TLC Lawn Care, Inc.

Customer signed up for weekly mows last yearWhen a customer cancels services, it is done immediately at the same time when the customer calls in, while we are on the phone with them Therefore we received NO notice of cancellation prior to his call on 4/3/ By that time we had
mowed him times this year totaling $ Sometimes customers think they cancelled, or say they cancelled, but did not As it states on everything we give to our customers, "you must call or write to cancel service", we received neither written or verbal cancellation Its states this on all invoices, statements, estimate sheets and prepaid letters (that were mailed in January) Customers must be held responsible to cancel their continuous services and not blame the company when they haven't done just thatHowever, as a gesture of good faith, we will adjust off one of the mows once payment for one mow of $is receivedAt that time we will close out his account

If customer had indeed cancelled as he said, he would be able to provide a name and cancellation date We have no record of his cancellation from As stated before, if a person calls in and cancels, we cancel the account immediately while we are still on the phone with themThat way there is no chance of performing any further services As it states on everything we send, "services are continuous from year to year unless they call or write to cancel" In addition, he was sent a first class prepaid letter in January that the post office would have forwarded to himSince we never received this prepaid letter back, by law, it is considered delivered He could have called at that time to cancel, but did notThat being said, we are being more than fair in adjusting off one of the two mows The account will be closed once payment of $is received

Customer was told of and agreed to our charges of $that covers up to an hour when she made the appointment We have a minimum $charge that is from 1-minutes at the propertyIt doesn't matter if it only took "1" minute to fix, the minimum charge still applies It takes
time, wages and gas among other charges to go to and from a customer's property Irrigation repairs are not free If customer didn't want to pay the $80.00, then she should not have authorized us to come out and fix the system to begin with All sprinkler customers receive a manual with the installation of their system that could have possibly contained a resolution to her problem had she read it

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Complaint: ***
I am rejecting this response because: I never received a letter in January from this businessIf I did, I would have called as they suggestedThe first time I received any communication from TLC was when I saw a charge on my credit card in April in which I disputedI received my first correspondence (bill) after my credit card company reversed the charge in April I told the office during my call in April that I cancelled my service in November I did not write down who I talked with since a reasonable person would assume they would not have to have this kind of documentationPlus, I was never asked that during my call in April The lady I talked with on the phone in April when I disputed the charge was so sure and that these kind of mistakes could NEVER happenSince my credit card company investigated the charge and determined TLC could not substantiate the charge, it is apparent TLC did not have sufficient documentation eitherSince I did not own the property at the time of the mows, technically they were tresspassing and conducting a service without permission of the owners at that time. It appears it is a battle of wills, principles, and being stubborn since we are arguing over $34-in chargesI guess it is not possible for TLC Admin offices to NEVER EVER make a mistakeIt is pointless to keep going back and forth on this issueI will pay them the $in protestI guess TLC winsCongratulations! I hope you can post this and let those who use Revdex.com as a reference be the judge of TLC going forward
Regards,
*** ***

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Complaint: [redacted]
I am rejecting this response because: I did call and cancel the service in November of last year. I reject their recollection of events. We have not lived at that address since Nov 18, 2014. I should not have pay anything for a service I did not receive. It is my word against the them on whether a legitimate cancellation occurred. What I do have is legal paper work that states I did not own the property they mowed in 2015. We cancelled all services. This is the only service that did not process my cancellation correctly. The condescending tone of my call with them in April is what is causing me to stay firm on this. I am not sure of the next step which might include posting this publicly on your site.
Regards,
[redacted]

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Complaint: [redacted]
I am rejecting this response because:  
 
I disagree with this response and the charge.  This is the first time I have received a bill from them this way on top of the original concern.  One person in billing doing this, I do not have time for personal issues; I do not believe a bill is generated to clients on the normal this way, this is not professional.
 
