Emerald Lawn Care

I first want to apologize that you received less than stellar customer service, as we take those concerns to heart. I wanted to take a moment to go over your concerns: 1.) Per our crews and the pictures that you have sent give us a little clarity to your property and the concerns you have. We have policies when it comes to the obstacles, as we have to prevent damages to fences, lights in the lawn, and hoses in the lawn. These obstacles prevent us from getting a close cut. We do this to prevent damage and do our best to get as close as possible. 2.) I do have three of these emails one a month over the last 3 months, I checked and I see that we are responding within the 24 hours that we have as a company policy. We can not always get a crew back out in 24 hours, but we can within 48 hours, and per our records I do see that we held up to that promise. 3.) The reason we request you to wait until the next service is because, we may send the crew back out to the property to take care of the concerns this week and then we will notate your account to ensure that the error is consistently resolved, but you may have a different crew than the week before. But, again we will always send a crew back out, no matter how many times to ensure that you are satisfied with the services. 4.) After speaking with Lidia about your concern as well as being in her office at the time of the phone call, I understand that she was not intending to imply that you were being rude, but that you were not giving her the same respect that she was giving to you at the time of the call. We use commercial grade lawn mowers are self propelling, and our crews are unable to run with the mowers, though it may appear that they are running with the mower they are not. If our crews were to run with the lawn mower they would be unable to push it faster the the propelling allows. I also received your request for a free month of services, but we are unable to provide you with a free month, as we send crews back out as many times as needed to correct the job. We understand your concerns and we will work with our crews to ensure these concerns are corrected, we appreciate your review and your business.