Response from Greenscene Lawn & Pest
Here at Green-Scene, Inc. we answer our phones and emails promptly. When an Angie's List member contacts us by email as did the member, then our emails our informative and instructional on what to expect from us. We quoted the lawn price per application to him, he accepted it and within 1 week we visited the property 2 times. For $33 he received fertilizer/weed control on the entire property plus a free on-site soil analysis and lawn evaluation. Our customers receive from us a customized lawn care program based on actual on-site soil testing - that is how thorough our evaluation of a lawn is. We also leave a how-to follow-up brochure so that our customers understand the need for a conversation with us to customize properly. This member's evaluation was done on 8/18/11 with all the detail described above. We still had not heard from the member on his evaluation. On 8/24/11 The member called our office and left a message after hours complaining that he still had alot of weeds and insinuating we never treated the property in the first place. Both of our representatives that visited the lawn noticed it's condition and the amount of care that it would take to correct it. We also noticed on the second visit to the property, after the initial fertilizer/weed control treatment, that the lawn was not excessively weedy as before but was in need of future treatments to be able to improve the overall condition. We returned this member's phone call the morning of the next business day. Any time a staff member returns a call to a customer, they always introduce themselves on a first name basis. I explained to the member that I could have the evaluator call him as he has seen the lawn and did the detailed report. If that did not suffice him, they could arrange a time to meet. I offered this several times in between the member's aggressive, uncooperative demeanor finding it difficult to get a word in edgewise. He demanded that the evaluator call him that day. It was explained to him that he was not available that day due to being at a summer field day which is mandatory in our state for license accreditation. The member still demanded that he be contacted by the evaluator that day or he would not continue to do business with us and in turn would give us a bad report on Angie's List. Unfortunately, this had to be the resolve as what he demanded was beyond our control. All of lawn evaluators are full-time staff here at Green-Scene, Inc. and can be reached by calling our office number. All of our evaluations are always followed up on and any customer is always welcome to speak to the person that was on their lawn. In fact, we encourage this. Our office staff is always cordial and is here to service the best interest of our customers. Our names and titles are always available if asked. It is to our regret that this relationship did not work out. Our company willingly returned $33.54 to this member in good will, without being asked to do so, and wishing him the best in his future lawn care needs. Pam Stalets Vice President Green-Scene, Inc.