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Initial Complaint
10/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On September 30, 2024 my husband was home. He heard Green Pal pull up so he went and looked out the 2nd story window. He watched the lawn guy look around the yard and then take a picture of the front yard. The lawn guy then got in his vehicle and left. A minute passed and my husband got a text showing the picture of the front lawn and a charge for $40 for cutting our lawn. This is the second time that this has happened since we started using them. We have also had a double charge for our service and numerous times they charged us and then took up to a week to come and cut our yard. We will not be using them again.
Business response
10/13/2024
We sincerely apologize for any inconvenience you’ve experienced with Mr. Mower, a lawn care provider you hired with via GreenPal.
I’d like to clarify that GreenPal is a free platform that links homeowners with independent lawn care professionals. We do not directly charge homeowners—payments are securely processed through Stripe by the lawn care provider selected, in this case, Mr. Mower.
Regarding the issues you've highlighted, including the recent charge without service and the other billing discrepancies, it’s important to address these directly with Mr. Mower. Since GreenPal does not manage transactions or service quality directly, the lawn care provider is responsible for handling refunds or any payment-related issues.
We apologize for any frustration this may have caused.
Customer response
10/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22416247, and find that this resolution is satisfactory to me.

Sincerely,

Mary Carmen
Initial Complaint
09/23/2024
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 used ************************ to find a lawn service. Got a quote from Livelawn&Prosper. I have a credit card on file with ************************. ************************ is not supposed to charge my credit card w/o me going in and putting in a rating. Entering a rating is supposed to be the authorization to charge my card. LiveLawn&Prosper is ran by ****. **** was supposed to mow my yard on July 30th. He did not show. App said he was running 2 days late. I text **** on Aug 3rd to see if he was coming. Said he be here that day. Did a no call no show. Texted **** on Aug. 5th to see if he was going to mow my yard. Mowed on Aug 5th. Asked me to pay through *******. I did. That is why I DID NOT AUTHORIZE THE PAYMENT THROUGH GREENPAL. Also they double charged my credit card 2 payments of $52 each for a total of $104 and I want my money back! I contacted ************************** and they said It is LiveLawn&Prosper ******** responsibility to pay me my money back. Since I NEVER Authorized GreenPal to charge my card they have responsibility in this as well. The only thing GreenPal did was kick LiveLawn&Prosper (****) out of their app. Then they double charged me. That is strictly a GreenPal issue. How they double charged me is beyond me. Notice the attached statements are office by 1 number the 8th digit. I have record where **** was paid through Cashapp on Aug 5th. **** text me on Aug 20th, acknowledging I was billed twice through the app. ****'s contact number is ************
Business response
09/25/2024
If you paid your vendor directly, you will need to work with him to get a refund. Its against our terms and for any payments outside of the GreenPal platform. Additionally, when the lawn is mowed, the homeowner has 24 hours to disputes any service performed on the platform. Im sorry for your inconvenience, but you will need to reach out to your vendor directly to get your Cash refund directly from them.
Customer response
10/04/2024

Complaint: 22327090

I am rejecting this response because: Greenpal is the avenue that holds my credit credit card. They allowed someone to enlist with them that basically stole $104 dollars from me. Not only did I not authorize payment of the mow you the app Greenpal double charged me. 2 mows on the same day. Which means there was a faulty invoice submitted and you charged my credit card again without my authorization. What is your reasoning for allowing that to happen. I'm sure Greenpal isn't or wasn't providing this service to these companies for free.

Sincerely,

******* ******
Business response
10/17/2024
GreenPal functions as a free platform that connects homeowners with local lawn care providers, allowing them to find and select services that best fit their needs. While GreenPal helps facilitate the connection, we do not directly charge homeowners. Instead, all payments are processed securely through ****** by the selected lawn care provider. This means that any refunds or payment issues need to be addressed directly with the provider involved.
As GreenPal serves as a directory, we do not manage individual transactions or oversee service quality, as these remain the responsibility of the independent lawn care providers. We sincerely regret any inconvenience this situation has caused you and hope you are able to resolve it promptly with the provider. Thank you again for reaching out, and please let us know if we can further clarify any platform-related matters.
Initial Complaint
08/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have set up service for lawn care through GreenPal via their app. I received a message that my lawn was cut and they are charging my card $45. I tried to submit via the app the proof that my lawn was not cut but it would not accept pictures and you could not submit without pictures. I have tried contacting them via phone that is just a recorded message and via the messaging app and have been blocked. I am asking that I stop getting messages at 3:00 a.m. every morning saying that they cannot charge my card which has been canceled due to this because I will not pay for something I did not receive. They have blocked me on their messaging app so I am unable to submit the second message that was started but I am including the first. All I would like is a confirmation that my account is closed and they will stop trying to charge my card or something I did not receive.
Business response
08/15/2024
Your account has been deleted.
Customer response
08/20/2024

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.

Sincerely,

*************************
Initial Complaint
08/13/2024
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.
Have had an account with ******************** for 3 years now all the sudden they delete my account without reason and I can no longer access my clients or anything. Cannot access anything tells me I don't have an account.
Business response
08/13/2024
Thank you for reaching out regarding your account. The account was deactivated due to a breach of our platform's policies. Specifically, this was either because of a significant delay in fulfilling a scheduled appointmentover 10 days lateor because there was evidence of taking customers offline, which violates our terms of service.

