I subscribed to Lawnsavers for service in 2012 based on reviews on this site. They did an OK job, although some applications were not as timely as I would have liked. At the end of the year when they asked for feedback, I indicated that I did not want the service for the following year. Howevern now in 2013, they fertilized my lawn and are now looking for payment for a service that I did not want. The company did get back to me to resolve my complaint which I appreciate and says a lot about them. I would have prefered a resolution the first time that I called. I did not fully read the contract and was honestly unaware of the auto renewal at the time. Companies are great when things go right, the test is what happens when things go wrong, and in this case they addressed my concerns so I would recommend them going forward. I still dislike auto renewals though.
- Approximate cost of services:
- $400.00
- Company Response
Hi Anthony,
I am very sorry you feel there was a miscommunication.
We make every effort to be completely transparent about the terms of our service starting from the very first contact.
Lawns are a living breathing 'forest' of turfgrass plants that are a tremendous benefit to the environment. They require constant and continuous care through each and every growing season.
Here are the efforts we made:
1. When you first signed up with us, we advised on the phone that the service continues each season.
2. In addition, we sent you a Confirmation of Service Agreement that outlined our terms and conditions when you signed up.
3. Furthermore, we advise and remind in bold writing on each service report throughout the season that "service continues each season to ensure proper plant health care, please call our office to change or stop service". This is located right where the special instructions for you to follow on each visit are written.
4. In addition, we send 2 prepayment offers in the off-season through first class (returnable) mail, that re-iterated service begins again in April and to call if you wanted to stop the service, to please call us.
5. The envelopes we send your letter to you in, have bold writing on the outside with the same service statement (just in case you decided not to open it).
6. We called before the season started on 03/30/2013 7:32PM with a recorded message reiterating service was about to begin in the next 2 weeks and to call us if you wanted to change your service- our system verifies this call was answered by a live person at your house at that time.
7. We called ahead the day before we started service 04/17/2013 11:33 AM and left a message on your machine that we would be out the next day.
Unfortunately we didn't hear back from you until after the service was done on the 18th.
We make every effort to inform and communicate with our customers including recording every call in and out of our office in order to prevent this type of occurrence. I hope you can appreciate that we do NOT want to service someone's home who does not want us there.
The vast majority of our customers do understand that lawn care is necessary each year, and in the vast majority of cases, those who wish to discontinue, advise us ahead of time. Furthermore, if someone does not want service to continue each year, for your convenience we will mark your account accordingly and ensure we contact you personally before service continues to avoid any unwanted service.
Again, I am sorry you feel the way you do, but I hope you understand the tremendous effort we have made to ensure you are informed.
I understand our Sales Manager has spoken with you and you have come to a positive and satisfactory resolution.