Per our telephone discussion today, please allow the following to serve as The Scotts Company, LLC response to the Revdex.com complaint # [redacted] filed by the claimant, [redacted] ***.As you are aware, vrs>>vericlaim, Inc(“VC”) is the third-party claims administrator for The Scotts Company, LLC (“Scotts”) and this matter was submitted to our direction for investigation, evaluation and proper disposition of this claim As stated this morning, I would estimate hundreds of calls have been received by multiple parties at VC, Scotts, [redacted] and [redacted] from the claimant, her mother and brother Further, in addition to the Revdex.com complaint we’ve received calls from Scotts broker, and multiple unrelated insurance companies stating the claimant has called them wanted to present a claim against Scotts GL insurance policy Since the ***’ have no idea who’s Scotts GL carrier is, they’ve been contacting random carriers and making claims, so we’ve been compelled to reply to these Insurance Companies and confirm they 1) have no coverage for Scotts GL claims and 2) are not party to this matter.VC’s initial contact was made by me with Ms [redacted] on 6/30/ We discussed her allegations in a 45minute-hour phone call Ms [redacted] alleged to have applied multiple bags of Scotts Mulch to the planting beds on her property She purchased the product in March 2015, but claims to have not applied it until the 1st of April (approximately) Why she took months to report what she purports to be “flying ant/termites” that she believes came from Scotts product, is unknown?Further, Ms [redacted] made it abundantly clear during that call that she would not have chemicals in or near her home, and she refused to call or allow any exterminators access to her property to try and resolve the alleged termite issue She stated she wanted to try to resolve the termite issues via natural extermination ie vinegar, honey or dry ice? We then discussed 1) removing the mulch, which had already been done by the claimant directly and 2) repair estimates/phots of her eaves/fence – Eaves were already repaired, but she agreed to provide invoices and estimate for vinyl fence Lastly, Ms [redacted] informed me she was consulting her attorney the following day to evaluate her rights I did confirm she was not represented by counsel during our conversation.Prior to completion of the above call, I recommended we have a local adjuster visit the property and scope the damage and evaluate the extent and/or how old the damages were, if possible? She seemed agreeable, but how we were to resolve the issues given her demands and disposing of evidence was obviously making resolution difficult from the onset.It was our initial impression, which we still believe to be the case today, that the damage claims (fence/eaves) were vastly overblown and is why we were not provided access to that evidence We find it unlikely, but at a minimum extremely suspicious that in days damage would be severe enough where an entire fence needs to be replaced, but not provide us access to that day? My suspicion is she found some modest termite damage to her wood eaves/fence and because she did not want chemicals on/near her property, her solution was to remove the items altogether since termites (as she stated) were active She would then demand Scotts/HD pay for the new vinyl/termite free fence/eaves This is only my subjective opinion and no evidence has been received to support this theory as the claimant discarded all evidence prior to any site inspection.7/1/15, the day following my initial contact with [redacted] ***, we assigned the local site investigation it to my VC associate, [redacted] , [redacted] ** On 7/7/ [redacted] was visiting another location for a separate claim in Ms***’ vicinity and attempted to cold call her to complete his inspection In hind sight, obviously it would have been better for [redacted] to set an appointment, but this location is approximately ½ hours from ***’s office, so since he was in the area felt attempting to scope the property as he had unexpected time availability would please most potential claimants as he expected they wanted the damaged witnessed, photographed and scoped as soon as possible[redacted] report and summary is attached In short the claimant alleged to have not been home, refused him access or to assist him with directions and when he suggested another meeting, she stated she wanted to consult her attorney first At this point and for the coming weeks we had no further contact with the claimant, [redacted] ***, but her mother [redacted] began to contact us on a daily basis When asked how she had standing to pursue this claim, Mrs [redacted] stated she owned half the subject property and stated she “was fixing the issues, not waiting around for Scotts” and had ordered the replacement fence, though it was not installed yet She also claimed that [redacted] used profane language and was rude to her, which he completely refutes Mrs [redacted] went on to state that she helped remove the mulch and would continually advise she was years old and under 100lbs in weight We have yet to receive proof from Mrs [redacted] that she owns ½ of