to come to our house, and I have spoken to the last four. If this were to go to court and we were to subpoena every technician they would have to tell the truth. We have spoken to them all. In addition to this we spent the entire day of May the 4th waiting for a promised technician who never showed up.
The crew that was sent out for the re-do aeration spoke with me extensively. Not only did they have to talk to me because I had to let my dog inside, they also were expecting a payment meaning that they had no idea it was a re-do job. They also didn't do any seeding like my husband was promised. When they arrived I pointed out the dead spot and the technician ADMITTED it was a fertilizer burn. Just as the two techs I had seen before admitted it was a burn. As I said before, it they were to be subpoenaed they would have to admit to this.
3) In addition to this there were not "many spots on the lawn that were bad" and we both have pictures of our yard before the treatment as would be able to procure the written testimony of our neighbors to affirm this fact.
4) We paid for an overseeding in the first place, and it was not done. The value of a plug aeration is $30- that is the only "free" service we were offered, and it is offered to every customer who is not "100% satisfied."
5) Fertilizer burns do not happen immediately, they take a few days to appear. It would have been literally impossible to report it right away. I would like to remind you that we still have the dead patches of grass as well as the fertilizer bucket used that could be chemically analyzed.
6) We have multiple e-mails detailing conversations between the company and my husband and he was promised that the pictures of our yard would be sent to a landscaping company. He waited over a week for this to be done before calling back and having the company say that they never sent them and would need to re-send them. Obviously this was never done.
These outright lies would not be permitted in a court of law and I will not allow them to be published as an acceptance on the Revdex.com. Had the company admitted to fault and offered the $118 refund I would have accepted it, but I am absolutely shocked and appalled that this response would include such bald-faced lies. We will accept nothing less than an admission of fault and both the $118 refund and $35 sod charge. I have spoken to my lawyer and I know what my rights as a consumer are.
Final Business Response /[redacted]/
I am very sorry to hear you the claims in the second complaint, and it sounds as if both sides feel many untruths have been told. Mile Hi claims NO responsibility for the lawn issues, however, in an attempt to resolve this issue, Mile Hi will issue a $153 refund and will consider this matter closed. I'm saddened to read the accusations made, but do look forward to resolving this issue. A check will be mailed out today.
Final Consumer Response /[redacted]/
(The consumer indicated he/she ACCEPTED the response from the business.)
"If you choose YES, the Revdex.com will assume that you are completely satisfied with the way the company handled the complaint and the Revdex.com will close the complaint as resolved. Of course, if the company does not live up to their agreements you can always request the complaint case be reopened."
I am hesitant to choose yes to resolve this complaint because although this company offered us the refund and compensation we were seeking, to allege that we EVER committed any falsehoods is both a complete slap in the face and is very telling about the ethical practices of this business. Had we taken this to court or the media (both of which were heavily considered) all the truth would have been presented very plainly for all other consumers to see. This company damaged our yard, wasted countless hours of our life, and even accused us of lying when there is documentation/ witness of our every interaction as well as PROOF of the damage they caused. I am resolving this only because I am tired of being mistreated by this company. I have never, ever been treated this poorly by a company and I am both shocked and saddened that it had to come to this.

I apologize for any confusion regarding the coupons and that our explanation made you think "too bad" as that was not what we were saying at all. On the coupon it states "Can not be combined with any other offers, discounts or coupons". We explained that since she took the upgrade offer, she could...

not use the coupon as well. I do not at ALL feel like we are scamming when the print says very clearly it could not be used. In attempt to resolve this issue Ive waived the $10 fee, but do hope that going forward, the customer notices on coupons the print like that, as we are not the only company that puts that on their coupons, but were probably the only coupon that would give in and waive the fee.

I apologize for any mistakes I may have made with scheduling. Just give me a call at ###-###-#### and I'm happy to help you.

Mr. [redacted], I apologize for any dissatisfaction with the aeration service you received. In regards to the services rendered, you claim you did not speak to a manager, but you and I speak on 11/20/15 on the original day of service. When we spoke you indicated that you watched the technician...

provide service and you did not think he applied enough liquid aeration and fertilizer. Because your satisfaction is very important to us, I was happy to offer to send a different technician out there to perform the service again, making sure that with a 2nd application, you would receive plenty of liquid aeration and fertilization service. So on 11/23/15 we went to your home and provided the service a second time. I feel that our offer to go to your home to provide service again was a very generous offer. We did not hear back from you when we followed up to make sure you were now happy with the service. This is the first time we have heard from you since providing services, and I'm assuming it is because you received an invoice for services rendered. I'm happy to discuss payment options so we can get this resolved for you, we just ask that you give us a call to discuss any concerns you may have. As we have already shown, we will always make every reasonable attempt at trying to resolve your issue, as your satisfaction is very important to us. In regards to Revdex.com members using the Revdex.com logo, we are Revdex.com members, you would need to discuss their policies for Revdex.com members with them.I look forward to getting this resolved for you, please give me a call at ###-###-#### to discuss a resolution to your complaint, as it does not specify (besides Revdex.com member logo use) exactly how I can resolve this but I will make every reasonable attempt at getting you taken care of.

