Customer says we didnt cut one week and doesnt want to pay, but we did...

[Right Touch]

Just wanted to see how you guys address this situation-

New customer this year sent in their payment with a note that says, "For your records, the lawn was not cut the week of 8/21/09" and deducted the amount off their bill. Im not even going to touch on the fact that this is Septembers invoice they are sending back (and talking about an august charge). I've run into this situation once or twice in the past and its going to be a "their word against yours" situation. Asking my lawn care foreman will be no use because it was a month and a half ago, but the property was marked as done in their route that day.

Do you bother calling the customer and explaining that their lawn was cut? Or even though the guys most likely did cut it, it must have not needed cutting and therefore didnt look cut when they were done. Do you credit the customer or try to tell them "we cut it and deserve to be paid". They seem to be nice people- not the kind of people that try to get one over on ya.

[LouisianaLawnboy]

Send them another invoice with LATE charges from the last invoice and for the cut they say you skipped.
Posted via Mobile Device

[JLong]

i would drop him as soon as possible. I have had this problem in the past, and that was with me personally doing the mowing. I knew it was mowed. I just let it go and canceled his service. In my opinion it was just the begining of a potentially horrible situation if the relationship was maintained, especially since he didn't call to discuss it with me just sent a nasty little letter.

[LushGreenLawn]

On my route sheets we mark the arrival and departure time. I have had this happen a couple of times, and I call them, and tell them we were there, along with the start and stop time, no one has questioned further, it makes it look like you are on top of your game.

Just having it "marked off as done" seems like it could have been done by mistake when its in question.

I could call them, tell them your records show you were there, and ask why they think that you were not.

[wbw]

On my route sheets we mark the arrival and departure time. I have had this happen a couple of times, and I call them, and tell them we were there, along with the start and stop time, no one has questioned further, it makes it look like you are on top of your game.

Just having it "marked off as done" seems like it could have been done by mistake when its in question.

I could call them, tell them your records show you were there, and ask why they think that you were not.

What he said.

If this is an ongoing problem you can use GPS on your truck to ping the location when the door is opened or you can use something like route patrol.

[Hanau]

Business cards are cheap. Make one up with your company name and then:

Your lawn was professionally serviced at:
Date:_____________
Time:_____________
The work was performed by:
Name:____________
Thank you for your business!

Then stick the card in the door before you leave, you can get a couple thousand of these things made for what? A hundred bucks?

This way if the grass isn't growing all that much the customer knows you were there.

You can design a card online through companies like Vista Print.

[ICT Bill]

or you can use a simple camera to take a picture of every cut with your wrist watch in the picture and the house in the back

I learned that from a hot rod show and they take pictures at every place that they are taking apart an engine

need to reassemble, look at the picture

wow is that simple

[JLong]

business card is a good idea, (however they can claim they never got it/ it blows away) the pictures thing, well... in my opinion that would be worth it if it is a large account, however if it is just a mow and go type thing for say: $30.00 per cut that adds alot of "pain in the butt" to a very simple/low paying job. Most good customers you will not have this problem with, and in my opinion if they are going to alter the amount they pay and just send a crappy note as if you are ripping them off then you are better off without them.
***This happended to me a couple weeks ago and it really tipped me over and made me re-think my relationship with This particular customer****

[Tom3982s]

Chalk this one up to oh well. I would just eat it if you financially can to keep them happy. Sounds like an honest misunderstanding.

[rm25x]

I agree, eat it and move on. Why drop them over one dispute? Its bound to happen. Like stated, it probably was a week that the grass didn't grow much so they couldn't tell it was mowed.

[Charles]

They should have called and complained immediately if the lawn wasn't cut. Otherwise they can't prove it wasn't cut. The proof should be their burden and not yours. IMO they owe the money. I would go to their home and collect the money. Depends on their attitude, during collection, as to whether I would drop them.
Say to them: You should have called me immediately and let me know there was a problem. Since you didn't do that, we can't verify your claim......
This should really be explained to the customer before they signed up for service

[Lawn Shark prop mgmt LLC]

[QUOTE=Hanau;3219572]Business cards are cheap. Make one up with your company name and then:

Your lawn was professionally serviced at:
Date:_____________
Time:_____________
The work was performed by:
Name:____________
Thank you for your business!

