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Scotts Lawn Service - Southern Maryland

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Scotts Lawn Service - Southern Maryland Reviews (2)

[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 company misrepresented the services provided. I paid upfront for the services requested during the service period. The company performed an additional service without prior consent.
Regards,
[redacted]

On July 10, 2015 one of our representatives visited Ms
Butler’s home in order to discuss lawn service. The estimate that [redacted]
received outlined both of our lawn programs. 
The first is our Custom Lawn Program; which is 6 services performed over
our service year of February-November. 
For her size lawn, those services would be $68.23 per service.  The other program is our Complete Lawn Care
program. On the estimate the paperwork CLEARLY states that al[redacted] with the 6
Custom applications that is also includes a fall core aeration and a grub-x
control service.  Below those statements
is CLEARLY states 8 services @ $82.00. 
(6 services from Custom Program plus the 2 additional services = 8
treatments). Our estimate also outlines that a soil sample will be taken at
time of the 1st service for analysis. This is an additional
$25.00.  [redacted] signed up for our
Complete Lawn Care program; understanding that we would not perform 2 of the
applications since she was starting so late in the year.
With any new customers, we do require that 1 service and
the soil test be paid prior to the day of our arrival.  [redacted] paid $107.00; as required.  On the afternoon of July 14, 2015, a voicemail
was left on the only contact number [redacted] gave us to list on her
account.  The message left was that her 1st
fertilization and weed control service would be performed on Sept 15, 2015. The
message also stated the SEPARATE grub control application would also be
performed; al[redacted] with the soil test. [redacted] never returned our call to
dispute the message.  The service was
performed on September 15, 2015 by one of our veteran technicians.  A copy of the service invoice, stating each
service performed al[redacted] with products used-notes from the technician-and a
remittance slip for $82.00 was left.
[redacted] NEVER called to ask about the charge, discuss
the charge or dispute the charge.
On Sept 14, 2015
[redacted] called our office in regards to a past due statement that she had
received. The statement reflected the 3 services that were
performed on her property and reflected the payment for 2 of them.  The statement was stamped PAST DUE with a
automated note regarding the delinquency.
[redacted] did NOT dispute that the service was done.  She did NOT dispute that she received the
service invoice left by our technician. 
She repeatedly stated that she was not to be charged because the grub
control was included in her program. 
That is was part of what she signed up for.  I asked her if she had a copy of her estimate
and she said that it was in front of her. 
I reviewed the services, as outlined on the paperwork.  I reviewed the difference between the 6
services and the 8 services.  After a few
moments, [redacted] said that she understood but wasn’t happy.  She said that she didn’t understand that at
the time but would pay the balance due. 
She said that she felt “screwed over”. 
I told her that I was sorry that she felt that way…but that our
paperwork clearly details the services and the service invoice left by the
technician (60 days prior) clearly had the remaining balance.  She never called or I would have gladly
explained it at that time.  She said fine
and hung up.
I have not heard from [redacted] since that telephone
call.
Based on the events, the paper trail and the conversation
that took place, Scotts LawnService will not be adjusting the balance that is
on [redacted]’s account.
Furthermore,
following company protocol, if the balance is not received prior to it becoming
90 days past due, the account will escalate to our 3rd party
collection agency.
Sincerely,
Nancy L[redacted], Office Manager---Scotts LawnService

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