ComplaintsforLawn Guru

• Initial Complaint

  05/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I have signed up for their service to receive weekly lawnmowing. Every week, there is a different issue for which you need to contact customer service. The problem is, I do not believe they actually have anyone, or perhaps more than 1 person, working customer service. They have no phone number at which you can talk to an actual person, it just directs you to their other communication lines. Then when you text them, they do not reply for 1 to 2 weeks, for issues which need to be handled the same day. If you use the app to message the customer service team, they simply never respond at all. If you email them, same response. If you do get a response from the team, they just say sorry and that they are having "high demand" - but it seems like that high demand is perpetual, and they do not plan on fixing it. It just seems that this is a business that takes your money, and refuses to contact you even when the services for which you paid do not show up.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  On January 29, 2024, I contracted with LawnGuru to to provide weekly mowing and edging beginning the week of April 8. I was subsequently assigned a contractor (****************), who was set to provide service on Saturday, April 13. He showed up at 5:40pm Sunday, April 14. Fast forward to the weekend of April 20, and he failed to show up at all. I contacted LawnGuru Support by phone, by text, and through the app. No response to my requests for support, although on Monday, April 22, I was auto-notified that "****** has released your Weekly Mowing job." Receiving no communication from LawnGuru staff, I contracted directly with a local landscaper. When I went to Cancel my LawnGuru service, the app would not allow it, since a minimum of "two cuts" was required for cancellation. The new LawnGuru contractor wouldn't be able to come until Wednesday, April 24, which is 10 days since the last service date. I contracted for weekly mowing, which LawnGuru is NOT delivering. Had the original contractor shown up as promised, I would have met the two-cut term for cancellation. As far as I can tell, LawnGuru breached contract by failing to provide weekly service, which means I should not be held to its terms. I need a LawnGuru Support rep to cancel my service ASAP at no financial penalty.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I paid for my lawn to be mowed on Friday, April 19. A service provider came but they did not mow the entire area outlined in the description. I contacted the provider. They have no contacted me back. The job is incomplete. I would like a refund or the job done. I have no received a call back from Lawn Guru despite several attempts via the app, email, and telephone.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  June 27, 2023 I contacted Lawn Guru to mow my lawn. The lawn was mowed on June 13, 2023 while I was on vacation. It was to be mowed again on June 27. On that date the Lawn Guru app shows he spent two minutes at my house saying the lawn was mowed. My sister checked, it was not mowed, but Lawn Guru paid him. I contacted Lawn Guru and they refunded the money.When I returned home I found my four foot gate and surrounding fencing damaged. I called a fence repair, upon their arrival I was told it definitely looked like "my lawn guy" had caused the damage by trying to get a machine in that was too large. I called LawnGuru July 13 and they said they would do a claim. Received a text July 17 saying that I was over the time frame to report damage. I let them know that I was on vacation and sent them photos. They replied that the damage was not in line with lawn maintenance. I asked why it was deemed not in line with lawn maintenance and they said damage occurs at the bottom of the gate. Unfortunately, the gate company attached the hinge on the bottom of the gate (free) to make it look a bit more presentable. I have a photo of it before he attached the hinge, too. They said regardless of what caused the damage I was out of the "time frame" to file a claim.I am left with bill to fix the gate and straighten out the attached fencing. What is a person to do when on vacation and coming back to this. It was less that 30 days when I reported the damage, I first called on July 13, the claim department responded by text July 17.It might be that the person to mow came out and realized the address was where he had caused the damage and left saying the lawn was mowed. I can give the name of the company that came out to look at the fencing..

