Lowrys Lawn Service

Lowrys was contacted by *** to service his property, we explained that we would first need to check the property and give a free estimate. All contact was via email. At first the email conversation moved forward, unfortunately we stopped receiving replies to our emails.
We have tried to contact *** numerous times, each time we receive a delivery notification failure (16 in total!). We still have all these saved.
The estimate was as not signed as stated in the complaint but was electrically accepted on the 24th April. Since then as mentioned above we have tried to contact *** to let him know when he can expect the service to begin, to send the first invoice and to request payment details. Initially we were going to start service on the 28th April, this was then pushed back to start at the beginning of May (4th) due to no contact.
Even though *** said he was an old customer we have no records of him or any details . Our only contact option was email as *** did not provide a phone number. Unfortunately, because of this our options have been very limited and we had hoped that *** would call us so we could proceed with his service, our phone number is on the bottom of all emails we send out as well as our website.
No call was received. On the 04th May we received an email simply saying "I signed your estimate when's my lawn getting mowed Sent from my iPhone" followed by another email on the 14th May telling us of the complaint. We responded to these emails but just received the fail notification "recipients' mailbox full"
The only option we could have done was to send someone to knock on the door and explain our emails are coming back to us. This is not something we would do at any time, particularly more so during the current Covid 19 situation.
It is not uncommon for people to request our service but then not move ahead. And that is exactly what we assumed must have happened here as *** was clearly price conscious requesting discounts straight away, we thought he may have gone with a cheaper company. The complaint has been marked as "Sales Practice Issues " when it was actually a communication issue.
We do not hard sell, on the contrary we do not sell. We are contacted for a service, we then give an estimate with no sales pitch, we leave it to the customer to decide. At Lowrys we pride ourselves on doing a great job and as such know people coming to us do not need to be sold.
The desired resolution as stated by *** is completely out of the question. I do not see how we have cost *** $120. If the suggestion is that another company has carried out the service for $120 then it is not an extra cost as our estimate was $118 which would have been paid before service, had our emails got through and payment received. The suggestion that we have somehow cost $120 is in my opinion dishonest. ***'s desired resolution also says we should honour our contract and provide a months free service. We do not have a contract, we have work agreements, within the agreement at no point does it suggest we will give out free service for any reason, let alone because we could not contact someone. We invest a lot of money in finding and retaining quality employees who will give an exceptional service every time. With that we then keep our pricing as low as possible to give our current customers exceptional value for money, it would be wholly unfair to all our valued customers to offer a months free service, to anyone, in particular someone who is frustrated that we could not contact them, through no fault of our own.
Our desired resolution is to move on.