Thank you for the feedback in regards to our advertising. I will pass this information on to the owner of the company so he is aware of your feedback. I'm sorry for any inconvenience.

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]

Thank you for the feedback. You can always call a manager at Mile Hi Services to address your concerns prior to contact the Revdex.com. I can assure you we abide by all federal, state and local laws, especially in regards to advertising and marketing. I have forwarded your request of no handbills or flyers...

on to all the companies we contract with for marketing purposes. If you have any additional concerns, please call me directly at [redacted].

Im very sorry to hear you are having issues with your lawn, and that you feel it is attributed to Mile Hi Services. I know there are many reasons a lawn can suffer and not thrive. If your lawn has brown spots when summer rolls around, you may have a problem with thatch. Mowing the lawn too short can...

stress the grass and cause it to turn dry and brown. Improper watering can result in weak grass roots. If you have brown areas, you may have damaged roots due to insects. Salt damage has also been known to cause browning in lawns. If you have pets, pet urine can kills grass. There are also many types of fungai that can affect lawns.These are just a few of the reasons a lawn may be suffering. If you have more information that can directly link your lawn issues to Mile Hi, I would appreciate the feedback so we can research and see what we can do to help. I am happy to discuss what we can do to try to help with your lawn in the meantime, just give me a call at ###-###-####. Unfortunately we will not be paying for a new lawn, but I am happy to discuss what Mile Hi can do to help.

I'm sorry but this is just not true. When customer clicks on the pay link, they simply need to put in the agreed upon amount. I have received no phone calls to discuss. We agreed on $39 and that is the final offer of resolution. We would appreciate payment for services rendered.

Again, I apologize for the problems you are having with your lawn. I have not received any information to  confirm that the ONLY way your lawn can be having problems is due to Mile Hi. Ive already listed many ways a lawn can die or turn brown, and this information can be confirmed via research on the internet as well as by contacting the [redacted]. We did provide a free plug aeration service in an attempt to help with whatever is going on with your lawn, but Mile Hi is not responsible for what is happening to your lawn or for the weed problem you are having. Im happy to go out and put more seed down to help promote growth to try and provide as much help as we can, but we will not be providing a new lawn since there are MANY reasons you can be having issues, and are confident our lawn service is NOT why. We have tried to help you with your lawn issues and will continue to help as much as we can. I highly recommend contacting the [redacted] for additional information, as they are a great resource for information.

Thank you for the feedback. I apologize for your dissatisfaction with our marketing distribution. We use several different companies in the Denver Metro area for our flyer distribution and have notified them all of your request. If there is anything else I can do for you, please let me know.

I apologize for any confusion, we would have been happy to resolve this over the phone, but do appreciate you taking the time to write and provide feedback. I'm happy to hear you saw them spray the liquid as the liquid aeration & fertilization are applied at the same time. In addition, they add...

the overseeding with the same application. So when you saw them spraying, they were spraying everything at the same time. If you are not happy with the service provided, please contact customer service at [redacted] and they will setup a date to send someback out to redo whatever you need redone, you just have to call :) Thank you for your time and feedback.

It looks like [redacted] called the office today and customer service got him taken care of and his account has been corrected. I apologize for the inconvenience and appreciate you allowing customer service to take care of this for you.

I apologize again to [redacted] that we had access issues due to a retaining wall he has, we cannot lift the machine over retaining walls. While we were at the property we contacted [redacted] and explained this to hime and proceeded to provide service to the rest of the lawn. We have had multiple...

conversations  with [redacted] about this and tried our very best to resolve the issue. We offered a refund since we could not provide the service in entirety but [redacted] stated he already put a stop payment on his check. I explained to [redacted] that should the check go through, we would issue a refund, but we will not be charging him since we would not complete the whole service. But from the moment we were at the property on 9/20/17 and until our last conversation on 9/26/17, we have apologized and explained we cannot lift machines over retaining walls, its just not physically possible for us. As stated on the phone, there will be no charge for the services we were able to provide. Thank you for taking the time to provide your feedback and I really hope you understand the situation as we've tried to explain it. Thank you.~[redacted]~

[redacted], you and I have spoken about this situation and I agree that we dropped the ball and did not give you our best customer service. As I indicated on the phone, we would definitely be researching how so many mistakes happened and be sure to correct them so that it does not happen again. I know...

I've apologized over and over on the phone and in email, but once again, I'm so very sorry we let you down and did not meet your expectations. As I indicated on the phone and in emails, we are not charging you for the services rendered since you were not happy with the services. I'm not sure what else I can do for you besides that, but I am happy to continue discussions regarding this situation. Just give me a call at ###-###-####. In the meantime, we have waived the fee for services rendered. I thank you for all of the feedback you provided and allowing us to take care of your complaint.