I was a customer with Herndon Brothers Lawn care for several years and recently I contacted them…read moreabout the schedule of what recently happened in mowing my yard. A few weeks ago on a Friday, my lawn was cut and then a week later, they were back to cut the yard again. I was on a bi weekly schedule and they came out just a week later when the yard was cut and did not need cutting again so soon. I contacted Erika at Herndon Brothers Lawncare about my concerns and she said she would speak with Conley about the unscheduled and unauthorized service. I did not hear back from her and saw that my credit card did get charged for the cut which was not needed and not scheduled. Herndon Brothers Lawncare has my credit card on file to bill when services are done, but not a random unscheduled cut and services unless authorized.I contacted Erika again at Herndon Brothers Lawncare and as I was explaining my problem I was interrupted because she had something to say before I was finished. I do not like to be rudely interrupted and did not appreciate the lack of respect. However, I addressed the problem and then was told that I would get a credit for the unscheduled mowing.The service from the people doing the mowing and edging was very good. My concern has to do with the conversation with Erika and their comment about my business as a customer. I understand that now Herndon Brothers Lawncare is taking on weekly mowing services, not bi weekly, but is allowing customers that were on bi weekly to retain those services. I was told by Erika that this was a confusion for the people scheduling the services because of getting behind or weather delays, etc, but that weekly was the direction they are taking now. When I saw the charge on my credit card, that is when I called back. I also said that Conley could call me if there were questions Then I said, just explain this to Conley and I won't have to go over all this a second time. Shortly after the phone call, I received a text from Erika saying that said Conley was made aware of the situation and that this situation and the mowing schedules has caused too much frustration. I'm sorry if I frustrated anyone if I was simply trying to get things done as agreed. So after several years of using Herndon Brothers Lawncare services, Conley said that it was best that I use someone else to cut and care for my yard which I have already done. I do surveys for all the companies that I work with, plumbing, electrical, painting, roofing, yard spraying, etc, and this is the first instance when the work was good, but the people dealing with the operation of the company were unprofessional, in my opinion, based on the responses from Erika and the difficulty to schedule bi weekly services and also from the lack of consideration and understanding from the owner, Conley, who I never spoke with but said that it was best that I find another lawn service company because this situation caused too much frustration. How people interpret others is their opinions, but constructive criticism should be acceptable by any company to retain business, not refuse business. Bookkeeping and scheduling were my primary concerns and because they are now changing their business model to weekly services for new customer, I guess I was frustrating to them because I just wanted fair and acceptable services based upon the contact agreement. Congratulations Erika and Conley for not providing a pleasant experience as I had hoped, but as I said, when I'm trying to explain my concerns, I do not like to be interrupted. I have located another lawn service company licensed and bonded and insured already and I will simply say that for an owner, Conley, to not contact me, the customer, to get information directly instead of second hand is unusual as my contacts with many many companies have been very pleasant and rewarding for these companies. I guess the 100% guarantee applies to customers tjhat are not frustrating to work with.
