Surplus Furniture & Mattress Warehouse - PA

Initial Business Response / [redacted] (1000, 5, 2014/09/03) */ We are no longer pursuing this balance with the customer Business Response / [redacted] (2000, 12, 2014/10/07) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Mr [redacted] has since been in contact with our company regarding the balance on the accountBoth parties have agreed to settle the bill and have resolved the situationWe appreciate Mr [redacted] 's past business and are happy to have this situation resolvedWe hope Mr [redacted] considers us for his future lawn care needs when he returns to the area Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received statement showing the balance has been removed as agreed to with themIssue has been resolved satisfactory

We are in the process of selling our home, and the new buyers requested that we have the HVAC inspected and serviced any deficienciesThe service technician from Quality Heating and Cooling arrived at our home as per the scheduled appointmentAt this time I proceeded to tell him that the HVAC system is an older model, and that seeing as how I inherited the house less than a year ago and had not had any issues with the system, I was unaware of the last maintenance on the actual unit or of any issues that would need to be fixedI also let him know that if any issues were found during his inspection, we would like to have them fixed for the buyerAfter his inspection of the furnace in the attic, the technician came into my home and explained to me that there were some major issues that needed to be addressedBefore even allowing me to react to these or begin to question him on how to address the issues, he stated to me that Quality may not be the company for me because he wasn't going to lie on an inspection form on my behalf in order to avoid the costs of repairI was very taken aback by this due to the fact that I told him that we were willing to fix anything that was found as we had not had it inspected when we moved inHe once again started stating the problems that he foundI was very offended by this technician's assumption that my husband and I would go out of the way to have him lie for us in order to avoid any costs to repair our HVAC system or to somehow dupe the buyers of our homeThat was in no way our incentive, and we would never consider such a thingIf we hadn't wanted it to be in good condition for the new buyers, we would not have allowed the condition of the inspection and servicing of the systemFor this man to come into my home and accuse me of being a liar made me extremely angry, and I asked him to leaveHe attempted to explain to me that apparently other customers attempt to have them falsify their inspection findingsI do not feel as if I should be grouped in with what I imagine is a small percentage of clientele that choose to conduct their business in such a deceitful mannerAs much as I enjoy having my integrity questioned by an air conditioning technician that doesn't know me from Adam, I told him to leave my home, and we took our business elsewhereHe did not collect any payment before leaving, so I called the office to ensure that I did not owe them anything for his trouble of climbing into the atticAfter hearing the issue, the female on the phone proceeded to tell me that it wasn't the technicians fault that he assumed that I was a liar because they get this fairly often from other people trying to sell their homeObviously the office end saw no issue with his misguided assumption eitherShe then called my husband and attempted to set up a time for the technician to come back out because now they'd like to service our home and provide us with HVAC servicesThat's a poor attempt to rectify a situation that was easily avoidableNobody from Quality will ever be allowed to do business on my property, and I will make sure that I point out their customer service to anyone asking for HVAC references in the future

Initial Business Response / [redacted] (1000, 5, 2014/09/05) */ Contact Name and Title: [redacted] OpsMgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @spring-green.com Our call tracking software records indicate that the customer called our inbound call center on 7/10/This was the first inbound call we received from the customer in 2014, which indicates the customer's record of the situation to this point is inaccurateAt this time he contacted us because his lawn still had weeds and crabgrass, now he had burn marks and still a manager had not followed up with himThis was the first request we received from the customer for a manager follow upOur representative told the customer the manager would follow up with him to address his other concerns-which he did call the next dayThey both agreed to meet on the property on 7/15/to discuss the customer's concerns, even though the customer had not yet paid any portion of his bill for the entire year During the visit to the customer's property we found that the issues on the customer's lawn were from things out of our control, specifically, poor quality sod being laidIn an effort to go "above and beyond" for the customer, we upgraded his program and offered to core aerate and over-seed the customer's lawn at no charge-even though he had not yet paid a single bill for the season Ultimately, it was the customer's decision to cancel our service and not pay the balance on his accountAt this time we will agree to credit the customer's outstanding balance of $and consider the matter closed

The 1st application of weed & feed was not so goodOnce they added the weed & feed I needed to call them back two to three weeks later to the whole yard again as no weeds were killed, the yard looks like a sea of yellowThey are coming back this week so I will let you know how things goes To be continued

