It is factual that our business practices ensure our clients confirm our services each season through renewal cards, verbal commitments, and always followed up by confirmation letters
TurfMasters took [redacted] on as a lawn care client on 4/28/ We initially rated the lawn a "5" overall on a scale of to - not very good We performed applications of various slow release fertilizers, pre-emergent crabgrass controls, broad leaf weed controls, surface insect controls, and a grub control These services were performed on 5/2, 6/17, and 8/ On the 8/service, we recommended aeration & overseeding with our Mid-Season Evaluation as the lawn had become thinner and patchy due to the historic drought we were going through Suffield still remains in a severe drought advisory as does approximately 70% of the state We also noted the lawn was very stressed out due to lack of any sort of moisture Our 8/fertilizer was a slow release, "non-burning" blend that helps the lawn recover when some moisture comes [redacted] called our office in late August stating he was very unhappy with our service and that we burned his lawn Upon that complaint, one of our Service Managers met [redacted] at his property on 8/ It was very obvious the lawn had not been watered as soil samples indicated an extremely dry, dusty soil We asked if he had watered and he stated "a little" When we showed him the evidence to the contrary (the extremely dry soil samples), [redacted] became very irate and said "we suck" and to get off of his lawn [redacted] was the aggressor here ending the conversation with a deplorable expletive - beginning with f and ending with you! [redacted] was totally unreasonable and very combative choosing to ignore the facts regarding the drought and excessive summer heat as they were being explained to him The lack of civility on [redacted] 's part is appalling Some basic turf grass agronomy recognizes that in periods of prolonged drought conditions like we experienced this season, can cause turf grass permanent injury (death) Cool season grasses, like we have here in Connecticut, need adequate moisture to survive the summer and recover naturally in the fall Without this, which occurred on [redacted] 's lawn, grass can reach its permanent wilting point This causes lawns to die We cannot water for [redacted] nor make it rain Having said all that, we still offered [redacted] an opportunity to get his lawn renovated at a reduced cost As a lawn care business, when we are dealing with living, breathing organisms (like turf grass), we can only control certain things - Mother Nature and homeowner cooperation (proper mowing & watering) are not among them It has been extremely difficult to deal with clients like [redacted] when they totally disregard weather conditions and are not willing to do their part The results we can deliver are largely impacted by what Mother Natures gives us to work with and the homeowners cooperation We only control one third of the result The other two thirds are out of our handsObviously, we greatly prefer a season that gets ample rainfall and cooler temperatures In summary, [redacted] 's account was cancelled in early September and we refunded him $for services not preformed as he was a prepaid client
Complaint: ***
What can I sayIt's their word vsmineI can only say they are not telling the truth in their statement.I want it on record that I had a horrible experience with TurfMasters that resulted in me having to reseed 90% of my lawn.
Sincerely,
*** ***
To Whom It May Concern:
This is in response to the complaint from *** ***
Mr*** and I had a conversation on June 18, 2015 and came to a compromised understanding that we would credit $and he would pay $toward the cost of the application. Both parties are in
agreement that this is an acceptable resolution to the complaint. Both parties confirmed this is a closed matter
Respectfully,
*** ***
Owner
Complaint: ***
I am rejecting this response because:I did not agree about any contract when they contacted on February, all I said was send me the prepayment option and I will check on itAt least they agreed that after sending the prepayment contract they have not received any response from meAren't you guys supposed to call the customer before you start the service if you have not received the payment or any response to make sure they still need that service? especially when there is enough time almost months I don't want free service from anybodyI will send the payment for the unauthorized service you have done, but in the future let your customers aware that sending out a payment option itself is a contract and even if you don't respond or send back any check you will go forward( and not on some fine prints !!!)
Sincerely,
*** ***
TurfMasters took [redacted] on as a lawn care client on 4/28/16. We initially rated the lawn a "5" overall on a scale of 1 to 10 - not very good. We performed 3 applications of various slow release fertilizers, pre-emergent crabgrass controls, broad leaf weed controls, surface insect...
