ComplaintsforWeed Man

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/8/21 scheduled weed man ******* to core and seed yard. Coring was done but seeding was not. Emailed company and they sent **** out to verify. Says he can see seed. I have time stamped photos showing no seed. Emailed again and they said I had to wait 10 days for germination. Clearly there is no germination. Made multiple calls and emails with no response. Their technician ****** serviced yard (winter fertilizing) on 10/24/21. Stated he couldn't find seed or germination. At this time he called it in to office. With the hassle and lies. I asked for a refund. I was told that no refund would be issued for services already completed. Since they didn't seed my lawn and for the extra trouble. I'm asking for a full refund of $340

  

  Business response

  05/18/2022

  Business Response First correspondence with Mr. ***** 10/12/21, he sent in an email request about his overseed not being done. We told him that all of our trucks have cameras on them, this being one of the reasons, and we will take a look and see if he did or not. o Lawn was OS correctly according to the videos. Scheduling a tech visit just in case to verify that there is seed. If **** cannot see seed we will send someone back out to redo. Same day we put the service call in for ****, the Operations Manager. o Please call customer to let him know when you will be out. We need to take a look at mr's lawn to determine if there is seed. According to the cameras we did seed, but since Mr doesn't see any, it would be best for us to double check. Once you inspect the lawn, please call customer with what you find if he is not home. I emailed the customer to let him know this information. Please speak with the wife (XXX) XXX-XXXX o ****'s notes from visit on 10/13/21. No one home. Called and left message for mr. It's hard to see the seed since it's been 4 days and we have had rain. But i saw some around the yard. Told him it is real noticeable between his ac unit and the pine tree. I let him know if seed isn't germinating all over in 7 to 10 days we can touch up the seed if it is needed. 10/20/21 Mr. emailed in again: o Customer emailed stating that grass is still not growing. Customer wants a call so a time can be scheduled for customer to be home when tech visit is made. In email, customer said they are on call until 5 pm. o ****'s called multiple times that day and several days after. He put these notes in. Called to setup a time to meet but no answer. Left a VM to call me back so we can schedule a good time to meet on the lawn...10/26 I called again but couldn't reach anyone. I sent an email to the customer and let them know we would re-cast seed their entire lawn. It is scheduled for Friday 10//27/2021- This is all correspondence between **** and Mr. o Customer is not satisfied. I walked lawn and noticed seed in the lawn and offered to reseed it again if after a total of 14 days there were spots that didn't have seed germination in them. He sent an e-mail, called ****, and talked to ****** on the lawn because he was there for the F4 (fertilization). The next day, after talking with ******, I called the wife's phone number, as we were instructed to do, and didn't get an answer. I then sent the customer an email telling him that we will be out there this week to re cast seed the lawn. He then sent me an e-mail stating how horrible of a company we are and how no one cares. He requested to cancel service and wants a "full" refund. My reply e-mail is copied below Good Afternoon I apologize that your experience with our company has been this way. We strive to always return phone calls and emails. Unfortunately this can take a day or two to accomplish this. I have talked with the technician about how notifying a customer and announcing his arrival on the lawn by knocking on the door is very important. I also want to assure you I did walk your lawn the day I came out. I was still able to see seed on the ground in random places but not everywhere due to the rain we had after the treatment. I pointed out the spot by your AC unit and pine tree because that was the easiest place to still see the seed, but not the only place seed was visible. I offered to come out after 10 days or so in case there may have been spots missed with seed. We offer this to everyone due to the possibility of high winds the day the lawn was seeded or areas where seed might have been washed away by heavy rains before a customer was able to water the seed into the lawn, or if a spot was just missed on accident. Your lawn has received all the treatments up to this point. I have cancelled out your account and will be issuing you a refund for services that have not been completed yet. Mr emailed back and forth with the Admin Manager as well. She told him the exact same things that **** had and he still did not believe we did the application. I did not refund the entire amount of $340 for the aeration and seeding because we did come out and do the job we were hired to do and we have proof that we did in our video. Mr said he also had a video showing we didn't do it, but has been unable to produce that to us. I refunded him $58.00 of his prepay that had not been used yet. We told him multiple times that we would come out and redo it for him if there was no germination, for free, after 14 days. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) In response to the email sent 10/12/21 re: the seeding and coring not completed. ***** serviced the yard on 10/11/21. Per cameras and photo evidence of our property, ***** did not seed the back yard, He did not core or seed the yard towards the lake nor did he cross the small ditch to seed or core along our tree line. Video and Photo evidence was shown and given to ****** on a return visit. ***** did not leave any evidence that he had arrived (i.e. knocking on door) or been there (i.e. leaving yard sticks, instructions or receipt of service rendered.) It appears that services completed were only in scope of their truck cameras which was the front and half of the side yard. In response to ****'s visit on 10/13/21. The seeding that **** stated he saw was seed that homeowner had placed in the previous months after a driveway pour to cover the massive dirt pile left behind. It never germinated. Pictures can be provided on request as proof. **** did call Mr., however, the phone number he called was Mr.'s cell number. Mr. works in a manufacturing environment and cannot take calls until after 5pm. Therefore, ****'s statement of Mr. being on-call until 5pm and the Mrs. not answering are far from truthful and egregious. **** never had Mrs. phone number. Cell records can be presented as well. In response to the emails on 10/26/21 and the visit on 10/27/21. ****** VISITED THE HOMEOWNERS TO APPLY WINTER FERTILIZER AND CHECK THE YARD ON 10/25/21 NOT 10/27/21. HOMEOWNERS HAVE VIDEO EVIDENCE AS WELL AS SCREENSHOTS AND PHONE RECORDS OF VIDEO AND PICTURES OF YARD SENT TO ******'S PHONE RE: THE ISSUES AT HAND. This contradicts the statement provided to the BBB by Weedman. ****** arrived and walked the lawn with Mrs. The tech ****** verbally stated he could see that seeding had not been done. Mrs and ****** walked the entire property. Videos and Pictures were sent via text to ******'s phone 10/25/21 at 130pm. ****** made a call while there and stated the work had not been done and he had seen it with own eyes and taken video. That customers would need entire service redone. Phone calls were never made to the Mrs. phone as she was present and they did not have her number. Phone records can be provided as proof. Mr has only left messages for **** and never spoken to ****. Mr was not present for the walk of the yard. Only email proof that they are playing phone tag which again Mr reiterated he was online at work until after 5pm. In response to the unhappiness and unprofessionalism of the company, the lack of customer service and lack of services rendered: On Tue, Oct 26, 2021 at 7:00 PM > customer wrote: Hello ****, While I appreciate the below email. I would like to discuss some concerns in hopes that you will use it as a teachable moment for you and your team. 1) On the day of service ***** failed to notify us that he was here. Failed to seed our yard. Failed to leave receipt and lawn care instructions. Failed to leave any notification that he was here. All is verifiable on home security After I came home and noticed that work wasn't done. I used your "how did we do" email to notify you that it wasn't seeded. ****** sent me an email stating that she would check truck cameras. She then stated she would send a technician to check our yard. You left me a voice mail stating that you could see seed by the A/C unit and the rest of the yard you couldn't see due to it being a couple of days (I'm having security footage sent to me to see if you indeed looked at yard and how much time you spent on location) and that I needed to wait 10 days. I waited the required time and then emailed ****** and copied you. 2) There was no response to said email by you or ******. I placed two calls to your technician **** with no return calls. 3) I sent an email to ****** coping you on 10/25 stating that I wanted a refund. Neither you nor ****** responded. Leaving me to believe that you either don't read them or you don't care. Today 10/26 you finally send an email stating that we all have been playing phone tag. Also, ****** calls me and says you're coming out Fri to do the job you failed to do in the first place. Not once has Weed Man acknowledged that your entire team has failed in providing any reasonable service. Due to your lack of service, I expect that you refund my money in full and cancel our service with Weed Man. Thanks Truly unsatisfied customer To which the response was Original message From: **** ******** <*************@weedmanusa.com> Date: 10/27/21 3:51 PM (GMT-06:00) To> Subject: Re: Seed Good Afternoon I apologize that your experience with our company has been this way. We strive to always return phone calls and emails. Unfortunately, this can take a day or two to accomplish this. I have talked with the technician about how notifying a customer and announcing his arrival on the lawn by knocking on the door is very important. I also want to assure you I did walk your lawn the day I came out. I was still able to see seed on the ground in random places but not everywhere due to the rain we had after the treatment. I pointed out the spot by your AC unit and pine tree because that was the easiest place to still see the seed, not the only place seed was visible. I offered to come out after 10 days or so in case there may have been spots missed with seed. We offer this to everyone due to the possibility of high winds the day the lawn was seeded or areas where seed might have been washed away by heavy rains before a customer was able to water the seed into the lawn, or if a spot was just missed on accident. Your lawn has received all the treatments up to this point. I have cancelled out your account and will be issuing you a refund for services that have not been completed yet. Treatments were never done to the entire back yard of property. The following is your response you reported to the BBB which is the complete opposite of what your responses via email have been. "Mr emailed back and forth with the Admin Manager as well. She told him the exact same