ComplaintsforLawn Pride, LLC

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello- I am reaching out in regards to my account you have in collections. We were always supposed to be notified by call and give the green light when a service was scheduled to happen. I received an email notification and I called your office to make sure you did not come. The office phone did not work, and I didn't have time or another contact to cancel the service. The lawn was dry and did not need serviced. Now this account is in collections and I would ask that you remove it and lets settle the bill. I do not want collections on my credit report for something I attempted to cancel, and you all went ahead and serviced.

  

  Business response

  03/13/2024

  Customer is shown in database as receiving pre-notification emails. We do not offer pre-service approvals, as the pre-service notification is simply a courtesy. It is shown on the account as having pre-service notifications sent to email; we do not provide phone call notifications. The customer states they received this notification and called the office to stop it; I do not have any logs showing these attempts. I do have logs showing successful payment and a call from the customer asking for a map to mark up tree removal and replanting on the property. This was done and the services continued until 6/30/2023 when their final application was made due to unsuccessful payment. They were reminded of the due balance on 7/21/23, 8/02/23, 08/15/23, 09/04/2023, and on 09/06/23, they had surpassed the timeline and went to collections. The customer also signed our Terms and Conditions on 08/02/2021 that stated the following: COST OF SERVICES/BILLING. Except as otherwise set forth herein, billing for each lawn application (and applicable fuel surcharges) will occur after service is rendered with payment due upon receipt of invoice. After January 31, 2020, all new ********* are required to enroll in Lawn Prides Auto-Pay program or prepay for their annual lawn care service plan. The cost of services in a ********* plan *** vary. Current year discounts *** not apply in subsequent years. Any credits or discounts offered by Lawn Pride shall only be applied to future Lawn Pride services and are not redeemable by Customer for cash. AUTO-PAY AGREEMENT. ********* enrollment in the Lawn Pride Auto-Pay option constitutes ********* agreement to the following terms and provisions which shall be deemed a binding part of ********* agreement to receive and pay for services provided by Lawn Pride. Please read these provisions carefully and contact Lawn Pride immediately in the event that you wish to cancel your Auto-Pay Enrollment.                        Customer agrees to pay for all services provided and authorizes Lawn Pride to initiate electronic payment transactions from the credit card account that Customer has provided to **********************. ********* consent applies to all invoices issued by Lawn Pride for all services provided at any time, including invoices for services that automatically renew each year.  All payments will be automatically withdrawn from ********* specified credit card account on the date ********************** issues an invoice for services unless Customer terminates the above authorization in the manner described herein.                        Customer understands and agrees that ********************** shall automatically charge ********* credit card account, as applicable, for the total amount due on ********* account. The charge or debit shall be initiated by Lawn Pride as required without further notice to Customer. ******************** SHALL BEAR NO LIABILITY OR RESPONSIBILITY FOR ANY LOSSES OF ANY KIND THAT CUSTOMER MAY INCUR AS A RESULT OF A PAYMENT MADE ON ITEMS INCORRECTLY BILLED OR FOR ANY DELAY IN THE ACTUAL DATE ON WHICH CUSTOMERS ACCOUNT IS DEBITED OR CUSTOMERS CREDIT CARD IS CHARGED.                        To cancel your Auto-Pay Enrollment, Customer must call ********************** at ************. Customer agrees that ********************** *** contact Customer via telephone, text, or email and further agrees to promptly notify Lawn Pride of any changes or updates to ********* credit card information.                         Customer agrees to promptly notify ********************** in the event of any billing errors so that Lawn Pride can correct any such errors. If ********* payment is rejected, refused, returned, disputed, or reversed by ********* financial institution or card issuer for any reason, Lawn Pride shall have the right to immediately terminate its contractual relationship with Customer.                        Lawn Pride reserves the right to terminate ********* Auto-Pay enrollment at any time.                         Customer is responsible to verify whether or not any additional charges will be applied by ********* credit card issuer and agrees to be bound by any rules that ********* financial institution requires for pre-authorized credit card transactions. Customer is responsible for all fees charged by your financial institution associated with this pre-authorized payment option.                        Lawn Pride reserves the right to revise the terms of Auto-Pay Enrollment from time to time and will provide notice of any such changes by posting revisions on the Lawn Pride website which shall be deemed effective at the time of posting. If Customer does not agree with any such revisions, Customer must terminate the Auto-Pay Enrollment immediately. ********* continued use of the Auto-Pay Enrollment constitutes ********* agreement with these terms and conditions, as amended.

