NORTHWEST LAWN MAINTENANCE INC

Description of Work: Landscape for flowerbeds

Description of Work: Lawn Maintenance

Description of Work: I received a bulletin in the mail describing Northwest Lawn's services. I called and asked for a bid on my yard - 2 acres and stated that it was my fervent hope that my husband would be able to sell his lawn equipment and we could use them for all our lawn needs. I was expecting someone to come out and discuss with me the type of services that I needed, my expectations, and what their company could do for me. David came out and after spending a minimal amount of in my yard, left a bid sheet on the handle of my front door. I happened to see him get in his truck as he was leaving, and literally ran out my front door to catch him to ask him questions. During that conversation, I explained the work I needed done, asked for a separate bid for drain and masonary work, and told him that there was a couple of things on the bid sheet that I could not read. Specifically, I asked about the charge for leaf removal. He told me "a four-man crew for $30 per hour". I told him I thought that was very inexpensive - and we discussed it for a bit. I remember saying "$30 for four men per hour?" After discussing regular lawn maintenance, planting, seeding, bush trimming, weeding, I asked to be included in the next week's work. I was also told that the crew supervisor would come the first time the crew came out to go over the yard with me and the crew so the crew would know what we wanted done. Finally, David told me that if I had any questions, I could call the office at any time. It is important to note that NO CREW SUPERVISOR CAME to go over the yard with me before crews came and started work. The four-man leaf crew came on a Monday - I don't know the exact time as they got right to work without letting me know they were here. They worked all day and hauled off 2 dump trucks full of leaves. They also worked weeding my beds. They were polite, courteous, and because I speak Spanish, I was able to ask and get questions answered. I also don't know what time they left. I marveled that they worked that hard for the amount that I understood - In hindsight I should have realized what I understood from David's harried explanation was incorrect. The correct billing was $30 per man per hour. An amount that I don't really have a problem with - it's a lot of work - I know as I have been doing it for years - but I needed to completely understand AHEAD of time what the charge would be. Additionally, they left leaves that I would have hauled off - and hauled off leaves that I would have left. I asked about those leaves explaining that we generally leave them (in the trees at the edge of the drive, and the property), and they were concerned that they would blow back in - I was ok with that - once I understood the "why". The long and short of the rest of the month included the following: - The four man crew also scalped the shaded areas of the yard. We believed that the fescue grass did not get scalped, so I stopped them, and once again because I speak Spanish, I asked questions and was given answers. The crew or I called their office - and David came out promptly, and he explained that because of the amount of debirs in the yard - acorns and small sticks - the scalping was needed to clear the ground for the seeding. I was "ok"with that - once I understood the "why". The lawn was seeded and we set up a watering system. You may note that there is a pattern developing. Other services performed around the same time included: putting down the pre-emergent and weed killer, as well as a fertilizer for the new grass. I didn't understand that - it was our belief that fertilization was too early for the new grass. So I again called the office and explained that I was frustrated that I didn't understand what was happening when and why. I was referred to David because Chris only handles billing - and David rather curtly cut me off explaining that they had too many lawns to be that detailed with their communication and that I should refer to the bid sheet he had left me - that the bid sheet had everything I needed to know on it - the same one that I couldn't read the hand writing very well. I sincerely asked him if it was unreasonable to have a better understanding of their services - that once I understood what and when and why - I was sure that I would be fine with them showing up and doing their work without giving me the opportunity to ask questions. I realized then, that I had been expecting some sort of contract with more specifics of when the crews would be out and who would be doing what service - and that the services would be done by different crews at different times throughout the month - NOT ON THE BID SHEET. However, I referred to my bid sheet throughout the month and noted the following: Work performed that WAS NOT on the bid sheet: scalping of turf areas, fertilization of new grass - although it was