things that **** had and he still did not believe we did the application. I did not refund the entire amount of $340 for the aeration and seeding because we did come out and do the job we were hired to do and we have proof that we did in our video. Mr said he also had a video showing we didn't do it, but has been unable to produce that to us. I refunded him $58.00 of his prepay that had not been used yet. We told him multiple times that we would come out and redo it for him if there was no germination, for free, after 14 days." VIDEO AND PICTURES WERE SENT VIA TEXT TO ******'s PHONE. Phone records will reflect that this transpired. Screenshots and messages are still available on homeowner's phone. Services were not completed on the entire homeowner's property. Therefore, services paid and services rendered do not match up. Homeowners wanted treatment of an entire property, not the front and side yard. Homeowner's requested a full refund after going back and forth and the lack of customer satisfaction that was transpiring. A company is only as good as their work. Then there are the videos and screenshots. ***** and ******* ***** Business Response First correspondence with Mr. ***** 10/12/21, he sent in an email request about his overseed not being done. We told him that all of our trucks have cameras on them, this being one of the reasons, and we will take a look and see if he did or not. o Lawn was OS correctly according to the videos. Scheduling a tech visit just in case to verify that there is seed. If **** cannot see seed we will send someone back out to redo. Same day we put the service call in for ****, the Operations Manager. o Please call customer to let him know when you will be out. We need to take a look at mr's lawn to determine if there is seed. According to the cameras we did seed, but since Mr doesn't see any, it would be best for us to double check. Once you inspect the lawn, please call customer with what you find if he is not home. I emailed the customer to let him know this information. Please speak with the wife (XXX) XXX-XXXX o ****'s notes from visit on 10/13/21. No one home. Called and left message for mr. It's hard to see the seed since it's been 4 days and we have had rain. But i saw some around the yard. Told him it is real noticeable between his ac unit and the pine tree. I let him know if seed isn't germinating all over in 7 to 10 days we can touch up the seed if it is needed. 10/20/21 Mr. emailed in again: o Customer emailed stating that grass is still not growing. Customer wants a call so a time can be scheduled for customer to be home when tech visit is made. In email, customer said they are on call until 5 pm. o ****'s called multiple times that day and several days after. He put these notes in. Called to setup a time to meet but no answer. Left a VM to call me back so we can schedule a good time to meet on the lawn...10/26 I called again but couldn't reach anyone. I sent an email to the customer and let them know we would re-cast seed their entire lawn. It is scheduled for Friday 10//27/2021- This is all correspondence between **** and Mr. o Customer is not satisfied. I walked lawn and noticed seed in the lawn and offered to reseed it again if after a total of 14 days there were spots that didn't have seed germination in them. He sent an e-mail, called Ryan, and talked to ****** on the lawn because he was there for the F4 (fertilization). The next day, after talking with ******, I called the wife's phone number, as we were instructed to do, and didn't get an answer. I then sent the customer an email telling him that we will be out there this week to re cast seed the lawn. He then sent me an e-mail stating how horrible of a company we are and how no one cares. He requested to cancel service and wants a "full" refund. My reply e-mail is copied below Good Afternoon I apologize that your experience with our company has been this way. We strive to always return phone calls and emails. Unfortunately this can take a day or two to accomplish this. I have talked with the technician about how notifying a customer and announcing his arrival on the lawn by knocking on the door is very important. I also want to assure you I did walk your lawn the day I came out. I was still able to see seed on the ground in random places but not everywhere due to the rain we had after the treatment. I pointed out the spot by your AC unit and pine tree because that was the easiest place to still see the seed, but not the only place seed was visible. I offered to come out after 10 days or so in case there may have been spots missed with seed. We offer this to everyone due to the possibility of high winds the day the lawn was seeded or areas where seed might have been washed away by heavy rains before a customer was able to water the seed into the lawn, or if a spot was just missed on accident. Your lawn has received all the treatments up to this point. I have cancelled out your account and will be issuing you a refund for services that have not been completed yet. Mr emailed back and forth with the Admin Manager as well. She told him the exact same things that **** had and he still did not believe we did the application. I did not refund the entire amount of $340 for the aeration and seeding because we did come out and do the job we were hired to do and we have proof that we did in our video. Mr said he also had a video showing we didn't do it, but has been unable to produce that to us. I refunded him $58.00 of his prepay that had not been used yet. We told him multiple times that we would come out and redo it for him if there was no germination, for free, after 14 days.

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