All American Lawn & Tree Specialist complaints

To begin with, when there is a schedule change we send out a mass email to all of our customers. This was the case over our winter break when "we did not show up" as well as the hurricanes we had. I have attached a PDF of the one that was sent out for Hurricane Nicole to my personal email, as I am also a customer. So we do notify our customers. In addition, when a customer signs up our schedule is in the description of services. Our schedule states: "Service consists of weekly visits during the summer months (April - October) and bi-weekly visits during the winter (November - March). Pricing is based on 40-42 visits per year." She started service with us in the end of October of 2022 and then quit in January of 2023 so only one month of her service was not in the bi-weekly category. The notes on her account are as follows: 1/17/23 Ms. Robbins called to ask where the guys were today, I told her they were out on the tenth so her next service date is the 24th, she said she spoke to lauren at the beginning of the month and she was told she'd be done on Monday the 3rd, 17th and 31st. I told her that she must have been mistaken because her schedule has the dates of Monday 1/10 and 1/24. She said they were not out on the 10th (julio was). I offered to show her the GPS report of the crew leader and then told me "she guesses we don't want to cut her lawn so she is finding a new service" and hung up on me. Made final invoice and cancelled service. 1/24/23 Ms Robbins called asking where the guys were today, I reminded her that she told me that she was quitting service when she called on the 17th. She then yelled at me and hung up. Did not attempt to call her back. As far as the invoicing goes, we use QuickBooks which shows us the day the invoice was emailed and the day and time that the recipient opened the invoice. I see that in October when she started her check was returned so we had to remake the invoice with a fee and then sent that out to her which I guess could be considered late depending on how you look at it. All other invoices were sent in a timely manner (within 3 days of our invoice date for maintenance which is always generated the last day of the month). I do see that 1 invoice was resent to her after the initial email was already sent which could have been because it was in spam or some other issue. I have tried being as kind and understanding with Ms. Robbins as possible, but that is difficult to do when you are continuously hung up on. Please let me know if there is anything else I can do.

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