Service Issues & Complaints

We work hard to ensure every service meets our quality standards. If something is not right, we want to know. This page explains how to report problems, how re-service works, our damage claim process, and how issues are escalated when needed.

How to Report a Service Problem

Customers may report service concerns through:

• Online File a Complaint or Concern form (preferred)

• Email with photos or description

• Calling our support center

• Replying to your service completion message

When reporting, please provide:

• Property address

• Date of service

• Description of the issue

• Photos if applicable

We will acknowledge the concern within one business day.

Quality Guarantee Policy

Owen’s Landscaping offers a satisfaction guarantee for most services, including mowing, trimming, basic cleanup, and snow removal.

Guarantee includes:

• Work performed as described in your booking or estimate

• Professional standard results

• Service completion within the confirmed window

If the service does not meet expectations, we will either:

• Re-service at no cost, or Apply a service credit

Guarantee excludes:

• Issues caused by weather

• Property access restrictions

• Hazards or obstructions not disclosed

• Services not included in the original booking

Re-Service and Redo Process

If a service does not meet standards:

1. Review the reported issue and photos.

2. Contact you if more details are needed.

3. Schedule corrective service within 24–72 hours.

4. Document completion and send confirmation.

Customers are not charged for corrective work when it is due to:

• Missed areas

• Quality problems

• Incorrect service application

Charges may apply for:

• Additional add-on services

• Issues caused by access restrictions

Damage Claims

We take property protection seriously. If accidental damage occurs:

• Report the issue within 72 hours of service.

• Submit photos and description.

• Support will begin an investigation.

Eligible damage claims may result in:

• Repair by our team or contractor

• Replacement or reimbursement

• Insurance referral (for major incidents)

Damage exclusions may include:

• Pre-existing property conditions

• Areas not visible or accessible

• Underground lines without marking

Landscaping Satisfaction Rules

Satisfaction criteria include:

• Proper mowing height

• Even trimming and edging

• Debris removal

• Blowing walkways and driveways

• Snow removal down to safe and accessible levels

• Clean and professional finish

Service quality standards may vary slightly based on:

• Weather

• Terrain

• Property conditions

• Seasonal equipment limitations

Snow Removal Emergency Policy

During heavy snow or severe winter storms:

• Emergency routes and commercial clients may receive priority.

• Delays may occur due to road conditions and township restrictions.

• Safety of crew and equipment is prioritized.

We will:

• Provide storm update notifications

• Route teams based on accessibility

• Re-service or salt return visits if needed

Customers should maintain clear property access where possible.

Escalation Levels

Level 1: Support Agent
Initial review, documentation, simple service corrections.

Level 2: Service Lead
Quality evaluation, scheduling re-service, customer communication.

Level 3: Operations Manager
Complex complaints, damage claims, repeat issues, policy application.

Level 4: Owner (as needed)
High-impact complaints, unresolved claims, commercial escalation.