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We have just received this complaint today as the Revdex.com failed to send info to the correct email We are investigating and will respond in a timely matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***. This email does not
resolve the matter. However, the email communication from the Revdex.com says that I must respond within days or the matter will be closed. Please do not close this matter or consider it resolved. I will look forward to resolutionSincerely, *** ***

We have just received this complaint today as the Revdex.com failed to send info to the correct email.  We are investigating and will respond in a timely matter.

Review: This company ruined our siding by weed wacking off the siding on the back of our house on the bottom near the grass. They refuse to contact us back or discuss a solution. All the meantime, they are charging us for services we never wanted, requested, or approved of them doing. Also our house and fence had grass clippings stuck/flung all over the houseDesired Settlement: We either want them to replace all the siding ruined or give us the money so we can get it done ourselves.

Business

Response:

This letter is in response to your request dated July 30, 2013 for more information regarding a complaint filed by [redacted]. Mrs. [redacted] states in her complaint (direct quote) "This company ruined our siding by weed wacking off the siding on the back of our house on the bottom near the grass. They refuse to contact us back or even discuss a solution. All the meantime, they are charging us for services that we never wanted, requested, or approved of them doing. Also our house and fence had grass clippings stuck/flung all over the house."

Mrs. [redacted] states in her complaint that "they are charging us for services that we never wanted, requested, or approved of them doing" however, Mr. [redacted] first contacted Ultra-Lawn on August 13, 2012 requesting an estimate (see Exhibit "A") and retained us. The first service was performed on August 22, 2012 and a multitude of services followed (see Exhibit "B"). Ultra-Lawn was also re-hired for the 2013 season by the [redacted]'s and in addition to weekly mowing, they also requested, and received, two applications of fertilizer & weed control, a Round-Up application and to have their sprinkler system turned on and repaired (see Exhibit "B").

Exhibit's "C" and "D" are copies of the [redacted]'s payments to Ultra-Lawn for services rendered, dated May 3, 2013 and June 4, 2013 respectively. As you can clearly see, Ultra-Lawn was indeed retained by the [redacted]'s and Mrs. [redacted]'s claim that Ultra-Lawn is charging them for services that they never wanted, requested or approved is absolutely false.

Mrs. [redacted] states in her complain that the problem occurred on 6-3-13 when "This company ruined our siding by weed wacking off the siding on the back of our house on the bottom near the grass. Ultra-Lawn was aware of the siding damage from the start of our relationship in 2012 however, we are a lawn care company, not a home repair company and quite frankly, the exterior of customers' homes is not our business.

We were unaware of any type of problem until receiving a call from the [redacted]'s on 6-15-13 at 4:28:16 p.m. where they asked to "cancel lawn services completely" (see Exhibit "E"). Please note that the caller left no reason for the cancellation, they did not request a return call or mention any damage.

When Ultra-Lawn loses a customer, we make every attempt to understand why. This allows us to correct any misunderstandings, possibly saving the customer, and also helps us to improve.

In this case, our employee [redacted] called to discuss the cancellation with Mrs. [redacted] on 6-17-13 at 8:48 a.m. (see Exhibits During the call, Mrs. [redacted] first stated that "it was

just too expensive" and then mentioned that she was "unhappy because damage was done to the siding at the back of the house while trimming" (see Exhibit "F"). When [redacted] probed deeper, asking about the actual damage, Mrs. [redacted] offered to email pictures (Exhibit "G") and upon their receipt we did launch an investigation.

Our first action was to review the mow crew route sheets for each week that the [redacted]'s received service for any notes on this property and specifically about damages; none were found (see Exhibit "L"; you will see that there are notes on other customer records. Our other customer's names, phone & address have been blacked out for their privacy). Secondly, the crew was questioned as well as the crew chief, Nate Connelly. Nate adamantly stated that his crew did not cause this damage & found it extremely unlikely that the homeowner did not know about this damage all along. He also disputes that they just noticed the damage because he has to roll up their garden hose each week in order to mow. Someone obviously is unrolling it between mowing's and could not miss the damage; the faucet and the hose are clearly seen two of the pictures (Exhibit "G" 2 of 5 and 5 of 5). Please note in Exhibit "G" picture 5 of 5 that the damage extends well onto the concrete patio; we would have no reason to trim on a patio where no grass could possibly grow. Finally, our mow crew is experienced, and would immediately know if they hit the siding and take corrective action, not continue to destroy the property of the customer. He also stated that many of our customers have vinyl siding and there have been zero issues/complaints.

