OneNeighborReviews of oneneighbor.com

Response from OneNeighborMay 23, 2023

Hi Robert, thanks for your response. I do see that you signed up for bush trimming service, and that North Fort Worth Lawn Care skipped that job. I agree with you that it didn't rain, and that wasn't appropriate. We are going to follow up with them, but I think the reason they skipped it might be because you signed up for 1-5 bushes, but in your notes you mentioned that it's a 30 foot long hedge row that you want to be trimmed from 12' down to 8' tall. At 30' long I don't think any vendor is gong to be willing to cut that down for the 1-5 bushes rate of $39.90. I'd love to work with you to estimate that work appropriately and get a vendor back out there. Again, I'm sorry the vendor didn't handle this one appropriately, but I'm happy to help. Let me know if you would like for me to help you get this resolved.

Response from OneNeighborMay 23, 2023

Hi Mary, Thanks for letting us know about this. I looked back at the support ticket that you filed on April 18, and Julia on our team reached out to you asking for images of the yard showing that it wasn't mowed. We have photos from the provider showing that the yard was mowed and edged on April 18th. We don't show that you responded to that email, and we don't show that you filed any issues in the app showing that the yard was not completed. As you mentioned, you removed your payment information from the app, so the provider has not been paid for that job yet. As I'm sure you would agree it's not fair for a provider to come out and do work and not get paid. Our service providers are customers on our platform as well, so when they aren't paid we advocate for them by sending collections emails. We would love to resolve this for you, but we will need you to access the application and update your payment information so that your service provider receives payment for their work. Thanks, OneNeighbor Support

Response from OneNeighborApr 17, 2023

Hi Shirley, Thank you for providing your account information to me so that I could look this up. I do apologize for the confusion. The initial reason that your service was continued was that the account was Paused instead of Cancelled. We offer the Pause functionality for people who want to pause mowing temporarily, like when they want to handle it themselves, they just installed new sod, or maybe haven't had enough rainfall so the grass is not growing. When an account is cancelled, we do not roll it over into the new season, but when it is paused we do. We charge cancellation fees when a job is cancelled less than 24 hours before it is scheduled to be performed to protect our providers. They build routes, and a late or day-of cancellation negatively impacts them. I have gone in and refunded the cancellation fee that you experienced this March. If this resolves your problem, it would be great if you could revisit this review. Either way, thank you for your time! Matt

Response from OneNeighborApr 17, 2023

Hi PH! Thanks for sharing privately your account information so that I could look this up. I do see that you signed up for a leaf cleanup service, and that the initial provider that you were assigned did reschedule the job a couple of times. I certainly can understand why that was frustrating. I see that you took advantage of the 'Find a New Provider' button, and subsequently the leaf cleanup (!2 bags) was completed without issue. Did this resolve the issue for you? If not, please feel free to let me know. If so, if you would consider revising this rating we would appreciate it. We do try hard to cultivate good service providers, and while it does seem like there was an issue with the first one (which is strange because he's typically an excellent vendor), the software let you find a vendor to complete the job successfully fairly quickly. Either way thank you for your time. Matt

Response from OneNeighborJun 17, 2022

Hi Chloe, Thank you for taking the time to provide your recent experience with our platform. I am very sorry that it did not meet your expectations. Please contact me at [email protected] so that we can rectify this as soon as possible. Thank you!

Response from OneNeighborJun 16, 2022

Hi Swapnil, Thank you for taking the time to provide your feedback, this information is invaluable to us. We provide a 100% satisfaction guarantee, and we stand behind our promises. I’m so sorry to hear that you had a poor experience with the lawn company who was servicing your property. It’s important to us that all of our customers have great experiences with the providers on our platform and receive a five-star quality service, every service. We’d like to speak with you to learn more about your experience and resolve the issue to your satisfaction. Please contact me directly at [email protected]. Thank you, I look forward to speaking with you! -Julia Fraser, Customer Relations Manager

Response from OneNeighborJun 17, 2022

Hi Steve, Thank you for taking the time to provide your feedback, this information is invaluable to us. We provide a 100% satisfaction guarantee, and we stand behind our promises. I’m so sorry to hear that you had a poor experience with the lawn company who was servicing your property, as well as the representative you spoke with. It’s important to us that all of our customers have great experiences with the providers on our platform and receive a five-star quality service, every service. We’d like to speak with you to learn more about your experience and resolve the issue to your satisfaction. Please contact me directly at [email protected]. Thank you, we look forward to speaking with you!