NaturaLawn of America

I spoke with a representative (Corinthia) from NaturaLawn of America via text message on April 1, 2020 following my online request for information. The text explained a first application price, actions to be taken and explanation of 7 apps available. I accepted the offer, via text message, and was thanked by the representative. I was told that the owner (Bill) would be calling within 48 business hours to schedule my first application. By April 9th, I still hadn't received a call from Bill. I informed the representative (Corinthia) of this via text message. Corinthia never replied to my text. To-date, neither Corinthia nor Bill have replied. I'd given extra leeway given the national pandemic, but no reply at all. I was truly looking forward to a business relationship with the company having seen an example of their work. Sadly, I will be forced to find an alternate service provider. I won't rate the company completely negative since I was never afforded a true working relationship with them. However, my attempt to become a customer has, sadly, been one of confusion and dismissal.

We spoke with the customer on 1/27/and she verbally agreed to serviceShe agreed to services at her fathers property and provided her fathers phone number as the point of contactWe were not made aware that she was not the home ownerat any timeWe spoke with her father and he gave her cell phone number as she signed up for the service and is the resposible party for the billWe spoke with ***, played the recording twice, we also spoke with her husband and played the recording as wellIn the recorded conversation its explained customer service would be calling back to welcome her to the service and we would be sending a new customer welcome packWe do not call our customers( unless requested) the day before a service is providedWe call to welcome new customers to service which was done but as explained before we were provided the fathers phone number as a point of contactIf the customer would like to listen to the recording again we can play againThe balance is owed on the account

In response to complaint:> Customer had a wild violet issue on his lawnIt is extremely hard to control and requires a lot of attentionWe notified the customer of the issue and did multiple free visits in between his chargeable servicesWe have drastically lowered the amount of wild violet plants on his lawnWe even provided a free over seeding( $value) to his lawn even though he did not complete the full program as agreed in the beginning of the seasonWhen a customer alters the program they are charged for the free seeding but we waived that fee after ** [redacted] met with our operations manager and agreed to split the bill by paying half now and half in March when we resumed serviceIn order to resolve this issue we are willing to take a half payment of $but request payment for the free overseeding that was doneThe new balance would be $ [redacted] | Office Manager

We have offered several times to split the bill to resolve this matterOur offer still stands

I can provide the recording but as stated in the previous response we have stopped the collection process with the account and [redacted] has also been notified to stop their collections as well

As a company we are confused why this needs to be brought to a lawyers attention, as we stated in the previous response we are crediting the bill

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As stated before I never agreed to this service and will not be paying for it 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 Regards, [redacted]

NaturaLawn of America regretfully declines [redacted] 's respond to the complaintNaturaLawn has done everything in it's power to provide all documentation regarding the annual renewal of serviceThe annual renewal of the service has not changed from 2012, when [redacted] agreed to service, as well as in to when service was also agreed uponWe have continuously attempted to contact [redacted] regarding the balance on her account, and offered a complementary discountAll documentation can be provided to prove these attempts

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is not an accurate representation of what took place in such plain words I had to contact Revdex.com, another franchise, and the corporate office several times The corporate office said they would attempt to help and they did, however, with very little influence due to the franchised nature of the business I rejected offers of 20% (originally)off the bill and 50% off the bill after I vehemently denied any responsibility for what happened and continue to deny such responsibility - this was after corporate was involved I then offered to pay 25% of the entire invoice to "make it go away" This is essentially 50% of the 1st bill they sent They had to think about it for several days for some reason and then they got back to me stating that they would accept my offer I am still not happy and will never be happy about this situation I was taken advantage of, plain and simple In closing: After the above, it is to be settled Regards, [redacted]

The safety issues have been completed on 6/and before I could finish what I was doing [redacted] confronted me out by the swing set [redacted] was really hard to talk with and with all the yelling from [redacted] I left the situation I will be dropping off new roof pieces for Michael to install I will not step foot on property anymoreFor the late installation was weather and a family emergency I did take off $for the free airpogo That Micheal forgot to mention in his letter Thank you ***

