Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last summer lawn Dr. treated my yard in *********** *****, where I no longer live and they continue to bill me even when they quit servicing my yard my complaint is they put many things on my yard that caused it to grow weeds and die out it looked worse when they were finished then it did when they started

  Business response

  05/23/2024

  Thank you for allowing us to respond. Multiple issues here, not simply a billing issue. See below 

  **************** reached out to us on 6-11-23 for services as a new customer. Keep in mind, the last two years have been record breaking for drought. Also back to back harsh *******. We sell all new customers that it takes several visits and a partnership from the customer for our services to be successful. We started later in the year and behind a really hard time in *********** TX to water as they have strict watering restrictions! 

   

  We sent someone on 6-16-23 to examine to lawn. Determined and communicated a watering issue, a shallow soil issue and that the customer was covered in native grasses in which our services do not eradicate. All of which was communicated from our Sales Manager. She signed up for our equal monthly billing and multiple services we offer. We preformed another round of services in July, then again in Aug sent another field manager out and communicated to her "A lot of decline is from heat stress and I showed her each area and probed soil that showed it was dry. Told her to water these areas by hand as much as possible to help them recover. She also has some past damage in lawn from hot summer and cold winter that she is having a hard time getting to come back and our normal routine isn't enough to help"

  We then did one more service and she called in on 10/3/2023 2:50 PM to cancel her account stating it was due to financial reasons. On 10-3-23 our office manager sent "I have cancelled your Installment/Equal Billing. When we cancel the Installment/Equal billing we weigh Services rendered vs. Installment/Equal billing paid and we either owe you or you owe us. In this situation you have a final balance of $350.62 broke down as follows: Cancelled Installments: We have done $1124.08 in services and has paid $773.46 in Installments leaving a balance owed of $350.62 I have not cancelled the account or your credit card yet. May we run the final balance of $350.62 before I cancel all of this? Please let me know asap."

  **************** called in again, we explained the above mentioned email, how our equal monthly billing works and the balance was due. 

  Called again on 10/9/2023 10:12 AM 
  She did not want to see it on email wanted it all mailed to her hard copy. Said our prices were ridiculous and her lawn looks worse since we started servicing it. Had another lawn company come out and told her the lawn is a mess. She is not happy but did agree to make payments on the amount owed on her account, just not all at once.

  Mailed a breakdown of confirmation, Equal billing email, cancelation and total dollar due last statement and breakdown of all services vs. what she has paid.

  Statements were mailed on: 4/1/2024, 2/21/2024, 1/24/2024, 1/11/2024, 12/13/2023
  

  One last letter stating we would send to collections( as that is normal practice for us) was sent on: 

  04/05/24
  Dear ****************,
  
  We have contacted you several times, yet your account as of last statement date is still overdue in the amount of $250.62. Please submit this amount to satisfy your current obligation. If there has been some problem with your Lawn Doctor Service, or if your records indicate we are in error, please give us a call at **************. Please remit payment within the next 10 days, so we can begin your scheduled services again and avoid any further action on this matter. For your convenience, we accept ***************** Discover and **************** credit cards. Please call with your information or visit us online at www.lawndoctor.com/customer . If payment is not received within this time frame, the matter may be forwarded to a ***************** for resolution.
  Sincerely,
  

   

  We attempted multiple times for payment and then turned over to our collection agency in April of 2024!

  As you can see we did make every attempt to collect and never charged her for services not rendered. Thank you again, hope this clears any misunderstanding up. She could have got all of this detail from our collection agency too. 

   

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