Living Water Lawn and Tree Care

Complaint: [redacted] I am rejecting this response because:I would like you to refund my money for the moss application Your company falsely sold me a product that didn't work In both of these calls you sent you can hear I am completely dissatisfied with the progress and in the first call she admits that they saw it wasn't working, but due to the time of year you couldn't do another treatment You didn't send the many other phone calls I made New moss is not my problem, and you're telling me that your company tries to dissuade customers from going through with the moss treatment is a bald face lie That's exactly why Living Water came out to my house in the first place to treat the moss I only did the fertilization because you up-sold me, and told me the moss control wouldn't be effective without it I would have never went with you company if you hadn't guaranteed me that this service worked like nothing else on the market Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I feel like the company misrepresented their ability to treat the moss that I had That flat out lied about this being new moss on my lawn You can look back at my complaint history and see that the original moss never receded or improved They told me that I needed to wait three weeks from application to see improvement The first time I called was three weeks after the initial application and was told at that time that I needed to give it more time to work I waited and called again They came out and did another treatment but it was still ineffective The original moss never receded at all This is not new moss we are talking about This is the original issue that I called them about last spring It is completely irrational to pay for a service that won't reduce the problem and then their defense is to say that "we got rid of the original moss what I have now is new moss" I'm asking the company to refund the price of the moss application of $plus tax because not only did the original moss never get any better but they refused to do anything to correct the issue or treat me like a paying customer They represented themselves as the leading expert in the area for moss treatment and as a result I ended up paying for services I didn't even want They completed misled me Sincerely, [redacted]

Copies of recorded calls have been emailed to Revdex.com since unable to upload to website

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

On 03/24/consumer requested estimate for lawn services and moss controlOn 03/24/consumer requested a application lawn program for fertilizer and weed control as well as a moss control application.The moss application was applied on 06/09/Here is the note that appears on the invoice for
customer information: "This application will kill any actively growing moss present in the lawn which will cause the moss to change color to orange, yellow or brown. The moss will then slowly begin to disappear over time, no raking is required. This application will not prevent new moss from encroaching into your lawn if the conditions that favor it are present."On 07/05/our technician was at property applying fertilizer and weed control to the lawn and made note for our office to setup a service call to retreat the moss control because he noticed some of the moss was not affected by the moss control applicationOn 07/11/our production manager reapplied the moss control to the lawnDuring that visit the manager noticed that the moss was new growth but still made the reapplication.On 08/11/consumer spoke with customer service about moss still being present in lawnOn 08/15/our technician and original sales representative for consumer spoke with consumer about the moss and weeds in curblinesIt was explained that the moss does come back because of the conditions present (i.eover watering, shaded areas)On 08/25/consumer spoke with customer service about mossIt was again explained that the moss present is new growthConsumer cancelled account and requested a refund of prepaid services not performed yetOn 09/08/consumer spoke with customer service to check on status of refund and requested that the moss application be refunded as wellIt was explained that there would be no refund of the moss application because the moss present is new growthConsumer requested to speak with production managerProduction manager spoke with consumer explaining that he was the technician that applied the 2nd application of moss control and that the moss present in the lawn was new growthConsumer acknowledged it was new growth but feels that he was advised that he would never have moss againProduction manager explained what makes favorable conditions for moss to grow and that the application applied is to control what is presentConsumer requested that refund still be made or he would be contacting the Revdex.com.No refund was issued because the application controlled moss that was presentConditions in the lawn were not changed which will continue to allow the moss to grow back

