New Jersey Best Lawns, Sprinklers & Fencing

Mrs [redacted] is correct in regard to making double payments It does take time to research when a check is posted to the wrong account We never disputed Mrs [redacted] paid twice and I had to locate the check which we have a credit was issued to her credit card At this point there is not much more I can do Once we issue credits to a card they are out of our hands I do not know how long it takes purchasers bank to process it Ours is already been processedThe customer can contact us directly if the credit is not there by the end of the week

I really do not understand what Mrs [redacted] *s disputing We billed her correctly and the history of her account will reflect that I did speak to Mrs [redacted] today I did issue her a credit and she now has a zero balance I did this because she has used our services in the past and I do not know why she thought our price was but from the history of her account all service calls were plus dollars Maybe she called the wrong company I do not know but after speaking to her she was very nice and seamed to be a very honest person This case is considered closed between the customer and I

[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 I accept that New Jersey Best Lawn and Sprinkler Co has issued me a credit in the amount of $and that I have a zero balance

This customer has a gold contract with us, and has been a client for several years We sent emails and phone calls to all our clients starting the first weekof March in order to get them on the schedule early We knew the weather was cold and we were telling people to start there system leave the timer off and when the weather warms up they turn there timer to run I have been doing this for years and it not very often we have a very cold spring and the weather gets HOT real fast But when we do it creates a heavy call load to our office and there is no way we can get to a home right away We here from customers to hire more techs and girls to pick up the phone and I wish it was that easy We can hire as many people as we want to pick up the phones but we have to train them to know what they are talking about( this is easy and can be done) the problem is the technicians out in the field we are limited to how many stops per day And right now we are over booking and missing stops because customers are demanding an earlier date I had to put a stop to it because now they are calling saying they waited around all day or took of workSo I instructed my office to not over book no matter what the problem is Emergency's only but that needs to go through me We cant just hire anyone All our technicians are checked for criminal records and must have experience It takes weeks to get the background check back and I would never put a technician on the road without this They are dealing with Homeowners and going into homes We all have read horror story and I do not want something like that to happen to me Most clients did respond to our efforts to get there system started, This customer did not call us until the end of April to set up an appointment to start his system.We started his system May 1, did some minor work for him, and when ourtechnician left the system was running perfectlyThe Customer did not call until May to tell us that there was a problem and was scheduled for the 29th This is not considered a emergency, an emergency is leaking water into the house ora system that will not shut off and is wasting precious resources such aswater A two week wait time this time of the year is better than the standard of mostcompanies, we are getting calls from other companies clients saying that therewere told there is a six week waitUnfortunately we cannot move this clientsappointment any sooner than it currently is At that time we will resolveany issues he has, we stand behind our work and our products and will warranteewhat we have done to dateI will however reach out to him and try to assist on the phone to see if I can trouble shoot, but squeezing him in will only create more problems

I am rejecting this response because: Below is my response In response to the business, both mowing and fertilizing services was started at around the second week of May 2014, bald spots and dead grass on perimeter of the house was discovered the first week of June and was reported to the business immediately We called to the business multiple times 6/3, 6/27, 6/28, 7/1, 7/2, 7/including leaving voice message At one instance I was able to reach to one of the manager [redacted] ***, his response was he will come to the site personally but never show up On 7/3, finally a regional manager [redacted] came to visit and he also witness the dead grass on the perimeter as well the bald spots throughout the lawn He also admitted that it was due to over application from the fertilizing which kills the grass on the perimeter He also agreed to fix the problems around the fall time as it's too hard to fix the issue during the summer On 7/20, I had wrote to the manager but receive no response, I then have to terminate the mowing services as it's further damaging my lawn Although mowing services was cancel, I continue receiving bills and chargers on my credit card I called on 8/20, customer services [redacted] agrees to take care of the billing issue I continue seeing charges on my credit card until September, which I ended up have to call to the credit card company to dispute the charges The business staying that they had mowing done on after 7/22, I'm unable to verify that as I also had hire another company for the mowing services after 7/ As to why we did not withdrawal the contract because we already pay in full for the season, we cannot get out of the contract, in addition, regional manager [redacted] agreed to fix the issue and promised to work on it during early fall which it turns out to be a broken promise Therefore, I demand New Jersey Best Lawns to refund or to pay for the cost to fix the perimeter and the lawn

