Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ We are sorry for the misunderstandingWe were under the impression that [redacted] wanted our services this seasonThe technician never conveyed that [redacted] wanted to cancel servicesThere was a note that [redacted] wanted to negotiate pricing for applications, our prices are negotiable after the first service has been completedBecause of this note we assumed [redacted] was expecting us to service his lawn throughout the seasonWe used a dry granular to fertilize the lawn, since granules do not break down until watered there is no chance of un-watered granules damaging a lawnWe will be sure to write off the balance due leaving a zero balance on the accountThe account has been marked as cancelled moving forwardWe are so sorry for this miscommunication Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I do not agree with everything said, the fact that there is no balance due makes me satisfiedI will never use Lawn Doctor againI am confused as to why they would think that if I turned away service once, it was ok to come back and service while I was away? The first thing they wanted to do was to negotiate for the one time service I didn't requestIt's an unethical business practice that I'm sure they repeat over and overI had referred business to them in the past, I will no longer do soBuyer's beware!
Initial Business Response /* (1000, 5, 2015/05/06) */
We will take care of the outstanding balanceThe balance due on the account is now $
PLEASE NOTE: continual services are standard practice in the green industryWe convey this through multiple calls and letters throughout the off season
This is far more than our competitors do to reach outOur renewal letter states "your property is scheduled for the following services for the season:" We also left messages stating that we will be out to do an application on this day, if you would like to reschedule please call us by 6am the day of the appointmentIf we don't hear from the homeowner we continue service as most customers realize that services are continual as stated in our lettersIt also says on all of our invoices that services are continualIt is up to the homeowner to call and cancel if they do not want a serviceIf the homeowner chooses to use another company they should know that this is standard practice and the next company will also operate under a continuing service agreementI suppose this was an oversight, but it seems it was not on our behalfWe did everything we could to communicate that we were coming out & these forms of communication were ignoredRegardless we will write off the amount that is due
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/30) */
We will resolve the outstanding balanceWe apologize for the misunderstandingThere is $due on the accountWe do our best to convey in the pre-pay letters that *** *** received that we plan on continuing servicesThe letter states
'your property is scheduled for the following services for the season:' Lawn Doctor operates under a continuing service agreement just like all other lawn care companies in the state of ColoradoThe outstanding invoice has been resolved & we hope that *** *** will be kind enough to return to Lawn Doctor as a customer if he needs any help with lawn or tree care services in the future
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response and their cooperationThank you *** ***
The GM [redacted] has already sent a gift card to [redacted] as a token of our gratitude for your patience and for bringing this issue to our attention & we would appreciate it if you would accept it. [redacted] also included his contact info in the letter he sent. You can also e-mail [redacted] if this issue ever happens again. Thank you so much for your patience in dealing with this problem.
[redacted], We are so sorry for this mistake. I will be sure to send out a manager to repair the downspout asap. Lawn Doctor guarantees all of our work by covering the cost of repairs or repairing the damage on our own. We will be happy to replace your downspout.
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, 2015/09/08) */
We will take care of the amount due on the account. It sounds like our automated calling system had an issue reaching the customer. We will be sure to take care of the outstanding balance. Sorry for the confusion. I made sure to cancel the...
account.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/02) */
The correspondence that [redacted] admittedly ignored explained that there were services scheduled for his property. We were unaware that he was unsatisfied with our lawn and tree care program & if he had called to discontinue services we...
would have cancelled the program immediately. We send out multiple letters throughout the off season stating "your property is scheduled for the following services:". Two days prior to his service we placed a call that said "we will be out on Wednesday for your tree and shrub application, if you have questions or need to reschedule your service please press 1" If there is no response to these letters or calls we do continue services from year to year as stated in our letter. This issue could have been avoided if [redacted] had listened to the call and let us know that he was not planning on using our services. It is unfortunate that all of our correspondence was ignored. We do our very best to reach out to customers to let them know that we will return each year.
Although [redacted] admitted to receiving all forms of correspondence, all of which state we plan on continuing services from year to year, we will write off the amount of $71.00 on his account. This will leave an amount due of $0.00
If customers are unhappy with services or wish to discontinue they must call and let us know. If there is no communication we do assume the customer is satisfied and wishes us to continue. If [redacted] chooses to use another lawn care service he will see that all green industry practices are seasonal and continual. We certainly didn't intentionally upset [redacted] or provide services that he didn't want, we simply expected some form of response to all of our attempts to reach out to him.
Initial Business Response /* (1000, 5, 2015/09/08) */
We are terribly sorry for this misunderstanding. We typically schedule services while we are in the neighborhood for logistic reasons. We will be sure to issue a refund of $162.12. [redacted] does not affect your credit score while...
in Tier 1. There will be no negative impact on the customers credit. We apologize for this inconvenience. It will take about 10 business days for the refund to be cleared.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/18/15, Lawn Doctor has not sent a refund check to me, as per their response. This is not resolved unless they honor their commitment for the refund. Thank you.