At no point was there ever mention of little tree frogs or milky blue substance on the house or porchWhen our tech was there to spray the consumer was presentThe tech sprayed trees and/or shrubs on the property for insect control and also sprayed the lawn with a liquid fertilizer and weed
control mixWe did not spray flowers or the houseBelow is an accounting for contact with consumer since requesting our services: On 05/26/consumer (mr) setup a lawn program (liquid fertilizer with weed control services for the lawn--we do not provide fertilizer to flowers), a tree insecticide for the trees/shrubs, and a sprinkler startup with adjustmentsOn 05/31/consumer was notified by phone that lawn and tree/shrub services were being performed the following dayOn 06/01/our spray tech spoke with consumer (mrs) at property and applied the lawn service and tree service requestedConsumer (mrs) asked the spray tech to find out when the sprinkler tech would be there as she was expecting that they would be there the same dayThe spray tech called the office then advised consumer (mrs) that we would get sprinkler work scheduled ASAP and notify her a day before the sprinkler work was to be done06/02/consumer was notified that the sprinkler work was scheduled for the following day06/03/sprinkler tech arrived at propertyThe tech walked with consumer (mr) around the whole property while checking and adjusting sprinkler headsConsumer (mr asked mrs what she wanted done with sprinklers in the garden area and she said whatever tech thinks it needsTech checked and adjusted sprinklers in garden area too06/16/consumer (mrs) called because lawn was patchy and didn’t look good06/16/tech spoke with consumer (mrs) and advised that he would stop by when in the area 06/21/tech spoke with consumer (mrs) and found out that consumer was watering every days, Sunday, Tuesday and ThursdayConsumer advised tech that there would be no clients on June 23rd, 26th and 27thTech advised consumer that the lawn had melt-out fungus 06/26/tech looked and property, spoke with his supervisor about findings in lawnTech emailed consumer that he spoke with his supervisor and advised that they should be watering more often than every two daysRecommended that they should be getting at least half an inch of water at each stationTech also quoted the cost to apply a granular fertilizer to the lawn (consumer signed up for lawn program which is a premium liquid fertilizer with weed control mixed)Advised the consumer to call with any questions07/05/consumer was notified by phone that tech would be out 07/06/for scheduled lawn service07/05/consumer (mrs) called and spoke with customer serviceConsumer expressed concern that lawn was killedCustomer service advised that the tech notated that the lawn had melt out fungusExplained melt-out vs burnConsumer did not want the tech to go to property on 07/06/Instead requested tech go to property on 07/or 07/Consumer was advised that our scheduling wasn’t able to be by appointmentConsumer cancelled account with customer service rep07/14/consumer (mrs) called and spoke with customer service and stated that she would not be paying the bill because of lawn conditionCustomer service rep transferred call to head of accounts receivablesConsumer stated she would not be paying anything because of lawn conditionAR person explained again the melt out fungus but consumer did not want wish to hear the informationConsumer stated she would pay for the tree/shrub application but that would be itAR person reminded consumer of the total balance due and consumer stated that if our company pursues the balance any further she would sue the company and hung up08/01/we received payment for the tree application along with a noteShe had an arrow from the Sprinkler Turn On and noted "already turned on, not adjusted at all, dry spotsAs we discussed July 14, 2017, the spray you put on our yard absolutely fried the whole yardWe have gone through expense and time fixing what you did"08/01/account was sent to collections for remaining balance as we felt we would be unable to collect any balance due

Complaint: ***
I am rejecting this response because:I would like you to refund my money for the moss application. Your company falsely sold me a product that didn't work. In both of these calls you sent you can hear I am completely dissatisfied with the progress and in the first call she admits that they saw it wasn't working, but due to the time of year you couldn't do another treatment. You didn't send the many other phone calls I made. New moss is not my problem, and you're telling me that your company tries to dissuade customers from going through with the moss treatment is a bald face lie. That's exactly why Living Water came out to my house in the first place to treat the moss. I only did the fertilization because you up-sold me, and told me the moss control wouldn't be effective without it. I would have never went with you company if you hadn't guaranteed me that this service worked like nothing else on the market.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:I feel like the company misrepresented their ability to treat the moss that I had.  That flat out lied about this being new moss on my lawn.  You can look back at my complaint history and see that the original moss never receded or improved.  They told me that I needed to wait three weeks from application to see improvement.  The first time I called was three weeks after the initial application and was told at that time that I needed to give it more time to work.  I waited and called again.  They came out and did another treatment but it was still ineffective.  The original moss never receded at all.  This is not new moss we are talking about.  This is the original issue that I called them about last spring.  It is completely irrational to pay for a service that won't reduce the problem and then their defense is to say that "we got rid of the original moss what I have now is new moss".  I'm asking the company to refund the price of the moss application of $107.73 plus tax because not only did the original moss never get any better but they refused to do anything to correct the issue or treat me like a paying customer.  They represented themselves as the leading expert in the area for moss treatment and as a result I ended up paying for services I didn't even want.  They completed misled me.  
Sincerely,
[redacted]

Copies of recorded calls have been emailed to Revdex.com since unable to upload to website.