Then stick the card in the door before you leave, you can get a couple thousand of these things made for what? A hundred bucks?

This way if the grass isn't growing all that much the customer knows you were there.

You can design a card online through companies like Vista Print.[/QUOTE



That is a great idea......:clapping:

[Charles]

[QUOTE=Hanau;3219572]Business cards are cheap. Make one up with your company name and then:

Your lawn was professionally serviced at:
Date:_____________
Time:_____________
The work was performed by:
Name:____________
Thank you for your business!

Then stick the card in the door before you leave, you can get a couple thousand of these things made for what? A hundred bucks?

This way if the grass isn't growing all that much the customer knows you were there.

You can design a card online through companies like Vista Print.[/QUOTE



That is a great idea......:clapping:

Unless a customer signs a copy saying the work was performed, it is worthless

[Henry]

I've had this happen in the past with fall clean ups. They usually cave in when I say I'll check the times on the route sheet against the gps report.

[TreeClimber57]

I've had this happen in the past with fall clean ups. They usually cave in when I say I'll check the times on the route sheet against the gps report.

I recently put a GPS tracking device in each truck, and suspect it would help in situations like this for sure. It can tell exactly where the truck was and for how long, difficult for the customer to dispute.

[JDUtah]

back when we mowed my records had a start and stop time, customers would call and ide look up the day and be able to say "mam they were on your property friday the 23rd form 11:02 to 11:37 am. They cut your lawn. Thank you for coorperating and paying fairly."

[JLong]

I wouldn't drop a customer over a simple dispute, however what gets me in this situation is when they do not call to discuss it they just take it upon themselves to alter the bill, and send a nasty little note.

[mdvaden]

You said it would do no good to ask your forman.

Here is a question that came to mind ...

Is it possible that your forman or worker did not mow it? And if not, how would you know if they didn't, if you likewise can't ask to verify if they did?

Would it have to be done, just because the box was checked?

[Pro-Scapes]

How we have delt with this is.

We issued a ONE TIME CREDIT for the supposedly missed cut. Since I am on each property for each service I know what gets done and my clients know it too.

Second time someone says we missed it when I know we did it there is no credit.

Let it slide this one time. With the amount of part timers out there each and every acct counts. Since you have no records to document it then it really could have been your guys rolled up and it didnt need it and they skipped it.

[Stillwater]

Send them another invoice with LATE charges from the last invoice and for the cut they say you skipped.
Posted via Mobile Device

Very bad way to handle it

[Stillwater]

i would drop him as soon as possible. I have had this problem in the past, and that was with me personally doing the mowing. I knew it was mowed. I just let it go and canceled his service. In my opinion it was just the begining of a potentially horrible situation if the relationship was maintained, especially since he didn't call to discuss it with me just sent a nasty little letter.


Your giving bad advice to this guy based on your situation that doesen't apply to him

[Stillwater]

On my route sheets we mark the arrival and departure time. I have had this happen a couple of times, and I call them, and tell them we were there, along with the start and stop time, no one has questioned further, it makes it look like you are on top of your game.

Just having it "marked off as done" seems like it could have been done by mistake when its in question.

I could call them, tell them your records show you were there, and ask why they think that you were not.


Excellent advice.....

[IN2MOWN]

If someone cant tell when their lawn has been cut, trimmed, and cleaned up then its time to dump them.

Its that easy.

[Stillwater]

They should have called and complained immediately if the lawn wasn't cut. Otherwise they can't prove it wasn't cut. The proof should be their burden and not yours. IMO they owe the money. I would go to their home and collect the money. Depends on their attitude, during collection, as to whether I would drop them.
Say to them: You should have called me immediately and let me know there was a problem. Since you didn't do that, we can't verify your claim......
This should really be explained to the customer before they signed up for service


Charles they most likely did not call him immediately because they assumed he just skipped the week for what ever reason. The customer did not know of a issue until they got their bill a month later. They are not the complaining type so no phone call to complain about not being cut, hence the no immediate call. Is anyone reading the original post this is a good customer nice people not the complaining type. This is bad advice when taken in context of the original post I am surprised at you.

