Hemlock Lawn Maintenance

"This is categorically untrue in every sense of the word. We performed lawn service for this customer and warned her, in email and on the phone that her daughter's car was going to damage her irrigation system, as it was continually parked on a sprinkler head on her front lawn. If a single head is to break the system will not pressurize correctly and often times the failure of the remaining heads to pop up leads to grass covering them over. The car was continually parked on top of a major sprinkler head in her front yard. Despite the warning the head eventually broke. This is as a result of the actions of the customer. When the sprinkler head broke it failed to pressurize the rest of the line, ad the remaining heads on the zone would not raise or appear. When this happened, she actually called us and left us a message, as well as an email, under the misguided belief we had 'stolen' her sprinkler heads. She demanded their return. As if we had actually gone to her house and dug them up out of her yard. I really cannot make this up. If anyone is concerned about this review or feel this seems at all suspicious, please call us and we will send you the voicemail and emails. This forum has turned into a bully pulpit for anyone with any grievance regardless of how preposterous it may be, with no investigation by Angie's List whatsoever. We have been a 3-time Super Service Award winner. Lately anyone with the slightest grievance seems to call us demanding satisfaction for their error under threat of using this forum to exact revenge. So please, if this review is of concern call our office. We will be happy to forward the emails and voicemail."

"I would encourage anyone reading this review to take it with a grain of salt and look at this user's list of reviews on Google where he posted the exact same review of our company, and where he has criticized dozens of companies slamming them with the same "I wish I could give Zero stars" comment. I will reiterate our comments here as well. We were this customers third (3rd!) lawn care company of the season and were warned off the account by one of our predecessors, his prior company...if that doesn't tell you something I don't know what will. We arrived weekly to find sprinklers running in the middle of the day (code violation we have since reported to the City, which rendered service impossible) and had more contact with this guy is 7 weeks than we have had with customers that have been with us for 10 years. We strive to make all our customers happy. Sometimes you have to ask yourself "Is it me, or....is it more likely the guy who seems to make a living posting reviews of companies he wants to take down.""

"Thanks so much for the kind review. We are glad you had success using our online enrollment and signup. We have expanded our offerings and have fantastic promotions online right now at [hyperlink removed]"

"We discussed the cut height of the lawn with the customer's mother, who lived in the house on several occasions. We made the proper adjustment for her. This customer is upset because he attempted to buy a coupon which had long ago expired and was listed on Angie's Storefront in error, in conjunction with another paid form of advertising we were running on Angie's List. Angie's List erroneously listed the offer, and they issued the customer a refund in full for the problem. If anyone would care for a full explanation of that from our Angie's List Representative please give us a call, he has told us he would gladly validate that concern for anyone inquiring. After spending nearly three weeks trying to find someone to match the price on the coupon and failing, he contacted us to service the lawn at the price indicated in his review. However, while he searched for the unobtainable price, no one was cutting his mother's lawn. By the time he finally hired us some three weeks later, during rainy season in Florida, the property had fallen into disrepair. We handled the cleanup and additional work, along with supplemental requests each and every week, from his mother, all gratis over guilt at how things were handled by Angie's List. We showed up every week, on time, did our work, and other duties we were not paid for, and yet it wasn't good enough. Our prices are online, as are our policies. We broke with policy to attempt to accommodate this customer, numerous times, and as a result of the mistake made by Angie's List, we are left defending our business here in this forum. We are thankful for our many satisfied Angie's List customers. Unfortunately, there seem to be too many people using this forum as a means of searching for some sort of service that comes at a price that is simply too good to be true. And if they can't get it, they want to wield the power of this forum as a bat to beat down any contractor that stands in their way. If you are a fair, sensible member of this forum we can promise that you will be satisfied with our service. Many Members attest to our quality of service here on Angie’s. Or prices are more than fair, and they are right online for you to see. If you don't like those prices, please just call another lawn service company; we won't be the least bit offended. But please, don't call looking to haggle with us or to ask for exceptions to our stated policies, simply because you are a customer of Angie's List. The arrangement between contractor and customer needs to be mutually beneficial. We hope people will evaluate our business based on the many positive reviews we have, not based on one, petty review from someone concerned solely with purchasing something he couldn't obtain, at a price too good to be true."

