Highpoint Lawn Service

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ To whom it may concern: This letter is a rebuttal to the accusation of Highpoint Lawn Service performing a unauthorized application to property of [redacted] located at [redacted] [redacted] , originally signed a Lawn Service Agreement Contract on March 10, for lawn applications, plus a Surface Insect Control ApplicationOur Lawn Service Agreement is an auto renewal contract from year to year, unless the customer decides to cancel in writing or verbally requests to cancelOTHERWISE WE continue service from year to year [redacted] verbally agreed to service for season We performed the early spring visit on her property on April 8, On May 22, [redacted] called to cancel service for the remainder of applications for season of Which we promptly cancelled on May 22, We wished her the best and told her to contact us for any future services October 5, [redacted] contacted Rick about re-starting servicesAt that time we had a promotion of free Fall visit for returning customersThis incentive was for a free treatment with the customer being committed to a full season in [redacted] verbally agreed to this and we resumed her previous contract for lawn applications, plus a Surface Insect Control to be applied for the season October 16th [redacted] received her FREE FALL VISIT as promised for resuming services with usThe invoice reflected No Charge March 31, we started our Early Spring Visit on her propertyPayment was received for this serviceOur Late Spring Visit and Surface Insect Control were both applied to her property on May 10th AT NO TIME, DATE, OR IN WRITING WERE WE NOTIFIED OF ANY CHANGE OF SERVICE PRIOR TO our Late Spring Visit and Surface Insect Control being applied On May 27th our office received a call from [redacted] to cancel service due to moving, she sold her houseWe promptly cancelled service at this timeAt this time the applications made were justified as her contract stated and payment was to be made for services rendered On May 28th, we received a check for payment for the Late Spring Application ONLY and not the Surface Insect ControlThe statements she has been receiving are for service performed per her authorization and is ONLY for the Surface Insect Control which was due prior to her cancelling service and we are not billing her for the "Free promised Service"Not only did she breach her verbal agreement with Highpoint Lawn Service she owes for service performed before the account was cancelled In conclusion: Highpoint Lawn Service will expect payment in full for services rendered based on the above explanation and documentationThank you for your time Sincerely, Highpoint Lawn Service Rick C [redacted] 330-920- Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first would like to state I stand firm on my original complaintI further state I was a customer of Highpoint Lawn Service beginning in 2012.I always paid in full for any service they did to my lawnWhen I meet face to face with salesman Mr.C [redacted] , as I said before, I informed him I was stopping the service because my home was for saleThis being understood, he offered a free treatmentHe offered the free treatment in hopes my house didn't sell, and I would continue to need their serviceNever was any agreement made to keep their service, in conjunction with the free treatmentNO agreement, written or verbal.The verbal agreements that Mr.C [redacted] speaks of , seem to benefit him onlyIt was understood that I no longer wanted service because my home was for sale, let alone any extras (i.esurface insect control.) I already had a potential buyerI also contacted their office number to inform them of this tooI offered to forward their information on to the new ownersEven after that "free" treatment,Highpoint Lawn Service returned to my home to do another treatmentI was home at the time, the service was nearly done by the time I noticedI paid the man on the spot, for that service, even though the service was unwanted and cancelledI reiterated that my service was cancelled and no longer needed or wanted.I also called their office, againAt no time was any extra insect control mentionedMy home was SOLD! I had already lived 1&1/years out of state, when this bill comes alongAnd it keeps coming with interestI must say Highpoint Lawn Service did a beautiful job on my lawn, when the service was orderedWell they even did a nice job, when I didn't order itBut their customer service and integrity as a company is something that should really be looked intoAs I stated before payment of services I requested has never been an issue, however I have an issue with paying for services that were not agreed upon or requestedThanking you in advance for your anticipated cooperation Sincerely, [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/24) */ Thank you for the quick responseWe are eager to get this resolved as it is NOT a reflection of how we operate our businessHighpoint WAS NEVER NOTIFIED THE HOUSE was ever for saleOur free application policy states that a free service can only be offered in accordance with a full program commitmentHighpoint would never authorize a free service and then the account cancel shortly afterWe usually offer a incentive free service for first time customers only but as a incentive for Ms [redacted] to return we offered her in good faith a free fall visitMs [redacted] should have made a phone call or sent something in writing that the house sold and NO further treatments were needed BEFORE we serviced the lawnThis was NOT done until after the late spring visit and surface insect were appliedIronically Ms [redacted] did pay for the late spring visit with check # on 6-2-$but omitted the surface insect control paymentBOTH OF THESE ARE BILLED ON ONE INVOICEThe balance owed is for the surface insect control- $-This was part of her program she committed toWe want to put this matter behind us and move onWe would accept the original amount due of $and omit the late charges being added each monthThank youRick C [redacted] Final Consumer Response / [redacted] (4200, 11, 2016/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before, I, as a pay-in-full customer, did pay for the unwanted service received that dayAs previously stated Highpoint Lawn Service arrived at my home, unknown to me until the service was nearly complete, at which time I paid in full for the unwanted serviceAs I felt this was the right thing to doAlso at this time as previously stated I informed them not to return, as service was no longer needed, I also made a point to call and inform the office staffAt which time the yard was treated, there was a visibly large FOR SALE sign in the yard, the same area the company treatedAlso, as previously stated the free service was offered because MrC [redacted] anticipated our return as customers if the home remained oursAs far as any commitment made with Highpoint Lawn Service, I was never given any paperwork stating the cancellation policy or that any written notice needed to be givenOn several occasions I spoke directly to MrC [redacted] and felt as though he understood the situationAgain, why the free service was offeredAs stated previously I paid in full for a service not requested, once before, I do not plan on repeatingI also find if hard to believe a bill would go unpaid for a year or more without any communication directly to the customerHighpoint Lawn Service is a reputable company, but I believe the discrepancy may be with MrC [redacted] and his billing department, as they may be unaware I was receiving a free service, offered directly by MrC [redacted] Thank you in advance for your anticipated cooperation [redacted] ***

