Lawn Plus

In response to Mr. complaint, the first accusation that we mixed up the two properties is completely inaccurate. The *** property began services, requested by Mr., in 2019, whereas the second property he did not set up with us for services until 2020. The services completed at the *** property in 2019 initially included only a weed control (no fert) on the devil strip area on September 13, 2019 (customer called us on September 11), then the customer called back in and signed up for a fall broadleaf fertilizer and weed control treatment on the entire lawn that we then completed on September 18, 2019 (customer contacted our office on September 13). We completed a fall aeration and overseeding on the front yard and devil strip area at this property per his request on November 5, 2019 (customer contacted office on September 3). Mr. then called back shortly after we completed this service, on November 7, and stated that we missed some areas by the walls and around trees, so we went back out on November 18 and redid the core aeration and overseeding in these areas plus the entire front and devil strip areas for a second time, and this was completed for free at no additional charge to the customer.

In 2020, at the same property on ***, Mr. signed up for the 4 application Maintenance program, in which we completed the first application on April 1, the second application on June 2, and then 2 free service calls to respray weeds after the second application on June 9 (after call on June 3) and June 22 (after call to us on June 18), after the customer called in requesting we come back because he still had weed issues. In addition to the applications and service calls on this property this year, on April 1, Mr. called in about the seed not coming up from last fall and we did an assessment and looked at the condition of the lawn and spoke to the customer following this call on April 3. The customer spoke with our service manager and they came to the conclusion that the grass was in fact coming in from the fall aeration/overseeding.

Note: An aeration/overseeding will not see the same results as a fall slice seeding and the customer signed up for the aeration/overseeding (much lower in cost), where we only broadcast seed at 4 pounds per thousand square feet, which is meant to fill in small bare/thin areas fist size or smaller. If the customer would have signed up for a slice seeding, the results of this type of seeding are going to be a lot more noticeable since there is seed to soil contact and we are seeding at 10 pounds of grass seed per thousand square feet. Mr. seemed to be under the impression that a core aeration and overseed for $158 would give him the same results as a $1000 slice seeding.

Note: When making payments for the *** property, the customer left us NPS scores of 7 and 8 on April 25 and June 18, indicating his happiness with services on a scale of 0 through 10 with 10 being the highest level of happiness.

The customer added a second property on March 19, 2020, located at *** He signed up for the 4 application Maintenance program, in which we completed the first application on April 1 and the second application on June 2. We completed a free service call for weed issues on April 27 after the customer contacted us. Please note that the second application completed at this property on June 2 also has not been paid (balance $51.60), not even after we resprayed the entire lawn for free.

Even after the multiple free services that we completed to address the customer's concerns at both properties, he still contacted us on a regular daily basis with the same story, requesting additional free visits, as if he did not remember the conversation we had with him the day prior or the day before that. We made a decision that it was best to cancel services completely for this customer since it was clear that we could not make him happy no matter what we offered and no matter how many times we went back out for free services to address concerns and spray for weeds. All services that Mr. requested and paid for have been completed as agreed, plus all of the additional visits and services we completed for free. At this point, there is nothing else we are able to do on Mr. properties, but we would be happy to remove the balance of $51.60 on the *** property if that will settle the complaint.

*Please see all attached invoices and payment receipts for both properties.

Hello Mr.. As far as applying weed killer on your new seed from last fall's core aeration/overseeding, this is inaccurate and weed control was not applied to this area until well after the new seed had been established. We have been doing this for over 15 years and we are extremely knowledgeable on when to apply products to newly seeded areas and we are careful not to kill new seed. As such, we have no control over the weather and we cannot predict when it is going to rain, which is why we offer free service calls to come back and respray if weeds are not dying. Typically, weed control will dry quickly and rain later after the application will have no negative effect, but we still always back up our services and products with service calls. You know this well, because we had been back multiple times to respray for free after you were still having weed issues.

We also went back to your property and completed a free aeration and overseeding after your original fall aeration/overseeding because you were not happy with the results and expected immediate results. We backed up our service and completed it a second time for free. It is our understanding that you expected the results of a $1000+ slice seeding, instead of a $158 (+ tax) core aeration/overseeding that you had paid for. These services differ greatly.

Your expectations of a core aeration and overseeding were that of a slice-seeding and you did not pay for a slice seeding. Even if we were to offer a free "slice-seeding", a service that would cost well over $1000 (or well over the $158 + tax that was paid), we still would not be able to satisfy you because you would still not be able to see immediate results and would continue to call us daily for additional free services.

We visited one property 8 times, 4 visits paid and 4 services were free of charge. Your payment total was $361.21 for this property. On your second property you paid a total of $51.60 for the first application and we visited twice (totaling $103.20), leaving a balance of $51.60. We feel that the payments you made for the 10 services we completed are more than fair and we did our part to complete everything that was paid for, plus went above and beyond to address your concerns. It was evident that we were not able to satisfy you no matter what we offered and we decided to cancel your services because of this. We apologize for the inconvenience but we felt that it was best that our relationship with you as a customer ended and we no longer service your property.

Our offer still stands to credit the remaining balance on your account, but we are not able to perform any additional services for you.