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Mike's Lawn Maintenance

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Reviews Mike's Lawn Maintenance

Mike's Lawn Maintenance Reviews (3)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 The response provided by the company is inaccurate in so many ways.  When initially inquiring about service (based on a solicitation post card), I was NEVER told when invoices would be issued, that payment was expected within a day or two of when the invoices are emailed, or that I would be expected to pay for service in advance.  Additionally, I was not told that service would be disrupted if payment was not received within a day or two of when the invoice was emailed.  
When the representative finally returned my call on Friday, she immediately accused me of being a poor customer and told me that they have customers that do not pay all the time.  I was a new customer -- not a repeat customer that had not paid.  I questioned why she did not call prior to discontinuing service and she did not provide an answer but rather rudely continued to insult me.  I did get upset and indicated to her that I could not believe the way she was talking to me.  She continued to scream at me and I did use a curse word in the form of "you have got to be [redacted] kidding me" and told her that I was going to report her to the Revdex.com and then I discontinued the call!  I was not going to continue to allow her to speak to me in the manner at which the conversation was going.  The representative was not professional in any manner whatsoever!
I do not dispute that an email was sent with the invoice; however, the representative as stated in our phone conversation assumed that I would immediately open the email, write out a check for the service provided as well as the service expected to be provided on 04/29, and that I would proceed to put the payment in the mail.  The invoice dated 04/28 covering the period through 04/30 was obviously sent in advance of the expected 04/29 service that was to be performed.  I have a full time job and was not home when the 04/29 service was performed.  As stated to the representative, I was planning to give the check to Mike when service was provided on May 6.  Unfortunately, he never showed up on May 6 and no one from the company bothered to contact me to determine why they did not receive payment or to indicate that they would not be there on May 6.  They obviously had my email address and my telephone number.  As previously stated, I did contact the company several times and left 3 different voicemail messages inquiring about why they did not show up on Wednesday, and this included Wednesday.  Since the company did not return my call, there was no way for me to know that the service was interrupted and not discontinued.  I proceeded to hold the check because I honestly did not know if the company was still in business.  
The term "due on receipt" is stated on the invoice and that can be defined in many ways including as soon as possible.  My intent was to give it to Mike as soon as possible – on the next service date.  There is nothing indicating that service would be discontinued if payment was not received within a day or two.  There was no written or agreed upon contract stating that either.  The representative states that she tells all customers about her invoicing procedures.  I would suggest that she put it in writing and require the customers to sign a contract to ensure that what she thinks she tells them is accurate.  Again, a simple, but pleasant, phone call from the representative prior to the expected next service date is all that needed to happen.  
My complaint has nothing to do with the work performed – only how customer service was provided by the representative.  The check dated 05/04 (when I read the email) was put in the mail yesterday for payment of services performed through 04/30.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 
 The response provided by the company is inaccurate in so many ways.  When initially inquiring about service (based on a solicitation post card), I was NEVER told when invoices would be issued, that payment was expected within a day or two of when the invoices are emailed, or that I would be expected to pay for service in advance.  Additionally, I was not told that service would be disrupted if payment was not received within a day or two of when the invoice was emailed.  
When the representative finally returned my call on Friday, she immediately accused me of being a poor customer and told me that they have customers that do not pay all the time.  I was a new customer -- not a repeat customer that had not paid.  I questioned why she did not call prior to discontinuing service and she did not provide an answer but rather rudely continued to insult me.  I did get upset and indicated to her that I could not believe the way she was talking to me.  She continued to scream at me and I did use a curse word in the form of "you have got to be [redacted] kidding me" and told her that I was going to report her to the Revdex.com and then I discontinued the call!  I was not going to continue to allow her to speak to me in the manner at which the conversation was going.  The representative was not professional in any manner whatsoever!
I do not dispute that an email was sent with the invoice; however, the representative as stated in our phone conversation assumed that I would immediately open the email, write out a check for the service provided as well as the service expected to be provided on 04/29, and that I would proceed to put the payment in the mail.  The invoice dated 04/28 covering the period through 04/30 was obviously sent in advance of the expected 04/29 service that was to be performed.  I have a full time job and was not home when the 04/29 service was performed.  As stated to the representative, I was planning to give the check to Mike when service was provided on May 6.  Unfortunately, he never showed up on May 6 and no one from the company bothered to contact me to determine why they did not receive payment or to indicate that they would not be there on May 6.  They obviously had my email address and my telephone number.  As previously stated, I did contact the company several times and left 3 different voicemail messages inquiring about why they did not show up on Wednesday, and this included Wednesday.  Since the company did not return my call, there was no way for me to know that the service was interrupted and not discontinued.  I proceeded to hold the check because I honestly did not know if the company was still in business.  
The term "due on receipt" is stated on the invoice and that can be defined in many ways including as soon as possible.  My intent was to give it to Mike as soon as possible – on the next service date.  There is nothing indicating that service would be discontinued if payment was not received within a day or two.  There was no written or agreed upon contract stating that either.  The representative states that she tells all customers about her invoicing procedures.  I would suggest that she put it in writing and require the customers to sign a contract to ensure that what she thinks she tells them is accurate.  Again, a simple, but pleasant, phone call from the representative prior to the expected next service date is all that needed to happen.  
My complaint has nothing to do with the work performed – only how customer service was provided by the representative.  The check dated 05/04 (when I read the email) was put in the mail yesterday for payment of services performed through 04/30.

