ComplaintsforLawn Doctor of McHenry/East Lake County

• Initial Complaint

  06/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have not been able to reach any customer support for the past two days - 6/8/23 and 6/9/23 - phone is on auto-answer. I have left a voice message, text message and several emails but have not received any response to date (as of 6/10). A service was performed on my lawn on 6/9 without responding to my request first for possible changes. I do not see any evidence of fertilizer having been applied to my lawn so I am assuming that a liquid was applied instead? At any rate, I have an issue with this business not answering the phone or responding to repeated requests to contact me prior to the service that was just performed. I am also concerned as to what (if anything) was applied to my lawn on 6/9/23. i have a service contract with this company which I prepaid for in April 2023 - the contract number is ******.

  Business response

  06/12/2023

  Dear ****************,

  We apologize for any inconvenience, our **************** voicemail asks that you allow ***** business hours to respond to messages. The first voicemail we received was Friday (6/9) morning, to which we are responding this morning (Monday, 6/12) within the ***** hour business day policy.  The emails as well we received on Friday (6/9) and Saturday (6/10), to which we are responding today (Monday, 6/12) within the ***** business hour allotment.

  If you would like confirmation that service was performed on 6/9, we can schedule for a Manager to come and inspect the lawn (at which time we can also address any concerns you have with your yard).

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                  .

  Customer response

  06/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I inadvertently paid a bill for $62.52 twice to this company. Initially, the customer service person was professional, and I was told they would let me know when the funds cleared on their end. It is now 7 business days later, and no one has contacted me. I called yesterday, and left a message which had not been returned. When I try to call now, the phone goes right to voice-mail. What do I have to do to get my $$$ back?

  Business response

  11/09/2022

  Dear ************,

   

  Thank you again for contacting Lawn Doctor of McHenry and Lake Counties! We have received your request for further information regarding your Payment History.  We apologize for not getting back to you sooner, our **************** was waiting for further clarification from our *********************. 

   

  According to our records we received a payment by credit card (Mastercard) on 10/26/2022 for $62.52, which brought the balance on your account to zero. On 11/3/2022 we received and processed Check#********** for $62.52. We then received a call from you on the same day asking that we not process the check, however according to our ********************* it had already been processed.  Our **************** then requested that a refund be processed for Check#**********, which was recorded-a refund is processed once after Settlement.  Our ********************* received correspondence from the bank today (11/9/2022) that Check#********** was returned due to Stop Payment.  

   

  So as of today 11/9/2022, our ********************* is unable to issue a refund and a $12.00 Stop Payment Fee has been added to the account.

   

  If you have any questions or concerns, please do not hesitate to contact our office at ************** 

  Customer response

  11/09/2022

   
  Complaint: 18361159
  
  I am rejecting this response because: the chain of events you posted are not correct. . It was the payment in October that I asked for the payment to not go through,  as I was told by your customer service representative it could not be stopped.  

  The latest duplicate payments were on Oconee 26th & October 27th. I had several phone calls with your customer service rep, and each time,  the lo was told no duplicate duplicate payment was received every time I called.  

   

  The duolicste payment was not a check,  it was done through my bank.  For you to tell me I'm being charged a $12 stop payment fee is ludicrous.  If you wish to bank I will provide you with their information

   

  please cancel ******************* forward with lawn doctor,  and remove the $12 stop payment fee, as no check was ever involved

  
  Sincerely,
  
  *******************

  Business response

  11/14/2022

  Dear ************,

   

  According to our ********************* the October payment you are referring to was made on 10/26/2022 for $62.52 by MASTERCARD, this was applied to the service done on 10/11/2022. Bringing your account to a CURRENT status, no double payment was made in October.  

   

  On 11/3/2022 ECHECK#************ from Acct ending in ***** for $62.52 was received and processed by our *********************. At that time, we issued a refund from our *********************. The ********************* MUST wait until the funds have cleared in order to issue the refund. We would suggest contacting your bank regarding ECheck payment policies; most banks issue EChecks and deduct the amount from your bank account at the same time, however that does not mean that it has been received and processed by the company (this is why you were able to put a Stop Payment on the check). The ECheck was issued 10/26/2022, however our ********************* did not receive and process the check till 11/3/2022. You can confirm this information with your bank, or look at the images of the processed check provided by your bank. Our ********************* CANNOT refund a "credit" "double payment" on any account UNTIL your account reflects the processed check and credit amount.

   

  We have received your request to cancel the account, we will process as of today 11/14/2022.  You will receive a confirmation email and a confirmation letter in the mail.

   

  Please do not hesitate to contact us with any further questions or concerns **************.

   

  Sincerely,

   

  Customer Service

  Lawn ********************** of ********************** and Lake Counties

*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. ↩