Signature Landscapes

We have lived in Carson City for nine years and Celtic Lawn Care has maintained our front yard There are here every week, do a quick and good job, and clean up after they are done I wouldd highly recommend them to others who live in the area and need reliable lawn care

Initial Business Response / [redacted] (1000, 8, 2015/09/11) */ We were contacted by [redacted] originally regarding tree services that she had hired Signature Landscapes to perform not being completeAfter researching her concern we found that a small portion of the contracted work was not finished and it was agreed upon with her to not finish the work but to issue a creditWe immediately issued an agreed upon credit of $180.00, reducing her original balance from $to $ A portion of the tree work payment was then paid by check but it was returned for non-sufficient fundsPer contract, a fee of $was placed on her accountThe balance that [redacted] does not want to pay is for the $NSF fee and for two mow services done on 7/and 7/at $eachThis balance owed is unrelated (except for the nonsufficient funds charge) to her concern about the unfinished tree workEven so, we will be writing off the $balance on her account to close this matter Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a total, blatant lieThe original contract gave me 20% off, they did not research and find out part of the work was not done and "give me a credit!" This is a lieI did not "bounce a check for insufficient funds," nor was a fee of $applied to my bill! I am not disputing an bounced check of $as I did not bounce a check and it was never placed on my bill!!!! THIS BUSINESS IS LYING - THEY HAVE SIGNED AN AGREEMENT THAT THEIR RESPONSE IS THE TRUTHIT IS NOT AND THEY COULD NEVER PROVE I BOUNCED A CHECK, NOR THAT THEY APPLIED A $FEE TO MY ACCOUNTI WILL BE CONTACTING MY ATTORNEY OVER THIS BLATANT LIE Final Consumer Response / [redacted] (4200, 15, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would also like to add that the original estimate included the 20% discount on part of the work before work even beganAt no time did Signature acknowledge that the entire job was never finished, that I had to clean up the yard after the team left, and never, never, offered me a discountI wrote them letters and left phone messages, which were never acknowledged, never returned and I just kept getting billings with PAST DUE stamped all over themAt this point, because the company lied in their response, I am requesting the entire amount of the service be refundedThis was the worst experience I have ever had with a service businessThey do not care about customer satisfaction and fabricate stories to justify their shoddy work Final Business Response / [redacted] (4000, 17, 2015/09/24) */ To review, a former arborist did offer a 20% discount and when that was brought to our attention, the discount was honoredAdditionally, the service was set up under [redacted] and though it was not her check that was returned, as the client with whom the contract was with, she is responsible for covering the $fee (which we later waived as a courtesy) When [redacted] called in to state that all of the work outlined in the agreement was not complete, we promptly sent out our new ISA certified arborist to examine the work and he determined that a small portion was not completeAs a result, per [redacted] s request, we immediately issued a credit rather than complete the workThe credit issued is acknowledgement that some work needed to be completedEven after we acknowledged her grievance and complied with her previous requests, [redacted] remained upset In an attempt to simply settle the entire matter, we wrote off the balance on her account, which was for for the tree service including the the NSF fee (from her neighbor's returned check)In addition, we wrote off the mow service invoice per [redacted] 's request though that was an entirely separate service with no bearing on the tree service We feel we have been a responsible business and at no point were we dishonest with this clientWe have attempted to resolve this matter fairly and have already complied with the majority of [redacted] 's requests, but find a full refund to be unreasonableWe are unable to fully comply with the client's additional request to refund all fees as work was indeed performed on her propertyWe are hopeful that all of our previous efforts will serve to satisfy [redacted] 's grievanceWe take great pride in our work and regret that [redacted] did not have a satisfactory experience

Initial Business Response / [redacted] (1000, 8, 2015/08/23) */ We have spoken with the [redacted] ' and realized where the misunderstanding was createdIn lieu of doing any more work, we have agreed with them as to the value of the work that was done and they will submit that amount and be satisfied with the responseThanks for the opportunity to get it cleared up Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/08/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Signature was quick to respond to this complaint, and agreeable to options presented to resolve the complaint favorably for both parties We have agreed upon a fair amount acceptable for both parties for the work that was completed, and have paid the balance of that amount to Signature

Initial Business Response /* (1000, 5, 2015/09/21) */
We take any complaints seriously and view them as an opportunity to improve our customer serviceWe reached out to this client to work with him on a resolutionThough sprinkler system education is not typically provided with a turn-on
service, a new tech did agree to perform a system walk-through; however, one was not providedAs a result, we are waiving the service feeWe are pleased that this customer is giving us the opportunity to continue to service his propertyWe have scheduled a winterization and will be performing a sprinkler system walk-through with him at that timeWe look forward to keeping his landscape beautiful for years to come!
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is really the only thing I wantedThanks for your help

