GreenEnvy LLC

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @greenenvylawns.com Mr [redacted] was contacted by our office on 8-12-15, as he statedHe agreed to more lawn care visits and a free lime visit ($Value) for This conversation was recorded for quality assurance On 8-19-we performed a regular lawn care visit of fertilizer, broadleaf weed control for $We also applied nutsedge control ($Value) at no additional cost On 8-31, after a request from Mr [redacted] , we set up a free service call to spray some lingering weeds and to re-spray the nutsedge in the back On 9-we performed another free service call to address the weeds and the nutsedgeWe also performed the approved free Lime visit That same day (9-2-15) Mr [redacted] called our office and spoke to the office manager at 5:PMHe was cursing, saying he never approved the lime (the approval is recorded)The office manager agreed to blow off the driveway of the all natural productMr [redacted] said "You have one hour, the clock is ticking" and hung up At 5:PM Mr [redacted] called in again stating his concerns pregnant wife and kids being around the lime and how he did not agree to it(The same lime he approved on a recording) We explained to Mr [redacted] that his concerns were not warranted as the University of Missouri extension, recommends lime as for those customers who prefer to go organicThe office manager tried to come to a resolution with Mr [redacted] and after more banter from the customer we explained after reviewing the account and noticing on 2/12/Mr [redacted] demanded a reduced price and wanted to come and "confront" an employee, and on 5/6/Mr [redacted] had hung up on two employees after trying to please him, we informed Mr [redacted] we would not be sending an employee to his home due to safety reasonsMr [redacted] claimed he was not home, so we agreed to have an employee to continue to his home and simply blow off the drive and leaveHe agreed At 6:PM our employee informed us that when he showed up to blow off any remaining lime from Mr [redacted] 's driveway he was standing in the garage unloading what looked like hockey equipment from his vehicleThe employee said he was told by Mr [redacted] to leave and to tell his manager to not step on his lawn ever again At 6:Mr [redacted] called our office again and told our office employee that we "could try again some other time "This conversation was also recordedHe claims we were THREE MINUTES LATE, so he sent the employee awayI show we were minutes before Mr [redacted] 's self imposed deadline After providing $worth of services (not including free visits) since 8/12/to Mr [redacted] property and only charging him $a refund is deniedWe have also added Mr [redacted] 's phone number to our internal "do not solicit" list

Complaint: ***
I am rejecting this response because it is simply not true I have a statement from a collection agency dated four days after the original invoice was dated Yes, I did receive messages, but by that time, I was simply too made to even respond Sending to collections was extremely unnecessary, and even when I called in to stop the service and I told the woman that answered the phone, she even said, "You're right, it shouldn't have gone to collections I will take care of that right now." So even their own employees don't think it's right
Sincerely,
*** ***