Overhearing the above conversation, our lawn applicator [redacted] commented that he remembered the property had siding damage back in 2012 when he applied the first round-up spray; done 8-27-12 as invoice #43225. [redacted] has spoken with the homeowner's multiple times and the siding issue was never mentioned; see signed an affidavit Exhibit "I".

At this point we felt that it was unlikely that our crew damaged the siding however, [redacted] personally visited the site to assess the problem and then called Mrs. [redacted]. He specifically asked Mrs. [redacted] "If you believe that we damaged your property, why did you allow us to continue to mow your lawn for two more weeks?" She replied "we didn't want to upset you and have you raise the price." This was such a strange answer; a more expected response to an issue of this nature would have been an immediate call to us and quickly addressing the damages, not waiting two weeks for fear we would raise her price. Regardless, he explained his finding & she became quite upset, stating that she needed to talk to her husband. [redacted] did tell Mrs. [redacted] that he would be willing to negotiate if she could prove that Ultra-Lawn actually damaged the siding. For the record, Ultra-Lawn's pricing schedule is based on square footage, nothing else.

Soon after this conversation, Mrs. [redacted] called back and referred [redacted] to the Windermere Real Estate website to look at pictures of the house(see Exhibit "K"). She said that this was definitive proof that we damaged the siding. Upon our review of these pictures, we found that most of them were not applicable as they did not show the same angles as the "proof of damage" pictures. The only picture that is applicable appears on page 8 of 8 (Exhibit "K") and in fact, the photographer is so far away and shooting from a different angle while the subject area is covered in shade that you would not be able to recognize damage even if it existed. Finally, these are undated photos and it is impossible to determine if they were taken before or after Ultra-Lawn began servicing the property. As this was the only proof Mrs. [redacted] remitted, and it was invalid, we considered the matter closed.

Back to the complaint, Mrs. [redacted] states "they refuse to contact us back or even discuss a solution"; this is obviously not the case as I have already shown. To further disprove the comment, I offer documented call logs from Ultra-Lawn's Frontier telephone bills; Sound Telecom, Ultra-Lawn's answering service, call logs and personal calls taken by employees and noted in the customer record (see Exhibits "H" & "J").

Regarding Mrs. [redacted]'s comment "also our house and fence had grass clippings stuck/flung all over the house", I offer the following explanation. Unfortunately, it does rain and on occasion many of the lawns we maintain are wetter than we prefer. Our commercial mowers have side discharge decks and thus, on occasion, wet grass clippings may cling to any surface they touch. Although this may be unsightly, it is certainly not damaging. Additionally, since summer 2013 has been extremely dry, this problem may have only existed the one day that Mrs. [redacted] took her pictures.

Therefore based on these documented facts and exhibits, it is our conclusion that Ultra-Lawn is not at fault and has done due diligence by immediately taking action when notified, investigating the claim and communicating with our customer. Although Mrs. [redacted] did not get the result she was seeking, she has zero evidence that Ultra-Lawn was responsible for her damage

Mrs. [redacted]'s lost all credibility when she chose to mislead the Revdex.com by filing false claims. You must agree that Ultra-Lawn was indeed hired to do multiple services on this property, returned every call on record and attempted to resolve this issue. Therefore, I respectfully request that you close this complaint with no negative consequences to Ultra-Lawn's current A+ rating with your organization. I would also like to state for the record that Mr. & Mrs. [redacted] are more than 90 days past due on their account with a balance owing of $381.75 (see Exhibit "M").

Thank you for your consideration and if I can be of further assistance, I encourage you to call me directly at ###-###-####.

Consumer

Response:

This letter is rejecting Ultra Lawn’s response submitted late afternoon on August 12, 2013 regarding my complaint I filed which states: “This Company ruined our siding by weed wacking off the siding on the back of our house on the bottom near the grass. They refuse to contact us back or even discuss a solution. All the meantime, they are charging us for services that we never wanted, requested, or approved of them doing. Also our house and fence had grass clippings stuck/flung all over the house.” I realize this statement should have been more specific and with more detail; and in the end I will include a more detailed/accurate statement so the Revdex.com may publish it. However, I will refute several if not all of the false statements composed in Ultra Lawn’s response letter because [redacted] has obviously twisted my words around to fit their need. First, I will explain why my husband even hired Ultra Lawn and why we (my husband, [redacted] and me, Rebecca) didn’t spot the damage carried out by Ultra Lawn immediately. [redacted] works 12.5 hours away (16-17 hours by train) in North Dakota on a schedule of 5 weeks on and 1 week off (sometimes he is able to take 2 weeks off). Back in August 2012, my doctor relayed to me and my husband, [redacted] that I was no longer allowed to mow the yard due to my pregnancy, the heat and the hard straining involved with this task. Thus, [redacted] invited Ultra Lawn out to supply us with an estimate on what it would cost to mow our yard once a week until about October. An actual written quote was never mailed or received by Ultra Lawn. The quotes or statements supplied by Ultra Lawn to the Revdex.com have never been seen by neither me nor my husband, [redacted]. As each statement came in with mowing services we paid each one promptly. Then other services rendered started appearing on the statements such as lawn applications. I asked my husband what he wanted to do about the lawn applications; he said to just pay them since they already did it. Thus, we continued to pay on services not requested. Yet despite this, I did call and question the cost to have our sprinkler’s blown out (Exhibit-A) and being notified of the price. I called Ultra Lawn, and stated they could indeed schedule the blow out and have it completed. 2012 ended pleasantly with Ultra Lawn. In 2013, Ultra Lawn called my husband and asked if we would like them to mow our yard this year, and since we ended on good terms, nothing was damaged on our home; he replied yes he would like them to mow our yard this year. We continued to receive statements with other services rendered (example: lawn applications, round-up minus the request to have the water turned-on) in which my husband stated to just pay them because we had enough on our plate. This was toward the end of my pregnancy and I had some complications including sickness, flu, and severe exhaustion so I couldn’t and didn’t walk around outside at all to inspect the house or yard. Then we had our wonderful baby girl. Being a new mother and having a newborn at home, I didn’t venture outside until 6-3-2013. On 6-3-2013, I walked outside to see what our lawn looked like with our baby girl and was instantly appalled at the sight I saw, our siding wacked off to the point that the silver underneath was bared & showing. I instantly took pictures, sent them to my husband and called him. Since he was still in North Dakota he said to not call the company because they’d probably raise our prices and we’d call when he got home. The week he was home, (June 9-15), we again heard Ultra Lawn mow our yard and repeatedly bang the weed eater against the house and the window wells. This was also the same week we transplanted a tree in our front yard along with putting 3 large flower pots in front of the garage to increase the curb appeal to help sell our house. So we had our garden hose unrolled for the first time, watering the tree so it would not die. When Ultra Lawn came this day to mow our yard, instead of rolling up the garden hose they pushed the hose snuggly against the house. My husband and I witnessed this because the hose was also laying straight across the window well. After they finished mowing, they tossed the hose back out onto the grass. On 6-15-2013 due to the increase of cost and the increase of damage to our house, my husband told me to call Ultra Lawn and cancel their services immediately. Thus, later on that day, I called Ultra Lawn and canceled their services. The young lady on the phone asked why and I stated, “Your company is too expensive and you’re ruining the house.” She asked if it was ok if [redacted] could call me later to ask further questions if needed and I stated yes that was fine and we ended the call. On 6-17-2013 (Exhibit B), I received a call from [redacted] who stated who she was and what company she was with. She then asked if I could elaborate on why we cancelled their services. I replied, “It’s getting too expensive and you’re guys ruined our siding on the back of the house. It’s been weed wacked off. I took pictures of this 2 weeks ago but the your guys since then have damaged the siding further. I haven’t had time to go outside because I have a newborn baby. Do you want me to email them to you?” [redacted] replied that would good because then they can see what I was talking about and she promised she would call me back after viewing the photos and stated that [redacted] would probably want to come out to the house to see the damage too in which I replied I would appreciate it if would. After ending the call, I got onto the laptop and emailed Ultra Lawn the photos I had taken 2 weeks prior and told them that the damage had gotten worse (after each mowing) (Exhibit-C)(Exhibit D-Photos taken after Ultra Lawn’s last mowing). On 6-19-2013 @ 10:19am (Exhibit E), I called Ultra Lawn and spoke with [redacted]. I asked her if they had received the photos and she said that they did. I then asked, “So what’s going on?” she replied, that they had to yet talk with the foreman but she stated that the damage to the house wasn’t the only thing they