"Thanks so much for the positive review in response to our work. It has been a pleasure working with you all these years on your lawn."

"Thanks so much for the fantastic review. And we appreciate you drawing attention to our website and the simplicity of our innovative process for performing estimates and making payments. We strive to make things as easy as possible for the customers like you, and we think we have really stumbled onto something. We encourage members to visit our site and sign up online for their lawn service. It's quick and easy, and all you will ever need to do to make sure your lawn needs are met. Thanks again for the positive feedback."

"Thanks for the positive review and feedback, we have enjoyed working with you on your property."

"We are glad to hear that even though not entirely satisfied, this Customer found our prices to be fair and our service on their lawn to be high quality. We made every attempt to satisfy this customer. Ultimately, their unique and varied service requirements did not fit into our route schedule. We provide our customers with a service day, subject to holidays and weather conditions. Unfortunately, due to the varying nature of our business, we are not able to guarantee a particular time on said service day. This particular customer indicated that the time of day was more important than a particular day of the week and we did our best to accommodate that within our schedule, while still meeting the needs of our other customers. We regret this situation and hope that our other positive reviews here on Angie's will stand as a testament to our commitment to quality lawn care."

"Thank you for your purchase of our Big Deal Offer, through Angie's List, and your continued trust in Hemlock Lawn Maintenance to handle your property. It has been a pleasure working with you."

"Thank you for your review and feedback. Yard cleanups are a tough job. And meeting customer expectations are often difficult in scenarios like these. We appreciated the opportunity to service your yard, and again thank you for your kind feedback."

"It's wonderful to get such fantastic feedback here on Angie's. We enjoyed tackling your problem backyard and have enjoyed the opportunity to continue to work with you to get it just as you like it. Thanks again for the feedback, we really appreciate it."

"So glad you are happy with the work and grateful you have signed up for our recurring service. Thanks for trusting us with your property and giving us a chance to earn your business. Thanks also for the positive feedback here on Angie's List. It really helps us grow our business with quality clientele."

"WE ARE TERRIBLY SORRY THIS MEMBER FINDS FAULT WITH OUR SERVICE. WE MAY POINT OUT THIS IS NOT THE NORM AND WE TAKE CUSTOMER FEEDBACK VERY SERIOUSLY. OUR GOAL AT HEMLOCK IS 100% CUSTOMER SATISFACTION. PERCEIVED VALUE IN OUR PERFORMANCE RELATIVE TO PRICE PAID IS A HALLMARK OF A JOB WELL DONE. HOWEVER, WE BELIEVE IN THE MEMBER'S CASE, CUSTOMER EXPECTATIONS WERE NOT REALISTIC. WE SHOULD POINT OUT THAT THE REASON FOR COMPLAINT STEMS FROM WEEDS ON THE LAWN. BY THE MEMBER'S OWN ADMISSION, OUR CONTRACT WAS FOR LAWN CUTTING, EDGING AND TRIMMING. WHILE EVERYONE WOULD LOVE A WEED FREE LAWN, I MUST STATE UNEQUIVOCALLY, WE DO NOT OFFER CHEMICAL SPRAYING OR LAWN PEST CONTROL FOR RESIDENTIAL LAWN SERVICE ACCOUNTS. HEMLOCK IS A LAWN MAINTENANCE COMPANY, AND ON MULTIPLE OCCASIONS I EXPLAINED THAT WE DID NOT TREAT FOR LAWN PESTS (I.E., WEEDS ON THE LAWN), AS HE DISCUSSED IN HIS REVIEW. FURTHER, WE RECOMMENDED COMPANIES FOR LAWN PEST CONTROL, BUT HE STEADFASTLY REFUSED, AND SEEMED TO FEEL WE SHOULD BE RESPONSIBLE FOR HIS WEED CONTROL, EVEN THOUGH THAT WAS NOT PER OUR WRITTEN AGREEMENT. ALL SERVICE REQUIREMENTS WERE MET, AND WE ALERTED THE MEMBER AS TO OUR VISITS, AS HE REQUESTED, AND MENTIONED IN HIS REVIEW. WE ARE SORRY TO SEE A CUSTOMER GO, BUT CANNOT HELP BUT FEEL THAT WE PROVIDED THE SERVICES REQUIRED AND SPECIFIED IN OUR AGREEMENT."