Weed Pro, LTD Reviews (21)
Dear Ms***, Thank you for bringing this complaint to our attentionWe here at Weed Pro pride ourselves in providing the best customer care experience, while strictly adhering to ODA and EPA regulationsWe are disappointed that our technician did overspray Ms [redacted] ’s driveway, and wanted to make the situation right However, we are a bit confused by this complaintAfter the over-spraying incident, our technician offered to wash the driveway but was not allowed to use Ms [redacted] ’s hoseAs a result, our owner, [redacted] , made a special trip out to the [redacted] residence with lawn product neutralizer, as well as other cleaning suppliesUpon getting there, our owner had intended to clean, but was told to “not worry about it” by Ms [redacted] Furthermore, Mr [redacted] even offered to provide a free treatment of our Holganix organic lawn product for her troubleAccording to our owner, the conversation was pleasant, and satisfied Ms [redacted] ’s concerns Upon receiving this Revdex.com complaint, we are confused to Ms [redacted] ’s desired settlementAgain, our owner tried to wash the driveway and was stopped and told “not to worry about it.” Mr [redacted] even offered to provide a free organic treatment to the lawnAt this point, we are not sure on how exactly to appease Ms [redacted] , and our owner is disappointed that his last conversation did not satisfy her requestWe are willing to have her driveway cleaned, provide a free Holganix treatment, at no expense to Ms [redacted] , and would need her okay to proceed [redacted] Director of Marketing
Consumer responded via phone: Consumer stated he had communicated with the company via email When he was not getting the desired results and communication from the company, he contacted the Cleveland office and they still did not respond It was at that point that the consumer filed the claim with the Revdex.com Consumer did meet with the company and tried to point out his issue with the lawn and a fungus being present Consumer stated his yard is the only one that has the fungus in his neighborhood The consumer feels the company is not accepting any ownership of the problem Although the consumer remains unhappy with the services, he will accept the company's offer to apply soil, reseed, and fertilizer the lawn as well as the refund of the remaining contractConsumer would like to schedule this as soon as possible
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.I met with Miles this evening after work He was polite and professional as he clearly explained what the issue was Knowing that lawn service professionals know a great deal more about grass than I do, I expressed my dissatisfaction with what seems to be a missed opportunity on their part to tailor their treatment to better suit the various needs of my lawn during the course of the entire growing season, instead of using what seemed to be a "one size fits all" type of approach that worked for only the majority of my lawn.Miles said he will send a crew out to aerate and over-seed the stressed/dead areas first thing tomorrow Best Regards, [redacted]
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 I do dispute that I received notification of a "merger", and I find Weed Pro's claim that it was somehow my responsibility to notify them not to treat my property completely ludicrous The default should always be a request for service For many reasons, a reputable business should have a written agreement in hand before doing anything to anyone's property I sincerely hope that Weed Pro uses this incident to voluntarily end an indefensible and reckless business practice Regards, [redacted]
From: Shaun K*** Sent: Thursday, April 14, 4:PMTo: info@cleve***.Revdex.com.orgCc: *** ***Subject: Complaint ID ***
Shaun K***Weed Pro Lawn CareAbbe RoadSheffield Village, Ohio
Re: Complaint ID ***
Thank you for bringing this complaint filed against
our company, Weed Pro, to our attentionIt is our mission to provide our customers with the best experience possible, creating and communicating clear expectations of serviceWith this said, we fully disagree with Mr***’s account of the situation and his claims made against our company
In the spring of 2014, we began service at his propertyIn the middle of June, the customer noticed some damage caused by animals in a shaded area underneath the tree canopyMr*** called for someone to come out and check the area for grubs, however no grubs were found when our Customer Service Manager visited the propertyAfter his visitation, our Customer Service Manager followed up with two phone calls to discuss that the animal damage in his lawn was not from grubs, however no return phone call from Mr*** was ever receivedBecause we left detailed notes regarding this, and no return phone call was made from Mr***, we assumed that he understood the diagnosisThe note that our Customer Service Representative left is attached to this response for your convenience
Mr*** did not contact us again for the rest of the year, and did receive notification that his account carried over for the season. Because of this, Weed Pro began servicing his lawn again in We applied to fertilizer applications, on April 6th and May 6th. On April 16th, Mr*** called in claiming grub damage in the area he called in about last yearWhen visiting the property again, no grubs were found, and a note from our Customer Service Manager was left againThe note from that visit is also attached to this response for your convenience
On July 21st, Mr*** called in to cancel his account to which we immediately processedBecause Mr*** was not happy we continued services for 2015, and we did take several weeks to visit his property, Weed Pro wrote off his entire balance due for the first two applications of the season