this property and has standing to make any claim in this case.Mrs [redacted] provided us a handwritten invoice she claims was “a friend and exterminator” she contends confirms termites Even if we were to stipulate to this conclusion and not question the alleged exterminators credentials or relationship to the claimant, there was nothing received to support the termites were from the Scotts mulch product.In conjunction with the above handwritten invoice, we also received invoice in excess of $11k for the eaves and fence replacement the claimant was completing to her home.As this matter was clearly spiraling and we were nowhere near a resolution in this matter, on 7/29/we recommended to Scotts that the claim be denied officially as we saw no opportunity for a customer service resolution due to the claimant and her mother’s entrenched position on settlement The denial letter is attached.On this date we both verbally and in writing denied this matter We received voice message from [redacted] that same date, but never made direct contact However, we did speak with her mother, [redacted] on this date and it was at this time, approximately days into our investigation, she claimed to have an unopened bag of mulch with termite visible within the bag She never mentioned it in our multiple previous conversation and she further claimed during that same conversation that Ms***’s cat died and dog was made sick as a result of these termites We offered to have Scotts send a retrieval package for the unopened bag of mulch and we would accept their termite claim if, as she stated, the bag was not tampered with and termites were confirmed She refused, told me she was hiring an attorney, contacting my supervisor and VC upper management (which she did do), Scotts CEO and the US Justice Department The call ended abruptly and I have had no direct contact with either Ms [redacted] since, but have received numerous telephone calls, legal threats and complaints from her mother, Mrs [redacted] .On 8/4/we completed a conference call with both Scotts representatives and [redacted] ***’s Executive Escalation Committee and Scotts agreed to contribute $1,toward any customer service related resolution that HD could negotiate with Ms [redacted] pending Scotts be named and received a full release of all claims Further, given both Ms [redacted] and Mrs [redacted] ’s disposition toward VeriClaim and Scotts, we also agreed the [redacted] would be the primary negotiating contact in this case going forward That has since changed.On 10/26/(attached) we issued a more detailed denial letter on behalf of HD, Scotts, [redacted] and VC addressed to the claimant, [redacted] ***, her brother, [redacted] and her mother, [redacted] specifically outlining when their claim was denied and providing them specifics as the Statute of Limitations in this matter I have since had heated conversations with the brother, [redacted] that ended with him hanging up on me and accusing us of demanding they have their dogs remains exhumed for testing This is completely untrue, added to the long list of supposed accusations made by these individuals, but no such demands were discussed let alone made to the ***’.Scotts remains willing to attempt a nominal customer service resolution in this matter pending receipt of a fully executed release of all claims alleged by the claimant, her brother and her mother against Scotts and [redacted] ***, but as of now the matter has been denied in writing twice and verbally on countless occasions by Scotts, [redacted] ***, [redacted] and VC.It is my opinion, Scotts and/or [redacted] may need to involve their attorneys to demand cease/desist actions be taken against the ***’ via the legal system and/or insist they retain legal representation and pursue what means they deem necessary, but the ongoing harassment of Scotts, HD, VC and [redacted] will have to be addressed soon.Please advise with any further questions or comments.Regards, [redacted] [redacted] ***Office: ###-###-#### efax: ###-###-#### [redacted]
My office spoke with Mr [redacted] yesterdayThe product that was applied to his lawn (Bonus S) is not to be used on FescueThere is verbiage on the bag stating as suchWe advised Mr [redacted] if he sent us proof of purchase (UPC or Cash Register Receipt), we will provide him with $ toward the repair the lawn as a goodwill gesture
Customer alleges product damage to his lawn A local adjuster was sent to inspect and document the extent of damage to the customer’s lawn The local adjuster measured square feet of damage that could potentially be related to the use of the product in question An estimate was prepared that included the removal and replacement of the damaged areas, topsoil, water, labor, tax and the hauling away of all debris This estimate came to $and an offer of this amount was extended to the customer on 9-25- Customer submitted an estimate for repairs to square feet of damage This is almost double the area noted by the local adjuster Further, the estimate submitted by customer includes repairs to anything damaged during excavation including pipes, drain lines and phoneThere is no mention of providing a refund if these items are not damaged during excavation The estimate comes in at over $20, This is not a reasonable estimate for the documented damages Customer has not provided any additional information that would warrant a change in the offer As a result, the original offer of $remains