Final Business Response /* (4000, 9, 2015/09/21) */
This matter was originally brought to the attention of the Assistant General Manager 9-8-2015. After reviewing the account Lawn Doctor concluded that the services were done in error. At that time the [redacted] had already paid the invoices. The Assistant General Manager issued a refund to accounting. Unfortunately there is a process on that end of the business that takes 6-7 business days for a refund. A check was issued on 9-17-2015 Check [redacted] in the amount of $162.12 and put in the mail for delivery 9-21-2015. Lawn Doctor appreciates the patience and understanding from [redacted]. As a company Lawn Doctor apologizes. We look forward to a resolution in this matter, and will work toward making sure this never happens again.
Thank You
Lawn Doctor
Final Consumer Response /* (2000, 11, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund check received on October 1st.
Initial Business Response /* (1000, 5, 2015/04/15) */
We are sorry for the misunderstanding. We were under the impression that [redacted] wanted our services this season. The technician never conveyed that [redacted] wanted to cancel services. There was a note that [redacted] wanted to negotiate...
pricing for applications, our prices are negotiable after the first service has been completed. Because of this note we assumed [redacted] was expecting us to service his lawn throughout the 2015 season. We used a dry granular to fertilize the lawn, since granules do not break down until watered there is no chance of un-watered granules damaging a lawn. We will be sure to write off the balance due leaving a zero balance on the account. The account has been marked as cancelled moving forward. We are so sorry for this miscommunication.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I do not agree with everything said, the fact that there is no balance due makes me satisfied. I will never use Lawn Doctor again. I am confused as to why they would think that if I turned away service once, it was ok to come back and service while I was away? The first thing they wanted to do was to negotiate for the one time service I didn't request. It's an unethical business practice that I'm sure they repeat over and over. I had referred business to them in the past, I will no longer do so. Buyer's beware!
Hi [redacted],We're so sorry for the mix-up. Based on our records you overpaid on the account for an amount of $18.78 which was promptly refunded on 8/6/17. We will be sure to issue an additional refund of $25.00 as requested. We thank you for your patience in dealing with this issue. If there are any...
questions please call [redacted] and ask to speak with [redacted].
Initial Business Response / [redacted] (1000, 5, 2015/04/15) */ We are sorry for the misunderstandingWe were under the impression that [redacted] wanted our services this seasonThe technician never conveyed that [redacted] wanted to cancel servicesThere was a note that [redacted] wanted to negotiate pricing for applications, our prices are negotiable after the first service has been completedBecause of this note we assumed [redacted] was expecting us to service his lawn throughout the seasonWe used a dry granular to fertilize the lawn, since granules do not break down until watered there is no chance of un-watered granules damaging a lawnWe will be sure to write off the balance due leaving a zero balance on the accountThe account has been marked as cancelled moving forwardWe are so sorry for this miscommunication Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I do not agree with everything said, the fact that there is no balance due makes me satisfiedI will never use Lawn Doctor againI am confused as to why they would think that if I turned away service once, it was ok to come back and service while I was away? The first thing they wanted to do was to negotiate for the one time service I didn't requestIt's an unethical business practice that I'm sure they repeat over and overI had referred business to them in the past, I will no longer do soBuyer's beware!
Initial Business Response /* (1000, 5, 2015/05/06) */
We will take care of the outstanding balanceThe balance due on the account is now $
PLEASE NOTE: continual services are standard practice in the green industryWe convey this through multiple calls and letters throughout the off season
This is far more than our competitors do to reach outOur renewal letter states "your property is scheduled for the following services for the season:" We also left messages stating that we will be out to do an application on this day, if you would like to reschedule please call us by 6am the day of the appointmentIf we don't hear from the homeowner we continue service as most customers realize that services are continual as stated in our lettersIt also says on all of our invoices that services are continualIt is up to the homeowner to call and cancel if they do not want a serviceIf the homeowner chooses to use another company they should know that this is standard practice and the next company will also operate under a continuing service agreementI suppose this was an oversight, but it seems it was not on our behalfWe did everything we could to communicate that we were coming out & these forms of communication were ignoredRegardless we will write off the amount that is due
Initial Consumer Rebuttal /* (2000, 7, 2015/05/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/30) */
We will resolve the outstanding balanceWe apologize for the misunderstandingThere is $due on the accountWe do our best to convey in the pre-pay letters that *** *** received that we plan on continuing servicesThe letter states
'your property is scheduled for the following services for the season:' Lawn Doctor operates under a continuing service agreement just like all other lawn care companies in the state of ColoradoThe outstanding invoice has been resolved & we hope that *** *** will be kind enough to return to Lawn Doctor as a customer if he needs any help with lawn or tree care services in the future
Initial Consumer Rebuttal /* (2000, 7, 2015/05/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the quick response and their cooperationThank you *** ***
The GM [redacted] has already sent a gift card to [redacted] as a token of our gratitude for your patience and for bringing this issue to our attention & we would appreciate it if you would accept it. [redacted] also included his contact info in the letter he sent. You can also e-mail [redacted] if this issue ever happens again. Thank you so much for your patience in dealing with this problem.
