ComplaintsforTurf Doctor, Inc.

• Initial Complaint

  05/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We paid $210.6 for 6 lawn treatment services from TDI in 2020. However, the worker only showed up for a few minutes each time. We noticed this because we were working at home every day due to Covid Pandemic. There was 3 months between the 1st and 2nd treatments (They finally came after I called several times). On October 8th, 2020 (5 treatments already), we got an email from Home Owner Association that we failed to "control weeds" and we were asked to "chemically treat, cut, and remove all weeds" in our "yard and beds" within 14 days. So we had to work manually every day for 2 weeks to clean the weeds and in order to avoid the penalty. I called TDI to complain the issue several times, but no help. This January in 2021, they sent a worker again without contacting us and demand us to pay $39.

  

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/06/02) */ BBB CASE#: ******** In response to ************ complaint, they started with our service back in 2019, we did 3 applications towards the end of 2019 and their service rolled over into 2020. Our service continues from season to season as a convenience to our customers, as it did from 2019 - 2020 with their account. Our standard program consists of 8 applications which are spaced out every 5-7 weeks apart. This account, as specified by them, was for us to only do 6 applications yearly. As this isn't a standard program, we don't offer free service calls, yet in 2020, we did 3 free service calls for this customer to try and knock back the weeds. As for their claim "This January in 2021, they sent a worker again without contacting us and demand us to pay $39", all of our invoices clearly state that our service continues from season to season for convenience, (Just as it did from 2019-2020 with this customer) As for the claim that we were 3 months between the 1st and 2nd application in 2020, we treated the lawn for our Round 1 on 2/15/20 and returned for Round 2 on 3/27/20 (6 weeks NOT 3 months). I hate that they had a bad experience, that isn't our goal at all! I am willing to write off the $39 that they owe on this account, as a sign of good faith on TDI Services - Birmingham. I feel that TDI Services went above and beyond to try and keep a customer happy by returning for free service calls numerous times for them. We educate our customers that by electing not to receive all 8 applications, we are not able to keep the lawn weed free. We also ONLY treat weeds in the turf areas not in the shrub/flower beds. Thank you, Brian F**** GRD, HPC, PH, WDC Branch Manager TDI Services - Birmingham ************ Consumer Response /* (3000, 7, 2021/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The main point is that the worker you sent to our house didn't do his job appropriately. He showed up only a few minutes for a few sprays. Sometimes I had to call multiple times in order to get him to come - I should make a record of these dates. In 2020, Your company called and persuaded me to purchase a full year's service (but not in 2021). You gave me the option of 6 treatments/year but did not provide us the quality service. So why do you provide this option to all of your customers? My friend who referred me to TDI has 6 treatments/year as well and did not have such an issue. The company we are using now also comes 6 times/year (The situation has dramatically improved after only two treatments by them). You did 3 "free service calls" in 2020 after my complaints because you knew there was a problem. However, the result/fact is that we still got a warning letter from our HOA on 10/8/2020, which means after your additional treatments (5+2=7 total treatments by that time?), we were still required to "chemically treat, cut and remove all weeds" within 14 days to avoid penalty. You said you only treat weeds in the turf area, not in the flower beds. So why did the weeds in the turf area grow much more crazily than the weeds in the beds? Thank you for willing to write off the $39, but please keep in mind your worker didn't do his job this time as always. I think we should get a refund of $210.60. Business Response /* (4000, 9, 2021/06/11) */ Unfortunately, we are not going to be able to come up with an agreeable solution for this former customer. TDI Services spares no expense in providing our technicians the best equipment on the market. Not only does this equipment help our technicians to be more efficient with their time but it also helps with the applications. Their statement about TDI Services "calling to persuade them to purchase a full year's service" is false, it isn't our business practice regarding a pre-pay discount, we send out letters to all of our customers, offering a discount for paying for their service in advance. Also the statement regarding the weeds, there are many factors that come into play with weeds, watering habits, mowing habits, shade, thickness of the turf and foot traffic for example. Our technicians treat the weeds with each application that they do, some weeds are more difficult to control than others. We ask our customers to be our "eyes" on the lawn, as we are only on (this customer's lawn) 6 times during our regular visits. If they notice a problem or an issue, we ask them to call us and we will respond. When they called with a weed issue, we responded and even followed up with another service call (which is not our standard practice with customers who aren't full program customers). I hate that they had a bad experience with our company, but a full refund of the money they paid is truly asking for more than TDI Services is willing to do. I issued a credit for the application that we did in 2021, as a sign of good faith. I also question the timing of their request for a refund; this claim only came about after a late notice was sent to them for the balance due for services rendered in January 2021.

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