NaturaLawn of America

To whom it may concern:Thank you for making us aware regarding *** ***' concerns.*** *** and our Operations Manager, John C***, spoke on Thursday October 30th, and came to an amicable solution Both parties were satisfied with the outcome and we hope to provide service to the Evans'
property again in the future.If there is any other information that needs to be provided at this time, please don't hesitate to contact us.Thanks

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

Our offer of 20% off the bill stands

In response to complaint:
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Our Auto renew policy was communicated with both **and ***It was explained verbally once to both ** and *** and explained on separate occasions in writingThe customer was made aware from the day they signed up for service about the auto renew policy, we made his wife aware when she spoke with customer service the following day when welcomed to the program, in writing when receiving the new customer packet and twice in writing over the off seasonOur company does not require a signed contract, something that is communicated to every customer when they sign up for servicePlease see the attached service agreement that every customer receives in their welcome packetAs explained when we spoke to *** on 4/15/in order to clear the account up we would offer a 20% discount making his new balance $There is nothing more our company could have done to communicate our policies
*** ***
Office Manager

The customer has been using our service since August
On 6/29/our office received a voicemail requesting to close the account
because of a weed issue and
claims we never showed up to provide serviceIt
was explained that we provided a lawn care application on 6/19/consisting of
fertilizer and weed control at 7:40amThe customer disputes that our tech was
there because he did not receive an invoice at his doorIt was explained to
the customer by customer service that the service was provided and customer
service offered to have the technician who did the application call and go over
the applicationThe technician called the customer on occasions but we were
never able to speak with the customer so messages were left on his voicemailWe
utilize a third party truck tracking system that shows we were at the
customer’s property. We did not speak
with the customer again until 7/6/where he told our accounts receivable (AR)
representative that he would not be paying the bill and hung up the phoneOn
7/13/we received another letter stating "As you have previously been
notified, the service on 6/19/was not providedNo bill was left at the door
with the survey about the visit as has been your practice in the pastHowever,
I am willing to compromiseIf you wish to provide the weed control in my
presence with an appointment and done to my satisfaction, I will consider a
final payment of $109.” On 7/14/the customer spoke with our AR rep it was
explained we would do a service call providing he made a good faith payment of
50%The customer initially declined that offerOn 7/21/the customer agreed
to make the good faith payment and a manager visit was set upThe manager made
over phone calls from 7/22/through 8/28/trying to schedule this
visit. The manager went to the
customer’s house on 8/31/in hopes to catch someone at the house since phone
calls were going unanswered, while we were at the house he spoke with the
customer’s wifeOur manager treated all weeds in the lawn that dayWe were
then told the issue is with weeds in the flower beds not in the lawnWeeds in
the flower beds are not covered by a lawn care application as it requires
different productsThe customer has always communicated the issue was with
weeds in the lawnThe customer called in later that day claimed he never
agreed to any services with our company and that the manager did not provide
any services that dayThe manager spoke with the customer’s wife that day and
she even stopped him once the service was completed to tell him the issue was
not in the lawn it was the bedsOur company has gone over an above to satisfy
the customer’s requests and the remaining balance on the account will be owed

The customer never closed the account in the seasonAt the end of we made special arrangments with the customer to have specific techs do her services and address her weed issuesCustomer agreed to stay with the service under those condtitionsWe sent reminder notices about service
starting in on 11/18/and 1/27/The first service was provided on 3/13/14 and we recieved notice in the mail to close the account on 3/17/We were able to speak with customer on 3/18/when she explained she wanted to cancel service because she was unhappy with the tech, we offered to meet her on the lawn and she refused and hung up on our repWe have spoken with the customer multiple times since then, our offer to take 20% off the bill still stands

After reviewing the account ***spoke with our sales rep and verbally agreed to serviceIn the recorded conversation it is explain that ***will be put on the schedule for late February or March twiceIt is very clear that *** agreed to serviceWe also called *** the following day and left a
voicemail at 9:36am welcoming her to the service and confirming her purchaseWe mailed a new customer package on 1/23/The new client package lists all the services the customer is scheduled for and a break down of every serviceThe application done on 3/11/was a soil amendment application and was applied to the entire propertyWe start service by treating in the back yard and move to the front yardIn order to clear the balance we offer to credit 20% of 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: ***I am rejecting this response because:
It's just unacceptableBusiness did not comply with my request.Regards,*** ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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 clarifyThe customer received treatments on 7/and 7/which were paid in fullOn 8/we treated a neighbor’s property by mistakeWhen advised by the customer about this error, we apologized for the mistake and assured her that she would not be charged for that treatmentWe returned the following week (8/17) to treat the customer’s propertyAnother treatment was done on 9/At this point the customer’s balance was $for treatments done on 8/and 9/($each) and we put a pause on our services until the balance was paidIt is our policy to pause services if a customer is treatments behind on payments
In addition to the statements left behind at the time of each treatment, we called and left a voicemail on 9/regarding the customer’s balanceWe also sent payment reminder emails on 8/26, 9/and 9/After no payment and no contact back from the customer, we had no choice but to send her to collectionsOn 10/the customer called in and paid her balance in fullWe also verified that we had her correct email and phone number on fileBecause our mistake on 8/left this property untreated for an extended amount of time, we have refunded the subsequent retreatment charge (done on 8/17) in full ($48)
Again, we are so sorry for the confusion about this 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:Replied previously regarding rejection
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:
I never agreed to any
services to be performed on my property from the referenced company
They called me and asked
if they could record my statement, I stated that I was interested in getting
more info sent my house at that time, I never agreed on any contract for any
service to be performed
I work for a large company that would never conduct business this wayThe way that Natural lawn is conducting business practices is unheard of,
the twisted my words and recorded only what they wanted me to sayI had already fertilized my lawn before they even came out, and they trespassed on my property without my permissionI never told them, signed, or verbally agrees in any way shape or form to any service for this company that is not trusted at all! to drop chemicals on my lawnI am not paying for anything, next I will be contacting a lawyer and let them take care of it
*** ** ***

