ComplaintsforTLC; The Lawn Company

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Initial Complaint
05/31/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to lodge a complaint against TLC The Lawn Company regarding their billing practices and service management. I have been a customer for a year and initially had a positive experience with their services. However, this season has caused significant frustration and inconvenience.Last season, I set up automatic monthly bill payments online, which worked seamlessly. This year, I expected the same process to continue. However, TLC did not automatically charge my card, leading me to believe I needed to renew my service plan. Contrary to this assumption, TLC began their services in March without any communication or consent from me, leaving only a paper bill at my door. This was confusing as I had not been auto-billed as I was the previous year.Preparing for a move, I no longer desired the lawn care service. I did not act on the paper bill, assuming I had not renewed my service. On May 28, 2024, I found another paper bill for $206.30 while cleaning out my property. I ended up paying a total of $308.31 for services I did not explicitly agree to this season.Furthermore, TLC does not provide an online option to cancel services or check the status of one's service plan, adding to my frustration.My dispute centers on TLC starting a service plan without my consent and subsequently billing me for these unsolicited services. I request the BBB's assistance in addressing the unauthorized charges and improving TLC's communication and billing practices to prevent similar issues for other customers.Thank you for your time and assistance.
Business response
05/31/2024
Thank you for your feedback.TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC;The Lawn Company apologizes for the concerns expressed, and any inconvenience,discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
We have attached a copy of our Dear Value Insert that is mailed out to every new customer when they sign up. Clearly stating our renewal and cancellation policies, as well as how to get in touch with us if they choose to cancel the program.
Also have attached a copy of the customers Renewal Letter that is mailed out in January, prior to any services beginning. I have high-lighted the areas on the letter to showing where these statements are.

Customer response
05/31/2024

Complaint: ********

I am rejecting this response because:
While they reiterated that the cancellation policy was clear when I first signed up over a year ago, I respectfully disagree with their assessment and would like to highlight several concerns.
Firstly, it is unreasonable to expect customers to remember specific cancellation procedures after such an extended period, especially when there is no accessible online platform to review these policies. TLC The Lawn Companys lack of an online presence for managing service plans, reviewing policies, or canceling services is both unfair and non-transparent. This omission suggests an avoidance of effective communication with customers and fosters an environment where customers are left to "set and forget" until unexpected bills arrive.
The absence of clear, accessible information and the inability to manage services online is a significant inconvenience, particularly for customers like myself who are moving and no longer reside at the serviced property. This business practice does not align with the standards of fair customer service and transparency.
Given these points, I am not satisfied with TLC The Lawn Companys response and reiterate my request for a refund of all or part of my most recent payment. The charges for services this season were incurred without my explicit agreement or adequate communication, resulting in a major inconvenience as I move across the country.
I appreciate your attention to this matter and look forward to a fair resolution.

Sincerely,

*********************************
Initial Complaint
05/20/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I signed up for lawn care with TLC The Lawn Company last year through their online website for my property located at *************. In that contract, there is a clause for autorenewal. I paid for my service last year with a credit card that was stolen late in the year, which then caused the card they had on file to be outdated. This year, TLC noticed that I did not have an active form of payment on file. Instead of notifying me electronically (the same method that I registered for the service) or cancelling the service altogether without an active form of payment, this company elected to continue sending their service to my property and send paper notifications threatening to send my account to collections. I manage my property 100% electronically, the same way I registered with this company. NO NOTIFICATIONS were sent via email, nor do they have a client portal where I can log into to update method of payment, nor do they even have a way to remit payment electronically. This all is done via paper notification and phone calls while they are in office, completely inconvenient for working buyers. Additionally, they have no easy way to cancel the same way we register in coordination with the "click to cancel" effort currently being proposed at a federal level. I am entirely dissatisfied and disheartened that a company would continue to show up to a property without an active method of payment, use 100% paper notifications with no electronic method of notifying or managing an account and threaten to send to collections with this outdated, inefficient and non-compliant way of managing business. I believe this predatory business practice needs to be thoroughly evaluated under the new best practice and guidance of the *** "Click to Cancel" effort for subscription-based services.
Customer response
05/20/2024
Hello,
Could we please redact my property address from the complaint itself?

