Lawn Lad, Inc.

"We enjoyed working with the member on his project. He shared with us his frustration regarding the sales tax. We have adjusted our sales process to ensure that this does not happen again. Further, we took his suggestion of eliminating the "standard" 50% down and have modified our agreements to accommodate the type of project. Currently some projects require no money down, while others may require 10% or 30% down depending on type and scope of work."

"Our relationship with the member and her husband began when they moved to Cleveland from New York in the spring of 2007. Their payment history was sporadic in 2007; we did not collect final payment for the previous season until March 2008. At her request we agreed to continue service in the spring of 2008. We received one payment in June for work performed that spring. We continued to provide service through the summer months. After sending invoices and attempting to collect for services performed shes canceled service on October 3, 2008. She sent a partial payment in October. We attempted continued conversation to resolve any issues. She did submit a letter outlining concerns on several invoicing issues which we addressed by clarifying and answering questions and provided credits to her account to accommodate her requests. She did not respond to our communication addressing the issues she brought before us. After an initial commitment from her to make continued payments on the balance, she did not follow through and still owes for services performed in 2008. She did not continue the conversation to resolve the outstanding matters and the issue has been forwarded for collection. It is never our intention or desire for any relationship to end in this manner. We work hard to grow and build relationships with our customers. We began to feel as if the relationship was strained due to slow or non-responses to our questions during the summer of 2008. Originally the conversation and relationship began with the husband in 2007 but began to shift in 2008 to his wife. The personal connection and good communication we experienced at first did not continue and made it challenging to understand their needs. In hind sight, we could have done more to communicate and stay in front of the homeowners, but did not want to be pushy. We understand there were some health issues on and off and were patient in waiting to resolve issues attempting to give space and time to her to respond when she was ready. While we did send emails and leave voice mails, the personal connection dropped and ultimately the relationship failed. Admittedly, we did create some confusion when we miss-communicated on a project related to another contractor who was working on the property installing a fence. In resolution, we simply asked them to pay what they felt appropriate on the particular invoice if anything at all."