NaturaLawn of America

Review: We had contracted Natural Lawn I the spring 2012 to perform lawn service for the year 2012, which we paid in full and we were not satisfied with the service and decided to cancel the contract in the fall of 2012. We had spoken to the servicemen who came out throughout the summer explaining that it wasn't working and called the office also. Natural Lawn had called us numerous times asking if we wanted renew lawn service and we told them that we want to cancel our contract. The representative from Natural Lawn who called us said OK. They called at least 2 or 3 more times trying to solicit our business and we told them the same thing and they always said OK. On March 14, 2013 we received 2 bills attached to our front door that Natural Lawn had treated our lawn that day, with each service costing $57.24 for a total of $114.48. I called the office on April 25, 2013 and spoke with [redacted] and explained how we had cancelled in the fall and did not want service and that we were not paying these 2 bills since we cancelled. She proceed to tell me that the people calling were not in the office and when I told them I cancelled I should have followed up with a call to the office because they cannot cancel a service. I explained that the person said they were from Natural Lawn, the caller ID said Natural Lawn why would I need to follow up with another call to Natural Lawn when I told them when they called multiple times that we cancelled service. When I said that we were not paying for the March service she said they would "Send me to a collection agency." I ask to speak to a manager and re-explained the situation and she said "Do you know how weeds work? and you have bare spots in my yard." I told her that I do not have bare areas and she hasn't seen my yard how would she know. They were extremely rude on the phone and we had cancelled service in the fall but she said they didn't have a record of it. That is not my fault and feel I do not need to pay for a service that was cancelled 6 months ago or should need to follow up when we told Natural Lawn multiple times to cancel. We would not recommend Natural Lawn to anyone not just because of their poor customer service but their treatments did not work.Desired Settlement: We would just like the $114.48 to be removed from our account and to not have any contact with Natural Lawn again, meaning phone calls to restart service.

Business

Response:

In response to [redacted]

Review: Upon contact from the company to offer their lawn service, we requested literature but made it perfectly clear we did not want to order the service. The company sent literature, however came and treated our lawn without request to proceed or commitment to contract their service. The company then billed us. We contacted the company several occasions and sent a letter that we were not going to pay for a service we did not request, and to not return to our home., however we keep getting bills/late notices, and phone calls offering discounts of balance bill of 20%.Desired Settlement: Stop billing us, remove the charge and our name from the [redacted]. which they have given the bill to collect from us.

Business

Response:

Our sales rep spoke with **. [redacted] on 3/10/14. We have a recorded confirmation call of **. [redacted] agreeing to service. Customer Service followed up to welcome them to the service the following day. We also sent out a new customer packet to outline the program and schedule. We 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.

Consumer

Response:

[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]

Review: [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]

Business

Response:

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.

Review: Natural Lawn of America has sent an account with my name to a collection company which has now reported a debt on my credit report. I have contacted both Natural Lawn of America as well as [redacted] to remove this account from my name. I have not entered into a contract either verbally, orally, or in any written fashion. I have disputed this debt from the inception of notification. Neither company will provide proof of contract between myself and Natural Lawn of America. I have demanded several times to provide proof of contract, which they have not, and demanded to have this debt removed from my credit report, which neither have been honored. They have refused to cooperative with this issue and are demanding a bill paid on the account.Desired Settlement: I want collection efforts to cease against me and the debt removed from my credit report immediately.

Business

Response:

In response to the complaint we received,

Review: I spoke with a sales rep. after they had called my home. I said I liked the services but I would need to speak with my husband with in regards to the services and the cost. The sales rep said that he would like for me to get back to him so he can put me on the schedule for late February or early March. I never fully agreed to a date or services. They have a recording of our conversation. In early March, I was leaving my home and there was a bill hanging from my door knob of $93.00. I did see they put some treatment on the front o the lawn but not on the side of the lawn or the rear of the property. The quote the sales rep. gave me was the entire property. I called the company immediately and told them I did not agree to services. The customer service rep. on the phone, after listening the recording of our conversation said that we had talked about early March for lawn treatment. Which was only half of the conversation. I am still being held responsable for the $93.00 fee. It is not my fault that Natural Lawn of America only wants to put their product out there with out a potential costumer fully agreeing to the services. I canceled any future services with them due to their lack of poor business decisions.Desired Settlement: I wish that the company would stop harassing me for $93.00 and waive the fee for the one time service they produced.

