ComplaintsforDeloziers Lawncare

• Initial Complaint

  06/30/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau: Please see our attached complaint against Delozier's Lawn Care of Altoona, PA. We have been a client of Delozier's Lawn Care for seven years. During the first six years they worked for us, from 2015 to 2020, the yearly bill was between $1,200 and $1,500. In March of 2022, Delozier's sent us a bill totaling $2,433 for services rendered in 2021. As you will see from the attached complaint, it later became clear that Delozier's had failed to record nine separate payments totaling $1,600 that we had previously paid during the year. Additionally, when we requested explanations for the increased yearly charges, we were not satisfied with Delozier's responses. The attached documents contain a detailed timeline of the events leading up to our complaint along with supporting materials including receipts, invoices, and our own records. As a resolution, we are merely requesting an agreement from Delozier's that our $1,600 in payments for services rendered in 2021 puts our account in good standing and that we may terminate our relationship with the company on good terms. Thank you in advance for your review of our case; we look forward to hearing from you. The ************ Family

  Business response

  07/21/2022

  We are responding to complaint # ********. We do not agree with the customer’s complaint. First, we would like to address their statement that they routinely had yearly bills between $1200 - $1500. As you can see by the enclosed invoices from 2015 – 2021 their totals varied greatly depending on the amount of extra work (mulching, etc) and number of grass cuttings performed for the year. 2015: $1600, 2016: $1615, 2017: $1140, 2018: $1225, 2019: $1940, 2020: $1170 (Covid & not as much work performed), 2021: $2433. 2021 Was warmer longer requiring maintenance into mid-December for cuttings and leaf/limb cleanups. Also, all materials and labor costs have increased requiring us to unfortunately pass these increases on to our customers. This resulted in increased pricing for services and products. 

  
  Second, the customer states that their payments were not credited to their account correctly. We also disagree with this statement. We have attached our merchant copy of 6 receipts totaling $1200. These also match the receipts the customer provided in their complaint.  As you can see in the attachment of invoice # **** this was correctly applied reducing the total owed. We have always had record of these payments. Customer claims we did not have these on file. However, we did. The receipts were in their customer file which is where they are kept. The file was not directly in front of the staff at that particular time when the customer came to the office and  staff was unable to be verify at that time due to having other customers at the time. Customer also stated that we refused to give a receipt for payments. That is just an absurd allegation given we have provided proof that we do give receipts for payment.  We will also address our thoughts on the “hand-written” document that the customer provided showing their monthly bills and items crossed out as “Paid.” Their hand-written document shows they paid $200 for the month of August. As you can see from the attached receipts 2 payments were made in the total of $400. This shows their documentation is not accurate. They have documented on their tally sheet that they paid $200 in October. Neither the customer nor us has a receipt for this. Also, on the hand-written bill statement they have documented for December and January $100 for each month. If you look at their documentation on most other items listed, they are crossed out as Paid. These two items are not! Once again neither the customer nor us has any receipt for these amounts/dates. These discrepancies lead us to believe that their records are not as accurate as they want everyone to believe. We do not dispute they paid $1200 toward their bill. However, we do not believe there was an additional $400 paid. Neither party has receipts for this amount/dates.

  
  Customer is requesting that their account be placed in good standing recognizing $1600 as being paid and terminate our relationship on good terms. Our relationship has already been terminated. As per attached invoice #**** customer still owes $1223 for services performed including mulching, grass cuttings, and other extra work.  This total is the amount due after 2021 payments of $1200 were deducted from the invoice at the time it was sent. As a result of this review, we have also learned that customer was not always invoiced for all work performed and was not caught at the time. This resulted in their yearly totals also appearing to be lower than they should have been. 

  
  After over 20+ years in business we have never received a BBB complaint. We regret this customer 
  refused to discuss this issue with us in person when we reached out. We appreciate all our customers and strive to provide top quality service. We are truly sorry this had to come to this point as we thought we had a great relationship with this customer. Staff enjoyed the cookies they received when they came to cut and the conversation.  Also, small tasks such as putting away the air conditioners in the fall and replacing them in the spring were done as good will gestures every year. This is another reason we are so shocked this has escalated this far. We would appreciate their cooperation in remitting payment for the amount owed. If needed, we are open to setting up a payment plan.  We wish them the best going forward.