The Scotts Miracle Gro Company received our consumer's request for a refund on 5/24/and it is currently being processedThe check for $is processing and should be received within 10-business daysWe regret any inconvenience that this delay has caused our consumerIf we can assist
further, please contact us at ###-###-####
I have reviewed your case and I see where you are going to send in proof of purchase to be reimbursed for the product in question, seed and starter foodYou can also forward us pictures of the lawn and we can review the case to see if we can provide further assistance
Customer purchased the product March 24, and states damage to his lawn was evident by April 7, Customer did not contact Scotts to report an issue with the product until June of Fifteen months and a full seasons passed between using the product and contacting Scotts
The late reporting of this claim has prejudiced any ability to timely and properly inspect customer’s property and verify the cause of these damages. Given the time delay, natural change of seasons, winter lawn dormancy undergone by the lawn, it is not possible at this late date to assess or confirm liability in this matter Further, multiple potential other intervening factors, ie drought/flood conditions, insect infestations and/or lawn fungal diseases, could have also contributed to the lawn damage and present condition Any of which, on their own, negate Scotts’ ability to confirm cause and assess damages of customer’s property When combining these possible issues with significant time delay, liability confirmation is not feasible
My office spoke with Mr. *** yesterdayWe never received the proof of purchase information when he sent it in the fallHe said that he did make copies and he will provide us with a copy of the copies
We are very sorry that our consumer did not receive the expected results after using Scotts PatchMaster Sun & Shade Grass SeedScotts products are covered by a "No Quibble Guarantee" with proof of purchaseWe have received the proof of purchase that was attached to this complaintOur
consumer's refund for $is in process and should be received within 10-business daysUnfortunately, we do not refund for sales tax, as this payment is due and payable to your state
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI will submit the attached settlement agreement via mail, but including it here for records.
Regards,
*** ***
The Scotts Miracle Gro Company regrets our consumer's experience when he contacted our company for a refund on the Turf Builder Midwest Mix that did not work to his expectationsOur products are covered by a "No Quibble Guarantee" with Proof of PurchaseWe have been in contact with our consumer
and have arranged for him to submit his proof of purchase per our guarantee
The Scotts Miracle Gro Company regrets that our consumer did not get the expected results when using our Tomcat Rat Killer Bait StationThe product comes with a guarantee, which we would be happy to honorWe request that our consumer sends his proof of purchase to Tomcat Consumer Service
Scottslawn RdMarysville, OH or contact us at 877-332-
The customer does not agree to providing the original receipt in addition to proof of purchase when the bag is purchasedIt states nowhere on the bag that this is a requirementI do not feel comfortable sending in an original receipt due to the possibility that it can become lost in the mail and because it has other purchases on it, ones that could need to be returnedWithout a receipt, the majority of merchants will not grant a return or will only issue a store creditThis is not acceptableIn addition, the bag clearly has a proof of purchase label, leading the customer to believe that this form of proof is acceptable for a refund directly from Scott'sFinally, there is absolutely no reason why Scott's should not be able to accept pictures of the original receipt by e-mailObviously, the policy is put in place to inhibit customers from getting their money back, allowing the company to skirt their contractual agreement with the customer.As a result of their inaction to refund money as promised by their guarantee, I have directly contact ***The general manager, ***, in *** was nice enough to extend their return policy and refunded all of my money yesterday afternoonThey shouldn't have needed to do this, because this is Scott's problem, not ***So at this point, I do not need a refund from Scott's, But I do ask you to keep this complaint on file due to the nature of the advertising complaint, specifically because other customers will experience similar problemsI finally want to note that I was recently approached by *** through a focus group with Q&A research on the Plaza about what it would take to get us to switch to their serviceDuring this focus group, I was notified that the company is merging with Scott'sBecause of this experience and a prior poor experience with ***, quite similar to this complaint (based on guarantee of service), I definitely will not switch lawn care providersAlthough both companies state their product is guaranteed or your money back, you have to fight them tooth and nail to get them to come through on their contractual promiseRest assured, I'll be writing numerous poor online reviews about Scott's and will NEVER buy one of their products again