Spring-Green and our customers do not work under contract, the service is a verbal agreement The specific services are selected by the customer and renew on a yearly basis The verbal agreement works scheduled visit to scheduled visit and season to season The customer can notify our company to cancel at any time if they are not satisfied This premise, along with our 100% satisfaction guarantee is explained at the time of purchase The verbal agreement is also printed on every invoice, statement, and marketing material distributed to our customer base Spring-Green provides each customer their annual schedule in between seasons, along with an opportunity to save 10% off their services in December and February of each year The letter also states to contact us if any changes are to be made Spring-Green guarantees satisfaction with the results of our applications Our first priority is to continue to work with the customer to meet their level of satisfaction Spring-Green was not made aware that the customer had made other arrangements regarding the property our company was hired to treatUltimately, the customer chose to cancel our services and refuse paymentSpring-Green followed the proper service instructions given to us and the property benefitted from services provided Ms [redacted] has been a valued customer of ours for many yearsWe offered to settle the bill with the customer for a lesser amount in an effort to resolve the matterWhile we did follow all instructions given to us and the property did benefit from service provided, we do respect Ms [redacted] ’s position and the business relationship forged over seasons of continued serviceSpring-Green will cancel efforts to collect these chargesI hope Ms [redacted] will consider Spring-Green for her future lawn care needs

Mrs [redacted] has been a valued customer of ours since March of Spring-Green and our customers do not work under contract, the service is a verbal agreement The specific services are selected by the customer and renew on a yearly basis The verbal agreement works scheduled visit to scheduled visit and season to season The customer can notify our company to cancel at any time if they are not satisfied This premise, along with our 100% satisfaction guarantee is explained at the time of purchase The verbal agreement is also printed on every invoice, statement, and marketing material distributed to our customer base Spring-Green provides each customer their annual schedule in between seasons, along with an opportunity to save 10% off their services in December and February of each year The letter also states to contact us if any changes are to be made Likewise, Mrs [redacted] was notified twice prior to service beginning in to notify us if changes were to be made to the accountRegarding the customer’s claim of chemical burn, the customer notified us of potential damage as they cancelled their accountThey did provide pictures and it was determined that based on the pictures, it was more likely to be a lawn diseaseWe have investigated other properties treated that day on that route and were unable to find damage while also noticing recovery in the Mrs***’s lawn due to wateringThese facts do not fit the profile a chemical burn, but instead of a lawn disease called leaf blight that was verified to be present in the customer’s lawn and is often tracked through the lawn on the wheels of lawn mowersThe customer did also order an application of Mosquito Protection for $The customer did cancel this service before it was completedThis is our mistake and we have no interest in pursuing that portion of their $balanceThe remaining portion of the $balance is validSpring-Green guarantees satisfaction with the results of our applications Our first priority is to continue to work with the customer to meet their level of satisfactionSpring-Green was not made aware that Mrs [redacted] had made other arrangements or was dissatisfied with the service regarding the property our company was hired to treatUltimately, Mrs [redacted] chose to cancel our services and refuse paymentSpring-Green followed the proper service instructions given to us including notification the day prior to service being completed and the property benefited in over $worth of serviceThe [redacted] family have been valued customers of oursEven after the customer cancelled their service we still made attempts to work with Mrs [redacted] to identify ongoing lawn issuesWhile she did not agree with our assessment, our desire still remains to resolve any dispute the customer hasWe do respect Mrs [redacted] position and the business relationship forged over the past several yearsIn an effort settle this dispute, once payment is received in the amount of $already agreed to by Mrs***, we will cancel our efforts to collect any of the remaining balanceWe hope the [redacted] family considers Spring-Green for their future lawn care needs

