Lawn Dr.

I think the best way to respond to this complaint is for me to give you a short history of Lawn Doctor's relationship with this customer and her husband
Mrsopened an account with us on May 23, at which time one of our owners noted that there were free
roaming chickens on the property
1) At our 2nd service performed on July 9, our technician noted that........."we sprayed Nutsedge grass at no charge (this is a service that is normally a billable service) and noted the lawn condition is DRY - NEEDS WATER"
2) At our 3rd service performed on August 6, our technician noted that........."we sprayed Nutsedge grass at no charge and noted the lawn condition as "DRY"
3) At our 4th service performed on September 12, our technician noted the lawn condition as
"BONE DRY"
4) At our 5th service performed on October 13, we noted the lawn condition as "SCALPED and we spoke to Mrregarding the condition of the lawn and lack of adequate water
If you know anything about lawn care, you know that lawns have to be watered regularly and this family was notified at least times in that the lawn was not receiving adequate irrigation and was in DROUGHT STRESS
Throughout our technician advised the office that he can't seem to make the customer happy and that we should consider closing the account
I personally attempted to contact the customer on four separate occasions between December and April because I was concerned that they may not continue the service in There was no response and I closed the account
On June 11, a sales person in our office reopened the account
On June 16, we performed the first service which included fertilizer and weed control.
On June 23, we received a call from Mrsindicating that our service was causing her lawn to turn brown
On June our technician visited the property and determined that there was drought stress in the front and backyard from lack of water. He stayed at the property for minutes knocking on the front door and ringing the bell. (Mrwas at home and simply refused to answer the doorWe do not know why.)
On June Mrscalled the office again and demanded that "someone in charge" visit the property to confirm what our technician had observedI told her that an owner would get back to her later in the afternoon when they return to the officeWithin a few hours Mrscalled back to ask why no one had called her (she apparently had not remembered the conversation from three hours before)*** returned the call and spoke with the husband telling him that the technician had made the proper diagnosis and that there was no reason for us to visit the lawn again
I would also like to note for the record that during this recent period our technician had to call the customer regarding his visit to the property and within a minute, when Mrdidn't like what he was hearing, Mrbegan to scream and was dropping F bombs and other choice words so loud that others in our office could hear the ranting and raving
The original cost of the annual service was $The only service we performed was at a cost of $I cut a refund check today payable to Mrs* *** *** for $which represents the difference between the pay in full amount and the cost of the first serviceLawn Doctor will not refund the cost of the first service
Simply stated Lawn Doctor service had nothing to do with the brown spots on the lawn
Please feel free to call me any time at *** and I will be happy to share any additional information that you may require

I am rejecting this response because:

Review: I ordered Lawn Doctor's lawn care service. When I ordered the service, I explained that my lawn was partially an established lawn and partially new sod. I also explained this to the technician [redacted] when he arrived to treat the lawn. [redacted] asked me how long had the sod been down and I told him one part had been down for six weeks and one part had been down for four weeks. He said that was good and he would apply the treatment to the entire yard. The next day after the treatment some of the sod began to turn brown. This browning continued to happen day after day in little and big spots for about three days. I called Lawn doctor to explain what was happening and they said they would send a technician out to examine the yard. They sent [redacted],the technician, out but unfortunately I was not home and the gate was locked. Even though the gate was locked [redacted], the technician, saw a couple of brown spots on the front lawn and he said the spots were that way because of drought stress. I spoke with [redacted] one of the owners of the company about returning to my property and examining the dead sod. [redacted] said that [redacted] already made his diagnosis and would not come back to look at the damaged/dead sod. I am very dissatisfied with Lawn Doctor's service. When they arrived my lawn was beautiful everywhere. Once they treated the lawn I have many brown spots and I now have to buy new sod to restore my lawn to its beautiful condition.Desired Settlement: Although I have cancelled the service and will not accept anymore lawn treatments from Lawn doctor, I want a refund of the first treatment that damaged my lawn. The refund is $66.

Business

Response:

I think the best way to respond to this complaint is for me to give you a short history of Lawn Doctor's relationship with this customer and her husband.

Mrs. opened an account with us on May 23, 2013 at which time one of our owners noted that there were free roaming chickens on the property.

1) At our 2nd service performed on July 9, 2013 our technician noted that........."we sprayed Nutsedge grass at no charge (this is a service that is normally a billable service) and noted the lawn condition is DRY - NEEDS WATER"

2) At our 3rd service performed on August 6, 2013 our technician noted that........."we sprayed Nutsedge grass at no charge and noted the lawn condition as "DRY".

3) At our 4th service performed on September 12, 2013 our technician noted the lawn condition as

"BONE DRY"

4) At our 5th service performed on October 13, 2013 we noted the lawn condition as "SCALPED and we spoke to Mr. regarding the condition of the lawn and lack of adequate water.

If you know anything about lawn care, you know that lawns have to be watered regularly and this family was notified at least 4 times in 2013 that the lawn was not receiving adequate irrigation and was in DROUGHT STRESS

Throughout 2013 our technician advised the office that he can't seem to make the customer happy and that we should consider closing the account.

I personally attempted to contact the customer on four separate occasions between December 2013 and April 2014 because I was concerned that they may not continue the service in 2014. There was no response and I closed the account.

On June 11, 2014 a sales person in our office reopened the account.

On June 16, 2014 we performed the first service which included fertilizer and weed control.

On June 23, 2014 we received a call from Mrs. indicating that our service was causing her lawn to turn brown.

On June 25 our technician visited the property and determined that there was drought stress in the front and backyard from lack of water. He stayed at the property for 10 minutes knocking on the front door and ringing the bell. (Mr. was at home and simply refused to answer the door. We do not know why.)

On June 30 Mrs. called the office again and demanded that "someone in charge" visit the property to confirm what our technician had observed. I told her that an owner would get back to her later in the afternoon when they return to the office. Within a few hours Mrs. called back to ask why no one had called her (she apparently had not remembered the conversation from three hours before). [redacted] returned the call and spoke with the husband telling him that the technician had made the proper diagnosis and that there was no reason for us to visit the lawn again.

I would also like to note for the record that during this recent period our technician had to call the customer regarding his visit to the property and within a minute, when Mr. didn't like what he was hearing, Mr. began to scream and was dropping F bombs and other choice words so loud that others in our office could hear the ranting and raving.

The original cost of the annual service was $339.25. The only service we performed was at a cost of $67.85. I cut a refund check today payable to Mrs[redacted] for $271.40 which represents the difference between the pay in full amount and the cost of the first service. Lawn Doctor will not refund the cost of the first service.

Simply stated Lawn Doctor service had nothing to do with the brown spots on the lawn.

Please feel free to call me any time at [redacted] and I will be happy to share any additional information that you may require.

Consumer

Response:

I am rejecting this response because: