MowCow Lawn & Landscape

[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.] 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, [redacted]

Date: Fri, Apr 15, at 12:PMSubject: Re: [redacted] Rebuttal ( [redacted] )To: [redacted] < [redacted] >Hi ***,We have decided that we have tried to explain our position as much as possible with this customer Because of the delayed response and a disconnect in what the final accounting statement is versus what the customer perceives it to be, we have decided to issue Ms [redacted] her requested refund amount.She will receive the check within a week.Regards,Jeff WCustomer Relations

1/11/This issue has been resolved We've contacted the customer and provided the remedy sought We've provided a written explanation of our position to the customer, attached is a copy

Hi, I've been tasked by the owner of the company to research not only what has transpired, but to resolve the problemI will be reviewing the various emails and technician notes Once that is complete, I'll reach out to the customer directly to resolve the issue related to their service concerns and the lawnNext contact should take place early next weekRegards, Jeff

We hired them to remove the fall leaves from our lawn on a certain dateThey failed to show up when it was agreed they would come and simply came whenever it suited them and against our willWhen they failed to show up when agreed, we had communicated by email we did not want their services any longer and argued they failed to read it and just sent their crew in any caseThey first said they would not charge us for the inconveniences and then sent us a billI simply paid it to avoid problems since the work was done but do not ever hire these peopleThey think they can do whatever they want and come to your house whenever they want irrespective of what was agreed

Due to an employee retreat, we have had a delay responding to this complaintThe owner of the company and the Finance Manger are reviewing this case
Once the review is complete (5-working days), we will reach out to achieve the appropriate
resolutionRegards,
Jeff W***
Manager

Today, July 11th, José and Ronald came to our home to prune our azaleas and burning bushes, prune some other bushes, and open a track between the azaleas on our bankWe specifically asked for José, because of our experience with him last yearHe has an outstanding work ethic, and is eager to please the homeowners by performing his work with a high degree of excellenceWe will definitely have José and Ronald back next yearWe hope that MowCow gives them the recognition they deserve

From: Rich L[redacted] Date: Thu, Sep 3, 2015 at 11:40 AMSubject: CID: [redacted]To: [redacted]@myRevdex.com.orgGood morning,In response to CID: [redacted]On 6/22/15 MowCow replaced all damaged Pachysandra including additional plants.  MowCow...

subsequently sent our Quality Assurance Manager to the property to inspect the plants and talk with the customer.Over the course of this, MowCow Managers spoke with the customer during the process ensuring that he was kept notified of our progress.The customer was happy with the resolution and continues to be an active mowing and lawn care customer of MowCow.Best,Rich--  Rich L[redacted] · Founder & President703-425-5630 [email protected]

Date: Fri, Apr 15, 2016 at 12:30 PMSubject: Re: [redacted] Rebuttal ([redacted])To: [redacted] <[redacted]>Hi [redacted],We have decided that we have tried to explain our position as much as possible with this customer.  Because of the delayed response and a disconnect in what the final accounting statement is versus what the customer perceives it to be, we have decided to issue Ms. [redacted] her requested refund amount.She will receive the check within a week.Regards,Jeff WCustomer Relations

Date: Thu, May 19, 2016 at 8:11 AMSubject: CID: [redacted]To: [redacted] <[redacted]>Hi [redacted],I'm writing to notify you that we resolved this issue by complying with the customer's request.  They no longer have a balance with MowCow and...

will no longer receive statements reflecting any money owed.Best,Jeff W

[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]
 Complaint: [redacted]
I am rejecting this response because:  "the requested refund amount" is not stated or identified. Specifically, 
With the Revdex.com I sent an amendment email stating that the requested refund amount should be $79.20 after review of all Mowcow receipts/mowing confirmations, rather than $52.80. 
However, subsequent to the Revdex.com submission, I received a new account reoncilliation from Moscow, which stated I should have paid even less per month than I actually paid; this was submitted to the Virginial Attorney General, along with supporting documentation regarding mowings for months of Sept and Oct, one day in August and no days in November. The revised amount due based upon Mowcow statement dated 18 March 2016 is $134.05.
What amount is MowCow proposing to pay me?
Folowing is what I am actually due, based upon Mowcow's account statement dated 18 March 2016 that I received on March 28, 2016.
1.  Three payments of $105.63 were paid.
2.  Per the March 18, 2016 Mowcow account reconciliation--if they quoted me a price of $105.63 and they should have quoted me a monthly price of $81.25 as this latest document, March 18, 2016, indicates, then Mowcow owes me even more money.
$105.63 x 3 = $316.89 what I paid; however at $81.25 x 3 = $243.75 is what I should have paid.
Thus, for September and October I would be due an additional $48.76 ($105.63 - $81.25 = $24.38 x 2 months = $48.76)  $48.76 + $79.20 = $127.96
At 81.25/4 = $20.31 per mow; $26.40 (what one mowing in August cost at $105.63)  
                                                 $20.31(what one mowing cost per March 18 reconcilliation)
                                                 $  6.09 due for overpayment of 1 August mowing
Thus, $134.05 would be due to me:  $127.96 + $6.09 = $134.05
Regards,
[redacted]

