Green T Lawncare

In response to the rejection of our offer: We do not believe the bush was damaged by weed controlAs stated previously, we sent out a manager immediately, once the issue with the bush began, to inspect and see if it was weed control causing the issueAfter inspection it was determined that the type of stress the bush was showing is not what would be caused by weed control Out of good faith we did a free deep root fertilization of the bush to attempt to help the customer with the issue, and went as far as to offer to replace the bush at cost, $190, instead of the full price of $to remove the old bush and replace with a brand new one We do not feel we should replace the bush at no cost, since we acted quickly, and it was determined the issues with the bush were not a direct affect of our product, and have given a free service and offered a replacement bush at the cost to the company out of good faith We are still willing to honor the replacement of the bush at the cost of $

Regarding the complaint sent on 12/30/15, that issue was resolved on Green T Lawncare's end as of 1/4/Refund check number in the amount of $was sent to [redacted] ' residence listed in the complaint, as requested

Initial Business Response / [redacted] (1000, 5, 2015/04/08) */ As a local business, customer satisfaction is, as it has always been, our number one priorityMr [redacted] has been one of our valued customers, since Throughout his service record, we have done the auto renew process annuallySince we do not have written contracts, all we ever ask is that if a customer is dissatisfied with our services, for any reason, they give us an opportunity to resolve that issueIf we are unable to meet their specific request or expectations, and they wish to end service, they just simply let us know Mr [redacted] 's call on the third of April, was the first time we were aware that he wanted to discontinue service since he began with usWe had continued our program, as we have done previouslyWe do apologize for the any inconvenience and will gladly remove the $charge, in hopes that a future relationship would be considered

Initial Business Response / [redacted] (1000, 10, 2014/04/22) */ Case #XXXXXXXX message [redacted] @ [redacted] T Mon, Apr 21, at 8:AM To: [redacted] @chicago.Revdex.com.org, [redacted] @chicago.Revdex.com.org Good Morning, [redacted] has been a customer of ours through the and seasonAfter her first few services, her account had a recurring balanceAs a privately owned company we do all billing first handWe do ask all customers remit balance within days, and Mrs [redacted] 's account was consistently at 60-days past dueOnce a customer has reached a certain credit limit, we stop all services until payment is rendered When Mrs [redacted] contacted our office, in response to calls and to state she was seeing weeds, we agreed we would resume service and accept a payment at that timeShe made a partial payment, and we continued to provide services for their residenceThey accepted two more services and contacted our office to cancel service We would be willing to meet Mrs [redacted] in the middle and split the past due payment of $in halfOnce the final payment was made, we would clear the remaining balance Please feel free to contact me directly if you need any further assistance [redacted] Green T Services Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel that the problem was addressed at allYes, I did carry a balance but that is because the service was unsatisfactory and I advised of this on every payment I remittedNo one contacted me to even discuss the matterWhen I asked about this when I called to advise of why payment was not made I was told they do not look at the back of the remittance which is where it asks for commentsThen why is it thereIf the job was performed properly we would have had no constant problem with weeds, crab grass, creeping charlie, etcas that is the reason you hire a lawn care serviceThey advertize on WGN radio that they care about every customer blah blah blahThen why would no manager come out to look at the shape of our lawn when I askedThey just send the technician who was not doing the job properly to begin withDo they not understand that if a job is not performed satisfactorily they have no reason to expect paymentWho pays for something and gets nothingAlso, I did not remit a partial payment and expect them to reinstate my serviceThat doesn't even make senseWould the owner of that company pay for a brake job and have the brakes still not work? I don't think soAt one point I even asked for a different technician (via the payment remittance form) and got no responseI would like a reason as to why the job was not performed as they advertise and a reason as to why my complaints were never answered and of course why payment should be made for service not renderedThank you! Final Business Response / [redacted] (4000, 16, 2014/05/21) */ case #XXXXXXXX message [redacted] @ Green T Tue, May 20, at 2:PM To: [redacted] @chicago.Revdex.com.org, [redacted] @chicago.Revdex.com.org As a local business, we always investigate any issue that arises and put the pieces together with information foundAfter reviewing the customer call logs we retain, each instance that the Mrsmade contact we responded to whichever concern At this point am including a copy of our call log information along with a statement of the account balanceThis is reflective of what was stated previously As far as Mrs [redacted] 's statement paying for services that you are not happy withI will say, when you take your car for a brake job there are two factors you haven't considered1) You have to pay for the service, before you get your car back to determine whether or not its to your liking and 2) Doing a brake job isn't conducive to the weather With that said, the only alternative for Mrs [redacted] seems to be free from her past due balanceI have included an updated statement which reflects the accounts zero balance Please feel free to contact me directly if you need any further assistance [redacted] Green T Services attachments ~OTE9Y4I001F.PDF 500K ~OT0Y29I001F.PDF 1163K Final Consumer Response / [redacted] (2000, 18, 2014/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thankfully accept this resolutionIt is unfortunate that we are so far apart as to what actually happened in this situationOur lawn was in terrible shape, I could not get a member of management to look at it and I would not commit to continue to pay for something that was not workingMy biggest frustration is the advertising on WGN saying how every client is important, blah, blah, blahThe looks of my lawn and the fact that one of their employees did not treat our entire lawn but then left a bill on our door, after we had complained and my husband walked through the yard with the technician, is appallingI am truly appreciative of this resolution Thank you, [redacted]

