NaturaLawn of America - Baltimore West

Service Provider Response

Hello, Thank you for taking the time to review our service. I looked over your account and see that you have been with us since 2003! Thank you so much for the opportunity to work with you all these years and thank you for the chance to improve your lawn. Please feel free to reach out anytime with questions and we are glad to help! Thanks Bill Wilson Sales and Marketing Manager Naturalawn of America

Service Provider Response

Hello, Thank you for taking the time to review our service. I am sorry we were not able to provide you with "A" service. I looked over your account and we treated your lawn for 1 year, with a limited program per your request. All lawn care programs take 2-3 years to show full results, so your program was early into the process. I am confident that if you give us an adequate amount of time, we will show you the true value of your program. We will reach out to you to discuss a program moving forward that will meet your objectives. Thanks and have a great day Bill Wilson Naturalawn of America

Service Provider Response

Hello, Thank you for taking the time to review our [Member Information Removed] Deal program. It is really important to us that you are happy with our program and during your initial call, we wanted to make sure and set the proper expectations for you. The 4 treatment [Member Information Removed] deal is a great start, and can offer many folks the results they want, but it is a program that has some limitations compared to our full program. We appreciate the chance to work with you this upcoming year and I am confident you will be happy with the value we are offering. Please feel free to contact me directly anytime. Thanks Bill Wilson Naturalawn of America

Service Provider Response

Hello Mr. [Member Name Removed], Thank you for taking the time to reach out, I apologize that we have not provided you with A service so far. It is very important to us that you are happy with our service and while we put every effort forth to make sure all our customers are happy. I am sorry that there were a few unfortunate things that have let you to have a slightly different experience than a majority of our customers. The reason that our reviews are overwhelmingly positive is because we take customer service very seriously and we have created a culture that empowers technicians like Jeff, who has been with us for over 10 years, to take leadership in your customer service. I have looked over your account and would like to provide more insight into your situation. First, I am sorry that Don did not respond to your email. Don has worked with us for over 20 years and is very passionate about customer service. The email that was not responded to was never received. While we have our spam filters set very loosely, there is always the possibility that an email does not make it through. I understand your frustration, but I want you to know that Don would always respond quickly to an email if he received it. Once you communicated to us that you had sent an email that did not receive a response, Don make sure that Jeff reached out right away. Again, since Jeff is the person on your lawn each time, he is the best person to address any concerns. For the results, we are very early in the process of improving your lawn. Your program started a few months after the beginning of this season in May. When introducing you to our program, we communicated that it will take 2-3 years to show the full results of any lawn care program. Your program started in May, so we are only 6 months into your program at this point. While we did have a mild summer, we also had two dry stretches, with the most impactful dry stretch occurring from the beginning of September to the beginning of October. This type of dry stretch does slow down the progress of your lawn and is especially impactful at the beginning of the program. Weed control is typically one of the first elements of success you will see, but over time our goal is to build turf density to the point that it will crowd out the weeds. This is the part that takes several season for all lawn care programs. I am glad you were able to take the time and complete the aeration and seeding yourself, as this will always save you a significant amount of money, as you are providing the labor. Part of the difference in your cost is that rate of seed we use is much higher than traditional programs and often higher than the rate homeowners would use. During our process, we would have used about $600 worth of seed and spent a considerable amount of time completing the work correctly for you. You have a very large lawn and to do it right, it takes a lot of time and materials. At this point in your program, we ask that you give us at least until May/June of next year. This will give us a full year to work on your lawn and while your lawn will not be to the peak of its potential by then, you will see a lot more improvement by then, than compared to now. Right now the grass you planted is immature and will continue to develop roots over the winter. As we move into the spring, the new grass will mature, some weeds will grow in from the cultivation of the soil from the aeration. So by March/April you will see better density, but also some weeds. We will spray these weeds in the April/May timeframe and the lawn will come together nicely by May/June. Evaluation any sooner than that will not be an accurate reflection of our work. I will have Jeff reach out to you to discuss the program moving forward and to see if there are any other concerns we can address for you. Thanks and please feel free to reach out to me anytime. Bill Wilson Naturalawn of America

Service Provider Response

Hello Mr. [Member Name Removed], I have looked over our records and they do not indicate that we have cared for your property. I apologize for the confusion and have contacted Angie's List Admin to let them know. Thanks Bill Wilson

Service Provider Response

Hello, I am sorry that we were not able to provide you with A service. I looked over your account and the last time we cared for your lawn was in 2014. I looked through the notes and I do not see any concerns or complaints about the quality of our work, just that out of an abundance of caution for the safety of your new puppy, you wanted to take the year off. I am sorry if we fell short in anyway and would love to chat with you about how we fell short specifically. Please give me a call personally and I would love to chat with you. Thanks Bill Wilson Naturalawn of America