Customer Portal Letter

We hope this letter finds you well. As we transition into the new year, we are thrilled to announce some significant updates to our systems aimed at enhancing your experience with us. Over the winter, we have diligently worked on refining our processes to better serve your needs, and we are excited to introduce you to our revamped customer portal.

You may notice some changes as you navigate through our new portal, but rest assured, every adjustment has been made with the intention of making your interactions with us more efficient and user-friendly. We believe these updates will streamline your experience and provide you with better access to the services and information you require.

If you requested a quote for services in 2024 you will be receiving that soon, if you have not already.  The estimate link you receive will take you directly to your new customer portal. Once there we encourage you to explore the updated features and functionalities. Should you encounter any difficulties or have any questions, our dedicated support team is readily available to assist you. Your feedback is invaluable to us, so please do not hesitate to reach out with any concerns or suggestions you may have.

Things to know:

  1. NEW FEATURE – Text Messaging Integration!!!
    1. This is our number used specifically for text messages (513) 643-6433
    2. We recommend saving this number. It will never change.
  2. If there is a mobile number on your account you will receive invoices and estimates via text.
  3. We can also communicate back and forth through our software using this number.
  4. All outstanding invoices on the old system will be lumped into one invoice and added to the new system as a “Balance Forward” invoice.
    1. This will be completed on 2/29. All payments received before then will be applied before the transfer.
  5. You will be receiving all invoices via e-mail and/or text message.
    1. Send us an e-mail if you have a specific preference.
  6. We will no longer be sending out monthly statements. You can view all outstanding invoices in your portal at any time.
  7. We have updated our Payment and Late Fee Policies. You can view it here.
    1. Credit card payments will have the processing fees added to invoice.
      1. 2.8% plus $0.30 per transaction.
    2. (NEW) ACH payments
      1. 0.8% with maximum of $5.00 per transaction.
    3. You can add either form of payment to your account.
  8. We have also implemented a Down Payment Policy which you can view here.
    1. We are not requiring the scheduling down payment for existing customers for the 2024 season but it will be required in 2025. (This fee will be applied to future invoices; it only confirms your placement on the schedule)
  9. Client Portal Instructions are here.

We believe clarity and transparency are essential in fostering a positive relationship with our customers, and we have strived to ensure that our policies reflect this commitment. If you encounter any issues or have concerns about the new policies, please do not worry. Simply contact us, and we can discuss any adjustments or clarifications needed.

Thank you for your continued trust and loyalty. We are committed to providing you with the best possible service, and we are confident that these enhancements will contribute to a more seamless and enjoyable experience for you.

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