I have reviewed the complaint and account associated with *** ***After looking into the account I do see the notes, and that the refund process was started, however; there was glitch in our internal system causing it to sit in limboWe will be correcting the mistake and a refund check
will be sent this week, no later than 3/31/16, in the total of $That is the amount that was paid for the aeration and seeding service that was not completed

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
In October of I contacted T Green with the fact that their technician had
killed my Lilac shrub while chemically treating my lawn for weeds .I was told I
would have a replacement shrub in the spring of with no mention of me having to incur an expense of $or $There are other Lilac shrubs which are closer to the pine tree that have NOT competed for nutrients that are NOT dead.the only shrub that IS dead , is the shrub that was sprayed by T Green while chemically treating my lawn for weedsI would like what I was promised ,a new replacement Lilac shrub with no out of pocked expense incurred by me
Thank you,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** In October of I contacted T Green with the fact that their technician had killed my Lilac shrub while chemically treating my lawn for weeds .I was told I would have a replacement shrub in the spring of with no mention of me having to incur an expense of $or $600.00.There are other Lilac shrubs which are closer to the pine tree that have NOT competed for nutrients that are NOT dead.the only shrub that IS dead , is the shrub that was sprayed by T Green while chemically treating my lawn for weeds.I would like what I was promised ,a new replacement Lilac shrub with no out of pocked expense incurred by me. Thank you,*** ***

In response to the rejection of our offer:We do not believe the bush was damaged by weed controlAs stated previously, we sent out a manager immediately, once the issue with the bush began, to inspect and see if it was weed control causing the issueAfter inspection it was determined that the type of stress the bush was showing is not what would be caused by weed control. Out of good faith we did a free deep root fertilization of the bush to attempt to help the customer with the issue, and went as far as to offer to replace the bush at cost, $190, instead of the full price of $to remove the old bush and replace with a brand new one. We do not feel we should replace the bush at no cost, since we acted quickly, and it was determined the issues with the bush were not a direct affect of our product, and have given a free service and offered a replacement bush at the cost to the company out of good faith. We are still willing to honor the replacement of the bush at the cost of $

Mrs*** *** had first contacted us 10/8/regarding her concern about the bush in questionWe sent a senior technician out 10/12/to inspect the bushThe technician noted and spoke with the customer that the bush did not have damage from weed control and seemed to be competing for
nutrients with the pine that was nearby, since the leaves showed no signs of weed control damage (curling and browning)Out of good faith we did deep root fertilization for the customer at no cost to attempt to help her with the issues that the plant seemed to be havingThe bush in question is directly next to another bush, and after seeing pictures of the bush we have had several technicians and managers discuss with Mrs *** how it could not be weed control affecting the plant, specifically because weed control is not selective, it would have damaged the plant directly next to it as well if that was the caseWe did offer, once again out of good faith, to replace the bush for $(Retail $600)She refused the offer 5/17/on the phone with one of the managers

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]

Regarding the complaint sent on 12/30/15, that issue was resolved on Green T Lawncare's end as of 1/4/16. Refund check number 10114 in the amount of $82.80 was sent to [redacted]' residence listed in the complaint, as requested.