I have responded with my concerns regarding this business and do not recommend their service to anyone.  I no longer will have ANYTHING to do with their service in the future.
Regards,
[redacted]

Customer had a fence and deck installed last year that caused significant damage to his sprinkler system. When they set up the first appointment, we allot so much time.  If we are unable to complete the repairs needed in said time, we must reschedule. Customer was aware our charges are $80.00...

per man hour plus parts.  This cost was confirmed with the customer before the first appointment. Upon the second and subsequently 3rd visit needed to complete the repairs, customer was not charged $80.00 per hour, but only $40.00 per hour. Neither was he charged for the 2nd tech that helped finish the repairs on 5/9/16. This is a significant discount off his bill of what should have cost him at least an additional $200.00 in labor. There was that much damage done to his system.Customer now wants an additional $120.00 off his bill because our tech spent hours looking for a valve to a zone that was not working, only to find it buried under flagstone. We were troubleshooting a problem. Is it our fault someone put flagstone on top of the valve and we were unable to locate the valve quickly because of this? This is still a chargeable service.Why does he believe he shouldn't have to pay this charge?  We still have to pay for our tech that was there for hours as well as travel time and gas, but yet he doesn't feel he should have to pay for his service?  We do not perform services for free. We did not cause the damage to the sprinkler system.Customer also did not give me any time to research his complaint before he filed with the Revdex.com, which would have been nice and quite possibly all this could have been avoided.As a gesture of good faith, the most we are willing to do to resolve this issue is take an additional $60.00 off his bill.  This is a savings of over $260.00 for the customer off our normal prices he should have been charged and is very reasonable.

No, they are not telling you the truth. They are bullys and just like last time they will push their business onto a customer and then claim they are in the right to trespass without any written consent from the customer. I will pursue as well, I never need to beg and I pay all my debts. I work 2 jobs and wanted to give myself a break. I clearly know my rights and asked for a call before the mow, I also took pictures of my lawn prior to purchasing the sod to repair the damage TLC caused. I am ready to go at this.
This company needs my $30 that badly, proves they are not making customers happy and many unhappy customers which I will continue to post my remarks.

All repair invoices are sent out with a $0 balance or remit none.  We have to print an invoice to come out.  Since we don't know what the labor/repairs are going to be, it states remit none.  The tech then writes in the proper amount.  Again, as stated, customer requested us to come out, we did not approach the customer wanting to come out.  They were told of our minimum charge of $80.00 up to through the first hour at the time they called.  Balance stands as is.  This is my final response to this complaint.

This customer had been sent to collection in 2009 for non-payment of a mow we did for her at that time.  She called earlier this year and begged TLC to take her back.  We agreed and mowed her beginning with the first mow of the season at the end of March.  This is when we begin all...

our weekly mow customers, unless weather  prohibits us.  After she was mowed, she called and complained that she didn't need to be mowed yet.  If a customer signs up for our weekly mow service, it starts with our first mow of the season, not when the customer thinks it should be mowed. There was no conversation with our office manager about removing the mow charge.  In addition, she hung up on our office manager [redacted]. Neither was there scalping done to her lawn.  If that had been the case, we would have gone out and inspected the lawn. Just because she purchased sod, that is not proof it was from damage supposedly done by TLC. This customer has a habit of ordering services and then not paying for them.  We will continue to pursue this balance.  She has proven herself to be an untrustworthy  and dishonest customer. She will once again be sent to collections if  the balance remains unpaid and will never do service with her again.

If TLC knowing about the deck and fence would not have impacted labor charges, the statement should never have been made on the final invoice.  It was this statement which prompted me to challenge the billing since that information was in fact shared on numerous occasions.  It was an untrue statement and I felt justified in challenging the billing since the technician stated it would have saved us some money in labor.With respect to the $60 credit, we will be discontinuing our relationship with TLC upon the expiration of our prepaid fertilizer treatments this year thus we will have no use for the credit.  Please forward the amount to www.waysidewaifs.org.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
No further action is required. 
Regards,
[redacted]

Since the customer has paid, I have credited $60.00, as promised, to his account.  Whether or not the information regarding the fence and deck was passed on bears no relevance to the labor costs this customer incurred.  It would have required the same amount of time to locate the damages and repair the system. I have discussed the communication issues with Deborah on the proper way to handle customers who do not want to pay their bills. We do not send customers to collection unless numerous attempts have been made to collect for our services. I apologize for her lack of professionalism and it has been addressed.