Initial Business Response /* (1000, 5, 2015/06/23) */
*** did prepay online for services and she did receive a statement in error showing a balance owed
When a customer uses the *** service the money has to be transferred from our *** account to the customers accountThere was a
error in our system and the money was not transferredWe have since fixed the problem and corrected
***'s accountWe do apologize that she had to contact our office on more than one occasion to get the situation corrected and have addressed that concern
We did receive her online order on 4/1/for an aeration and a yard care serviceThe aeration was scheduled and completed on 4/9/and the yard care service complete on 4/13/
I did speak to *** to apologize for the billing issue and to let her know that I would email her a statement that reflected a zero dollar balance on her accountAgain, we do apologize for our errors and hope that we were able to address and resolve ***'s concerns
Initial Consumer Rebuttal /* (2000, 9, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a corrected, zero-balance invoice as requested
Final Business Response /* (1000, 7, 2015/06/23) */
***Document Attached***

Initial Business Response /* (1000, 8, 2015/06/19) */
*** *** picture of the planter beds is attachedAdditional photos attached of the non-turf area
*** stated she had called our office with no response and had to finally contact an ownerWe have no records in our tracking
system of any prior calls other than that she made a complaint on our *** page stating that we did not clean out her planter beds while we were out mowing and attached a picture of the bedsI responded to her *** complaint as below:
*** hired us for an every other week mowing only service ($each time which is the 'friends and family' rate) which does not include the cleaning of planter bedsI called to inform *** that planter bed clean out was not part of her mowing serviceShe did not answer and a message was left to this effectShe contacted one of our owners that she knows, ***He explained to her that the mow service is just that - mow service only and that if she wanted to hire us for yard clean up, we could give her a quote to add that serviceShe declinedHe also kindly asked *** to remove her *** post regarding the planter beds since this was not a service she was paying forShe said she would when they conversed but she had not
*** also asked that we mow an area on the side of the houseThe same day *** spoke with ***, he asked me to send a mow crew out to her house and to go ahead and mow the side area this one time as a courtesyI contacted the mow manager and he sent out the mow crew as directed that same dayThe area in question was mowedPlease refer to the two photos which show this area as being predominantly weeds with no irrigationThe crews did not think that section of the side yard was actually a lawn as it was overgrown with weeds, so they were not mowing it previously*** had explained to *** that our mow crews are trained to mow lawns and to not mow heavily weeded areas of a property that would not be consistent with or considered a lawnIt is detrimental to our equipment and unsafe to cut these areas with lawn mowersIt was clear that this area could not be considered a 'lawn'*** did contact me back and stated that she was fine if that was not part of the mow service
Her second complaint was that we did not mow on 5/Because of her first complaint on ***, I was asked to put her service on hold until the issue was resolvedShe was put back on the schedule after her first complaint was resolved for a 6/start date, not 5/which is a Holiday and we did not work(She is on an every other week mow service) She did call on the 26th upset because she was told we would mow on 5/25, but we do not know who made that promiseI informed her that we would try to get someone out that dayI tried to find a crew but we were already fully booked because of the short holiday week and rainsI asked a co-worker to contact her and ask her if we could mow on 6/- the following Monday, her mow dayIt appears from her complaint that she did not receive a callOur employee states she did make the callWhen her mow day came (6/1), we once again did not mow because I received an email from her on 5/stating, "Please cancel my lawn service as of May Your service including your customer service is terribleVery disappointing that I had to beg to get my lawn cut or a return phone call, I was treated like stI will be contacting the Revdex.com and will be filing compliments." Her comments were uncalled for and not reflective of the actual facts regarding her serviceObviously if anyone tells us not to mow their lawn any more as she did on 5/27, we would not go mow her lawn on 6/so we are very unclear on why this is part of her complaint
I was out of the office on 5/but I did respond to her email on 6/and had not heard back from her until we received the Revdex.com complaint
In conclusion, we responded to her each time she called, explained to her what her service entailed and that she was requesting services not included and which could be added if she desiredWe provided a one time free service to mow the weedy areaWe will not include that area as part of an every other week lawn mowing serviceThe bed clean up she requested is also an additional serviceShe has complained to us and the Revdex.com about services she has not paid for and thus this complaint should be resolved and closed in our favorIF you have any other questions, feel free to ask or callWe service over residential clients each month and pride ourselves on our high customer service and low level of complaintsIf the complaints are valid, we stand behind our work and resolve themWe attempted to resolve these complaints fairly
Initial Consumer Rebuttal /* (3000, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Good Morning ***,
I canceled your lawn serviceI apologize that you occurred so many issues while trying to do business with us
I understand your frustration and can not apologize enough for the poor customer service
There were a lot of things that went wrong in handling your account from us all and we will defiantly be addressing these issues
If there is anything we can do, please let me know
Regards,
***
-----Original Message-----
From: ***
Sent: Friday, May 29, 8:PM
To: Julie Ruiz; ***
Subject: Lawn Service
Please cancel my lawn service as of May Your service including your customer service is terribleVery disappointing that I had to beg to get my lawn cut or a return phone call, I was treated like st.I will be contacting the Revdex.com and will be filing compliments
As you can see from one of the emails I received from Signature Landscapes, all of what they wrote back in a response was fabricated I never received any calls from them, I also have caller ID so I would know if there was a missed callThey did not do what they were supposed to do,
To customer satisfactionThey were rude, unprofessional and as I can see now liarsThink twice before doing business with this company
Final Business Response /* (4000, 13, 2015/07/01) */
An email from one of our staff members trying to apologize for whatever the client felt was not done is not proof that we did nothingShe was asking us to provide services she was not paying for and we did as a favor on a one time basis to try to please herWe will refund the entire $that she spent with us over a two month period and four service visitsWe have not fabricated anything and her verbiage is totally and inappropriateWe have not grown to be the largest and most award winning landscape company in the Truckee Meadows by not living up to our wordWe service over residential clients a month and you can see from our record with the Revdex.com that complaints like this are rare
Final Consumer Response /* (2000, 15, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I contacted Signature Landscaping @ the beginning of April to have my yard aerated, and then to set up for mowing and trimming for the summerThe first mow was supposed to be May 8, They came on 04/13/for the aerating for which they quoted me $ I subsequently received a bill for mowing in March for a house I lived in a year ago I then received a bill for my current address for the aerating and mowings in April for $ I called and spoke to Linda several times and told her there was an error in the first bill because I did not live at that address I finally got through to her About the March charge and was credited for that amount.I told her that I did not have any service except the aerating in April, and I would send a check for the $while she researched the other bill I just got my June bill with those same charges on there for April, with a $charge for not paying the bill in full I am done dealing with this company Their billing practices are dishonest and you cannot get through to them My expectation is to pay for services rendered without extra charges for services I did not receive

