NaturaLawn of America

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I want the recording of me verbally accepting the service. I want to hear that I set up a date.  I never receive a phone call the next dsy. I want to know what number did they call. I hold witness that there was no treatment to the rear of my lawn. There was only visible treatment on the front if my lawn, absolutely nothing on the back. If this coming proves in the voice recording I agreed to the service.I will only pay half of the full amount do to the lack of services to the rear or sides of my lawn. 
Regards,
[redacted]

We spoke with Mrs. on 4/7/14 when she agreed to service. We applied our first application on 4/16/14. Upon the first visit we found many bare spots and weeds. We treated accordingly and made Mrs. aware of these concerns. We applied our second application on 5/30/14 where we again made Mrs. aware of...

the concerns on her lawn. Mrs. lawn has undesirable turf and weeds, it will take more than 2 visits to turn this property around. Our program is designed to feed and condition the soil as well as get rid of pests I.E weeds & insects. This service is not a one time type service and it was explained it may take 1-2 years for maximum results. We spoke with Mrs. on 6/11/14 where she expressed her concern with the lawn. We sent a manager out the property to meet and go over concerns and develop an action plan for future services but Mrs. told him to leave the property because she was canceling service. Her account was closed at that point. We tried to reach out to Mrs. since that visit but had no luck. Mrs. hired our company to improve her property but in most cases it will require more than 2 visits to do so. In order to resolve the account we will offer 20% off the bill as we did what we were hired to do. We would also like to set up a time to for the manager to meet with Mrs. again.

Complaint: [redacted]
I am rejecting this response because:
I am rejecting this because no resolution or terms were given. It is just what I say vs what they say. They feel like I should pay for a service I had canceled and I know I canceled and do not feel like I should pay. I am not sure where we go from here???
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
They are basically admitting they wouldn't sell/offer their services if they knew that I was handicapped.
I told them loud and clear that my wife makes all the decisions in our family.
This firm should just chalk this one up to good will, and utilize their resources somewhere else.
Since the last response they have sent multiple mail, emails and phone calls.
I would like for them to stop harassing me.  In fact if they don't apologize and write this off to good will my next steps will be to call
The Attorney General & The Bureau of Consumer
Financial Protection Bureau and have them harass them.
Regards,
[redacted]

To whom it may concern,
The following customer, Mrs. [redacted], is fully aware of NaturaLawn of America's annual renewal service. Any service may be cancelled at any point in the year. [redacted] did not cancel the service before the start of the 2014. There were two...

prepay letters which are mailed in November and February stating that the service will renew automatically. These same protocols are done every year which [redacted] receives. [redacted] has been a customer for 5 full seasons dating back to 2003 through 2005, and signed up again in 2012. Services that continued from 2012 to 2013 had no issue regarding an annual renewal of service; same for the 3 years starting in 2003. [redacted] started service again with NaturaLawn of America on February 22, 2012.
No notification of cancelling service was received until after the application was done on March 19, 2014. The last communication with her prior to March 19, 2014 was on July 5, 2013 regarding a specific request for an application to be done by [redacted]. Two more applications were done after the July 5, 2013 application. [redacted] was called on March 18th, prior to the scheduled application, to notify her of the appointment. [redacted] contacted NaturaLawn of America regarding the application done and cancelled the service at 3:58 PM. Our customer service representative stated to [redacted] that our service does auto renew from year to year. [redacted]'s account was marked as cancelled on March 19th, 2014. 
On April 7, 2014, a message was left for [redacted] regarding the pending bill for the one application done. [redacted] left a message on April 7, 2014 stating that she is "pausing her account for this year" and she will contact us if she wants to continue. A NaturaLawn of America customer service representative left a message on April 8, 2014 for [redacted] stating that the account was marked on March 19, 2014 as cancelled and there is a pending balance for one application since the account was not cancelled prior to the first application on March 19, 2014. 
On April 10, 2014, [redacted] contacted NaturaLawn of America regarding the balance and stated that he refuses to pay the balance. The NaturaLawn of America customer service representative made [redacted] aware of the annual renewal of the service and no previous conversations to cancel the service. [redacted] continued to refuse to pay the balance of $78 for the one application.
Voice messages were left every 7 days after the following conversation on April 10, 2014, requesting a call back to discuss the account. Two final calls were made, May 14th and 19th offering a 20% discount to clear the balance. Our attempts to establish contact and come to an amicable resolution went unanswered and we had no option but to refer the balance to a collection agency
At this time, we do not believe that NaturaLawn should be responsible to clear the overdue balance. We believe we took every possible step in notifying the [redacted]'s that service was beginning, including calling the night before. We absolutely will still honor the 20% courtesy discount that we have offered in the past. Copies of the service agreement, annual renewal notices, the service invoice, and customer sign-up/cancellation dates available upon request. The financial group information where the balance was sent is: [redacted] Dallas, [redacted]. Their contact phone number is ###-###-####. NaturaLawn has no involvement with submissions to credit bureaus.
As a local company, we are saddened anytime we lose a customer and certainly would never make it a "goal" of ours to put a mark against their credit report. We try to be there for our customers and often times, like in the case with the [redacted]'s, a customer will discontinue the service only to reinstate a couple years later. We try to work with all of our customers; letting a family leave the service with a bad taste about us is a sure sign they will not reinstate the service in the future. We truly feel we have done everything we could to pre-notify and then follow-up regarding the service and the bill in this situation.
If there is any other information that is required, please don't hesitate to contact us immediately.
Thank you very much for making us aware of this situation.
Brandi B[redacted]