Mr [redacted] has been a valued customer of ours since May of We certainly apologize that the customer’s recent experience has not been satisfactoryOur intention is always to provide service that exceeds our customers’ expectationsIn the event that we are notified of a customer’s dissatisfaction, our intent is always to make it rightWhen the customer notified us of an issue, we did have a manager visit the propertyThis manager did leave comments and recommendations that the customer could utilize to improve their lawns condition, this took place after the customer had requested to cancel their accountThe service that took place on 3/did so because we had not received any notification to cancel prior to that dateThe customer had contacted us that same day to cancel their service, and the application had already been completedPrior to the cancellation of service on March 28th, the customer had not once mentioned dissatisfaction with their weeds, dating back to when service started in Spring Green guarantees the results of our applications through free service callsIn the event that a customer is not satisfied with an application, we ask that they wait 10-days after the application has been completed, if the weeds are not curling or browning, contact us immediately, and we will provide a free service callThis premise is outlined on each invoice left with the customer and has been a main reason for Spring Green’s thousands of satisfied customers We certainly wish we had an opportunity to continue to work with the customer to resolve any issuesHowever, the customer opted to cancel their service before we had the chance to make it rightWe respect the customer’s decision and while the customer’s property did benefit from the application, we will not pursue that balanceIn regards to the key, I have checked with our service team, they do not nor ever had a key to the customer’s gateOur representative has communicated this to the customer on multiple occasionsWe believe it is their landscaper that may have a key to their gateWe do appreciate the customer’s past business, and we hope that they will consider us for their future lawn care needs

Complaint: [redacted] I am rejecting this response because: No1, you do have the key as I gave the key to the pest control person who would spray the perimeter of our home for ants The reason I gave him the backyard gate key is because he would jump the fence to get into the backyard He was absolutely amazing and always did a great job The key is attached to a plastic orange tab with my name on it Your pest control man probably was the hardest worker I have ever met For his safety I gave him a key because I didn't want him to hurt himself jumping the back fenceI really need that key back as I only had two keys for that gate Your company has provided pest control for us a long time Maybe it's in the pest control office or division If you happen to locate that, we accept your offer Sincerely, [redacted]

Mr*** contacted our company on 4/21/Mr*** activated a lawn care program consisting of lawn treatments and a grub preventative treatmentHe requested the applicator meet with him on the first treatment and to give him recommendations for his propertyThe state certified applicator
did meet him as requested and left recommendations on the customer’s invoice with additional service recommendations on 4/25/The applicator did not have time however, to visit Mr***’s other property (On Oak Ridge Avenue)The applicator asked Mr*** to contact the office to set up an appointment for his other propertySpring Green provided an evaluation to that property the next day (4/26/2016)We have not since spoken to Mr*** regarding the Oak Ridge property, no services have been performed hereNo bill is due for that propertyHowever, the services performed at the Electric Avenue property were authorized and the bill is validSpring-Green guarantees satisfaction with the results of our applications. Our first priority is to continue to work with the customer to meet their level of satisfaction. Spring-Green was not made aware that Mr*** had made other arrangements regarding the property our company was hired to treatUltimately, Mr*** chose to cancel our services and refuse payment. Spring-Green followed the proper service instructions given to us and the property benefitted in over $in value worth of serviceWhile we did follow all instructions given to us and the property did benefit from over $in value in service provided, we do respect Mr***’s position and the business relationship forgedSpring-Green will agree to settle these charges upon receipt of the previously agreed upon amount ($34.95)I hope Mr*** will consider Spring-Green for his future lawn care needs

Initial Business Response /* (1000, 5, 2014/09/30) */
Spring-Green guarantees satisfaction with the results of our applicationsOur first priority is to continue to work with the customer to meet their level of satisfactionSpring-Green will cancel efforts to collect these charges upon
receipt of payment for the grub controlI hope Mswill consider Spring-Green for any future lawn care needs
Consumer Response /* (3000, 14, 2014/11/06) */
11/5/
I paid this in full like Spring Green and I agreed upon and they (spring green) keeps calling and sending me letters that I am delinquent and need to pay $
I would like them to leave me alone since this was paid in full$for the grub controlThank you
Business Response /* (4000, 16, 2014/11/06) */
We did apply the credit to the customer's account and attempted to call customer letting them know the account was currentWe did leave a message to this effect for the customer and have not heard back from the customer regarding the message left
Per our agreement, we would credit the bill in question after receipt of payment for the unquestioned billWe recently received this payment and the credit has been appliedThere is currently no balance due