  
  Max D******* 
  Delozier’s Lawncare
  

  
  

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We are disappointed but not surprised by Delozier’s response to our complaint. Their letter shows an
  unwillingness to accept any fault that we have become accustomed to throughout this process. Rather
  than acknowledging our concerns and working with us to find a resolution – which has been all we,
  the customer, have wanted all along – the letter is more concerned with attempting to absolve
  themselves of any responsibility.

  
  We would like to begin our rebuttal by addressing a glaring misrepresentation in Delozier’s letter of
  July 19, 2022.

  
  As stated in our original complaint, this situation began in early March of 2022, when a
  representative of Delozier’s called us and told us that we owed $2,433 for work from 2021. It was
  only after we presented Delozier’s with copies of our receipts totaling $1,200 that they issued Invoice
  No. ****, dated April 13, 2022, acknowledging those payments and adjusting our balance to $1,233.
  If, as Delozier’s now states, they “always had record of these payments [of $1,200],” then why did
  the representative on the original phone call (which, again, they initiated) quote us $2,433?
  In their letter, Delozier’s has completely misrepresented the circumstances of their initial quote by
  claiming that the file containing records of our payments was “not directly in front of the staff…
  when the customer came to the office.” But, as stated and reiterated above, this original figure was
  not quoted in person at their office but rather by their representative on a phone call that they
  initiated. Would it not have been routine and prudent to check the “customer file” for any receipts of
  previous payments before placing this call?

  
  If this file did exist, and if it did contain the receipts totaling $1,200, the representative clearly was
  not aware of its existence. Not only did she inform us on that initial phone call in early March of
  2022 that Delozier’s had no records of any previous payments by us toward services from 2021, but
  she also asked us to forward copies of any receipts we had so she could review.
  We will also address the records that we submitted as Exhibit E in our initial complaint. We
  acknowledge that these records are hand-written and informal. We acknowledge that a $200 payment
  from August of 2021 does not appear, and we certainly wish that we had more concrete evidence of
  our $200 payment in October of 2021 and the two $100 payments in December of 2021 and January
  of 2022.
  However, the reason that “neither party has receipts for this amount/dates” is because Delozier’s did
  not provide those receipts on the date of payment.

  
  To recap, it was according to Delozier’s request that we stopped paying with checks at the beginning
  of 2021 (thereby making it more difficult for us to track our payments on our end). As a result, we
  were obligated to drive to their office and hand deliver cash every time we wanted to make a
  payment. Each time we arrived at their office, we observed a counterspace cluttered with stacks of
  cash and loose papers. Employees were often busy helping multiple customers. On three occasions, 
  

  
  when we asked for a receipt, we were told by the distracted person working the desk that they didn’t
  have their receipt book handy and couldn’t provide one. We asked for a receipt to be mailed to us
  along with a statement of balance but of course never received anything.
  (As a reminder, we were receiving no invoices from Delozier’s during this period and were making
  blind payments toward a balance that the company would not or could not provide, despite our
  multiple requests.)

  
  Each time we left the office, we observed our cash payment being left on the counter amidst the other
  stacks of cash and loose paperwork. The employee did not type any notations into a computer; the
  employee did not secure the cash with a rubber band or put it in an envelope and write our name on
  it; nor did the employee pause to retrieve our “customer file” to ensure the payment was properly
  routed. They simply left the money loose on the desk and attended to other matters.

  
  We would like to take a moment to remind Delozier’s at this point that the concerns being expressed
  in this letter and our original complaint are coming from a previously completely loyal customer.
  Rather than tossing off our concerns as “an absurd allegation,” perhaps Delozier’s (and even more so
  their other customers) would benefit from the company taking an honest and unbiased look into their
  own bookkeeping practices to determine how they can be more diligent about providing customers
  with receipts and maintaining records of payments received. If they are going to force or strongly
  encourage customers to pay cash instead of checks going forward, they clearly need to become much
  more responsible in properly routing those payments.

  
  Our last point with relation to our Exhibit E is Delozier’s observation that the payments from
  December of 2021 and January of 2022 are not crossed out. From this detail, Delozier’s seems to
  extrapolate that this means the payments were not made. But why would we write down a figure in a
  ledger meant to keep track of our payments if we had not paid it?