I paid for the service on August 25 2016. I was advised the job will be done on Monday August 29th. I am still waiting and contacted the company if they have any ETA but I was told will call back in 15 minutes and never happened. I am a first time customer.

1/11/16
This issue has been resolved
1.  We've contacted the customer and provided the remedy sought
2  We've provided a written explanation of our position to the customer, attached is a copy.

Hi,
I've been tasked by the owner of the company to research not only what has transpired, but to resolve the problem.
I will be reviewing the various emails and technician notes.  Once that is complete, I'll reach out to the customer directly to...

resolve the issue related to their service concerns and the lawn.
Next contact should take place early next week.
Regards,
Jeff

[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.]
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,
[redacted]

We hired them to remove the fall leaves from our lawn on a certain date. They failed to show up when it was agreed they would come and simply came whenever it suited them and against our will. When they failed to show up when agreed, we had communicated by email we did not want their services any longer and argued they failed to read it and just sent their crew in any case. They first said they would not charge us for the inconveniences and then sent us a bill. I simply paid it to avoid problems since the work was done but do not ever hire these people. They think they can do whatever they want and come to your house whenever they want irrespective of what was agreed.

A letter of apology has been sent to [redacted].  His account is closed with a zero balance and is in good standing.

Review: below is the estimat I got from mowcow. NONE OF IT WAS DONE ACCORDING TO THE CONTRACT FIRST THE MIDDLE OF THE LAWN NOT GROWING GRASS ONLY WEED NO AERATION WAS PERFORMED NOTICED IT WHEN IT GOT WASHED OF WHEN IT RAIN. THEY SAID THEY WILL PUT AN INCH OF COMPOST? WHICH WAS NOT DONE IN A UNIFORM MATTER. AFTER THE JOB WAS DONE WHEN IT RAINS MY FRONT YARD SMELLS LIKE Sewage MY NEGHBORS ARE COMMPLANING OF THE SMELL. INADDITION I HAVE A 2YR OLD DOUGHTER WHO IS GETTING SICK FROM IT ALSO ATTRACKTING A LOTS OF BUGS. I ALREADY PAID HALF ALL I WANT IS THE SMELL TO GO AWAY AND FOR THEM TO FIX MY GRASS PROPERLY SO I CAN PAY THE REST. AT THE FIRST VISIT FROM MOWCOW I REQUESTED FOR THEM TO DO THE JOB ON A FRIDAY WHEN I AM PRESENT BUT THEY DID THE JOB A DAY BEFOR. THEY NEVER PLANNED THE JOB PROPERLY FOR EG THEY DID NOT SAY ANYTHING ABOUT THE GUTTER DRAINS ALL THEY WANTED IS FOR ME TO HAVE THE TREES TO BE TRIMED. THE BEST SOLUTION IS FOR THEM TO DO THE JOB AGAIN WHEN I AM PRESENT OR REFUND MY MONEY SO I CAN HAVE ANOTHER COMPANY TO REMOVE THE SMELL ANE RE DO THE GRASS

Thank you for thinking of MowCow to help with your lawn. I priced our phenomenal lawn care programs for your review. We

are having great results with our organic based, low nitrogen nutrition applications. All of our programs use organic based

nutrition to improve both soil and grass health. If you are looking to thicken the lawn or establish new grass, our Lawn

Essentials Plus and Complete Care programs include aeration & seeding. If you have any questions or would like to

schedule service, please call me at ###-###-#### or email me at [redacted].

My recommendation for your lawn is to cut back a few branches on the front trees to allow in more sunlight.

Then add an inch layer of compost , aerate and heavily seed with shade tolerant seed

Price for compost aerate and seed $ 465.00Desired Settlement: THE BEST SOLUTION IS FOR THEM TO DO THE JOB AGAIN WHEN I AM PRESENT OR REFUND MY MONEY SO I CAN HAVE ANOTHER COMPANY TO REMOVE THE SMELL AND RE DO THE GRASS I AM WORRIED ABOUT THE HEALTH OF MY 2YR OLD DOUGHTER.

Business

Response:

Hello [redacted],Re: Complaint # [redacted], [redacted].**. [redacted] requested a free estimate on 05/04/2013. He is

in a town-home and stated that, “it has always been a challenge to get grass to grow

in his front yard”. His request was to

have one of our specialties provide him with recommendations that would improve

what he called, “difficult growing conditions” in the front yard by creating an

ecstatically pleasing grassy turf. Our

senior turf specialist went out to assess the lawn. He recommended that **. [redacted] cut back a few

tree branches in the front yard to allow in more sun light. Add an inch layer

of compost, aerate and heavily seed with a shade tolerant seed. The price for

the compost, to aerate, and heavily seed with a shade tolerant seed was

$495.00. After negotiating **. [redacted] agreed to have MowCow service his

lawn. Our policy is to have new client’s

pay half down. The final balance is due upon

completion of the work. On 05/14/2013

**. [redacted] paid $230 and a work order was written up. On 05/29/2013 at 5:13 PM

**. [redacted] phoned our office. He said

that he had been promised a crew would come out on Friday, May 24th.

He claimed that he was not contacted and at this point wanted to cancel the service

and requested a refund on his deposit.

Our specialist reached out to **. [redacted] to apologies for the delay but explained

that due to the weather forecast of heavy rains he did not recommend sending a

crew out to do the top soil this week. He asked that **. [redacted] be patient and that

once the conditions were more favorable we would send out our crew to complete

the work. At that time both our

specialist and customer service representative explained to **. [redacted] that a

heavy downpour may cause erosion and poor results. **. [redacted] said that he “did not care” and insisted

the work be scheduled as soon as possible. At that time, **. [redacted] was also

informed that the neighbors drain would be an issue and that the past problem(s)

would continue to persist if not addressed. **. [redacted] told our specialist that this was

not a concern. He indicated that he was going to speak with his neighbor to

have the drain moved. The only professional advise **. [redacted] took was to have

the trees trimmed back and the aeration, compost and seeding done. He completely disregarded the advice to 1) wait

until the rain pass before having us complete the work, 2) sign up for a lawn

care program and 3) speak with his neighbor regarding the drain as it was never

moved. As a result, the rain did exactly

what we warned **. [redacted] it would do.

Despite this we still went back on 05/30/2013 to lightly till, aerate

and add a bit more compost and shady seed.

We also went back out again on 06/21/2013 to aerate and add yet more

compost to level out the lawn and to re-seed. **. [redacted] was dissatisfied with the layer of

compost. We explained that too much

compost could cause a fungus but that we could come back in the fall to rake

and re-seed again. As to the complaint

of smell, we put down compost which is a natural blend of organic material used

as a plant fertilizer. There is absolutely no health risk involved. I've attached before and after photos so you

can review the degree of improvement to **. [redacted] lawn. Again, at this time we can come back out in

the fall to re-seed however it is not necessary to aerate and compost

again. If **. [redacted] would agree to our coming back in the fall he can contact our office to discuss a re-seeding at that time. **. [redacted]'s account has been charged $3.53 in finance fees which we are willing to right off. The amount due at this time is $235.00 as the work was done as agreed and according to the service agreement. Thank you,[redacted]Customer Service Representative###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Grass is not growing at all. Only weed. Rregarding the drain I was never told. Only about the neighbors tree which is on the estimate. I had it taken care off. I was told about the drains after the job was done. Mowcow doesn't know how to plan. I have the evidence on the complaint (the estimate from mowcow instracting me to trim neighbors tree only!) I will prepare a [redacted] video of my yard and add a link so Revdex.com and readers can be the judge. Mowcow is all about money. If I can't solve this through Revdex.com I will take it to small court's. Why? I don't want other people to be cheated. It will cost me more than what I owe to mowcow to go to court. If not resolved I will take that route. It is growing fungus not healthy at all. One side of my yard is uneven at all no wonder complains are growing on Revdex.com website

