Heartland Lawncare Llc

"We have been servicing this client for numerous seasons and we recently had an incident in which we completely made a mistake on their invoice. We overcharged them for one mow. They emailed us, I talked it over with my crew and then realized the client was right and we made a mistake. I called him later that same day and I acknowledged we made a mistake - that I misinterpreted what the crew wrote down - we explained that the office person doing the invoicing is not with the crew on a daily basis and then we showed and explained to the crew this is why it's important to write everything down properly so that incidences like this does not happen. The crew was very apologetic as well. The customer seemed to understand better what had happened when we talked on the phone. We understood that they were upset and we apologized for our mistake. Regarding the quality of service when mowing...typically after rain storms etc we would not mow this client since that is what he requested. If the ground was saturated, meaning, water came up around your shoe as you stepped, we would then skip their residence. However, recently there were a couple of times that it was dew, not actual ground saturation. The property needed mowing before heading into the winter months. We started to mow and the client stopped us. We thought it was ok to mow since the ground was not saturated as if it had rained. It was just morning dew. When we talked to this client, we thought everything was ok and that they would continue services for the 2015 mowing season,. However, after reading their review and seeing the score given for our services, I think perhaps it's best if we part our separate ways. Yes, we made a mistake this time and we acknowledged it to them so we deserve an F for that aspect this one time, but overall service and what not, I think we fare much higher and I think the fact that this client has been with us for multiple seasons shows us that we've been doing well overall."