Dear [redacted] : I’m responding to the complaint submitted on 04/19/ Complaint number [redacted] Highpoint Lawn Service Never wants to cause grief to anyoneWe want to have a relationship where both parties are happy to work together, therefore we will write off the balance for the application in question and permanently cancel Mr [redacted] account with usWe will never service his account againBelow you will find the facts of the complaint and have a better understanding to how we operate and why thousands of home owners continue to use our service year after yearMr [redacted] Claims that he did not know what he wanted to do for the season and we just showed up and serviced his lawn without his knowledge We at Highpoint Lawn Service go to great lengths to make sure all our customers have a clear understanding of what to expect from us, especially before a new season beginsAt the end of our season we send a reminder letter to all of our customers clearly stating: Thank You for your past business and we have you scheduled for the up and coming season and if you would like to make changes or discontinue next year’s service please let us know otherwise we will see you in the springThis letter usually goes out near the end of NovemberThen our staff spends all December, January, and February calling all our customer and Personally thanking them for their business and reminding them we will be out when the snow is gone sometime in MarchIn February, we again send another letter to all our customers stating the same thing as above and reminding them if they wish to discontinue or change anything please let us knowI’m sure you would agree that we go out of our way to communicate as much as possible with our customers to ensure that we are only servicing properties that wish to have our serviceLawn Care Companies all operate on a continuing service basis and we ask all our customer to sign the agreement clearly stating all the details of our service as well as we are a continuing service and will return to your property with your early spring treatment each year unless you cancel the service by written or oral noticeAfter pulling our paperwork and notes pertaining to Mr***’s property I have discovered that not only did he receive the two letters, one in November and one in February but we also spoke Mr [redacted] on December 16th at 3:pm and he noted he was Ok for now and will call if anything changesI also reviewed the invoice from our technician Matt D Matt wrote that he called the number on the account on 4-8-to let them know he was coming on Monday the 10th of AprilWhen he arrived at the [redacted] property he realized the lawn was too wet to perform the applicationMatt was going to be back in the area on the of April so he again called the night before and left another message that he’d be out tomorrow for the applicationOn Monday April 17th Mr [redacted] called and was upset that we did the application because he didn’t order itLilly explain to Mr [redacted] the steps we took and the documentation we have on file and that he needed to pay the bill for services renderedRob E [redacted] Highpoint Lawn Service [redacted] office [redacted] cell [redacted] fax