  
  At the risk of belaboring the point with a lengthy explanation, Delozier’s entries in this ledger are
  made more complicated than the other entries by the fact that the other companies all allow payment
  by check or credit card. In those instances, the amount was written on the page when the check was
  sent or payment was made and then crossed out upon receipt of the canceled check or confirmation
  directly from the payee or via bank statement. In the case of Delozier’s, because we were paying
  cash, this process was more open-ended, and it is due to the very fact that doing business with
  Delozier’s means often never receiving confirmation of your payments that the two $100 figures
  were never crossed out.

  
  However, the fact that we never received any sort of receipt or confirmation from Delozier’s does not
  change the fact that our records very clearly indicate payments of $200 in October of 2021, $100 in
  December of 2021, and $100 in January of 2022.
  We already know that Delozier’s failed to credit six payments totaling $1,200 until we provided them
  with copies of the receipts. As stated above, and notwithstanding Delozier’s misrepresentations, our
  original quote in March of 2022 was for $2,433, and was issued between five and ten months after
  the payments totaling $1,200 were made. If Delozier’s was capable of failing to properly allocate
  each of these six separate payments, for which they allegedly had receipts in a file with our name on
  it, then is it any stretch to think they might have misplaced three additional payments for which they
  did not issue receipts? 
  

  
  Given what we have already seen about Delozier’s record keeping, which seems more likely? That
  we arbitrarily wrote down figures in our ledger and then didn’t bother to pay those amounts? Or that
  we did in fact make the payments in person and in cash, and then Delozier’s, as they already had at
  least six times before, failed to properly allocate the payment?

  
  Before moving on to our new proposed resolution, we would like to address the final paragraph of
  Delozier’s response, in which they indicate that we “refused to discuss this issue with [them] in
  person when [they] reached out” and that they are “so shocked that it has escalated this far.”
  We believe this is in reference to a phone call we received from Delozier’s on or around June 29, in
  which a representative asked us to come to their office “after hours” so they could lay out the
  invoices for us and discuss in person. To reiterate, this phone call took place on or around June 29,
  nearly two months after our initial letter of May 3 (Exhibit F from our original complaint) indicating
  our intention to file a BBB complaint and attaching a draft of the complaint. After mailing that initial
  letter, we first agreed, at Delozier’s request, to give them until the end of May to pull together their
  invoices and give us a response. Then, after a phone call on June 1 in which the representative of
  Delozier’s assured us she would send us all invoices within a few days, we gave Delozier’s an
  additional four weeks but received nothing. The fact that we “refused to discuss” the issue during the
  phone call on or around June 29 was due to the fact that Delozier’s had already delayed almost two
  months despite the fact that we had initially told them we were submitting the complaint on May 13.
  We feel that we gave Delozier’s more than a reasonable amount of time to discuss this matter.

  
  Furthermore, during the phone calls we did receive from them on May 13 and June 1, there was little
  attention paid to the concerns we’d put forth in our draft complaint. We mostly were forced to listen
  to the Delozier’s employee complaining to us about how “swamped” they were and that they didn’t
  have time to pull any records together. There was no indication whatsoever during these calls that
  Delozier’s had any interest in listening to our side of the story and trying to come to an agreement or
  resolution. At one point, during the phone call of June 1, we asked the representative if she thought it
  was possible for us to come to some kind of compromise, if we could pay them half of the additional
  $1,233 they are requesting or some similar figure. The representative did not respond to our
  suggestion, just kept complaining about how “swamped” they were.

  
  Lastly, as a final point: Near the end of their response, Delozier’s states that “small tasks such as
  putting away the air conditioners in the fall and replacing them in the spring were done as good will
  gestures every year.” However, our home has central air conditioning. They are perhaps referring to
  the fact that their workers would sometimes help us carry our snowblower up from the basement in
  the fall and back down in the spring. Also, on one occasion, Delozier’s employees assisted us in
  carrying some chairs from our attic down to our front porch. For their assistance with these tasks, we
  routinely paid the assisting workers in the range of $20-$50. We agree that, in the sense that they
  were beyond the scope of their obligations, these were good will gestures made by employees of
  Delozier’s, and we greatly appreciated them. But to say that these services were performed for free is
  simply false, and to submit them with the implication that we are now somehow exhibiting
  ingratitude toward Delozier’s is insulting.

