Pro Lawn Co. Of Winchester

October 2, 2014
To Whom It May Concern.In response to the complaint against A Prolawn Service Center by [redacted] and the $30.00 processing fee withheld from her refund; in our Account Policy under Prepayment Policy and on our invoices left at the customer's home at the time of...

service. It clearly sates any refunds will be charged a $30.0D processing fee.I have reviewed [redacted]'s account back, to the beginning of 2013 and she was issued a refund of $50.85 by credit card on 6/24/2013 for a lawn treatment that burnt her lawn. AH services in 2013 were cancelled after 7/8/2013 and she received a refund check for her 2013 prepayment in the amount of $203.40 with no processing fee withheld. Even after the refund last year. Prolawn on tried to fix bare areas with aeration and seeding at no cost to the customer.There have been some issues with her lawn with mole disturbances and bare areas in 2014. Prolawn  has tried to correct these areas, but accepts that the [redacted]’s are unhappy with our services. Prolawn does not have a problem with customers cancelling their services; the accounting department is just following normal written procedure in refunding prepaid monies.I am including a copy of the Account Policy Information, sheet and a sample invoice received by the customer after every service.Thank you, Kylee H
Accounting Assistant

October 10, 2014
To Whom It May Concern,
In response to the complaint against A Prolawn Service Center by [redacted] and the services rendered on 4/16/2014 in the amount of $268.67 (including service charges) in our Account Policy under Auto Renew Policy and on our invoices left at...

the customer's home at the time of services it clearly states the Lawn Care Programs is continuous from application to application, year to year unless we are notified otherwise. A service agreement is sent yearly, at the beginning of the year, with the proposed services outlined, with the second and third lines explaining the actions required of the customer if they do not wish to receive services.I have reviewed [redacted]' account for 2014. The 2014 Service Agreement: was mailed on February 3, 2014. Since no response was received, according to policy services were started on April 16, 2014. A follow up call was made by customer service on April 24, 2014 at 7:25 pm  to [redacted]. At that time,  [redacted] stated he was concerned that the quality of the service was not as good lately. He said when the techs come out they lack initiative in doing their jobs. There seems to be no system to their spraying, seem: like they are only doing a partial service. [redacted] said that he thinks we do good service and that he has been pleased with ProLawn so far. His lawn looks better than his neighbors. He said was just giving feedback on the service. He said he really appreciated the call because he was thinking of calling us." At no time during that phone call did he state he never wanted our services.Prolawn has provided these services per the written Service Agreement and does expect these services to be paid in full. **. and [redacted]’ account with Prolawn was cancelled as of July 25. 2014 after a phone call with [redacted], where she stated she “would pay whatever she feels like."I am including a copy of the 2014 Service Agreement, the Account Policy Information sheet and a sample invoice received by the customer after every service.Thank you,
Kylee E
Accounting Assistant

Horrible experience. We used them for two years. I wanted to drop them after year 1 but they talked me into a second year...."the yard needs time to respond". In two years my weeds were out of control, they oversprayed weed killer into my yard and destroyed about 3 different areas of grass outside of my garden beds (they did apologize and spent two months repairing it), they also used chemicals on the yard when it was too hot out (their confession) which killed a lot of my grass. I had a big party coming up so they apologized and "sprayed" my yard green so it would look like grass. Unfortunately they also spray painted parts of my brand new fence green. Took them two months to come out and replace that. Honestly, instead of making my life easier, they added so much stress. Spent a ton of money and probably had less nice grass at the end of two years than when I started.
Run from these folks.

Review: ProLawn claims they serviced my lawn 5/8/2014. I did not renew my contract with them. Then in July they sent me a bill for a service on 4/16/2014. I did not authorize treatment for 2014. I had been a customer for many years, always renewing my contract with full payment in January. They have also started adding service charges as well that currently total $25.11, in addition to $230.72 for a service I never asked for or authorized. They have also provided conflicting dates of supposed service.

They claim they can contractually continue to service the lawn.

I was not aware of pending charges until July 24, 2014 as a result of an email from them.Desired Settlement: Withdraw the bill in total.