In conclusion, Weed Pro Lawn Care attempted to satisfy Mr*** with multiple employees visiting his property to discuss the situation with him, showing him that the problems in the one area of his lawn was not due to grub damageAdditionally, after receiving Mr***’s complaint, the owner of Weed Pro has attempted to contact him several times, even visiting his property to no avail
While we respectfully disagree with Mr***’s statements, as a measure of good faith, Weed Pro wrote off his first two treatments of on July 27th of that year. With his account balance at zero, we closed his account and wish him the best of luck moving forward
Shaun K***Director of MarketingWeed Pro Lawn Care
Thank you for bringing this complaint to our attentionWeed Pro strives to provide the best customer experience possible for all of our customers, and works diligently to resolve any consumer issues if they ariseHowever, in the Revdex.com complaint of *** *** (#***), we have found that his
version of events do not match what actually transpiredMr*** not only agreed to the services after receiving our initial quote, but in fact restated his expectation of services to be billed monthly, or after treatments, multiple times throughout the season; in addition to making payments and ordering an additional lime treatmentFor your convenience, a timeline of actual events, along with attached files of emails, application sheets, statements, letters, and recorded phone calls are included. - On April 12, 2014, Mr*** contacted Weed Pro for an estimate on fertilization services for his lawnOur Director of Sales, *** ***, provided Mr*** with a written estimate for servicesMr*** replied to the email informing us that our prices were acceptable, as long as we included another free insect controlIn reply to Mr***’s email, we agreed to those terms and told him we would begin his services, sending a letter of services for and the option to pre-pay & welcome letter(See Attached File: Email Confirmation, Prepay Service Letter, Welcome Letter)- On May 2nd, Weed Pro performed his first application(See Attached File: Application 1)- On June 4th, Mr*** called in to make a payment towards his services, which we applied to his account(See Attached File: Statement of Services)- On June 6th, Weed Pro performed three applications, Mr***’s second fertilizer application, a Free Surface Insect Control and also a Preventive Grub Control treatment, as outlined by his service letter(See Attached File: Application 2)- On July 14th, Weed Pro performed Mr***’s third fertilizer application(See Attached File: Application 3)- On July 18th, we notified Mr*** by email that he had not made a payment for his services since June 4th, when he called in to pay for his first applicationMr*** replied to this email and authorized our customer service representative to charge his credit card for another paymentIn response, she verified the amount with him to be $197.64, for the Round & fertilizer application ($each) and Preventative Grub Control ($65.88)Mr*** agreed to pay $of that but wanted to verify his application price because it seemed high, as he recalled the per application price at $eachAdditionally, Mr*** did not remember the Grub Control Application being included in his season services, so our CSR asked our Director of Sales to call and speak to Mr*** regarding thisHowever, Mr*** is in this instance again verifying that he agreed and expect services to be performed on his property, and in fact, billed to him monthly, or after completion of services, a contradiction to what he claimed in his complaint to the Revdex.com(See attached file: Email #1) - On July 23rd, our Director of Sales, *** ***, called Mr*** to speak to him about the disputed grub control applicationMr*** got a hold of Mr*** and asked about the refuted charge to which Mr*** said, “I’m not really refuting it, I just mis-understood.” Then Mr*** asked if he could call Mr*** right back(See Attached Audio File: Phone Call 1)- Mr*** in fact did call back, and spoke with *** ***In the call, Mr*** stated that Weed Pro only provided the services Mr*** initially agreed to, and that the grub treatment was performed the same day as the second fertilizer treatment (referred to as weed and feed) which is why it appeared that the bill was more than what he expected it to beMr***, said “okay, I don’t remember it being more than $a month (another reference to his expectation that he would be billed monthly or after treatments contradicting his complaint to the Revdex.com complaint).” Mr*** further stated that everything “was all good.” The call continued as Mr*** and Mr*** discussed the overall appearance of the lawn and his satisfaction that his crabgrass was dying due to Weed Pro’s services to this dateMr*** at no point ever complained that we were not to have performed the service, as his Revdex.com complaint statesIn contrary, Mr*** was advised that he was on credit hold because we had not received a payment, to which he said that he “just paid $100.” After verifying this, Mr*** remarked that he still owed $which was over days and to get this cleared up so he would not miss any of his remaining treatmentsMr*** made reference to this getting taken care of(See attached file: Phone Call 2) - On August 5th, Mr*** was contacted by a member of our sales staff *** ***, and discussed adding an additional treatment (Lime Application) to his season servicesMr*** asked how much additionally that would cost, to which Mr*** quoted him $ Mr*** said, “Let’s go ahead and schedule and do it.” Mr*** then advised him that his account was on credit holdAfter telling Mr*** how much he owed ($97.64), Mr*** told Mr*** to go ahead and process it, that Weed Pro has his credit card on fileThis again contradicts Mr***’s Revdex.com complaint of never authorizing services, and proves he did expect his services to continue and to be billed monthly, or after services were performed(See Attached