ComplaintsforZiehler Lawn Care

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was billed for services not performed at my home by this company. In the past, when this company performed service, they would leave me a summary of this service. The last time they claimed that they did service at my home, I did not receive any summary and on top of that, they claim that they were doing two of my applications at once. This has never happened before and seemed a bit strange they were doing a combo application. At the time of this supposed service performed, they already knew I was terminating service with them because they did absolutely nothing for my lawn!! I have applied fertilizer to my own lawn this year and it looks so much better than last year. I would go as far to say that their product and service are a rip off to the customers they have!! At least it was for me! I want them to stop sending collection agency mail and in turn, threats to my outstanding credit!!

  

  Business response

  06/10/2022

  ****,

   

         After reviewing your account and all communication via email with our associates this is what we have discovered. On 10/7/21 You emailed in stating that you are aware of the application that was the regular fertilizer/weed control and the lawn winterizer. You Also received the email explaining what the application consisted of before ,so you were aware and needed to make adjustments to your account. You approved the application and told us that you wanted to cancel due to financial after the application was completed. We sent you a before service email 11/29/21 stating all services. On 11/30/21 we completed application and then sent an email with the invoice attached, like we have done for all services. On the email it states what was completed and the technician notes. We had no communication that there was an issue with the service. We did leave voicemails with you 2/9/22,2/14/22,3/17/22. We also sent statements and emails. With no responding communication about billing or your service. We rely on communication to be able to continue to provide the unmatched customer experience. We pride ourselves on the ability to listen and resolve issues quickly. 

  Customer response

  01/09/2023

  Duplicate Complaint

  Consumer’s Original Complaint:
  I was under contract with this company to do lawn treatments. Every time they apply their product on my lawn, they will hang a door hanger to give me the summary of the service done and additional information. Toward the end of my contract, they call me and tell me they are doing two applications at once, and I gave them approval to do so. I am at home all of the time, and I did not see them come and do the applications on my yard nor did they provide a door hanger of the summary of the service. They claim that they did the service and I claim that they did not and are trying to charge me. Now, they have sent this to a collection agency which could have a detrimental effect on my credit.

  Consumer’s Desired Resolution:
  Billing Adjustment

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5\16\22 the tech was out to perform lawn care for *** ***** **. he was suppose to spray the front lawn and the back lawn\ only the front was sprayed and not like normal but he did spray it. however when i call to express my concerns i was told that it would be addresses ASAP. however the next morning when i called they had not check or spoke to the the tech. i was expecting someone to come and nothing i was told not to raise my voice and he would speak to the tech as soon as he could. then he ask me how do i no he did not spray because i did not answer the door. t do have the proof i need cameras all around my home. just did not want to dsiclose that information

  

  Business response

  11/29/2023

  The customer called our office in the late afternoon of 5/16/2022 with concern that the lawn specialist did not apply the entire yard because the cameras didn't pick it up. Sean, the branch manager, called the customer the next day and left a voicemail. On 5/18, Sean and the customer connected over the phone and set a meeting for the following day, 5/19. After the meeting on 5/19/2022, we have notes from Sean that the customer was satisfied and happy with the outcome. Arthur Kay is still an active customer, last serviced 11/27/2023.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a letter that lists out complete details of an offer for one year of lawn service for 297.07$. When I called to sign up(had to call many times to get a hold of someone) I was told the actual cost will be close to 500$. This is deceptive and unfair. The business claims it was an error. However, I have been (all my house and lawn details and phone number) in Ziehler system and previously had been sent quotes. Nothing has changed on my side. I am requesting that BBB help me encourage the business honor its commitment in the letter sent to me and not 'bait-switch' by charging more $$. The quote has expiration of March 13, 2022 date. See attached letter with details. I decided to not renew with my current lawn care company based on this quote and now Ziehler is asking more $ for the service and won't honor written offer.

  

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/21) */ Thank you for communicating your issue to Ziehler as we value open communication. Ziehler Lawn Care has carefully reviewed both the marketing materials and phone calls with the potential customer to fully understand the complaint. The following are the facts of the situation: A mailer was sent to the potential customer that had an unknown error causing the pricing to not be calculated properly. The pricing error was immediately discovered by the Ziehler representative at the beginning of the phone communication with the potential customer and communicated clearly on multiple occasions and at least two separate phone calls. Ziehler apologized for the error up front, clearly explained what had happened and gave a clear updated offer to the customer based on the correction of the customers property size multiple times. The customer chose not to move forward with service and threatened to report us to the BBB. Ziehler received the BBB complaint and is now promptly responding. In no way shape or form was Ziehler trying or knowingly being deceptive. It is clear in the phone call records that we were clear with the potential customer up front in the beginning of the communication that an error had occurred and we would not be able to service his lawn for the price on the mailer which was significantly below market pricing. We then measured the lawn and updated the data to get the proper pricing and clearly delivered it to the customer which was rejected. We apologize for any inconvenience it has caused and have made the necessary adjustments to prevent this type of issue in the future.

*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. ↩