Business ProfileforTotal Home & Lawn Defense

We hired Total Home and Lawn Defense to receive bi-monthly fertilizing treatments for our lawn. When we hired Toby it was a one man show. Business is booming for Toby because the last two billing cycles we have had his "new" employee out to treat our yard. Our last cycle which was in August our yard was treated by said new employee and he got "Over Zealous" as Toby put it in fertilizing our yard. Our grass turned yellow. We took pictures and notified Monica and Toby about the yellowing of the grass in mid September. Toby came out to our home and was there in his truck when I pulled up. Per Toby he could not fertilized our yard again because it was under 30 days since our last service. He told me it should clear up in a couple of weeks and that he would be back out to follow up. It started to clear up in October. We paid the August bill even though we thought the service for that cycle was terrible. Toby never came back to follow up. We contacted Total Home again in October because of the issues with crab grass "Toby's Specialty". I put flags out in the front and back of the yard to mark all the spots. We are not usually home when they come however my husband pulled up as Toby was spraying the spots of crab grass. All Toby did was spray the spots of crab grass. My husband told him we would prefer that he treat our yard in the future. The last two cycles the backyard has really gone downhill. To my surprise I received a bill for service. We hadn't had a service since August so I emailed Monica. She replied and said that Toby fertilized our yard the day he was out there to take care of the crabgrass this week. We have cameras on the outside of our home. So I checked the cameras. He did nothing but pull up and spray crabgrass and by that time my husband was there with him. Toby calls me the next day and now says he fertilized my yard in September when he came out to look at the yellow grass and this bill was for that service. Again we have cameras. I was there when he was there and he told me he couldn't fertilize because it hadn't been 30 days since our last service. They are dishonest and won't admit the billing mishap. He never treated my yard in September. We have no trouble paying our bills for services rendered. They claim and encourage you to call with concerns or questions but here we are now with no lawn service because they decided to part ways instead of correcting a billing error and the immense amount of weeds in our backyard caused by his inexperienced employee.

We are sorry that you feel we have not provided satisfactory service. We have reached out to you to discuss this and find a resolution prior to your review; we did not receive a response. We have worked closely with you for 1.5 years and we were hoping to resolve this in person. Your lawn service is performed every 2 months. As you stated we serviced your lawn in August, you were due for scheduled service in October. The technician that has serviced your lawn is certified by the state and qualified to treat lawns and weeds. We would be happy to discuss this matter with you. Please call Monica at**************

Yes, we were due service in October and you billed me for October without providing the service. When I questioned the bill you replied that Toby serviced our yard while he was on a call back to our house for crab grass on 10/22. I informed you by email that he didn't provide the bi-monthly service and only took care of the crab grass. We have cameras my husband was there with Toby. I called your business to get it cleared up and left a voicemail. The next day Toby calls me and says it wasn't 10/22 that he treated my grass but 9/15 and that counted as the bi-monthly treatment for October. Toby did not treat my grass on 9/15. It had just been treated at the end of August and he was on a call back on 9/15 because your certified technician turned our yard yellow. He did nothing on this call but speak to me because I was there the entire time. I explained this to your husband on the phone. Toby told me to not pay the bill and we would part ways. He made it out like we, the customer, were being unreasonable for not paying a bill for service we didn't receive. Yes, 1.5 years and several referrals to your business only to be dropped for questioning a bill for service not received. It was never about paying the bill. It was the fact that you didn't do the service and instead of admitting the mistake and servicing our yard in October your company as Toby put it on the phone has decided to "Cut your losses". Also just because a technician is certified doesn't mean he has the experience.

Again, we are sorry you feel we did not provide satisfactory service. Our goal is to always exceed expectations. We would never count a visit to your property in a month you were not due for service, perhaps there was a miscommunication. Reagan, we offered to meet with you to discuss this and have not heard from you to set up a time to discuss your concerns. A one on one conversation will be much more productive. Feel free to give us a call if you would like to discuss this further.