Audio File: Phone Call 3)- On August 12th, Mr***’s 4th fertilizer and weed control application was performed, along with another free surface insect control treatment, as agreed to by Weed Pro at the beginning of the year(See attached file: Application 4)- On August 13th, Mr*** was contacted by Mr*** from Weed Pro regarding notes recommending a fungicide after his treatment on the 12thMr*** reviewed the cost of this additional treatment, to which Mr*** declinedHowever, Mr*** did in fact state that he declined because of the upcoming costs of his next fertilizer treatment and lime application which he expected to be completed soonThis is another contradiction to Mr***’s Revdex.com complaint of not agreeing to services from Weed Pro for this season and an additional application and cancelling services with the technician who applied his treatment on the 12thMr*** did not make any mention of “cancelled services” in this phone callOn the contrary, Mr*** stated that he expected these services to be completed, saying that the upcoming cost of the 5th fertilizer application and lime application was the reason for not purchasing a fungicide(See attached file: Phone Call 4)- On September 18th, Mr***’s 5th fertilizer application and additional lime application (that he ordered in Phone Call and verified in Phone Call 4) were applied(See attached file: Application 5)- On October 1st, all remaining services were placed on hold by Weed ProMr*** was then contacted numerous times about his past due balance, and after no further payments were made on his account, Mr*** was a written letter on 10/indicating that unless paid, his account was going to be sent to collectionsOn 10/30, Mr***’s account was placed into collection status. In closing, as we have established in the above timeline of events, attached documents, and recorded phone calls, Mr*** did in fact initiate Weed Pro to perform services on his lawn for the season, made three separate payments throughout the season, never made a complaint or cancelled services on any phone calls throughout the season, and in fact ordered an additional service to be performedDue to the overwhelming records Weed Pro has contradicting Mr***’s Revdex.com complaint (#***), we hope that your office closes this complaint and expect Mr*** pay the remaining amount that he owes our company, $197.64. Finally, I am requesting that someone from the Revdex.com reply to this email as confirmation that you did indeed receive our response within the seven (7) days afforded to us by your organization. Regards, *** ***Director of Marketing
Business sent the following email chains as clarification:First Email: Here is Mr***’s initial email agreeing to services if we agreed to include an extra Surface Insect Control treatment, which we agreed to do. *** ** ***Director of SalesWeed Pro, Ltd.*** *** *** WPNewLogo From: *** *** Sent: Monday, April 14, 10:AMTo: '*** ***'Subject: RE: Lawn Care For this season, I can do that! I’ll get you set up for service and we’ll email you a prepay letter so you can pay up front and get the 7% discount. Thanks! *** *** ** ***Director of Sales*** *** *** cid:3353316618_1006974 From: *** *** [mailto:***] Sent: Sunday, April 13, 12:PMTo: *** ***Subject: RE: Lawn Care ***, Your estimate is about where I wanted to be….with one catch J Throw in one more late summer insect control treatment at the prepaid price and weve got a deal…ill send you a check or give you my credit card number Monday Thanks, and let me know. *** *** From: *** *** [mailto:***@weed-pro.com] Sent: Saturday, April 12, 10:AMTo: ***Subject: Lawn Care ***, Thank you for requesting a quote from Weed ProIt was a pleasure speaking with you and I really appreciate the opportunity to earn your businessI’ve included a list of the products and prices (excluding tax) that we discussed over the phone for your convenienceOnce you’re ready to schedule your service, you can contact me at the number below. Also, we have a customer referral program that credits your account $each time you refer someone to us and signs up for the seasonThat person would also get a $credit on their accountJust something to keep in mind. If you have any further questions, feel free to give me a call or send me a quick email and I’ll get back to you as soon as I can. Thanks again, I look forward to working with you. *** Lawn Care ServicesIncluded?TreatmentDescriptionCostYesRound 1Professional Grade Fertilizer with Weed and Crabgrass Pre-Emergent$61YesRound 2Professional Grade Fertilizer with Weed Control$61YesRound 3Professional Grade Fertilizer with Weed Control$61YesRound 4Professional Grade Fertilizer with Weed Control$61YesRound 5Professional Grade Fertilizer with Weed Control$61YesRound 6Professional Grade Fertilizer with Weed Control$61YesWeed Pro's NoGrubThis Grub Treatment prevents grubs before they have a chance to do damage to your lawn.$61YesSpring Surface Insect ControlSurface Insect Control prevents Chinch bugs, Sod Webworms, Fleas, Ticks, & Spiders in your lawn.FREEYesVitamin Micro Nutrient TreatmentThis treatment helps to encourage Mycorrhizal Fungi activity in your turfs roots promoting growth.FREEAdditional Surface Insect Control ProductsNoEarly Summer Surface Insect ControlSurface Insect Control prevents Chinch bugs, Sod Webworms, Fleas, Ticks, & Spiders in your lawn.$0NoLate Summer Surface Insect ControlSurface Insect Control prevents Chinch bugs, Sod Webworms, Fleas, Ticks, & Spiders in your lawn.$0NoFall Surface Insect ControlSurface Insect Control prevents Chinch bugs, Sod Webworms, Fleas, Ticks, & Spiders in your lawn.