Initial Business Response /* (1000, 5, 2015/04/08) */
As a local business, customer satisfaction is, as it has always been, our number one priority. Mr. [redacted] has been one of our valued customers, since 2012. Throughout his service record, we have done the auto renew process annually. Since we do...

not have written contracts, all we ever ask is that if a customer is dissatisfied with our services, for any reason, they give us an opportunity to resolve that issue. If we are unable to meet their specific request or expectations, and they wish to end service, they just simply let us know.
Mr. [redacted]'s call on the third of April, was the first time we were aware that he wanted to discontinue service since he began with us. We had continued our program, as we have done previously. We do apologize for the any inconvenience and will gladly remove the $44.00 charge, in hopes that a future relationship would be considered.

Initial Business Response /* (1000, 6, 2015/08/08) */
Contact Name and Title: Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@greentservices
I wanted to say I was sorry to hear Mrs Lina [redacted] was so unhappy. We do have a 7 round treatment. You need all 7 to see a huge...

result. One application will not not do much at all for a customer that had service for a few years let alone a new customer. We do offer fee service calls in between the applications free of charge. Noel has been a valid employees for a few years and is very good at explaining in detail how our products work. Lina [redacted] had a call back from the office manager Mark and he talked to her'1 - 07/17/2015 04:16 PM - ML - NOTE:
Spoke with customer in great length she is not willing to sign up for the year and is upset however when I asked if she would like to use us for the rest of the year and we would be able to help with her concerns she said why would I do that when you came out and treated my property with the first treatment and I see no results. I explained that expectations with lawn care it is a process and through our process we can make an improvement however she only signed for one application I would be more than happy to work with her if she wanted to pay for the year than at any time she has an issue we can initiate a SC at no charge to her and if she decided to cancel we would refund her the difference. Customer kept saying the mistake was Noel and she shouldn't have to pay for that mistake. I told her if it was a mis communication I understand and I would like to do whatever I could to help her. She said give me a SC for the last treatment. I then said I would be happy to do that if she wanted to pay for the year we could help her. She did not understand and even admitted she only wanted one application. I then explained we do not initiate SC for a one application basis. She did not understand and said we were ripping her off and she is not happy." If she would like us to go out and do the free service we will do that. We have been around for several years and do the best we can on customer service as well as the lawns we treat.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
-As I stated, I was totally misinformed by Noel.He admitted along with his manager that he gave me incorrect information.My decision to proceed was based on what he told me, which was not truthful.
The "one application" request is incorrect also, I wanted to see if the first application made any improvements and then proceed with additional ones.
They refuse to follow up with a service call, which is something that they offer to everyone with or without commitment for a full year.
Final Consumer Response /* (4200, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that the real issues it's not being addressed. I WAS MISINFORMED when I called IN AND PROCEEDED based on what I was told and yes I would like to either get reimbursed or for a free service call that addressed crab grass.
Final Business Response /* (4000, 10, 2015/08/11) */
Contact Name and Title: Lisa Office manager
Contact Phone: [redacted]
Contact Email: [redacted]@hotmail.com
We stand by our work as we stated we would do a FREE service call to go back. He have stated one application out of seven will not show a huge difference. We are really sorry Mrs. Lina was not happy with the outcome of one application that is why we have 7 rounds because for a first time customer your lawn needs to have all the applications to really see a difference. we have no contract, so nothing is owed except for the work that was done the one treatment Lina had. She requested a service and we went out to treat the lawn. We will go out for a service call if Mrs. would like that because inbetween the 7 rounds we do go out for a free service call.