detailed out as fertilization at 5 times a year per OSU guidelines (whatever those are) and whenever that was. Work that was indicated on the bid sheet that WAS NOT performed: monthly trim of bushes. To be perfectly fair their work began the 2 of April and the bill finished the 20 of April - maybe they were going to show up at the end of April to trim the bushes - I have no idea because it wasn't on the bid sheet. Work NOT on the bid sheet that was discussed and specific to our yard - we have an area of ground that we did not want them to mow - THEY MOWED IT - INCLUDING FLOWERS; areas of our yard that should include services - for example the area around our mailbox (largely weeds) did not receive weed killer or pre-emergent. The weeds are still there and are flourishly. NOT ON THE BID SHEET - "overseeding of cool turf areas", although we had discussed it - but I had no idea what it was going to cost or how they did it. ($750 by the way - a charge most people would like to be prepared for). I fortunately stopped the crew that was putting down weed killer and fertilizer as he was putting down A SECOND seeding (apparently commonly done - but I had no idea as IT WAS NOT ON THE BID SHEET), and he explained that we were watering the first seeding too much and helped me adjust my timers. Again - the crew was polite courteous and anxious to please. I told him I was frustrated because I didn't understand the what and when - and that I would certainly follow his instructions - becasue if it didn't "take" - he would be the one re-doing the work. BUT I DID NOT RECEIVE ANY WATERINGINSTRUCITONS ON THE BID SHEET - OR PRICING INFORMATION CONCERNING THE OVERSEEDING - I did recieve a flyer indicating the work done - but no pricing and no instructions except to water within 72 hours - which contradicted what I understood from the man who put down the seed. The following details poorly performed work that was on the bid sheet: Shortly after the new grass came in, and the second seeding was done - another crew came and mowed. I was not at home. Their mowers left at least twenty "divots" at least 8 inches in diameter were their mowers turned and tore up the new grass they and we had worked so hard to cultivate. When I saw the yard, full of divots, the area mowed that we asked them not to mow, my mowed flowers, the un-treated weeds by the mailbox, and the rootbeer bottle in my driveway, I called Saturday morning to discuss my concerns - in spite of having 800 lawns to mow, and it being the busy time of the year - they don't work on Saturdays. I left a message detailing the following concerns: weeds that had not been treated, the flowers that had been mowed, the area of the yard that had been mowed that we did not want mowed, and the fact that they had been out several times, and our bushes still had not been trimmed and now were in dire need of trimming. When I discussed my phone call/message with my husband, he told me to fire them based on the 20 + divots in the yard, that he felt that alone proved them to be unprofessional. We received their bill on the same Friday - which amazingly included work that they completed on that Friday - I called the following Monday prepared to tell them why we would no longer need their services, and was surprised that when I said "We will no longer need your services...." I was cut off by Chris (this time) when he said "Thank you" and hung up. I would think they would want to know WHY. Once again, when dealing with a SERVICE company, I have been left DUMBFOUNDED by their definition of service. I give this company an overall rating of a D - primarily because I didn't understand what, when and how much their services were going to cost me. The poor work could have been addressed - but all together it was too much. When I asked for help - instead of taking the advantage of the opportunity to further convince me that I needed their services and expertise and educating me - they were full of rationals that they had 800 yards to take care of and couldn't be bothered with communication - communication that I still maintain is not unreasonable. As far as I know - no one is forcing them to be in the lawn business and with 800 lawns to mow - I'm sure they won't miss mine. In conclusion, if you want to know what you are getting, and what to expect paying for it - try someone else. The old saying - "you get what you pay for" does not apply to Northwest Lawn. I called them before writing this critique to tell them what I intended to post, and spoke with Chris - he again defended what had happened with the fact that they have 800 lawns to mow. We are now giving OK Lawn a try - (rated an A on Angie's list) but we are keeping our lawn mower, and accepting responsibility that communication is a two way street and I will be asking for a detailed description of work in writing. Another old saying comes to mind - "buyer beware".

Description of Work: We had a contract with them lawn maintenance and irrigation.