$0 Your Totals:Subtotal (including any discounts):$427.007% Pre-Pay Discount:$29.89TOTAL (not including taxes):$397.11 Thanks, *** *** *** ***Director of Sales***@Weed-Pro.comSecond Email:Here is an email later in the season (after he claims to have cancelled services he never wanted in the first place) to run his cardHe also acknowledges that he “was told it was going to be $61-$a month” which contradicts his claim that he thought since he didn’t prepay for the services up front, he was not under any obligation to pay for the services we provided. *** ***Director of SalesWeed Pro, Ltd.*** *** *** WPNewLogo From: *** [mailto:***] Sent: Tuesday, July 22, 3:PMTo: *** ***Subject: RE: Weed Pro Account go ahead and run my card at $ I need to check my original quote as to what I agreed too because I was told it was going to be $61-$a month.... I dont ever recall any discussions of additional charges ***-------- Original Message --------Subject: RE: Weed Pro AccountFrom: *** *** Date: Tue, July 22, 3:pmTo: "***" First off my apologies for my delayed responseThe day got away from me. Here’s what I show for services due:6/6/Rd Lawn Care @ $65.886/6/Preventive Grub @$65.887/14/Rd Lawn Care @ $65.88 Let me know if you have any questions. *** From: *** [mailto:***] Sent: Tuesday, July 22, 9:AMTo: *** ***Subject: RE: Weed Pro Account Hmmmm that sounds high it should be for applications at $and change each could you break that out for me please? ***-------- Original Message --------Subject: RE: Weed Pro AccountFrom: *** *** Date: Tue, July 22, 7:amTo: *** *** ***, Looks like we have a MasterCard on file ending in ***.The current balance is $Would you like me to process the card for the whole balance? Let me know, and thank you for your quick response. Kindly,*** From: *** *** [***] Sent: Monday, July 21, 9:PMTo: *** ***Subject: RE: Weed Pro Account Hi ***, Just got this If you still have my credit card on file go a head and run a paynment If not, call me tomorrow at *** *** From: *** *** *** Sent: Friday, July 18, 4:PMSubject: Weed Pro Account Just sending out a friendly reminder that our records indicate a balance on your Weed Pro account.Please remember payment is due days from the date of serviceOur records are showing that a portion of your balance is over days past due.You are able to make payments over the phone with Visa, MasterCard, or Discover by calling the office toll free at ***You can also pay online by visiting our website at www.weed-pro.com/youraccount.Please call the office with any questions or concerns you may have, we would be more than happy to answer them.If you a have already submitted payment for this balance, please disregard this message. Best Regards,*** ***
*** *** hired us in March of 2017, we performed his first application on 3/16/2017, his second application was performed on 4/14/17, at this time we notified *** *** that he had bare areas in his lawn that will promote weeds and other undesirable grasses germination during a growing seasonWe did
his third application on 5/23/and once again notified him of the bare areasDuring our next visit on 6/28/we applied the next round of fertilizer as well as the grub controlFinally we applied his 5th round of fertilizer on 8/14/2017, at this time we notified him that his lawn was dry and needed water*** *** called in for the first time on 8/to complain about the state of the lawn, we are able to search our phone database and found no calls from the numbers and had no other wervice calls for *** ***Our service manager responded and visited the lawn on 8/24, "he left the following note, Stopped out to assess lawn issues Primary issue is turf disease (fungus) Leaf Spot and Rust are the most active throughout the lawn with some Dollar Spot here and there (see disease pamphlet and calendar) Lawn is mostly Bluegrass and Fine Fescue with patches of Tall Fescue in several areas Tall Fescue is the wide bladed grass that is not getting hit by disease, while bluegrass and fine fescue are extremely sensitive to a wide variety of turf disease Rust is not a damaging turf disease, but can give the lawn an orangish appearance from the bright orange spores that coat the leaf blade and often can be seen on your shoes and mower tires after mowing Will go away as we move into fall Leaf spot however can cause severe damage in spots and cause the leaf tissue to decline to a point where it won't recover There are a couple spots where damage has reached this point Disease activity is regulated by weather patterns (warm nights with high humidity and evening rainfall or watering promote several types of disease development)" Mr Wade then made his Revdex.com complaintThe partner responsible for *** responded and spoke with *** *** regarding the complaintHe was leaving for vacation the next day so plans were made to review the lawn together upon his returnWhile away our partner and service manager each visited the site and performed a review, as well as a courtesy fungicide was applied as well as days of rainUpon his return Mr Wade and our partner MrRush met to discuss the issues*** *** agreed the lawn was looking better since returning however his concern is for the unwanted Tall Fescue grass in the lawn and claims we were the primary reason for it being thereAgronomically this is impossibleThe type of grass does not grow or spread as quickly as Mr Wade believes it has this seasonIt is our position that this has been there and it was just not as noticeable for whatever reasonUntil our service manager visited and pointed out that it was there Mr Wade had not complainedLastly, as a courtesy our partner offered a free service and seeding of some specific areas as a remedy, additionally we are in the process of refunding the remaining prepay funds on *** ***'s account. Sometimes turf is able to fight off disease on its own if its getting enough water (inches per week in summer months...equates to watering each area for minutes 3-days per week depending on the sprinkler Recommend using rain gauge to accurately measure water during the week between rain and watering) If lawn is not getting enough water to push out enough new leaf tissue to recover from disease stress, disease damage can get out of hand quickly if you have a sensitive grass type and appropriate conditions for disease development.Fungicide can be used to temporarily relieve disease pressure (used on golf courses to maintain greens and fairways along with intensive watering regiment), but without irrigation, watering enough to promote growth in summer heat can be difficult Will be in touch to discuss options