On 03/20/17 consumer called and spoke with a customer service representative. Consumer expressed unwillingness to pay for tree application that was done on 03/16/17 and would not continue with services unless we offer a lower rate. Consumer was informed that the services were already receiving a 10%...

discount and the prepay offer was expired therefore we would be unable to give an additional price reduction. Consumer stated he would contest the bill if lower rate was not given. Conversation escalated and was transferred to Head of Accounts Receivable. Consumer expressed to Accounts Receivable person that he was not aware of auto renew policy. It was explained that auto renew notice is stated on all invoices, letters, statements, prepay letter, estimates and newsletter. Consumer’s service also auto renewed the previous year. Consumer stated that payment would be made if additional discounts were given including the prepay discount and requested to pay it in 3 payments. Consumer advised that the prepay discount offer was expired. Consumer stated that payment would be made but a dispute would be made since company would not offer additional discounts. Consumer’s balance was adjusted off account and services cancelled as requested.

Review: I contacted the above listed lawn service earlier this month. I was interested in a sprinkler blowout and aeration. I received an estimate of $49.95 for the blowout. I was not given an appointment time for this service to be provided and was told the company would call me at a later date to schedule a date and time.

After a couple of weeks and no phone call, my brother said he would come over and blow the sprinklers out. My brother came with his air compressor and did blow out the sprinkler system. He did it three different times to make sure all the water was out. The last time there was nothing but air coming out of the system. Also, my nephew was with his Dad and witnessed the process, as well as the owner of the home next door. He was outside, working on his rental home, and asked my brother if he needed any help getting the air compressor out of the trailer.

Yesterday, 10/28/14, I discovered a "bill" from Living Water & Tree Care left on my front door. The bill stated service was provided at 9:32 am and "winterized my sprinkler system" and charged me $54.30. I contacted the company yesterday, as soon as I discovered the "bill" and reported what I indicated above to the woman who answered the phone. She said she would try to contact the technician who left the bill. She was unsuccessful and said she would follow up with a call to me today.

I just got off the phone with the above mentioned woman. She said her technician said "there was water running out of the pipes" and "surely my pipes would have froze this winter." I responded by telling her:

1) I did not confirm the "voice mail" they left on my phone the day prior to the technician "winterizing my sprinkler system". I did not, in any manner, give them permission to complete this service, nor did I need or want it.

2) I did not sign a contract. All I received was a "service estimate". (She did respond by saying landscaping companies do not require signed contracts, but the day before the woman I spoke with said I had "signed a contract".....not sure if this was the same woman I spoke to this am.)

3) I was witness to my brother blowing the sprinkler system out and there was absolutely nothing but AIR coming out of the system when he completed the task.

4) I was in my basement at 9:32 am working out on the day of "service", 10/28/14. My curtain was open and I did not see anyone in my back yard, nor did I hear the LOUD industrial air compressor he supposedly used, nor a ring on my doorbell indicating he was there.

After hearing the above, the woman went on to state that they would send the bill to collections. She was also kind enough to tell me the man could be verified as being at my address, as they have "GPS" on the service vans. Oh really??? I would imagine he did come to my address as he did leave a bill on my front door. She also said "he wouldn't have charged anything had there been no water coming out." I am retired, on a fixed income and I have PERFECT credit. I believe the company took it upon themselves to come to my home to "provide services" that I did not confirm I needed or wanted. I also believe the technician, who "heroically saved my pipes from freezing and catastrophic disaster" was less than honest, as there was NO WATER coming out of the sprinkler pipes when my brother completed the blowout, nor did I see the serviceman in my back yard, that I would have definitely observed from my basement window, when working out at the time the "service" was completed, hear his compressor or hear him ring my doorbell. And as far as the "Commit your work to the Lord & it will succeed - Proverbs 16.3" printed on their service estimate...........what a sad, sorry scam......."bully and scammer" would be more accurate verbiage for my unfortunate incident.Desired Settlement: I am retired and on a fixed income. The $54.30 will not reduce me to bankruptcy, nor do I want my perfect credit tarnished, or to lastly, have to pay for services I did not need, approve or receive. I would like to pass along my misfortune where hopefully, it won't happen to other unsuspecting people. I am hopeful you can help me with this frustrating dilemma. Thank you in advance for your help. As you will note, I did cc the Revdex.com and will also file a complaint with them as well. Additionally, I will write a review on the "Living Water Lawn & Tree Care" web site.