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, 7, 2015/10/23) */
On 8-21-our Production Manager visited Mrs***'s propertyShe had sent us an email on 8-18-that stated" I am very dissatisfied with my service this yearI have called for a service call and there are at least different weeds I
have identified in my lawn - crab grass, nut grass, spurge and another week I don't know the name of." After he applied a selective weed control to the aforementioned weeds, bare spots were left in her propertyHe also told her we would give her a small bag of certified seed to put in those areasThe lawn appeared to be mowed to low and dry from lack of waterThe Production Manager said the conversation with Mrs*** went well and she seemed to be fine with the planWe also wrote off her last visit of $to keep her as a customerOn 9-21-Mrs*** called the office at 5:28PM and requested to cancel the serviceAfter performing Free Service calls to her property over months, we cancelled her accountNothing was owed on her account and we can't keep her happy with our service
Initial Consumer Rebuttal /* (3000, 9, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
During my conversation with *** the Production Manager, I pointedly asked if I had been the cause of any lawn issuesHe never stated anything about the lawn needing water or that it was too shortIn fact the discussion was regarding that I had followed their instructions in letting the lawn grown taller and only cutting it every - weeksBut again no mention of it being too short or lacking waterWhen asked specific questions, *** said he could not be expected to remember everything he had seen on my lawn and his only recommendation was to pay them more for the additional two services that yearWhen I authorized the two additional services, it was with the understanding that he personally would service my lawn for the remainder of the seasonHe FAILED to live up to this part of the bargain and again sent the inexperienced, untrained technician that I had asked not be sent back
The conversation with ***, from my perspective did not go well at allHe behaved in a bullying manner and frequently spoke over meI am sorry that he mixed common courtesy, the kind he was not able to display, as a satisfied customer
Further, part of their service is to provide free service calls when there are questions or concerns about the lawnSaying now that I cannot be satisfied because over the course of seasons I utilized this service is hardly fairIn the season, I did utilized this free service times which is not even the issue at handThe issue is that Green Envy KILLED a large portion of my yard
Again, the Production Manager applied selective weed control to my lawn admittedly knowing it would KILL the areas he did this and he did so without my prior knowledge or consentDuring my conversation with him, I stated I cannot believe you did this without talking with me firstThe office manager said you would look and then CALL me to discuss thisNot that you would come over and KILL off my lawn without my consentFurther, prior to and after my conversation with ***, they sent an untrained and unqualified technician to service my lawn causing additional damage following my conversation with ***I requested that someone with more experience service my lawnThat never happened
Again, I remind you that the proximal issue here is not the number of service callsRather the issue at hand is the damage that Green Envy representatives caused to my lawn effectively KILLING large portions of my front yardIn order to repair the damage done by Green Envy representatives it too nearly lbs of seed and the water to grow the seedThis was a total cost of $that I am requesting reimbursement forAgain, the SMALL bag they dropped off was not even lbs and did not provide coverage for all of the places Green Envy damaged
I continue to receive emails and USPS mail from Green Envy even as recent as this past weekend requesting payment for the recent service that did even more damage to my yardThey continue to refuse to call me back, view the evidence of the damage *** caused, or even return emailsFurther, I cannot even log into my on line account to verify that their allegations of providing me with a credit as they have disabled my account
My request is a refund of my last service AND $to reimburse me for the material that I had to purchase to correct the lawn Green Envy KILLED without my consent or permission

Initial Business Response /* (1000, 7, 2015/09/15) */
On 5/13/at 12:pm our office staff recorded a conversatation while confirming Mr***'s new accountHe was made aware that he was being set up for visits in for $per visitMr*** responded, "Okay"He stated that he
wanted to "pay as I go so I can see results"The office person replied, "There is no contract, we just ask if we're doing a good job you will stick with us." She furthermore let him know, "our service is guaranteed, if after two weeks of any visit you are not seeing results just please give us a callWe will come out at no charge." Also the office person let Mr*** know, "we are here from 9am-9pm for our customers, and your service will automatically renew unless you notify us otherwise."
We performed the first visit on 5/19/On 6/9/2:37PM a call was placed to Mr*** to make sure he had the invoice since no payment had been madeHe said he would put a check in the mail and requested a service call for weedsThe balance of $was paid for on 6/15/
On 6/11/we performed a free service call, as requested by Mr*** to spray weeds in the lawn
We performed the second visit on 6/20/On 6/29/Mr*** called to the office and stated he received another invoiceMr*** said he would call when he wants more
On 7/21/at 4:43PM an office employee called Mr*** about the $open balanceHe refused to payThe office person tried to let Mr*** listen to the recorded audit but he refused and told the employee he is not paying for anything
On 7/28/Mr***'s account was closed and turned over to a collection agency on 8/12/after non- payment for work performed on his property at *** *** ***

We have removed all contact options (phone numbers(s) and email(s) for this former customerWe have also ensured that the old account has been flagged as a "do not call" on both state and national levels