Regards,
*** ***
The Scotts Miracle Gro Company apologizes for the incorrect name that appeared on our consumer's refund checkWe have corrected this and have issued a new check in the amount of $ Unfortunately, we do not refund for sales tax as this is due and payable to the state in which our consumer
residesWe have added an additional - $coupons that can be used toward the next purchase of any Scotts productThe check and coupons should arrive within 10-business days
We regret that the Roundup Max Control 365 did not control the weeds as expected. Scotts Miracle Gro products are backed by a "No Quibble" Guarantee. We would be happy to refund the purchase price of the product once we receive either the UPC bar codes from the containers or the
original itemized receiptPlease mail this to the address indicated on the label
Customer states the damage to his lawn was evident April 7, but did not report this damage to Scotts until June of 2016. Due to this month delay there is no way to determine whether the Scotts product caused or contributed to the decline of customer’s lawn. There are many outside factors that potentially could have caused the decline in customer’s lawn, including drought/flood conditions, insect activity, fungus or disease. Customers states the time delay and potential outside factors are not relevant. These factors are completely relevant because given the time delay it is not possible to determine what caused damage to his lawn. Scotts does not dispute the customer provided proof of purchase and photos of a damaged lawn. Scotts contends that due to the delay in reporting there is no available evidence to confirm the damage was caused by a Scotts product. Scotts will not pay for repairs to a lawn without evidence the damage is related to the use of a Scotts product
Per our telephone discussion today, please allow the following to serve as The Scotts Company, LLC response to the Revdex.com complaint # [redacted] filed by the claimant, [redacted] ***.As you are aware, vrs>>vericlaim, Inc(“VC”) is the third-party claims administrator for The Scotts Company, LLC (“Scotts”) and this matter was submitted to our direction for investigation, evaluation and proper disposition of this claim As stated this morning, I would estimate hundreds of calls have been received by multiple parties at VC, Scotts, [redacted] and [redacted] from the claimant, her mother and brother Further, in addition to the Revdex.com complaint we’ve received calls from Scotts broker, and multiple unrelated insurance companies stating the claimant has called them wanted to present a claim against Scotts GL insurance policy Since the ***’ have no idea who’s Scotts GL carrier is, they’ve been contacting random carriers and making claims, so we’ve been compelled to reply to these Insurance Companies and confirm they 1) have no coverage for Scotts GL claims and 2) are not party to this matter.VC’s initial contact was made by me with Ms [redacted] on 6/30/ We discussed her allegations in a 45minute-hour phone call Ms [redacted] alleged to have applied multiple bags of Scotts Mulch to the planting beds on her property She purchased the product in March 2015, but claims to have not applied it until the 1st of April (approximately) Why she took months to report what she purports to be “flying ant/termites” that she believes came from Scotts product, is unknown?Further, Ms [redacted] made it abundantly clear during that call that she would not have chemicals in or near her home, and she refused to call or allow any exterminators access to her property to try and resolve the alleged termite issue She stated she wanted to try to resolve the termite issues via natural extermination ie vinegar, honey or dry ice? We then discussed 1) removing the mulch, which had already been done by the claimant directly and 2) repair estimates/phots of her eaves/fence – Eaves were already repaired, but she agreed to provide invoices and estimate for vinyl fence Lastly, Ms [redacted] informed me she was consulting her attorney the following day to evaluate her rights I did confirm she was not represented by counsel during our conversation.Prior to completion of the above call, I recommended we have a local adjuster visit the property and scope the damage and evaluate the extent and/or how old the damages were, if possible? She seemed agreeable, but how we were to resolve the issues given her demands and disposing of evidence was obviously making resolution difficult from the onset.It was our initial impression, which we still believe to be the case today, that the damage claims (fence/eaves) were vastly overblown and is why we were not provided access to that evidence We find it unlikely, but at a minimum extremely suspicious that in days damage would be severe enough