[soloscaperman]

If it was a small lawn let it slide. Were they ever a problem with you in the past?

For now on watch the customer because if they do it once they will do it again.

[LouisianaLawnboy]

Very bad way to handle it

The way I see it.

1. Customer doesn't pay their bill.

2. Lies about us not servicing their property.

I don't want this type of customer, so if they drop me because of the charges. Great. One less hassle.

Now before I would do that I would know without a shadow of doubt I was correct, which you don't.

[LB1234]

Asking my lawn care foreman will be no use because it was a month and a half ago, but the property was marked as done in their route that day.

Do you bother calling the customer and explaining that their lawn was cut? Or even though the guys most likely did cut it, it must have not needed cutting and therefore didnt look cut when they were done. Do you credit the customer or try to tell them "we cut it and deserve to be paid". They seem to be nice people- not the kind of people that try to get one over on ya.


According to your statements it seems as if you have doubts yourself???

IMHO the best thing to do is call the customer and talk it through with them. Nothing beats good communication instead of a he said she said debate. Explain what you have in place for indicating the service was performed...provide as much detail as possible as to why it was done...don't be hesitent. This is where the crossroads is, if they are adament about the "no service" they you need to decide if you credit the bill, refund the amount, etc. What I don't like is the altered the bill on there end...which I don't believe they can legally do. I've had customers try this in the past, I explain I need the full payment and that credits, adjustments, etc. will be issued after payment since (chances are) I've already paid the sales tax on the service (if it was six weeks ago) and I'm out that money to begin with.

good luck.

[DLAWNS]

I would personally check with your foreman just to double check. Than I would call them up and explain that you were there for the service....if you were sure you were. If they seem certain that your crew wasn't there I would probably explain to them that since neither of us has proof that you'll credit that service, but if they could call you in the future if a service was missed by your crew that it would be helpful.

[AzLawnMan]

I have this customer who is directly accross the street from 2 others. I have been doing theres for about 2 years and the other 2 for 6years. About 6 months ago she says we never went, and she knows because she was there all day. She pays on time and hardly complains, so even though the crew said they went, I gave her a credit. Well 2 months after that she says the same thing again! Except this time my crew leader was on vacation, and I decided to run it for the week. So I explained that the crew was in fact there because I was the one that did her home. She reluctanly paid. What do you know, just last week she said we missed again. Now I dont know what her thoughts are, but I asked her to find another company to maintain her home. She tried to back track and say it was ok, but 3 times is too much for me, regardless if she is accross the street. Sometimes you gotta just cut-em loose.

[Stillwater]

I have this customer who is directly accross the street from 2 others. I have been doing theres for about 2 years and the other 2 for 6years. About 6 months ago she says we never went, and she knows because she was there all day. She pays on time and hardly complains, so even though the crew said they went, I gave her a credit. Well 2 months after that she says the same thing again! Except this time my crew leader was on vacation, and I decided to run it for the week. So I explained that the crew was in fact there because I was the one that did her home. She reluctanly paid. What do you know, just last week she said we missed again. Now I dont know what her thoughts are, but I asked her to find another company to maintain her home. She tried to back track and say it was ok, but 3 times is too much for me, regardless if she is accross the street. Sometimes you gotta just cut-em loose.

This sucks AZ, I am curious,to know what methodology she uses to determine if her lawn was mowed, especially when you also mow the others next door. Were any of her neighbors home to confirm the cut for you?

I might have allowed her to back track on the condition that she explains in detail and clarity exactly what is making her think her lawn is not being mowed on the dates listed on the billing and in the feuture find a fool proof way to confirm that you did in fact mow. I would probably "maybe not" depends on her tone and demeanor about it. the reason I might have still kept her is because the last thing I would want is another LCO or landscaper on that street putting a wedge in edge wise in your turf.

[Dschlott]

Anyone consider what type of contract you have with the customer? Most residential contracts are either verbal or a simple contracts. Service contracts are performance based unless you sold them ''36 mows at year at XX$ per visit'' -- So consider the fact that most of your monies are due whether or not use service every week or not.. Unless the house is in terrible shape your performance is satisfactory to industry standard and proper payment is due.

