NaturaLawn of America

I am responding to complaint that was received below from the customer , myself and our collections team have had numerous conversations with Mrsince the beginning of the year when the customer first canceled out the services The customer has been with us since and is aware of our auto renewal policy as we are a continuous company year to year until notified to discontinue We did a service on his lawn this year on 3/8/in which the balance is for , the customer then called in on 3/13/and stated that he wanted to discontinue the services After a very long conversation that day he stated that he was dissatisfied with the services and didn’t want to continue I explained that we did the soil amendment and he claimed that he didn’t renew that he always prepaid in the past and this year he chose not to because he wasn’t continuing , I explained to him that if he didn’t notify us that he was canceling that the service auto renews I went over with the customer that we do send out a total of three prepay letters at the end of the season for the new season and he claims that he got just didn’t send back because was not continuing The conversation still continued and I offered to work with him and send someone out a manager to evaluate the lawn see what’s going on because he has been with us for years he said that was fine but he was still canceling the account and was not paying for the bill I went ahead and canceled out the account at that point because we were going back and forth and he felt that because he never sent in the letter to prepay that the service just would cancel, I expressed again until we are notified it will auto renew so at that point the services were done because he didn’t call us and the balance was due After our conversation a manager did go out and evaluate the lawn and follow up but still canceled, each conversation after that is that he doesn’t agree with the auto renewal process and is not paying the bill Our collections team has sent the customer out letters showing and stating where it shows that its auto renewal and he still doesn’t agree and doesn’t want to pay When a customer signs up with us we send out a welcome packet to all customer and in that it states that the services will automatically renew year to year until notified to discontinue So in the customers situation he has been with us for years and is aware but feels that he is not happy didn’t want to continue and because he didn’t prepay for that it would automatically cancel and that’s not the case So the balance on the account is due for the services that were done this year we have tried to work with the customer and tried to give him a 20% discount off but he still refuses

I had a conversation today with [redacted] regarding the balance owed on his accountWe agreed upon [redacted] paying $of the balance and NaturaLawn covering the rest for the miscommunicationI explained the reason for the application being completed, which we both agreed that was acceptable Notes have been placed on his account where any service representatives need to speak with mr directly before applicationsResolution was made via phone

Our sales rep spoke with ** [redacted] on 3/10/We have a recorded confirmation call of ** [redacted] agreeing to serviceCustomer Service followed up to welcome them to the service the following dayWe also sent out a new customer packet to outline the program and scheduleWe did go through many checks and balances to ensure the customer was aware they were on schedule for service To resolve the account we have notified [redacted] to stop collections on the account

[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: ***
I am rejecting this response because:
I disagree with the assertions of the business. I never, under any circumstance, agreed to
stay with the service beyond calendar year Every time the business contacted me, I said “no
more,” and told the business that I was thoroughly dissatisfied In fact, I had the business as my lawn service
provider in years prior to 2013, and discontinued due to dissatisfaction. I agreed to give the business one more chance
in 2013, and their unsatisfactory service is what resulted in my decision not
to renew for 2014. When they sent an
invoice to pre-pay for 2014, I did not accept their pre-pay offer, and every time
the business called to try to sell additional services, I emphatically said “no.” This business just does not know how to
accept a “no more” answer. In fact, I
continue to get solicitations from the business for them to do more work. Please convey to the business that their
offer to take 20% off the bill for their performance of an unauthorized service
is not an acceptable resolution. The
only acceptable resolution is for the business not to charge for performance of
unauthorized service, to issue a zero balance statement, and to stop calling me
and sending me statements.
Regards,
*** ***

[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: ***I am rejecting this response because: Business did not comply with my request.Regards,*** ***

