RE/MAX Select

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]

Our service auto renews each year, just as [redacted] ***, [redacted] , and every other similar serviceThis is stated on the welcome letter sent out to new customers, it is printed on every invoice left at the residence, and it is stated on the pre-pay offer letter that is sent out to all our customers in DecemberAll these letters and invoices clearly state that the customer must contact us in order to cancel the service.The last contact we had with Mr [redacted] in was on May at 12:06pmHe contacted us and requested a free service call for weedsWe made no attempts to contact him later in the year to sell any additional servicesNo doubt is being cast on the statement that he was contacted by a company attempting to sell him something, but it was not usOur phone system keeps record of every phone call made or received in our officeNo record of any phone calls from any of the numbers listed on the account is found in our system after May 3, No record of any phone calls from our office to any of the numbers listed on the account are present between May and December 31, 2016.Our first treatment of was applied at 9:21am on January Mr [redacted] contacted the office the next day at 8:16amThe account was cancelled at that time and he was informed that he owed the balance for the treatmentMr [redacted] called again at 2:05pm on January 25th, asking to make sure the account was cancelledHe was informed that it was in fact cancelled, and informed again that there was a balance due.Work was performed at the property in good faith, and the balance for that work is legitimate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I reject their reply for the following reasons: 1. Top Turf knew from the initial service what type of grasses my lawn was composed of. If, as they state in their response that centipede is a "weed in that this turf type is incompatible with our treatment programs." Then this is where ethics comes into play, and they should not have charged me different times, attempting to "treat" my yard, knowing in advance that their treatment program is not compatible with the centipede grass in my yard. On several occasions a tech was called to my yard as I was not satisfied with the end result. I respectfully request copies of my treatments, payments, etc., that can be mailed to my home address. 3. As for the statement that "Continued treatment of this property would eventually lead to damage of a large portion of the turf, along with the obligation to replace it. This was explained in detail to the property owner." Again, speaking of ethics, NO ONE has ever made this statement to me until I spoke with K*** on the phone on.4.9.18. I was even told on the phone by K***, that the previous tech was no longer employed by their company. Could the fact that he failed to properly educate the consumer be the issue? 4. I'm the average consumer, and am not versed in grass types, maintenance, treatments, etc. That's why I put my trust into Top Turf. Unfortunately, now they're wanting to discontinue service (which I'm fine with), but again, ethics comes into play as to why I was not informed of centipede grass being an issue to begin with, and why for different times did I pay for services that were not satisfactory???In closing, the ethical resolution would be to compensate me in part for continuing to "treat" knowing that your chemical treatments were not compatible.
Regards,
G*** K***

This charge has already been dropped, and *** notifiedThis is in no way an admission that services were not performed on the property, but I issued the credit as soon as I received the email because protocol was not followed when the invoice for the service call was not left

No, I was not trying to kill the centipede grassI wanted them to treat my yard (fertilize/weed control) to maintain the great looking yard that I had. There was no written contract provided by Top Turf. I have a copy of my payments to them if you'd like, please advise. Thanks!

The definition of a weed is a plant out of placeCentipede grass is a weed in that this turf type is incompatible with our treatment programsThe herbicides and high nitrogen fertilizers will damage and eventually kill centipede in most casesThis is the reason we do not treat centipede lawnsIf
we have a property that is predominantly (almost entirely) another type of warm season turf, we will take it on with the expectation that the weed controls and fertilizer treatments will deter further centipede growth and promote the health and spreading of the other grassIn this case, the centipede continued to spread in the lawn to the point that it was no longer practical to continue treating itContinued treatment of this property would eventually lead to damage of a large portion of the turf, along with the obligation to replace itThis was explained in detail to the property owner.The solution to this problem is to replace the centipede grass with bermuda sodWe would be happy to continue treating this property if the centipede grass is removed and replaced with a turf type that will respond well to our treatments and not eventually be killed by themUntil then, discontinuing service on a lawn that could potentially be destroyed by our treatments is a correct and ethical decision

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]

Our service auto renews each year, just as [redacted], [redacted], and every other similar service. This is stated on the welcome letter sent out to new customers, it is printed on every invoice left at the residence, and it is stated on the pre-pay offer letter that is sent out to all our...

customers in December. All these letters and invoices clearly state that the customer must contact us in order to cancel the service.The last contact we had with Mr. [redacted] in 2016 was on May 3 at 12:06pm. He contacted us and requested a free service call for weeds. We made no attempts to contact him later in the year to sell any additional services. No doubt is being cast on the statement that he was contacted by a company attempting to sell him something, but it was not us. Our phone system keeps record of every phone call made or received in our office. No record of any phone calls from any of the numbers listed on the account is found in our system after May 3, 2016. No record of any phone calls from our office to any of the numbers listed on the account are present between May 4 and December 31, 2016.Our first treatment of 2017 was applied at 9:21am on January 16. Mr. [redacted] contacted the office the next day at 8:16am. The account was cancelled at that time and he was informed that he owed the balance for the treatment. Mr. [redacted] called again at 2:05pm on January 25th, asking to make sure the account was cancelled. He was informed that it was in fact cancelled, and informed again that there was a balance due.Work was performed at the property in good faith, and the balance for that work is legitimate.

Four of our eight yearly applications contain a pre-emergent herbicide designed to prevent winter and summer weeds from germinating in the grass. Preventing weeds from ever showing up in the lawn is the best way to keep them under control. Without a proper pre-emergent barrier in the soil,...

weeds will continually emerge in the lawn. They then require treatment with a post emergent weed control. With no preventative barrier, new weeds will quickly emerge to replace the ones that are controlled. Three of the four pre-emergent treatments were skipped by this customer within the last year. Our service has not “gone downhill”; we were prohibited from providing it properly. Despite missing 75% of the most important weed control treatments in our program, we continued to work with the customer by providing two free weed control service calls between the regular treatments. We attempted to communicate with the customer that weed populations would be a continual problem this year because the preventive treatments were skipped. We also credited the cost of an application as a gesture of good faith when this exact complaint was submitted as a negative review on the Revdex.com site in July. The customer states that she is pulling weeds from the lawn. We cannot treat weeds with a post emergent herbicide if they are being pulled. Post emergent weed control needs to make contact with leaf surfaces in order to work effectively. Pulling weeds leaves partial roots, and these roots regenerate the weeds when fertilizer is applied to the grass. The customer states that she is applying Roundup to treat the weeds herself. We do not use Roundup in our program. Roundup is a non-selective herbicide that will kill the grass as well as the weeds. We discourage customers applying any additional herbicides of any kind to the lawn while engaged in service with us. We document and monitor all the applications of herbicides to the turf, as is required by law. Service calls are free between treatments to active customers in good standing. Withholding payment will place the account on financial hold and will cause an interruption in treatments. We call customers with past due balances just like any other company does in any industry. Despite providing free service calls, crediting an application, and attempting to communicate with this customer the reasons why weed populations are higher this year, it is obvious that we will not be able to meet the expectations being demanded of us. The billing adjustment that is being requesting was already done in July when the customer originally posted this complaint as a negative review. We will, however, issue a credit for the most recent application performed in September, and discontinue all future services at this address.