Business

Response:

After reviewing the account [redacted]. spoke with our sales rep and verbally agreed to service. In the recorded conversation it is explain that [redacted]. will be put on the schedule for late February or March twice. It is very clear that [redacted] agreed to service. We also called [redacted] the following day and left a voicemail at 9:36am welcoming her to the service and confirming her purchase. We mailed a new customer package on 1/23/14. The new client package lists all the services the customer is scheduled for and a break down of every service. The application done on 3/11/14 was a soil amendment application and was applied to the entire property. We start service by treating in the back yard and move to the front yard. In order to clear the balance we offer to credit 20% of the bill.

Consumer

Response:

[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]

Review: [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,

Business

Response:

I can not email a recording, but will play it for [redacted]. if they call in. There was not an exact date agreed upon as it was explained we start in february or march all depending when the weather breaks. We started service in march as we advised [redacted] we would. Customer service called in 1/23/14 at 9:36am and left a voicemail on ###-###-####. It is the same number we spoke to [redacted] on when she agreed to service. Our tech did provide service to the entire property but in order to settle this account we will accept a payment of $46.64 if paid by 4/27/14.

Consumer

Response:

[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.]

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,

Review: In early 2013, I spoke with a representative from NLA-Delaware and agreed that I would pay him one lump sum for agreed upon services in 2013. I paid that lump sum price and they provided the service to my knowledge. However, I never asked for service for 2014. There is no contract between us - it was a one time verbal conversation for services in 2013 - treating my lawn. They now have provided a service in 2014, without my knowledge or without my asking. They now have sent me a bill for service for 2014 and I do not feel I owe this bill. I do not want any further service from this company. I feel they misrepresented their product last year and their service made no difference in my lawn and I would not use them again. They refuse to zero out the bill for 2014 services and say that their policy is that their service automatically roll into the next year unless the customer cancels same. That may be their policy but, in my opinion, they adopt that policy at their own risk. I never agreed to rolling services - never signed anything. Their policy is not in the interest of their customers. Please helpDesired Settlement: I want them to zero out the $84.80 bill they sent to me without me having to pay same and I want them to stop providing service. Please help.

Business

Response:

In response to complaint:

Review: After receiving a phone solicitation in spring 2012, I agreed to "try" a lawn treatment application program that included 6 treatments (spring through fall 2012). I additionally agreed to an aeration and overseeding (which was performed without any forewarning on the day before a forecasted torrential rain storm which washed away the lawn seed). I called the company and complained and asked that the reseeding be redone but they would not agree. I told them then via the phone call complaint that I did not want to continue my 2012 contract and they informed me I was obligated to complete the terms of the agreement. This occured in May 2012. I honored my end of the contract and completed the service but again notified them in November 2012 via a phone call that I did not want to renew my service. I explained my lawn looked worse than it had ever in the past and that even my neighbors were questioning what cpmpany I had hired. I was explicitly clear that I was very unhappy with their service/product and did not intend to renew the contract in 2013. Apparantly at some point in early 2013 when I was hospitalized and then recuperated at my sister's house, they sent me a renewal form. Upon my return home in early March, I did not sign and return this form and knew I had already twice informed them I did not want to renew. I assumed by not signing the renewal contract, I was not renewed. In late March 2013, the company showed up unannounced (I was not at home) and made an application. I immediately called the office and again informed them I did not renew and did not want them treating my lawn. They sent a bill for the treatment and have been harrassing me for payment despite my objections. I have spoken with them on phone and have put in writing that I do not intend to pay for a service I cancelled and yet they continue to harrass me. Please advise.Desired Settlement: I do not believe I should have to pay for a service I cancelled twice during the prior year and for an automatially renewed contract that was not disclosed when I originally agreed to the first year contract in 2012. I believe this to be false representation and an intentional lack of disclosure when I orally told them twice I did not want to renew but would honor my 2012 contract despite desiring to cancel it mid season. When I did not return the 2013 contract with a signature, I assumed that was a third and final notice that I did not want their services in 2013. This is a form of bait and switch advertising with purposeful lack of clear disclosure to force customers into automatic renewal. This was never disclosed in the original phone solicitation, nor was it disclosed in the 2 telephone conversations I had during 2012 when I informed them I would not be renewing the contract in 2013. I consider their business practices to be misleading with intentional non-disclosure by their sales people, customer service reps, and billing department.

