LawnMowingOnline

In some areas $19 is not enough to have a property mowed. Rather than trying to determine what areas are more expensive we have allowed customers to decide. Customers can add a tip now on the order page or after the order is placed. Multiple tips can also be added then if the customer feels it is needed. This customer did not cancel and still has not cancelled their order despite being sent several emails explaining how to cancel and even after a contractor accepted the order the customer still did not login and tell the contractor not to mow or that they wanted to cancel.

Customer agreed to be charged $15 early cancellation fee. Fee is in 3 locations: TOS that all customers must agree to before ordering, the FAQs, and on the cancellation page the customer read and agreed to before cancelling.

http://www.lawnmowingonline.com/kb/faqs#q24

24. I placed a order and quickly cancelled and was charged a $15 fee, what was the fee for?
A: Cancellation fees are very common in service industry type businesses. Doctors, dentists, hair salons, moving companies and many other businesses charge fees if a appointment is cancelled within a certain time frame of when the service is being provided. So we adopted the same polices that those businesses do. If a person schedules services and cancels within 2 business days of the order being placed LawnMowingOnline reserves the right to charge a $15 fee. The policy has worked exactly as expected, more orders are getting accepted and mowed and fewer orders are being cancelled. Avoiding this fee is simple, just do not cancel within 2 business days of scheduling service. For example, if you order May 1st for mowing on May 2nd, do not cancel on May 1st, May 2nd (1 day) or May 3rd (2 days). The order can be cancelled on May 4th (3 days since May 1st) and there will be no fee. Of course by then the order will likely be accepted by a contractor and already mowed so there would no longer be any reason to cancel.

To make sure every customer knows about the cancellation fee it is listed in 2 places. It is listed on the Terms of Service page that all customers agree to before placing an order and the cancellation fee is explained in bold text and underlined on the cancellation page that all customers must fill out to cancel an order.

We mow thousands of yards a year for $19 each so it's not a lie. Should we apologize we charge more for very large yards or extremely tall grass? I suppose when you order pizza, the small pizza is the same as the extra large, and unlimited toppings are free? $19 for a quarter acre is a very cheap price, and since it takes longer to mow 2 feet of grass or a 1 acre lot, we have to charge more for that.

Tips are up to the customer, but in some areas of the US $19 is not enough to have a property mowed. Rather than trying to determine what areas are more expensive we have allowed customers to decide. Customers can add a tip now on the order page or after the order is placed. Multiple tips can also be added then if the customer feels it is needed.

I'm not sure what the complaint is here, seems like everything Sharon is complaining about is very clearly spelled out on the website before an order is placed, so if she hated the website before ordering why order? NO, we don't have a phone number, because paying a call center to answer phones 80 hours a week costs thousands of dollars a week. We would need to raise prices significantly to pay for that, and only 1 out of every 1,000 orders request a phone call, so why should we charge everyone for a phone number to make 1 out of 1,000 customers happy? It would be great if we could make every customer happy, but it does not make sense to spend thousands a week to only earn a few dollars profit from that 1 customer's order. If that 1 customer needs phone calls there's plenty of local companies that charge double or triple what we do that will happily answer the phone and mow their lawn. Who knows, maybe someday we will add a phone call for $20 extra for those 1 out of 1000 customers that really must talk to someone on the phone.

I'm not saying the business model is perfect, but as you can see from the hundreds of positive reviews on our website it's almost perfect.

Every customer that requests a refund within 3 days of the lawn being mowed is given a 100% full refund. The reviews on sitejabber are real, sitejabber closely screens all reviews to prevent companies from leaving dozens of reviews for themselves. LawnMowingOnline.com has not received any complaints about ditches left in a yard in Austin and has never received an order from a customer named "Pete" so we do not know who this person is, possibly a former contractor that was removed from the website or a rival company that does not like that we offer lawn mowing in Austin for $19.

Customer agreed to be charged early cancellation fee. Fee is in 3 locations: TOS that all customers must agree to before ordering, the FAQs, and on the cancellation page

http://www.lawnmowingonline.com/faqs.php#Q44

24. I placed a order and quickly cancelled and was charged a $15 fee, what was the fee for?
A: Cancellation fees are very common in service industry type businesses. Doctors, dentists, hair salons, moving companies and many other businesses charge fees if a appointment is cancelled within a certain time frame of when the service is being provided. So we adopted the same polices that those businesses do. If a person schedules services and cancels within 2 business days of the order being placed LawnMowingOnline reserves the right to charge a $15 fee. The policy has worked exactly as expected, more orders are getting accepted and mowed and fewer orders are being cancelled. Avoiding this fee is simple, just do not cancel within 2 business days of scheduling service. For example, if you order May 1st for mowing on May 2nd, do not cancel on May 1st, May 2nd (1 day) or May 3rd (2 days). The order can be cancelled on May 4th (3 days since May 1st) and there will be no fee. Of course by then the order will likely be accepted by a contractor and already mowed so there would no longer be any reason to cancel.

To make sure every customer knows about the cancellation fee it is listed in 2 places. It is listed on the Terms of Service page that all customers agree to before placing an order and the cancellation fee is explained in bold text and underlined on the cancellation page that all customers must fill out to cancel an order.