Initial Business Response /* (1000, 5, 2016/10/06) */
We are very aware of [redacted] complaint. We understand that he is upset. We have an exceptional track record with resolving client issues. Compared to the volume of clients we serve, client issues are minimal. We take each complaint...

seriously.
Additionally, we absolutely do not fabricate information at any level. We pride ourselves on our honesty and integrity.
Billing issues are frustrating for all parties involved. Please know that we are looking into this issue further and will determine next steps on our end shortly.

Initial Business Response /* (1000, 5, 2017/06/01) */
[redacted] has been a Signature Landscapes customer since 2015. We have an automatic service renewal policy that can be cancelled by notifying our offices. Our records indicate that he did call to put his services on hold for the 2016 season...

and that we not service his property until he requested and we obliged and later resumed 2016 services at his request.
This year (2017), as we do annually for all of our clients, we sent out letters notifying clients of the start of service as soon as weather would permit. [redacted] is on that mailing list and a mailer was sent out. He would have needed to call to reinstate the hold for 2017 services otherwise we resume services automatically for the season.
We first started his service on April 3rd and mowed on April 6th, he then called and spoke with [redacted] in our residential service department and requested to have his service put on hold after receiving an automated call that he was on schedule for his turn-on the following day. At this point only the irrigation system turn-on was put on hold as her notes specified that she would make sure the turn-on was in fact on hold. No other services were put on hold at this time.
Then on April 17th we again mowed. [redacted] called in as we were mowing and spoke with [redacted] specifying that he wanted all services put on hold, until he called back to start them again. At that point [redacted] put his mowing on hold, but neglected to also put the Fertilizer & Weed Control service on hold, therefore we went back out again on April 24th to apply fertilizer and weed control, but have not mowed since.
As far as the weed control, effective weed control requires multiple applications at regular intervals. Weed seeds can blow in and are constantly germinating so the initial weed control application would need to be followed up to achieve maximum effectiveness. In addition, the fertilization and weed control service applies to the lawn only and planter bed pre and post emergent application for weed control is an additional service.
Regarding [redacted]'s account, our billing system issued an invoice for two mows at $29.00 and one fertilization and weed control at $51.00.
After reviewing the system notes we have determined that [redacted] is not responsible for the payment of the services as he requested services be held and we did not hold/suspend all services. We apologize for the miscommunication and any inconvenience this may have caused. We manage numerous properties and we have a customer service system that automatically schedules services unless otherwise indicated.
We appreciate [redacted] bringing this oversight to our attention. We are constantly working to improve our customer service systems and will use this as a training opportunity for our team to be more thorough when on the phone with customers regarding service.
If [redacted] decides that he would like to reinstate his service (we'd be delighted), we will generate a new agreement and obtain written approval.
Initial Consumer Rebuttal /* (2000, 7, 2017/06/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They used to call a day before coming to my house, this time they didn't do so. I would like to see them call a day before to avoid any further confusion or miscommunications.

