TaskEasy, Inc.

Hello, I want to apologize for any frustration you're experiencing with your service.  I certainly don't want you or any customer to feel this way.  I have looked into your account and have noticed that landscapers  serviced your property and provided before & after photos of...

the service to show completed work which you can see via the links in your email or through your phone app when looking at the services completed for your property.  It appears you were charged a deposit on 6/11.  Your first job was marked complete on 6/12 and was Auto-Accepted on 6/15.  The second job was completed on 6/19 and Auto-Accepted on 6/22.  Then on 6/25, your services was discontinued and the deposit was refunded.  This refund does take 3-5 business days, so hopefully you have seen it by now, as I have confirmed it was sent.

Upon reviewing the customer's account and the pictures that the TaskEasy contractor provided of the job he performed, it appears that the lawn was significantly overgrown when it was mowed. When lawns are overgrown we generally charge an additional fee because contractors have to mow more than once...

to get the grass down to an acceptable length. However, the contractor did not request an additional fee. When lawns are overgrown there are generally clumps of grass that are left behind on the first service (due to the additional length of the grass) which are then mowed over and further mulched in the subsequent services. Commercial lawn mowers do not generally allow for bagging of long lawn clippings. If lawns are mowed at an interval that keeps up with it's growth, the clippings are small enough to be cut up by the lawn blades of the mower into small shreds that settle down into the soil and are not visible (called mulching). With long lawn clippings from overgrown lawns, it takes a couple of services to shred all clippings small enough to settle or fully mulch into the soil.However, we do agree that our contractor did not blow clippings cleanly enough off of hardscaped surfaces such as the driveway and sidewalks. We have attempted to reach the customer several times to try to offer a solution, but have not been successful. Even though we haven't been able to reach the customer, we have gone ahead and issued a full refund of $51.36 for the service the customer was not satisfied with. We wish the customer luck in finding a lawn mowing service that better meets their needs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Thank you for the timely apology and response. This was well handled.
Sincerely,
[redacted]

To whom it may concern, Please be advised a refund of $116.28 was issued on October 28, 2016, as we explained in the previous email. Refunds can take anywhere from 3-7 business days to show in the customers account. Attached is a screen shot which shows a credit being issued of $116.28 on October 28, 2016. As for the $65.00, please understand that our credit card processing company (Authorize. net) are the ones who have issued the refund which can also take several days to show in the customers account. We attached a link in our previous email that was provided to us by Authorize.net which explained that the issue was on their end.  Thank you,

Please find below our written response we will be mailing Ms. [redacted]. We've also attached it to this complaint:April 4, 2017 Dear [redacted], I understand your concern regarding the security of your payment information. Keeping our customers’ information safe and secure is one of our...

top priorities. In reviewing our records, I could not locate that your payment information was ever captured in our TaskEasy systems. I also checked our credit card authorization system and could not locate any authorizations or charges to your card.  I realize you may have entered your credit card information on our website as you were initiating the order process, however, this information was not retained as your order was never completed and submitted. Please understand that customer profiles are not created until an order is submitted. While orders were started in your name, one was never completed and submitted in your name. We value prospective customers’ privacy, and do not want to add your personal information to a customer profile in our system before you decide to complete and submit an order. Additionally, I was able to find every phone call that was placed to or from the phone number you have provided (480-508-4747). I have no recording of you ever providing us your Visa card information over the phone, or finalizing an order. We see that you used our “Save for Later” functionality when you began an order. Our “Save For Later” functionality allows customers to save their orders and return to it at a later time. TaskEasy doesn’t retain Save for Later orders for us to look up; it’s only saved for customers to complete their on order online. We sent you two emails as a follow up to your “Save for Later” order reminding you to come back to our website to complete your order. We also see that you used our “Contact Us” functionality. Our “Contact Us” functionality on our website does capture customer information to answer questions and inquiries from our customers. Entering information in the “Contact Us” feature does not create a customer profile or a customer order. We recognize that while we corresponded with you via email regarding the various service types we offer due to your use of our “Contact Us” functionality and responding to our emails sent out confirming that you used our “Save for Later” functionality, we were not able to locate ore view your “Save for Later” order when you spoke with us on the phone. Your experience brings to light an issue with our system and we have shared this situation with our development team. We recognize there is an opportunity to improve our customer experience for customers like you who begin an order online but would like to talk to TaskEasy about your order before completing and submitting it. This is something we are unable to do today, which is what created the situations where our service representatives were unable to locate your “Save for Later” order.  Please rest assured that we have done our due diligence to research your issue and have determined that we never retained your Visa card number has you ever entered it online nor did we ever obtain it over the phone, nor did we place a charge on it. We recognize that our system didn’t create an easy user experience for you to complete your order, but because an order was never completed, we didn’t have a customer profile set up for our service representatives to locate when you spoke to us over the phone. Thank you for sharing your experience to help us improve and please accept our apology for the poor customer experience you had with us.  Sincerely, Aaron C[redacted]TaskEasy Project Team801-349-2815

Hello [redacted], Our records show that we did cancel and refund your money, in full.  I've wanted to wait some days to make sure you've received that, and if not, please let me know.  The refund was processed on August 24th.  They typically don't take more than 5 business...

days, so we hope that you've been able to see that reflected on your account. I also want to apologize that our service failed you.  We were not able to place your property with a landscaper soon enough and that's an issue we're taking seriously and looking to fix.  We want all customers and prospective customers to enjoy the service and automated process in their entirety, so I want you to know that we're going to make sure we have issues like this resolved so they don't happen again to the best of our abilities.