Lawn Connections

"[Member Name], Before I address your review, I want to reiterate what I wrote you in June of last year-- I am truly sorry for any issues you had with Lawn Connections, but we sincerely appreciated the opportunity to serve you. Unfortunately, as much as we strive for excellence--both in landscaping and customer service--we sometimes fall short. I understand you feel we fell short of your expectations, and I don't expect anything I can or will say will change that. Obviously, my recollection about your concerns is somewhat different. With respect to planting your trees & shrubs, I trust you recall when I personally visited your property to oversee a significant portion of that process. When my crew was preparing your beds by rototilling in bedding mix, I explained there was a certain amount of preparation necessary to provide your flora with the best chances of survival. We certainly did not "dig a hole just big enough for the root ball to fit in". I showed you what kind of preparation the crew was doing to make sure you knew why it wasn't as easy as dropping a tree in a hole. With respect to the weeding of the beds on your property, I reiterate what I said in my June letter: "It is clear it has not been weeded lately; for that, there is no excuse, and you have my apologies on behalf of Lawn Connections." While I could talk about how our growth in 2013 is what led to service issues such as that, I dislike excuses. It's one of the reasons I did not feel comfortable continuing your services. I rectified the situation; by withdrawing services from some customers (such as you), we made less money. But it was necessary, and thanks to reorganizing our crews, I am confident that problem has been rectified. That is why I said I stand by our work. When I see a problem, I work diligently to fix it, because Lawn Connections is my life. I am proud of what we do. I did not terminate your services because I disagreed with how you "resolved the weeding issue unilaterally". I was honest with you in our correspondence; once we started talking, I was hoping we could resolve our differences, but you first began to cut/reduce our invoices without providing any opportunity for us to cure the situation. This was not limited to the weeding issue; you would mail checks reflecting reductions you made based on your perception of what services "should" cost. I would never expect a client to pay for services that had not been provided, but without first providing us notice so we could address your concerns, it puts my business in a difficult position, even when I am then offering to provide free services to compensate for any shortcomings. I am a bit puzzled as to why (or how) you and your wife would laugh about this situation, especially when it's been over a year since we parted ways. I was always courteous with you and tried my best to accommodate some of your particular demands, such as payment method. As I expressed when we parted ways, I did not--and would not--blame you for any of this; rather, I recognized there were some issues, perhaps not to the extent you have expressed, and the only solution was for me to reduce services and reorganize some of our crews. I do not laugh about this, because Lawn Connections is my second biggest source of pride next to my wonderful family, and I put my blood, sweat, and tears into making it the best reflection of professionalism possible. I am sorry we had our differences--and again, I am sorry for any shortcomings. I am pleased that you have found a provider to care for your beautiful property and wish you and your wife the best."

"Ms. [removed member name], After researching this matter we discovered your estimate was accidentally filled under completed work instead of the pending work file. Had it been filed correctly I feel confident this would not have been the outcome. I apologize for any inconvenience this may have caused you."

"I apologize for what ever we did as a company to cause you make a post of this nature. You were a customer from 4/13/2011-10/26/2011 and received services every Wednesday like clockwork, with the exception of one day due to rain. The cancellation in question occurred on 10/7/2011, but yet you waited a month to make a complaint? If you knew that we were the only people to have your gmail account, why wouldn't you bring it to our attention immediately? Especially considering you were still receiving services at your new home through the month of October, 2011. A quick review of your account indicates no customer issues at all prior to this post, let alone complaints pertaining to skipped services, double billing, or erratic schedules. We go to great lengths to protect the information of our customers and as a company of this size there is absolutely no reason for me to jeopardize the name of my company for something so absurd. The bottom line is, if you had an issue with Lawn Connections, the more productive thing would have been to speak to us directly before making accusations of this nature. Lawn Connections prides itself on how we approach customer service and make it our top priority. If at anytime a customer is not happy we urge them to call us immediately so we can correct the issue. Communication is key when developing and maintaining a good working relationship with any company."