where an entire fence needs to be replaced, but not provide us access to that day? My suspicion is she found some modest termite damage to her wood eaves/fence and because she did not want chemicals on/near her property, her solution was to remove the items altogether since termites (as she stated) were active She would then demand Scotts/HD pay for the new vinyl/termite free fence/eaves This is only my subjective opinion and no evidence has been received to support this theory as the claimant discarded all evidence prior to any site inspection.7/1/15, the day following my initial contact with [redacted] ***, we assigned the local site investigation it to my VC associate, [redacted] , [redacted] ** On 7/7/ [redacted] was visiting another location for a separate claim in Ms***’ vicinity and attempted to cold call her to complete his inspection In hind sight, obviously it would have been better for [redacted] to set an appointment, but this location is approximately ½ hours from ***’s office, so since he was in the area felt attempting to scope the property as he had unexpected time availability would please most potential claimants as he expected they wanted the damaged witnessed, photographed and scoped as soon as possible[redacted] report and summary is attached In short the claimant alleged to have not been home, refused him access or to assist him with directions and when he suggested another meeting, she stated she wanted to consult her attorney first At this point and for the coming weeks we had no further contact with the claimant, [redacted] ***, but her mother [redacted] began to contact us on a daily basis When asked how she had standing to pursue this claim, Mrs [redacted] stated she owned half the subject property and stated she “was fixing the issues, not waiting around for Scotts” and had ordered the replacement fence, though it was not installed yet She also claimed that [redacted] used profane language and was rude to her, which he completely refutes Mrs [redacted] went on to state that she helped remove the mulch and would continually advise she was years old and under 100lbs in weight We have yet to receive proof from Mrs [redacted] that she owns ½ of this property and has standing to make any claim in this case.Mrs [redacted] provided us a handwritten invoice she claims was “a friend and exterminator” she contends confirms termites Even if we were to stipulate to this conclusion and not question the alleged exterminators credentials or relationship to the claimant, there was nothing received to support the termites were from the Scotts mulch product.In conjunction with the above handwritten invoice, we also received invoice in excess of $11k for the eaves and fence replacement the claimant was completing to her home.As this matter was clearly spiraling and we were nowhere near a resolution in this matter, on 7/29/we recommended to Scotts that the claim be denied officially as we saw no opportunity for a customer service resolution due to the claimant and her mother’s entrenched position on settlement The denial letter is attached.On this date we both verbally and in writing denied this matter We received voice message from [redacted] that same date, but never made direct contact However, we did speak with her mother, [redacted] on this date and it was at this time, approximately days into our investigation, she claimed to have an unopened bag of mulch with termite visible within the bag She never mentioned it in our multiple previous conversation and she further claimed during that same conversation that Ms***’s cat died and dog was made sick as a result of these termites We offered to have Scotts send a retrieval package for the unopened bag of mulch and we would accept their termite claim if, as she stated, the bag was not tampered with and termites were confirmed She refused, told me she was hiring an attorney, contacting my supervisor and VC upper management (which she did do), Scotts CEO and the US Justice Department The call ended abruptly and I have had no direct contact with either Ms [redacted] since, but have received numerous telephone calls, legal threats and complaints from her mother, Mrs [redacted] .On 8/4/we completed a conference call with both Scotts representatives and [redacted] ***’s Executive Escalation Committee and Scotts agreed to contribute $1,toward any customer service related resolution that HD could negotiate with Ms [redacted] pending Scotts be named and received a full release of all claims Further, given both Ms [redacted] and Mrs [redacted] ’s disposition toward VeriClaim and Scotts, we also agreed the [redacted] would be the primary negotiating contact in this case going forward That has since changed.On 10/26/(attached) we issued a more detailed denial letter on behalf of HD, Scotts, [redacted] and VC addressed to the claimant, [redacted] ***, her brother, [redacted] and her mother, [redacted] specifically outlining when their claim was denied and providing them specifics as the Statute of Limitations in this matter I have since had heated conversations with the brother, [redacted] that ended with him hanging up on me and accusing us of demanding they