controls, and a grub control. These services were performed on 5/2, 6/17, and 8/2. On the 8/2 service, we recommended aeration & overseeding with our Mid-Season Evaluation as the lawn had become thinner and patchy due to the historic drought we were going through. Suffield still remains in a severe drought advisory as does approximately 70% of the state. We also noted the lawn was very stressed out due to lack of any sort of moisture. Our 8/2 fertilizer was a slow release, "non-burning" blend that helps the lawn recover when some moisture comes. [redacted] called our office in late August stating he was very unhappy with our service and that we burned his lawn. Upon that complaint, one of our Service Managers met [redacted] at his property on 8/30. It was very obvious the lawn had not been watered as soil samples indicated an extremely dry, dusty soil. We asked if he had watered and he stated "a little". When we showed him the evidence to the contrary (the extremely dry soil samples), [redacted] became very irate and said "we suck" and to get off of his lawn. [redacted] was the aggressor here ending the conversation with a deplorable expletive - beginning with f and ending with you! [redacted] was totally unreasonable and very combative choosing to ignore the facts regarding the drought and excessive summer heat as they were being explained to him. The lack of civility on [redacted]'s part is appalling. Some basic turf grass agronomy recognizes that in periods of prolonged drought conditions like we experienced this season, can cause turf grass permanent injury (death). Cool season grasses, like we have here in Connecticut, need adequate moisture to survive the summer and recover naturally in the fall. Without this, which occurred on [redacted]'s lawn, grass can reach its permanent wilting point. This causes lawns to die. We cannot water for [redacted] nor make it rain. Having said all that, we still offered [redacted] an opportunity to get his lawn renovated at a reduced cost. As a lawn care business, when we are dealing with living, breathing organisms (like turf grass), we can only control certain things - Mother Nature and homeowner cooperation (proper mowing & watering) are not among them. It has been extremely difficult to deal with clients like [redacted] when they totally disregard weather conditions and are not willing to do their part. The results we can deliver are largely impacted by what Mother Natures gives us to work with and the homeowners cooperation. We only control one third of the result. The other two thirds are out of our hands. Obviously, we greatly prefer a season that gets ample rainfall and cooler temperatures. In summary, [redacted]'s account was cancelled in early September and we refunded him $70.83 for services not preformed as he was a prepaid client.
It is factual that our business practices ensure our clients confirm our services each season through renewal cards, verbal commitments, and always followed up by 2 confirmation letters.
Our Team Member Raymond P., had a verbal conversation with the complainant on or around February 23, 2017. At that time, the complainant verbally agreed to the same program as he received the previous season. As a follow up to this conversation, a written confirmation and prepayment...
opportunity was mailed. These letters outlined each of the services that would be performed on the property. The letters specifically state the services were approved and scheduled for the 2017 season and offered a 10% discount should they decide to prepay. In addition, it says there is nothing to sign or send back and choosing not to prepay does not terminate your service. Since we did not hear back from the complainant either by mail or phone, as promised, we applied the first Service Step on 4/14/17. On 4/18/17 the complainant left us a message on our voicemail system stating he never wanted our service. When we followed up with a phone call and explained our sales process, the complainant said he would mail in payment for the service provided. This complaint is surprising as there was already resolution to the situation. As stated previously, the complainant agreed to pay for the services rendered.
It is factual that our business practices ensure our clients confirm our services each season through renewal cards, verbal commitments, and always followed up by confirmation letters
TurfMasters took [redacted] on as a lawn care client on 4/28/ We initially rated the lawn a "5" overall on a scale of to - not very good We performed applications of various slow release fertilizers, pre-emergent crabgrass controls, broad leaf weed controls, surface insect controls, and a grub control These services were performed on 5/2, 6/17, and 8/ On the 8/service, we recommended aeration & overseeding with our Mid-Season Evaluation as the lawn had become thinner and patchy due to the historic drought we were going through Suffield still remains in a severe drought advisory as does approximately 70% of the state We also noted the lawn was very stressed out due to lack of any sort of moisture Our 8/fertilizer was a slow release, "non-burning" blend that helps the lawn recover when some moisture comes [redacted] called our office in late August stating he was very unhappy with our service and that we burned his lawn Upon that complaint, one of our Service Managers met [redacted] at his property on 8/ It was very obvious the lawn had not been watered as soil samples indicated an extremely dry, dusty soil We asked if he had watered and he stated "a little" When we showed him the evidence to the contrary (the extremely dry soil samples), [redacted] became very irate and said "we suck" and to get off of his lawn [redacted] was the aggressor here ending the conversation with a deplorable expletive - beginning with f and ending with you! [redacted] was totally unreasonable and very combative choosing to ignore the facts regarding the drought and excessive summer heat as they were being explained to him The lack of civility on [redacted] 's part is appalling Some basic turf grass agronomy recognizes that in periods of prolonged drought conditions like we experienced this season, can cause turf grass permanent injury (death) Cool season grasses, like we have here in Connecticut, need adequate moisture to survive the summer and recover naturally in the fall Without this, which occurred on [redacted] 's lawn, grass can reach its permanent wilting point This causes lawns to die We cannot water for [redacted] nor make it rain Having said all that, we still offered [redacted] an opportunity to get his lawn renovated at a reduced cost As a lawn care business, when we are dealing with living, breathing organisms (like turf grass), we can only control certain things - Mother Nature and homeowner cooperation (proper mowing & watering) are not among them It has been extremely difficult to deal with clients like [redacted] when they totally disregard weather conditions and are not willing to do their part The results we can deliver are largely impacted by what Mother Natures gives us to work with and the homeowners cooperation We only control one third of the result The other two thirds are out of our handsObviously, we greatly prefer a season that gets ample rainfall and cooler temperatures In summary, [redacted] 's account was cancelled in early September and we refunded him $for services not preformed as he was a prepaid client
Everything contained in our response to the complaint is 100% factual We do not lie or embellish Plain and simple
Complaint: ***
What can I sayIt's their word vsmineI can only say they are not telling the truth in their statement.I want it on record that I had a horrible experience with TurfMasters that resulted in me having to reseed 90% of my lawn.