Complaint: ***
I am rejecting this response because: The merchant's response misrepresents the facts.I am strongly disputing the contents in their letter and response, based on the following facts:- I have attached the merchant's coupon/advertisement that I presented to their technician at the time they did the winterizationI have never before seen or used the coupon that is attached to their response letter.- The coupon that I used states, "..after October 1st $up to zones." I have a zone system, and my sprinkler was Winterized on 15th November, so I expect to pay $+ 7% Tax, a total of $ With them having cashed my check for $70, the merchant should therefore have requested an additional amount of $for the tax due, NOT charge my card $They must therefore refund me $80.70, i.e$minus $4.90.- I called and spoke to their people on a number of occasions, but got nowhere with themAt one time the agent refused to take my callThey just need to return my money
Regards,
*** ***

Client has a very nice property that we have been providing a fertilizing/weed control program for years via a yearly service contract. They also have a service contract for their lawn sprinklers.  We have provided the same fertilization services, with the same products, for over 10...

years.  The client adds new beds every year, and requests that we do our best to avoid the beds, as she has many perennials and vegetables in these beds, and we do our best to respect her wishes.  Regardless of how we apply the treatment, there will always be encroachment into the beds via either bounce if we use bagged product, or overspray if we use liquid. Since liquid overspray goes farther into beds we always use bagged product. After applying her fertilizer and pre-emergent this spring the client called upset that she noticed some had bounced into the beds.  I (David H H[redacted], CIC, CLIA, the General Manager)  had a 10 minute conversation with her, because prior to calling me she called a testing lab and asked them what would happen if we applied a POST emergent herbicide, instead of what would happen if we applied a PRE emergent, which is what we DID apply.  They told her, of course, that it would kill her plants. I explained to her that she asked the wrong question of the lab, explained to her the difference between the 2 products and how they worked, and everything seemed fine. Somehow, her daughter became involved, and told her our client that we applied a poison to her yard, and that she would die if she ate the vegetables, and we needed to remove 6" of soil from all of the beds.  Keep in mind we have a recording of the call from our client after her daughter did her best to frighten her poor mother.  The client called back very upset. I explained to her that what we applied is NOT a "poison", that anything in mass quantities would kill you, even water or oxygen,  and that the product dissipates over time if it is not covered by mulch (which it is not).  If you lightly tilled the soil you could even plant seeds and they would grow.  I offered to come over myself and till her gardens for her so that she could plant seeds. Several days later her daughter called me at the office and proceeded to rant for over 30 minutes, never allowing me to speak, about how we are trying to kill her mother.  I attempted to explain to her multiple times that she had no understanding of the situation or what we even applied (she did admit she had no idea what we used) but it was impossible to speak while this woman has you on the phone. At one point she ranted for 22 minutes non-stop without letting me say anything.  She proceeded to hang up each time I tried to actually speak, then call back and yell some more.  The last time she called back I told her I could not allow this to continue, that I would meet her the next day at her house, and we could try to have an intelligent conversation.   After getting off the phone with me she THEN proceeded to have her mother call up and ask that ALL of her contracts and appointments coming up be canceled, and that she would allow NOONE on her property from our company going forward. Of course the next morning when I did not arrive for an appointment that they canceled, the clients daughter called our office multiple times yelling and making threats.  The office called my cell, as I was not in yet, and I called her back, recording each call from her.  She proceeded to yell and make threats over and over, hanging up if I tried to speak and then calling back.  I blocked her from calling my cell number and arrived at the office to find that she was now yelling at my staff.  I had them transfer the call to my extension, recorded the call, and she proceeded to speak non-stop for 43 minutes straight, never realizing that it was me she was speaking to. Since I did not bother even trying to get a word in edge wise, she actually thanked me for being so "helpful and understanding"! The client never paid for the fertilization contract, even though we preformed the same work this spring as every other year.  Her irrigation contract is non-refundable (either is the fertilizer, but we voided the contract and are willing to let it go).  She is due no refunds or rebates, there is no valid reason to remove her soil.  The "purchase price" she claims was never paid to us.

Mrs [redacted] is correct in regard to making double payments.  It does take time to research when a check is posted to the wrong account.  We never disputed Mrs [redacted] paid twice and I had to locate the check which we have a credit was issued to her credit card.  At this...

point there is not much more I can do.  Once we issue credits to a card they are out of our hands.  I do not know how long it takes purchasers bank to process it.  Ours is already been processed. The customer can contact us directly if the credit is not there by the end of the week.