Initial Business Response /* (1000, 8, 2015/09/11) */
We were contacted by [redacted] originally regarding tree services that she had hired Signature Landscapes to perform not being complete. After researching her concern we found that a small portion of the contracted work was not finished and it...

was agreed upon with her to not finish the work but to issue a credit. We immediately issued an agreed upon credit of $180.00, reducing her original balance from $855.00 to $675.00.
A portion of the tree work payment was then paid by check but it was returned for non-sufficient funds. Per contract, a fee of $35.00 was placed on her account. The balance that [redacted] does not want to pay is for the $35.00 NSF fee and for two mow services done on 7/2 and 7/16 at $20.00 each. This balance owed is unrelated (except for the nonsufficient funds charge) to her concern about the unfinished tree work. Even so, we will be writing off the $75.00 balance on her account to close this matter.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a total, blatant lie. The original contract gave me 20% off, they did not research and find out part of the work was not done and "give me a credit!" This is a lie. I did not "bounce a check for insufficient funds," nor was a fee of $35 applied to my bill! I am not disputing an bounced check of $35 as I did not bounce a check and it was never placed on my bill!!!! THIS BUSINESS IS LYING - THEY HAVE SIGNED AN AGREEMENT THAT THEIR RESPONSE IS THE TRUTH. IT IS NOT AND THEY COULD NEVER PROVE I BOUNCED A CHECK, NOR THAT THEY APPLIED A $35 FEE TO MY ACCOUNT. I WILL BE CONTACTING MY ATTORNEY OVER THIS BLATANT LIE.
Final Consumer Response /* (4200, 15, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would also like to add that the original estimate included the 20% discount on part of the work before work even began. At no time did Signature acknowledge that the entire job was never finished, that I had to clean up the yard after the team left, and never, never, offered me a discount. I wrote them letters and left phone messages, which were never acknowledged, never returned and I just kept getting billings with PAST DUE stamped all over them. At this point, because the company lied in their response, I am requesting the entire amount of the service be refunded. This was the worst experience I have ever had with a service business. They do not care about customer satisfaction and fabricate stories to justify their shoddy work.
Final Business Response /* (4000, 17, 2015/09/24) */
To review, a former arborist did offer a 20% discount and when that was brought to our attention, the discount was honored. Additionally, the service was set up under [redacted] and though it was not her check that was returned, as the client with whom the contract was with, she is responsible for covering the $35 fee (which we later waived as a courtesy).
When [redacted] called in to state that all of the work outlined in the agreement was not complete, we promptly sent out our new ISA certified arborist to examine the work and he determined that a small portion was not complete. As a result, per [redacted]s request, we immediately issued a credit rather than complete the work. The credit issued is acknowledgement that some work needed to be completed. Even after we acknowledged her grievance and complied with her previous requests, [redacted] remained upset.
In an attempt to simply settle the entire matter, we wrote off the balance on her account, which was for for the tree service including the the NSF fee (from her neighbor's returned check). In addition, we wrote off the mow service invoice per [redacted]'s request though that was an entirely separate service with no bearing on the tree service.
We feel we have been a responsible business and at no point were we dishonest with this client. We have attempted to resolve this matter fairly and have already complied with the majority of [redacted]'s requests, but find a full refund to be unreasonable. We are unable to fully comply with the client's additional request to refund all fees as work was indeed performed on her property. We are hopeful that all of our previous efforts will serve to satisfy [redacted]'s grievance. We take great pride in our work and regret that [redacted] did not have a satisfactory experience.

Initial Business Response /* (1000, 8, 2015/08/23) */
We have spoken with the [redacted]' and realized where the misunderstanding was created. In lieu of doing any more work, we have agreed with them as to the value of the work that was done and they will submit that amount and be satisfied with the...

response. Thanks for the opportunity to get it cleared up.
Initial Consumer Rebuttal /* (2000, 10, 2015/08/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Signature was quick to respond to this complaint, and agreeable to options presented to resolve the complaint favorably for both parties.
We have agreed upon a fair amount acceptable for both parties for the work that was completed, and have paid the balance of that amount to Signature.

We have lived in Carson City for nine years and Celtic Lawn Care has maintained our front yard. There are here every week, do a quick and good job, and clean up after they are done. I wouldd highly recommend them to others who live in the area and need reliable lawn care.