Business

Response:

On 10/13/14 in the afternoon the consumer called in to setup a sprinkler blowout and request and estimate of other services. Our head of customer service setup for the sprinkler blowout to be scheduled and setup for our service representative to get the property measurements. The consumer talked with our service representative shortly after her initial call and she setup 2015 services of 3 lawn applications and an aeration. The consumers account was setup as a Call Ahead which means we will call the afternoon before services are to be done.

Review: I paid for 3 lawncare services upfront last year. I have a very large yard and these services were discounted last year by 50% if I paid in full, which I did. This year they put me on a revolving account (without me asking) and came out twice without my permission. Then charged me and now have sent me to collections. The offered to discount the services again to 50%, but I don't need their servies this year and do not feel like I owe them for servies that I did not request.Desired Settlement: need to remove charges and take me out of collections

Business

Response:

All of our invoices, prepay letters, newsletters and monthly statements state: For your convenience, SERVICE CONTINUES FROM SEASON TO SEASON. For a change in service please call our office.

Review: Our issues begin in the Spring. I have 2 young men come to my home and VERY rapidly change out some heads and "fix" 2 valves. These men leave and I'm given a bill of $315 for sprinkler turn on, THEN a bill for $294 for the Sprinkler "Repair" (Which come to find out later didn't really happen). This repair included the labor, repair of 2 valves - $60, 3 heads (large)-$90 and 1 head (small)-$25. While I am floored by the cost, I assume everything is in working order, which I would be paying the company to make sure of, so I am prepared to write the check after the coming payday. After about a week I notice that my lawn is browning. My sprinklers are set to come on in the evening so I am usually in bed before they come on. I initially presume the times need to be increased on the settings. I, therefore, up the times on each of the zones. After another week I notice the lawn is still browning now basically dead. I commence going through each zone to up the times and check them out myself (which I thought I was paying someone else to do). I find that SIX of my zones aren't coming on at all. I attempt to contact Living Water by first leaving a message and next emailing via the website. I get NO response for over a month about this issue. I finally call in a private sprinkler guy who spends a couple hours meticulously going through everything and replacing the six valves. He found that many of the electrical wires were not hooked up correctly or AT ALL. Some wires were just exposed in the valve box. His cost was $383. My husband has talked with a man at Living Water a couple of times about the issue and he has been told both times that, "He'll look into it, and get back to us." The first time, we waited and called back getting the same response and no resolution. The second time we waited but my husband decided we should just pay it and make sure to never use them again. I have been trying to gather the $600 but feel this is wrong since I had to pay someone else to do the work they want money for.Desired Settlement: I am having a real issue paying the 294.03 for the sprinkler repair since it wasn't really repaired and I had to hire someone else to come out and fix even more (with the incorrect wiring) then if they had done the job initially. I want either the 294.03 taken off the amount owing OR the 383.17 which was the additional cost for the other serviceman to correctly fix the problems.

Business

Response:

I have reviewed the account and left message for Mrs. [redacted] to inform her that I made the credit adjustment she has requested along with an additional credit adjustment since she will not be continuing the sprinkler program that she originally setup last year. I apologize that we had not resolved her concerns until now. We pride ourselves on providing excellent customer service and sadly we did not live up to it for the [redacted]s.

Consumer

Response:

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

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.

Regards,

Hired Living Water Lawn Care to do a fall insect control application on a large tree in our back yard. Huge mistake!!! They didn't notify us in person, by mail, text, email, or phone to tell us they would be out on a certain day to do the application. Since we had no idea they were coming to our house we were not at home when the tech arrived. In stead of trying to call us on our cell phone to ask permission to come on the property and do the application, he tried to jump the fence, since it was to high he forced an "OLD" gate open damaging both the wooden parts and a latch. By doing so he made it possible for our 2 small dogs to get out and be lost or injured. In addition since the 2 small dogs are allowed to go outside through a doggy door, they are curious and probably watched or smelled what this stranger was doing in their back yard. He was applying a VERY DANGEROUS TOXIC chemical to the ground at the base of our large tree. Either dog could have been poisoned by the insecticide he just put on the ground. When we complained we were told that we were probably not the kind of customers they needed. IN ADDITION - he told us that their company motto is ;
"Company first, customer second and customer satisfaction third" W H A T??? BE VERY VERY CAREFUL BEFORE YOU DO BUSINESS WITH THESE PEOPLE.
by THE WAY THEY WOULDN'T FIX THE GATE AFTER THEY BROKE IT!!

