Reviews

Review Details

• Review fromJosh W

  Date: 04/07/2023

  1 star
  This business is probably the most challenging when it comes to customer service and management. They are another company that shows when they want, does what they want, and then blames the customer when the customer has an issue with their service. My lawn actually looks worse 1 year after using these people. I am now spending a lot of money on another contractor to fix their horrible service. I would not refer this company to anyone. Stay far away.
  Also. The owner has a habit of berating any comments he does not like. He is very insecure and feels like he must bully a conversation. I would suggest he read the book "The Leadership Challenge." He will learn a lot.

  Weed Man Lawn Care Charleston

  Date: 04/14/2023

  Josh, 

  
  

  I don't think I have been berating anybody that has posted poor reviews on the internet.  We have offered facts in response to the few grievances because if you don't defend yourself, who will?  I am secure in my thoughts and my leadership.  We have great relationships with our customers, which is why we are so puzzled that you have gone out of your way, in multiple avenues to complain about our business.  

  
  

  Your initial phone call and complaint on 4/7/23 and your reviews on nextdoor.com and ******.com were regarding our lines of -communication.  Our process during sign-up has always been to ask our customers if they'd like a text message the business day before our visit so they know we are coming.  You elected for that service when you signed up and later on in our relationship you asked that someone knock/ring bell.  Now your main complaint has moved to myself and that your lawn looks worse 1 year after using Weed Man.  As noted below (and in your ******** and now deleted ****** review), you were concerned about 200sqft of your 19000sqft lawn.  We ask customers to alert us of any issues in the lawn.  We never had any services calls from your property to take a look at any struggling areas.

  
  

  Here is our response from your other complaints across the internet (******** post, now deleted ****** review) regarding our service:

  
  

  Josh,

  
  

  
  Thank you for the opportunity for a teaching moment for the continuous improvement of our service. We’d like to let the internet in on the situation. You signed up with us in June 2022. The area in your photo could have been mostly weeds, which our products would eliminate. If there isn’t much viable grass after the weeds are gone, areas may appear to look like your photo. Your 19,000 sqft lawn is also on our basic program, leaving it vulnerable to disease, mole crickets, and grubs. Some lawns never have issues with those threats, while others do occasionally, and some all the time. As you can tell from this photo, shade could be an issue, as well. Often areas off of patios have moisture damage. We had extremely cold weather over Christmas which could have contributed to the decline (as you read about in our 12/23/22 email that you opened at 3:50pm and that we touched on again in the 2/22/23 email that you opened at 7:06pm). If your two dogs use the area often as a bathroom, that could also be a big proponent of the problem. Grass wants to grow but it has to be happy where it’s trying to grow.

  
  

  
  When you called this morning (April 7, 2023), you were specifically concerned that our technician did not ring the bell. You said we needed to improve communication. Here are the avenues of communication we have in place for your lawn: We sent you a text message at 11:44am on Thursday, April 6, 2023, the business day before our visit, so you would know that we’re coming. We have a note on your account to knock before starting service. Which we did.
  Our technician knocked on the front door and while he was on the front porch, your security cameras announced out loud that he was being recorded. After no answer, he went to your gate where next to your gate is a doorbell button. He pressed that button with no answer. When this happens, our protocol is to treat the accessible areas of the lawn and leave a note to call the office to find a time to come back to treat the inaccessible areas of the lawn. He proceeded to treat the front yard. When he hung your paperwork on the front door, he knocked on the door again. At the point of treatment, he even noted “no answer at door – did not treat backyard.”

  
  

  Your backyard has been inaccessible for three out of the nine visits to your lawn. Besides today, you called the office after your 8/19/22 visit and your 10/18/22 visit for us to come back and treat the backyard due to it being inaccessible. You created this process for your property: knock on the door prior to treatment. This should create success since it’s your process and your property. Maybe this is something you could look at in front of your continuous improvement panel. We had over 30,000 applications to lawns in 2022, so our communication avenues must be working since we rarely have any issues like this.
  We offer free service calls and would gladly have come to take a look at your area(s) of concern and offer advice for improvement. We’re in business to help lawns be the best that they can be, but you have to let us know when you have concerns so we can be on top of things. There hasn’t been a single service call to your lawn since you signed up, except to go out of our way to come back to treat your back lawn. This was a partnership. With your program, we were only on the lawn every 6-8 weeks. We needed your eyes.
  

  
  

  At no point was there any hostility in my voice. I stated the above facts and said I felt the technician exhausted his options trying to get in touch with you. You told another one of our employees that “it’s 2023. You should be able to text when on the way.” In our opinion, there don't need to be any additional distractions on the road these days.
  We were just doing what you asked. A text message the business day before our visit and a knock on the door before we start. How are we the bad guys? Good luck with your next company. Communication is key. Don’t be mean. It’s easier to be nice.

  
  

  
  David
  

  
  

  PS – our technician noticed possible disease in your lawn today (see screen shot).