Initial Business Response /* (1000, 5, 2015/04/08) */
As a local business, customer satisfaction is, as it has always been, our number one priority. Mr. [redacted] has been one of our valued customers, since 2012. Throughout his service record, we have done the auto renew process annually. Since...

we do not have written contracts, all we ever ask is that if a customer is dissatisfied with our services, for any reason, they give us an opportunity to resolve that issue. If we are unable to meet their specific request or expectations, and they wish to end service, they just simply let us know.
Mr. [redacted]'s call on the third of April, was the first time we were aware that he wanted to discontinue service since he began with us. We had continued our program, as we have done previously. We do apologize for the any inconvenience and will gladly remove the $44.00 charge, in hopes that a future relationship would be considered.

Regarding the complaint sent on 12/30/15, that issue was resolved on Green T Lawncare's end as of 1/4/16. Refund check number 10114 in the amount of $82.80 was sent to [redacted]' residence listed in the complaint, as...

requested.

Initial Business Response /* (1000, 10, 2014/04/22) */
Case #XXXXXXXX
1 message
[redacted] @ [redacted] T Mon, Apr 21, 2014 at 8:44 AM
To: [redacted]@chicago.Revdex.com.org, [redacted]@chicago.Revdex.com.org
Good Morning,
[redacted] has been a customer of ours through the 2012 and 2013...

season. After her first few services, her account had a recurring balance. As a privately owned company we do all billing first hand. We do ask all customers remit balance within 30 days, and Mrs. [redacted]'s account was consistently at 60-90 days past due. Once a customer has reached a certain credit limit, we stop all services until payment is rendered.
When Mrs. [redacted] contacted our office, in response to calls and to state she was seeing weeds, we agreed we would resume service and accept a payment at that time. She made a partial payment, and we continued to provide services for their residence. They accepted two more services and contacted our office to cancel service.
We would be willing to meet Mrs. [redacted] in the middle and split the past due payment of $176.00 in half. Once the final payment was made, we would clear the remaining balance.
Please feel free to contact me directly if you need any further assistance.
[redacted]
Green T Services
Initial Consumer Rebuttal /* (3000, 12, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that the problem was addressed at all. Yes, I did carry a balance but that is because the service was unsatisfactory and I advised of this on every payment I remitted. No one contacted me to even discuss the matter. When I asked about this when I called to advise of why payment was not made I was told they do not look at the back of the remittance which is where it asks for comments. Then why is it there. If the job was performed properly we would have had no constant problem with weeds, crab grass, creeping charlie, etc. as that is the reason you hire a lawn care service. They advertize on WGN radio that they care about every customer blah blah blah. Then why would no manager come out to look at the shape of our lawn when I asked. They just send the technician who was not doing the job properly to begin with. Do they not understand that if a job is not performed satisfactorily they have no reason to expect payment. Who pays for something and gets nothing. Also, I did not remit a partial payment and expect them to reinstate my service. That doesn't even make sense. Would the owner of that company pay for a brake job and have the brakes still not work? I don't think so. At one point I even asked for a different technician (via the payment remittance form) and got no response. I would like a reason as to why the job was not performed as they advertise and a reason as to why my complaints were never answered and of course why payment should be made for service not rendered. Thank you!
Final Business Response /* (4000, 16, 2014/05/21) */
case #XXXXXXXX
1 message
[redacted] @ Green T Tue, May 20, 2014 at 2:42 PM
To: [redacted]@chicago.Revdex.com.org, [redacted]@chicago.Revdex.com.org
As a local business, we always investigate any issue that arises and put the pieces together with information found. After reviewing the customer call logs we retain, each instance that the Mrs. made contact we responded to whichever concern.
At this point am including a copy of our call log information along with a statement of the account balance. This is reflective of what was stated previously.
As far as Mrs. [redacted]'s statement paying for services that you are not happy with. I will say, when you take your car for a brake job there are two factors you haven't considered. 1) You have to pay for the service, before you get your car back to determine whether or not its to your liking and 2) Doing a brake job isn't conducive to the weather.
With that said, the only alternative for Mrs. [redacted] seems to be free from her past due balance. I have included an updated statement which reflects the accounts zero balance.
Please feel free to contact me directly if you need any further assistance.
[redacted]
Green T Services
2 attachments
~OTE9Y4I001F.PDF
500K
~OT0Y29I001F.PDF
1163K
Final Consumer Response /* (2000, 18, 2014/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I thankfully accept this resolution. It is unfortunate that we are so far apart as to what actually happened in this situation. Our lawn was in terrible shape, I could not get a member of management to look at it and I would not commit to continue to pay for something that was not working. My biggest frustration is the advertising on WGN saying how every client is important, blah, blah, blah. The looks of my lawn and the fact that one of their employees did not treat our entire lawn but then left a bill on our door, after we had complained and my husband walked through the yard with the technician, is appalling. I am truly appreciative of this resolution.
Thank you,
[redacted]

