ComplaintsforLawn Doctor of Carroll County

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/24 Lawn Doctor came out for plug aeration and overseeding. Yard was damaged in multiple places by the aerator. Several sections of the yard were missed by the aerator completely. Called and complained, a supervisor came out and acknowledged the damage done and the missed spots. The repair to the ruts was performed a few days later which was to place small amounts of loose topsoil in the ruts and seed it. No attempt was made to level the ruts. As of this writing the ruts are still clearly visible. Today (10/7) a technician (Tom) was sent out to perform the aeration that was missed. Our gate was left locked to keep the dogs in. Rather than knocking on the door or ringing the doorbell to ask the gate be opened, the technician left without finishing the work. 2 cars were in the driveway making it obvious we were home. This occurred at 0840 hours according to the invoice left on the front doorstep less than a foot from the aforementioned door.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/10/13) */ Lawn Doctor of Carroll County declines Mr. ******'s proposed resolution of repairing damage from an independent contractor at our expense. Following is a timeline of the events that took place in this regard and the action that was taken to resolve the issue. Attached is evidence of the events that took place. Repairs have been made to the property at Lawn Doctor's expense and all monies paid by Mr. ****** for services rendered this year have been refunded (including maintenance services that were performed well before this complaint). September 24th - Core aeration and overseeding was performed September 25th - Mr. ****** called and stated that there was damage done to the lawn with the core aeration and overseeding and also that there was an area that had been missed A manager visited the property to assess the damage and set it up to be repaired September 27th - The office set up a retreat for the areas that were missed with core aeration and overseed The office credited off the charge for the core aeration and overseeding because of damage that was done September 29th - A manager came to the property and put down topsoil and seed in the damaged area October 7th - A technician came out to the property to complete the aeration and overseeding on the area that had been missed, the technician walked the lawn and found that the gate was locked so he knocked on the door and there was no answer. The technician then called Mr. ****** (at 8:43 a.m.) and he did not answer (see attached call log from technician's phone). The technician contacted his supervisor to ask what he should do. The supervisor advised the technician to do the area that he could get to and knock again once that was done. The technician completed the aeration and overseeding in the front yard and knocked on the door again to gain access to the gated area and again there was no answer at the door. Mr. called the office at approximately 12:30 p.m. and complained that the technician did not complete the job. The Office Assistant offered to contact the technician and have him return to the property but Mr. ****** refused stating that "(the technician) was not competent enough to ring the doorbell" and he only wanted to speak to the owner. The Office Assistant advised that the owner would contact him when he came back into the office. Mr. ****** became belligerent with the Office Assistant stating that it was unacceptable to have to wait until the afternoon when the owner returned before receiving a call back. The Office Assistant then reached out to the Operations Manager to advise him of the issue. She also left a note for the owner to contact Mr. ****** when he returned to the office. When the owner returned to the office he discussed the issue with the technician, the manager that had been out to assess the damage, and the Office Assistant. The owner advised the Office Assistant to refund all of the money that Mr. ****** had spent on services for the year and to close the account (see attached statement showing refund for all services completed and a copy of the refund check sent to Mr. ******). He then emailed Mr. ****** to advise that the account had been closed (see attached email). Please let me know if any additional information is needed. Thank you, Angel Office Manager 410.526.6400

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