• Initial Complaint

  07/08/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Date of transaction: July 7th, 2023 Amount paid: $35.00 What was this business' commitment?: Lawnguru commits to 1. Mow and Trim the yard, 2. Edge driveways and sidewalks, 3. Blow clippings off hard surfaces. 4. Do a thorough job trimming any portions of the yard that the mower cannot reach.Nature of dispute: The lawn care worker provided a photo as part of the receipt that indicated finished work when the work was not finished. The lawn care provider enacted a misleading and unethical tactic to receive payment without completing the work. He also left his garbage bin in front of the property, as indicated in his receipt picture. ****, a representative from Lawnguru falsely remarked that the garbage bin belongs to our tenants and that it may have been there prior to the lawn worker's arrival. This is, of course a false assumption as there are witnesses who can attest that this bin was not there and does not belong to our tenants.Has the business tried to resolve the problem?: No. **** requested that we go across town and take pictures and send them in. This is of course a very unfair request since it is clear to see by the intentional poor image provided by the lawn care worker that the work simply has not been completed. There is no indication of mowing, blowing or trimming anywhere. It is unreasonable to request that we prove a negative.Account Order/Tracking Number: This matter is related to July 7th, 2023 | Reported Name of Lawn Worker: "Zantonio". That information will provide sufficient tracking. Lawnguru did not provide an order or tracking number, specifically.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I authorized a bill of $42.01 and was charged an additional $28.51 unknowingly! Supposedly for an overgrowth fee which my lawn was not totally overgrown, they state it must be higher than 6 which my lawn was not. This is ridiculous to charge me over $70 to spend 30 minutes mowing my lawn. Especially when I had no idea I would be charged an additional almost $30!!! I wouldve never signed up for this service knowing that. I will never use nor recommend anyone to use this service again!! Poor customer service and obviously scamming people out of money!!! LET ** KNOW WHAT IM AUTHORIZING!!

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I found Lawn Guru and began the process to get my lawn serviced. I used their website to request service. They sent me a quote which included mowing, weedeating, edging & blowing. I approved the quote. The vendor came to cut my lawn and they did a very poor job on the weedeating and mowing and did not do the edging or blow the yard clippings at all. I immediately contacted them for help as this was important to me. They had me send pictures. I did this and they then said that edging and blowing is not included in the service. I went back and forth with them all day and sent them the screenshots showing the quote that they sent me which clearly states that the edging and blowing is included in the service I paid for. The lawn guru customer service staff refuse to have the vendor come fix the things he did not do and they refuse to issue a refund. Their reasoning is it is not included. I have gone back and forth again and again with they quote that they sent me saying it is included. They are unwilling to abide by the terms in their own quote. They are unwilling to fix the issue. I am seeking help with this to either get them to resolve the issue by issuing me a refund or by having someone come and fix the things that the vendor did not do. Also I want to protect others from their blatant lies and poor ******************* service practices. The pictures of the yard were too large for the attachment to upload. Please let me know if you want me to email them to you.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was charged twice when work was only performed once.During a snowfall, I tried to login to my Lawn Guru account. The password that I typically use with my gmail did not work so I tried to use the forget password option. I entered my phone number and the app told me that I already had an account under that number. As such, I tried to login using my hotmail. I had previously set up auto plow service, but did not see that listed in the app so I went ahead and ordered a plow.I received a text that a plow was coming soon and after the snow had stopped they did a good job of clearing our driveway midday. The next day, I was checking my credit card and saw two separate charges but the amounts were about a $1 different. I contacted customer service who said the second charge would disappear. It didn't. I checked my email and found a confirmation and photograph from a second party telling me they had plowed my driveway the night before (just a few hours after the first person). I was home but never received any communication that someone was coming over to my house and I never heard them in my driveway. I then realized that I must have a gmail account as I originally had thought and auto plow must be set ** in that account.My problem with all of this is that the second person sent to plow our driveway did absolutely nothing. The driveway was already clear and obviously they spent no time here or I would have heard them in my small house.Additionally, their app tells you that you will be contacted in advance of service but no one contacted me before the second person came to my house.I reached out to customer service and explained the issue and asked to be credited. The **** ****** said he could submit a claim. After a couple of weeks passed, I had not heard back from them so I asked them to close any accounts I had opened. They offered me a $20 credit in my account (not to my credit card) and I declined. I also left a voicemail to try to speak with a supervisor, but they never called back. Here is a copy of their final response when I told them I was disappointed in their customer service and said I would not use them again.***** (LawnGuru)Feb 2, 9:55 AM EST We have provided you with prompt and accurate information each time you have reached out. LawnGuru does not tolerate users that are seeking to take advantage of small business owners. I hope you realize how little these men and women actually make per year as they are out in the cold trying to service orders YOU made. It is absolutely disgusting that you would want to rip another human being off due to your error. As such, I have placed a blocker that will prevent you from using LawnGuru at any point in the future. For you, you should start calling every company nearby you one by one (a task that LawnGuru automates for you).When you find that you are unable to get service from someone else, we will be willing to allow your account to be active on a probationary period given an apology.

*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. ↩