Review: I contracted with Living Water from April to Sept 2014. During that time, they serviced my yard with weed and fertizlier products, as well as core aeration per their recommendation. Beginning in June, I began to notice weeds were not disappearing and there was no change in my yard from the services. I called, and they came out and "sprayed" again. This caused no difference which resulted in me calling a 2nd time in July. again they said they would come out and "spray again". After the 2nd spray, there was no change and I sent an email and called them, which neither was returned.

My overall complaint: Their services did not provide any positive benefit to my yard, even after repeated attempts to "fix". I followed every recommendation they offered. This is the 2nd season I've used them and the result was the same. Their products are inferior and they do not honor their "satisfaction guaranteed" statement. Their technicians and staff have little accountability to ensure their customers are happy with their service.Desired Settlement: I would like a refund on my services for the 2014 year as I will have to invest at least that much this year to improve my lawn.

Business

Response:

Consumer requested fertilizer w/weed control applications and aeration services in May of 2011 and received all remaining services requested for that season. In 2012 consumer cancelled services after 1 fertilizer w/weed control application and an aeration were done. In 2013 consumer requested and received an estimate for an overseed program for the thinning lawn but did not setup or receive that service. In 2014 consumer requested fertilizer w/weed control applications and an aeration. Consumer did not setup the overseed program as quoted in the fall of the the previous season. Consumer called 34 days after the 2nd fertilizer w/weed control application was done regarding weeds in the lawn and it was explained that we would get his next scheduled application done as soon as possible. The service technician applied the 3rd fertilizer w/weed control application and left a note to the consumer regarding proper watering and advised (and quoted) for the overseed program for the lawn. Consumer called 6 days after the 3rd fertilizer w/weed control application was done to request that the application of fertilizer w/weed control be at no charge to him. It was explained to consumer that it was time for the next scheduled application which is why there was a charge. The consumer called a day later to find out if the back yard had been being treated. The service technician called consumer and left a voice mail explaining that it had been treated but if there were no changes to the lawn in 2 weeks to call back so we could setup a retreat service call. Consumer emailed 3 months later to cancel the remaining service.

Review: I called for estimate for Lawn Sprinkler adjustment from Living Water Lawn and Tree Care in Spokane, WA last week. Over the phone, I was provided an estimate of $49.95 per hour (there was no mention as to how many people will provide labor) + parts and taxes. The company failed to provide any other details about the pricing. I signed up for the service of sprinkler adjustment. Upon completion of service (which took about half hour) I was provided a bill of $49.95 +taxes = $54.29 which I immediately called and paid off to the company. A few days later I received a revised bill of $133.70. When I called the company they informed that although it took less than an hour for service, but they sent out two people instead of one and thus they charged $49.95 X 2 for labor + a part that was replaced for $25 and taxes. I was not informed at the time of requesting an estimate that the service charge is $49.95 per hour "per person" (which the company later mentioned that, that was their rate and which should have been mentioned to me - but I was not provided this information when requesting an estimate, whatsoever). This is not a fair trade practice as the customer was not given full information about the correct service estimate. Had I been provided this information that the service charges is $49.95 per hour per person, I would have never signed-up for service from this company.Desired Settlement: The company to honor the estimate of $49.95 per hour + parts ($25) provided to me, and correct the final bill amount to = $49.95+$25 (parts) = $74.95+taxes (and I can pay the balance ($27.18) off.

Business

Response:

Our price for sprinkler repairs is $99.90 ($49.95 per man, per hour) plus parts and tax. We strive to do our best in communicating this with all customers that call in to inquire about the costs. Our goal is to provide the best possible service to our customers in all we do.

Living Water Lawn & Tree Care provides an excellent service. They are a knowledgeable and professional resource when it comes to caring for our lawn, trees and shrubs. The dependability that we've had with their delivery appointments is remarkable.