Her statement is totally false and she needs to go back to law school.  NJ is a One-Party Consent.  Which means it is not a crime and I can introduce in court the recordings under statue 2A:156A-3. I am not even getting into mention NJ Case laws right now.  She is 100 percent correct that e spoke to her husband and he was actually very polite and professional on the phone.  It was her who abused my office staff, using Inappropriate language to a minor.  Again I am willing to take this as far as she wants. There is also a police report on file.  If she would like to escalate this further I suggest she sign complaints and we let the courts deal with this.   I am prepared and just waiting top file a counter complaint as well is the minors parents.   She was told it was a minor and her response to me was "I Don't Care".   Please let  me know if you need any more information

Please Be advised that we made every effort possible to set up a service call to [redacted] home to repair her system.  On 5/13 she called our office at 6 pm and here call was returned even after hour at 830pm by [redacted]. She was not happy with the date she was provided of 5/26. ...

 During that conversation Mrs [redacted] was being very rude and telling my service rep she is an attorney and she is going to sue us for breach of contract and wanted to speak to her manager. I called about 8:45 and she was telling me the same thing.  Very arrogant on the phone. Telling me that we need to get out there sooner, I tried calming her down and telling here we will keep the date for the 26th which was reasonably 10 days away and during the peak of the spring.  I would call her back if I had any cancelations.  That's when she started using the lawyer tactics on me. Then hung up on me.  I did call right back and this time spoke to a male.  I explained what just happened to him and he said he understood.  I kept the date as of the 26 the on the schedule.  The next morning our voice mail had a message from Mrs [redacted] saying do not come she is suing us.  I do have a recording of all the conversations and from these conversations you can clearly see how arrogant she was.  When I told her we had a recording she then told me it was illegal.  She actually is wrong on that.  NJ has a one side law.  Which means only one person needs to be made aware of the recording. For our protection I contacted our attorney who advised me to do nothing and wait to see how she responds.  If she ants to take this matter to court she is more then welcome as the conversation speak for themselves.  Also in her complaint she says we are to monitor the system, I have no idea what she means by this.  Does she expect us there daily.Her system was started on 4/27 and her first call that there was an issue was on 5/13.  We did give her priority service and called her back after hours and gave her an earlier date then what we had available to non contract customers.  She still was not happy.  We can do 2 things here.  I will service her system as contracted or she can take us to court at which time my office employee will file a complaint and so will I against her.  If she remembers all she said on the phone I suggest she takes option 1. I also did call the Bar bed=fore my attorney who advised me to file a written complaint and attach the voice recordings,.  I am holding off on doing so waiting to see what Mrs [redacted] does.  I rather work this out with the customer but I will not have my staff bullied by her.  If she would like to call me directly she can call my cell [redacted].        ?

Please be advised I looked into this matter and [redacted] did Give us a check and his card was also charged.  This happened because there was not a match on the check as the address is different. We have scanners at the office that read the check and match to accounts so they can post. ...

They are also double checked against what the tech tights in and in this case the tech din not write the account number causing it to go unposted and into a default batch.I did post the check to the account however I am unable to issue a credit on the credit card because the customer disputed. Until the dispute is resolved then this can be done.  [redacted] said he called our office but I have no record of that.  I am not disputing it but I need to know who he spoke to so I can correct this so it does not happen again.  I will try to call the customer to resolve    Vinny S[redacted]

Please be advised that I responded to this complaint directly to the customer and it has been resolved.  If you need anything else please let me know

Please be advised that the office staff handles all calls and customers concerns. I don't know why they are  waiting for the owner to respond when we have a fully staffed with CSR agents, and office manager and a General manager was able to assist him and answer all his questions . Regardless...

this account has been looked at and discussed in a meeting.  Although it is possible the well could have had left in it but it is also possible that  the pump simply failed from age or can calvatate on its own allowing water to fill the mail line. In there complaint they did mention the check valve was bad and when a check valve goes bad it allow water to encroach the pump.  It could have started with a bad check valve. My problem is there is no way for us to determine this,  they canceled there contract  in December of 2015, We were never given the opportunity to inspect the system. If the customer wanted this covered under warranty they should have gave us the opportunity to inspect and repair.  You can buy a care from a Chevy dealership and bring it to a ford dealership for repair and expect Chevy t pay for it when they never was able to confirm the damage and repair themselves

I really do not understand what Mrs [redacted]s disputing.  We billed her correctly and the history of her account will reflect that.  I did speak to Mrs [redacted] today I did issue her a credit and she now has a zero balance.   I did this because she has used our services in...

the past and I do not know why she thought our price was 30.00 but from the history of her account all service calls were 80 plus dollars.  Maybe she called the wrong company I do not know but after speaking to her she was very nice and seamed to be a very honest person. 
This case is considered closed between the customer and I.

