Green Drop Lawns Ltd

Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: [redacted] Dear Client, Our records do show you the payment has been sent, please confirm you have received the check.upon agreement there was warning the check could take some time as this was out of our protocol To speak towards the amount refunded for the lightsRefunding lights is not something we do nor have we ever had a request for thisWe were aware of another client that wanted more lights therefor we passed on the offer from himWhich you agreed to take Thank you for choosing Green Drop Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm satisfied in the fact that we did, very recently, receive the check however there was an inconsistency as one of your reps had told us that "it was in the mail" yet when it was finally delivered (days after posting with the Revdex.com) it was dropped off personally by one of your repsThe fact that it got to this point is unacceptable As far as giving the customers their purchased lights or reimbursement at the end of the service term not being protocol, I can't see how it should fall out of any reasonable honest business practice for a customer who's paid in full for a product/service to expect to receive said product, or at the very least (in my case) a low-ball reimbursement, at the end of the term of serviceEspecially when on the bill/receipt there is a steep price to "purchase" the lights that is separate from the price for the ongoing service to have the lights set upHave all the other customers who've ended the service generously donated their purchased lights to Greendrop?

Complaint: [redacted] I am rejecting this response because: [redacted] Four of my plants went dead/damaged due to their reckless spray of weed controlGreen Drops sent a technician to look at the trees after the first complaintThen they disappearedNot a single contact to me about their investigation and remedy plan as they offered in their response letterThey just PRETENDED to care customers in order to get the case resolved [redacted] worst service I ever got$Compensation used for replacement of dead trees caused by Green Drops Sincerely, [redacted] ***

Dear Ms***, I would like to begin with an apology for the damage to your foliage and would like to assure you again that we intend to correct the situation to the best of our abilitiesGreen Drop is committed to providing services that we, along with our customers can be proud of I did have one of our regional service managers visit your property to inspect the extend and cause of the damage and determine the best course of action to help correct the situationI believe that we may be able to help the damaged foliage make a full recoveryI would like to apply a beneficial tree/shrub application, in hopes of aiding in the complete recovery and future growthIf for any reason the affected foliage does not make a complete recovery by spring 2017, then we will replace the foliage with new versions at no cost to yourselfIf the foliage is doing well, then I will set up another beneficial tree/shrub service to strengthen them for the future I will also set up a notification so that our staff will contact you next year in regards to this matter and to follon the health of the affected foliage, if you permitI trust that this is an acceptable resolution to this matter and look forward to working with you to correct this issue Thank you and have a beautiful dayRory H [redacted] Assistant General Manager

Initial Business Response /* (1000, 14, 2014/10/08) */
Attention ***,
I would like to extend my apologies in regards to any inconvenience or problems you have encountered as a customer of Green DropWe take pride in our capacity to provide excellent customer serviceWe strive to meet
the needs and expectations of our customers, and it is important for us to make sure that we have done everything possible to achieve this standard
I understand that you are experiencing some frustration in regards to your billing, payments and statementsI hope this e-mail will help to clear up the confusion and help ease your frustration
We do provide auto renewing services for our customers to ensure simplicity for the customerThis is an optional programUpon ordering any services from Green Drop the renewing protocol should be explainedThis being said sometimes in the haste of a busy spring things can be overlooked by our customer service staff
I can assure you do not want to do services or charge for services that were not requestedThis being said I can assure you that charges will be cleared on your account
We appreciate you expressing your concerns and should you wish to discuss this further please don't hesitate to contact us at your leisureShould you require any additional information or have any further questions please contact our office at XXX-XXX-XXXXAgain our apologies for any inconvenience this may have caused you

Final Consumer Response /* (2000, 5, 2016/05/19) */
I spoke with Green Drop today and believe we have come to an agreement to cancel the invoice as well as have our phone number removed from their database
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Initial Business Response /* (1000, 5, 2014/10/07) */
Mr*** and I have spoken directly over the phone and feel we have resolved this issue to our mutual satisfactionGreen Drop will be refunding a significant portion of Mr***'s prepayment for some services, since these services were
not completed to customer's satisfactionThis refund includes amount paid for of the lawn fertilizer/herbicide applications completedThis refund will be credited back to customer's credit card ASAP, as requestedI appreciate Mr*** feedback and constructive criticism regarding these issues and I was able to explain details regarding some of these concernsIn addition, I have agreed to follow up with customer and visit Mr*** property to apply broadleaf weed control where required, at no chargeThank you

I apologize for any hassle that may have been caused by this incidentI have personally ensured that the re-apply for the backyard and the re-spray for the front yard have been completed todayWe train our technicians to start in the farthest corner of the backyard and work their way forward to
help avoid these type of situationsIn regards to the damaged plants, I will have one of our service managers come out to inspect and evaluate the best course of action to correct the situationI hope this helpsThank you and have a Beautiful day

Initial Business Response /* (1000, 5, 2016/05/19) */
Contact Name and Title: Rory, Assistant GM
Contact Email: [redacted]
I would like to start with an apology to [redacted] for the miscommunication and unwanted application at her property. We strive for precision in regards...

