Grass Masters Inc

"Thank you [Member Name Removed]. Have a great holiday weekend!"

"Thank you [Member Name Removed]!"

"This is the first time I am hearing about a gate being damaged? We would have repaired it most definitely. My Forman didn't plow this one so it was one of the other 2 drivers who didn't tell us they damaged anything. I wish we were notified by the client. As for the driveway plowing part of the driveway... When cars are parked we plow what we are able not to mention we were in a blizzard. We can't wait for each client to call us when cars are moved. We have a route and stick to the route and plow as much of driveway while we are there. I refunded you your money because we couldn't meet your expectations for plowing and coming when you call for service. We plow at 3 inch trigger. I wish I had been informed about gate but we never received a call from you on that and it appears the driver kept the accident to himself unfortunately."

"Thank you very much [removed member name]!"

"Please note...we have never done lawn or yard work for this address/customer"

"I never guarantee a specific time for snow plow trucks to arrive...we can't control when mother nature snows therefore, once we have 3 inches of accumulated snow fall for residential clients I will dispatch out our trucks. I give each of my guys a 3-4 hour route for snow plowing (blizzards are an exception). This complaint is from 4 years ago I am sorry you weren't happy. The 2011-2012 we had an unseasonable low snow fall and we were out about 10 trips if I can recall (average trips is 17 for a season) During snow events it is hard to reach us because we are on the road in the field but I have an answering machine so if you had left a message I would have called you back. We went out this year 2015 for residential customers 20-25 times depending on where you live (Greece can have a dusting on one side and a blizzard on the other!) This was an above average year. I want to make a note here please...there is another company called Grassmasters (all one word) I am Grass Masters Inc. and it is possible you may have called them?? I am not sure if this is the case but I can assure you I return all the calls when a voice mail is left on our business line 225-LAWN (5296). Sincerely, Valerie"

"Thank you for letting us know where we need to improve. I would like to address your concerns: You contracted us for $600.00 which was lawn mowing $25 per week for 24 weeks of lawn mowing/trimming. $100.00 for a Spring Clean up which includes blowing out all landscape beds, removal of sticks, twigs, leaves and debris, lawn cut and bagged. All debris is physically tarped and remove from the property. We completed this service for you and your neighbor's property, discounted both of the contracts since you both decided to use our service. We did not include the creek bank on the other side of the creek as part of the Spring Clean up because my 1500lb 62 inch wide machine with bagger would not fit through the gate and over the handmade bridge. It was a safety concern and when Scott quoted it perhaps he should have hand written not including "creek area". I will use this as a coaching opportunity for future clean up quotes where creek beds are present. The clumps in the grass and unevenness were unavoidable this very wet season which we incurred for 2014. Due to the very wet season the grass was in fact growing at a rapid rate and was longer than normal each week we came by to mow. We were forced to raise our blades up on our mowers in order to reduce the clumps. We definitely did the best we could despite the weather conditions each week. I believe you are referring to "weed whipping" when you mention "edging service"? We "weed whip" each time we mow the lawn for our weekly lawn mowing clients. We whip along the house, landscape beds, sidewalk/driveway areas and other obstacles such as fencing, sheds pools etc. The whipping is to trim the areas where our mowers can't reach, so very tight areas or close to the house etc. are trimmed. IF you were interested in edging we offer hand edge service for landscape beds or edging done along sidewalks/pathways which uses a different piece of equipment. The machine cuts into the sod and we remove the sod for a clean straight line. There is a separate charge for this service and it is usually done in Spring. It is a line item on the contract called "power edging". If this is an ordered service then the weekly "weed whipping" keeps it very tidy for the season. Your property had several overgrown garden beds and our contract was to mow weekly and trim/weed whip around the beds etc. for $25 per week. I am sorry you were not happy with the services ordered. I recall a conversation we had with you and we offered to let you out of your contract since you were not happy?? You said "no, please continue with what you are doing" therefore, we continued to cut and trim the lawn weekly. I would like to make a note that your neighbor was very happy with the services we provided her this past season. She called and asked when we would be there for the final week of mowing so she could tip each member of my crew. My staff told me they were tipped and were very delighted. Also, another neighbor signed on shortly after you both contracted us and seemed satisfied as well. Again, we are very sorry we didn't meet your expectations. I appreciate the feedback and will make sure we are more specific for future clients. Thank you for your time. Valerie"