In response to below:

class="MsoNormal">
[redacted]'s husband ([redacted]) did sign up for our service on 2/14/13. We have three levels of confirmation to ensure the integrity and quality of the sale. At the end of the sales calls, the sales rep records a confirmation, ensuring the customer signed up for service. The next day, our customer service calls to verify the info and verify the sale. If the customer is not home, a message is left to confirm. Then, a welcome package is sent that has everything in writing. In very bold and plain letters it states the customer has signed up for service.  When we arrived for our first visit [redacted] informed our technician to close the account. At that time the account was closed, no services were provided. A follow up call was made to confirm the cancellation, at this time **. [redacted] said he did not want the account closed he simply wanted us to wait until late march when it was warmer outside. We followed his request and re-activated the account and resumed service on 3/27/13. On 5/13/13 we arrived at the property to provide the next application and [redacted] again said she wanted to close the account and no service was provided. We could not reach **. or [redacted]. on a follow up call and did not hear back from them until 5/31/13 when [redacted] disputed the service done on 3/27/13. The only service that was provided to their property was on 3/27/13 per **. request. We have tried for almost a year to get the balance settled, to no avail. We turned the account over to an outside collections agency. The bill is owed and any further discussion on the matter needs to be handled with the outside collections company. **. and [redacted] have been told this many times.

To Whom It May Concern: The customer has had service since 2015.  At the time of sale, all customers are notified of our auto-renewal policy by both the sales representative as well as by mail.  Each customer is sent a New Customer Welcome pack that includes a copy of our service...

agreement.  Our service agreement states: “All NaturaLawn of America programs are continuous, not a “one time” trial basis.  The service will be continued from year-to-year automatically unless you notify us otherwise.  The program may be discontinued at any time.”   Each year we send out renewal pack/notifications that include a copy of our service agreement and a savings coupon for additional pre-season savings.    Preceding the start of the 2017 season, the renewal information was mailed 11/24/17 and again on 1/19/17.  We performed the application on 5/2/17. On 5/10/17 the customer spoke to a representative from our company and indicated that they did not wish to continue service because they were not happy with the results and indicated that they were thinking of selling the house.  In response to service related concerns our representative offered to send a manager to the property to evaluate the lawn and come up with an action plan but the customer refused to allow a manager to come out for a free evaluation.  At this point the customer did not dispute the balance for the application nor did they dispute the auto-renew policy. On 6/7/17 the customer spoke to our accounts receivable representative.  At that time the customer disputed the auto renew policy stating that he doesn’t agree with the policy.  He was offered a copy of the service agreement and refused.  That same representative spoke to the customer again on 7/10/17.  The customer disputed the auto-renew, this time indicating that the policy did not apply to him because he prepaid for service and refused to have the service agreement sent to him again.  In all, the customer was notified at least 6 times in 2 years that the service does auto renew and that prepaying for service is not required.  NaturaLawn of America is willing to speak with the customer and come to an amicable resolution.

The customer has been using our service since August 2014.
On 6/29/15 our office received a voicemail requesting to close the account
because of a weed issue and claims we never showed up to provide service. It
was explained that we provided a lawn care application on 6/19/15 consisting...

