Rates and Price Increases
1. What is the difference between list price and grandfathered price?
The list price is the standard rate that new customers pay for services, which is generally higher than the grandfathered price. Customers who have been with us for a long time benefit from a grandfathered rate, meaning they pay a lower price that is protected from regular increases, provided they maintain their service.
2. How often do price increases occur, and what is the typical percentage?
Price increases occur every year, with a standard increase of 5% applied to grandfathered customers. This adjustment is primarily to cover rising material and delivery costs. As a result, our list price may increase by 7%-10% percent during these adjustments.
3. Why might my neighbor pay less than I do for the same service?
Your neighbor may be paying less if they have been a customer for a longer period, as their price may be grandfathered in at a lower rate. This means that, although you may have a similar lawn size, the length of their customer relationship may afford them better pricing compared to newer customers or those who haven’t maintained service continuity.
4. What happens if I cancel my service and then decide to return?
If you cancel your service, upon returning, you will be subject to the current list price, which is typically higher than the grandfathered rate you had prior to cancellation. This policy incentivizes customers to maintain their service rather than canceling, as it ensures they keep benefiting from lower, grandfathered rates.
5. Is there any way to avoid price increases as a long-term customer?
Unfortunately, all customers will experience periodic price increases, but long-term customers benefit from grandfathered pricing which is typically lower than the current list price. To minimize the impact of increases, it is advisable to maintain your service without interruptions, as this will allow you to retain your grandfathered status and enjoy lower rates.
Payments and Discounts
What are the different payment options available for services?
Customers have three payment options: prepay, auto pay, and invoice pay. Prepay offers discounts based on payment timing, with 10% if paid by December 31 and 5% between January 1 and February 15. Auto pay requires leaving a credit card on file, charging after each service, while invoice pay involves receiving an invoice post-service which must be paid immediately.
How do the prepayment discounts work?
Prepayment discounts are tiered to encourage early payment, crucial for maintaining staff during off-peak months when revenue is low. By prepaying by December 31, customers receive a 10% discount. Payments made between January 1 and February 15 earn a 7% discount, and payments made after February 15 until the service start date receive a 5% discount.
Why are the discounts structured this way?
The discount structure is designed to support our business model, as we do not generate revenue during the winter months (December to March). Early payment helps us retain year-round staff, which reduces turnover and improves service quality. The 10% discount closely aligns with our profit margin, facilitating better customer service continuity.
What happens if I choose invoice pay and do not pay on time?
With invoice pay, payments are due immediately upon receipt of the invoice left on your door. If payment is not made within 60 days, your account will be placed on credit hold, stopping further services until payment is received. If the invoice remains unpaid for over 90 days, interest charges may apply, impacting your overall service experience.
What are the benefits of using auto pay?
Auto pay simplifies the payment process by automatically charging your credit card after each service is completed. This ensures that there are no interruptions in service due to missed payments, which can affect the results of your lawn care. Many customers prefer this method for its convenience and reliability, allowing for seamless service throughout the year.
Point of Contact
What should I do if I have a question or concern about my service?
If you have any questions or concerns regarding your service, please contact customer service directly instead of reaching out to your sales representative. Sales reps often have other responsibilities, such as performing aeration services, which may delay their response. Customer service is specifically designed to address your inquiries promptly.
What are the customer service hours?
During the active season, customer service operates from 8 AM to 5:00 PM. In the winter months, hours are reduced, so it’s possible that calls may go unanswered if agents are on other lines. If you don’t reach someone, please leave a message, and rest assured that the team will return your call as soon as possible.
How does customer service handle call logs and service calls?
Customer service maintains internal call logs to ensure that every customer receives a callback. If your query requires specific answers from a technician, customer service will communicate with them directly. They can also schedule service calls, which allow technicians to revisit your lawn and address any issues between scheduled applications.
Are service calls available to all customers?
Service calls are available only to full-program customers who have opted for six applications. Customers who choose a reduced number of applications, such as four, are not eligible for service calls or guarantees. Technicians will assess the situation during their visits to determine if a re-treatment is needed based on specific restrictions.
How long can I expect to wait for a response from customer service?
While customer service strives to respond to all inquiries on the same day, peak seasons, especially in April, may cause delays. It’s essential to be patient, as the team is dedicated to returning calls and addressing each customer’s needs efficiently. Avoid leaving multiple messages, as this can create confusion.
Continuous Service
1. What does “continuous service” mean in the context of your lawn care program?
Continuous service means that our lawn care program does not end at the year’s conclusion. We will resume services each spring, ensuring your lawn receives care without interruption. This includes ongoing treatments like aeration, overseeding, and fungicide applications.
2. How can I modify or cancel my lawn care services?
If you wish to remove a service or cancel your entire program, simply call our office. There are no cancellation fees or penalties for changing your service. Our team is ready to assist you with any modifications you need at any time.
3. What is the prepay discount offer I can expect?
At the end of the year, we will send you two prepay letters. The first, sent between late November and early December, offers a 10% discount for prepaying your services. The second letter, sent in January, will provide a 5% discount, valid until mid-February 15.
4. What happens if I do not respond to the prepay offers?
If we do not receive a response to the prepay offers, we will follow up with phone calls. The first call will take place in February to remind you of your scheduled services and the prepaid discount. If we still don’t hear from you by March, we will call again to confirm your upcoming application and address any questions you might have.
5. How do you ensure timely applications for lawn care services?
Despite the continuous nature of our service, we prioritize communication. By sending two letters and making follow-up phone calls, we ensure you are informed about your scheduled services. This proactive approach helps us manage your lawn care effectively, controlling grass and weeds throughout the growing season.
Rescheduling
1. What is the policy on rescheduling services?
We strive to avoid rescheduling services to ensure optimal results. It’s important that services are performed in conjunction with your neighbor’s schedule to prevent disruption and maintain quality. However, if necessary, please contact us.
2. Are there any fees associated with rescheduling?
Yes, the first reschedule is complimentary. However, if you need to reschedule multiple times, a fee of $50 will apply for each subsequent rescheduling request after the first one.
3. Why might my service need to be rescheduled?
Services may need to be rescheduled due to various factors, such as ongoing construction work like a roof installation or yard work that prevents access to your lawn. Our goal is to ensure that services are effective and not hindered by external factors.
4. How do I reschedule my service?
To reschedule, please contact our customer service team via phone or email. Provide your details, and we will assist you in finding a suitable alternative date and time for your service.
5. What should I do if I have additional questions about rescheduling?
If you have further inquiries about our rescheduling policy, feel free to reach out to our customer service representatives. They are available to clarify any concerns you may have regarding the rescheduling process and associated fees.