We never want to do work on a property that is unwantedWe do have procedures in place to avoid such instancesOn a recorded message 5/10/at 2:pm Mr *** agreed and acknowledged that "services were continuous from year to year unless notified otherwise"This
same wording was on his welcome letter mailed to his address on 5/11/The exact same wording is located on all invoices left on his property after completed visitsI hope the customer can appreciate, even with round the clock calling we can only reach 80% of our customer base for approval (which is not required)It would also cause more expense that would have to be passed along to the customers - we are trying to keep our prices downOur service is no different than cell phones, TV services, electric, and other types of services. The account was not sent to collections until days after the first bill of 2017was left Phone Messages were left on 3/3/@ 1:35pm, 3/28/@ 7:04pm, 3/30/@9:27am, 4/8/17@ 10:58am, 4/18/@ 4:07pm, 4/19/@ 2:10pm, 4/24/@ 8:02pm, 4/25/@ 1:50pm, 5/1/@ 9:02am in an attempt to resolve the situation Emails were sent on 3/24/@ 1:39pm, 4/3/@ 7:10pm, 4/10/@ 2:03pm,4/21/@ 5:21pm in an attempt to resolve the situation We made more than enough attempt to resolve this issue. The collection notice received at their home was simply because it had been mailed before the payment was made

I have personally spoken to the customer and resolved the complaint

Our records indicate we did only the six visits agreed to on this property in They were performed on 4/23, 5/25, 6/20, 7/12, 8/& 10/12/We have no record of the alleged note sent to us to cancel our service, or we would have not showed up in However the customer does
remember the representative he spoke to and we have credited the account and have removed any contact info as requested

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]

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@greenenvylawns.com
Mr. [redacted] was contacted by our office on 8-12-15, as he stated. He agreed to 4 more lawn care visits and a free lime visit ($88.00 Value)...

for 2015 . This conversation was recorded for quality assurance.
On 8-19-15 we performed a regular lawn care visit of fertilizer, broadleaf weed control for $40 We also applied nutsedge control ($40.00 Value) at no additional cost.
On 8-31, after a request from Mr. [redacted], we set up a free service call to spray some lingering weeds and to re-spray the nutsedge in the back.
On 9-2 we performed another free service call to address the weeds and the nutsedge. We also performed the approved free Lime visit.
That same day (9-2-15) Mr. [redacted] called our office and spoke to the office manager at 5:25 PM. He was cursing, saying he never approved the lime (the approval is recorded). The office manager agreed to blow off the driveway of the all natural product. Mr. [redacted] said "You have one hour, the clock is ticking" and hung up.
At 5:52 PM Mr. [redacted] called in again stating his concerns pregnant wife and kids being around the lime and how he did not agree to it. (The same lime he approved on a recording) We explained to Mr. [redacted] that his concerns were not warranted as the University of Missouri extension, recommends lime as for those customers who prefer to go organic. The office manager tried to come to a resolution with Mr. [redacted] and after more banter from the customer we explained after reviewing the account and noticing on 2/12/15 Mr. [redacted] demanded a reduced price and wanted to come and "confront" an employee, and on 5/6/15 Mr. [redacted] had hung up on two employees after trying to please him, we informed Mr. [redacted] we would not be sending an employee to his home due to safety reasons. Mr. [redacted] claimed he was not home, so we agreed to have an employee to continue to his home and simply blow off the drive and leave. He agreed.
At 6:16 PM our employee informed us that when he showed up to blow off any remaining lime from Mr. [redacted]'s driveway he was standing in the garage unloading what looked like hockey equipment from his vehicle. The employee said he was told by Mr. [redacted] to leave and to tell his manager to not step on his lawn ever again.
At 6:18 Mr. [redacted] called our office again and told our office employee that we "could try again some other time ". This conversation was also recorded. He claims we were THREE MINUTES LATE, so he sent the employee away. I show we were 8 minutes before Mr. [redacted]'s self imposed deadline.
After providing $168.00 worth of services (not including 2 free visits) since 8/12/15 to Mr. [redacted] property and only charging him $40 a refund is denied. We have also added Mr. [redacted]'s phone number to our internal "do not solicit" list.