ComplaintsforClean Cut Lawn Care

• Initial Complaint

  07/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to file a complaint against this company they took money out of my account without permission they are also dishonest company.I hired them to plant trees in my backyard and they had 4 guys who came out 2 had hang overs and sat around and did nothing and one peed in my backyard and threw up in my backyard & one tried to break into my house when I was working and one broke into my backyard late at night.Also they were not trained properly and most of my trees died and I had to purchase more trees and have them replanted and another landscaper had to replant all the trees which I have a receipt for..In addition the guys had me pay for their lunch which I spent $30 for pizza they also made me buy a post whole digger since they did not have the proper tools to plant plants.They also took advantage of me by taking longer breaks smoking cigarettes and drinking beer in there vehicles and sadly when I complained to the manager he came to my house and harassed me.

  Business response

  09/01/2021

  I would like to address each of the customer's complaints in the order which they were given.
  
  
  As to the allegation that our company took money from the customer's account without permission.  The customer gave us a credit card to keep on file to charge as work was done for them.  We only charged the card for the regular work that was done for the month.  We did not charge the card for the work that is in dispute.  In giving us a card on file it is with the understanding that the card will be charged for the services performed.  The customer did not at any time ask us to delete the card on file from the account. If that request had been made, we would have honored it immediately.  
  
  
  As to the allegation that the employees did not show up to work in prime condition to do the work.  This is a subjective observation being made by the customer.  It is of utmost importance to us to show up and provide the best service possible for our customers.  Though we do not agree with the customer's description of the condition and value of our employees that day, out of respect for the customer and their concerns, when billing for work that day, we only billed for two of the four workers.
  
  
  The allegation that any employee tried to break into the customer's house we completely deny.  That did not happen.
  
  
  As to the allegation that an employee broke into the customer's yard that night.  He went to retrieve his gloves.  His intention was to just grab his gloves and not bother the customer. We understand how someone the customer was not completely familiar with going into the backyard could be cause for concern.  This was acknowledged to the customer and sincere apology was given. 
  
  
  To the allegation that most of the trees died.  That is something that we can only take the word of the customer for as we were not called to come look at the trees to give any help or advice on how to address any problems with the trees.  We can attest to the fact that the weeks previous to and after the planting of the trees were excessively hot.  Near record highs were recorded during this time.  The customer purchased the trees several days before we planned to do the job.  We did advise the customer that the trees would need to be watered almost constantly to keep them not only alive, but healthy enough to withstand the stress of being planted. Constant watering would have needed to be done after the planting was done as well.  It is our contention that it is possible that the customer probably did not water the trees sufficiently for them to survive.  This is hard for us to judge for sure since we were not called at any point when the customer saw that the trees were not doing well.  Had we been notified of the customer's concerns, we could have observed the trees and given our advice as to how to proceed  for the trees to survive.  As it is, again, we were not called in on this matter.  Also, the nurseries in our area guarantee their trees for the first year and they could have been returned and replaced at no cost to the customer if the customer had taken the trees back in.  
  
  As to the allegation that the employees had the customer pay for pizza and a post hole digger, the customer had offered to purchase these things out of their own free will. In no way did we require them to purchase the tool or purchase lunch for our guys. 
  
  
  The allegation that the workers took advantage of the customer by taking longer breaks.  Again, that is a subjective observation.  Considering the heat during this time, more frequent or longer breaks would certainly have been necessary for the health and safety of our employees.  The jobs are bid before hand and there is no extra cost for time being taken to ensure hydration and safety of the workers.
  
  As to the customer's allegation that they were harassed by the manager. We are deeply sorry that the customer feels that way.  It was never our intention for the customer to feel harassed at all.  The manager went to talk to the customer to try to address the complaints.  It was our intention to talk to the customer in person to try to resolve the problems that the customer felt had occurred.  It is our belief that there was no harassment at all.  Just a genuine effort to try to make things right with the customer. In the discussion with the customer at the property, the customer totally dominated the conversations and was not looking to allow us to try and make things right. We expressed our intention numerous times on how we would make the labor expense correct for the amount of work performed. We proceeded to make these adjustments on the invoice even without the acknowledgment of us doing this for the customer. 
  
  
  In the end, even though we were not in agreement with the customer on what happened, we invoiced the customer for less than half of the original bid for the job. In addition, the customer added numerous plants & trees to be planted than was in the original estimate.  Yet, the customer still refuses to pay the ****.  We feel that we have gone above and beyond in trying to meet the needs of this customer.  We just want to be fair for both sides and we feel we have up held up our end of our agreement. 
  
  
  Thank You

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