Dear *** ***: I’m responding to the complaint submitted on 12/15/2017 Complaint number ***Highpoint Lawn Service Never wants to cause grief to anyoneWe want to have a positive relationship where both parties are happy to work together, therefore we will refund the balance for the
application in question and permanently cancel Kim *** account with usWe will never service her lawn againBelow you will find the facts of the complaint and have a better understanding to how we operate and why thousands of home owners continue to use our service year after yearMrs*** claims that Highpoint Lawn Service Just showed up on our own and serviced the lawnShe also claims she immediately called to dispute the billThis is not trueWe didn’t hear from her until days after the treatment and all she did was yell and use profanityShe refused to listen to anything we tried to tell herPlease see the facts belowWe at Highpoint Lawn Service go to great lengths to make sure all our customers have a clear understanding of what to expect from us, especially before a new season beginsAt the end of our season we send a reminder letter to all our customers clearly stating: Thank You for your past business and we have you scheduled for the up and coming season and if you would like to make changes or discontinue next years’ service please let us know otherwise we will see you in the springThis letter usually goes out near the end of NovemberThen our staff spends all December, January, and February calling all our customer and Personally thanking them for their business and reminding them we will be out when the snow is gone sometime in MarchIn February, we send another letter to all our customers stating the same thing as above and reminding them if they wish to discontinue or change anything to please let us knowI’m sure you would agree that we go out of our way to communicate as much as possible with our customers to ensure that we are only servicing properties that wish to have our serviceLawn care companies all operate on a continual service basisHomeowners can cancel the service by written or oral notice at any timeAdditionally, we left her several messages on her cell phone and sent an email to her email address asking her to call us if she wished to discontinueWe heard nothing back from herThis all could have been avoided if Kim *** would have let us know that she didn’t want to use our service for the season Rob E*** Highpoint Lawn Service *** office *** cell *** fax

Initial Business Response /* (1000, 5, 2016/02/29) */
To whom it may concern:
This letter is a rebuttal to the accusation of Highpoint Lawn Service performing a unauthorized application to property of [redacted] located at [redacted].
[redacted] , originally...