I am rejecting this response because this isn't factually accurate. I did speak to [redacted] about the sales tax, he stated it would be adjusted, and I am sure he would verify this if they allowed me to talk to him. Specifically, when I spoke to [redacted] about the problem, and asked to speak to [redacted], she refused to transfer me, which is wholly inappropriate considering the magnitude of the situation. Moreover, I did not receive a bill for the lime service until December, and I paid the bill within 30 days of receiving the bill, although [redacted] clearly stated on my v-mail that the account was 90 days past due when the lime treatment payment was received (it wasn't). As for the continued collection of the .39 sales tax, the advertisement and [redacted] stated everything was included in the pre-paid dollar amount, including sales tax. Again, there was no disclosure stating a customer would have to pay additional sales tax if the state adjusted the amount. I am sure what I am stating can be verified once the billing history is collected, since the company credited the sales tax in the past, as well as the original advertisement. TLC obviously needs to pay the sales tax out of their own pocket, therefore showing it collected. Finally, TLC Lawn Care has a habit of billing customers for amounts not agreed to by law. Please refer to their complaints on [redacted] and [redacted] by other customers. It is utterly laughable that the company turned off my lawn service for .39 as a preemptive strike to me closing my account with them. What is even sadder is I liked [redacted] enough to speak to him about three lime treatments for the following year and also transferring our mowing service. So the company isn't getting paid well over a $1200 for next year, all for $.39. Pathetic and the worst business move that I've seen in my life. It is also sad considering they are wasting postage (over .40), envelopes, paper, and employee time via the false billings and phone calls just to collect .39. At some point, you'd think they would apply simple economics to determine it is better for them in the long run to pay for it out of pocket than to continue to harass a customer for the unowed amount.I know the Revdex.com does not enforce the law. I will wait for the Attorney General of Kansas to turn this [redacted]er over to the Johnson County District Attorney's office.[redacted]

We have been in business for 30 years and have an A+ rating.  This proves the type of company we are.  Customer never paid after we sent her to collections in 2009 for a mow that was never paid. Customer has a habit of authorizing service with us and then not paying her bills. We have evidence of this.  She authorized us to start her weekly mows when she called us earlier this year and did not cancel before the first mow was done and now refuses to pay? It will be sent to collections if it remains unpaid and additional charges will continue to accrue.  If she has further questions, she can contact our attorney, [redacted] of the [redacted] Law Firm. We will never, ever take this customer back.

After talking with our lawn application manager, [redacted],  he stated he never promised there wouldn't be sales tax increases or agreed to write anything off for this customer. When a customer prepays for services, they are prepaying the current sales tax at that time plus labor and...

materials.  Our guarantee is that we do not raise the labor/material cost if prepaid, and we didn't.  However, we have no control over the state raising sales tax mid-year.  According to the state and our accountant, we are required by law to pay the increased sales tax on any services performed on or after July 1, 2015, prepaid or not.  Therefore, the increase in sales tax is justified in us passing it on to the customer.  It is beyond our control.  All our other customers who prepaid understood this and had no problem paying the difference. We did not cause the increase in sales tax, the state of Kansas did. As far as the late fee on the lime application performed 11/11/15, it is stated on every invoice and statement that there is 2% late fee applied for any payment received after 30 days.  Payment for this lime application was not received until 1/11/16, 60 days after it was completed, therefore a late fee was correctly charged.  We have since cancelled this customer and will no longer perform any services for her.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: 
 
There was NOTHING FIXED or REPAIRED, this is what this issue is concerning.  When the appointment was made, it was stated for repair or replacement for the $80 charge not a trip charge.  
 
The original invoice #164614 has Today's Service Charge 0.00, Today's Total 0.00. Please Remit None.  Then modified the invoice in handwriting. Please see the attachment.
 
The lady in billing that was so RUDE and determined to get her point across, comparing this charge to a culligan water bill; after speaking to me, she wrote on the invoice" the tech open the nozzle" which was not true and then hand wrote information (not typed) on the invoice, then put a strike through the Please remit (None) and wrote Labor $80...very unprofessional! and I have a copy to prove it!
Regards,
[redacted]

How does the Revdex.com handle such matters, this is unacceptable to me and they have been lying. If they were in the right they would have committed to the phone call as I had asked them to do so before beginning the mowing service since the winter lawn was dormant and again I have taken pictures of the lawn and have receipts for the repair. I will have to file for small claims at this time.