[redacted], We are so sorry for this mistake. I will be sure to send out a manager to repair the downspout asap. Lawn Doctor guarantees all of our work by covering the cost of repairs or repairing the damage on our own. We will be happy to replace your downspout.
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, 2015/09/08) */
We will take care of the amount due on the account. It sounds like our automated calling system had an issue reaching the customer. We will be sure to take care of the outstanding balance. Sorry for the confusion. I made sure to cancel the...
account.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/02) */
The correspondence that [redacted] admittedly ignored explained that there were services scheduled for his property. We were unaware that he was unsatisfied with our lawn and tree care program & if he had called to discontinue services we...
would have cancelled the program immediately. We send out multiple letters throughout the off season stating "your property is scheduled for the following services:". Two days prior to his service we placed a call that said "we will be out on Wednesday for your tree and shrub application, if you have questions or need to reschedule your service please press 1" If there is no response to these letters or calls we do continue services from year to year as stated in our letter. This issue could have been avoided if [redacted] had listened to the call and let us know that he was not planning on using our services. It is unfortunate that all of our correspondence was ignored. We do our very best to reach out to customers to let them know that we will return each year.
Although [redacted] admitted to receiving all forms of correspondence, all of which state we plan on continuing services from year to year, we will write off the amount of $71.00 on his account. This will leave an amount due of $0.00
If customers are unhappy with services or wish to discontinue they must call and let us know. If there is no communication we do assume the customer is satisfied and wishes us to continue. If [redacted] chooses to use another lawn care service he will see that all green industry practices are seasonal and continual. We certainly didn't intentionally upset [redacted] or provide services that he didn't want, we simply expected some form of response to all of our attempts to reach out to him.
Initial Business Response /* (1000, 5, 2015/09/08) */
We are terribly sorry for this misunderstanding. We typically schedule services while we are in the neighborhood for logistic reasons. We will be sure to issue a refund of $162.12. [redacted] does not affect your credit score while...
in Tier 1. There will be no negative impact on the customers credit. We apologize for this inconvenience. It will take about 10 business days for the refund to be cleared.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 9/18/15, Lawn Doctor has not sent a refund check to me, as per their response. This is not resolved unless they honor their commitment for the refund. Thank you.
Final Business Response /* (4000, 9, 2015/09/21) */
This matter was originally brought to the attention of the Assistant General Manager 9-8-2015. After reviewing the account Lawn Doctor concluded that the services were done in error. At that time the [redacted] had already paid the invoices. The Assistant General Manager issued a refund to accounting. Unfortunately there is a process on that end of the business that takes 6-7 business days for a refund. A check was issued on 9-17-2015 Check [redacted] in the amount of $162.12 and put in the mail for delivery 9-21-2015. Lawn Doctor appreciates the patience and understanding from [redacted]. As a company Lawn Doctor apologizes. We look forward to a resolution in this matter, and will work toward making sure this never happens again.
Thank You
Lawn Doctor
Final Consumer Response /* (2000, 11, 2015/10/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund check received on October 1st.
Initial Business Response /* (1000, 5, 2015/04/15) */
We are sorry for the misunderstanding. We were under the impression that [redacted] wanted our services this season. The technician never conveyed that [redacted] wanted to cancel services. There was a note that [redacted] wanted to negotiate...
pricing for applications, our prices are negotiable after the first service has been completed. Because of this note we assumed [redacted] was expecting us to service his lawn throughout the 2015 season. We used a dry granular to fertilize the lawn, since granules do not break down until watered there is no chance of un-watered granules damaging a lawn. We will be sure to write off the balance due leaving a zero balance on the account. The account has been marked as cancelled moving forward. We are so sorry for this miscommunication.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I do not agree with everything said, the fact that there is no balance due makes me satisfied. I will never use Lawn Doctor again. I am confused as to why they would think that if I turned away service once, it was ok to come back and service while I was away? The first thing they wanted to do was to negotiate for the one time service I didn't request. It's an unethical business practice that I'm sure they repeat over and over. I had referred business to them in the past, I will no longer do so. Buyer's beware!
Hi [redacted],We're so sorry for the mix-up. Based on our records you overpaid on the account for an amount of $18.78 which was promptly refunded on 8/6/17. We will be sure to issue an additional refund of $25.00 as requested. We thank you for your patience in dealing with this issue. If there are any...
questions please call [redacted] and ask to speak with [redacted].