Complaint: [redacted]
I spoke to David and he did not tell me that he was coming to till the soil  . I was told it was a pre emergent that was used and when I spoke to the lab that makes  the herbicide they told me that it would kill any seeds planted and would last in the soil for 4-6 months and to remove the soil if I was going to plant any seeds. The area that my raised beds was in was gated and should not have been entered to use the pre emergent herbicide. There was no reason to go into this area. This company never has called me in the last 2 years to tell me when a technician would be coming. They come whenever they please. I'm always calling to complain about this and am told repeatedly that they are going to look into this and never do. I want my $285  back for the sprinkler that has not been turned on yet. The fertilization contract is never sent out until the end of April or I would have sent it to this company. 
Regards,
[redacted]

This customer has a  gold contract with us, and has been a client for several years.      We sent emails and phone calls to all our clients starting the first weekof March in order to get them on the schedule early.  We knew the weather was cold and we were...

telling people to start there system leave the timer off and when the weather warms up they turn there timer to run.    I have been doing this for 26 years and it not very often we have a very cold spring  and the weather gets HOT real fast.  But when we do  it creates a heavy call load to our office and there is no way we can get to a home right away .   We here from customers to hire more techs and girls to pick up the phone and I wish it was that easy.  We can hire as many people as we want to pick up the phones but we have to train them to know what they are talking about. ( this is  easy and can be done)   the problem is the technicians out in the field we are limited to how many stops per day.  And right now we are over booking and missing stops because customers are demanding an earlier date.  I had to put a stop to it because now they are calling saying they waited around all day or took of work. So I instructed my office to not over book no matter what the problem is.  Emergency's only but that needs to go through me. .  We cant just hire anyone.  All our technicians are checked for criminal records and must have experience.  It takes 3 weeks to get the background check back and I would never put a technician on the road without this.  They are dealing with Homeowners and going into homes.  We all have read horror story and I do not want something like that to happen to me       Most clients did  respond to our efforts to get there system started. , This customer did not call us until the end of April to set up an appointment to start his system.We started his system May 1, did some minor work for him, and when ourtechnician left the system was running perfectly. The Customer  did not call until May 13 to tell us that there was a problem and was scheduled for the 29th.   This is not considered a emergency, an emergency is leaking water into the house ora system that will not shut off and is wasting precious resources such aswater.  A two week wait time this time of the year is better than the standard of mostcompanies, we are getting calls from other companies clients saying that therewere told there is a six week wait. Unfortunately we cannot move this clientsappointment any sooner than it currently is.  At that time we will resolveany issues he has, we stand behind our work and our products and will warranteewhat we have done to date. I will however reach out to him and try to assist on the phone to see if I can trouble shoot, but squeezing him in will only create more problems

Please be advised that I reached out to Mr [redacted] and this matter has been resolved.  This was just something that was not scheduled correctly and we are continuing to do business together

Please find attached our client notes for this house.  There was in fact a client call that the crew seemed to be making bald spots when turning the mowers, we investigated and swapped out mowers on this entire route to satisfy this one client.  The dead grass around the house could not have been caused by our company as anything we put down was across the entire lawn.  We let them know that. We offered to seed the lawn in the fall, and client said no.The client then called on 7/22/14 and requested that their lawn cutting be canceled, husband said they could not afford the service.  We do have recordings of ALL calls into our offices.  As their is a lag between the branch offices and the main office we did continue to cut the property, and we did bill them and then credit back the billing when the cancelation processed.The client (husband) has been very satisfied every time he called the office, including when the credits were processed.  The client's wife, AFTER we processed the credits back to them, filed a credit card dispute for those same payments.  We have no idea if the husband and wife are not on the same page, or if things change after he calls us, but we have not been servicing the house except Fert for quite some time.We have done everything they have requested, with the exception of performing work in areas (the dead around the house, possibly from termite spray or the client spraying something, as it was noted as dead when we started the job) that we were not responsible for, and refunding them for the fertilization, as the husband is satisfied and the work was performed as billed.We would offer them 20% off 2015 fertilization if they wish, we did leave a message about same when we got this complaint AGAIN.