saw wrong in the photos. I asked her what else do you see wrong in those pictures and she replied that the grass shouldn’t be flung up on the siding like it is shown. I agreed and stated that after I noticed the damage on 6-3-2013; that after the last two mowing’s, I had to go outside with a broom and brush off all the grass clippings off the sides of the house and the fence and sometimes having to use water to help remove the grass clippings. I then further probed, asking her, “this isn’t normal for your company to leave the property like this (knowing it shouldn’t be normal),” and she said, “no, absolutely not.” She said that [redacted] was going to talk with the foreman. She then apologized that [redacted] hadn’t been able to make it out yet due to a job in Hayden Lake but he fully intended to come by the house. I said, “I will be home waiting,” and we ended the call. The next day, 6-20-13 @ 2:05pm (Exhibit-F), [redacted] called me from a blocked number and said that he had spoken with his foreman and his foreman said he didn’t do it. He also proceeded to state that they (him and his foreman) had come out to the house the other day to view the damage personally (I will come back to address this statement). [redacted] then inquired in a rather incredulous tone, “If you believe that we damaged your property why didn’t you call us immediately? If it was me and I saw that somebody had damaged my property, I would have called that company immediately and tell them what they did. I would also have them come out and see the damage. So if we did the damage, why did you let us mow two more times?”I replied, “We didn’t want to make you guys angry and have you raise the price on us.”[redacted] then responded, “Well, we came out there and it doesn’t look like a weed eater could have done that damage. It wasn’t us.”I then countered, “Anyone looking at the damage can tell it was a weed eater. It was your company [redacted]. We don’t just have random strangers coming over and weed wacking our house. Did you look at the flower pots too?; because your guys damaged the one on the left side.”He retorted, “What flowerpots?”I then exclaimed, “[redacted] this tells me you didn’t come out to the house at all. We have three huge flowerpots up front.”[redacted] answered, “What flowerpots, where are these flowerpots? I don’t remember seeing any.”I then replied, “[redacted], I know for a fact you didn’t come out to the house. We have three large flowerpots in the front of the house by the garage doors, you can’t miss them. Also, you’re telling me you came out to the house when it was pouring down rain, thunderstorms and winds (Exhibit G)? I was home all day, blinds open, let alone you and someone else never walked by nor came to the house (Also keep in mind, [redacted] had apologized just the other day for [redacted] not making it out to the house).”[redacted] changed the subject by asking, “Well do you have pictures of the house prior to us mowing, because if you do and you can prove that, then we’ll fix it.”I then responded, “I don’t know if I have any. I didn’t know I would have to worry about a professional company ruining our property (at this moment, I was stressed out which escalated more because my baby girl was crying and hungry). I need to talk to my husband about this and how ridiculous you guys are being. You need to call and discuss this with my husband. He will be waiting up in the morning for you to call him.” [redacted] took down [redacted]’s phone number and his name. He then said, “I’ll talk with my foreman again about this and I’ll give [redacted] a call. I’ll let you know what we find out.” I then phoned [redacted] back a few minutes later (2:18pm Exhibit-F), saying, “[redacted], our real estate company took pictures of our house when we put it up for sale this year. I believe there might be one picture that could show the back of the house. I am not sure but it could be worth a shot. I’ll double check too but did you want to look? I have the link if you want to look?” (I never once said that I had definitive proof etc).[redacted] replied, “Yeah, we can see if it helps;” he then took down the link and stated he would check it out and let me know.”I said, “Ok, but talk to my husband from now on. He wants you to deal with him from now on. He’ll stay up tomorrowmorning for your phone call.”[redacted] said ok, he’d call him in the morning and we ended the call. My husband, after working a 16 hour shift, stayed awake specifically because [redacted] said he would call [redacted] in the morning. My husband never received a call that next morning. [redacted] due to his busy schedule and putting in 100+ hours a week wasn’t able to call Ultra-Lawn till 7-16-2013 @ 9:11pm in which he left a message asking them to call him back about the damage to our house and when they were going to fix it. He then again left his name, address, and number for Ultra lawn to call back. He waited yet again for them to return his call but he received nothing. Thus, he called two more times on 8-9-2013 and finally the second call on 8-9-2013 at 2:50pm (Exhibit-H) he was put on hold for a while and finally spoke with [redacted] and he rudely stated that it wasn’t their company who ruined our house. The damage to our house wasn’t done by a weed eater. My husband had replied incredulously asking [redacted] he was joking because we didn’t have anyone else weed wacking our yard. He then then asked when they were going to fix the damage. [redacted] stated again, their company couldn’t have done that. My husband then stated he would borrow a stringed weed eater from a friend and use it on the house as his employees had done and prove that his company was at fault. [redacted] stated it couldn’t have been their company really rudely and my husband said that we weren’t going to pay the invoices until they fixed the damage. [redacted] became very irate and rude and due to this my husband hung up on him. In regards to the statement made per Ultra Lawn (direct quote taken from their response letter): “Overhearing the above conversation, our lawn applicator