ComplaintsforThe Ground Guys McDonough

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been cutting my grass, edging, for almost a year now. Recently they have come out (past 4 months) and did edging ionly and charged me for cutting the grass. My cameras show they haven't cut the grass. My grass hasn't been cut in about 2 months now. Spoke to owner twice recently (3/9/23 most recent. And he stated that would talk to them and see about getting them back out there if it wasn't cut. This didn't happen and he actually took $130 out of my acvount 3/9/23 ,"same day" for work not done. And they didn't come out nor provide a date when they would return. This seemed just a delay to hit my account for money only. Over the year I have reached out to the owner numerous times (at least 8) with no reponse. He did respond twice today and once awhile back. I was told by owner that they weren't doing back of house because of very bad decline. This decline was present when they started a year ago and agreed to do the work. If their concerns were suddenly their they NEVER expressed them to me. I find this behavior of not doing the work, destroying solar lights in front and back of my house and charging me suddenly right after our talk on phone and also I tipping them sometimes appalling. I spoke to tech about the damaged solar lights (stand up ones). Explained they are the only ones that have gone in back and noted the damages after they left. Now I am not accusing any particular person but one of them kept Stripping the paint, pulling them out and leaving the end in ground not to be found later and bending the metal. They have denied. Tried reason with them I don't cut grass, no one was in driveway right after or rest of day when left. I don't go in backyard much and walk around. Maybe this is why I am being treated unfairly now?? lso friend present when talked on phone 3/9/23 a d pictures of yard on phone camera.

  Business response

  03/14/2023

  As stated in our phone conversation, we're sorry to hear of your dissatisfaction with recent service. We want to first address your issue with being charged only for edging, blowing and weed eating. Upon agreement last year we notified the customer that all of our residential clients are on a 38 visit annual schedule (agreement was signed). Therefore the winter months gets at least two visits a month, it was explained to the customer that in those months grass wouldn't need to be mowed but we would edge, weed eat and blow. We don't prorate, so this means customers are charged the same price as if it were a visit that required a mow. *************************** called on last Thursday and we explained to her that we would get the technicians back out to take another look at the property. We said we would give her a call and send them back out the next day (Friday). It rained all day Friday and before we got the opportunity to call her back about the inclement weather we started receiving complaints from several different outlets. As for the hill in the customers backyard, the technicians stated that when the lawn mowers were being put on the hill they were to the point where they could possibly damage her grass. Because of this, the technicians started using weed eaters to mow the grass down on the hill. The technicians said they explained this to the customer last year when they started using the weed eater. Our apologies if this information didn't reach the customer as intended according to our technicians. Again, we're sorry for the confusion and miscommunication, hopefully we can retain your business moving forward.     

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