First and most importantly, if we still need to meet your expectations on any of our services or products after the service has been completed, please let us know via one of our many communication channels as soon as possible. We will directly go into action and come up with a solution quickly. Unfortunately, we can only fix what we know is broken.
Custom Lawn guarantees our service to be done at the best level we can possibly provide. When dealing with nature, there are variables out of our control. We strive to provide an upfront expectation of what each of our services intends to accomplish, what we will do, what we will charge, and what the customer’s responsibility is after the service is complete.
We promise to work with each individual until the value they paid for the service is realized. We want to avoid taking advantage of a customer’s trust. We recognize things go wrong, especially when dealing with the environment, and we will work to make things right whenever possible.
When things go wrong, and no solution is reachable that allows our customers to feel we have given them what they have paid for, we ask a simple question. “What do you think you received, and how much should you pay?” We are very simple, honest, and easy to work with, and we plan to keep it that way forever!
Referring party receives full referral amount in agreed upon form (credit or gift) after the referred party meets 1 of the following criteria: Pays for their second service of a complete lawn care program, mowing program or home insect control program, or spends and pays for services over $500. Referred party also will receive the full referral amount in the agreed upon form (credit or gift) after the referred party meets 1 of the following criteria: Pays for their second service of a complete lawn care program, mowing program or home insect control program, or spends and pays for services over $500. There is no limit to the number of times a person may refer a new customer, but a customer can only be referred by one person one time. Previous or moved customers can not qualify for referral bonus as a referred party. Referred customers must be new customers to Custom Lawn & Landscape, Inc.
When we do your sprinkler winterization, we will let you know if we can get all the water out of your system. If we can get all the water out, we guarantee your sprinkler won’t suffer any damage from freezing water. If your sprinkler system sustains any damage from freezing water, we will repair the damaged components when we activate the system the following year. The activation will be done at the regular sprinkler system activation price, but any repairs done to correct the damage done by freezing water will be done for free.
If the winterization results in incomplete removal of all the water from the system, either at the time of the winterization or in the future, i.e., a valve leaking or a valve that is not accessible or available to remove all the water, the sprinkler expert will inform the customer of the deficiency and indicate that he has done all he can to winterize the system properly, indicate the particular deficiencies and recommend a course of action with prices, required to repair those things that prevent the system from being correctly winterized.
“First application free,” “First X services free,” “One free application,” and any other indication of a free service, followed by any text, promotions are offered in one of two ways and decided upon at the sole discretion of the salesperson. The first application of any full program, where all remaining applications are agreed to be completed in a single season, can be offered at a zero charge as an incentive to agree for Custom Lawn to complete the entire remaining services of the program sold. The assumption is that the customer will complete the entirety of the program at the full quoted price less any applicable normal discounts (Sr. citizen, military, neighborhood, etc…). In the case the customer does not complete the entire program of services in the same season, Custom Lawn reserves the right to charge the customer for the free service that was initially provided as an incentive to agree to completing the entire program. The other option the sales person has is to discount all the services in the program the price of one application, spread over all of the remaining applications, before sales tax is applied. In this case, the customer is under no obligation to repay any discounted amount upon cancellation at any time.
When seeding your lawn, we guarantee to apply the best seed and best additives to help the seed as they were ordered by our customers. We guarantee to work with our customers, letting them know in clear terms, what they are responsible for doing after the seed has been applied. If all recommendations are followed by the customer as determined by a meeting between the customer and a lawn expert, and the seeding fails, we will, at no charge, re-seed the lawn until the results the customer wants, are achieved. If it is determined by a lawn expert and the customer, that proper followup care was not provided, the lawn expert and the customer will agree on a new course of action and price for that course of action before any additional seeding is done.
Custom Lawn and Landscape Inc. cannot be responsible for any damage to underground obstacles that are not marked. Therefore, TV cables, telephone, electric connections, gas lines, underground dog fences, and lawn sprinklers should be clearly marked with prominent flags or brought to the attention of any landscape crew before any ground-disrupting work begins.
The trees and shrubs you buy from Custom Lawn & Landscape, Inc. are guaranteed to be healthy and grow well if planted and cared for properly. If any Custom Lawn & Landscape, Inc. tree or shrub fails to survive one year from the date of purchase, a consultation with a Custom Lawn & Landscape plant health expert and the customer will be ordered to be completed within a week of being informed of the failure of the plant. If the customer and the plant health expert agree that the failure of the plant was due in part to actions of the customer, the customer and the plant health expert will agree on a course of corrective action and a clear price to remedy the results of the plant failure. If the customer and the plant health expert agree that the failure of the plant was in no part due to any fault of the customer, the customer will receive a one-time replacement with the following exceptions:
The plants listed below will only be guaranteed until Dec 31 of the year the plant was purchased.
Roses, Japanese Maple, Pieris Japonica, Dogwood trees, Crape myrtle, Hemlocks, Rhododendrons, Spruce trees, Azaleas, and others communicated by the account manager at the time of the sale.
No guarantee on transplants, annuals, perennials, bulbs, sod, ground cover, tropicals or plants used indoors or set in above-ground planters.
Please leave the dead plant in the ground and notify us within the guarantee period, and we
will replace it. No cash refunds will be given.
Custom Lawn & Landscape, Inc. is not responsible for replacing plants that have not received the proper
care. Examples may include plant material that was over or under-watered, damaged by machinery after installation that a Custom Lawn employee is not operating, animals, chemicals not applied by a Custom Lawn employee, insects, vandals, or acts of nature.
Some plant material substitutions may be made at the discretion of the designer based on
If we do any damage to your property or property of others while we are servicing your property, notify us as soon as possible after the damage is done. We will dispatch an account manager if necessary to confirm the damage and will begin the repair process immediately. We guarantee that any damage we do to your property with our people, equipment or products will be repaired to the expectations of the initial sale, by us at no charge. We will use our people when ever possible to repair and re-do work. In the event the damage is done to an area or part of your property that we do not regularly care for, we will first work with our network of repair people to find a complete solution to repair the damage. In some cases, when we determine that we can not provide a solution, we will reimburse the customer for any repairs they have to pay for due to damage done by our people, equipment or products.
All promotions and guarantees are voidable by Custom Lawn & Landscape, Inc. if the customer’s account exceeds 90 days past due for the service being guaranteed.