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Owen’s Landscaping is committed to providing reliable, professional, and respectful support. This page outlines our service level expectations, satisfaction guarantees, and conduct policies for both customers and our team.
Service Level Agreements (SLAs)
Our SLAs define standard response and resolution timelines for customer inquiries and service issues.
Support Response Times
General inquiries: within 1 business day
Billing and payments: within 2 business days
Service issues and complaints: within 1 business day
Damage claims: initial review within 72 hours
Weather-related updates: real-time or within 12 hours
Service Issue Resolution Targets
Minor issues (e.g., missed trimming, access confusion): 24–72 hours
Re-service scheduling: within 1–3 days
Snow removal complaints: same day to next day depending on storm severity
Billing disputes: 3–5 business days
Property damage claims: up to 7–14 days depending on scope
Emergency or Priority Cases
Priority response applies to:
commercial contracts
safety hazards
snow emergencies
repeat service failures
For emergencies, customers will be placed in the next available route window.
Satisfaction Guarantee
We strive to deliver professional service every visit.
The Guarantee Includes
work performed as described in the booking or estimate
completion within reasonable service windows
cleanup and finishing
equipment and crew professionalism
adherence to safety and property care standards
If the final result does not meet expectations, customers may request:
free re-service or a service credit when re-service is not possible
Customer Requirements for Guarantee
To qualify for re-service:
report concerns within 24–72 hours
provide access for corrective visit
note specific areas of concern
allow our team to assess on-site
Exclusions
Guarantee does not cover:
weather-related limitations
access issues (locked gates, pets, vehicles)
requested work not included in the original service
pre-existing property conditions
damage caused by hazards (sprinklers, wires, etc.) not disclosed
Customer Conduct Expectations
We value respectful communication and a safe working environment.
To deliver services effectively, the following expectations apply:
Customer Conduct Requirements
Treat crew and support staff with respect and professionalism
Provide truthful and accurate information
Do not threaten or harass employees
Do not interfere with crews while operating equipment
Do not request unsafe or non-standard work
Access & Preparedness
Customers should:
secure pets
unlock gates
clear major obstacles
communicate hazards
update contact information
Abuse & Refusal of Service
We reserve the right to refuse, suspend, or discontinue service in cases of:
harassment or abusive language
repeated unsafe property conditions
non-payment or disputed access
unsafe pets or aggressive behavior
violations of service agreements
Escalation may involve:
Support Manager
Operations Manager
Owner (if necessary)
Insurance & Safety Compliance
Our crews will not:
remove safety guards from equipment
enter confined or hazardous spaces
perform work not covered by insurance
operate in unsafe weather or conditions
Common Questions
“What happens if I’m not satisfied?”
We will attempt re-service or provide credit when appropriate.
“Are abusive customers refused service?”
Yes. We prioritize employee safety and respectful communication.
“How fast will I receive a response?”
Standard inquiries are addressed within one business day.
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