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Though there is some limited truth to the chain of events as described from weedpro, the omitted facts are such. first, I contacted weedpro about a prepaid agreement for the season and was given a QUOTE. The acceptance of the agreement would have been accompanied by a check for payment. I wasnt convinced so I didnt act. Weedpro started treatment without an agreement in place. I never agreed to monthly billing. next they started treatments, and I felt obligated to pay for the first treatment after it was applied. I reluctantly called and gave them a credit card number, and I even mentioned to them at that time that there was no agreement in place. they treated a second time and this time applied some additional service to double the charge. I called and complained. they charged me for both charges anyhow. I do not have any evidence they treated anything again. No flags were left, no fertilizer pellets were visible in the grass.This time they billed for even more charges for things that were neither approved nor were they applied. if they produce a signed agreement I will be compelled to pay. all they have is a prepaid quote that was never initialized by me sending in a payment in full that the quote was based on.Im not paying them anything more, they haven't done anything to earn it.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I wish to share the following as well.
I filed this complaint the day that the incident occurredI did not disallow the technician to wash my driveway The technician who sprayed my driveway never approached me about washing my driveway After he completed his work on the neighbors lawn he left without speaking to meThe representative I spoke with on the phone said it would take 2-inches of water to clear the chemicals from my driveway He inferred that I could hose my driveway down I told him that was not my responsibility as I had not created the p***lem I also said I was not going to use and pay for my water told the representative that the technician should do this job and possibly ask the neighbor, their customer, if he could use his water I received no response from the technician nor a call back from the representative I call the office back about minutes later when I saw the technician had left without taking care of the problem and their offices were closed Again, this is when I proceeded to file the complaint
The next day, Mr*** ***, the owner came out to my home I spoke with him at length He offered to wash my driveway and pay for the water that would be used It was now hours later He shared a great deal of information with me and seemed to be honest and have a high degree of integrity He said that the chemical would have been fully dissipated by this time due to the sun exposure throughout the day I did tell him that if he could assure me it had dissipated that I trusted what he was saying and that there was no need to wash down the driveway at this point I also shared in detail the negative impact these chemicals have on my daughter's health restricting her to our home for periods of time after they are sprayed and when tracked into our home on her feet due to them being on my driveway or on the public sidewalks, she experiences health implications inside her own home and we have to re-clean our entire home to rid it of these chemicals
Mr*** did offer to provide a free organic treatment to the lawn He said he was going to send me the chemical contents of this product so that I could review that information and follow up on setting a date for the treatment I did no receive an email from him as of yet but, am confident that I will hear from him I was quite appreciative of Mr***'s time, the information he shared, his offer as well as the manner in which he handled the entire situation
Dear Ms. [redacted],
Thank you for bringing this complaint to our attention. We here at Weed Pro pride ourselves in providing the best customer care experience, while strictly adhering to ODA and EPA regulations. We are disappointed that our technician did overspray Ms. [redacted]’s...
driveway, and wanted to make the situation right.
However, we are a bit confused by this complaint. After the over-spraying incident, our technician offered to wash the driveway but was not allowed to use Ms. [redacted]’s hose. As a result, our owner, [redacted], made a special trip out to the [redacted] residence with lawn product neutralizer, as well as other cleaning supplies. Upon getting there, our owner had intended to clean, but was told to “not worry about it” by Ms. [redacted]. Furthermore, Mr. [redacted] even offered to provide a free treatment of our Holganix organic lawn product for her trouble. According to our owner, the conversation was pleasant, and satisfied Ms. [redacted]’s concerns.
Upon receiving this Revdex.com complaint, we are confused to Ms. [redacted]’s desired settlement. Again, our owner tried to wash the driveway and was stopped and told “not to worry about it.” Mr. [redacted] even offered to provide a free organic treatment to the lawn. At this point, we are not sure on how exactly to appease Ms. [redacted], and our owner is disappointed that his last conversation did not satisfy her request. We are willing to have her driveway cleaned, provide a free Holganix treatment, at no expense to Ms. [redacted], and would need her okay to proceed.