Business

Response:

October 10, 2014To Whom It May Concern,In response to the complaint against A Prolawn Service Center by [redacted] and the services rendered on 4/16/2014 in the amount of $268.67 (including service charges) in our Account Policy under Auto Renew Policy and on our invoices left at the customer's home at the time of services it clearly states the Lawn Care Programs is continuous from application to application, year to year unless we are notified otherwise. A service agreement is sent yearly, at the beginning of the year, with the proposed services outlined, with the second and third lines explaining the actions required of the customer if they do not wish to receive services.I have reviewed [redacted]' account for 2014. The 2014 Service Agreement: was mailed on February 3, 2014. Since no response was received, according to policy services were started on April 16, 2014. A follow up call was made by customer service on April 24, 2014 at 7:25 pm to [redacted]. At that time, [redacted] stated he was concerned that the quality of the service was not as good lately. He said when the techs come out they lack initiative in doing their jobs. There seems to be no system to their spraying, seem: like they are only doing a partial service. [redacted] said that he thinks we do good service and that he has been pleased with ProLawn so far. His lawn looks better than his neighbors. He said was just giving feedback on the service. He said he really appreciated the call because he was thinking of calling us." At no time during that phone call did he state he never wanted our services.Prolawn has provided these services per the written Service Agreement and does expect these services to be paid in full. **. and [redacted]’ account with Prolawn was cancelled as of July 25. 2014 after a phone call with [redacted], where she stated she “would pay whatever she feels like."I am including a copy of the 2014 Service Agreement, the Account Policy Information sheet and a sample invoice received by the customer after every service.Thank you,Kylee EAccounting Assistant

Horrible experience. We used them for two years. I wanted to drop them after year 1 but they talked me into a second year...."the yard needs time to respond". In two years my weeds were out of control, they oversprayed weed killer into my yard and destroyed about 3 different areas of grass outside of my garden beds (they did apologize and spent two months repairing it), they also used chemicals on the yard when it was too hot out (their confession) which killed a lot of my grass. I had a big party coming up so they apologized and "sprayed" my yard green so it would look like grass. Unfortunately they also spray painted parts of my brand new fence green. Took them two months to come out and replace that. Honestly, instead of making my life easier, they added so much stress. Spent a ton of money and probably had less nice grass at the end of two years than when I started.
Run from these folks.

Review: I prepaid for 2014 lawn services at a reduced cost. Company provides statement with full cost and reduced cost for prepaying. Basically, prepaying is encouraged. I cancelled the service after company after their treatments failed to grow grass and in fact killed some of the remaining grass. I received a refund and when I called to ask why I had not received the entire amount I was told that there was a $30 processing fee for the refund. So they encourage prepayment and then get the money back if you request a

refund. I believe this practice is unethical.Desired Settlement: Check refund for refund balance of $30.

Business

Response:

October 2, 2014To Whom It May Concern.In response to the complaint against A Prolawn Service Center by [redacted] and the $30.00 processing fee withheld from her refund; in our Account Policy under Prepayment Policy and on our invoices left at the customer's home at the time of service. It clearly sates any refunds will be charged a $30.0D processing fee.I have reviewed [redacted]'s account back, to the beginning of 2013 and she was issued a refund of $50.85 by credit card on 6/24/2013 for a lawn treatment that burnt her lawn. AH services in 2013 were cancelled after 7/8/2013 and she received a refund check for her 2013 prepayment in the amount of $203.40 with no processing fee withheld. Even after the refund last year. Prolawn on tried to fix bare areas with aeration and seeding at no cost to the customer.There have been some issues with her lawn with mole disturbances and bare areas in 2014. Prolawn has tried to correct these areas, but accepts that the [redacted]’s are unhappy with our services. Prolawn does not have a problem with customers cancelling their services; the accounting department is just following normal written procedure in refunding prepaid monies.I am including a copy of the Account Policy Information, sheet and a sample invoice received by the customer after every service.Thank you, Kylee HAccounting Assistant