"All ground ivy was removed per contract. Using a machine would have been more thorough to completely excavate but that wasn't in the budget for client nor the contract it; would have been an additional $1000 to run the machine and excavate the whole back yard. Some roots may have surfaced after we raked in topsoil and seed this is normal. The new grass would have choked out the little bit of what survived. There were seeds on top of the top soil because we raked in seed to the topsoil first and then re-seeded again for proper installation of the seed then applied a started fertilizer: normal procedure. Normal protocol of a lawn install is to go to the end of the yard/fence of ones property. The client didn't ask for us to remove any plastic nor did she tell us it was under ALL THE GROUND COVER therefore, it wasn't removed and it wasn't in the contract. This would have been an additional labor charge for the tear out manually and removal of debris. She already changed the original quote because she couldn't afford front and back so we did what we could to meet her budge and per contract. IF the plastic was under the ground we would not have known until we got into the project. It will not affect the work we already did for her so she need not worry. WE DID however do extra work which wasn't billed to her: we removed additional bricks which were uncovered after starting project as well as 3 three 5 five gallon buckets of dog feces which wasn't picked up before the project start date. On 9/7/14 she was given a start date of either 10/2 or 10/3 so she had plenty of time to clean after her dogs instead of leaving it all for a landscaping \ crew. This was NOT charged back to the client. We should have charged her for my man hours/ labor of feces removal (4 dogs we counted could have been more) and materials used to remove the feces not to mention the cleaning down of all equipment after we disposed the buckets. Her words were..."it should have been all dried up"!!! We fulfilled the contract and even included feces removal and additional brick removal. The pictures are perfect and I am happy with the job my crew did. There will always be some remnants when not getting a total excavation with a machine. She received more services than what she paid for per the contract."

"Thank you so much for your feedback we greatly appreciate it."

"Thank you so much for your feedback we greatly appreciate it."

"Here is a former client I DECIDED to Terminate the contract with because we CAN NEVER guarantee a time as to when it will snow or when we will be there. She is correct I cancelled her service 2/5/14 and I will issue her refund of $22.22 which equates to 2 snow plow trips. We were already out 16 times and her contract was for 18 trips then $10 each trip after that. I plan on mailing her refund out 3/5/14. [Member name removed] was shocked when I "termed the contract" I was in control, patient and using a mature tone of voice so I am not sure where "Snotty comes into play". I stated facts and referred several times to our Contract and the National Weather Service alerts. Her driver was a new driver for us this season but has plowed for other companies and he was spinning out due to the winter mix of rain/sleet and snow "hence the State of Emergency". We were in the middle of a blizzard_ it was during the day time and my guys were out 24 hours for two days. NY State was in the middle of a STATE ISSUED WARNING TO STAY OFF THE ROADS. The seven inches fell in a matter of a couple hours and was continuous. We do have 90 customers and 2 drivers on a very tight route which is 4 hours each of plowing (Definitely Obtainable). I guess 2 out of 90 customers who are not happy is ok for me because I have learned you can never please everyone and that is okay. It's pretty interesting the complaints we do have come from NEW clients who perhaps have ever had plow service prior to hiring us or have complete unrealistic expectations. [Member name removed], last year you hired us and we did a great job. We had one error when our plow person unfortunately forgot you on the route (human error) it was the first or second snow plow trip and you called me to tell me you had someone plow you out for $25. I went back to my truck and apologized sincerely and gave you the cash you had to hand over because of our error. I consider that VERY reputable, honest and taking ownership of a mistake made on our part. We all know there are not many Snow Plow Contractors who would do that. It was so honest and an job well done for the rest of your year last year that you went with us again for this season? I do not feel our grade is deserving of an F. That is not an accurate portrayal of the service we provided you."

"UPDATE ~ We plowed and shoveled 4 times for her and plowed her son's driveway 4 times. The dates were 11/27, 12/12,12/13 and 12/14. Her contract amount was $400 and we returned a check for $310. This was very fair and she agreed to the amount over the phone. She actually only paid for 6 plow trips total because I credit the 2 last trips because she was unhappy."