Director of Marketing
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I met with Miles this evening after work. He was polite and professional as he clearly explained what the issue was. Knowing that lawn service professionals know a great deal more about grass than I do, I expressed my dissatisfaction with what seems to be a missed opportunity on their part to tailor their treatment to better suit the various needs of my lawn during the course of the entire growing season, instead of using what seemed to be a "one size fits all" type of approach that worked for only the majority of my lawn.Miles said he will send a crew out to aerate and over-seed the stressed/dead areas first thing tomorrow.
Thank you for bringing this complaint filed against our company, Weed Pro, to our attention. It is our mission to provide our customers with the best experience possible, creating and communicating clear expectations of service. With this said, Weed Pro disagrees with Mr. [redacted]’s...
statements and claim made against our company. However, we do not at this time show an outstanding balance of $42.80, or any amount, on his account.
First, it has been our policy for the past 15 years to continue services from a year-to-year basis. This policy is clearly communicated with our customers multiple times throughout each season. Weed Pro Lawn Care, and many other lawn care companies, automatically continue service from season-to-season as a convenience for our customers.
It is for this reason that we notify the consumer MULTIPLE times throughout the year, and on our prepay letter for the following year giving them chances to change, or discontinue service. We received no communication from Mr. [redacted] notifying us of his wish to cancel his services before the 2015 season began. However, due to Ms. [redacted]’s insistence of this; we decided to cancel the account and write off their fertilizer treatment that had just been completed, as a sign of “good faith.”
As for the $42.80 in question, this balance was for a past due amount from 2014, and was paid for in full from the customer. There is no balance due at this present moment, and the [redacted]’s account balance stands at $0.
Finally, Mr. [redacted]’s claims that we performed services outside of the contract is wrong on two account. First, Weed Pro does not have customers sign any contracts, allowing customers to add or subtract services with a simple notification. Second, Mr. [redacted] received information outlining our services, as well as additional services ordered throughout the season.
In conclusion, Mr. [redacted]’s account has been cancelled, and there is no balance due on the account.
Please confirm that you have received our response to this email response at your earliest convenience.
Director of Marketing
Consumer responded via phone: Consumer stated he had communicated with the company via email. When he was not getting the desired results and communication from the company, he contacted the Cleveland office and they still did not respond. It was at that point that the consumer filed the claim with the Revdex.com. Consumer did meet with the company and tried to point out his issue with the lawn and a fungus being present. Consumer stated his yard is the only one that has the fungus in his neighborhood. The consumer feels the company is not accepting any ownership of the problem. Although the consumer remains unhappy with the services, he will accept the company's offer to apply soil, reseed, and fertilizer the lawn as well as the refund of the remaining contract. Consumer would like to schedule this as soon as possible.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.WeedPro
does not show a balance because I paid it after receiving a communication from their
office manager instructing me to pay the balance or you would “turn the account
over our 3rd party collection agency” and threatened
to impact my credit score.
2014 WeedPro provided services that were not part of the agreement. They may
not call it a contract but the document outlined specific treatments to be
applied, at a specific amount and it was signed. WeedPro applied multiple applications
that were not part of documented nor were these agreed to additions. Part of
the complaint is the constant up selling. Eventually and very reluctantly these
services were paid in 2014 and WeedPro was instructed to cease service. So why
would I need to inform WeedPro again in 2015 to discontinue service? This is why
I question the business practices, industry standard or not.
for the $42.80 in question, this balance was not for a past due amount from
2014, but for a treatment received in 2015. This was verified by WeedPro’s customer
service representative on September 15, 2015. Two treatments were applied; WeedPro
agreed to void one of the applications in “good faith” but demanded that we pay
for the other.
response from WeedPro seems to miss that they applied service in 2014 and 2015
that were not part of the contract (agreement in writing) nor agreed to outside
of the documented services. They continued to apply applications after they were
instructed to stop in 2014. Their reasoning of that I did not respond to their “MULTIPLE
times” of trying to contact me for additional service in 2015 should not be an appropriate
justification to continue to supply an unwanted service. It should not take
contacting the Revdex.com to get an account canceled. But I am thankful that the
account is closed. I just hope that my neighbors do not have the same
Telephone rebuttal response obtained from the consumer as follows:The consumer stated that his grass is turning green with the new company. The consumer stated he did everything the company told him to do and grass remained brown. The consumer stated for the first 6 years, the same lawn care person handled his lawn, in the last 6 he noticed it was not the same person, this is when problems began. The consumer is now requesting that his fees that were paid for this years service be refunded, roughly $300.00.