Resolution requested: Waive all interest fees due to failure of electronic notification of any account balances. Withdraw and revoke any reporting to collections or credit agencies. Provide an updated account balance and address that a check can be sent to. Cancel any further services to this address.
Business response
05/31/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience,discomfort, or offense that *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
We have attached a copy of our Dear Value Insert that is mailed out to every new customer when they sign up. Clearly stating our renewal and cancellation policies, as well as how to get in touch with us if they choose to cancel the program.
Also have attached a copy of the customers Renewal Letter that is mailed out in January, prior to any services beginning. I have high-lighted the areas on the letter to showing where these statements are.
We have sent a statement and cancelled the account as requested.
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They never showed up despite saying they did on 4/29 to spray the grass and would not let me know when they were coming back
Business response
05/02/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we have refunded your credit card the amount you paid.
Initial Complaint
04/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Today, April 17, 2024, I called tlc company to pay for one treatment I received on April 9, 2024. Although I had not yet given permission to the company to provide service for 2024, I had been planning to contact the company with additional questions to discuss the costs and schedule prior to authorization. In 2023, I paid for the service in full for the season and intended to do so again. However, when I called around 10:20 am on April 17, 2024 and spoke to Debbie, she told me that she was unable to allow me to pay in full, or to pay the $30.69 that was offered in the payment plan letter sent out for 2024. She told me I should pay $40.69 (or something to that effect), which I paid via credit card. At the same time, I confirmed with her that any further service for 2024 should be cancelled. The company's website landing page says that their prices are the lowest guaranteed. $40.96 per service is not the lowest price. Secondly, Debbie refused to honor the price that was offered via the letter for a returning client. I am requesting a full refund for the price that was charged to me as I had never authorized the service in advance of discussing the cost of the treatment. The first season with the company, my grass died and weeds grew rampantly after your treatments. It raises suspicion that there is no option to pay online for service. All of our private information is provided and there is no way to tell whether or not our credit card information is being misused by the customer service agent. This is the second time (2024) I have had issues with the company.
Customer response
04/27/2024
In response to the BBB letter requesting clarification re:
1. Please clarify your desired resolution.
Answer: I am requesting a full refund for the price that was charged to me. (Indicated in the original complaint)
2. Did you pay anything to the business?
Answer: I paid $40.92 on April 17, 2024. (Payment indicated in the original complaint was erroneously recorded.)

Business response
05/02/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith have refunded your credit card the amount of the payment you made.
Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Prepaid $1888.22 for lawn service on two properties, **** ******* ****** ******* ****** ****** *** **** ******* ****** ******* ****** ******. I prepaid the services on February. 4, 2024 with the understanding that the first treatment would be sometime in the first two weeks of March 2024. As of today, no service. Also, I have requested of numerous occasions when service would start. I was not until I requested a refund that they said next week. These properties are located in ************* ********. Our lawn season starts is late February to early March.
Business response
04/18/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. Unfortunately we had some delays due to weather, which is completely out of our control. We have closed both accounts and refunded the full amounts back to the customers credit card at the time he requested.
Initial Complaint
04/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I paid this company over 1200 to treat my yard for one year. In the spring of last year my yard had stripes throughout. I called and it took the company 2 weeks to call back. When the area manager finally came out he told me it will "green up" in a bit. He also said that because it was later in the year in my state he cannot fertilize. If it doesn't look better in March, call back. I did call back and spoke to the company numerous times. The area manager was to come out when I cut it. I did cut it and called him back. He didn't come. I called again, he didn't come. I called again. He said his father was in the hospital. I waited a week and called again. No answer. I called the 800 number and told them I was going to retain counsel. The asst manager for customer service hung up on me. I called back and was told the manager wasn't available to speak to me. I simply want my yard fixed. Their lack of response is RIDICULOUS!
Business response
04/18/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. We have been in contact with the customer, have refunded half the amount that was paid, as well as corrected the issue.
Initial Complaint
03/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2022 I signed up for a year of services (5 visits) and prepaid in advance. I was not seeing the very good results but figured since we had not had our yard sprayed the year prior that could be the issue. At the end of summer and going into fall we weren't happy with the service at all and just decided that we weren't going to go with this company the following year. 2023 spring we get a notice that they came out. We never signed up for them to come out again and was going to cancel but by the time I had time to we'd already paid for half the year since it was being auto drafted and just forgot about it.. Anytime they had come out there would be these little balls all over our driveway, walkway, and patio. There were so many weeds in our yard to which we had never had since our home was built in 2018 and had sod. 2024 comes and here they just treated the yard again or so they say. My ring doorbell only showed them going into a side yard that has no gate to the back. I will say again that I did not sign up for them in 2023 or 2024. We never got a notice of a renewing service or anything.. I do NOT want this service!! Especially since it's now almost double what it was before AND I wasn't please with the service to begin with. I'd like any copies of anything that stated that services would continue yearly and any authorization that has allowed you to take monthly payments. Along with this I'd like this canceled immediately and at least any charges I am to receive for 2024 be removed.
Business response
03/19/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
Attached is a copy of your renewal letter for 2024, which is mailed every January. This letter contains all the information regarding notification of automatic renewal of services, payment plans and service selection for the coming year, as well as the terms and conditions, which contains information about our renewal process and cancellation policy.
In good faith we waived the payment that was owed and the account was closed as requested.
Customer response
03/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Furthermore, I do not recall ever getting the letter regarding automatic renewal. I have noticed many others do not recall that letter as well. I would suggest you call automatic renewals before you make the first service call to check AND to make sure there aren't any concerns with your customers.