Sincerely,
*** ***
To Whom It May Concern:
This is in response to the complaint from *** ***
Mr*** and I had a conversation on June 18, 2015 and came to a compromised understanding that we would credit $and he would pay $toward the cost of the application. Both parties are in
agreement that this is an acceptable resolution to the complaint. Both parties confirmed this is a closed matter
Respectfully,
*** ***
Owner
Complaint: ***
I am rejecting this response because:I did not agree about any contract when they contacted on February, all I said was send me the prepayment option and I will check on itAt least they agreed that after sending the prepayment contract they have not received any response from meAren't you guys supposed to call the customer before you start the service if you have not received the payment or any response to make sure they still need that service? especially when there is enough time almost months I don't want free service from anybodyI will send the payment for the unauthorized service you have done, but in the future let your customers aware that sending out a payment option itself is a contract and even if you don't respond or send back any check you will go forward( and not on some fine prints !!!)
Sincerely,
*** ***
TurfMasters took [redacted] on as a lawn care client on 4/28/16. We initially rated the lawn a "5" overall on a scale of 1 to 10 - not very good. We performed 3 applications of various slow release fertilizers, pre-emergent crabgrass controls, broad leaf weed controls, surface insect...
controls, and a grub control. These services were performed on 5/2, 6/17, and 8/2. On the 8/2 service, we recommended aeration & overseeding with our Mid-Season Evaluation as the lawn had become thinner and patchy due to the historic drought we were going through. Suffield still remains in a severe drought advisory as does approximately 70% of the state. We also noted the lawn was very stressed out due to lack of any sort of moisture. Our 8/2 fertilizer was a slow release, "non-burning" blend that helps the lawn recover when some moisture comes. [redacted] called our office in late August stating he was very unhappy with our service and that we burned his lawn. Upon that complaint, one of our Service Managers met [redacted] at his property on 8/30. It was very obvious the lawn had not been watered as soil samples indicated an extremely dry, dusty soil. We asked if he had watered and he stated "a little". When we showed him the evidence to the contrary (the extremely dry soil samples), [redacted] became very irate and said "we suck" and to get off of his lawn. [redacted] was the aggressor here ending the conversation with a deplorable expletive - beginning with f and ending with you! [redacted] was totally unreasonable and very combative choosing to ignore the facts regarding the drought and excessive summer heat as they were being explained to him. The lack of civility on [redacted]'s part is appalling. Some basic turf grass agronomy recognizes that in periods of prolonged drought conditions like we experienced this season, can cause turf grass permanent injury (death). Cool season grasses, like we have here in Connecticut, need adequate moisture to survive the summer and recover naturally in the fall. Without this, which occurred on [redacted]'s lawn, grass can reach its permanent wilting point. This causes lawns to die. We cannot water for [redacted] nor make it rain. Having said all that, we still offered [redacted] an opportunity to get his lawn renovated at a reduced cost. As a lawn care business, when we are dealing with living, breathing organisms (like turf grass), we can only control certain things - Mother Nature and homeowner cooperation (proper mowing & watering) are not among them. It has been extremely difficult to deal with clients like [redacted] when they totally disregard weather conditions and are not willing to do their part. The results we can deliver are largely impacted by what Mother Natures gives us to work with and the homeowners cooperation. We only control one third of the result. The other two thirds are out of our hands. Obviously, we greatly prefer a season that gets ample rainfall and cooler temperatures. In summary, [redacted]'s account was cancelled in early September and we refunded him $70.83 for services not preformed as he was a prepaid client.
Everything contained in our response to the complaint is 100% factual. We do not lie or embellish. Plain and simple.
It is factual that our business practices ensure our clients confirm our services each season through renewal cards, verbal commitments, and always followed up by 2 confirmation letters.
Our Team Member Raymond P., had a verbal conversation with the complainant on or around February 23, 2017. At that time, the complainant verbally agreed to the same program as he received the previous season. As a follow up to this conversation, a written confirmation and prepayment...
opportunity was mailed. These letters outlined each of the services that would be performed on the property. The letters specifically state the services were approved and scheduled for the 2017 season and offered a 10% discount should they decide to prepay. In addition, it says there is nothing to sign or send back and choosing not to prepay does not terminate your service. Since we did not hear back from the complainant either by mail or phone, as promised, we applied the first Service Step on 4/14/17. On 4/18/17 the complainant left us a message on our voicemail system stating he never wanted our service. When we followed up with a phone call and explained our sales process, the complainant said he would mail in payment for the service provided. This complaint is surprising as there was already resolution to the situation. As stated previously, the complainant agreed to pay for the services rendered.