Lawn Doctor of Warren

First and foremost [redacted] statement of my responses to his phone call are untrue. One of our policies when we have a person who is confrontational on the phone is to put that call on speaker phone. [redacted] was one of those calls. There were two other people in the office at the time of this...

call who can attest that what [redacted] is stating are lies. [redacted] was nasty, belligerent, and inappropriate from the time I picked up his call which caused me to put him on speaker phone. It is not our practice to maintain clients who are abusive. [redacted] could see from the confirmation email what the cost of his services would be for the 2018 season. I did tell [redacted] that I would refund his monies (I did not specify how those monies would be refunded as stated in his statement). I advised him to stop yelling at me as I was just doing my job! I did tell [redacted] that I would refund his money and close his account since he was unhappy with the pricing. I also did inform [redacted] that I would be hanging up. We here at Lawn Doctor are accustomed to having close relationships and open communication with our clients. We prefer not to do business with someone of [redacted] caliber as we pride ourselves on our quality of customer service and avoid abusive people. [redacted] was issued a full refund the day the abuse took place.

Complaint: [redacted]
I am rejecting this response because:Not surprisingly, Ms. L[redacted] has failed to address any of the issues I raised.  First, it is incontrovertible that the owner of Lawn Doctor (Eric) quoted me an annual price of $546.96.  Why?  Because my credit card was actually charged $546.96 that same day.  Only later that day was a second charge made to my credit card to "fix the mistake," according to Ms. L[redacted].Second, Ms. L[redacted]'s flippant attitude that she had the "right" to charge my credit card an additional amount without my consent also goes unanswered in her response.  She advised me that I would have to speak to Eric on the pricing.  It was only after I questioned her as to why she felt she was authorized to make this additional charge to my credit card that the conversation went south.  I did raise my voice to her because in this day and age of credit card data hacking, identity theft and outright fraud, she had no valid explanation for why she felt justified in "fixing this mistake."  As I tried to explain to her, there WAS no mistake.  The only mistake was her unauthorized charge to my credit card.  How this is acceptable behavior by ANY business is beyond me.Despite Ms. L[redacted]'s representations, Lawn Doctor's refund check only arrived at my house in yesterday's mail.  I have now been refunded the entire amount, so at least that issue has been resolved.Let me be clear about one thing - I was beyond satisfied with Lawn Doctor's actual performance at my residence last year.  My lawn looked amazing.  I received many compliments from neighbors who currently use [redacted]  I had an extremely pleasant and professional conversation with Eric on March 13th where we agreed to the terms, service and pricing for 2018.  The entire call lasted only a couple of minutes.  The guy is a true professional.  Everything went down hill after I received Ms. L[redacted]'s email advising me of the extra charges.  Even when I called her, I expected to hear an apology for the erroneous charge and a quick promise to fix it.  There is no point in debating our conversation any longer, but her representation of who got heated first and was abusive, etc., is completely erroneous.  All she had to do was pick up the phone, call me and explain that there may have been a "mistake" and suggest a way to fix the pricing.  Simply making an unauthorized charge to anyone's credit card is completely unacceptable.It is very disappointing that Ms. L[redacted] chose to completely ignore these two issues in her response, but I am not surprised.
Regards,
[redacted]