ComplaintsforLawn Love Lawn Care

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 12, 2024 I tried a company name LawnLove out for lawn services at my home. On 6/15/24 A lawnlove specialist came out to service my yard. The job was incomplete but because it was $19.99 to try I paid the $19.99 and attempted to cancel the service. I went into the Lawnlove app and followed the cancellation steps which ended with confirming via phone. I called the number given and the number wasn't in service. On 6/17/24 someone showed up at my home stating they were there to complete the job. I informed the gentlemen I no longer wanted service and I cancelled, I then asked for a good number to contact the company and he gave me the same number that was out of service. I emailed the company that I wanted immediate cancellation.On June 19, 2024 my account was debited $23.41 via debit card (ending 0392). After several attempts to cancel the service, I thought my email to Lawnlove via the app was sufficient enough for them to stop the service. No one showed up anymore for a while however, my account was debited $65.81 on July 11th almost 22 days after the 1st debit. I instantly called my bank and disputed the charges once I noticed it. (14871472-still pending). I was told I needed to order a new debit card to ensure that the company doesn't do it again. I noticed the $65.81 after seeing $50.41 debited 8/7/24. I filed a claim on the $50.41 as well. (******** - DENIED). After seeing the denial i was livid. I tried contacting lawnlove again via email and again told to click a link that didn't work. It is impossible to cancel this service at this point so my bank should've protected me. But it didn't. I gave them the emails sent for cancellation so they could see the number didn't work or the link. Still they denied it saying I didn't cancel the service. I explained I couldn't. So Chime created a block on the account and I received a new card. Lo and behold 10/30/24 I wake up to another $50.41 pending.

  

  Business response

  11/07/2024

  Hello Jamise,
  
  Warm greetings!
  
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Upon thorough examination, we've verified that our Experience Specialist, *****, has already been in touch with you regarding your concerns. She has informed us that she processed 2 refunds in the amount of $100.82 to the card on file. Kindly allow 7-10 business days for the refund to reflect in your account.
  
  We'd greatly appreciate it if you could let us know whether ******* assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of LawnStarter
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged for a lawn mow after I cancelled the service

  

  Business response

  10/16/2024

  Hello *****,
  
  Warm greetings!
  
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Upon thorough examination, we've verified that our Experience Specialist, *****, has already been in touch with you regarding your concerns. She has informed us that she processed a refund of $60.99 to the card on file. Kindly allow 7-10 business days for the refund to reflect in your account.
  
  We'd greatly appreciate it if you could let us know whether ******* assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of Lawn Love
  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive tried to cancel this service multiple times and recieve an error when I try to cancel it.

  

  Business response

  10/04/2024

  Hello ******,
  
  Warm greetings!
  
  I'm writing to address your Better Business Bureau (BBB) complaint (#********) and extend our sincere apologies for any inconvenience you may have experienced.
  
  After a thorough review, we noted that the issue with canceling your lawn mowing service was related to our 3-Cut Policy. However, as a one-time courtesy, we've gone ahead and canceled your Lawn Love account. Rest assured, you will not be charged for any services, and no further visits will be scheduled for your property.
  
  If you ever need our services again, whether next season or in the future, please dont hesitate to reach out. Wed be more than happy to help keep your lawn neat and beautiful.
  
  We hope this resolution meets your satisfaction. Your feedback is invaluable to us, and we'd love to hear if this has successfully resolved the issue to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of Lawn Love
  

  
  