[redacted] Started Service in 2005 [redacted] has been a customer since 2005. During that time we have responded to every question and service call requested. In the twelve plus years, we have made every attempt to satisfy his questions and concerns for...
the performance of his lawn. It is true that weather condition at certain time of the season have caused disruption in the healthy performance of his lawn, but each and every time we have responded quickly and appropriately. In fact on many of those occasions we have extended free services to provide extra protection and remedies for his lawn because he was a good standing and loyal customer. Each occasion we took the time to explain to him the circumstances and effects of weather and moisture. I think this service is why he remained a customer for over 12 years. In August of 2016 upon [redacted]’s third request of the season to have his lawn evaluated, I personally performed the service call. We had previously provided him a $255.00 FREE fungicide to help lawn recover from a turf disease called Red Thread and applied at $129.15 FREE specialty fertilization application to assist in recovery because he was a long standing customer. Based on this I wanted to meet with him personally to discuss the situation and discuss option to make long term improvements. During our appointment on his lawn, I physically showed him the current condition in his lawn. His lawn was extremely dry and compacted, I could not even take a soil core 1 inch deep. I demonstrated this this with him while on his lawn that day. He insisted that he is watering and offered to show me his water bill. All I could do was show him the soil in his lawn was extremely dry and offered to let him use the soil probe to measure the moisture level in his lawn. After we agreed that the lawn was dry, we discussed in detail the reason why his lawn is more susceptible to Red Thread Turf Disease. I showed him the multiple varieties of grasses that were growing in his lawn and discussed the growing condition that each of those grasses prefer. One variety specifically was Fine Fescue, a turf type that prefers shade condition and develops a very thick thatch layer. That thatch layer makes it much more susceptible to Red Thread Turf Disease, especially when it is growing in the direct sunlight. I showed him areas in his lawn that had more shade and the lawn looked very good in those areas. We walked together on the left side of his house that received more shade and I showed him that more moisture is retained in that area and the lawn looked great. I further discussed with [redacted] what he can expect from a lawn with multiple varieties of grass and genetically how those type of grass would perform. I explained to him and offered to show him a Bluegrass lawn, which from a color and vigor perspective will perform better if his expectations was to have the greenest lawn possible. When he asked about his options, I told him he could reseed the lawn with a specific variety of grass. I further explained the National Turfgrass Evaluation Program puts out an annual report of the best performing varieties that measures color, vigor, as well as insect and disease resistance. He could choose varieties, and have the lawn reseeded if that was what he wanted to do. The recommendation had nothing to do with the current drought or red thread turf disease at that moment. The immediate recommendation was to saturate his lawn to restore the moisture to at six to eight in depth where the roots grow. He told me he decided not to have the lawn reseeded because he had just installed a new landscaping in his front yard and did not want to spend any additional money. Keep in mind, we do not install lawns so the price he received was from a different vendor so I cannot confirm the proposal he received to reseed his lawn. After that meeting In August of 2016 we continued his lawn care service until June of 2017 when he called again after our technician left him a note the lawn was experiencing drought stress symptoms. Our Customer Service staff brought this to my attention because after all the service calls we have performed over the years explaining the agronomics and providing free service to help, he told them our technician “did not know what the hell he was talking about”. Based on that comment, I called [redacted] and told him we would no longer service his account, and that we would just have to agree to disagree. On 6-29-2017, I received a letter from the Revdex.com that [redacted] had filed a complaint. I called John to ask why, and he was not happy with the note that our technician left that his lawn had drought stress symptoms. Here is the note left… Your lawn is experiencing drought stress, please water the lawn very deeply at least 3-4 times, 45-60 minutes per area, per week for a couple weeks to restore the moisture level in soil. Once the color is restored, you can return to a regular watering schedule. It's best to water in the early morning. [redacted] said he had pictures that showed the lawn moist and I tried to explain to him that his note of drought stress symptoms doesn’t mean that it wasn’t moist at that moment, but must have been dry recently because of the poor vigor and growth. The note was completely appropriate and left from a 20 year experienced lawn technician. In conclusion, we are in business to succeed and take very seriously and professionally what we do so making a decision to walk away from his business with us was sincerely thought out. I thought it was the best decision to avoid any future conflict. We hold no hard feeling, and understand [redacted] has hired a new professional to care for the lawn. Respectfully submitted, Robert P[redacted] Owner Weed Pro Lawn Care
Business responded to complaint.Thank you for bringing this complaint to our attention. Weed Pro strives to provide the best customer experience for all of our customers. In the matter of [redacted], Weed Pro acquired a company ([redacted]) and all of their active accounts. Each...
customer of “[redacted]” received an announcement regarding the merger, and instructions to notify us if they did not wish to continue services with Weed Pro. In addition to her account being noted as a “continuing” account, the account was marked as a “full lawn” treatment by the staff of [redacted]. Unfortunately, due to this error, her property did receive treatments in the front and back yards. In conclusion, we did not hear from Ms. [redacted] regarding the fact that she did not wish to receive treatments for 2015. After applying our first round of the application, we were informed of Ms. [redacted]’s wishes not to continue with services from Weed Pro, as well as her wishes not to have the back yard treated. However, due to the circumstances of acquiring this customer from a merger with another company, and her wishes not to do business with us; we have removed Ms. [redacted] as a customer and removed her balance of $36.33. WPNewLogo[redacted]Director of Marketing
From: Miles R[redacted] Date: Tue, Oct 18, 2016 at 2:24 PMSubject: Revdex.com Complaint #[redacted]To: "[email protected]" <[email protected]>
To whom it may concern,
Below please find our position regarding complaint ID # [redacted]
As referenced we have had this...
