Customer FAQs

Summary of changes

  • Our field technicians will specialize in specific services (mowing & blowing, spraying for weeds, hedging, or seasonal plant trimming). This means you will get separate visits, with more focus on each service. Your frequency for mowing & blowing will be the same as before.
  • Each of these services will have a separate subscription and separate visit frequency. You can add or remove these services at any time.
  • You will be charged after each visit instead of pre-billed each month. Your total price will stay the same as before.
  • We’re replacing custom tasks with a simplified “Read first” notes section that stores only access and service information. Each technician that services your property will read this first. Important information from your account will be transferred and kept in the “Read first” section.
  • Your current service day should stay the same, but we will no longer be allowing scheduling time or day preferences.
  • Visit report photos will be discontinued.

General

Do I need to do anything about the changes ezhome is making to my service?

You do not need to do anything – your service will continue as usual, and you will see these changes in your account and your service shortly. We hope you will be happy with the outcomes!

Why are you making these changes?

We are making these changes to deliver a more consistent, reliable service, and to give each task the attention it needs. For example, hedging requires different skills than mowing or edging, so having technicians that specialize in this skill will help us do a better job in your yard.

I have multiple properties, and some have changed, while others did not. What happened?

We are rolling out these changes by geography, so you may see these changes earlier for some properties.

Pricing and billing

Will my price change?

Don’t worry, your monthly price is staying the same! These changes aim to improve our service quality and give you the best value for money. We will create your new “package” automatically and price it to match your prior price.

How did you determine the prices going forward? Can I keep this price if I change my subscription?

We kept your price per visit and frequency the same as before. Weed spray and Power hedging are included with your Mowing & Blowing service at no additional cost. If you previously had our Organic Add on, we have not included Weed spray in your package.

Note that the price you see for Mowing & Blowing, Weed spray and Power hedging is lower from what new customers would get. Unfortunately, if you choose to cancel any service we cannot add it back later at the same price.

How will my billing change?

You will be charged after each visit, so you always know exactly what you are paying for, instead of every month. You can always check the charges in your account.

Service plans

How will my Basics plan change?

Basics customers will see the following products in their account:

  • Mowing & blowing – visits with same frequency as the Basics plan you had before
  • Weed spray (skipped if you previously had the Organic add on) – visits 12 times per year
  • Power hedging – visits 4 times per year

What is the new package for Full service?

Full Service customers will see the following products in their account:

  • Mowing & blowing – visits with same frequency as your Full Service plan had before
  • Weed spray (skipped if you previously had the Organic add on) – visits 12 times per year
  • Power hedging – visits 4 times per year
  • Annual trimming of perennials – 1 visit per year

Why is ezhome doing separate visits? 

Our field technicians will specialize in specific services (mowing & blowing, spraying for weeds, hedging, or seasonal plant trimming). This means you will get separate visits, with more focus on each service. Your frequency for mowing & blowing will be the same as before.

I am a Full service customer. What is included in an annual trimming of perennials and how will it benefit my yard? What will you do about deadheading?

The annual trimming of perennials was designed based on input from our expert gardeners on staff, and is meant to promote healthy growth and flowering of your plants, while removing unsightly debris at the end of the season. This is best done in late fall or early spring. We will schedule this automatically when your plants are ready, and let you know.

The visit will include:

  • Power hedging of flowering bushes where appropriate (e.g., lavender, rosemary, oleander once done flowering)
  • Hand trimming of bushes (e.g., mexican grass, Lantana, sage)
  • Containment of vines (e.g., ivy or morning glory)
  • Cutting down growth or spent stalks (Agapanthus, ornamental grasses)
  • Removal of unwanted volunteer plants or tree saplings and deadheading

The visit will not include: debris removal to off site (will be put in green bin); rose pruning or tree pruning (available separately).

Customization

What happened to my custom tasks? Why can’t I add custom tasks?

To ensure clarity and consistent delivery, we are replacing custom tasks with a simple “Read first” section that stores only access and service information. Each technician that services your property will read this first. Important information from your account will be transferred automatically and will be kept in the “Read first” section.

Why am I not getting visit report photos anymore?

Visit report photos will be discontinued. Many of you indicated you do not need these photos, since it’s easy to see the state of your lawn after the service.

Why can’t I customize my service anymore?

We started out aiming to offer an excellent gardening service, supported by technology and customized to meet all of our customers’ needs. As we grew, we realized that we were failing to deliver a consistently great experience for some of our customers. As individual preferences can be quite different, we cannot reliably offer a high level of customization – we are making these changes so we can reliably deliver on our promises.

Scheduling

Why can’t I add scheduling constraints?

We are making some tweaks to our scheduling to allow your gardener to spend time servicing yards instead of driving. Your service day will most likely remain the same, but we will do our best to service neighbors on the same day. We will also tweak our schedule to start after 8am so we don’t wake you up early in the morning! To enable these improvements, we will no longer have the 10h blocked time.

Will my service day change?

Your service day will most likely remain the same, but we will do our best to service neighbors on the same day. In the future it may change occasionally.