• Initial Complaint

  10/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got this lawn service for my disabled husband as a Fathers day gift. I noticed after the first couple of services they were only MULCHING the lawn and not bagging it and hauling it off (this is not a clear option on the website). I called them and asked to add the bagging service which took my bill up from ***** every two weeks to ***** (it was only supposed to be $15 extra). I caught them on 09/21/24 mulching my lawn again. I talked to the lawn care person and he said he didn't see the bagging service on my account. I then called them and they went back through the account and saw that I did indeed add the service. But again they don't have it added to my account. We have spent over $150.00 in Scotts turf builder and Weed and Feed and the weeds in my lawn are awful. This is the worst my yard has looked in 20 years. So when I called them on 09/21/24 the customer service *** said he would rectify the problem including pulling the weeds out of the flower beds that have choked out $50.00 worth of plants that were planted there. I haven't heard anything back, then I looked in my bank and they have charged me again. I got the text saying they were coming on 10/05/24 so I called the customer service line, they still don't have the bagging service on the account and I am annoyed they charged me before the service was complete. I want it done right or all the money refunded including adding the the $200.00 I have spent trying to kill weeds. And $200.00 is cheap, because we bought other things like preen. I just get a run around calling their customer service.

  

  Business response

  10/11/2024

  Hello Lori,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #22378072.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists Megan, already reached out to you regarding your concern/complaint. Megan sent you an email as we aim to make things right.  We would highly appreciate it if you could respond to Megan’s email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  Janice, Lawn Love
  
  

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me for services and never show up to do them twice and on the app it shows where they cancelled for that day and still charge me

  

  Business response

  10/03/2024

  Hello Vandolar,

  Thank you for getting back to us.
  

  Please allow us to clarify your bill.
  
  Lawn Mowing at ********************* on 2024-06-07 - $19.99
  Additional charge for long grass for Lawn Mowing at ********************* on 2024-06-07 - $56.00

  TOTAL: $75.99
  

  You may also view your Billing History through your Lawn Love account and here's the link for your reference: *******************************************************************************************************************
  
  View Billing Statement
  1. Log in to your LawnStarter/Lawn Love app.
  2. Select Profile at the bottom right corner of your dashboard.
  3. Select Billing History.
  4. Your billing history will populate with the most recent transactions appearing at the top.
  5. Select the drop-down arrow to view a specific lawn mowing charge.
  
  Read Billing Statement
  1. Log in to your LawnStarter/Lawn Love app.
  2. Select Profile at the bottom right corner of your dashboard.
  3. Select Billing History.
  4. Your billing history will populate with the most recent transactions appearing at the top.
  5. The Charge Confirmation section displays the total amount charged to the card on file:
  6. The total amount charged to the card on file.
   7. The confirmation number of the charge.
  8. The Service section provides a breakdown of the charge associated with your service.
  - Service name
  - Property address
  - Price per service
  - Trust & Safety Fee (for Lawn Mowing services)
  - Tip, if applicable (The tip option will only appear if a Pro is rated 5 leaves).
  - Taxes, if applicable 
  - Total
  

  We will also reach out to you and send the before and after photos that your pro submitted that show the state of your lawn before the lawn mowing service on Jun 7, 2024.
  

  Please keep an eye on your email.  Thank you and have a wonderful day!

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Lawn Love over the phone w/ a female sales representative . I told her what I needed regarding my lawn service. She assured me that I would get what I needed & the app would give me my schedule, which included dates & who would be on my property. I had to commit to 3 services before canceling and I had 48 hours to cancel or reschedule any service. I scheduled biweekly mowing and aeration & overseeing. I was told I needed a cut first and they scheduled them a week apart. I was told I would be notified through their app who would be coming to my property and I had 48 hours to reschedule or cancel. The mowing was scheduled for 9/9/24 & aeration was scheduled between Sep 15th or 16th. I received a message that my lawn would not be mowed until Friday, 9/13/24 due to a family issue-no problem. However, I received a message on Thursday just before they arrived 1 day early because they were changing their routes to save gas. That was also fine, but I was not at home for the 1st mowing. I checked their work the next *********** did a terrible job. They did not edge-up & there were high & low spots all over my yard. I complained, & they said take a $15.00 credit on my next mow or they would send someone out to do a better job. I was on the phone with customer *********** saw a scheduled for someone to come back to my home to fix the problem areas & then it said the fix was completed & ticket closed. The customer service person apologized & gave me a $15.00 credit. I told her NOT to send that person to my home again. She assured me that she would find a company with a five star rating. My aeration was done by TrueGreen on 9/10/24 without notification. I had no clue TrueGreen was at my house until I found a flyer in my door explaining what they did. I didnt know Lawn Love used 3rd party contractors. I didnt get a 48 hour window to cancel. I am already a ********* customer. They would have done the work for 1/2 the price. They would only email me.