Business

Response:

In response to [redacted]

Review: The agreement between the company and I was to charge the services to my credit card. The first installment when through on the credit card without a problem. Approximately two months later, I received notification about collections to my account. I called the company and the lady on the line said that my credit card declined. I then asked why I was not contacted immediately about this issue. She said I was mailed a notice....which did not happen and who the hell would not call the customer??? Needless to say, she did NOTHING to help the situation and told me that I owe money. I once again checked my credit card statement and saw the first application charge on the statement. After which, I contacted the company to cancelled the contract. A different lady took the call and asked why I wanted to cancel. I explained the situation and of course, she did NOTHING to resolve the issue or apologize for the incompetent accounts receivable department. So now I am stuck with interest charges and the outstanding principle to pay off. I will never utilize their services again.Desired Settlement: Apologize, take the interest charges off and just FIX the issue

Business

Response:

We are so sorry about the confusion concerning this account.

When [redacted] began the Mosquito Ranger service in April of this year, our agreement was that we were to charge her Mosquito Ranger services to her credit card. And, [redacted] is correct that we did process her first payment without problem in April using her credit card.

However, when her next payment was due in June, we had a problem processing her credit card. Our records indicate that we attempted to contact her by phone at that time. Our records also indicate that we mailed her a statement followed by an additional four (4) statements from the end of June to early August when, on August 12, [redacted] made payment via check. Approximately ten (10) days later on August 22, [redacted] called our office to cancel any further treatments. All further services were cancelled and [redacted] was informed of her outstanding balance which has now been paid.

Again, we’re sorry about the confusion concerning this account.

Consumer

Response:

Review: had company come out to take care of front and both sides of lawn....and not to seed area I killed weeds so I can put down weed block to add stone...they seeded the area before I could get weed block area on area....I spent $100 to kill weed kill...now have new grass growing.....another $50 to rekill grass.....I canceled rest of aplication...they said I have to pay for remainder of application....without paying for what they did....didnt sign any contract...was told over phone could cancel any time...so I didDesired Settlement: credit $50 for my repairs......please stay off my property.....and I wont pay your bill

Business

Response:

We are so sorry about [redacted]’s confusion concerning his account. Please allow us to clarify.On April 19, 2014, [redacted] agreed to our regular, seven (7) treatment lawn care program at the price of $49 per treatment or a total of $343 for the 2014 lawn care season. At that time, [redacted] chose our Installment Payment Plan as his method for paying for these services. In his case, he chose a plan that included seven (7) monthly payments of $42.88 and a final payment of $42.84 for a total of $343. The first installment was due on April 28, 2014 and the final installment was due on November 28, 2014. A written confirmation of the services to be performed, an explanation of the Installment Payment Plan (copy attached) and his eight (8) monthly installment coupons were mailed to [redacted] via USPS first class mail on April 21, 2014.During the period from April 19, 2014 through September 29, 2014, we performed six (6) of the seven (7) scheduled services for [redacted]. On September 30, 2014, [redacted] called our office to report that we had put seed on a bare area of his yard that he did not want seeded. We have carefully checked our phone and other records and believe this call was our first notification from [redacted] that he did not want seed in this bare area.We also advised [redacted] when he called that seeding his property was not part of the treatment program he signed up for in April. Nevertheless, it was possible that one of our service technicians, when performing one of [redacted]’s regular treatments, upon seeing a bare area in his yard, applied complimentary seed at no charge for him. Notwithstanding the above, we offered [redacted] at the time of his September 30 call to return to his property, for no additional charge, to apply herbicide to the area that he wanted to be bare so that the grass would be killed in this area. [redacted] did not accept this offer to kill the grass for no charge and several days later called to cancel his service and request that we send him a final invoice which was done on October 3. The final invoice was $78.32 and was calculated as follows:Through September 29, a total of six (6) treatments had been completed for a total of $294 (6 treatments times $49 per treatment). Through September 29, [redacted] had made payments totaling $215.68 leaving a net balance due of $78.32. We are not asking that [redacted] pay for treatments he has not yet received; we are simply requesting payment for the six (6) treatments already performed this season prior to his cancellation. Please let us know if you should need any additional information.

