Complete Lawn Care billed for unauthorized charges for work performed on my home. Completed unauthorized work, while not completing work I asked for.
Complete Lawn Care did two mole treatments within one week of each other, when they are recommended at 3 times per year. I simply hired them to till up my garden area and that was never done. Every time I had asked them when it was going to be done they told me they had to do more treatments of roundup before they can do this. After them telling me they would have to do their 3rd application of roundup in order to complete this task I terminated the job and told them not to come back on to my property. I also asked them to trim the bushes in my backyard facing against my house and the road and that was not done, also to haul off the black plastic trim around my garden area, as well as the rock stones on the side of my house and that was not done, yet I was billed for it. I was billed multiple times for garden maintenance when there was NO garden to maintenance. I also NEVER received any communication from Complete Lawn Care. I went almost 3 months without any communication or bill/statement from them. I noticed that they had stopped coming, so I had to call the company I hired to ask why they stopped coming, only in turn to find out that I had an outstanding bill of $1000.00.
I would like Complete Lawn Care to drop this outstanding balance of $580.00 on my account for poor practices, poor communication, poor billing and unauthorized charges. Complete Lawn Care takes part of bad faith negotiations,unfair pricing and low standards, and I would not recommend them anyone.
Business' Initial Response
Complete Lawn care denies the claims of this customer saying that we "Charged for Unauthorized Work," and the we "Completed Unauthorized Work." All the work that was performed was discussed before any work began. Complete Lawn Care has a policy that any and all work will have an estimated sent via email to the customer and customer must acknowledge receipt of this estimate. All the work was explained in detail and cost of said work was included in the estimate that was accepted by the customer.
There are some services that are provide by Complete Lawn care that are not "Set Prices." This is because it is very difficult to judge the amount of time some projects will take compared to other. For this reason, Complete Lawn Care bills these services at a set "Per Man Hour" price. The actual charge for services in question were actually less than was quoted.
Complete Lawn care does agree that there was some miscommunication from both parties. On of the reasons for the miscommunication was the contact information that was given at the time the services were authorized changed and we were not notified. Complete Lawn Care invoices customers via email. This customer used one email at the beginning and the changed to a different email while not notifying Complete Lawn Care. Complete Lawn Care should have called the customer sooner when the first invoice was not paid on time.
As for the mole treatments, Complete Lawn Care does recognize that there was a mistake in scheduling this service. As per the instructions from chemical manufacturer and per our website, the application steps are as follows:
Second Application within 14 days of First Application
Third Application after 30 days of Second Application
Fourth Application 45 days after Third Application.
There was a mistake and the second application should not have been applied on the dates that they were. Complete Lawn Care REMOVED THIS CHARGE AND THE CUSTOMER WAS NOT BILLED FOR THE SECOND APPLICATION.
With regard to the flower beds:
The flower bed in questions was in horrible shape. It was overgrown with Bermuda and crabgrass. Complete Lawn Care advised customer that the process for preparing this bed for new shrubs and plants was going to take some time. The first day we were there, we removed all dead/dying shrubs, pulled the majority of the overgrown trees, and sprayed an application of roundup to kill the grasses. Customer was advised that the BEST way was to keep these grasses from coming back was to apply roundup over the course of 3 or 4 weeks. This is done to ensure that all the grass dies and will not come back. This is common practice when a new flower bed is installed over an area that was formerly part of the lawn (which was the case with this customer.) In the customer's estimate that she agreed to, the cost of the application was included in the estimate.
The bushes that "Were never trimmed" according to the customer, were actually trimmed when we performed the Spring Clean Up. The bushes were originally about 7 or 8 feet tall. We took almost 1.5 feet off the top. Complete Lawn Care was not advised that this was "Not shirt Enough" according to the customer. This information was not relayed to Complete Lawn Care until a few weeks after the initial service. When we were advised of this, the customer was advised that we would trim the bushes shorter the next time we come out, but unfortunately we were not given the chance.
The rocks and black plastic edging was to be hauled off during the next visit when the bushes were to be trimmed shorter, but we were not given the chance.
After the communication problems were solved, Complete Lawn Care did everything we could to try and satisfy this customer. The customer stated on several occasions that she was having "Financial difficulties" and she would pay the said amount, less the second mole application, as soon as she could. The customer was set up on a payment plan, which was followed for 2 or 3 weeks. Then the customer just stopped paying her bill and we were forced to send her to collections. It was not after her being sent to collections that she made a complaint with the BBB. We have all text message communication saying she would pay the bill. At this point it is collections.
Complete Lawn Care