Initial Business Response /* (1000, 8, 2014/09/26) */
Mrhas been a valuable customer with us since Mrhas instructed us to contact and or leave a voice mail on the day prior to servicing his lawn since that timeSpring-Green has followed Mr.'s instructions for approximately services
during that spanOur business does experience periodic price increases from time to time in order to keep pace with rising material and fuel costsWhenever, an increase has taken place, we have notified Mrfive months in advance of his next serviceThe price increase is reiterated in writing days prior to the next service, and a phone call is made the day before each service outlining the application and priceWe have happily done business with Mrin this fashion for more than years
We performed service for Mron the following dates: April 2, April 29, and May We called the day prior to each application as per our agreement with Mr
On September 2, 2014, and at no time prior to this date, we received notification to cancel the customer's service via mail indicating he no longer lived there and would not be paying the bill
Spring-Green guarantees satisfaction with the results of our applicationsOur first priority is to continue to work with the customer to meet their level of satisfactionSpring-Green was not made aware that Mrhad made other arrangements regarding the property our company was hired to treatUltimately, Mrchose to cancel our services and refuse paymentAlthough, Spring-Green followed the proper service instructions given to us by Mrand the property benefitted from over $in services, we do respect Mr.'s position and the business relationship forged over seasonsSpring-Green will cancel efforts to collect these chargesI hope Mrwill consider Spring-Green for any future lawn care needs

Initial Business Response /* (1000, 5, 2014/09/05) */
Contact Name and Title: *** *** OpsMgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@spring-green.com
Our call tracking software records indicate that the customer called our inbound call center on 7/10/This was the first
inbound call we received from the customer in 2014, which indicates the customer's record of the situation to this point is inaccurateAt this time he contacted us because his lawn still had weeds and crabgrass, now he had burn marks and still a manager had not followed up with himThis was the first request we received from the customer for a manager follow upOur representative told the customer the manager would follow up with him to address his other concerns-which he did call the next dayThey both agreed to meet on the property on 7/15/to discuss the customer's concerns, even though the customer had not yet paid any portion of his bill for the entire year
During the visit to the customer's property we found that the issues on the customer's lawn were from things out of our control, specifically, poor quality sod being laidIn an effort to go "above and beyond" for the customer, we upgraded his program and offered to core aerate and over-seed the customer's lawn at no charge-even though he had not yet paid a single bill for the season
Ultimately, it was the customer's decision to cancel our service and not pay the balance on his accountAt this time we will agree to credit the customer's outstanding balance of $and consider the matter closed

I am writing to relay my plus years experience with Spring GreenFor most of our business relationship, it was good Service given, product working on lawn, no problemsAbout years ago, problems started as it relates to their product not working for Crab Grass or Grub/insect controlI am paying roughly $a year for all treatments Last year they came out several times to "Re-apply " for the crab grass and this year with the same issue, I refuse to pay for treatment that does not work, they will not credit or find happy mid ground, ,Half payment but treat lawn, but today informed me that they are cancelling my account due to my "Foul language" on the phone Yes I guess I did lose my cool when trying to get service for the $$$ I payPeople offended by language give me break!! this is the modern day Customer Service repYoung Milleneial that has been brought up to be offended by words ( Them sending letters for collection on service that did not work) years of being what I thought was a good customer until their treatment / product stopped working then I am an issue, they are happy to cut ties and move on, while still not backing their treatmentI guess I should be happy I wont have to battle with them every year over lack of true service and actually getting value of business relationshipBuyer beware! Spring Green in Plainfield ILdoes not back their product, and is poorly mangedJust one mans opinion who has paid them Roughly $6,over 13-years, I think I have that right as a customerGood Riddance !!!!!

Initial Business Response /* (1000, 5, 2014/09/03) */
We are no longer pursuing this balance with the customer
Business Response /* (2000, 12, 2014/10/07) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also
stated:

Initial Business Response /* (1000, 5, 2014/09/30) */
Spring-Green guarantees satisfaction with the results of our applicationsOur first priority is to continue to work with the customer to meet their level of satisfactionSpring-Green will cancel efforts to collect these charges upon receipt
of payment for the grub controlI hope Mswill consider Spring-Green for any future lawn care needs
Consumer Response /* (3000, 14, 2014/11/06) */
11/5/
I paid this in full like Spring Green and I agreed upon and they (spring green) keeps calling and sending me letters that I am delinquent and need to pay $
I would like them to leave me alone since this was paid in full$for the grub controlThank you
Business Response /* (4000, 16, 2014/11/06) */
We did apply the credit to the customer's account and attempted to call customer letting them know the account was currentWe did leave a message to this effect for the customer and have not heard back from the customer regarding the message left
Per our agreement, we would credit the bill in question after receipt of payment for the unquestioned billWe recently received this payment and the credit has been appliedThere is currently no balance due

