Lawn Police Lawn and Landscape

This
complaint is extremely disheartening as a business owner trying to do the right
thing and signing up with your company’s services to show our community that we
are the good guys and can be trusted. I feel as a business we have gone
out of our way to appease Mr. with each of his requests and with each
accommodation, the measuring stick keeps getting moved by Mr. further
and further to a point that the customer is now attempting to extort money from
my business through the means of online defamation attempts.

Mr. was provided with a
written estimate for routine mowing services at his property. A copy of
the estimate is attached to this response. See attachment for
details. If you are to review the attachment you will observe that the
estimate covers the routine mowing, string trimming, and hardscape blowoff for
4333 sq. feet of grass (turf) area. Mr. agreed to these terms and
requested the described services from my business. I have not mentioned any of these issues to
Mr. to defend my company, as I was trying to take the customer is always
right approach.

On 05/13/20, Mr. was
provided with his initial service and did not make any remarks about the
service quality. The crew performing this service did however note that
the property was in poor condition and had been neglected for a long period of
time. Due to this previous neglect it is
common for our services to take a couple services to establish a solid baseline
for a new property.

A
crew showed up the next week on 05/20/20, and Mr. advised us that he
wanted to go with the bi-weekly service option provided on the estimate.
At this time Mr. did not make any remarks about the quality of service
or indicate in any way that he was confused about the scope of our routine
mowing service.

On
05/27/20 we performed an additional routine mowing service for the turf areas
of Mr. property and received no negative feedback or
concerns.

Mr. was provided with an
invoice for the above described services for the total of $262.50, and on 06/03/20,
Mr. sent an email requesting I contact him by telephone. I
attempted to contact Mr. throughout the day on Thursday 06/04/20 without
a response.

I was able to speak with Mr.
*** by telephone on 06/05/20 and he stated he was having phone issues.
I fielded Mr. questions and concerns related to his invoice. Mr.
*** stated that he was unwilling to pay full price for his services, since
he did not feel that the project was fully completed each service. Mr.
*** stated that since the “job was only half done he only felt he should pay
half price.” I assured him that my company would not be charging him for any
services that he did not receive or were unsatisfactory.

I asked Mr. for further
clarification on what areas were missed during his routine mowing services and
he notified me that there was tall grass growing in his rock beds and mulch
beds. I notified Mr. that we could offer him different services
such as a spring cleanup and herbicide application for this specific issue,
however he stated that he wanted the service to be included in the price he was
paying for routine mowing services. I notified him that his satisfaction
was important to me and that I would consider adjusting his bill, once I
inspected the work done at his property.

I
notified Mr. that I would be driving over to his house as soon as
possible to check where the breakdown was on services. I asked Mr. if he was available to
speak with me in person to discuss his services and expectations and he
notified me that he was unwilling to speak due to COVID-19 concerns. If we were able to fully communicate with Mr.
***, I truly believe that this issue would have been resolved in a favorable
outcome for all of those involved.

On 06/03/20, I responded with a
crew to Mr. property. Upon arrival, I observed a large amount of
tall grass growing in the rock and mulch beds of the front yard. I
observed that this tall grass was the product of previous neglect for the
property and was outside of the scope of the routine service described in the
written estimate provided to Mr. based on it being in an area that was
not covered by the estimate’s measurement of 4333 sq. feet and the fact that
these areas are not areas that can be mowed. Please see attached photos
of the grass height and location. It should be noted that there were
several areas of tall weeds on the property that had not been maintained by the
home owner and Mr. had not contacted us to perform services for these
issues. The reason I note this is to
show that as a business owner I have attempted to provide a scope of work for
each service and communicate that information to each customer for each
service. It would be nearly impossible
to run a routine mowing service that covers all the potential tasks and
services needed for an enitre property and without a clear cut description of
the scope of work to be performed as included in the written estimate, my company
would be subject to a slippery slope of tasks/expectations that would not allow
our business to be profitable.

I
observed that the previous services were completed in satisfactory manner as described
in the written estimate provided to Mr. before services began. The crews performed as trained for routine
mowing customers and per company policy related to the scope of work to be
completed with each routine mowing service. This same scope of work applies to all of our routine mowing customers
and has not been an issue with other customers.

In an attempt to keep Mr.
as a routine customer and satisfied with our services, I instructed the crew to
cut down the tall standing grass in the rock/mulch beds of the front yard and
even participated in the service myself. The service was complimentary
and above and beyond the scope of a routine mowing service that Mr.
signed up for. Upon the completion of the
complimentary service, Mr. sent me emails of tall grass growing in the
rock area along his fence that was not an area discussed during the phone call
as it was along the back yard and Mr.’s complaint only related to the
front yard of the property.

I called Mr. to speak
about the additional grass and he immediately told me that he wanted to
discontinue service and not have any further communication with me and hung
up. Mr. was provided with a credit on his invoice of $131.25 for
the misunderstanding. Mr. paid this invoice immediately without
any complaint or request of a full refund.On 06/08/20, the company ***
page received a low rating and message from a "***"
disparaging the company, and the owner for customer service issues. As
this was the only complaint we had during this time frame, along with
similarities in Mr.’s phone complaint, and the fact that we have never
had a customer named "***" it was pretty apparent that the
correspondence was posted by *** using an online alias. I
responded to the post with similar facts outlined in this response and
apologized for the miscommunication. On 06/14/20, ***
posted on the company *** page alleging similar issues to the one
contained in this complaint. I have not responded to this on social media
at this time. Upon receiving notification from
the Revdex.com of Mr. continued assault on my company's reputation, I have
called both phone numbers provided by him, and emailed him at this provided
email address offering a full refund and he has not responded to me at the time
of this writing.

As
far as any communication being taken down from the *** page (Lawn Police
Lawn Care) I would be more than happy to take down any and all communication
involving Mr. upon him removing his disparaging words that he initiated.

On
06/05/20, I believed that these issues were all resolved by giving Mr.
free services and substantial credits to his account that were not necessarily
warranted. Mr. talks about not
wanting further communication, although is obsessively initiating unnecessary communication
between us through the use of his and alias social media accounts. Although I cannot stop him from posting,
platforms such as this one can easily identify what is going on here and block
his words preventing them from being involved in possible civil litigation
against Mr. if warranted.

As
long as Mr. removes his and any alias he is associated with, along with
refraining from any future comments involving my business, I would be happy to
give him a full refund and remove my comments.

I
am sorry that Mr.’s experience was not great with my company, however it is important to me that reviewers of
this complaint recognize that it lacks any merit or substance in alleging any
wrong doing or poor service by my employees or myself and the Revdex.com’s response to
Mr.’s issues should be supportive of my business.

Full refund has been granted to Mr.. We attempted to refund Mr. other account, however he would not provide details for the refund. His personal information will be removed upon him removing both recommendations on ***.

Thanks for your time again Mr.. A receipt of the credit sent to your account from *** has been emailed to you. Best of luck going forward and have a wonderful day. We appreciate your input.

Thank you for your kind words Tyler. We appreciate your business and look forward to earning a five star rating on our next service with you. Let us know if you need anything in the future.

Aria,
We appreciate you taking the time to share your experience with our company's service with others. Thank you for your business and feedback and let us know if we can be of service to you.