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Personal Lawn Care, Inc.

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Reviews Personal Lawn Care, Inc.

Personal Lawn Care, Inc. Reviews (1)

I discontinued my lawn service with this company approx. 6 mos ago. I spoke with the secretary([redacted]?)at length. Rec'd bill 7/3 for unauthorized serviWas quite surprised to receive $52 bill in my door on 7/3 after returning from 4 day business trip. Called to speak with [redacted] (owner?)was told by secretary he was unavailable. Told secretary my service with them had been discontinued about 6 mos ago business. Her response was she had no notes on that when we spoke at length at that time about my issues with them (unorganized and always delayed service) I removed the card I had at the time and paid the bill by check for a service that I felt was never even done - no flag markers or call to me to authorize service. I couldn't have been any clearer. Most of her responses were how they were on top of all areas of service and was sure the work had been done. When that bill was at my home on 7/3 I couldn't believe it. I even checked my answering machine to see if their employee even attempted to call and get authorization - no calls - no markers - nothing just a bill for unsolicited/unauthorized service. I told the secretary that I felt this was a ploy to receive unauthorized fees. She assured me they have a thriving business and I hope they do. She did ask me if anyone called to OK the service as that was required - again I told her NO and that I would not be paying this bill. I paid the bill last time this happened when I cancelled my service but I have no intention of paying this one. I felt the need to document the problem since the secretary can only defend the company and not document complaints or cancellations. Finally, I will say that this company which I used for several years did a good job in the beginning but the service began to decline long before I cancelled with them. When you tried to complain - they always had an excuse - taking no responsibility. Desired SettlementNo settlement - just needed to document my conversation with the company if they try to pursue collection of this fee on 7/3.Business Response Contact Name and Title:[redacted], General ManContact Phone: 901[redacted]Contact Email:[redacted].comMs.[redacted] had originally started service with Personal Lawn Care on October 14, 2009. At the time we initiated service, her concern was the lack of growth between her house and the houses on either side. We followed the Preferred Service Program for the years 2010 - 2013. She declined Liming and Soil Analysis, even though it was recommended several times. In the fall of 2012, the lawn apparently experienced a significant grub worm population and significant damage to the root system. The following spring (2013), the lawn failed to green up well and Ms.[redacted] was inconsistent in the applications she allowed us to perform - skipping one weed control and two fertilization applications. We re-started service with the Winter Pre-emerge on October 13, 2013 and had noted at the time that the grub damage had occurred again in 2013. I went and assessed the lawn, noting the grub damage and the fact that the shade (especially on the east side of her house) had continued to cause the decline in the grass health and was beginning to erode. I suggested that she prune the trees as much as possible and consider sodding with Palisades Zoysia. This past spring (2014) I was again asked to take a look at the lawn and to determine what needed to be done to improve the overall quality of her lawn. I once again suggested a Soil Analysis (to determine the soil pH and liming and/or fertility needs) and emphasized that if nothing else, the lawn needed to receive the grub control insecticide with our second round "combo" application - the Spring Weed Control and Early Fertilization. She seemed to agree with the insecticide application, but chose not to allow us to perform the Soil Analysis and indicated nothing about liming. Due to the extraordinary weather and rainfall we received this year, we were about 3 weeks behind schedule going into the middle of June. Since Ms.[redacted] had indicated that she thought the grub control was a good idea and since she had not written to cancel service and had not called to discuss service issues, I had our technician make the Spring Weed Control as well as the Soil Insect (grub) Control applications on July 3. We also scheduled the Fertilization to follow about two weeks later. In an attempt to be responsive and take advantage of the proper timing and weather conditions for both applications to be successful, I scheduled the treatments without contacting Ms.[redacted] first. I honestly thought she had agreed with the recommendation in our earlier conversation. Ms.[redacted] stated that she had experienced an issue earlier in the season, paid the bill and cancelled (apparently at the 2/24/2014 application?) In the conversation with our office manager, she failed to clearly communicate her intent to cancel service. If she had indicated her desire to cancel, we would have immediately complied with her instructions.Occasionally, we experience a situation where our client and our office staff are not able to clearly and effectively communicate and understand the benefit of scheduled applications or the desired changes in the program. This is atypical for us and always a source of concern. We meticulously log client calls and responses. We have a policy that requires "Verbal OK" for clients requesting prior approval for services. Ms.