We requested pre-emergent weed control from this company. They never came and yet they sent us a bill for the service. My husband was home and our back gate was locked when this service was supposedly completed. When we called, they reported that they only did the front yard. Again, this was disputed for the reason above in addition to the fact that we had abundant weed growth in the front. They continue to bill us despite multiple phone calls and asking to speak to a manager (which never happens). My husband thought the issue was finally resolved and he requested an email confirmation. He also requested that we be dropped from their service list; we no longer ever want to deal with this company! Well, we got the email we requested but with another bill attached. Finally, my husband called again last week, asked to speak to a manager about the bill and he was told someone would call us back. Instead of calling us back, they came and provided weed service which we DID NOT authorize. I am sure they will now try to bill for this, too. We want our bill cleared and we want Signature Landscape to take us off their service list with no further contact.Product_Or_Service: Landscape weed controlAccount_Number: [redacted]Desired SettlementClear our bill of the $56.45 they charged for never coming to our house and no charge for the unauthorized service they performed last Friday, June 20.Business Response 02/12/14 Crew went to property and sprayed Pre-Emergent.On 04/11/14 [redacted] called stating we couldn't have done the back because it was locked and that we only did the front. I told him we would credit him $25 for not completing the task, he agreed and said he would send payment when he received a revised invoice. Emailed revised invoice that same day.No response or payments since.On 6/18/14 [redacted] called now saying that we didn't even do the front because he had done it himself. He said he was refusing to pay for any services performed and wanted the rest of the charge completely credited off. Per our routes the front was done and to avoid anymore disputes the balance was written of a new statement mailed with zero balance and all future services deleted out of schedule manager.Consumer Response Sierra Signature Landscape is still calling me and sending me bills. I am not going to pay them for spraying my front yard when I did not ask them to come out. I called about their previous bill and their response was to spray (!) instead of having someone call me back which is what I requested. As I stated in my original complaint I am not going to pay them for a service I did not ask or agree to.Consumer Response My husband had to have major surgery and that is why I was not able to respond to their statement before this. Business Response Account has been cleared out of any charges - please disregard any statements that you may have received.

