After 1 year of decent work, the customer service began to go down the drain quickly. I finally fired them after asking to see if they could provide a lawn clean-up within a specific timeframe - e.g. "Can you come before Monday?". When the owner didn't really answer my question and responded he couldn't come Monday, I asked for a clarifying answer - did he mean he couldn't come on Monday, or anytime before Monday? Instead of just politely giving me an answer or saying "sorry, we're not available", the owner said no, and then took it upon himself to berate me with a curt "should've contacted me sooner." I didn't realize he was doing ME a favor in this business arrangement.
At the last lawn mowing the previous year, I also found a large pile of grass clippings and various leaves debris piled up against one side of my fence, hidden behind my hydrangea bush which could have led to rot and mildew against my fence. When I brought it up, the owner said because we didn't pay him for official removal of the leaves, he felt it was fair for his team to leave the debris in my yard - instead of notifying me or calling me to ask me (when they were there) what we can do about it. It also didn't make sense because the debris pile consisted mostly of new grass clippings and not the mulched leaves.
Another time, they came when I was home and the gate to the backyard was closed since it was about an hour earlier than when I usually expect them. Instead of ringing the doorbell or trying to call me, they decided to mow the front lawn and leave within 10 minutes. I had to text back noting that I saw the back lawn wasn't done before the team came back to do the job.
One or two mishaps I'm ok with - even an increase in prices, which happened this year - but the attitude was the straw that broke the camel's back. Maybe they have more business now and don't need mine. They won't miss me, and I won't miss them and can no longer recommend them in good faith to anyone. read more