  
  We mention this minor misrepresentation only because we feel it illustrates a larger problem
  regarding Delozier’s overall reaction to our concerns throughout this entire dispute. We came to them 
  as a long-time loyal customer with legitimate concerns, and instead of attempting to honestly address
  these concerns, Delozier’s continuously responded by disregarding our complaints and trying to
  make us feel guilty and ingrateful for questioning their charges.

  
  Truly, perhaps the most disturbing thing in all of this is that Delozier’s have shown not an ounce of
  contrition, have exhibited not the slightest inclination toward an admission that perhaps some of this
  might have been the result of their bookkeeping errors, have made not even the smallest gesture
  toward investigating their own business practices to ensure that something like this doesn’t happen to
  another customer.

  
  If at any point in this process Delozier’s had made an honest attempt to appreciate our perspective
  and listen to our concerns, if they had responded attentively to our confusion and sought a reasonable
  resolution, we are confident an agreement could have been reached and it never would have gotten to
  this point; however, Delozier’s attitude from the outset has ranged between aloof and antagonistic.
  For them to now have the gall to suggest that they are “shocked” that it has gotten to this point, after
  ignoring and belittling our concerns for months, is truly confounding.

  
  All of this being said, we appreciate Delozier’s cooperation, albeit belated, in providing invoices
  from the past six years. Upon review, though we are not satisfied with the itemized reasons provided
  for the total of $2,433 in 2021, we acknowledge that the precedent of a $1,940 total in 2019 makes it
  possible, when considering Covid and its repercussions, that our total bill could conceivably be
  $2,433. If Delozier’s is willing to acknowledge our $400 in payments that they have still failed to
  credit, we will pay according to the following:
  $2,433 minus $1,600 in payments previously sent minus $30 for overcharges in lawn mowing. (We
  were promised at the beginning of 2021 that, if we agreed to pay cash, the $25 per lawn mowing
  charge would not change. Instead, Delozier’s raised it to $26 per without notification until April of
  2022. We refuse to pay this additional $30 purely on principle.)

  
  Upon Delozier’s agreement in writing and confirmation of mailing address, we will send a check for
  $803. (We will not pay cash.) After that point, we will consider this matter closed and will not
  respond to any additional communications from Delozier’s.

  
  If, on the other hand, Delozier’s is not willing to accept this compromise and our payment of $803,
  we will not pay them anything, and they should feel free to file a complaint in small claims court or
  take similar action.

  
  Regardless of their decision, we urge Delozier’s to take this incident to heart and to perform an
  honest and unbiased inventory into their bookkeeping practices. If, as they say, they “appreciate all
  [their] customers,” then they need to start listening when a customer comes to them with an honest
  complaint, rather than standing firm despite obvious evidence of their negligent record keeping that
  has from the beginning been the root of this unfortunate dispute. 

  
  Regards,
  
  ***** ************

  Business response

  08/01/2022

  REVISED Business response, indicates that they made a mistake and said air conditioner, but meant to say snow blower.

  
  
  I have updated our response to correct the statement about the air conditioner. It was actually the snow blower. I have corrected that and attached the correction to this email.
  
  Thank you 
  Max

   

  We are responding to complaint # ********. We do not agree with the customer’s complaint. First, we would like to address their statement that they routinely had yearly bills between $1200 - $1500. As you can see by the enclosed invoices from 2015 – 2021 their totals varied greatly depending on the amount of extra work (mulching, etc) and number of grass cuttings performed for the year. 2015: $1600, 2016: $1615, 2017: $1140, 2018: $1225, 2019: $1940, 2020: $1170 (Covid & not as much work performed), 2021: $2433. 2021 Was warmer longer requiring maintenance into mid-December for cuttings and leaf/limb cleanups. Also, all materials and labor costs have increased requiring us to unfortunately pass these increases on to our customers. This resulted in increased pricing for services and products. 