We have been servicing this clients property in good faith for many years.  We priced out his property based on cutting the entire property, however we only billed for the square footage we were actually cutting.  The client was aware of this, and we cut him weekly from 2010 through...

5/18/16, yet since 2014 the client only made 1 payment of $117.96,in  May.  They had a history of late payments in 2010 and 2011, failed payment plans with missed payments, and requests to discount or lower pricing because of money issues.  Our business practice is to trust the client is going to work with us to pay their bills.  We often called to discuss the outstanding bills, and each time the client would give us differing stories about why they did not have the money to pay right now, but they were always going to catch up and work out a payment plan. We continued to feel sorry for this client, and believed the stories of falling on hard times, the house and property seemed to be falling into disrepair, we tried to retain the client as best as we could but it is not until we are demanding payment that now these issues arise.  They did not ever say anything about any damage to the lawn or fence until July 7th of 2015, after we had told them that they needed to make a good faith payment or we would have to place the account in collections.  I had our fence manager go to the property to inspect the alleged damage, and even though the client knew we were coming they once again failed to give us access to the rear of the property, and my manager had to climb over the fence to look around.  My manager noted that the fence was old and in very bad shape, mold and dirt accumulated all over the fence, however we did not find ANY damage to the fence, and mower damage is always very apparent. Again my manager reported the rest of the house was in poor shape, very poorly maintained, and thought that the client was probably in foreclosure and may not be lived in.  We reached out to the client again, discussed the outstanding account balance, and once again were given a story that I fell for, about money being tight and they needing help. I agreed again to continue to service the property, and they again agreed to make a good faith payment that never arrived.  We even agreed to a very large discount to allow them to finally clear the account, they agreed to pay $1200 in full and final payment, and then failed to follow through with this agreement.  Instead they decide to file a complaint with the Revdex.com in an attempt to possibly make us look bad or force us to drop the matter, when the fact is we performed over 2 years of service that they have failed to pay for, we agreed to discount our services by 50% to help them pay because we believed they were going to lose their home unless someone gave them a helping hand, and we have done everything we could to help and be good people.This customer is only looking to buy time.  We will be proceeding with collection on this account and now seeking the full dollar amount.  As of now there is no more settlement offer. That offer expired when he failed to keep it and many other is n the past.  How can anyone expect to receive services and not pay?  The account history speaks for itself.  The note log  we retained regarding other obligations this customer has shown a pattern of failure to pay off his debt.

I am rejecting this response because:
Below is my response.
In response to the business, both mowing and fertilizing services was started at around the second week of May 2014, bald spots and dead grass on perimeter of the house was discovered the first week of June and was reported to...

the business immediately.  We called to the business multiple times 6/3, 6/27, 6/28, 7/1, 7/2, 7/3 including leaving voice message.  At one instance I was able to reach to one of the manager [redacted], his response was he will come to the site personally but never show up.  On 7/3, finally a regional manager [redacted] came to visit and he also witness the dead grass on the perimeter as well the bald spots throughout the lawn.  He also admitted that it was due to over application from the fertilizing which kills the grass on the perimeter.  He also agreed to fix the problems around the fall time as it's too hard to fix the issue during the summer.  On 7/20, I had wrote to the manager but receive no response, I then have to terminate the mowing services as it's further damaging my lawn.  Although mowing services was cancel, I continue receiving bills and chargers on my credit card.  I called on 8/20, customer services [redacted] agrees to take care of the billing issue.  I continue seeing charges on my credit card until September, which I ended up have to call to the credit card company to dispute the charges.  The business staying that they had mowing done on after 7/22, I'm unable to verify that as I also had hire another company for the mowing services after 7/22.
As to why we did not withdrawal the contract because we already pay in full for the season, we cannot get out of the contract, in addition, regional manager [redacted] agreed to fix the issue and promised to work on it during early fall which it turns out to be a broken promise.  Therefore, I demand New Jersey Best Lawns to refund or to pay for the cost to fix the perimeter and the lawn.