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 Regards,

We are so sorry for this customer’s confusion about her account We go to great lengths to ensure that customers are fully aware of the services we are providing, their costs and payment terms.In this case, the customer won a free application of mosquito control for her yard by entering a drawing we held at the Delaware Home & Garden Show at the Chase Center on March & 28,When our representative called her on April 1, 2015, to inform her that she had won the drawing, he also offered her our regular mosquito control treatment program that includes ten treatments during the summer season at the price of $per treatment The customer agreed to our regular, ten (10) treatment program and provided her credit card information for payment for the nine (9) additional treatments during the summer season The customer was also advised that, since there is no written contract, she could cancel treatments at any time by phone, letter or email.On April 2, 2015, we sent this customer, via regular, first class mail, a written confirmation of her acceptance of our ten (10) treatment program with the first treatment being free That letter included our service agreement that identified the ten (10) treatments for which her property was scheduled and she had agreed to, the price for each treatment and showed that the firsttreatment was to be performed for free Furthermore, we enclosed an offer with the letter that included an additional discount for the nine remaining treatments if the customer chose toprepay for her annual mosquito control treatment program.On April 22, 2015, we sent this customer, via regular, first class mail, a post card reminder that mosquito control services were about to begin On May 19, 2015, the first mosquito control treatment was performed for this customer On June 2, 2015, the second mosquito control treatment was performed for this customer In both cases, per the customer’s request, an email notification was sent to the customer the day before the treatment was performed.Based on the foregoing, it is evident that the customer agreed to the additional services and had ample opportunity to question the schedule of treatments after receipt of the written confirmation Furthermore, additional written and email correspondence provided this customer additional opportunity stop any further treatments so that, by failing to do so, the $for the second treatment is clearly due and owing.Notwithstanding the above, we have written off the customer's outstanding balance due, including a $credit card processor return charge, and have stopped any further collection activities

We are sorry that the customer feels that wayThere was a delay in accepting payment as the account was placed with a collection agencyIn order to prevent more issues/delay we needed to speak with the agency on how to handle paymentThe customer needs to forward the payment to the agencyThe 4th of July holiday caused this delay as our office was closed to celebrate with our families We spoke with the customer and explained he needed to work with agency now

We take considerable pride in offering the highest quality and customer service experience for our customersWe therefore truly regret the confusion concerning this customer’s accountPlease allow us to clarifyWhile it is correct that we come out, on average, every - weeks for lawn treatments, the interval between some treatments may be as little as a week depending on what makes the most sense for the individual propertyVariables include (but are not limited to) time of year, temperature, weather and lawn conditionsWe apologize if this message was not communicated adequately to the customerMost importantly, the “unapproved” treatment was one of the customer’s seven (7) regularly scheduled treatments he agreed to when he started services in April and was done concurrent with the core aeration with overseed so as to ensure the best seeding resultsIn circumstances like this when treatments are close together, we are always amenable to allowing our customers to stretch out payment so long as we can do the treatment at the correct time from an agronomic standpointSince our receipt of this complaint, we have reached out to the customer and have agreed to inspect the property with the customer and redo, if necessary, the core aeration with overseed job in its entirety at no additional chargeDuring our inspection we will check for seed germination which would signal that seed was put down during our initial aeration and overseedingIn this case, if there are areas of the lawn without germination, we will only redo those areas so as not to damage the existing young grass plantsIn turn, upon completion of the inspection and any necessary repair of the seed job, the customer has agreed to pay his outstanding balance at the time of the inspectionWe made an attempt last week to meet with the customer to affect this plan but he failed to keep the appointmentIn response, we tried several times to contact the customer and we have yet to hear backWe will try again this week

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:What is stated in the letter is not true Someone came to inspect the yard He knocked on my door and after inspecting the yard, even though I was in the house, he never knocked on the door or rang my door bell to talk to me I never told him to leave my property.When I was called regarding how to resolve the problem with my yard, I was told that I would have to pay another fee.Also, my yard is completely destroyed I had two people look at my yard and I have been told that the dirt will need to be turned over, the yard will need to be fertilized and the decision has been made to put down turf Regards, [redacted] ***

This is not our customerThe North [redacted] franchise serves only [redacted] Please send this to the correct franchiseThank you!

Revdex.com: 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 was never offered free herbicide to kill grass...unexceptable

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***