[IN2MOWN]

Anyone consider what type of contract you have with the customer? Most residential contracts are either verbal or a simple contracts. Service contracts are performance based unless you sold them ''36 mows at year at XX$ per visit'' -- So consider the fact that most of your monies are due whether or not use service every week or not.. Unless the house is in terrible shape your performance is satisfactory to industry standard and proper payment is due.



What???? :hammerhead::hammerhead::hammerhead:

[Ramairfreak98ss]

Send them another invoice with LATE charges from the last invoice and for the cut they say you skipped.
Posted via Mobile Device

yep... thats why we have in our contracts something like this...

The client must notify "ABC lawncare" within 24hrs of a problem resulting from the service... and were always finished by friday afternoon unless there was days of unforcasted rain, we cut one saturday this year total....

especially because its almost 2 months ago, i'd just mail or email them the cut schedule and show them the date "and time" if you have it of the service for their property... if they still dispute.. tell them that they should have called that week not 2 months later, because now they have no proof it was not completed.

[LouisianaLawnboy]

yep... thats why we have in our contracts something like this...

The client must notify "ABC lawncare" within 24hrs of a problem resulting from the service... and were always finished by friday afternoon unless there was days of unforcasted rain, we cut one saturday this year total....

especially because its almost 2 months ago, i'd just mail or email them the cut schedule and show them the date "and time" if you have it of the service for their property... if they still dispute.. tell them that they should have called that week not 2 months later, because now they have no proof it was not completed.

Thanks for the tip. I'll add that into my contract.

[milsaps118]

I have a "production sheet" that has a TIME IN and TIME OUT as well as MILAGE IN and a box for any SPC (special) NOTES we might document like, "prune shrubs next week, broken sprinkler head, skip-lawn to dry", etc...

I had a customer do the same thing to me this year and deducted payment thinking we didn't service the yard that week. I went back to my production sheet and instantly seen that we did service the lawn. Matter of fact, in the special note box it said, "Brought garbage can up to garage".

When I called the customer and told him our time-in/time-out and we even brought his garbage can up he felt embarrassed and told me he would be sending in the remainder due. The garbage can thing refreshed his memory and was key to our credibility.

You have to have attention to detail not only out in the field, but in the way you run your business as well. In your case you can fight him tooth and nail over it or chalk it up as small loss and move forward. Keep him as a customer, but if he tries to pull one over on ya again then cut his ass loose.

[LB1234]

yep... thats why we have in our contracts something like this...

The client must notify "ABC lawncare" within 24hrs of a problem resulting from the service... and were always finished by friday afternoon unless there was days of unforcasted rain, we cut one saturday this year total....


just curious how you wound up only cutting on one saturday with all the rain outs we had this year? I remember cutting monday mornings for what was supposed to be cut the privious week...and we only have around 30 accounts.

[AzLawnMan]

Sorry, was in Vegas for the weekend for a "convention"! My other customers on the street have been with our company for alot longer than she has been. She says she knows we have not been there because she was home and didnt see us there, thats the only evidence she relied on. I have weekly reports the crews are supposed to leave, simialar to that of a pool guy leaves but they dont always do it and when they have 15-20 houses to visit i cant always get on them about that. Im not worried about another company being on the block simply because my others are loyal and we have a long relationship with them. This year I let both of them know because they have been a customer for so long that I would be overseeding there lawn for free this year. That always buys you some points. And on the topic of contracts, I only have contracts with my commercial properties, my residentials are not under contract, but I bill residentials a month in advance. If they dont want to pay a month in advance I tell them to have a check for me when we are done. After awhile the will just pay in advance. My commercial contract is a 30 day in or out with a certified written notice, and is 4 pages long.

[Craig3]

I would personally communicate with them that it was marked as cut according to your records, but if they say it wasn't cut they won't be charged.

I would ask that if they know that their yard is normally cut on Wednesdays and they notice it was skipped to call and communicate with me.

If it happens again I would drop them.