I have cancelled my lawn services a few times over the years but I keep receiving services from Weed Man as they say they are a continuous service
After being a long time customer of Weed Man, I am very disappointed in their lack of customer service. I paid my bill every year, in advance, the year before the service was provided. After a few years, I noticed the condition of my lawn was much worse. Infact I had more weeds on my lawn then my neighbours who weren't using the service.
I called weedman to have my service cancelled, to my surpise they came the following year, as they are a continuous lawn care company, so in good faith, I paid the huge bill but asked for my service to be cancelled again. We spent a lot of $$ to have the lawn re-sodded. Then again in 2015 weedman shows up saying they provided sevice and left us a bill. I have been paying over and over for a service I don't want.
Now they are sending the small amount owing plus late fees total of $68.19 to collections.
I don't know how to stop this continuous service, I do not want their service and I wish they would stop coming on my property and further damaging my new lawn. I don't want to be harassed anymore by their phone calls asking me to sign up for 2016 services.
I would like them to reimburse the amount they are sent me to collections for $68.19 and I would like to be taken off their mailing and phone call list.
I am disappointed that you feel this way about our service and also surprised. Since 2011 you have entered into a new contract with my office every year with my sales department not by continuous service. We have not applied any services to your property without having a verbal agreement prior to servicing your lawn since 2011. Every year we had negotiated large discounts with you prior to servicing your lawn and every year you paid your services on time but always after we had completed your first service of the season. On November 27 2014 a recorded agreement was made for our services to be applied to your property for the 2015 lawn care season and a confirmation of this order was sent out to you the following week for your files. We applied your spring fertilizer on May 1 and you cancelled your service contract on May 2nd. The amount that is outstanding is for the one service only that was applied to your property as per the sales agreement. I will remove the interest charges and close your account off at the original cost of $58.46.
Customer Service Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your response. You are correct when you say I have paid every year AFTER the first service "every year you paid your services on time but always after we had completed your first service of the season." That's because I never ordered those services. I paid in good faith AFTER speaking with customer service, I mentioned I never ordered these services, the customer service rep, would talk about Weed Man being a continious services and now that the product was applied how they cannot take it back and about the technician's time etc. So in good faith I would pay for a service I never ordered.
I cancelled the 2015 service and later in the year in November 2014, I received a call from a sales rep (the call went on for over 10 mins) he kept insisting how I should re-consider my cancellation. I talked about how terrible my lawn was, how the services did nothing for my lawn and how I have had to re-sod the entire lawn which was very expensive. The Sales Rep, said I could always cancel before the 2015 application. I called Customer Service the very next day to express how I did not appreciate the phone call, how the sales rep would not take no for an answer and to confirm that I did not want 2015 services. To my surprise, the customer service rep said, I should have hung up on him as he is trained to get customers to say yes on the phone before he can hang up.
In January 2015, I received another phone call saying they sent a technician to inspect my lawn and that my lawn would benefit from 2015 services. I remember making reference to the amount of snow on the ground making it impossible to inspect the lawn. I did not sign up verbally or in writing then either and there is no sales agreement in place for 2015.
I appreciate you removing the interest charges but in good faith I would appreciate your company withdrawing the charges all-together. Please extend the same courtesy to me as I have extended to Weed Man over the years.
Again yesterday I received an invoice in the mail for 2016 lawn care services, I have not ordered.
Final Business Response
Good day *********,
My primary goal is to treat each customer as I would like to be treated thus creating an extremely high retention rate each year in my office. I will remove the balance on your account in order to resolve this matter today. I would like to address your concerns in your latest statement so we can have complete clarity about the above issues. The last 5 years you have reordered your services through a verbally recorded sale and I have listened to each and every one of those sales before I original responded to your BBB complaint. On Nov 27th 2014 you agreed to services for 2015, I have emailed you the entire recording of this sale privately as I am unable to do so through this response. All of my inbound calls to customer service are not verbally recorded but they are flagged in my audit screen on my customers account and there was no record of any inbound calls to my office in November or December 2015. We did receive an inbound call on January 8th 2015 asking for advice on repairing a strip of grass area and my assistant manager suggesting seeding the area instead. My office made no calls to your household after the sale in November was confirmed as all outbound calls are recorded. I thought it was important to explain the facts to you as you were a very valued customer of mine and retaining your business every year because you are happy with our service is my #1 priory.
Customer Service Manager
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Many thanks, I appreciate your assistance in this matter.
And I appreciate your help with removing the balance owing from my account.