This is in response to complaint number [redacted] which stated:
 
“I hired Mike’s Lawn Maintenance to mow my yard on a weekly basis.  They were scheduled to mow on Wednesday of each week.  An invoice was emailed to me on 4/28 for the period ending 4/30 and included the service to be...

performed on Wednesday, 4/29.  Instead of mailing my payment, I was planning to give to Mike the next Wednesday; however, he never showed up to mow my lawn.  I contacted the company on Wednesday and left a message.  Additionally, I left two more messages on Thursday with no response.  Today, Friday, 5/8, I get a call from a female representative of the company indicating that they discontinued my service because they did not receive payment the “next day” from when the email was sent.  She went on to say that the payment was due “upon receipt” and defined that as they should have received the payment within a day or two.  I questioned this type of billing and asked why they did not call me regarding payment if it was expected within a day or two.  I further asked why they did not return my call from Wednesday or Thursday.  I explained to her that I was not familiar with this type of billing and she stated that she told me when they set up service.  I had no reason for not paying for the service and this could have been resolved with a simple phone call.  The representative was very rude and made many assumptions about me as a customer.  She is a very poor customer service representative for this company.” 
On March 12, this particular customer called our company inquiring about lawn care.  She wanted our company to perform weekly mowing effective when the grass began to grow.  When signing up for service, all customers are given the same information concerning our invoicing and billing policies.  All customers, including the one filing the complaint, are told that an invoice would be emailed during the last week of each month.  As well, they are told that payment is due upon receipt.   A further explanation is given at this time explaining why we have the “due upon receipt” policy.  We do not ask that customers pay in advance.  Essentially, they are issued credit from our company.  When billing only one time at the end of the month, we have mowed any given yard four to five times.  This means that we have done the work for an entire month without having been paid by the customer.  We simply ask that customers pay the amount due upon receipt to ensure that there is no disruption in service.    
This particular customer was emailed an invoice on the afternoon of Tuesday, April 28th in the amount of $105 for services provided on 4/1, 4/15, 4/22, and 4/29(to be provided the next day).  It clearly states on the invoice that payment is due upon receipt – just as was told the customer when signing up for service.  “Due upon receipt” simply means a company expects payment immediately.  Many small business owners require this or even require payment due upon completion of services.  In her complaint she indicated that she was going to give the check to Mike on the next Wednesday.  In fact, the invoice was emailed on the 28th.  Mike was there on the 29th to provide service but no check was given to him.  She could have simply given it to him on that day or dropped it in the mail so that we would receive it prior to the next Wednesday.  If this was a problem, a simple phone call from her to let us know her intentions would have been all that was necessary to not disrupt service.   
The female representative explained all of this to the customer.  Her response was, “So you expect me to drop everything and write a check?”  The company representative responded that that was not necessary.  Since the terms were due upon receipt, a check needed to be written and sent within a few days of receiving the email invoice.  The company representative further explained that if that had been done, payment would have been received well before Wednesday, May 6 and service would not have been disrupted.  She claimed this was inaccurate and the mail would have taken longer to get to us.  Having been in this business for 18 years, we know that if a customer actually sends a check in the mail, we receive it the next day.  It was the responsibility of the customer to let the company know if she had other arrangements in mind for making the payment.   She indicated that she was going to give payment to Mike when he came.   As indicated before, he was there the next day.  It could have been given to him then.  If she missed him, a simple phone call would have also worked.  If she did neither of these and did not put it in the mail, it would be her responsibility to inform the company of her intentions. 
The customer further claims that we discontinued service.  This is also inaccurate information.  The fact is that we never discontinued service, but rather interrupted service until payment was received for serviced rendered.  These were the terms she agreed to when signing up for the service.  A phone call was made to the customer on the morning of Friday, 5/8 to follow up and further explain. 
It is obviously a matter of opinion that she thinks the female representative for this company was rude and made assumptions about her as a customer.  Such is not the case.  The company representation was very professional in handling this manner.  When repeating the terms she agreed to when signing up, the customer became angry and began cussing at the representative.  The company representative then stated, “It appears you are unhappy with the way we handle billing.  It might be best for you to send in the payment and find another company to mow your lawn.”  The customer then began cussing again.  That is when the company representative ended the call. 
The accounts from this customer are false.  She had no complaint about the service WE provided.  She simply did not like it that payment due date was not based on HER terms.    She was dissatisfied with the meaning of due upon receipt even though it was explained to her on March 12.  It was what she verbally agreed to.  She filed this complaint after being told this information.   
Note:  As of today, we still have not received payment from this customer.  We provided the service as we said we would.  However, she has not made the payment as she indicated she would. 
Sincerely, 
Mike’s Lawn Maintenance.

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