to our services but unfortunately sometimes mistakes are made due to human error. We do, greatly emphasize the importance of triple checking addresses when our technicians arrive at a property and we will continue to do so very often. As an extra safeguard, we also train our technicians to knock on every door prior to application. In this case, the technician has been reprimanded with a written warning and we have reiterated the importance of checking address and knocking before servicing.
In regards to a possible double fertilizer application, fortunately this is not the case. The technician was intending to do a reapplication of spot specific, weed control only, no fertilizer at all. In an attempt to rectify the situation, we offered to apply a remedial beneficial micro-organism spray on the turf so that such introduced organic and biological components would help restore a healthy soil environment to the yard, maximize utilization of nutrients from fertilizers previously applied on the lawn, and speed up the break down of any residual herbicide molecules remaining in the backyard. She declined this offer.
I hope this helps in regards to clarifying the situation. Thank you and have a Beautiful day.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not accept the offer of spraying my lawn with a fungal and bacterial solution as I know nothing about such a treatment and would be hesitant as this was not something I was looking for anyways. On the phone the caller did not mention it would help to break down the herbicide, just that it would make my lawn healthier.
Again, my annoyance is this has happened in 2013 and now again in 2016. The steps they were going to put in place then obviously haven't happened. They were to put a note on the correct client's file to check that they were on the A avenue.
[redacted]
I do not plan to fertilize my lawn again this year as I applied a slow release, but if this company wishes to fertilize my lawn next year at no charge, I would not object. They seem to like coming to my house anyway.........
Final Business Response /* (4000, 9, 2016/05/30) */
I completely understand the hesitation to apply an unknown to you treatment without properly understanding it's purpose and composition. The intention was primarily to help return the lawn to as natural of state as possible.
We had made note of the "A" part of the address so that it appears in the technicians site specific information that is to be read prior to each application. [redacted]
We have recently redeveloped our training program and repeatedly emphasize the importance of "Triple Checking Addresses" throughout however human error is still a factor we have yet to completely remove.
Final Consumer Response /* (4200, 11, 2016/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Had this not been the second time this has happened the plan sounds great. I was told a similar story in 2013..... I fully expect this will happen again.

Complaint: [redacted]
I am rejecting this response because:
[redacted] [redacted] Four of my plants went dead/damaged due to their reckless spray of weed control. Green Drops sent a technician to look at the trees after the first complaint. Then they disappeared. Not a single contact to me about their investigation and remedy plan as they offered in their response letter. They just PRETENDED to care customers in order to get the case resolved. [redacted] worst service I ever got.
$500 Compensation used for replacement of dead trees caused by Green Drops
Sincerely,
[redacted]

Final Consumer Response /* (2000, 6, 2015/05/20) */
They have now contacted me and said they will refund my money. You can close this case.

Initial Business Response /* (1000, 5, 2016/02/01) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Dear Client,
Our records do show you the payment has been sent, please confirm you have received the check.upon agreement there...

was warning the check could take some time as this was out of our normal protocol.
To speak towards the amount refunded for the lights. Refunding lights is not something we do nor have we ever had a request for this. We were aware of another client that wanted more lights therefor we passed on the offer from him. Which you agreed to take.
Thank you for choosing Green Drop.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied in the fact that we did, very recently, receive the check however there was an inconsistency as one of your reps had told us that "it was in the mail" yet when it was finally delivered (days after posting with the Revdex.com) it was dropped off personally by one of your reps. The fact that it got to this point is unacceptable.
As far as giving the customers their purchased lights or reimbursement at the end of the service term not being normal protocol, I can't see how it should fall out of any reasonable honest business practice for a customer who's paid in full for a product/service to expect to receive said product, or at the very least (in my case) a low-ball reimbursement, at the end of the term of service. Especially when on the bill/receipt there is a steep price to "purchase" the lights that is separate from the price for the ongoing service to have the lights set up. Have all the other customers who've ended the service generously donated their purchased lights to Greendrop?

Dear Ms. [redacted],
 
     I would like to begin with an apology for the damage to your foliage and would like to assure you again that we intend to correct the situation to the best of our abilities. Green Drop is committed to providing services that we, along with our customers can be proud of. 
     I did have one of our regional service managers visit your property to inspect the extend and cause of the damage and determine the best course of action to help correct the situation. I believe that we may be able to help the damaged foliage make a full recovery. I would like to apply a beneficial tree/shrub application, in hopes of aiding in the complete recovery and future growth. If for any reason the affected foliage does not make a complete recovery by spring 2017, then we will replace the foliage with new versions at no cost to yourself. If the foliage is doing well, then I will set up another beneficial tree/shrub service to strengthen them for the future.
     I will also set up a notification so that our staff will contact you next year in regards to this matter and to follow-up on the health of the affected foliage, if you permit. I trust that this is an acceptable resolution to this matter and look forward to working with you to correct this issue.
 
Thank you and have a beautiful day.
Rory H[redacted]
Assistant General Manager

Used them about a year ago. He showed up and sprayed the lawn with something (took about 10 mins). We did not see any results so we cancelled. They argued that only one treatment ($20) is not enough to produce results (why sell a single treatment then?). A while later they resumed treatments without our consent and then presented us with a $110 charge. I suggest placing a sign on your lawn saying NO GREEN DROP or not calling them in the first place.","neg-1