We thank you for your business and we are so sorry for the confusion about your account. We take considerable precautions to ensure that our customers are fully aware of the services we are providing, their costs and payment terms.When you agreed to the Mosquito Ranger service, we sent you,
via first class mail, a written confirmation and service agreement which indicates that our service is continuous from year to year. In addition, every invoice you received from us states that our service continues from year to year and you need only call, email or write to change or discontinue services. This practice of providing continuous service is similar to many other services provided for your home; for example, trash removal, your cable service or even your newspaper.As a courtesy to our customers, via first class mail, we send letters reminding them that their property has been scheduled for the upcoming mosquito control season. On March 11, 2015, wesent you a letter notifying you that your property was scheduled for the season. That letter indicated the price for each of the ten (10) scheduled services and included a prepayment offer if you chose to prepay for your servicesOn April 22, 2015, we sent you a second scheduled service notification via a first class post card. Neither the card nor the letter was returned to us as undeliverable by the USPS.On May 13, 2015, we performed the first treatment to your property. On May 28, 2015, we provided the second treatment of the season to your property. We have carefully reviewed our email, phone, mail and other records and have found no communication from you in until after the May treatment; at which time you indicated you wanted to discontinue all services but did not wish to pay the bill for the treatments already performed. After that call, our Office Manager made several attempts by mail and phone to reach you in an attempt to resolve this matter but these attempts went unansweredApparently the confusion about your account stems from the call made in August, 2014. Our records from this phone call indicate that, when you were asked if you wanted to suspend treatments (treatments to resume in 2015) or terminate all treatments, you wanted to only suspend treatments.Based on the foregoing and since there was a clear miscommunication and/or misunderstanding from the call made in August, 2014, we have determined to “split the difference” and issue you a refund in the amount of $48.Again, we are so sorry for the confusion about your account

I the owner of the company spoke to *** ***s on 8/11/ There was a charge of because he cancelled the account before the
second application I agreed that we would remove that charge and at the time that was what he was looking for The complaint *** is making is inconsistent, since he is first saying that we did not do the application and then saying that he was not happy with the first application, but we did not hear of this till 8/8/ The application was done and it was not raining, the truck said NaturaLawn of America which is our company so we did not sub this out We do not sub any of our work out We did spray the foundation plantings, lawn area, and feet into the woods which is what we normally do I do agree with *** that the equipment was fogging the area and not spraying, but the application was done correctly We did not hear from *** until 8/8/when our tech went to the house after calling him the day before and *** told the tech that he was cancelling service because he just had yard work done and did not want anyone on the property, so the account was cancelled at 9:45AM on 8/8/ Our policy is that if you cancel before the second application we will revert the first discounted application to full price When I spoke to *** I told him that I would take the reverted charge off and I did on 8/11/when we were on the phone. *** ***OwnerNaturaLawn of America*** ***

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

Customer signed up for service on at the *** Home ShowIt was explained verbally and through writing that service renews every year until we are notified to stop, jsut as any other house hold service. We mailed 2 reminder letters in November and January that service
would be resuming and even offered a disount if she wanted to take advantage of it. Customer did not notify us to close the account until 5/12/The first service of was performed on 4/8/Customer claims to have canceled in March but told our customer service team she canceled in FebruaryIn order to resolve we offer 20% off the bill

Mr ***s has had our services for years and every year we send out a service agreement which states the following. Here are your services for this year if you need to change anything on your account please let us know. You do not need to send anything back or contact us to start
service, we will automatically start service when the weather permits. We also called Mr* *** *nd left a message on 5/that we will be out for your first application on 5/18. On 6/30/Mrs emailed us that she was going to pay the bill and to put the account on hold because she will let us know if she wants anymore applications this season. 7/18/we still did not get paid so we sent another statement. Since then we left messages to call us and on 9/15/16, mrs called and paid the bill and cancelled services due to ***l reasons.
John ***
Owner

NaturaLawn of America stands by our previous remarks

We thank you for your business and we are so sorry for the confusion about your account. We take considerable precautions to ensure that our customers are fully aware of the services we are providing, their costs and payment terms.When you originally agreed to the Mosquito Ranger service, we
sent you, via first class mail, a written confirmation and service agreement which indicates that our service is continuous from year to year. In addition, every invoice every customer receives from us indicates that our service is continuous from year to year and you need only call, email or write to change or discontinue services. This practice of providing continuous service is similar to many other services provided for your home; for example, trash removal, your cable service or even your newspaper.As a courtesy to our customers, via first class mail, we send letters reminding them that their property has been scheduled for the upcoming mosquito control season. On March 11, 2015, wesent you a letter notifying you that your property was scheduled for the season. That letter indicated the price for each of the ten (10) scheduled services and included a prepayment offer if you chose to prepay for your servicesOn April 22, 2015, we sent you a second scheduled service notification via a first class post card. Neither the card nor the letter was returned to us as undeliverable by the USPS.On May 22, 2015, we performed the first treatment to your property. After the initial treatment, we sent two statements and made several phones calls about your account balance which went unanswered. It wasn’t until the afternoon of July that we spoke to you and were advised that you had moved and did not want to pay the bill even though you failed to notify us of your move.Since our service is continuous from year to year and we had sent two courtesy notifications about service start up prior to making our first treatment, it is not unreasonable to request payment for services that have already been provided. That being said, we also recognize that making a move can be a very hectic time and have therefore determined to credit your account for the treatment done on May 22.Again, we are sorry for the confusion about your account