of
fertilizer and weed control at 7:40am. The customer disputes that our tech was
there because he did not receive an invoice at his door. It 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 application. The technician called the customer on 3 occasions but we were
never able to speak with the customer so messages were left on his voicemail. We
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 7/6/15 where he told our accounts receivable (AR)
representative that he would not be paying the bill and hung up the phone. On
7/13/15 we received another letter stating "As you have previously been
notified, the service on 6/19/15 was not provided. No bill was left at the door
with the survey about the visit as has been your practice in the past. However,
I am willing to compromise. If 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 7/14/15 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 offer. On 7/21/15 the customer agreed
to make the good faith payment and a manager visit was set up. The manager made
over 15 phone calls from 7/22/15 through 8/28/15 trying to schedule this
visit.  The manager went to the
customer’s house on 8/31/15 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 wife. Our manager treated all weeds in the lawn that day. We were
then told the issue is with weeds in the flower beds not in the lawn. Weeds in
the flower beds are not covered by a lawn care application as it requires
different products. The customer has always communicated the issue was with
weeds in the lawn. The 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 day. The 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 beds. Our company has gone over an above to satisfy
the customer’s requests and the remaining balance on the account will be owed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Their response is completely untrue. We have requested a recording of the conversation and they have refused to provide the information. At no time was there any confirmation of approval to treat or proceed with their services, and this will be proven with the company providing the so called recording they claim to have from the conversation.
Regards,[redacted] & [redacted]

We have reviewed the account and have decided to credit the bill

We are sorry that the customer feels that way. There was a delay in accepting payment as the account was placed with a collection agency. In order to prevent more issues/delay we needed to speak with the agency on how to handle payment. The customer needs to forward the payment to the agency. The 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.

I had a conversation today with [redacted] regarding the balance owed on his account. We agreed upon [redacted] paying $50 of the balance and NaturaLawn covering the rest for the miscommunication. I 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 applications. Resolution was made via phone.

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 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]

[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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The Wild Violets were and are not the sole reason for the complaints! Multiple free services is not what I signed up for. If they addressed the issues initially there would not have had to be so many applications. I made these concerns often and [redacted] advised that they would try to do their best., Well I am writing this letter / complaint to make it clear I was not at all satisfied with the results and we discussed in great detail that I would not be renewing in the following spring. As I mentioned to [redacted], He even came out and stated that the lawn was unacceptable. With that being said I preferred that we didn't move forward with anything after multiple requests to call before an application was going to be applied. They actually over seeded my neighbors lawn in lieu of mine and then I told them about that mix up. Made me feel even more concerned. I never altered the program. My payments were always on time and I requested that they stop and that is when [redacted] came to my home and we discussed at my kitchen table that we'd look at possibly spring , Not definite! And that I was going to pay half the invoice. Maybe [redacted] has a selective memory, however, I was the one who brought it up and he agreed to the lawns poor condition. I mentioned this multiple times. As I mentioned I always paid my bill on time and also stated my neighbors lawns look 100% better and they weren't even treated! I never agreed to paying half of the bill then and then the other half in the spring. I just think [redacted] and the techs forgot what was going on at the time after certain services were rendered. Per [redacted], "I agree with you [redacted] this is not acceptable" There were so many things that were wrong aside from the violets. They felt that was something they needed to address, however, they constantly stated that Violets are difficult to treat. I was more concerned with crabgrass, root system, and clearly they had a different agenda. The new balance is the balance $126.00 which was agreed to by [redacted], I guess he just forgot because of so many customers he has dealt with. This office Manager [redacted] I have never ever spoken with. So she just must be looking at notes form [redacted] , etc. Not mine! The other problem was [redacted] (woman in Customer Service) abusing me and laughing at me on the phone telling me I was wrong and laughing abusively. That is another issue!!!!! So I will forward the $126.00 and call it quits on Natural Lawn of America.
Besides they laid the over seeding on in 90 plus degree weather. So that seed never took anyway! Mincing words is not what I do. Clearly Natural lawn has in this instance!
 
I'll send a check or $126.00 that is the way I will proceed. 
Regards,
[redacted]

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....

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the business's proposal is not an acceptable outcome for performance of an unauthorized service. The consumer refuses to pay any amount for the service which was unauthorized and furthermore unwitnessed. 
Regards,
[redacted]

My grass is worse now than when I started using Natural Lawn in 2009. Attended a neighborhood party two weeks ago. In a discussion with three neighbors learned that they'd all quit using Natural Lawn in 2015 after being disappointed with the quality of the product and billing practices. The menitioned that the company increases there rate without notifying the customer. I came home and compared my rate this year to last year an noticed the same issue. I made the mistake of paying for my service via auto-draft. I filed a complaint with Revdex.com last week. No response from Natural Lawn yet.

Review: On April 18, 2015 Natural Lawn of America (NLA) left a invoice in my front yard for application of fertilizers. I have been a customer of NLA in the past but no longer want their service. I received no correspondence from NLA about their service this year and was not home when they left the invoice. NLA contends that because they left a voice mail on my phone the night before the application that constituted permission. I disagree. I told [redacted] of NLA that I will not pay for services I did not authorize. He stated he will send the invoice to a collection agency.Desired Settlement: I want acknowledgement from Natural Lawn of America that I have no outstanding debt.

Consumer

Response:

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