Loyalty Lawn Care

Initial Business Response / [redacted] (1000, 5, 2014/10/27) */ We are finishing up our 17th season and have always worked as a continuous serviceWe worked for Mr [redacted] for two full seasons and did not do anything any different with the start of the seasonWe send out scheduled services letters the first part of November for the next year reminding customers if needed they can make changes to their program or cancel prior to us starting serviceWe have always followed the Missouri Attorney General's guidelines by having the wording that our "service continues from season to season and year to year with no contract to sign" and that you may cancel at any time printed on all of our invoices and paperworkMr [redacted] failed to cancel the service, we would never want to apply an application if it was not wanted but we would need to know that in advance

I am the office manager and I did speak to Mrs [redacted] for a very short period of time She did not mention anything about problems with the service last year, only that she called last year and talked to someone in the office to cancelI did tell Mrs that there are only three ladies in our office and that we never put anyone on hold so that we can give each customer the attention that they need and we are very thorough with notes We did not have a single note on her account since last March when she prepaid and then she hung up on meWe sent out a scheduled services letter the first of November to all of our customers showing what services we had them scheduled for and we did not hear back thenWe have been in business for years and have always followed the guidelines from the Missouri Attorney General’s Office and also the Revdex.com by having it printed every piece of paper left at a customers or potential customers home that the "Services continue from season to season, year to year with no contract to sign"I pride myself on our Company’s customer service and dispute that claim, in a world where you normally get a voice recorder we make sure we are there to answer and satisfy all questionsWe are willing to write half of the application price off if customer agrees to pay half to resolve this matter

Initial Business Response /* (1000, 6, 2015/08/07) */
We did a trace on this name and can't find them to be one of our customer's
Could you please check and see if they have a Registration number for us?
Or if they potentially had their move go under a diffent name?
Please advise
Laura *** ***
***

Initial Business Response /* (1000, 5, 2014/10/27) */
We are finishing up our 17th season and have always worked as a continuous service. We worked for Mr [redacted] for two full seasons and did not do anything any different with the start of the 2012 season. We send out scheduled services...

letters the first part of November for the next year reminding customers if needed they can make changes to their program or cancel prior to us starting service. We have always followed the Missouri Attorney General's guidelines by having the wording that our "service continues from season to season and year to year with no contract to sign" and that you may cancel at any time printed on all of our invoices and paperwork. Mr. [redacted] failed to cancel the service, we would never want to apply an application if it was not wanted but we would need to know that in advance.

Initial Business Response /* (1000, 5, 2015/09/24) */
[redacted]This shouldv'e gone through the Chicago Revdex.com, as both customer and this Berger location are in the Chicagoland area [redacted]
Customer was refunded $261 since we came in under the estimated time, that is not mentioned in the complaint. We loaded...

and delivered the day requested by the customer. Also the customer stated they could not receive the delivery before noon.
Since we loaded and delivered on the dates agreed to by the customer and we did the move quicker than planned we have already refunded $261. The $150 figure is an arbitrary number the customer has requested and is no way a figure that was agreed to pre or post move. This has been explained to the customer several times by at least 2 separate people.
As far as the coordination of the move. The move was completed and in fact our feedback from the crews were that the customer was happy with the move itself.
To resolve this if the customer can provide any documents where he is out of pocket $150 then we would be happy to resolve this. Again it seems to be an "inconvenience" fee not an actual out of pocket expense.
We look forward to a resolution to this matter.
Initial Consumer Rebuttal /* (3000, 15, 2015/09/29) */
The move was 4 hours late. There is no disputing that. Berger committed to a noon move in their contract and they showed up at 4pm after numerous calls by me to their office. I do not need to provide receipts of my other expenses. What I needed was an on-time move. What I needed was the promised move coordinator being available to do work related to my move. Unfortunately those things were contract commitments that Berger did not meet. The hours true-up of $261 provided due to hours under estimate is due to our family preparation pre-move, which significantly benefited move hours incurred. Berger owes me a credit in my opinion, I propose $150, I am open to a Berger proposal but it appears they do not wish to respond to their contract misses. As noted by Berger, actual movers were good, especially in light of their poor leadership team in the office, but of course, all work performed was 4 hours later than stated in contract.

When I talked with Mr [redacted] and let him know we had emailed the first statement that was returned we then sent two out by mail.  He told one of my office girls that we called him to let him know that he did not owe anything, we never make calls of that nature.  There was...

no late fee added and as I explained to Mr we set the account up just the way he requested as you can see from the forms I have attached, he has a pet and wanted a call prior to us coming out which we did the afternoon before we did the application.  We also left a 81/2 x 11 sign in the yard with an invoice on the door.  The invoice states that payment is due as service are performed and past due after 30 days. The estimate also states our payment policies. There was no late fee added ever though our policy is that we at a $10 late fee after 30 days.  Mr also told me he was not happy with results from the application, I went over policy about service calls that anytime in between treatments please call if the weeds are not dying out.  We never heard from Mr until he received the second statement and a phone call on 9-2-16 reminding him of the balance due.

I am the office manager and I did speak to Mrs [redacted] for a very short period of time.  She did not mention anything about problems with the service last year, only that she called last year and talked to someone in the office to cancel. I did tell Mrs that there are only three ladies in our...

office and that we never put anyone on hold so that we can give each customer the attention that they need and we are very thorough with notes.  We did not have a single note on her account since last March when she prepaid and then she hung up on me. We sent out a scheduled services letter the first of November to all of our customers showing what services we had them scheduled for and we did not hear back then. We have been in business for 19 years and have always followed the guidelines from the Missouri Attorney General’s Office and also the Revdex.com by having it printed every piece of paper left at a customers or potential customers home that the "Services continue from season to season, year to year with no contract to sign". I pride myself on our Company’s customer service and dispute that claim, in a world where you normally get a voice recorder we make sure we are there to answer and satisfy all questions. We are willing to write half of the application price off if customer agrees to pay half to resolve this matter.

When I talked with Mr [redacted] and let him know we had emailed the first statement that was returned we then sent two out by mail.  He told one of my office girls that we called him to let him know that he did not owe anything, we never make calls of that nature.  There was no late...

fee added and as I explained to Mr we set the account up just the way he requested as you can see from the forms I have attached, he has a pet and wanted a call prior to us coming out which we did the afternoon before we did the application.  We also left a 81/2 x 11 sign in the yard with an invoice on the door.  The invoice states that payment is due as service are performed and past due after 30 days. The estimate also states our payment policies. There was no late fee added ever though our policy is that we at a $10 late fee after 30 days.  Mr also told me he was not happy with results from the application, I went over policy about service calls that anytime in between treatments please call if the weeds are not dying out.  We never heard from Mr until he received the second statement and a phone call on 9-2-16 reminding him of the balance due.