I called to schedule services to have the arborist look at the trees in my yard for pruning. [redacted], arborist, looked at the trees I had concerns with and told me my birch tree needed a few large limbs removed and needed to be cleaned out in the middle due to a lot of cross branches. He looked at a dead tree in my neighbor's yard that needed limbs cut off hanging in my side of the yard and said he could remove all the dead limbs. He also looked at another tree in my neighbor's yard which had many upper large branches hanging over power lines which run to four different homes. He said he would remove those as well as all the dead limbs in that tree.[redacted] came three separate times to my house, every time he was late, as I had already got his crew going with instructions. The crew did not seem to know what they were doing. The crew left a lot of debris in my yard as well as my neighbor's yard. [redacted] never finished what he said he was going to do and I guess quit his employment with Signature. When I called Signature to ask when they were going to finish, they informed me that [redacted] was no longer there and they would send out a new arborist. [redacted] ([redacted]?), showed up late and it was clear he was not interested in completing the work. He asked me if he could use my ladder which I felt was very unprofessional I told him I would rather he used his own equipment. At that point, it was clear he did not want to perform any work. He then informed me that he did not see that any further work needed to be done. I asked him to leave.I agreed to the estimate based on the work that [redacted] said needed to be performed. This work was not done and the new arborist was not interested in finishing the job. I called office staff and requested the manager to call me and never received a return phone call. I wrote a letter with my complaints indicating I would not pay the balance on my bill until the work was finished. I have paid all of the bill except for $75.Desired SettlementSince the work was not finished and I had to clean up the yard myself and supervise the crew, I believe not paying the final $75.00 is fair. The contracted work was not performed and the staff at Signature are not interested in performing the services I contracted them to do, nor are they interested in discussing it with me. I have repeatedly asked to speak to the manager who refuses to talk to me or return my phone calls.Business Response We were contacted by [redacted] originally regarding tree services that she had hired Signature Landscapes to perform not being complete. After researching her concern we found that a small portion of the contracted work was not finished and it was agreed upon with her to not finish the work but to issue a credit. We immediately issued an agreed upon credit of $180.00, reducing her original balance from $855.00 to $675.00. A portion of the tree work payment was then paid by check but it was returned for non-sufficient funds. Per contract, a fee of $35.00 was placed on her account. The balance that [redacted] does not want to pay is for the $35.00 NSF fee and for two mow services done on 7/2 and 7/16 at $20.00 each. This balance owed is unrelated (except for the nonsufficient funds charge) to her concern about the unfinished tree work. Even so, we will be writing off the $75.00 balance on her account to close this matter. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This is a total, blatant lie. The original contract gave me 20% off, they did not research and find out part of the work was not done and "give me a credit!" This is a lie. I did not "bounce a check for insufficient funds," nor was a fee of $35 applied to my bill! I am not disputing an bounced check of $35 as I did not bounce a check and it was never placed on my bill!!!! THIS BUSINESS IS LYING - THEY HAVE SIGNED AN AGREEMENT THAT THEIR RESPONSE IS THE TRUTH. IT IS NOT AND THEY COULD NEVER PROVE I BOUNCED A CHECK, NOR THAT THEY APPLIED A $35 FEE TO MY ACCOUNT. I WILL BE CONTACTING MY ATTORNEY OVER THIS BLATANT LIE.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I would also like to add that the original estimate included the 20% discount on part of the work before work even began. At no time did Signature acknowledge that the entire job was never finished, that I had to clean up the yard after the team left, and never, never, offered me a discount. I wrote them letters and left phone messages, which were never acknowledged, never returned and I just kept getting billings with PAST DUE stamped all over them. At this point, because the company lied in their response, I am requesting the entire amount of the service be refunded. This was the worst experience I have ever had with a service business. They do not care about customer satisfaction and fabricate stories to justify their shoddy work.Final Business Response To review, a former arborist did offer a 20% discount and when that was brought to our attention, the discount was honored. Additionally, the service was set up under [redacted] and though it was not her check that was returned, as the client with whom the contract was with, she is responsible for covering the $35 fee (which we later waived as a courtesy). When [redacted] called in to state that all of the work outlined in the agreement was not complete, we promptly sent out our new ISA certified arborist to examine the work and he determined that a small portion was not complete. As a result, per [redacted]s request, we immediately issued a credit rather than complete the work. The credit issued is acknowledgement that some work needed to be completed. Even after we acknowledged her grievance and complied with her previous requests, [redacted] remained upset.In an attempt to simply settle the entire matter, we wrote off the balance on her account, which was for for the tree service including the the NSF fee (from her neighbor's returned check). In addition, we wrote off the mow service invoice per [redacted]'s request though that was an entirely separate service with no bearing on the tree service.We feel we have been a responsible business and at no point were we dishonest with this client. We have attempted to resolve this matter fairly and have already complied with the majority of [redacted]'s requests, but find a full refund to be unreasonable. We are unable to fully comply with the client's additional request to refund all fees as work was indeed performed on her property. We are hopeful that all of our previous efforts will serve to satisfy [redacted]'s grievance. We take great pride in our work and regret that [redacted] did not have a satisfactory experience.

I paid for my sprinkler system to be winterized last fall and I paid $50. This spring when I went to turn on the sprinklers the pipes were ruptured because the system had not been properly winterized. It cost me $135 to have it repaired.I asked the company to refund my $50. I could have asked them to pay for the repairs but I did not.Desired SettlementI just want my $50 backBusiness Response We have contacted customer regarding the complaint. We would have warranted the sprinkler winterization had he contacted us and it was due to a improper winterization. We can not tell now that it is fixed why the damaged occurred but we are willing to refund the customers $50.00 per their request, in good faith. Consumer Response OKSo I thought this was resolved but apparently not.This company continues to send me an invoice month after month. In spite of the fact that they have already sent me a refund.They obviously have no idea how to manage their billing and payment systems and should be expelled from your organization.They are cluelessBusiness Response Customers account has been completely zeroed out. Customer has been called to inform him and apologize.

Billing/service/customer service complaint.I was quoted the following prices for service for weed control.$179.00 Pre-emergent application.$75.00 for 1st application post-emergent.$75.00 for 2nd application post-emergent.The 2nd post emergent app was done on a windy afternoon and weeds were sprayed hit and miss. Half of the property appeared to have not been sprayed at all as five days later weeds were unaffected. I called on day 5 and requested that they come back and complete spraying the property and informed them that the invoice I received was improper billing me for a pre-emergent ($179) rather than post-emergent application ($75). My request was forwarded in the form of an email to some mystery person ([redacted]?) that was supposed to call me back. I have called 4 times in 31 days and all I am told is that someone will be calling me back. When I complained that no one has called me back, I am told that I will "just have to wait".I paid the pre-emergent and first post-emergent application invoices as billed. 31 days after my initial complaint, I have not received a phone call or a corrected invoice, which I now am unwilling to pay full price ($75.00) due to lack of delivery of agreed to service.Product_Or_Service: weed controlOrder_Number: JOB [redacted]Desired SettlementI need to be sure that I am first credited the erroneous invoice of $179.00. Also, due to Signature Landscapes lack of interest in resolving this issue, and the extra work that they have caused me in weed removal due to their lack of delivery of product and service, that my account with them as stands, be marked as paid in full, and closed forever. Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Customer was given an estimate for pre-emergent at $179.00 and two post-emergents to be done in April and June at $75.00 each. She also requested that the pre-emeregent be done on 3/4/14 and it was.Customer called on 4/7/14 to have a post emergent done and from our records it was not done until 5/8/14. We did schedule her June visit and it was not done due to wind. Customer called that same day and we went back out and completed the service on 6/25/14. Our customer was billed $179.00 for the June work that should have been billed at $75. I took of the $104.00 overcharge.