The customer agreed to the serviceWe have a recording of the customer speaking with the sales person at the time of the sale and the customer agreed to service The balance is owed

We thank you for your business and we are so sorry for the confusion about your account. We take considerable precautions to ensure that our customers are fully aware of the services we are providing, their costs and payment terms.When you originally agreed to the Mosquito Ranger
service, we sent you, via first class mail, a written confirmation and service agreement which indicates that our service is continuous from year to year. In addition, every invoice every customer receives from us indicates that our service is continuous from year to year and you need only call, email or write to change or discontinue services. This practice of providing continuous service is similar to many other services provided for your home; for example, trash removal, your cable service or even your newspaper.As a courtesy to our customers, via first class mail, we send letters reminding them that their property has been scheduled for the upcoming mosquito control season. On March 11, 2015, wesent you a letter notifying you that your property was scheduled for the season. That letter indicated the price for each of the ten (10) scheduled services and included a prepayment offer if you chose to prepay for your servicesOn April 22, 2015, we sent you a second scheduled service notification via a first class post card. Neither the card nor the letter was returned to us as undeliverable by the USPS.On May 22, 2015, we performed the first treatment to your property. After the initial treatment, we sent two statements and made several phones calls about your account balance which went unanswered. It wasn’t until the afternoon of July that we spoke to you and were advised that you had moved and did not want to pay the bill even though you failed to notify us of your move.Since our service is continuous from year to year and we had sent two courtesy notifications about service start up prior to making our first treatment, it is not unreasonable to request payment for services that have already been provided. That being said, we also recognize that making a move can be a very hectic time and have therefore determined to credit your account for the treatment done on May 22.Again, we are sorry for the confusion about your account

Our company has decided to credit this bill

This is the response to the NaturaLawn of America at Montgomeryville PA.First and foremost, I am not aware of their policy of so-called"continuous service agreement"I signed the contract for one yearservice, and renew it year by yearAs the service quality continuesto deteriorate, and the lawn at our backyard was in very badcondition, we decided to stop the service, and didn't respond to theirlettersTo a customer, the service providers only provideservice with the customer request/permissionI offered to pay for thebalance if NaturaLawn of America can produce the proof that I signedon the "continuous service agreement", which they claimed it does notneed my signature.Check out the online reviews on NaturaLawn of America atMontgomeryville PA, and see how many complaints on unsolicitedservices! Such practice is very deceptive!

Mr ***s has had our services for years and every year we send out a service agreement which states the following. Here are your services for this year if you need to change anything on your account please let us know. You do not need to send anything back or contact us to start
service, we will automatically start service when the weather permits. We also called Mr* *** *nd left a message on 5/that we will be out for your first application on 5/18. On 6/30/Mrs emailed us that she was going to pay the bill and to put the account on hold because she will let us know if she wants anymore applications this season. 7/18/we still did not get paid so we sent another statement. Since then we left messages to call us and on 9/15/16, mrs called and paid the bill and cancelled services due to ***l reasons. John ***Owner

[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 as Answered]
Complaint: ***
I am rejecting this response because:the facts are not truthfulwe are not thinking about selling our housethey were never able to make this lawn look decent after years and one thousand dollarsWe no longer wanted the service because this lawn looks badwe want them to not charge for the one service this year because again it looks like nothing was even doneI did not refuseto have them come out to look at this lawnanother lie on their partthis is a bad company
Regards,
*** ***

In response to the complaint,
We have tried multiple times to resolve this issueRepeated phone calls from customer service and the operations manager but *** would only respond by faxing copies of our statements with hand written notes on themWe wrote a letter asking for an email address so we can communicate with him but he refusedThe balance will stand on the account
Sincerely
*** ***
Naturalawn of Anerica

[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: ***
I am rejecting this response because:Have called in and spoken with *** *** and ***I will no longer call into customer service due to the abusive nature from *** and I have spoke and he agrees to disagreeThat being said, the customer is always right$is the number we agreed to and I stand on that
Regards,
*** ***