Regards,

Business

Response:

4/25/2014Dear [redacted],Im sorry that youve had to deal with the lawn issues that came about over the past year. We dropped the ball from a customer service standpoint and upon review, we feel that we need to make things right.Id like to apologize on behalf of MowCow and let you know that we have included a refund the down payment amount of $230 which gives you a full refund for the amount you paid to MowCow.In addition, Im including two gift cards from [redacted] and [redacted], for you and your family.This is not how MowCow typically works and Im sorry that you have had this experience.Apologies,

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 with an addition of MowCow to get collection agency to stop calling me and clear my credit report, since I was told it was going to be reported. Thank you.

Review: I received a "renewal" letter back in March 13, but did not return it because I did NOT want to renew the services this year, which I had received from this company last year. I did not want the services any longer because the company neglected to properly treat my plants/bushes last year, causing many of them to die; I had to purchase and replace many of them this spring, costing over $200. The company sprayed last year, a week after I complained, but it was too late for my plants, which died anyway.

Despite not renewing services this year, the company claims they serviced my grass twice and my bushes once already this year. I called in early May after receiving my second bill, telling the company that I did not order their services this year and to stop harassing me with bill payments; I followed this up with an email a week later. I was told during my call that the company's services continue indefinitely until the customer cancels them, and that this is posted on all their literature. Well, I have received 6 documents from the company this year to date, to include their "renewal" letter," and I cannot find reference to this "automatic" renewal in their documents. More important, there is no obligation on my part to read the documents sent by this company, and they have not been able to provide a contract where I signed and agreed to such "continuous" service, requiring me to notify the company when I want the services stopped.

I do not intend to pay for the services from this year that I did NOT want and did NOT order.Desired Settlement: I want the company to quit harassing me with phones calls, email, and mail, telling me to pay $173. If anything, I want the company to repay me for the $200+ which I had to spend to replace the plants in my yard, which died as a result of the company's neglect last year. Furthermore, I want other customers and potential customers to know about the poor service and unethical practices of this company.

Business

Response:

Dear **. [redacted],

Review: Complaint about MowCow Lawn and Landscape Company: In the month of October, 2013, I contacted MowCow Lawn and Landscape Company for aeration etc. They recommended me certain services and gave me 5% discount with a prepayment. As recommended I paid $149.15 in advance, for the services mentioned in their email dated October 24, 2013. I have the email receipt with me. The company did the required work and for me this was over. I did not contact them again for any more services. In the coming months they sent me two more bills totaling $117.94. On January 24, 2014, they called my home, talked with my wife, stating that I owe them money. I called them back the same day and [redacted] told me that she did not have the record about the services I requested; so she has to talk with another person in the office and will get back in touch with me on Tuesday , 1/28/14. She did not get back in touch with me either by email or by phone. On February 14, 2014, I sent the email asking them why they are billing for the services which I never requested or authorized. I also wrote in the email telling them never to enter my premises to do any additional work. In their response of 2/18/14, they did not answer any of my questions but stated that they are giving me a credit of $65 and now I owe them $54.71. Still they did not tell me when I authorized them for any additional work. We exchanged two more emails and in my last email on February 20, 2014, I asked why they are evading my questions and I never got any response from them. Please note that the copy of my last email was also sent to other persons in the office including the Founder/President **. [redacted]. No one from the company responded back to me. They are still harassing me by sending the bills for the services which I never requested or authorized. And now they have started adding finance charges. The last bill which I received a few days back is for $55.53. I may also add that I am not satisfied by the services they provided for which I paid $149.15.

Desired Settlement: I want the company to stop harassing me by phone calls, email and mail, telling me to pay $55.53. I also want company to apologize to me for doing wrong business practices and inform me in writing that I do not owe them any money. Furthermore, I want other customers and potential customers to know about the poor service and unethical practices of this company.Desired Settlement: Desired Settlement: I want the company to stop harassing me by phone calls, email and mail, telling me to pay $55.53. I also want company to apologize to me for doing wrong business practices and inform me in writing that I do not owe them any money. Furthermore, I want other customers and potential customers to know about the poor service and unethical practices of this company.

Business

Response:

A letter of apology has been sent to [redacted]. His account is closed with a zero balance and is in good standing.