Surplus Furniture & Mattress Warehouse - PA

Mr. [redacted] has been a valued customer of ours since May of 2012. We certainly apologize that the customer’s recent experience has not been satisfactory. Our intention is always to provide service that exceeds our customers’ expectations. In the event that we are notified of a...

customer’s dissatisfaction, our intent is always to make it right. When the customer notified us of an issue, we did have a manager visit the property. This 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 account. The service that took place on 3/28 did so because we had not received any notification to cancel prior to that date. The customer had contacted us that same day to cancel their service, and the application had already been completed. Prior 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 2012. Spring Green guarantees the results of our applications through free service calls. In the event that a customer is not satisfied with an application, we ask that they wait 10-14 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 call. This 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 issues. However, the customer opted to cancel their service before we had the chance to make it right. We respect the customer’s decision and while the customer’s property did benefit from the application, we will not pursue that balance. In regards to the key, I have checked with our service team, they do not nor ever had a key to the customer’s gate. Our representative has communicated this to the customer on multiple occasions. We believe it is their landscaper that may have a key to their gate. We do appreciate the customer’s past business, and we hope that they will consider us for their future lawn care needs.

Initial Business Response /* (1000, 5, 2015/09/10) */
Mr. [redacted] has since been in contact with our company regarding the balance on the account. Both parties have agreed to settle the bill and have resolved the situation. We appreciate Mr. [redacted]'s past business and are happy to have...

this situation resolved. We hope Mr. [redacted] considers us for his future lawn care needs when he returns to the area.
Initial Consumer Rebuttal /* (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 them. Issue has been resolved satisfactory.

Initial Business Response /* (1000, 13, 2015/03/26) */
Dear Revdex.com,
We cannot locate any active or former account under the name [redacted] with our franchise. Please have Mr. [redacted] respond with the physical address at where this issues took place.
Thank you,
[redacted]...

[redacted]
Spring-Green Lawn Care
[redacted]@spring-green.com

Initial Business Response /* (1000, 5, 2014/09/05) */
Contact Name and Title: [redacted] Ops. Mgr.
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@spring-green.com
Our call tracking software records indicate that the customer called our inbound call center on 7/10/2014. 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 inaccurate. At 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 him. This was the first request we received from the customer for a manager follow up. Our representative told the customer the manager would follow up with him to address his other concerns-which he did call the next day. They both agreed to meet on the property on 7/15/2014 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 laid. In 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 account. At this time we will agree to credit the customer's outstanding balance of $182.50 and consider the matter closed.

Complaint: [redacted]
I am rejecting this response because: No. 1, 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 fence.
I 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]

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 satisfaction. He/she also stated:

I have been a Spring Green Lawn Care customer for several years. Up until this year, my lawn has flourished under Spring Green care. This year, as a result of Spring Green treating my lawn, it has gone from lush and green to a patchy, mostly dead grass. My yard went from being the best looking yard to a hot mess and Spring Green refuses to do anything to undo the damage they have done to my lawn.

Mrs. [redacted] has been a valued customer of ours since March of 2014. 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 2016 to notify us if changes were to be made to the account. Regarding the customer’s claim of chemical burn, the customer notified us of potential damage as they cancelled their account. They did provide pictures and it was determined that based on the pictures, it was more likely to be a lawn disease. We have investigated other properties treated that day on that route and were unable to find damage while also noticing recovery in the Mrs. [redacted]’s lawn due to watering. These 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 mowers. The customer did also order an application of Mosquito Protection for $100. The customer did cancel this service before it was completed. This is our mistake and we have no interest in pursuing that portion of their $411.12 balance. The remaining portion of the $311.12 balance is valid. 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 Mrs. [redacted] had made other arrangements or was dissatisfied with the service regarding the property our company was hired to treat. Ultimately, Mrs. [redacted] chose to cancel our services and refuse payment. Spring-Green followed the proper service instructions given to us including notification the day prior to service being completed and the property benefited in over $300.00 worth of service. The [redacted] family have been valued customers of ours. Even after the customer cancelled their service we still made attempts to work with Mrs. [redacted] to identify ongoing lawn issues. While she did not agree with our assessment, our desire still remains to resolve any dispute the customer has. We do respect Mrs. [redacted] position and the business relationship forged over the past several years. In an effort settle this dispute, once payment is received in the amount of $84.95 already agreed to by Mrs. [redacted], we will cancel our efforts to collect any of the remaining balance. We hope the [redacted] family considers Spring-Green for their future lawn care needs.

On the first application (by hose) the driver was angry because the salesman had screwed up the sq. footage and ruined his schedule! The second application was a 4 wheeler with granular hopper. Instead of keeping the hopper filled the driver bounced the machine all over the yard and at every bouncing the grass was burned dead! The rest of the yard the application was so thin it did nothing to improve growth! I took pics from my rooftop for reference. After another application and bouncing, where I took out a vacuum to suck up the clumps of pellets throughout my yard!!! I called to complain and by now crabgrassand other weeds were coming up! The tech asked me "What do you expect from your lawn"? I wanted it equally green and no new weeds popping up. In his writeup he actually wrote to even up the color! Not poor ferilizer application and a couple green patches and many burned patches from pellets! After a series of complaints they decided to apply things correctly and things greened up at the end of the year. But the damage was done! Also one of the techs wrote an estimate on my bill for aerating my yard. I [redacted] the number he left and it was a number to a private Tree Service! He was trying to do business on the side with me! As much as I asked it was impossible to get a 24 hour advanced notice from these guys! The sub contractor was [redacted] out of the[redacted] , Il. office.