I would like to closed these complaints and indicate they have been settled

[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:
This service was a gift to us so we never paid any money to this company , it was paid by someone elseNot once over the phone were we told that we had to call ans cancel for the next year! They only called multiple times to ask us if we wanted to pay for an additional service for aeration of our lawn which I told them everytime we were not interested in, yet they continued to callI only agreed to pay half the bill because the person I spoke with in the phone was ignorant and lacking in customer service skillsAfter minutes of telling me that I was at fault and speaking over me instead of listening to me, I finally requested to oay only half the bill to get off the phone with himNot once did he apologize for the misunderstanding or for no one returning my multiple phone calls, he only accused me and tried to make me say it was my faultHe actually kept saying to me " ma'am this was yor fault, am I right? Admit that it was you at fault"Unless they can prove that mail was actually delivered to my home stating we had to call and cancel, then I do not feel I should be responsible
For the balance billed to me.
Regards,
*** ***

We are so sorry for our confusion about this account. We truly appreciate the ***’s bringing this problem to our attention.Per their request, we have removed them from our calling lists. Please accept our sincerest apologies for our overzealous attempts to retain them as a
customer

*** *** spoke with our customer service representative, Brenda, about the service being cancelled via a note with her final payment of *** *** is stating that a note was in the envelope with her final payment on December 5thThere was no note present in the envelope stating to
cancel the serviceThe protocol in place for any documentation mailed to NaturaLawn is to copy the document, a follow up call, and cancel out the accountThe account was not cancelled because we did not receive any noteWe would have seen a note enclosed and saved it, like we do all payments and notes that come inThere were no notes in the envelope and we have verified that by going through all of the mail from that day, which is stored alphabetically after being entered into our systemAdditionally, over the winter we sent out numerous pieces of communication reminding all customers that the service was going to begin in the spring of These communication pieces included a copy of the service agreement that *** *** received when signing up for the service originallyNew customer packets, services agreements, reminder mailings/calls/emails are used to to make sure all customers understand that the service renews unless we are notified to cancelNaturaLawn was not made aware that *** *** did not want to renew her service. Copies of the payment slip and check can be provided to the Revdex.com upon request to show the explained protocol is in place as described.*** *** then spoke to our office manager, Kyle, he stated the same thing as the customer service representativeAt no point did any representative who spoke to *** *** state that she was a liarWe only explained our protocol and that we did not receive any note*** *** stated that she will contact all her neighbors and write reviews about her situationShe then stated that if we did not receive her note, then she will simply claim that we never did any application on her lawn this year to get out of paying the balanceThis is falseWe can provide documentation, truck tracking, and visible proof that the application was completed. We are always open to amicable resolutions and would absolutely like nothing more than to achieve that in this situation

Please see additional information from consumer

We spoke with the customer on 2/25/and Mragreed to serviceWe have a recorded confirmation of the purchaseCustomer Service also followed up the next day welcoming the customer to the service and explained service will start as soon as the snow meltsWe left a voicemail on the home phone
at 12:06pm on 2/26/That same day we sent out our new customer pack again welcoming customer to the service and the program they agreed tooWe confirmed service twice by phone and once by writingWe did not hear from the customer until the second service was performed on their property, months from the time of orginally agreeing to serviceIf there was an issue why didnt the customer call us after the first service was done? We leave invoices at the door at the time an application is madeWe also reached out to the customer by phone in between the two application in regards to payment for the first service, we did not receive a return call at that point either. We were never made aware the customer has brain injury until 5/6/When the customer orginally called to cancel the service on 4/29/he did not even mention it to usWe did in fact try to reach out to the customer to resolve this issue but the customers picks up the phone and hangs it up right away

My grass is worse now than when I started using Natural Lawn in Attended a neighborhood party two weeks agoIn a discussion with three neighbors learned that they'd all quit using Natural Lawn in after being disappointed with the quality of the product and billing practicesThe menitioned that the company increases there rate without notifying the customerI came home and compared my rate this year to last year an noticed the same issueI made the mistake of paying for my service via auto-draftI filed a complaint with Revdex.com last weekNo response from Natural Lawn yet

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 clarify
"margin-bottom: 0in;">While 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