have their dogs remains exhumed for testing This is completely untrue, added to the long list of supposed accusations made by these individuals, but no such demands were discussed let alone made to the ***’.Scotts remains willing to attempt a nominal customer service resolution in this matter pending receipt of a fully executed release of all claims alleged by the claimant, her brother and her mother against Scotts and [redacted] ***, but as of now the matter has been denied in writing twice and verbally on countless occasions by Scotts, [redacted] ***, [redacted] and VC.It is my opinion, Scotts and/or [redacted] may need to involve their attorneys to demand cease/desist actions be taken against the ***’ via the legal system and/or insist they retain legal representation and pursue what means they deem necessary, but the ongoing harassment of Scotts, HD, VC and [redacted] will have to be addressed soon.Please advise with any further questions or comments.Regards, [redacted] [redacted] ***Office: ###-###-#### efax: ###-###-#### [redacted]
My office spoke with Mr [redacted] yesterdayThe product that was applied to his lawn (Bonus S) is not to be used on FescueThere is verbiage on the bag stating as suchWe advised Mr [redacted] if he sent us proof of purchase (UPC or Cash Register Receipt), we will provide him with $ toward the repair the lawn as a goodwill gesture
Customer alleges product damage to his lawn A local adjuster was sent to inspect and document the extent of damage to the customer’s lawn The local adjuster measured square feet of damage that could potentially be related to the use of the product in question An estimate was prepared that included the removal and replacement of the damaged areas, topsoil, water, labor, tax and the hauling away of all debris This estimate came to $and an offer of this amount was extended to the customer on 9-25- Customer submitted an estimate for repairs to square feet of damage This is almost double the area noted by the local adjuster Further, the estimate submitted by customer includes repairs to anything damaged during excavation including pipes, drain lines and phoneThere is no mention of providing a refund if these items are not damaged during excavation The estimate comes in at over $20, This is not a reasonable estimate for the documented damages Customer has not provided any additional information that would warrant a change in the offer As a result, the original offer of $remains
The Scotts Miracle Gro Company received our consumer's request for a refund on 5/24/and it is currently being processedThe check for $is processing and should be received within 10-business daysWe regret any inconvenience that this delay has caused our consumerIf we can assist
further, please contact us at ###-###-####
I have reviewed your case and I see where you are going to send in proof of purchase to be reimbursed for the product in question, seed and starter foodYou can also forward us pictures of the lawn and we can review the case to see if we can provide further assistance
Customer purchased the product March 24, and states damage to his lawn was evident by April 7, Customer did not contact Scotts to report an issue with the product until June of Fifteen months and a full seasons passed between using the product and contacting Scotts
The late reporting of this claim has prejudiced any ability to timely and properly inspect customer’s property and verify the cause of these damages. Given the time delay, natural change of seasons, winter lawn dormancy undergone by the lawn, it is not possible at this late date to assess or confirm liability in this matter Further, multiple potential other intervening factors, ie drought/flood conditions, insect infestations and/or lawn fungal diseases, could have also contributed to the lawn damage and present condition Any of which, on their own, negate Scotts’ ability to confirm cause and assess damages of customer’s property When combining these possible issues with significant time delay, liability confirmation is not feasible
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
** ***
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** **
We will need to speak with you and review the picturesYou are welcome to chat or email us as well This link has all of our contact information ***
This case has been sent to our insurance company, Vericlaim
My office spoke with Mr. *** yesterdayWe never received the proof of purchase information when he sent it in the fallHe said that he did make copies and he will provide us with a copy of the copies
We are very sorry that our consumer did not receive the expected results after using Scotts PatchMaster Sun & Shade Grass SeedScotts products are covered by a "No Quibble Guarantee" with proof of purchaseWe have received the proof of purchase that was attached to this complaintOur
consumer's refund for $is in process and should be received within 10-business daysUnfortunately, we do not refund for sales tax, as this payment is due and payable to your state
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI will submit the attached settlement agreement via mail, but including it here for records.
