Twin City Lawncare & Landscape, Inc.

I am rejecting this response because:
It is inaccurate and defensive. It took three weeks to receive my refund which they sent only after I had called a second time to find out why they were not servicing my unplowed driveway and why they had not returned my check. Last year they started plowing my driveway without my written consent at the behest of my neighbor. I refused to pay them at that time. They plowed during the night which is the reason that I hired them this year. After the first snow this year, they didn't show up until 11:a.min the morning after the snow had stopped falling during the nightI called to find out when they would be plowing my driveway. If I drive on the snow before it is plowed, it turns to ice, and then it is difficult to get up the driveway. I told them I was not interested in paying them when I had to plow my own driveway before I could drive on it because they were not their by 11:a.m. Instead of listening to my situation, Aaron delivered a diatribe about industry standards and when they plow based on weather conditions and whatever else suits their fancy. He kept referring to a contract (which I never received nor signed). The company would be better served to have a written contract so the customer knows what to expect before paying $for the entire plowing season. Obviously, good customer relations are not one of the company goals.I let our neighborhood network know how I felt about their poor customer relations,and I want nothing more to do with them so you can close or file. *** ***

The Customer who made this complaint hired us to provide seasonal snow removal at a contracted one time price.  The terms of that service were that we would remove snow for any snowfall that totaled 1 inch or more of accumulation and would do so within 6 hours the cessation of snow fall. ...

During our first snowfall of the 2016-17 season, we received a phone call from [redacted] when just over 2 hours had passed since the cessation of snowfall.  She was extremely agitated saying that we were late and that she was very upset that her driveway had not been cleared yet.  During the entire conversation I was really only able to speak once, each other time I attempted to address her complaint she would cut me off or tell me to stop talking.  I did tell her that we were only 2 hours into our 6 hour completion window and that under the terms of our agreement were not late and that furthermore I saw no correction that would made to our response in the future.  She repeated several more times her dissatisfaction and then stated she did not want our service and asked for a refund.  Immediated after asking to terminate service she said “I am going to hang up before I get nasty”.  After this conversation I requested a refund through our office for her and pulled her from our service list, including sending one of my employees to remove the marking stakes from her driveway, one of which had my name and phone number printed on it.  A second snowfall passed, we did not service her property nor did we hear from her.  The third snowfall of the year she called again and was again upset that her driveway was not done.  I reminded her that she had fired us and she became very angry saying she had done no such thing.  While on the phone with her I pulled up her call log from her original complaint and read her what had been said during that conversation and she denied it having happened.  Again I was not able to speak, she would either cut me off or tell me to stop talking.  At the end of her call I told her that she was not allowing any chance for resolution as she would not allow us to even speak.  She hung up on me.   Her money has been refunded, her complaint is inaccurate.  JAO Services Inc.