Lawn Dawg - Litchfield

"Member, I apologize there was a delay in service last spring. I see we rescheduled your second fertilizer treatment twice and ended up not getting to your property in a timely fashion. Lawn Dawg has made some structural changes moving into the 2013 to help prevent issues such as this from happening in the future. As you mentioned, we did try to compensate for the delay by offering additional services as no extra cost to you. We hope these services were beneficial to your lawn. As you have been a loyal customer to us for the past 9 years, and we would hate to lose your business over one slip up, we ask that you give us a second chance to show you we can continue to do a great job taking care of your lawn. I would like to take this opportunity to extend to you the same pricing you received during the 2012 season but also take an additional 25% off your first spring treatment. Thank you for your patronage. Angela Corrado Customer Service Manager"

"There is no good reason for a Branch Manager to miss a scheduled appointment with a customer. My sincere apologies that occurred. Our Rochester branch manager has since been in touch and scheduled an aeration and seeding for the back yard next week. This service will be performed at no charge to our customer and to her level of satisfaction. I sincerely thank the member for her patience and for her business! Tom Bucci, Vice President of Operations"

"Member, We would like to apologize you do not feel our work was beneficial to your lawn. After reviewing your account, I see you signed up for service with us on June 1st of this year and it can sometimes take 2-3 seasons before you see a how far your lawn has actually come. I am not sure if you used another lawn care company prior to us, for how long you used them, or what their products may have been, but your lawn needs some time to adjust to our products and benefit from them. The products we use have all the appropriate nutrients your lawn needs. Our fertilizer spoon feeds your lawn over the weeks after it is applied as opposed to some other companies products which act as a steroid for your lawn, only feeding it immediately then having it starve till the next application. Unfortunately, due to late sign up we were not able to apply a crabgrass pre-emergent to your lawn this year. During your first initial treatment with us, we were instructed not to apply weed control as you had recently seeded your lawn. While that new grass is growing, especially during the hot weather, those bare spots on your lawn are very susceptible to weed growth. After looking over your account, I see you did not take advantage of our free service call option. If, at any point during the season, you have something going on with your lawn that you need addressed, we will provide a free service call to address your questions or concerns. For example, if the weeds on your lawn have not started dying off 7 days after we have applied weed control, we can set up a no charge service call to come back out and spray them. We would love for you to give us a second chance to show you we can do a great job taking care of your lawn. - Angela Corrado Customer Service Manager"

"I am sorry you had this experience with our company. We pride ourselves on our customer service. To address your particular problem…. I have no explanation with the exception of laziness on our technician’s behalf. We have been working on new training methods to ensure that this becomes a problem of our past. We have even dedicated a leader in the company to ensure that our training is standard company wide and added the role of Training Director. We also implemented a policy called Production 101. This is going to be the staple of our company in the future. It ensure that we are at the correct house to begin with. We will knock on the door to further identify if we are at the correct location. Our goal is to implant these practiced so that they become routine."