customer since 2015, in that time we have only been alerted of an issue one time 9/6/16. Our customer contacted us to let us know that he had brown areas in his lawn and wanted someone to come out and check to see if their were burns from any of our products, our CSR responded immediately with the below email:
Of course I can have someone take a look. I know the last time we were out the technician said you had a turf disease which could be what you are seeing in the lawn, but to be absolutely certain I will have the manager take a look for you sometime this week. Thank you for letting us know!
It should be noted the application was performed on 8/16/2016 and we heard from our customer on 9/6/2016. Product issues will show up within days of the application.
Upon receiving this request a service call was generated for a manager to go and review the areas, he was on site the next day (9/7/16) and left this note:
Stopped out to assess lawn issues. No fertilizer or herbicide burns that I can tell...you will see a pattern of some sort with chemical burns. This looks like BAD Bill Bug or Chinch Bug damage on top of drought stress in the front yard. Turf disease and drought stress damage as well throughout the lawn. Robert has noted drought stress and turf disease activity since June. When turf is drought stressed, it is really a roll of the dice on weather you will have an insect or disease issue cause significant damage. Sometimes you get lucky and lawn just goes dormant. But if and when you get compounding stress factors, serious damage can happen. Seeding will be necessary this fall to get the front to fill back in. Recommend using a more drought tolerant grass type like Tall Fescue as opposed to sensitive grass types like Bluegrass and Ryegrass.
Following the above visit, our manager called and left a message on 9/10/16 to follow up on his notes above.
Our final visit to the site to address what was thought to be damage caused by our products occurred on 9/12/2016. At this time our Manager confirmed no grub damage, checked the entire front yard thoroughly, Did a courtesy Fungicide valued at ($60) and called AGAIN to leave a message informing our customer of his follow up visit, his findings and the FREE fungicide for the affected areas. At that time he was advised to start a watering program and left his contact info again asking for a callback to discuss. Upon returning to the office he sent an email to our customer summarizing as well, it is below.
I wanted to follow up with you after my visit this morning. Obviously your front yard has not weathered this summer very well. Given the information I have from your lawn technician’s notes this season, and the current state of lawn with no signs of grub activity, my analysis of the situation is that this area of your lawn experienced some sort of turf disease or insect issue (or both) during a state of drought stress that caused significant damage to sections of the front. The rest of the lawn seems to be OK. There are signs of drought stress and turf disease throughout the lawn, but obviously the rest is doing better than the front.
I understand that it is a natural reaction to assume that burned out sections of a lawn can only be caused by herbicide or fertilizer, but the damage from insects and turf diseases under drought conditions can be severe and easily mistaken for a burn. Misapplication of fertilizers and herbicides is unmistakable and there is typically a pattern; straight lines, curved lines, or zig-zag lines are most common.
Please believe that I don’t want your lawn looking like this any more than you do, and I want to work with you to get it turning back around after this rough summer! Today during my follow up visit I did a courtesy fungicide treatment to the front yard to help relieve any turf disease pressure. I highly recommend starting a regular watering schedule in the front yard ASAP to help the healthy turf, and stressed turf that is still alive to start recovering. I recommend you maintain this watering schedule (30 minutes per zone every day, or 60 minutes per zone every other day) for the next 2-3 weeks. This should take us into cooler fall temps when seeding will be possible. The front should be aggressively aerated and over seeded this fall to help areas that don’t recover to fill back in. If you are interested in making your lawn more drought tolerant and resistant to insects and disease, now would be a good time to start the transition to more durable grass types such as Tall Fescue or Hybrid Fescue/Bluegrass.
I imagine you have some questions, and I would very much like to meet you on site to discuss everything in detail, so please contact me at your earliest convenience so that we can arrange a meeting.
As for the rest of the season, our technicians notated on every application starting in July the lawn was dry and to please water.
And on the final application dated 10/10 our technician notated that our customer had newly seeded areas and that he avoided spraying weed control in these areas as that can kill new grass plants.
With all of that our partner in charge of Columbus is going to reach out to our customer to attempt to resolve this issue, and will be on site to review and determine what can be done to rectify the situation on 10/19.
Miles R[redacted]Partner, Branch Manager
[email protected]: 740.549.9991 F: 440.949.5296 7832 North Central Dr.
Lewis Center, OH - 43035Weed-Pro.com
Some of these chained emails are not mine, or have been reworded. Look at the progression of dates! These are falsified. Again, I requested a prepay yearly quote. I never agreed to it by paying in advance. I questioned the additional charges immediately and told them to stop. They are lying to you, show me a signed contract.