[redacted] had indeed requested that we obtain such prior approval. In this case, I failed to do so due to her earlier agreement with the recommendation. Our business motto is "Caring for Your Lawn as if it Were Our Own". We are intent on providing quality, personalized service for our clients. It is our responsibility to respond to the needs our clients express and our privilege to assist them in caring for their lawn.I regret that Ms.[redacted] seems to feel that this was a "ploy" to receive payment for unauthorized applications. In fact, I feel that this is actually the opposite - I was trying to continue providing the excellent service and correct timing (without missing applications) that she was originally pleased with. Upon receiving the notes from our office manager, I immediately removed all charges from her account (which is our long-standing policy in situations where a client receives an application they feel they had not requested.) I also marked it "Inactive" and closed her account. A couple of days later, I even went by the property, just to make sure that we were leaving it in good condition. Later, I was quite surprised to receive the complaint from the Revdex.com. It was my clear intention that all issues had been resolved and I thought the matter was settled and done.I realize that communication sometimes gets skewed when dealing with our clients. We strive to ensure that these miscommunications are as rare as possible. For 27 years, Personal Lawn Care has provided quality service for residential and commercial clients in[redacted] and [redacted] counties. It is our intention to continue to grow and serve our clients for many years to come.Again, I regret that Ms.[redacted] felt that her care was not to her standards. I have removed all disputed charges and her account is "Inactive". We would welcome her call if she were to choose to allow us the opportunity to serve her once again.Respectfully,[redacted]General ManagerConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have never agreed to ANY grub control treatment by this company. I asked Mr[redacted] maybe 2 years ago about poison for moles which he recommended a product which my neighbor and I both purchased and used. Grub worm treatment in my neighborhood has not been successful for moles which I conveyed to him and why I would NEVER agree to an application. The bottom line is, Mr[redacted] has written a long response trying to rewrite history and to make excuses for service that started good but went terribly bad. I was recommended his company years ago by my daughter. She as well as 4 other families that I recommended no longer use this company for the exact same reasons. Instead of blaming the customer when a complaint is filed, he needs to get those internal problems corrected which he seems unable to admit along with his staff. When you service a house next to an existing customer also waiting for the same service and your tech or staff don't even know it, you got a problem and it's not about a rain delay. I've never been accused of being UNCLEAR in communication skills but it's a shame that I was forced to file this complaint to accomplish something that I thought was already taken care fo months ago. Sincerely,[redacted]Final Business Response I deeply regret the situation that has resulted in Ms.[redacted]'s dissatisfaction. As I stated, I had discussed the turf damage that had occurred from the grub activity and I mistakenly understood that she had agreed that treating for grub control this year would provide benefit. There was never any intent to mislead, malign, or mistreat or to establish a "ploy to receive unauthorized fees" in our service program for Ms.[redacted] this season. We were following the same program applications that we had established with our renewal letter that was mailed at the end of last season. We did not understand that Ms.[redacted] had intended to cancel service after the first application this season. If we had received that information, we would have complied immediately.We have removed any and all charges from the application in question and we have placed Ms.[redacted]'s account on "Inactive" status. At this point it is unclear what further action can be taken to resolve this issue. We have apologized, removed charges, expressed regret and responded several times to this Revdex.com complaint that Ms.[redacted] filed expecting no resolution or settlement. She filed the complaint feeling she "just needed to document my conversation with the company if they try to pursue collection of this fee on 7/3." Again any and all charges have been removed and Ms.[redacted]'s account has been placed on "inactive" status. We have expressed regret and apologized for the misunderstanding related to the lawn service this season as well as the application in question. We have closed this matter and I feel no further response is needed.Respectfully,[redacted]General Manager

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Description: Lawn Care Companies

Address: 9395 Salem Rd, Lakeland, Tennessee, United States, 38002-9633

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www.sbt.siemen.com

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