Initial Business Response /* (1000, 6, 2015/08/08) */
Contact Name and Title: Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@greentservices
I wanted to say I was sorry to hear Mrs Lina [redacted] was so unhappy. We do have a 7 round treatment. You need all 7 to see a huge result. One...

application will not not do much at all for a customer that had service for a few years let alone a new customer. We do offer fee service calls in between the applications free of charge. Noel has been a valid employees for a few years and is very good at explaining in detail how our products work. Lina [redacted] had a call back from the office manager Mark and he talked to her'1 - 07/17/2015 04:16 PM - ML - NOTE:
Spoke with customer in great length she is not willing to sign up for the year and is upset however when I asked if she would like to use us for the rest of the year and we would be able to help with her concerns she said why would I do that when you came out and treated my property with the first treatment and I see no results. I explained that expectations with lawn care it is a process and through our process we can make an improvement however she only signed for one application I would be more than happy to work with her if she wanted to pay for the year than at any time she has an issue we can initiate a SC at no charge to her and if she decided to cancel we would refund her the difference. Customer kept saying the mistake was Noel and she shouldn't have to pay for that mistake. I told her if it was a mis communication I understand and I would like to do whatever I could to help her. She said give me a SC for the last treatment. I then said I would be happy to do that if she wanted to pay for the year we could help her. She did not understand and even admitted she only wanted one application. I then explained we do not initiate SC for a one application basis. She did not understand and said we were ripping her off and she is not happy." If she would like us to go out and do the free service we will do that. We have been around for several years and do the best we can on customer service as well as the lawns we treat.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
-As I stated, I was totally misinformed by Noel.He admitted along with his manager that he gave me incorrect information.My decision to proceed was based on what he told me, which was not truthful.
The "one application" request is incorrect also, I wanted to see if the first application made any improvements and then proceed with additional ones.
They refuse to follow up with a service call, which is something that they offer to everyone with or without commitment for a full year.
Final Consumer Response /* (4200, 12, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It seems that the real issues it's not being addressed. I WAS MISINFORMED when I called IN AND PROCEEDED based on what I was told and yes I would like to either get reimbursed or for a free service call that addressed crab grass.
Final Business Response /* (4000, 10, 2015/08/11) */
Contact Name and Title: Lisa Office manager
Contact Phone: [redacted]
Contact Email: [redacted]@hotmail.com
We stand by our work as we stated we would do a FREE service call to go back. He have stated one application out of seven will not show a huge difference. We are really sorry Mrs. Lina was not happy with the outcome of one application that is why we have 7 rounds because for a first time customer your lawn needs to have all the applications to really see a difference. we have no contract, so nothing is owed except for the work that was done the one treatment Lina had. She requested a service and we went out to treat the lawn. We will go out for a service call if Mrs. would like that because inbetween the 7 rounds we do go out for a free service call.

In response to the rejection of our offer:
We do not believe the bush was damaged by weed control. As stated previously, we sent out a manager immediately, once the issue with the bush began, to inspect and see if it was weed control causing the issue. After inspection it was determined that the type of stress the bush was showing is not what would be caused by weed control. 
Out of good faith we did a free deep root fertilization of the bush to attempt to help the customer with the issue, and went as far as to offer to replace the bush at cost, $190, instead of the full price of $6000 to remove the old bush and replace with a brand new one. 
We do not feel we should replace the bush at no cost, since we acted quickly, and it was determined the issues with the bush were not a direct affect of our product, and have given a free service and offered a replacement bush at the cost to the company out of good faith. 
We are still willing to honor the replacement of the bush at the cost of $190.