ComplaintsforBest Lawn Care

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their Mission statement: "to provide excellent customer service while using professional products to enhance the quality of your lawn and create a satisfied customer." FAILED. 1. customer service is poor at best. Their website states: "If you see any weeds BETWEEN your applications, call us and we will be happy to visit your property and spot treat the area free of charge." FAILED. Every time i called, they told me they would include my concerns on the next visit. That could be 2-3 weeks out. 2. response and follow up to my calls and concerns was terrible. Numerous occasions I called or texted with an issue with no response or very delayed response. Excuses were numerous to include i replied via text but it but it came back undelivered and i didn't notice it. Health issues that delayed their reply. The last communication, I was told that someone would call me back over 2 consecutive days with no contact. All I needed was a quick text to say I have a health emergency and I will have SOMEONE ELSE contact you. 3. I called early in the year to ask when they were going to do the inital treatment for crabgrass which has to be put down in a timely manner. They finally came out, which I thought was late and when I asked the technician, he said yes that they were extremely busy. Then when I experienced problems with weeds, I either got no response or frequently got we will take care of on next visit.4. Nutsedge. I was told when I signed up they treated nutsedge as part of my program. Even mentioning that they were one of a few that do that. Nice selling since it worked on me. In reality, the technician told me they will treat a small area, not a larger area. 5. Their website for customers shows inaccurate pricing information on the program you signed up for. Fall seeding package shows $68.97 for each of 3 visits. The person at the office said "I don't look at the website". I said "I am a customer at I do, and your pricing is incorrectly listed.

  

  Business response

  08/07/2024

  We are sorry that ************* did not enjoy our customer service, we strive hard for our small family owned company of 3 of us in the office  to give the very best customer service possible, It is true that we dropped the ball for a few days when one of our guys that was communicating with the customer  was out for a week with his eldery mother being very sick, and we failed to make sure that his calls were takin care of and we apologized  about this. Yes we do offer free service calls for all "Broadleaf weeds"  these are 90% of the most common weeds found in lawns, however if your next treatment is coming up within 5-8 days we'll just "asap" your next regular round application to be done sooner.  some of the other plants that can come up in lawns like grassy weeds and or sedges are plants that can not be prevented with any or killed with any products and sometimes the only resort to help the customer with these types of weeds is to use round up to kill them.
  

  
  As far as the yellow nutsedge this is one of those that has NO prevention, (well....there is one but its very $$$$ and only works about 30% of the time)  so the only way to manage this plant is to spray and kill it post growth. we do offer to do this on normal regular application visits, as long as we can see the plant, I believe this is where the customer was confused that we offer to spray it for free, which is true small spots of it on regular visits. Never in 20 years have we offered to spray it for free on a separate visit or to do free service calls for yellow nutsedge as the way the plant grows and works is you can only kill it from the top (post growth) and that plant will die but its already produced another ***** new plants behind it that will come up in 5 days 15 days 30 days and can even lay dormant for up to 2 years in the soil, so you can see why no lawn company would every offer free service calls for yellow nutsedge as we would be returning to the customers home every 4-8 days to keep spraying it. but we do use the only really good product that kills it within 3-5 days of spraying it, most of our customers that have us spray 1-3 spraying of it each year normally see a 70-80% reduction in the nutgrass the following years.
  
  you can review our recorded call that I've included. You can hear I repeatedly attempted to explain some of these things to the customer but he didnt want to listen to me, I even tried to tell him that if he had clicked on the arrow on the left side of his customer portal it would pull down and he could see all the individual prices of his services on his customer portal.....(this is the pic that he sent in)  it also looks like he use white out on something on there too, i'm not sure what??
  
  you can see in my screen shots the amount that the customer paid ($1014.98)  we added an additional $56.80 credit to his account from a credit left over from 2023, so his total credit was $1071.78, you can see that we performed $491.60 of services to the customer property. which would leave a refund balance of $580.18. we will  be putting this check in the mail to customer on ********.
  

  *********************
  Best Lawn Care

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: Start January 1st, 2024. Cancellation on June 5th this year.Money Paid Over Five Months: $149.00 ($29.80 per month).Business Committed To *************************** (Best Lawn Care, **********, **).Dispute: Refund of $97.91. One application in April for $51.09. Math: $149-$51.09=$97.91 Refund.Check for Refund Promised by Hunter of Best Lawn. Has been more than two weeks. No Refund.Account: #************ to attached PDF file for complete details.

  

  Business response

  06/20/2024

  Everything that *************** said is correct. except for the requested refund of $149.  we informed him that proceeding of his refund would 7-10 days. We are a very small local lawn care company that can not afford to have a full  time accounts payable/billing person on staff. our employee that manages all our billing is a mother of two young children who are currently on summer break and her time here in the office is only 1-2 day a week when its best for her schedule since we are such a small company we are able to offer her that flexibility. 

  Customer canceled service on 6-5-2024, our billing person was not in the office last week as she was in vacation bible school all week with her kids. she was in the office this tues, weds this week and she was able to complete all her tasks from the last 2 weeks. (again we are a small family company and cant afford full time accountants) 

  you can see in the attached screen shot that mr ******* check of ***** was printed and mailed out yesterday via the usps. 

  it amazes me these days the people that want everything immediately.....if *************** is in dire need of his ***** he was more than welcome to  come to our office 3miles across town to pick up his check.

  thank you. 

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