signed a Lawn Service Agreement Contract on March 10, 2012 for 5 lawn applications, plus a Surface Insect Control Application. Our Lawn Service Agreement is an auto renewal contract from year to year, unless the customer decides to cancel in writing or verbally requests to cancel. OTHERWISE WE continue service from year to year. [redacted] verbally agreed to service for 2013 season.
We performed the early spring visit on her property on April 8, 2013. On May 22, 2013 [redacted] called to cancel service for the remainder of applications for season of 2013. Which we promptly cancelled on May 22, 2013. We wished her the best and told her to contact us for any future services.
October 5, 2013 [redacted] contacted Rick about re-starting services. At that time we had a promotion of free Fall visit for returning customers. This incentive was for a free treatment with the customer being committed to a full season in 2014. [redacted] verbally agreed to this and we resumed her previous contract for 5 lawn applications, plus a Surface Insect Control to be applied for the 2014 season.
October 16th 2013 [redacted] received her FREE FALL VISIT as promised for resuming services with us. The invoice reflected No Charge.
March 31, 2014 we started our Early Spring Visit on her property. Payment was received for this service. Our Late Spring Visit and Surface Insect Control were both applied to her property on May 10th 2014. AT NO TIME, DATE, OR IN WRITING WERE WE NOTIFIED OF ANY CHANGE OF SERVICE PRIOR TO our Late Spring Visit and Surface Insect Control being applied.
On May 27th 2014 our office received a call from [redacted] to cancel service due to moving, she sold her house. We promptly cancelled service at this time. At this time the applications made were justified as her contract stated and payment was to be made for services rendered.
On May 28th, 2014 we received a check for payment for the Late Spring Application ONLY and not the Surface Insect Control. The statements she has been receiving are for service performed per her authorization and is ONLY for the Surface Insect Control which was due prior to her cancelling service and we are not billing her for the "Free promised Service". Not only did she breach her verbal agreement with Highpoint Lawn Service she owes for service performed before the account was cancelled.
In conclusion: Highpoint Lawn Service will expect payment in full for services rendered based on the above explanation and documentation. Thank you for your time.
Sincerely,
Highpoint Lawn Service
Rick C[redacted]
330-920-4400
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first would like to state I stand firm on my original complaint. I further state I was a customer of Highpoint Lawn Service beginning in 2012.I always paid in full for any service they did to my lawn. When I meet face to face with salesman Mr.C[redacted], as I said before, I informed him I was stopping the service because my home was for sale. This being understood, he offered a free treatment. He offered the free treatment in hopes my house didn't sell, and I would continue to need their service. Never was any agreement made to keep their service, in conjunction with the free treatment. NO agreement, written or verbal.The verbal agreements that Mr.C[redacted] speaks of , seem to benefit him only. It was understood that I no longer wanted service because my home was for sale, let alone any extras (i.e. surface insect control.) I already had a potential buyer. I also contacted their office number to inform them of this too. I offered to forward their information on to the new owners. Even after that "free" treatment,Highpoint Lawn Service returned to my home to do another treatment. I was home at the time, the service was nearly done by the time I noticed. I paid the man on the spot, for that service, even though the service was unwanted and cancelled. I reiterated that my service was cancelled and no longer needed or wanted.I also called their office, again. At no time was any extra insect control mentioned. My home was SOLD! I had already lived 1&1/2 years out of state, when this bill comes along. And it keeps coming with interest. I must say Highpoint Lawn Service did a beautiful job on my lawn, when the service was ordered. Well they even did a nice job, when I didn't order it. But their customer service and integrity as a company is something that should really be looked into. As I stated before payment of services I requested has never been an issue, however I have an issue with paying for services that were not agreed upon or requested. Thanking you in advance for your anticipated cooperation.
Sincerely,
[redacted]
Final Business Response /* (4000, 9, 2016/03/24) */
Thank you for the quick response. We are eager to get this resolved as it is NOT a reflection of how we operate our business. Highpoint WAS NEVER NOTIFIED THE HOUSE was ever for sale. Our free application policy states that a free service can only be offered in accordance with a full program commitment. Highpoint would never authorize a free service and then the account cancel shortly after. We usually offer a incentive free service for first time customers only but as a incentive for Ms [redacted] to return we offered her in good faith a free fall visit. Ms. [redacted] should have made a phone call or sent something in writing that the house sold and NO further treatments were needed BEFORE we serviced the lawn. This was NOT done until after the late spring visit and surface insect were applied. Ironically Ms [redacted] did pay for the late spring visit with check # 1261 on 6-2-14 $114.00 but omitted the surface insect control payment. BOTH OF THESE ARE BILLED ON ONE INVOICE. The balance owed is for the surface insect control- $168.67 -This was part of her program she committed to. We want to put this matter behind us and move on. We would accept the original amount due of $168.67 and omit the late charges being added each month. Thank you. Rick C[redacted].
Final Consumer Response /* (4200, 11, 2016/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before, I, as a pay-in-full customer, did pay for the unwanted service received that day. As previously stated Highpoint Lawn Service arrived at my home, unknown to me until the service was nearly complete, at which time I paid in full for the unwanted service. As I felt this was the right thing to do. Also at this time as previously stated I informed them not to return, as service was no longer needed, I also made a point to call and inform the office staff. At which time the yard was treated, there was a visibly large FOR SALE sign in the yard, the same area the company treated. Also, as previously stated the free service was offered because Mr. C[redacted] anticipated our return as customers if the home remained ours. As far as any commitment made with Highpoint Lawn Service, I was never given any paperwork stating the cancellation policy or that any written notice needed to be given. On several occasions I spoke directly to Mr. C[redacted] and felt as though he understood the situation. Again, why the free service was offered. As stated previously I paid in full for a service not requested, once before, I do not plan on repeating. I also find if hard to believe a bill would go unpaid for a year or more without any communication directly to the customer. Highpoint Lawn Service is a reputable company, but I believe the discrepancy may be with Mr. C[redacted] and his billing department, as they may be unaware I was receiving a free service, offered directly by Mr. C[redacted]. Thank you in advance for your anticipated cooperation. [redacted]