Initial Business Response /* (1000, 5, 2015/06/09) */
Mr*** has been a valued customer of ours since April of As we do for all of our customers each season, we notified the customer in writing twice by mail of the scheduled services and prices for the upcoming seasonSpring
Green Lawn Care provided the scheduled applications of lawn care on 3/18/& 4/22/An application of pest control was applied on 4/27/These are services Spring Green Lawn Care has a history of doing for the ***'We called the customer on 4/regarding a recommendation we had for his propertyAt this time, the customer made us aware that they no longer wished to use our serviceAt no time prior to this did Mr*** indicate that our services were no longer needed
Spring-Green guarantees satisfaction with the results of our applicationsOur first priority is to continue to work with the customer to meet their level of satisfactionSpring-Green was not made aware that Mrhad made other arrangements regarding the property our company was hired to treatWhile we respect the customer's right to choose an alternative provider, some form of notification to discontinue the service is requiredAlthough, Spring-Green followed the proper service instructions given to us by Mr*** and the property benefitted from over $in services, we do respect Mr***' position and the business relationship forged over seasonsSpring-Green will cancel efforts to collect these chargesI hope Mr*** will consider Spring-Green for any future lawn care needs
Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I made ABSOLUTELY CLEAR each season that I would call and authorize before any service is done to my propertyThis year I did not want their service and therefore their assumption to continue without my expressed consent was WRONG
However I do accept that cancel the billings for services I NEVER AUTHORIZED and will never use them again!

Spring-Green and our customers do not work under contract, the service is a verbal agreement.  The specific services are selected by the customer and renew on a yearly basis.  The verbal agreement works scheduled...

visit to scheduled visit and season to season.  The customer can notify our company to cancel at any time if they are not satisfied.  This premise, along with our 100% satisfaction guarantee is explained at the time of purchase.  The verbal agreement is also printed on every invoice, statement, and marketing material distributed to our customer base.  Spring-Green provides each customer their annual schedule in between seasons, along with an opportunity to save 10% off their services in December and February of each year.  The letter also states to contact us if any changes are to be made.    Spring-Green guarantees satisfaction with the results of our applications.  Our first priority is to continue to work with the customer to meet their level of satisfaction.  Spring-Green was not made aware that the customer had made other arrangements regarding the property our company was hired to treat. Ultimately, the customer chose to cancel our services and refuse payment. Spring-Green followed the proper service instructions given to us and the property benefited from services provided.   Mr. [redacted] has been a valued customer of ours for many years. While we did follow all instructions given to us and the property did benefit from over $640 in service, we do respect Mr. [redacted]’s position and the business relationship forged over 4 seasons of continued service. Spring-Green will cancel efforts to collect these charges. I hope Mr. [redacted] will consider Spring-Green for her future lawn care needs.

Spring-Green and our customers do not work under contract, the service is a verbal agreement.  The specific services are selected by the customer and renew on a yearly basis.  The verbal agreement works scheduled...

visit to scheduled visit and season to season.  The customer can notify our company to cancel at any time if they are not satisfied.  This premise, along with our 100% satisfaction guarantee is explained at the time of purchase.  The verbal agreement is also printed on every invoice, statement, and marketing material distributed to our customer base.  Spring-Green provides each customer their annual schedule in between seasons, along with an opportunity to save 10% off their services in December and February of each year.  The letter also states to contact us if any changes are to be made.    Spring-Green guarantees satisfaction with the results of our applications.  Our first priority is to continue to work with the customer to meet their level of satisfaction.  Spring-Green was not made aware that the customer had made other arrangements regarding the property our company was hired to treat. Ultimately, the customer chose to cancel our services and refuse payment. Spring-Green followed the proper service instructions given to us and the property benefitted from services provided.   Ms. [redacted] has been a valued customer of ours for many years. We offered to settle the bill with the customer for a lesser amount in an effort to resolve the matter. While we did follow all instructions given to us and the property did benefit from service provided, we do respect Ms. [redacted]’s position and the business relationship forged over 4 seasons of continued service. Spring-Green will cancel efforts to collect these charges. I hope Ms. [redacted] will consider Spring-Green for her future lawn care needs.

The 1st application of weed & feed was not so good. Once they added the weed & feed I needed to call them back two to three weeks later to re-do the whole yard again as no weeds were killed, the yard looks like a sea of yellow. They are coming back this week so I will let you know how things goes. To be continued.