Sincerely,

***************************
Initial Complaint
01/04/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The company was suppose 2 break down the 7 remaining balance into payments because I said I would do it but only if I could make payments on it,they left a big part of my back yard bare,about 1/4 is just dirt,no grass seed of which was suppose 2 be applied,they never answered my calls about the bare spots,I want them 2 stop charging me I'm not paying for dirt....I think I'm paid in full,if u could see my yard u would agree...
Customer response
01/19/2024
They called me 2 talk but I don't think I want 2 talk,they just want money when I want my yard done correctly...then we can talk...
Business response
01/19/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns.
The customer initially signed up for our 5 service program with grub proofing on an 8-monthly payment plan of $55.31 a month. Then in August sent in the signed supplemental service authorization to add core aeration with over-seeding and 3-Lime applications. These supplemental services are at and additional cost and are invoiced upon the time of completion. To date only 3-monthly installments totaling $165.93 has been received.
Attached copies of the signed supplemental service authorization from customer, as well as a current statement.
We did make attempts to reach out and speak with our customer regarding the complaint. Customer does not want to talk to us.
If good faith we are willing to reduce the amount owed by $300 as requested, there still is balance owed of $458.76
Initial Complaint
12/07/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
TLC billed for 2 lawn care services which were not provided. Company sent invoice without providing service (copy attached), Spoke with Betsy on 12/4/2023 at 10:01 am on (800) 286-8505. She threatened me with collections. Paid her extortion fee via credit card (see attached receipt). Their contracts auto renew each year. Emails sent to them are undeliverable. Calls do not result in complaints being addressed. Truly unprofessional behavior. Want a refund of $137.87. They should cease to claim to do any additional work on the property. End contract. No further renewal. Please help. This company takes advantage of people thinking customers will not complain.
Business response
12/08/2023
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we have refunded the customers credit card $137.87 and closed the account as requested.
Customer response
12/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20972740, and find that this resolution is satisfactory to me.

Sincerely,

Bharat Kikani
Initial Complaint
11/06/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
trying to make me pay for services that were'nt rendered along with billing for services that were not performed satisfactory, also threats of collection actions against me along with additional charges for services that were performed in future, no contract was signed if services were stopped for full amount to be paid.
Business response
11/06/2023
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the amount of $193.55 that was owed and the account is now closed.
Customer response
11/07/2023
also the credit collection action and agency needs to be informed of no outstanding debt with an email conf# to ensure no credit errors on report along with letter from collection agency of no required payment and case closed.

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