  

  Business response

  03/13/2024

  Good afternoon, 

  Unfortunately, this account has had a due balance since 6/30/2023. There were three applications made to the property in 2023, and the final application had an unsuccessful payment. There were several payment reminders sent to the email address on file. We do not have any calls on file for requests to cancel or reschedule service. Our pre-service notifications are a courtesy and are not asking for approval prior to application. 

  Let me know if you have any questions. 

  Thank you, 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired lawn pride in early 2021. On two different occasions, they applied a fertilizer to my lawn and left the residual fertilizer on my concrete. I called to let them know that it burned my concrete and left stains. They said the stains should “wash off” eventually. They haven’t, I still see spots all over my driveway from the fertilizer. Then during the week of September 13th, they were supposed to do an aeration service. I got an email on 9/16 saying they completed the aeration service on my property around 1:30p on 9/15. I did not see any holes in my lawn that day when I got home from work around 4:30p. So I checked my security cameras and saw that they gave MY NEIGHBOR MY service… So my neighbor got a completely FREE aeration service in which I paid $160 for. Sandy the manager only offered a $50 refund. They’re coming back tomorrow but I believe I’m owed more compensation for their negligence. It’s not fair my neighbor got my service for FREE and I still have to pay for it.

  

  Business response

  09/20/2021

  Spoke to customer this morning and she explained that she had sent this out of frustration prior to speaking with our Office Manager, Sandi Mitchell.  Once she spoke with Sandi - she then received her credit that she had requested.  I believe customer is happy at this point.

  Customer response

  09/20/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 15873564, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Molly Brown

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Lawn Pride, Inc. in the spring to fertilize (dry) mixed with weed killer. To the end the yard looks horrible, I called customer service "wait till the fourth application" was always the answer. I used my own weed killer to stop the progress of the creeping ******* and crab grass (purple stems - huge). Well the fourth application did nothing, no miracles the lawn looks really rough. I called and was told someone would call me about the matter. I rated them on yelp and was promised that *************************, Service Manager would call me to work out the problem. As I see by their BBB ratings that call is never going to come. I did send ************************* pictures, still waiting. Next month I will do my yard myself, it looks better.

  

  Business response

  09/02/2021

  I am sorry to hear about ******************** displeasure with our service.  Our Sales Manager, *************************, spoke with **************** and he stated his lawn looks worse than ever. He also said we are not killing weeds at all, but he sprays and they die. We explained that unfortunately, until we get to fall when we can address thin & bare spots via aeration and overseeding that we can only work with what grasses he had before we started. Additionally, **************** did not want us to set these expectations in the Spring, stating he never wanted a sales "pitch." **************** said that we did not return his call and Tim  ensured him that he did and left him two messages.

  Our service is a partnership and requires the homeowner to be involved in getting to the end goal.  Mr. ultimately hung up on *** and did not want to try to get to a resolution.  My goal is to do everything I can to satisfy my customers.  It is difficult to work together when one party does not want to be in the partnership.  Weeds will grow in any area that does not have a good stand of turf.  So it is a process to get the lawn that a customer is looking for.  

  I am willing to help ****************.  I am unsure exactly what his wishes are.

   

  Regards,

  ***************************

  Vice President
  Lawn Pride, Inc.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