The Grounds Guys of Lakewood

I worked very hard to help find a fair and acceptable resolution for this issue; I offered on multiple occasions to meet with [redacted] to go over in person what the expectations were and what she was dissatisfied withEach time I offered to help I was confronted with an insulting responseI offered a discount on service cost that wasvery reasonable for the client to further try to resolve this situation.It is our standard procedure to collect 50% upfront for most jobs like this but I was hesitant to do so with [redacted] as she made it sound like she was struggling financially and I was really trying to helpThe only details discussed in the phone conversation were; what types of services we offered, where her home was located, when we could do the work, and how cost was a big factorWe pride ourselves on helping people, and it's very unfortunate that [redacted] was so unwilling to accept any offer of resolution I did ask my crew about the property damage that was claimed, I was told by my crew that there was absolutely no possibility that they were responsible for the damage described, which I am inclined to believe as that crew is always forthcoming when they do cause damageI told [redacted] that if in fact we were responsible for any such damage we would make repairs After [redacted] states several times that she would not pay, I did inform her that it is our procedure to send any unpaid debt to collections, it had nothing to do with the threat of Revdex.com involvement as she suggests.I stand by my previously offered resolution of a reduced total of $also, we will repair the damaged property if it is something we are responsible forHowever we would like evidence that this damage was not preexisting

Initial Business Response /* (1000, 6, 2015/12/22) */
As I stated in an email I sent regarding services we have credited your account. We had sent you an invoice stating that you had a zero balance. We also contacted our collections agency to remove you from their files. If you are still getting...

any communication from them please let me know. We are a company that cares and I apologize about your experience.

Hello [redacted],While I believe that we performed a significant amount of work for you and made a positive impact on the property, I am exhausted with this situation. This has consumed far to much of my time, so in the interest of moving on we will reduce the price to $250.00 ... My final offer.

Initial Business Response /* (1000, 6, 2015/05/13) */
In the Spring we have two office staff that call all of our previous customers. They do not quote prices. They have a script. They do not even have quoting material with them. We are a company of integrity and I am not sure where this...

information came from.
Secondly we have served this customer in the past and the price she is saying was quoted is not in line with what she has ever paid previously. Her previous price was $39.95.
When my office manager spoke with the customer she I overheard the my manager. I think she handled it correctly. In fact the customer hung up on my office manager, so we thought the matter was over.
We have made the decision to credit the customer for $20 to hopefully brighten her day!

Complaint: [redacted]
I am rejecting this response because:
This past Tuesday afternoon, I received a phone call from someone at your company who felt the need to supply an “impartial third party opinion”. They work for your company, they were calling for your company, and they were fighting for your company – this is the opposite of “impartial”. They stated that I needed to pay immediately over the phone; I replied that I was not comfortable making an instantaneous decision and wanted to seek advisement so that I can make an informed decision. The call essentially ended with them wishing me luck in court. It appears your company has already made a decision and does not seem willing to work with myself and the Revdex.com. Either way, I will not be giving in to threats as I find that unfair, unprofessional, and inappropriate. As upsetting as this phone call was, they did provide me some additional information that I found to be extremely concerning. They shared your notes after our initial conversation when I explained what I did want done to my yard. They stated the only note you put was that my sole concern was that the cost be as low as possible. I never said anything even remotely similar to this – all I stated in regards to price was that ideally the cost wouldn’t be too extreme, but that I did want everything I talked about complete so that the home looks nice and presentable; I left the cost completely up to your discretion for creating the proposal. I am unsure as to why my finances continue to be brought up as an issue – I am fully capable of paying and I find the discrimination offensive. Regardless, the note your company read to me showed that you had neglected to include any of the details I discussed for what I wanted done to the yard. It also gives the impression that you and your crew came to my home with the intention of doing cheap, low-quality work rather than doing what I had verbally agreed to having done. They also read to me the note from your crew after they completed the work. It stated that they spent time trimming the hedge/bush in the backyard. This was not something that I wanted done as I had (a) stated in our initial phone conversation that I was working on certain parts of the yard on my own and (b) it was clear by the fresh clippings, yard waste bag, and cutting tool your company has in your “before” pictures that this area had been taken care of. This hedge/bush was not something that I stated I wanted done; I do not believe it is fair to charge me for something that I did not want nor agree to. Knowing now that your crew spent time re-trimming the hedge/bush I recently did myself, that I was already happy with, and that I did not want adjustments to – it makes sense that they did not do the great majority of the work that was actually requested and agreed to, and that the small amount of work they did complete appeared rushed with no attention to detail. While the 50% off is much more generous than your original offer, I still do not believe this is reasonable. Our agreement was that I would pay when the job was complete. It is a fact that the job was not completed. It is also a fact that not even close to 50% of the yard and flower beds were actually touched. In addition to this, the property damages have continuously been unacknowledged by you and your company. As I have stated before, I do have the proof you’ve requested for these two damages. The worker I spoke with on Tuesday did acknowledge the damage to the outdoor carpeting on my back step, however stated that they didn’t think it looked that great to begin with. Just because they did not find the outdoor carpeting aesthetically pleasing, does not negate the fact that it happened when it should not have. Businesses will typically either fix the damage free of charge to the customer or they provide a credit to the customer. The fact that there are two areas of property damage cannot be ignored. The job was not complete and the credit from the property damages has not been considered in your offer, so I cannot accept.
Sincerely,
[redacted]

I worked very hard to help find a fair and acceptable resolution for this issue; I offered on multiple occasions to meet with [redacted] to go over in person what the expectations were and what she was dissatisfied with. Each time I offered to help I was confronted with an insulting response. I...

offered a discount on service cost that wasvery reasonable for the client to further try to resolve this situation.It is our standard procedure to collect 50% upfront for most jobs like this but I was hesitant to do so with [redacted] as she made it sound like she was struggling financially and I was  really trying to help. The only details discussed in the phone conversation were; what types of services we offered, where her home was located, when we could do the work, and  how cost was a big factor. We pride ourselves on helping people, and it's very unfortunate that [redacted] was so unwilling to accept any offer of resolution.  I did ask my crew about the property damage that was claimed, I was told by my crew that there was absolutely no possibility that they were responsible for the damage described,  which I am inclined to believe as that crew is always forthcoming when they do cause damage. I told [redacted] that if in fact we were responsible for any such damage we would  make repairs.  After [redacted] states several times that she would not pay, I did inform her that it is our procedure to send any unpaid debt to collections, it had nothing to do with the  threat of Revdex.com involvement as she suggests.I stand by my previously offered resolution of a reduced total of $350. also, we will repair the damaged property if it is something we are responsible for. However we would like evidence that this damage was not preexisting.