Wish I would have done more research on these guys. They applied their stuff on my yard and I wind up with more weeds than I had when they started. Told the guy when they were out the second time that I had weeds in my yard that they said would be gone within 12 days. Weeds were still there when they came for the second application and I told the guy I was getting upset about it. Said no problem, he would get them. 3 weeks later I have even MORE weeds. Called to complain and whoever answers the phone said I was yelling at her so I told them to stop service. I've sent 3 emails to them trying to get someone else to work with me but that hasn't worked either. What a rip off.

We are in the process of selling our home, and the new buyers requested that we have the HVAC inspected and serviced any deficiencies. The service technician from Quality Heating and Cooling arrived at our home as per the scheduled appointment. At 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 fixed. I also let him know that if any issues were found during his inspection, we would like to have them fixed for the buyer. After 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 addressed. Before 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 repair. I 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 in. He once again started stating the problems that he found. I 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 home. That was in no way our incentive, and we would never consider such a thing. If 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 system. For this man to come into my home and accuse me of being a liar made me extremely angry, and I asked him to leave. He attempted to explain to me that apparently other customers attempt to have them falsify their inspection findings. I 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 manner. As 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 elsewhere. He 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 attic. After 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 home. Obviously the office end saw no issue with his misguided assumption either. She 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 services. That's a poor attempt to rectify a situation that was easily avoidable. Nobody 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 /* (1000, 8, 2014/09/26) */
Mr. has been a valuable customer with us since 2000. Mr. has instructed us to contact and or leave a voice mail on the day prior to servicing his lawn since that time. Spring-Green has followed Mr.'s instructions for approximately 111...

services during that span. Our business does experience periodic price increases from time to time in order to keep pace with rising material and fuel costs. Whenever, an increase has taken place, we have notified Mr. five months in advance of his next service. The price increase is reiterated in writing 90 days prior to the next service, and a phone call is made the day before each service outlining the application and price. We have happily done business with Mr. in this fashion for more than 14 years.
We performed service for Mr. on the following dates: April 2, April 29, and May 30. 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 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 treat. Ultimately, Mr. chose to cancel our services and refuse payment. Although, Spring-Green followed the proper service instructions given to us by Mr. and the property benefitted from over $190 in services, we do respect Mr.'s position and the business relationship forged over 15 seasons. Spring-Green will cancel efforts to collect these charges. I hope Mr. will consider Spring-Green for any future lawn care needs.

Initial Business Response /* (1000, 5, 2015/06/25) */
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 Mr. [redacted] had made other arrangements regarding the property our company was hired to treat. Ultimately, Mr. [redacted] chose to cancel our services and refuse payment. Spring-Green followed the proper service instructions given to us and the property benefitted in over $100.00 worth of service.
Mr. [redacted] has been a valued customer of ours for many years. The offer to split the bill at $50.00 is an attempt to resolve things diplomatically as we feel this is fair to both parties. While we did follow all instructions given to us and the property did benefit from over $100 in service provided, we do respect Mr. [redacted]' 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 his future lawn care needs.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am sorry for the confusion and am grateful that Spring Green agreed to stop the collection of the balance of $100. I will definitely consider Spring Green in the future.

Revdex.com:
The businesses response is not factual since they did not contact me prior to their arrival to my property. However since they have made the correct decision not to bill me I will accept their response. 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We purchased a mattress from this store in dec. 2014 . It was bought on the 16 th was asked if car seats folded down we said no . My husband picked it up the next night after work with truck . He brought it home I was shocked it was rolled up and sealed in plastic , it looked like an area rug! We unrolled it and placed it on bed. . He was told it needed 24 hrs to reinflate so we left it alone . We slept in it the next night . It was so hard and has a roll in the middle I kept feelin like I was gonna roll out of bed . We couldn't sleep in it wound up sleeping elsewhere in the house . We gave it the benefit of the doubt and tried sleeping in it a couple more nights couldn't do it so we put old mattress back on bed. . By this time christmas break was on so we had to wait til after christmas to call about bed . I called the store asked for [redacted] was told by [redacted] he was no longer with business could he help me I told him the problem he gave me head office number. . I called it got a voice mail for a [redacted] left a message and within 15 mins got a call from [redacted]. [redacted] I told him the problem his response was too bad you bought it put it on [redacted] and go buy a new mattress because thier policy is 3 days . I said ehat why were we not told this when we bought it ? He said it's written on your bill , I asked him where ? He said on back . The writing is do faint you can barely see it. .[redacted] I called consumer affairs it was suggested to me to check label on bed I did it's been crossed out in black[redacted]Desired SettlementWe would like our money back in full . [redacted] Business Response [redacted] THE COOL GEL memory foam mattress does come rolled up as do all memory foam mattresses sold by all competitors. That is the beauty of these mattresses. They are easy to transport and swell to full size once the bags are opened with a few hours. We do have the mattresses displayed on the floor for our valued customers to try prior to purchase. I certainly hope that they tried it prior to purchase. Unfortunately, we do not return mattresses as once they are used, they are unsanitary and unsaleable. As the back of our receipts state, mattresses are the only items we can not return. The best I can do is give the customer a great deal on a new mattress. I would even be willing to sell them a new set at cost. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We do not accept this offer to buy another mattress at cost . We want full refund and they take this mattress back. . As for unsanitary reasons go we were forced into buying thier 50.00 mattress cover which we put on as soon as bed inflated. We did try bed in store . When we laid on that one the bed molded to our bodies . The one we have does not. [redacted]. The policy on back of receipt is so faint a person can barely see it I didn't know it was there until I phoned to complain about the bed..[redacted]Final Business Response Unfortunately, offering the customer a mattress at half price is the best we can do as we do not return mattresses. [redacted]