ComplaintsforPacific Lawn Maintenance

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pacific Lawn Maintenance prepares estimates and requires credit card information prior to scheduling services but does not act good in good faith. The estimate dated 10/13/2022 describes mowing in addition to trimming and edging (weed whacking). On date of service 10/17/2022, sizeable areas were not mowed. Trimming and edging was not done. The partially rendered services amounted to less than a half a hour. I contacted the owner immediately on 10/17/2022 and described the areas and services that were neglected. The following week I was sent an invoice that excluded trimming and edging for the same amount as the estimate that included weed whacking. In response to the disputed billing for charges applied to my credit card, Pacific Lawn Maintenance does not deny that the services provided were not in accordance to the estimate.

  

  Business response

  11/08/2022

  This new client had us out to do a "one-time" mow service. Our team completed the service, and this new client immediately called our office to inform us of her dissatisfaction with the service. We immediately re-routed the same crew back to her home within an hour of her call and addressed all of her concerns with the service that had been completed earlier that day. This new client spoke with our team members and thanked them for coming back so quickly and for addressing all of her concerns. Upon receiving this review, I personally reached out via a phone call to see if I could get a better understanding of her concerns and schedule a time for me to come by her property and discuss this further. My call was never returned. As the owner of the company, I apologize for any inconvenience we may have caused. I'm sorry we were not a good fit, and we were not able to continue our business relationship in the future. Before and after pictures of this former client's home are available in my office but were not uploaded here due to privacy and security concerns.    -*********************/Owner/ ********************

  Customer response

  11/09/2022

   
  Complaint: 18353974
  
  I am rejecting this response because: Other than a brief introduction, there was no conversation with the team members sent to my home on the date of scheduled service 10/17/2022 and there was NO return visit the same day or thereafter. Verified with dated time stamps or otherwise, I am unaware of any before and after photos. Strange that the owner would bring that up now, weeks after the date of scheduled service and after I then hired another lawn service. I did by the way return the owner's phone call with a voicemail on Friday, November 1st, about an hour after he called the same morning of November1st.
  
  More than an incompatible fit basic lawn maintenance, this has been a strange experience of shifting narratives and embellishments.
  

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

  

  Business response

  11/10/2022

  BBB or former customer.

  Once again, I may be reached directly @ ********************. 

  This case is now closed. 

   

   

  Pacific Lawn Maintenance

  *********************/Owner

   

  

  Business response

  11/22/2022

  Attached are before and after photos of this former client's property.

   

  A verbal acceptance of the work completed was given to the crew upon sending them back for a no charge re-visit. This is standard protocol for any mowing service we provide. 

   

  I have also reached out to this client 2 more times via phone call and left voicemails as of today's date 11/22/2022.

   

  -********************* / Owner

  Pacific Lawn Maintenance

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

  Customer response

  11/30/2022

  For the sake of closure, I ask the BBB to publish my remarks in response to photos and additional remarks that ********************* submitted 11/22 after summarily closing my complaint on 11/10. 
  Continued assertions that there was a return visit and verbal acceptance that services were completed are a false premise. I was in other words not charged for something that didnt happen and charged in full for incomplete services.
    
  On the date of service (10/17), I described to ********************* the areas that were not mowed and that curbside and driveway weeds were not edged and trimmed. Areas adjacent to the garage and driveway and the upper lawn area to the right of the front porch with obvious growth were not mowed.
    
  On 10/25 I emailed the billing department for a price adjustment for partially rendered services. In the same 10/25 email, I described that I had hired another service to finish what Pacific Lawn had started. No response from anyone of any kind was received. 
  The photos that ********************* then submitted to the BBB 11/22 do not image the areas that were neglected 10/17. Notably, the upper section to the right of the front porch was greened a few days after 10/19 when another service I hired provided completed services.
    
  It stands out too that before and after photos do not include the curb and driveway. These areas were edged and trimmed by the service I hired 10/19 in addition to mowing the areas that the Pacific Lawn technicians neglected on 10/17.
  At this point, I do not wish to further engage with ********************* or any associate of Pacific Lawn. He is advised to stop calling and to stop using the BBB for a complaint he elected to close.                       
    
  I otherwise acknowledge his recent voicemails 11/21 and 11/22 that he located the voicemail that I had returned his 11/04 phone call on the same day. He previously described to the BBB (11/08) that I hadnt responded to his attempt to contact me. 
  **************************** Solomon 
  

  
  

*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. ↩