Advanced Lawn Solutions

According to our records we have treated the yard 4 times, the last application was the only application we were unable to treat the backyard. Our normal process if we are unable to do the backyard would be to come back and treat that area at no additional cost. You will also see on the back of your invoice it would be indicated if we were unable to do the backyard. When you called on Friday the technician was still out in the field, and we were unable to verify with the paperwork that that area wasn’t able to be done. We did look at the paperwork and it did indicate he was unable to treat the backyard, therefore since you decided to cancel the service, we took off the charge for the area of the backyard.

This customer contacted us to say that they had a leak; on the first visit we could not find any indication of a leak. After the customer called again, we went back out to look at the area in question and found a wet area but seemed that area was getting hit from multiple zones and was in a shaded area that wasn’t drying out so we adjusted the heads so there wasn’t as much water being sprayed. After the customer called and disagreed with the technician, we scheduled a meeting with them to evaluate. The technician found there was a problem with the well. We spoke with his wife and explained it would need to be repaired, since the husband was not present, we tried to call him to let him know the findings and see if he wanted to approve the repair to proceed forward. We were unable to reach the husband, therefore we called, texted, and emailed the proposal to get approval to make the repair. Since we could not get approval for the repair, we did not make the repairs to the irrigation system. The service calls for the irrigation leak where all done at no charge. We usually charge a diagnostic fee to diagnose irrigation repairs, however we did not charge this customer a diagnostic fee for these visits. We did not install this irrigation system, only did the service and repair work as requested, so there was no warranty for the irrigation system. The "erroneous charges" were for service done on their mosquito mistaway system, which is a totally separate system from the irrigation. The charge was for two visits to fill the mosquito mistaway system and was the same charge it has been for the last 3 years. We notified them the night before by text message for these services and were never told to cancel or not perform these services therefore the service was completed and billed. This customer never notified us to cancel any of his services until he called to say he refused to pay for the balance on the account. We explained these charges were for the mosquito mistaway service not the irrigation, and the service automatically renews and is scheduled like the years before. We did go back and review our phone system to verify that we had not received a call, text, or email from them between the last irrigation service and the day they refused to pay, to confirm they had not notified us to cancel any services. We explained to the customer they had not called and canceled and would be responsible for the completed services on the mosquito mistaway system, since he still refused to pay for the service, we explained we would have to turn it over to the collection agency.