ComplaintsforNLC, Inc

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to help for resolution to a lawn care dispute with Nelson Lawn Care. We have never not paid a bill in 50 years of our marriage. Nelson Lawn Care mowed our grass when it had just rained hard and destroyed large swaths of grass. We complained and sent them 27 pictures of the damage. The son came over and told us that the damage was army worms. The damage was in long strips. We had the yard tested-no army worms. They gave us a 934.06 dollar bill. We refused to pay because it will cost us more to repair their extensive lawn damage. Thank-you for your time and help. **** *********

  Business response

  12/16/2021

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 12/9/2021]]

   

  
  

  Re: ******** ****

   

   

   

  We began our contract with the customer on 11-9-2020 for the 2021 Lawn Season. The contract consisted of weekly mowing and fall leaf clean up, billed on a per time basis. Included here are al of the time sheets as to when we were on the customers property and the work performed. We bill monthly for services provided the previous month. In this case, the invoice referenced was billed on 11/8/21 for services performed in Oct 2021. We have had no previous issues with this customer not paying for services.

   

  When this invoice was sent, an immediate response from the customer that they were not paying because we ruined their lawn. At this point in time, no complaints had been made to our office or management staff, so an inquiry was made by myself to the customer as to what the problem was.

  The customer stated he sent photos to my employee that does the estimates, which is not chain of command in our business and those were never received by him. I received those photos upon my request and noticed that the lawn was entirely brown. We had another customer in the same predicament earlier in the year and it was in fact army worms. It could also be small animals digging to get other types of grub in the lawn, especially if the lawn is not treated.

  We sent out our employee who has overseen the property since the beginning of the contract (who is not our son, since our sons are 12 and 8 years old) to look at the property and he did confirm that it was either army worms or other types of grubs, not mowing when the lawn was wet. It is also safe to say that the browning of the lawn did not happen over night, and was only an issue when the bill was received by the customer. This has led us to believe that the customer was not in a position to pay for our services and came up with an excuse otherwise, especially since no complaints or concerns were vniced to MANAGEMENT prior to the bill being received.

  The customer has said several times that a professional has been out to assess the lawn and there were no worms or grubs. I would ask for proof of testing, but doubt that it exists since the ground had already been frozen at that time of the dispute and all grubs would be sheltered way under the surface of the lawn for winter and would be unable to be detected. Had the complaint been brought to our attention when tho !awn actually started browning out (which also happens when during frosts) we could have helped the customer with a remedy as we did with the other customer that had the same issue.

  The bill has since been paid by the customer, and we have closed their account with our company. There was an outstanding balance for part of the fall clean up in November, but that has since been written off.

  Kegards,

  ****** ****** Office Manager Nelson Land Care Inc

   

  *Please see attached

   

  
  

   

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