Consumer

Response:

Review: We received a bill for services rendered after we moved. We called to discuss cancelling this bill as we do not live on the property. The person who responded said they would have the manager call. They never did, so my husband and I figured the situation was resolved. Then they called my cell phone a few weeks ago and asked me to pay the bill. I again explained I would like to speak to someone as we did not authorize service and no longer live at the address. Again, I was told that a manager would be contacting me. The next thing I know I received a letter from a collection agency to pay the bill despite my attempts to speak to someone in charge. So today I called and explained the situation and did speak to a manager-- she told me that we "never asked to speak to a manager" (which is technically true... we were TOLD a manager would contact us) and she said I would have to "take it up with the collections agency". We are disappointed that we were promised to speak to a manager and instead of having the courtesy to speak with myself or my husband-- the company proceeded straight to collections. At the end of the day it is 48 dollars... I don't know why they wouldnt just talk to us. What a shame, because they really did provide a great service.Desired Settlement: We would like future customers who are promised a discussion with the manager to be able to speak to someone. We would like our bill nullified.

Business

Response:

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 2015 season. That letter indicated the 2015 price for each of the ten (10) scheduled services and included a prepayment offer if you chose to prepay for your 2015 services. On 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 7 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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I entered into an agreement for service with Natural Lawns of America for lawn treatment in 2014. In august of 2014, I called them to inform them that I no longer wanted to continue with the treatment. Natural Lawns subsequently began lawn treatments again in 2015. They are holding me responsible for subsequent charges as I was apparently required to call them a second time to tell them that I didn't want the treatments. As my profession has me traveling, I was unable to call them immediately to determine the reasons why they continued to provide treatments and reaffirm that I did not want these treatments. Their failure to document my communications with them should not be considered a failure on my part. I did business with them in good faith and they were unwilling to remove the charges. Their process for the documentation of customer calls should be reviewed as they will always be in a position to say that the customer never called called to cancel. As they have now threatened to put my account into collection, I will move forward and send them payment today. However, I cannot allow them to continue to do this to other customers. I would be more than happy to discuss this issue with you further if you are interested. Thank you in advance for your assistance that you can provide!Desired Settlement: As mentioned above, I will move forward and send them the payment that they are requesting so as to avoid collection proceedings. I do not however believe that I owe them one cent as I called them in good faith and cancelled the service. This experience taught me that I have no protection from organizations such as these that use the phone call as evidence of their contracts. They simply have to be certain not to keep records of the calls and they will always be off the hook in these situat

Business

Response:

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 2015 season. That letter indicated the 2015 price for each of the ten (10) scheduled services and included a prepayment offer if you chose to prepay for your 2015 services. On 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 2015 until after the May 28 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 unanswered. Apparently 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 2014 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.

Review: I attended a Home Show and signed up to win a free application of mosquito control for your yard. They came out and did that free treatment and I was told if I wanted to continue to call them and they would set it up. I did not set up any additional treatment. They came out when I was out of town, sprayed and billed me. I came home, found the bill, called and they told me since it had been billed, they couldn't credit it and I would have to dispute with the credit card company. They took my credit card number before they came out for the free treatment so, hindsight, I shouldn't have given it to them but I did not authorize any additional treatments and they assured me it wouldn't be charged unless I set it up.Desired Settlement: For a refund of $48 or credit to card and no further collection attempt.

Business

Response:

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 27 & 28,2015. 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 $48 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 $48 for the second treatment is clearly due and owing.Notwithstanding the above, we have written off the customer's outstanding balance due, including a $15 credit card processor return charge, and have stopped any further collection activities.