  

  Business response

  10/04/2024

  Hello ****,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email  as we aim to make things right.  We would highly appreciate it if you could respond to Megans email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/02/24: I paid extra fees to have my long grass mowed and set up a recurring service to have the lawn mowed every 2 weeks so that this would not happen again 06/10/24: Mow with no issues 6/28/24: Mow with no issues 07/07/24: mow recheduled and completed on 07/11 07/26/24: Mow was rescheduled to 07/29 07/29/24: mow was cancelled 07/30/24: Mow marked completed, but several places were not mowed. ********* filed with business. Fix scheduled for 08/11/24 08/11/24: Notified that the fix for the mow would be 9scheduled 4 weeks later. Filed complaint with business 08/14/24: mow marked as completed, but same areas still left unmowed as previous time mowed 08/18/24: mow marked as completed, but additional charges requested. Filed complaint with business 09/05/24: mow marked as completed, but additional charges requested. Filed complaint with business I have contacted customer service several times and they refuse to refund me and keep telling me they will fix the issue. It has been an ongoing issue, and still not resolved a month or more later. My grass is taller than I started this service, and now I will have to pay a different company to mow it and pay additional fees for the length of my lawn because Lawn Love has not properly mowed my property.

  

  Business response

  09/18/2024

  Hello *****,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. Rest assured that our team will make things right for you.  
  
  Please know that we appreciate your patience and cooperation while we resolve your concern.
  
  Thanks!

   

  All the best,
  ******, Lawn Love

  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over charged for service.

  

  Business response

  09/06/2024

  Hello *******,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, we learned that you received your first mow on Sep 1, 2024 and your pro requested an additional long grass fee as based on the photos that they have submitted, your lawn was over 9 inches before they came and mowed the lawn. You can review our Long Grass Fee Policy here: ***************************************************************************************************************************************; for your reference.

  On the other hand, here's the breakdown of your bill:
  1st Lawn Mowing: $19.99 + $3.42 tax ($23.41)
  Long Grass Fee (LGF): $54.00 + $3.42 tax
  Your tip to your pro: $10.80
  TOTAL: $91.45

  If you need clarification with your bill, please let us know.  We would like to make sure that we are taking care of you. 
  

  Thank you and have a lovely day!
  
  All the best,
  ******, Lawn Love

  
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered yard care from Lawn Love. On their first service they broke one of my sprinklers and rain down spout. They credited me $15. I told them I wanted to cancel my service. When I signed up I agreed to 3 services. I told them after they completed my service cancel. I waited each week and no one showed up. I called and told them to cancel my service. I talked to them about how unprofessional they were. The person I talked to said my service was cancelled. The next week someone shows up and mows my lawn. My mother talked to them and told them our service had been cancelled. He then informed her he just does what he is told. Now I received an email stating I have another service next week. I dont appreciate that they continue to schedule service when I was told it would be cancelled. I need my service cancelled and to longer receive emails or texts from them.

  

  Business response

  08/12/2024

  Hello *****,
  
  Warm greetings!
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Please rest assured that your Lawn Love account is now fully cancelled and we will no longer send out providers to mow your lawn moving forward.   You may also visit our FAQs to learn on how to delete the account: ********************************************************************************************************************;
    
  We hope we were able to assist you with this matter. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of Lawn Love
  

  Customer response

  08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Lawn Love to cut my grass, and the guy damaged my house in several areas. He hit the side of my house, and I have holes in the side of my house and gutters.I have been trying to contact the company for over a year, but no one will speak to me. They keep telling me someone will contact me via email, but no one has ever responded. HORRIBLE customer service.I am a senior citizen, and they have taken full advantage of me. I would like them to repair the damage they have caused.

  

  Business response

  08/16/2024

  Hello ********,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email as we aim to make things right.  We would highly appreciate it if you could respond to ****** email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