Requests to cancel all services from the company and remove from my number from the calling list was made in 2013.
Requests were made over on numerous occasions to stop with the calls and to cancel the services offered by the company in 2013. The last time was in Oct 2013. The account was paid in full and for the season upon the initial contact, but due to poor service I asked for a discontinuation of all services beyond the 2013 season and a stoppage to all calls from the company. I had also unsubscribed from their emails to no avail. In 2014 I received an email in my junk inbox noting that a service was performed on my lawn. I called the company and notified them that I had not requested the service and had cancelled all services and requested no calls from the 2013 year. The rep ********* stated that I had a balance for a service that was rendered. I noted that I had not given permission or accepted a renewal for the 2014 season. I also requested that ********* check the recorded calls regarding my request for cancellation of services and the stoppage of call, as I had called on several occasion, but she declined at that time and proceeded to use the notes made by the various reps. The rep insisted I must pay for a service for this season. I declined since I cancelled the year before, nor did I give my permission and I declined at a reduces rate of appx $22.00 that was offered for the service. The rep also admitted that there was information in the notes that I requested a cancelation of services and a request for removal off of the calling list.
The rep noted that they use the language program in reference to their services and that there was a possibility of a miscommunication, but still insisted I pay a fee and I declined.
I would like the balance on the account removed. All services/programs, emails and calls from lawn savers should be stopped as I am not interested in any services that they provide.
Unfortunately we never received a formal cancellation from this customer. It is important in all communication that we get explicit and clear instructions.
Back IN September of 2013, we called the client to follow up on observations ion site at their property. The customer asked not to be called anymore about extra services needed. We left it at that, placed a "do not call to upsell" flag on her account and only left written service reports on subsequent visits at their house.
1 - 09/04/2013 06:02 PM - ***** - SALES - REJECTED QUOTE:
spoke to *** in regards to LeatherJackets on her lawn, said she has seen a lot of crane flies on her property but is not interested in anything we are offering, said that we call her way to often and sell her services, and wants us to stop calling her and offering her extra services.
The only "cancellation" communicated to us was after our first service in the Spring.
1 - 05/07/2014 02:25 PM - SSD - CUSTOMER SERVICE - CX CANCELLED:
mrs called in.
-said she doesnt know why she received invoice/service, she didnt renew with us
-explained the continual service policy and that we had given her two letters along with two call aheads
-said that any automated calls she just hangs up
-she then said she had been asked multiple times to be removed from our calling lists, the 'do not telemarket' flag is on her account
-asked her if there were problems with services, said she was unhappy with the results of lawn, didnt look like anything had changed, said she will be looking for a new lawn care company
-told her i would stop all services and a manager would call her back just to follow up
-said she doesnt want any more calls from us, if its from the balance she said she isnt paying because we did services without consent, its our responsibility
-passed call to *****
As per the customer's contract, and numerous communications submitted to the customer in writing about their obligations, it is clear that the customer is required to formally cancel in writing or over the phone by calling and telling us to stop services. This is always honoured. However, a wish to not receive additional marketing material can not be inferred to anything more than that.
On May 7th, *********, our customer service manager called Mrs ***** to speak with her and we cancelled her services. In addition, we have fairly offered to split the cost of the services received with her in order to reach a mutually acceptable resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
A cancellation of all services beyond the service season which had already been paid was asked for in Sept 2013. It was explicit to the rep that no further services beyond what had been paid for the season, should continue. II is possible that the rep made a transcription error, but the company noted they recorded calls, but declined to investigate the original calls beyond the transcription by various reps. I requested cancellation in terms of no services to be continued beyon that which was already paid, so I'm unsure why the calls and mail persisted, since this was declined by myself on multiple occasions.
Final Business Response
I have reviewed all the information for this client.
There was only a request to stop emailing and calling for additional services.
There was NO cancellation of the existing or ongoing services (which continued on after the call of September 4th with another visit on Oct 15th which is not in dispute either).
We also called ahead and reminded the customer the service was re-starting in the spring on April 10th and the day before the first service on May 5th. We also sent 2 letters reminding the service was re-starting on Nov 6th 2013 and March 16th 2014.
In each of these 4 communications we reminded the customer to advise us by email, writing or to phone us if they did not want there service to continue.
We did not get any communication back from the customer.
I want the customer to be happy, and I accept that she might have intended to cancel. That is the precise reason why we have offered to split the bill.
That being said, we always honour instructions from a customer and never want to service someone who does not want our service. In good faith I will remove the bill from her account.
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response, given that the balance/bill on the account will be removed and total $0.00 (as per my understanding of the response from the business).
I hope my understanding of their language is clear, since there seems to have been a language/communication issue in the past.