Scott's LawnService - Independently Owned Franchise

[redacted]:First and foremost, I sincerely apologlze for all the Issues you have had with Scotts LawnService. I have reviewedyour email inquiry along with the complaint to the Revdex.com. I have also reviewed your account withus and the dates and services provided.You are...

completely correct In both your complaints and your frustration with us! When you first agreed to haveservice provided by our company, you should have received a Confirmation Letter outlining all of your agreedservices and offering you a discount if you wished to prepay for the entire season. You did not get that letter,however, you apparently talked to someone about it because on November 6, 2013 you did, In fact, pay for theseason at a 5% discountOnce that commitment of 9 services was completed, you should have received a Renewal letter which, again, wouldhave listed your scheduled services and several optional services In case you were Interested. This letter would atsohave offered you a discount for prepayment. You did not get that letter!I make no excuses![redacted], one of the ladies in the office that you had talked to, left rather suddenly for familyreasons, and we had over 300 applicants for her position. That left: me to run the complete office as well as scanapplications and interview potential assistants. Very time consuming! Your second letter would have fallen Into thistlmeframe, and l am afraid It simply fell through the cracks!We did apply a full credit for the last service you received on December 18, 2014, and I will gladly apply the 5%discount on the lime application you received on 7-30-14 and the fertilization you received on 9-09-14 ($8.58).As Office Manager for almost 20 years, I take a lot of pride In the work done by this office and its efficiency! Iconstantly stress customer satisfaction in the office but there are times (hopefully only a few!) when things get putaside or overlooked.I would like to reactivate your account and have you back as a "satisfied" customer by offering you a 10% discounton the 2015 season along with a $20.00 Scotts coupon to use towards any service you may receive. There Is noexpiration date on this coupon. I will make sure that your concerns are met and that ALL correspondence is sent In atimely manner.Again, I do apologize for all of your Issues; we really are a customer-oriented business and will always work with thecustomer on any concern.Hoping that you will give us another chance, feel free to give me a call at [redacted], Ext.[redacted], If you have anyfurther questions.Thank you![redacted]

Review: We were an annual, full package client over 2013-14 of the [redacted] location and paid up-front. I was told that if we renewed again for annual service I would receive a discount.

I contacted Scotts in July 2014, and again in August or September, about renewing; I left voicemails for Rose at least twice but never received a call back from her. We then received 2 services from Scotts w/o my authorization (lime and fertilization in July and September for $171.70). I called again in October, spoke with someone who told me that Rose no longer worked there, and asked to continue our annual package; I was told that someone was preparing the paperwork. At that time I also stressed that I wanted to ensure our lawn was aerated and over-seeded for the fall; I asked if there was still time to do this, and I was told yes. In October and November I received bills for the two July/September services which said my account was seriously overdue and services had been suspended until payment was received. No one signed me up for the annual package, and my yard wasn't aerated or over-seeded for this season.

As a result, my yard wasn't properly cared for 2014-15. I sent them a message via their website and also left a voicemail around December 1, 2014 letting them know that we will no longer be Scott's customers and do not want their services; shortly afterward they left me a voicemail acknowledging our service was cancelled, but that they hadn't yet received the $171.70 (which I had sent them just to be done with them). They made no apologies for their abysmal service, or for providing services I didn't authorize.

Then they did it again on 12/18/14 - they fertilized our yard and sent me a bill for $85.85, despite that the service was cancelled. On 2/1/15 I tried to send an email via their website but instead received an error message; I then left them a voicemail on their office number recapping what happened and letting them know I expect a return call saying that bill is null and that they will not come to our house again.

Business

Response:

[redacted]:First and foremost, I sincerely apologlze for all the Issues you have had with Scotts LawnService. I have reviewedyour email inquiry along with the complaint to the Revdex.com. I have also reviewed your account withus and the dates and services provided.You are completely correct In both your complaints and your frustration with us! When you first agreed to haveservice provided by our company, you should have received a Confirmation Letter outlining all of your agreedservices and offering you a discount if you wished to prepay for the entire season. You did not get that letter,however, you apparently talked to someone about it because on November 6, 2013 you did, In fact, pay for theseason at a 5% discountOnce that commitment of 9 services was completed, you should have received a Renewal letter which, again, wouldhave listed your scheduled services and several optional services In case you were Interested. This letter would atsohave offered you a discount for prepayment. You did not get that letter!I make no excuses![redacted], one of the ladies in the office that you had talked to, left rather suddenly for familyreasons, and we had over 300 applicants for her position. That left: me to run the complete office as well as scanapplications and interview potential assistants. Very time consuming! Your second letter would have fallen Into thistlmeframe, and l am afraid It simply fell through the cracks!We did apply a full credit for the last service you received on December 18, 2014, and I will gladly apply the 5%discount on the lime application you received on 7-30-14 and the fertilization you received on 9-09-14 ($8.58).As Office Manager for almost 20 years, I take a lot of pride In the work done by this office and its efficiency! Iconstantly stress customer satisfaction in the office but there are times (hopefully only a few!) when things get putaside or overlooked.I would like to reactivate your account and have you back as a "satisfied" customer by offering you a 10% discounton the 2015 season along with a $20.00 Scotts coupon to use towards any service you may receive. There Is noexpiration date on this coupon. I will make sure that your concerns are met and that ALL correspondence is sent In atimely manner.Again, I do apologize for all of your Issues; we really are a customer-oriented business and will always work with thecustomer on any concern.Hoping that you will give us another chance, feel free to give me a call at [redacted], Ext.[redacted], If you have anyfurther questions.Thank you![redacted]