Cory Trott commented that he remembered the property had siding damage back in 2012 when he applied the first round-up spray; done 8-27-12 as invoice #43225. Cory has spoken with the homeowner’s multiple times and the siding issue was never mentioned; see signed affidavit Exibit ‘I’.” This is a complete fabrication on Cory Trott’s part and Ultra Lawn because we (my husband and I) never once spoke or dealt with any employee of Ultra Lawn except via telephone. Currently, the gentleman who has taken over the task of mowing our yard is courteous, reliable, and shows the utmost professionalism. Because we did not ask to use his name in this statement, we have to keep his name anonymous; he has relayed to us that we are not the first account that switched from Ultra Lawn because of the lack of professionalism and damage to property. When [redacted] spoke with [redacted] he said that their stringed weed eater could not cause that damage. My husband [redacted] went and borrowed a stringed weed eater from a friend and grazed the south side of our house to test this acclamation. It created the exact same damage in which [redacted] adamantly stated that his stringed weed eater could not cause (Exhibit I). Thus only proving that a weed eater did cause the damage; and further proving that Ultra Lawn was the only company to mow our lawn when this damage was caused. As a result, Ultra Lawn is fully responsible for the damage done to the back of our house during their 2013 employment. They are also, accountable for not calling my husband in July 2013 and not returning my husband’s calls/messages in both July and August of 2013. Additionally, they are answerable for charging us 2 months later for supposedly fixing 2 sprinklers back in May 2013 and also charging us for lawn applications & round-up without obtaining prior approval. Ultra Lawn is also guilty of their false claims, rude and inconsiderate customer service (or lack of customer service). Therefore, Ultra Lawn and all employees involved have lost all their credibility and integrity since they have chosen to misinform the Revdex.com. Furthermore, you must agree that Ultra-Lawn was only hired to mow our lawn; they indeed did not return every call we made and would not resolve this issue. Consequently, Ultra-Lawn should either pay us to fix the damage they caused or hire a reputable company to replace the damage. Plus, they should be given a negative consequence to Ultra-Lawn’s current A+ rating with your organization. Also per [redacted]’s statement, “I would also like to state for the record that Mr. & Mrs. Styer are more than 90 days past due on their account with a balance owing of $381.75 (see Exhibit ‘M’);” is also false. Even per their Exhibit M, we are only 60 days max past due. Plus, our last statement received was dated 7-19-2013 (Exhibit J) and we told Ultra-Lawn previously that we weren’t going to pay until we resolved this issue. To finish, I supply the Revdex.com this amended complaint to publish: Ultra Lawn weed wacked the bottom siding off the back of our house during their 2013 employment and decline to fix the damage they caused. They also refused to return our calls or messages or even discuss a solution in the end because they didn’t want to take accountability. They also throughout their 2013 employment continuously charged us for services we didn’t approve of or request like lawn applications, fixing sprinklers, and round-up applications. In addition, after their mowing, our house and fence had grass clippings stuck/flung all over the house.” I offer this recommendation for any future clients considering to hire Ultra Lawn: Take pictures of your entire yard, fence (if any), and your house (every section) and date these pictures. After every service, make sure you inspect your property for any damage if your health allows it. Furthermore, make sure you have Ultra Lawn email you or mail you your estimate that would include the services you requested and if you decide to hire this company, receive a copy of your contract. I propose for Ultra Lawn this advice: Be accountable, reliable, and considerate. In the future make sure you call your customer’s and obtain approval on services prior to rendering them instead of expecting the client to just pay them. Also, don’t assume something has been dealt with just because you no longer want to deal with the situation. Make sure 100% that the issue is resolved. Furthermore, return your client’s calls and message. In addition, maybe take pictures of your client’s houses and yards prior to taking them on as a client. All of this should help your company improve your future business. Thank you so much for your time and efforts in moderating this issue.

Business

Response:

I am in receipt of your letter dated August Lg,zlL3regarding complaint lD#g643379 between

[redacted] and my company, Ultra-Lawn. As I stated on the telephone earlier, I am rather

confused by Mrs. [redacted]'s reply; in fact I cannot even distinguish her reply from your boilerplate

text.

I can only assume that Mrs. [redacted] is not satisfied yet she provided no additional information nor

could she dispute the hard evidence that clearly shows her complaint is invalid. lt is our

position that we have, in good-faith, attempted to resolve this matter with the customer

personally prior to her contact with you and after to no avail.

As I stated in my original reply, Mrs [redacted]'s account is currently delinquent and due to the fact

that so many man hours have gone into not only serving this customer by rendering requested

services but also to defend Ultra-Lawn against her complaints, I ask that you close this matter

immediately without harm to my companies good name.

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Description: Lawn Maintenance, Tree Service, Weed Control Service, Lawn & Garden Sprinkler Systems, Landscape Lighting, Water Gardens Fountains & Ponds, Landscape Contractors, Landscape Designers

Address: PO Box 969, Post Falls, Idaho, United States, 83877

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