ComplaintsforLawn Cure of Southern Indiana

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been getting my lawn sprayed on a month to month basis thru Lawn Cure and paying in advance. I stopped at office on August 4th to see if they could spray for Nut Sedge and lady at desk said they do and told me that it would be a complementary treatment. No charge. On August 9th they sprayed and left a bill in box for 49.99. When I called them the manager said they don't do a month to month basis when I have been doing it that way all along. So they didn't spray for the Nut Sedge and we now owe them for a regular treatment that we didn't approve. Not to mention that last year I caught the guy leaving without doing our side yard. I stopped him and asked him if he did the side and he walks over it and said no I got distracted. My advise to anyone looking for a reputable lawn service is to look else where.

  

  Business response

  08/11/2023

  BBB:

  Thank you for the opportunity to respond to *** ******** complaint.  I personally spoke with yesterday about this matter.  For 45 years, we have been an outstanding service provider for the Southern Indiana and Louisville, Kentucky area.  The key word is service.  What we provide is a continuous service from year to year.  We do not offer one-time services.  I am sorry *** ******** did not realize this, but I am simply unsure how that could have been.  

  We serviced *** ******** lawn throughout the full 6 applications in 2020 and the first application of 2021.  He cancelled with us after that first service in 2021 and then restarted with us this past spring.  Since we had serviced him regularly in the past, he had to have known that our applications were a regular, ongoing service until we receive notice of cancellation just like we did for him in 2020.

  This year, we performed his regular lawn applications in early spring and late spring/early summer on schedule.  The late spring/early summer service was done June 28, 2023.  When he called about his nutsedge on August 7, 2023, that is something that is included in the spray we do with the summer service, *** ******** next planned service.  Our applications generally run 5-8 weeks apart.  By August 7th, almost 6 weeks had gone by and *** ******** was ready for another service.  We performed this service, including taking care of his nutsedge, as he asked.

  Complimentary applications are given to regular 6 application/year lawn clients when it has been less than 5 weeks since their previous application.  *** ******** was due for his next regularly scheduled service and that was is what we did for him.  Per his request, we have cancelled service as of yesterday, August 10, 2023, but the application performed on August 7 is still outstanding.  

  Please call me if you have further questions. 

  Thank you so much,

  ******** *******

  Co-Owner/VP Operations

  Lawn Cure of Southern Indiana, Inc.

  Customer response

  08/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: that was not what I was told. The but sedge spray was explained to me that it was a special application and was complimentary.  If we were on a yearly plan then why was it 6 weeks since the last spray. We were paying in advance for each spray on a monthly basis. That is what the girl told us we could do. The manager was very rude and more or less called me alter. I know what I was told when I went to the office. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  08/14/2023

  BBB,

  I am writing in regard to *** ********* second email to you.  Our lawn cure program is not performed monthly as the client alludes to above, but 6 times/year.  With a large break over winter, the 6 applications are approximately 6-8 weeks apart, give or take a week or so to accommodate the ever changing weather conditions here in the Ohio Valley.  Our performing his application at exactly 6 weeks apart is perfectly timed.  

  We have over 8500 clients in the Southern Indiana and Louisville, Kentucky area, proudly serving our community for over 46 years. First, we would never require payment prior to any service we render.  Since we visit our clients' home for lawn care, our certified, licensed technicians complete each application, leave the invoice for that service once completed behind for our clients, and then our clients have 30 days to remit payment for each service.  Certainly any client is welcome to visit our offices, but we would never have require a client to visit our office and pay for an application in advance of receiving it, let alone require someone to do this monthly.

  I truly am sorry *** ********* did not understand the service contract, and we, of course, have cancelled any future service per his request.  I think he had some typos in his response because unclear what a few things meant.  Please just give me a call if you have further questions regarding any on this. 

  Again, as a 45 year company, we pride ourselves in excellence in customer service.  While we are not infallible by any means, if we have made an error with a customer, we take full responsibility and correct matters.  I am just baffled over this dispute because I simply do not know how to make it clearer that what we provide is an ongoing service, no one needs to pay in advance for the service, and they certainly do not have to pay advance in person for service when we come to their homes to provide lawn care and they may cancel service at any time.  

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