Confusion over Indianapolis lawn care resolved
Bolden's Dry Cleaners
[151 N. Eighth St.]
COMPLAINT: Maureen Tullis, Indianapolis
"When I hired Lawn Medic to get rid of weeds in my yard, I was under the impression that I could sign up for as many or few applications as I wanted. When they asked me how many I wanted, I said maybe two.
"After the first application, the weeds in my front lawn were dead but none of the backyard weeds died. I spent a lot of time pulling all those weeds up. I called and told them I didn't understand why I had weeds after one application. They never called back.
"Then, without notification, they did a second application and charged me $56. By that time, I didn't need it because I had pulled them all up. They told me I had to pay half of the second bill. I told them my understanding was that I could just have one application, and that was it.
"I'm not sure how it happened, but somehow I got signed up for three applications."
DESIRED RESOLUTION: "They sent me a bill for the second treatment and gave me half off, but I'd rather not pay at all."
RESPONSE: Maggie Soos, office manager, Lawn Medic
"Lawn Medic is a small company and we pride ourselves in providing personalized service. It's our priority to address any concerns in a very timely fashion.
"If we had received a message from the member expressing discontent with the [original] application, we would have returned her call and scheduled a free service to retreat the weeds. Unfortunately, we never received a message. We offer six applications in a season and a customer can take as many or as few applications as they like.
"Because the member was concerned about weeds, we suggested she take more than one application because weed control is a weed killer, not a weed preventer, and one application will not provide season-long control.
"The member agreed to schedule three of our six applications. When we discussed scheduling, we weren't aware she wanted to give us verbal approval prior to the applications. Had we known, we would have noted her account as such.
"The member called after we completed her second application. At that time, she notified us that she didn't expect a second application and that she had wanted to call us if she wanted another application.
"We told her that we were unaware she wanted to give her verbal approval before applications, but we could note it on her account for future applications.
"She said she didn't feel the first application was effective because she had to hand pull weeds. We explained that Lawn Medic offers free service calls, and that if weeds aren't dying in seven to 10 days, we can have the technician retreat them at no charge.
"At that time, we offered to credit half of the second application, based on any misunderstanding. Considering we felt there was no question of the member's intentions to have us complete three applications for her, we felt this was a generous offer.
"The member told us to cancel her account, which we did. After this conversation, we did not hear from her again. We have already credited the member the remainder of the second appointment."