Featured Landscape Tip
Frequently Asked Questions
Welcome To ProGrass Landscape Care & Design!
Thank you for choosing ProGrass! Our goal is to give you a beautiful landscape and the time to enjoy it! To familiarize you with our services, we’ve listed some questions we’re frequently asked.
General Questions
Do you have a new customer referral program?
Yes. If you refer a new customer to us, we will credit your account $35 as a thank you for your trust in ProGrass.
I have a question about my service. What should I do?
We encourage you to contact us! You may contact customer service at 800.776.4727 or contact us with any questions, comments or concerns. We strongly believe that immediate communication allows us to serve you best. We have a supportive staff of customer service representatives who can answer your questions. You will receive a prompt response to resolve your question, usually by the end of the following business day.
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Yes. Our owners personally recognize employees who go ‘above and beyond’. Please let us know if you believe an employee should receive special recognition for a job well done.
What if I need to cancel my service?
Cancellation or suspension of service can be done at any time for any reason. We ask for 2 weeks prior notice, either in writing or by contacting us at 800.776.4727. We will confirm your service cancellation or suspension with you, and if necessary, prorate your service billing.
What should I do if I’m not happy with the results of my service?
We want you to be satisfied! If you notice that a specific treatment is not effective, we urge you to contact us right away. We will return and diagnose the problem and if a treatment is found to be ineffective, we’ll re-treat at no additional cost. If the problem results from improper maintenance, environmental stress or other factors beyond our control, we’ll provide professional consultation on ways to correct the situation. This consultation is provided at no cost to customers with ongoing landscape service programs.
NaturalCare Services
Can the technician call me before each service?
You may request a call from your technician if you’d like to meet for the first treatment. However, it isn’t necessary to be home for service. In the case of an unfriendly dog, we can make prior arrangements. If you have a locked gate, we’ll offer you a free lock as an alternative to receiving a call before each service. We want to avoid interrupting your service schedule so that you receive a visit on the same day as your neighbors.
Do I sign a contract? How long will I continue to receive service?
You do not sign a contract. However, services are continuous. Each year, we’ll automatically renew the services you had the year before.
How and when do I pay for my service? Do you have any discounts available?
An invoice will be left at your door following each service unless other arrangements are made. Payment is due 20 days after the service is performed. ProGrass offers a discount if you choose to prepay for your service annually.
How much training do ProGrass technicians have?
Our technicians undergo extensive training led by a staff of landscape professionals. Technicians must complete a series of tests before receiving state-issued licenses. We also take the extra step of continuing education for our technicians.
How soon will I see results after a service?
Every landscape is unique, and results vary. Landscapes respond differently depending on the type of treatment provided and pre-existing landscape conditions. Most commonly, you will see a noticeable change within 10-14 days.
How soon will my first NaturalCare treatment be done? How often will you service?
Your first treatment is generally completed within 7 working days. Treatments are automatically scheduled every 5-7 weeks.
What will the service technician do when he or she arrives?
The technician will knock at your door upon arrival to let you know he or she is there to perform service. After the service is completed, a detailed report, notes and invoice will be left for you.
PremiumCare Mowing/Maintenance Service
How often do you service with PremiumCare?
Your PremiumCare technician will visit 52 weeks a year, ensuring your landscape always looks its best. From Spring to Autumn, your technician will likely spend a bit more time in your yard, mowing, edging and performing landscape debris cleanup. During the Winter months, your technician will focus on leaf and storm debris removal, plus season-specific treatments like Limestone.
What happens when my regular schedule date is on a holiday?
During the weeks of Thanksgiving, Christmas and the 4th of July, some customers may have service on a different day than usual, but your weekly service will be completed.
Why doesn’t my pricing go down in the Winter?
The price for your PremiumCare is based on the amount of time it will take to maintain your landscape for an entire year, split into 12 equal payments.
Sprinkler/Irrigation Systems
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If you no longer have your system manual, please contact Customer Service at 800.776.4727. Often, we can help you over the phone or determine if there is another issue such as a battery which needs replacing.
I have an old sprinkler system that doesn’t work very well anymore. Is there something I can do?
Yes. ProGrass make necessary repairs or retrofit your system to bring it up to today’s much better efficiency standards.
My sprinklers aren’t working right. Can you send someone out to look at them?
Yes, a licensed irrigation technician can come out to troubleshoot your system. Depending on the problem, we may be able to fix the problem during this inspection visit. Other times, we will need to schedule a second visit to complete the repairs. Contact Customer Service at 800.776.4727 with questions or to inquire about a service visit.
My water purveyor sent me a postcard about a back flow test. What is this? Can you test it for me?
Your sprinkler system has a backflow device to prevent contamination of your home’s drinking water. These devices must be tested once a year by a state-certified, licensed irrigation technician. ProGrass is certified to test your backflow device in most areas. You generally do not need to be home for us to perform this test. In addition to providing you with a full report, we will mail the results for you to your water purveyor.