Regards,
*** ***
The Scotts Miracle Gro Company regrets our consumer's experience when he contacted our company for a refund on the Turf Builder Midwest Mix that did not work to his expectationsOur products are covered by a "No Quibble Guarantee" with Proof of PurchaseWe have been in contact with our consumer
and have arranged for him to submit his proof of purchase per our guarantee
The Scotts Miracle Gro Company regrets that our consumer did not get the expected results when using our Tomcat Rat Killer Bait StationThe product comes with a guarantee, which we would be happy to honorWe request that our consumer sends his proof of purchase to Tomcat Consumer Service
Scottslawn RdMarysville, OH or contact us at 877-332-
The customer does not agree to providing the original receipt in addition to proof of purchase when the bag is purchasedIt states nowhere on the bag that this is a requirementI do not feel comfortable sending in an original receipt due to the possibility that it can become lost in the mail and because it has other purchases on it, ones that could need to be returnedWithout a receipt, the majority of merchants will not grant a return or will only issue a store creditThis is not acceptableIn addition, the bag clearly has a proof of purchase label, leading the customer to believe that this form of proof is acceptable for a refund directly from Scott'sFinally, there is absolutely no reason why Scott's should not be able to accept pictures of the original receipt by e-mailObviously, the policy is put in place to inhibit customers from getting their money back, allowing the company to skirt their contractual agreement with the customer.As a result of their inaction to refund money as promised by their guarantee, I have directly contact ***The general manager, ***, in *** was nice enough to extend their return policy and refunded all of my money yesterday afternoonThey shouldn't have needed to do this, because this is Scott's problem, not ***So at this point, I do not need a refund from Scott's, But I do ask you to keep this complaint on file due to the nature of the advertising complaint, specifically because other customers will experience similar problemsI finally want to note that I was recently approached by *** through a focus group with Q&A research on the Plaza about what it would take to get us to switch to their serviceDuring this focus group, I was notified that the company is merging with Scott'sBecause of this experience and a prior poor experience with ***, quite similar to this complaint (based on guarantee of service), I definitely will not switch lawn care providersAlthough both companies state their product is guaranteed or your money back, you have to fight them tooth and nail to get them to come through on their contractual promiseRest assured, I'll be writing numerous poor online reviews about Scott's and will NEVER buy one of their products again
Regards,
*** ***
The Scotts Miracle Gro Company apologizes for the incorrect name that appeared on our consumer's refund checkWe have corrected this and have issued a new check in the amount of $ Unfortunately, we do not refund for sales tax as this is due and payable to the state in which our consumer
residesWe have added an additional - $coupons that can be used toward the next purchase of any Scotts productThe check and coupons should arrive within 10-business days
I reviewed the response made by the business and find the resolution is satisfactory to me
We regret that the Roundup Max Control 365 did not control the weeds as expected. Scotts Miracle Gro products are backed by a "No Quibble" Guarantee. We would be happy to refund the purchase price of the product once we receive either the UPC bar codes from the containers or the
original itemized receiptPlease mail this to the address indicated on the label
Customer states the damage to his lawn was evident April 7, but did not report this damage to Scotts until June of 2016. Due to this month delay there is no way to determine whether the Scotts product caused or contributed to the decline of customer’s lawn. There are many outside factors that potentially could have caused the decline in customer’s lawn, including drought/flood conditions, insect activity, fungus or disease. Customers states the time delay and potential outside factors are not relevant. These factors are completely relevant because given the time delay it is not possible to determine what caused damage to his lawn. Scotts does not dispute the customer provided proof of purchase and photos of a damaged lawn. Scotts contends that due to the delay in reporting there is no available evidence to confirm the damage was caused by a Scotts product. Scotts will not pay for repairs to a lawn without evidence the damage is related to the use of a Scotts product