We have lived in Carson City for nine years and Celtic Lawn Care has maintained our front yard. There are here every week, do a quick and good job, and clean up after they are done. I wouldd highly recommend them to others who live in the area and need reliable lawn care.","pos-1

I contacted Signature Landscaping @ the beginning of April to have my yard aerated, and then to set up for mowing and trimming for the summer. The first mow was supposed to be May 8, 2016. They came on 04/13/16 for the aerating for which they quoted me $67. I subsequently received a bill for mowing in March for a house I lived in a year ago. I then received a bill for my current address for the aerating and 2 mowings in April for $126. I called and spoke to Linda several times and told her there was an error in the first bill because I did not live at that address. I finally got through to her About the March charge and was credited for that amount.I told her that I did not have any service except the aerating in April, and I would send a check for the $67 while she researched the other bill. I just got my June bill with those same charges on there for April, with a $.90 charge for not paying the bill in full. I am done dealing with this company. Their billing practices are dishonest and you cannot get through to them. My expectation is to pay for services rendered without extra charges for services I did not receive.","neg-1

Earlier this year I purchased an areation service from Reno Lawn and Landscape (Signature Landscapes). I requested this service online and paid for it at that time using [redacted]. Shortly after receiving this service I received a statement in the mail indication I owed them $67 for the service. I called them and told them that I had already paid this through [redacted]. I was told not to worry about it they would take care of it.A few weeks later I requested and received service for my sprinkler system. Shortly after that I received a statement for that service. This statement included the $67 that I had already paid and a late charge for the $67.I again called and explained to them that I had already paid the $67 through [redacted]. I was told not to worry about it they would adjust the charges.I checked my credit card statement a few days ago and I discovered that this company did NOT adjust the billing and again charged me $67 for the service I had already paid for including the late fee. I again called to get this issue resolved. I, again, was told not to worry about it that they would fix this and call me to let me know it has been done.I am still waiting. I gave these people 3 opportunities to resolve this issue and they have faild to do so.I do have a receipt from [redacted] showing the fee was taken from me and given to Reno Lawn and Landscape(Signature Landscapes).Product_Or_Service: AerationDesired SettlementI would like to have my $67 refunded including the late fee charged. I prefer a company check as physical evidence showing the requested refund.Business Response I have done some research and I understand from my staff that the error was due to a computer glitch in our automated billing system for PayPal customers. As a result of this issue, and in order to prevent this from happening in the future, new procedures are being put in place. Please accept my sincere apologies for the recent error in billing, having to call several times to resolve this matter and any inconvenience this may have caused. A check will be cut today and sent out tomorrow for the aeration charge.Consumer Response This company indicated it would mail a check out on Wednesday 09/24. It is now 09/30 and I have not yet received this check. It should not take a week for the mail to go across town.Consumer Response Just to let you know, the company did finally refund the over-charged amount. Thank you for your assistance.Business Response Customers refund in the amount of $67.00 was sent out on 10/3/14. Thank you.

