Keyman Fertilization and Weed Control

Review: I have contracted with Keyman in past years and had positive results. This year, however, I did not elect to have my yard serviced (it simply does not need more fertilization) and did not respond to their winter mailing soliciting spring and summer business. In years past, I paid for services in advance in exchange for a discount.

My lawn was serviced without my authorization in April and May 2015. I began to think after the April service that I must have signed up for 2015 service and forgot that I had done it. Then, shortly after the May service, I received an invoice, which was the first invoice I had received this year.

I called Keyman and was told that when customers don't respond to their winter solicitation for summer service, they automatically renew customers for the next season anyway. I had no indication this was going to be done. I asked the woman I was speaking with what would happen if I had moved. She responded that sometimes that happens but customers are still auto-renewed and are responsible for payment.

I have had no indication that I signed any ongoing contract for lawn service, and would not do that anyway. The Keyman representative (I believe her name is Cami) did not tell me I had signed such a contract. She did say that "most" customers are happy to renew even if they don't return the contracts that are mailed during the winter.

I told Cami that I did not want Keyman to return to our property and that they had no authorization from me to service my lawn and bill me for a service I did not request.

Today I have received a second invoice for the April and May service, which, again, I did not authorize.

I paid the April invoice (dated May 15) in protest, which included a finance charge of $.13 for being late, but I never received an invoice before that, so I am not sure where the finance charge came from. I assume the invoice I received today still included April service because they had not received my check for the first service by the time the invoices were printed.

I do not wish to pay for the May service. I never authorized either service I received this year, and, frankly, should not have paid the first invoice but was afraid of being sent to collections. Now that I have received another invoice for more service I did not authorize, I do not plan to pay for this service.Desired Settlement: I do not intend to pay for the May service that I did not authorize. I paid the April service that I also had not authorize. There should not have been any misunderstanding. By not returning the 2015 contract, I was opting to not participate in lawn service for 2015. Thank you.

Business

Response:

Keyman Fertilization and Weed Control annually sends out renewal form packets during the off season for our customers to review. This includes a cover letter, the renewal form, updated pricing and additional services that customers have the option to sign up for. On the renewal form customers have the option to either prepay for their annual services, pay after each treatment or cancel their services. The cover letter states in the first paragraph and in big bold red letters "IF WE DO NOT HEAR BACK FROM

YOU, WE WILL ASSUME YOU WISH TO CONTINUE WITH YOUR SERVICE." Most of our customers return the renewal form so the proper action can be taken. Others call over the phone or send emails to communicate their wishes. Those that do not respond to the Renewal packet get contacted via telephone or email, if one is provided. If the customer does not answer the phone a voice mail is left communicating our policy. If we still have not heard from the customer our renewal policy goes into affect and treatments begin.In regards to the complaint, a message was left on February 25, 2015. When no response was received we proceeded to renew their services.We make every effort to contact our customers through the various communication mediums at our disposal to give the best customer service .In regards to a customer moving, Yes it happens, but if a customer has moved before we start treatment and we have not been properly notified, we do not hold them accountable for the payment of the first treatment. We may treat them in error due to lack of the proper information, that is all.Our procedures when a lawn has been treated follow the strict guidelines laid out by the EPA and State of Wisconsin. Each property that receives fertilization and weed control is properly flagged. This follows states regulations as well as letting a customer know we were there. Our paperwork gives the appropriate information of what was used and when it was done. It also includes the invoice for payment. These documents are left at the residence. When payment is not received after 30 days from the first initial treatment a statement is sent out. If payment is still not received after 15 days a 1.5% finance charge is charged on the account and another statement is sent. It states on the bottom of the invoice "A 1.5% charge will be added to invoices over 15 day.".Every effort has been made to communicate our policies and yet they have all be ignored by the complainant.It was only when a finance charge was incurred that any inquiries were made to the services we provided.

Business

Response:

Even though Mrs [redacted] made similar assumptions as to the cancelling of her account by her inactivity as Keyman made towards the renewing of her services by her inactivity, Keyman stands by the fact that we do everything we can to make our customers aware of our renewal polices. We will take no action against Mrs. [redacted]. The account has been inactivated and remaining moneys owed will not be sought after in any legal action. We feel this issue is resolved and the manner is closed.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.