Received at Revdex.com via email: Dear [redacted]:I’m responding to the complaint submitted on 05/08/2017.  Complaint number [redacted].Highpoint Lawn Service Never wants to cause grief to anyone. We want to have a positive relationship where both parties are happy to work together, therefore we...

will refund the balance for the application in question and permanently cancel [redacted] account with us. We will never service their account again. Below you will find the facts of the complaint and have a better understanding to how we operate and why thousands of home owners continue to use our service year after year.Mr. [redacted] claims that Highpoint Lawn Service Just showed up on our own and serviced the lawn.We at Highpoint Lawn Service go to great lengths to make sure all our customers have a clear understanding of what to expect from us, especially before a new season begins. At the end of our season we send a reminder letter to all our customers clearly stating: Thank You for your past business and we have you scheduled for the up and coming season and if you would like to make changes or discontinue next years’ service please let us know otherwise we will see you in the spring. This letter usually goes out near the end of November. Then our staff spends all December, January, and February calling all our customer and Personally thanking them for their business and reminding them we will be out when the snow is gone sometime in March. In February, we again send another letter to all our customers stating the same thing as above and reminding them if they wish to discontinue or change anything please let us know. I’m sure you would agree that we go out of our way to communicate as much as possible with our customers to ensure that we are only servicing properties that wish to have our service. Lawn Care Companies all operate on a continuing service basis and we ask all our customer to sign the agreement clearly stating all the details of our service as well as we are a continuing service and will return to your property with your early spring treatment each year unless you cancel the service by written or oral notice.This all could have been avoided if [redacted] or [redacted] would have let us know that they were going to use another service for the 2017 season. Rob E[redacted]Highpoint Lawn Service[redacted] office[redacted] cell[redacted] fax

Dear [redacted]: I’m responding to the complaint submitted on 04/19/2017.  Complaint number [redacted]. Highpoint Lawn Service Never wants to cause grief to anyone. We want to have a relationship where both parties are happy to work together, therefore we will write off the balance for the...

application in question and permanently cancel Mr. [redacted] account with us. We will never service his account again. Below you will find the facts of the complaint and have a better understanding to how we operate and why thousands of home owners continue to use our service year after year. Mr. [redacted] Claims that he did not know what he wanted to do for the 2017 season and we just showed up and serviced his lawn without his knowledge.  We at Highpoint Lawn Service go to great lengths to make sure all our customers have a clear understanding of what to expect from us, especially before a new season begins. At the end of our season we send a reminder letter to all of our customers clearly stating: Thank You for your past business and we have you scheduled for the up and coming season and if you would like to make changes or discontinue next year’s service please let us know otherwise we will see you in the spring. This letter usually goes out near the end of November. Then our staff spends all December, January, and February calling all our customer and Personally thanking them for their business and reminding them we will be out when the snow is gone sometime in March. In February, we again send another letter to all our customers stating the same thing as above and reminding them if they wish to discontinue or change anything please let us know. I’m sure you would agree that we go out of our way to communicate as much as possible with our customers to ensure that we are only servicing properties that wish to have our service. Lawn Care Companies all operate on a continuing service basis and we ask all our customer to sign the agreement clearly stating all the details of our service as well as we are a continuing service and will return to your property with your early spring treatment each year unless you cancel the service by written or oral notice. After pulling our paperwork and notes pertaining to Mr. [redacted]’s property I have discovered that not only did he receive the two letters, one in November and one in February but we also spoke Mr. [redacted] on December 16th at 3:25 pm and he noted he was Ok for now and will call if anything changes. I also reviewed the invoice from our technician Matt D.  Matt wrote that he called the number on the account on 4-8-2017 to let them know he was coming on Monday the 10th of April. When he arrived at the [redacted] property he realized the lawn was too wet to perform the application. Matt was going to be back in the area on the 14 of April so he again called the night before and left another message that he’d be out tomorrow for the application. On Monday April 17th Mr. [redacted] called and was upset that we did the application because he didn’t order it. Lilly explain to Mr. [redacted] the steps we took and the documentation we have on file and that he needed to pay the bill for services rendered. Rob E[redacted] Highpoint Lawn Service [redacted] office [redacted] cell [redacted] fax