The Lawn service did not completely cut our lawn,when I called several times to get them to come out and complete it they did not return my calls. I was able to contact one of the owners and he got them to come out and complete it but they were very rude to my husband. Then on Memorial Day they were closed and so did not come out (understandably) so I called them on Tuesday morning the 26 th of May and they said they would find someone to come out and do it, but no one showed up. So I emailed [redacted] and called again and left messages. On Wednesday Am still no one had returned my call,I called again. They were very rude and said they would call me when they found someone to do our lawn. Never received a call from them and no one ever came to do our lawn.Desired SettlementI am not paying full service for the days that they did not complete the job and the days they did not do their job.Business Response [redacted] picture of the planter beds is attached. Additional photos attached of the non-turf area.[redacted] stated she had called our office with no response and had to finally contact an owner. We have no records in our tracking system of any prior calls other than that she made a complaint on our [redacted] page stating that we did not clean out her planter beds while we were out mowing and attached a picture of the beds. I responded to her [redacted] complaint as below:[redacted] hired us for an every other week mowing only service ($20 each time which is the 'friends and family' rate) which does not include the cleaning of planter beds. I called to inform [redacted] that planter bed clean out was not part of her mowing service. She did not answer and a message was left to this effect. She contacted one of our owners that she knows, [redacted]. He explained to her that the mow service is just that - mow service only and that if she wanted to hire us for yard clean up, we could give her a quote to add that service. She declined. He also kindly asked [redacted] to remove her [redacted] post regarding the planter beds since this was not a service she was paying for. She said she would when they conversed but she had not. [redacted] also asked that we mow an area on the side of the house. The same day [redacted] spoke with [redacted], he asked me to send a mow crew out to her house and to go ahead and mow the side area this one time as a courtesy. I contacted the mow manager and he sent out the mow crew as directed that same day. The area in question was mowed. Please refer to the two photos which show this area as being predominantly weeds with no irrigation. The crews did not think that section of the side yard was actually a lawn as it was overgrown with weeds, so they were not mowing it previously. [redacted] had explained to [redacted] that our mow crews are trained to mow lawns and to not mow heavily weeded areas of a property that would not be consistent with or considered a lawn. It is detrimental to our equipment and unsafe to cut these areas with lawn mowers. It was clear that this area could not be considered a 'lawn'. [redacted] did contact me back and stated that she was fine if that was not part of the mow service. Her second complaint was that we did not mow on 5/25. Because of her first complaint on [redacted], I was asked to put her service on hold until the issue was resolved. She was put back on the schedule after her first complaint was resolved for a 6/1 start date, not 5/25 which is a Holiday and we did not work. (She is on an every other week mow service) She did call on the 26th upset because she was told we would mow on 5/25, but we do not know who made that promise. I informed her that we would try to get someone out that day. I tried to find a crew but we were already fully booked because of the short holiday week and rains. I asked a co-worker to contact her and ask her if we could mow on 6/1 - the following Monday, her normal mow day. It appears from her complaint that she did not receive a call. Our employee states she did make the call. When her mow day came (6/1), we once again did not mow because I received an email from her on 5/29 stating, "Please cancel my lawn service as of May 27. Your service including your customer service is terrible. Very disappointing that I had to beg to get my lawn cut or a return phone call, I was treated like st. I will be contacting the Revdex.com and will be filing compliments." Her comments were uncalled for and not reflective of the actual facts regarding her service. Obviously if anyone tells us not to mow their lawn any more as she did on 5/27, we would not go mow her lawn on 6/1 so we are very unclear on why this is part of her complaint. I was out of the office on 5/29 but I did respond to her email on 6/1 and had not heard back from her until we received the Revdex.com complaint. In conclusion, we responded to her each time she called, explained to her what her service entailed and that she was requesting services not included and which could be added if she desired. We provided a one time free service to mow the weedy area. We will not include that area as part of an every other week lawn mowing service. The bed clean up she requested is also an additional service. She has complained to us and the Revdex.com about services she has not paid for and thus this complaint should be resolved and closed in our favor. IF you have any other questions, feel free to ask or call. We service over 1200 residential clients each month and pride ourselves on our high customer service and low level of complaints. If the complaints are valid, we stand behind our work and resolve them. We attempted to resolve these complaints fairly.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Good Morning [redacted], I canceled your lawn service. I apologize that you occurred so many issues while trying to do business with us. I understand your frustration and can not apologize enough for the poor customer service. There were a lot of things that went wrong in handling your account from us all and we will defiantly be addressing these issues. If there is anything we can do, please let me know. Regards, [redacted]-----Original Message-----From: [redacted] Sent: Friday, May 29, 2015 8:25 PMTo: Julie Ruiz; [redacted]Subject: Lawn ServicePlease cancel my lawn service as of May 27. Your service including your customer service is terrible. Very disappointing that I had to beg to get my lawn cut or a return phone call, I was treated like st.I will be contacting the Revdex.com and will be filing compliments . As you can see from one of the emails I received from Signature Landscapes, all of what they wrote back in a response was fabricated . I never received any calls from them, I also have caller ID so I would know if there was a missed call. They did not do what they were supposed to do,To customer satisfaction. They were rude, unprofessional and as I can see now liars. Think twice before doing business with this companyFinal Business Response An email from one of our staff members trying to apologize for whatever the client felt was not done is not proof that we did nothing. She was asking us to provide services she was not paying for and we did as a favor on a one time basis to try to please her. We will refund the entire $80 that she spent with us over a two month period and four service visits. We have not fabricated anything and her verbiage is totally false and inappropriate. We have not grown to be the largest and most award winning landscape company in the Truckee Meadows by not living up to our word. We service over 1200 residential clients a month and you can see from our record with the Revdex.com that complaints like this are rare. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)