Mow Blow & Go

Review: We purchased our home and occupied it in September 2010. Shortly after, my husband engage Craig's Lawn Care to provide mowing services. They mowed the lawn and we paid monthyly for services rendered. Our backyard is very tree covered & was full of leaves when we moved in. The house had been unoccupied for over a year and had at least 1 season where leaves were not removed from the tree covered back yard. My husband spent extensive time working in the yard and saw evidence that the neighbors had also dumped their leaves into our back yard. It was thick with leaves around the fence and there was 1 instance where we observed our rear neighbors throwing leaves into our yard and asked them to stop. In the fall of 2011 my husband asked Craig's Lawn Care to clean all of the leaves out of the back yard. I was aghast to get the bill, which from what I recall was in excess of $600 for leaf pick up for the season. I thought that was too much to spend on leaf removal so in the 2012 season I asked him to descope the leaf removal with Craig's and have them not do the tree covered portion of the back yard, but instead to just do the ~1/3 of the back that was close to the house. He made this request to Craig via telephone. The crew came out and did as [redacted] asked. However, when we got the bill it was for about the same amount as in 2011. I checked the math on the bill and the calculations appeared to be in error. I did the math (hours x men x rate) and provided payment for the total that resulted. Craig then sent us a letter explaining that the difference was for the leaf removal equipment. The amounts for that were inconsistent for each visit. The total amount billed in 2012 was about the same as 2011. We have never paid the $208.65 that Craig's has billed us for. They sent this balance to [redacted] Systems for collections. I have provided [redacted] with a letter explaining the situation and asked for the 2011 hours billed detail in order to compare 2012 with 2011. They have not yet replied.Desired Settlement: I am requesting that Craig's share the details of their 2011 and 2012 invoices to us including hours worked, rate, number of men AND equipment charges. If they provide these details and offer appropriate transparency into their billing this matter can be resolved by either having them correct their billing to us to make it accurate or showing us the appropriate amount of detail in order for us to pay the balance due.

Business

Response:

October 25, 2013

This is in response to your inquiry regarding the leaf removal charges in 2012. Attached you will find a copy of your initial inquiry in January regarding this matter and our response. Had we known there were remaining or additional questions at that time we would have addressed them at that time. We do not have a record of any correspondence from you again until August. We had sent a letter in June regarding the amount due and explained that we may have to refer your account to collections. We only did this because we did not get any response from you.

Our leaf removal charges are based on a $45 per man-hour (1 man for 1 labor hour = 1 man-hour) to gather up the leaves plus corresponding vacuuming charge of the leaves if applicable. These charges are outlined in our monthly statement letter regarding the leaf removal process that was sent to you prior to the season. The cost for the vacuuming is based on the quantity of leaves which is approximately $12 per tarp. Each time we come the amount of leaves we take away is determined by the number of tarps we take from the yard. This cost will vary because the quantity varies. A tarp measures 12 ft. x 16 ft. which is what we use to haul the leaves to the street. It is not a set fee each time as it reflects the amount of leaves we vacuum. The amount to vacuum is calculated on a volume basis because the more leaves we vacuum, the longer it takes and the cost for us to dump the leaves are more. The vacuuming portion of our work is calculated to only recover the cost associated to this task with no profit.

We have included a statement that shows the work done at your home in 2011 and 2012 outlining the charges for these 2 seasons. We also have included our foreman’s records pertaining to your home for 2012 for the labor to collect the leaves and subsequent vacuuming. Our billing reflects these notes.

The charges for 2011 and 2012 are independent of each other. Although there may be a similar amount of leaves in the trees, there are several variables that may vary the charges from one year to the next and from one leaf removal to another in the same year. These variables include such things as when the leaves begin falling, how fast they fall, the weather conditions and the volume of leaves blown to the curb for vacuuming.

We have reviewed your account and we maintain that the charges are fair and reflect the work necessary to complete the job. In a previous correspondence to [redacted] (our collection agency), you challenged the integrity of our service and our record keeping. This is contrary to the relationship we had with you when we had worked for you on several occasions and charged you based on labor time and hauling; 2011 leaf removal, July 2012 weeding work and 2012 cleanup work. We stand by the records of our men - this time and each time they have worked for you previously. I hope this correspondence addresses the remaining issues.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The data provide does not substantiate the charges for both 2011 and 2012. The business indicated in their response that they had provided details for 2011 and 2012, but that information was not visible to me in any of the materials. What I want the business to provide is hours x men x rate for both 2011 and 2012 AND the seperate amounts for the hauling fee. I want to be able to do a year over year comparison. I still do not understand the billings for 2012 compared to 2011 based on the information provided.

Regards,

Business

Response:

See Attachments

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still do not understand how signficantly descoping of the work in 2012 resulted in so many more leaves to remove (more tarps, etc) and more hours worked. However, we have spent enough time on this matter and I have been provided with the back up that I requested.

Regards,