Services provided were not what was good, they did not perform the duties stated that they would provide.
In 04/2012 I set up services with Uptown Lawn via their website. the customer service rep called me back and we discussed their package offers. I decided to go with their fertilizer treatments, i believe it was to be 3 or 4 treatments plus bi-weekly lawn cutting. Well in May the first service was done. the lawn was so poorly cut my neighbor came over to tell me that he had to put up flags so that the guy wouldnt come over in his lawn, he said that they were there less than 15 minutes (I have a huge yard, 1/4 of an acre or more) and the grass was uneven. I called Uptown to ask if the fertilizer had been put down and they said "yes" but my neighbor strongly stated no and we couldn't smell or see any signs of fertilizer. 2 weeks passed and they came out to cut again, same scenario, they would come to cut during working hours (totally fine) but this time my mother was there and confirmed the same thing. i quick/rough grass cut and still no fertilizer laid so I called to cancel my service letting them know I was not satisfied and going with someone else. They told me that I needed to pay for the 6 months I signed up for and I told them I did not think that was right, given that they had not and would not provide me with the service. I received an email asking for
June payment (may had been paid), I sent the payment for June (even though they did not complete the service for June) and let them know that I no longer required their services. 6 months later I get a collection notice that I owe them over $800 in services that were never rendered.
I'm looking to settle ties with this company. They did not provide the service they are charging me for and I don't feel like I owe them $800 for poorly cutting my grass. I do not want a refund for $500 I've already paid, however I will NOT pay another dime for this poor service and should NOT have had to pay what I've given thus far.
Business' Initial Response
This customer signed up for a monthly lawn package on May 1, 2012. The payments for monthly packages are billed a flat rate due pre-payed for the following month's service. The package was to include a Spring Clean Up, Weekly Mowing, Weed Conrol and Fall Clean Up.
The first service was done on May 1. The customer did not communicate there were any issues. We serviced again on May 9 and again there was no communication of any issues. That same night we sent the customer an email letting them know their weed control was scheduled for the following day and what would need to be done for it to be most effective. The customer replied the next morning saying have a blessed day but gave no feedback regarding any mowing service issues. The weed control/fertilizer was applied on June 10th. On June 14th the customer sent an email thanking us for the info provided regarding the weed control, but did not communicate any issues regarding the application. We continued to service this property weekly, May 16, May 22, May 30, June 6, June 12 and June 20. At no point were service issues communicated to us.
Payment for this account was due at the beginning of each month. The first payment for May was made by credit card and the card held in our system for future payment. When the next payment came due June 1, we tried to process the card and it was declined. When we informed the customer, she stated she did not want to use the card for automatic billing and would send in a payment. We continued to service this property the entire month of June even though we had not been paid. When the next bill came due July 1st, she now had 2 unpaid months of invoices and we contacted her again. She sent an email stating she would send in a payment. This payment was received July 10 and covered only one of the two payments due. That was the last payment we received. Per her signed contract, it states "if payment is not received by the due date, services may be suspended, but charges will continue to accrue until the account is brought up to date". We suspended service for this property July 9th as the account was past due. The property continued to hold a place in our service route until August 29, 2012 when the customer sent an email cancelling service because they had found a cheaper service. Had the customer cancelled service at the end of June, like she claims, we would have gladly let her go and replaced her with another property. Our routes were filled all Summer and we had to turn away business. We held the spot for her property and continued to charge the monthly fee (per the signed agreement) because she had said she would send payment.
We have copies of all route sheets, fertilizer logs, gps truck tracking records, the signed service agreement with the Terms & Conditions and the emails that will confirm all of the above stated dates, times and communications.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
this is not true, the company's receptionist and I discuss this via telephone in June that I was not satisfied with the service. We had NO COMMUNICATION regarding services continuing to be done on the property. We had a new servicer begin work on the lawn mid-June early July. I recapped the conversation that was had in June in an email in August because another invoice had been sent. I thought I did my due diligence by telling this company in June we were no longer looking for there services. The grass was hardly cut and they were charging $250 a month for poor service. When the next company came to service the lawn in June they showed me how neglegent this company was, they broke my fence to get in to cut the grass (wasn't going to mention that peice and just let it go)when the gate on the other side was left open (it had a wider entry so there was no need to enter my property on the opposite side) AND they left edges around my fence uncut. I clearly explained this to the receptionist and she stated that service would discontinue but I would still need to pay for June. So that would mean May payment and June payment which is why you received two payments. one in June for May and one in July for June (with half the service you claim to have completed actually done). Also, when the new company came to fertilizer the grass their were several patches of missing grass that he explained had not been treated, once he treated the grass we could smell the fertilizer and could visual see what this company had done. Uptown lawn has stated they provided service they did not provide and I have neighbors who witnessed there poor labor when they did come to cut the grass which is the only service they provided. they then sent a bill for services that they did not provide to a collection company in the amount of $875, even in their ommission above it clearly shows that they did not provide a full 6 months of services, and they DID NOT fertilize my lawn. I'm not satisfied with this response and fully intend to take this further.
Business' Final Response
The customer did not communicate service issues to us verbally or in writing. Had issues been communicated, we would have corrected them. Had the customer called to cancel the contract, she would have been informed to send in the request in writing (as it states in her contract). Had she requested to cancel services, she would only have been required to pay for the months service was performed, not for the 6 months she claims she was told. All of this is clearly stated in her contract.
Instead the customer failed to pay for services and was repeatedly contacted for payment. (During none of the payment requests did she convey any issues with service). She continued to say she would pay. When no payment was received, her service was suspended (as it says it will be in the service agreement). We continued to contact her for payment. She ignored the requests until August when she finally responded and cancelled her service. Because her spot was held in the route until she cancelled service, we continued to charge her. In total, she was actually charged for the 4 months the property occupied a spot in our route. She paid for 2 of these months. The additional charges are finance and collection costs that are added on for non-payment. It clearly explains these addtional charges in the service contract.
Again, we have copies of all route sheets, fertilizer logs, gps truck tracking recors, the signed service agreement with the Terms & Conditions and the emails that confirm the dates, times and communications.