  
  Second, the customer states that their payments were not credited to their account correctly. We also disagree with this statement. We have attached our merchant copy of 6 receipts totaling $1200. These also match the receipts the customer provided in their complaint.  As you can see in the attachment of invoice # **** this was correctly applied reducing the total owed. We have always had record of these payments. Customer claims we did not have these on file. However, we did. The receipts were in their customer file which is where they are kept. The file was not directly in front of the staff at that particular time when the customer came to the office and  staff was unable to be verify at that time due to having other customers at the time. Customer also stated that we refused to give a receipt for payments. That is just an absurd allegation given we have provided proof that we do give receipts for payment.  We will also address our thoughts on the “hand-written” document that the customer provided showing their monthly bills and items crossed out as “Paid.” Their hand-written document shows they paid $200 for the month of August. As you can see from the attached receipts 2 payments were made in the total of $400. This shows their documentation is not accurate. They have documented on their tally sheet that they paid $200 in October. Neither the customer nor us has a receipt for this. Also, on the hand-written bill statement they have documented for December and January $100 for each month. If you look at their documentation on most other items listed, they are crossed out as Paid. These two items are not! Once again neither the customer nor us has any receipt for these amounts/dates. These discrepancies lead us to believe that their records are not as accurate as they want everyone to believe. We do not dispute they paid $1200 toward their bill. However, we do not believe there was an additional $400 paid. Neither party has receipts for this amount/dates.

  
  Customer is requesting that their account be placed in good standing recognizing $1600 as being paid and terminate our relationship on good terms. Our relationship has already been terminated. As per attached invoice #**** customer still owes $1223 for services performed including mulching, grass cuttings, and other extra work.  This total is the amount due after 2021 payments of $1200 were deducted from the invoice at the time it was sent. As a result of this review, we have also learned that customer was not always invoiced for all work performed and was not caught at the time. This resulted in their yearly totals also appearing to be lower than they should have been. 

  
  After over 20+ years in business we have never received a BBB complaint. We regret this customer 
  refused to discuss this issue with us in person when we reached out. We appreciate all our customers and strive to provide top quality service. We are truly sorry this had to come to this point as we thought we had a great relationship with this customer. Staff enjoyed the cookies they received when they came to cut and the conversation.  Also, small tasks such as putting away the snow blower in the spring and taking it out again in the fall. This is another reason we are so shocked this has escalated this far. We would appreciate their cooperation in remitting payment for the amount owed. If needed, we are open to setting up a payment plan.  We wish them the best going forward.

  
  Max D******* 
  Delozier’s Lawncare
  

  
  

  Business response

  08/30/2022

  We have reviewed the rebuttal from the customer regarding the above complaint. We disagree with
  their interpretations regarding this issue. Once again, we stress we have always had their $1200
  payment credited to their account accordingly (once the invoice was completed). However, the times
  when they came in to make payments we did not have the invoice completed and therefore did not
  know the total owed. Their receipts were always filed in their folder. It is our normal practice to give a
  receipt with all cash payments prior to the customer leaving. Payments are paperclipped with the
  customer’s name, amount, and date prior to moving to the next task. The customer states that they
  were not given a receipt and one was to be mailed. If, as they claim, we did not give one and said we
  would send it out, the customer should have called if it was not received in a timely manner. The
  customer claims they did not receive a receipt on 3 different occasions. Occasionally, a task or
  procedure could be missed but it is highly unlikely to occur 3 times in a row with the same customer. If
  they were questioning our methods, they should not have left cash without receiving a receipt. They
  could have come back at a later time. According to the customer, they did not receive receipt for
  payments in Oct, Dec, and Jan. We are in and out of the office in Oct. We are only in the office by
  appointments in Dec and January. It could be possible they stopped by while we were out of the office,
  “thinking” later that they had dropped off the payment. Neither the customer nor us has a receipt for
  these months/amounts. Again, we have never had any issues with customers questioning their
  payments being applied appropriately.
  Our price increase was relevant due to most industries worldwide being affected by the covid crisis in
  2020. However, we can come to an agreement with this customer and exclude the total of the increase
  of $30, since we did not notify of the change, in advance. We would be willing to compromise to accept
  the customers offer of the $803 payment as a resolution to this matter OR if after reading our response
  the customer will agree on our offer of a “split” resolution for the difference of the $400 as a balance of
  $1003. Once received we would consider their account paid in full. This will allow both parties to move
  on from this disagreement. We wish this customer the best in the future.
  
  Thank you
  Max D*******
  Delozier’s Lawncare

  Customer response

  09/09/2022

  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to us. We are today sending a check in the amount of $803 to Deloziers' Kettle Nursery Road address (as listed on Invoice No. ****) via FedEx. The tracking number for the shipment is **** **** ****. 
  
  We thank the Better Business Bureau for their assistance in this matter.
  
  With best regards,
  
  ***** ************

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