Turf-Fashions, Inc.

Initial Business Response /* (1000, 7, 2015/09/08) */
We at Turf Fashions, strive to give the best service possible to those who care about their lawn as much as we doAny complaint received between any of our treatments, is assessed and resolved free of chargedIf the desired result of any
treatment is not met; we do everything we can to ensure that excellent service is achieved in a timely mannerThis being said, there are no records showing that the customer was unhappy with his serviceThere are neither service calls nor customer complaints recorded on his account for the months we have been treating his lawnAlthough this customer's invoice was shown to have had the full charge; we have extensive records to show that he was given the correct pre-pay discountThis would have been resolved at the end of the yearWe would have seen that the customer pre-paid for the year and adjusted the last treatment to fit in the customer's yearly budgetAs stated on the pre-pay letter agreed by the customer; a seven percent discount is awarded to those that pay for a yearly program of seven treatmentsThe agreed discount was based upon treatments the customer agreed toWe can't award a discount for treatments not doneDue to the completion of only three treatments, the discount for the agreed seven was null and void, which resulted in a partial refund of the original amountThis company does not and will not hang up on our customers, disputive or notOur goal is to make all customers happy with their lawn and if there is a problem due to our services, find a solution that will achieve this goalHaving heard the conversation between the business owner and the customer; the conversation was one sided with ill will and it was directed towards us not the customerWe tried to resolve the problem with the customer and work with them as courteously as possible, which only ended in a lost customer
Initial Consumer Rebuttal /* (3000, 9, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first hired Turf Fashions (TF) in June on the recommendation of my two next door neighbors, who were also clientsTF treated my lawn times during 2014, the last being 11/24/After those treatments, my lawn had considerable weeds, including crabgrass that was more prevalent than before TF startedMy neighbors (we live in a row) also experienced this, and I called TF on behalf of myself and my neighbors to complainI was assured during that conversation that the weeds would die in the winter and the spring weed control would prevent the weeds from returningDuring this period I also aerated with a professional-grade plug aerator and national-branded grass seed, which helped mask the amount of weeds present in the lawnAs I trusted the weeds would be handled in the spring, I prepaid for services for in Jan for the year
In the spring, TF treated my and my neighbors'lawns in Feband AprThe weeds were again prevalent and my next door neighbor contacted TF on our behalf to complainAfter the July treatment, and with the lawn looking the worst since TF started the service, I discontinued the serviceEven with the calls, TF did not respond with any follcalls, any on-site visits or any additional treatments to help the weed problemMy neighbors have since cancelled their service because of similar weed results
As I called to discontinue the service, I asked that my remaining account balance be sent back to meI saw no returned funds for weeks and had to call again to request my returned balanceThe owner said he would send itWe had some discussions as to the amount, but as he did not have my account pulled up, he could not give me an exact figure
When the check came, it was short of the stated balance on all statement I had receivedI was only asking to be charged the normal, non-discounted per-visit treatment rate which all customers pay if not getting a yearly discountTF stated that was not the policy and that even though my invoice showed my charges at the normal, non-discounted rate that somewhere in the future there would have been an adjustmentTF refused to pay the balance remaining and instead payed me a lesser amount and told me they were doing me a" favor." There is no written policy on this, no verbal policy given, no early termination fee stated on any document; no contract signed, yet TF seems to dictate terms it deems without corresponding dataAs I argued that this was not stated and TF told me to "deal with it."
Admittedly, the money that TF still owes me is inconsequential in my household budgetI fully realize that TF will not refund the money as $is more important that customer satisfaction, corporate good will, and word- of- mouth advertisingI feel it's my obligation to future potential customers to document my experiences so that they may see what service level I have encountered
In summary: Multiple calls were made to complain about the weeds with no follow-ups from TF; TF dictated terms of the contract that were not stated verbally or written; TF told me as I was unhappy to "deal with it."; My neighbors also had similar lawn results and terminated their service; I had to make multiple calls in order to receive the money owed me
Final Business Response /* (4000, 11, 2015/09/25) */
The customer sent in Prepay form with check #XXXXXXXXXX for $on 12-15-The proposal stated plainly in large letter it was for one FULL YEAR and expired on 12-31-We had already been doing his lawn for monthsThe customer sent in his payment per the agreementWhy would he send this in if his lawn looked bad? We feel we have made every effort to satisfy this customer by sending him a refund even though he was the one breaking the agreementAll of the claims stated are not trueWe have no records of ANY complaints by this customer, nor any complaints to the tech when we went out to service his lawnThe only way we found out he wanted to break the agreement was when arrived to do his summer treatment for 2015, someone was home and was informed not to do itHis lawn looked good then per our notes and inspection at that timeNor did his lawn have crabgrass on Nov 24th of 2014, due to the fact that crabgrass dies out with the cooler tempsWe are at a loss as to why the customer wanted to cancel? Possibly he got a cheaper price and want to try a lesser service to save some money? Dealing with the public you can never please 100% all the timeThere is always the % that you simply can not pleaseWe believe this is one of those casesOut of the 10's of 1000's of lawns we have had the honor of servicing over the past years, only have we had a complication pleasingCorrectly, $is more important to this customer than honoring his agreement and integrityAgain we feel we have bent over backwards to come to some resolution with this customer to no availWe feel no further obligation as you can never please everyone
Final Consumer Response /* (4200, 13, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)