I signed up for a free quote on Scott's Lawn Service online site for a free quote. I was promptly called the following day by the sales department. They sold me a service that is 8 treatments for an entire year to maintain my grass. The sales manager that took my call asked all the details, pushing hard hard to get me on direct billing with my credit card. I told him no, that I pay all my bills with bill pay through my bank, said no issue. He asked me when the best time is for the service to start. I said as soon as possible. He stated I will have a team out their by Friday or early part of next week. I said ok, he said you will be given a call ahead of the service by your tech that will be spraying your yard and he will notify you that he is on your property to answer any questions. I explained to him that I work from home and that all he needed to do after calling me was to ring my door bell and I would come to the door and be glad to walk the yard with him to learn more about exactly they would be doing for me. This service by calling ahead and ringing the door bell never took place, meaning they did not spray my back yard since the gate was locked and I needed to provide them a key. I did not even know they were here that day until hours later when I opened my front door and saw the bag and invoice hanging on my door. I promptly called the local number, she said what does your ticket say that the tech left. I explained to her that it was not readable due to a printer error, she said I will have a tech come back out next week to complete the job. Days went by. I logged into my online account and used the tab to contact us now, sent a detailed email that was never responded to. I called and followed up days later and they stated yes we received the e-mail but it just goes into a que on your file for follow up. We have forwarded the e-mail over to your area manager Frank. I stated to her that I have called and requested for manager from the office to call me, never happened. I called the local number to find out when the backyard was to be sprayed and the girl that took the call that day stated sir actually your on the list for today's service, let me call the tech on his radio and check his ETA, she cam back and stated he must be spraying another yard as I did not get a response from him. I waited all day for the tech to arrive so that I could arrange to give him a key and open the gate, at 4:50pm same day I called back to follow up as to why no one still had arrived at my house. The man that took my call that evening said they were their at 7am and the gate was locked. I said I called earlier that day and she said he was coming to my house still and this was way past 7am already. He said all I can do is say I am sorry. I spoke with Frank on Friday March 1, 2013, he offered to come out to my house at 10am on March 4th after he finalized payroll had to the team in the field, at noon I called the local office to ask to speak wit him, they said he is not hear, let me have your number and he will call you, what do you think happened, never called me. On the Friday that I spoke with Frank I asked him about the level of service, he stated this is not what we deliver. I also said the first impression is highly vital to a customer and that he was part at blame for the level of execution from the start if he was the area manager over my area. I said wouldn't you call new clients, of we have 500+ new clients right now and you expect me to call all of them. I said follow up if vital for a new customer, ask for feedback. That is when he said I will personally come meet with you and walk your yard to explain everything. As of today I still have had not response from my email sent over 2 weeks ago and no phone calls back from management or the visit that was supposed take place today Monday March 4 at 10am. I would never recommend their service to anyone as they deliver poor service. No wonder they push hard to have everyone on direct billing. The BBB shows 740 negative responses from Scott's Lawn Service. With a branded company like this I would have never expected the level of service I received from this company. They are in a breach of contract of services to me. I will file a formal complaint as well with the BBB and the cooperate office of Scott's Lawn Service, would not recommend their service to anyone.
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