We take these policies seriously to ensure the best experience for all users on our platform.
Customer response
08/15/2024

Complaint: 22135870

I am rejecting this response because: both of those are false claims. I am being falsely accused of violating policy. I had active clients on their system. The customers that left them on THEIR own will is on the customer not on me. I have not told ANY customers to leave ********************. They falsely accuse me of violating policy and deactivate my account without reason. What a scam company.

Sincerely,

***************************
Customer response
08/15/2024
The customers they accuse me of stealing are due to Greenpals poor business practices. There is 0 customer support, 0 vendor support. Those customers left ******************** on their own accord I did NOT instruct any of them to leave Greenpal. Customers stated to me they were upset with Greenpals poor customer support. Yet ******************** falsely accuses me of taking the customers when the customers left on their own THEY decided to leave. It's their money and their choice and I am not about to dictate to customers that they MUST stay with ********************. ******************** does not OWN customers or vendors. I again HAVE NOT ever instructed or told those customers to leave ********************. THEY decided it on their own.
Business response
08/15/2024
Thank you for sharing your perspective. Our terms and conditions are clear about maintaining transactions and communication within the platform. We enforce these policies to ensure a fair and consistent experience for all users.
Customer response
08/20/2024
They talk about maintaining transactions and communication with the platform meanwhile when we reach out to the platform for issues they ignore us and tell us to go find support on their *************** However they don't give support on their ************** either. They are the ones violating their own policies. They have 0 open communication with customers or vendors. That's the issues we the vendors and their customers face. There is 0 accountability with this platform and the people who run it. There is 0 support of any kind. They just take the money and ignore ALL issues within their platform.
Initial Complaint
06/22/2024
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.
The green pal worker came to cut the grass and ran over something and broke the glass in my door I got cut on my foot he show no concern about my family or children he was unprofessional this company doesnt need to be in business someone should be hold responsible for this this unacceptable
Business response
06/22/2024
I apologize for the inconvenience you experienced. Please note that we are only the platform that connected you with the vendor you hired. To resolve this issue, it is necessary for you to work directly with the vendor involved. We strongly encourage you to contact them to address the damage to your property and the injury you sustained. Once again, we are truly sorry for any inconvenience.
Initial Complaint
06/18/2024
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 hired JA **** Services through GreenPal website. The subcontractor did not show three different times that they were scheduled to come. When they finally showed I was told $30 for the lawn which is the same mount I have been paying for the last 10 years. When they finished I was charged $125 and they did not even finish the job. There was no trimming done. They left things in my yard knocked over and did not even pick up the grass they cut. The yard looks worse than before. It is a horrible mess like a 4 year old mowed it. I have to pay another lawn company to come and redo the entire yard. They left high grass and lines where they clearly missed whole areas. It's literally the worst mowing job I have ever received and I am 70. They took advantage of me. The owner even called and threatened me because I made a bad review on the website. He needs removed from the website.
Business response
06/19/2024
I sincerely apologize for the inconvenience. Upon reviewing your account, I found that a confirmation email was sent to you, indicating that your yard had been mowed. This notification is meant to inform homeowners that they have 24 hours to review the lawn and either approve or dispute the service before any payment is taken. During this time, you can stop the payment if the mowing was done in error or if there was any fraudulent activity.
Business response
06/29/2024
I apologize for the experience you had with JA **** Services. We understand your frustration with the multiple missed appointments and the poor quality of the service you received.
However, the agreement you had regarding the service and the pricing was with the landscaping professional you hired and there was a 24 hour window to stop payment if the service was not performed to your satisfaction. . We are truly sorry for the inconvenience and the distress this situation has caused you.
Initial Complaint
05/17/2024
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.
On May 8, 2024 I was charged by GreenPal service provider ****** for services not rendered to my backyard. My husband had already done the front yard and I was sent a picture by text message from ****** of the backyard as though it had been done. However, only part of the yard was displayed in the picture which is where my husbands truck is parked which is how I knew it was my yard. My bank charged an overdraft fee of $35 due to the $47 being drafted out my account. I would not have complaint if the job was done but this is fraudulent.
Business response
05/17/2024
I sincerely apologize for the inconvenience. Upon reviewing your account, I found that a confirmation email was sent to you, indicating that your yard had been mowed. This notification is meant to inform homeowners that they have 24 hours to approve or dispute the service. During this time, you can stop the payment if the mowing was done in error or if there was any fraudulent activity.
Initial Complaint
05/13/2024
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 booked to have my lawn mowed by tcs lawn care through GreenPal. He later called me to cancel saying I lived outside his area. GreenPal charged me 30 dollars for the lawn mowing which I never received and signed me up for every two weeks. Apparently they dont have a listed phone number but if I dont get an immediate refund and get taken off their list of customers I will take further action against these crooks.
Business response
05/14/2024
I'd reach out to the vendor that you hired, **'s Lawn Profession, to ask about why you were charged for a mow that never happened. ************
GreenPal does not automatically bill you unless the vendor marked the appointment complete.
Initial Complaint
04/10/2024
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.
Ive serviced numerous lawns for this ******ed *** and have not received one single gd dollar
Business response
04/10/2024
Give our vendor support number a ring. **************
Initial Complaint
03/05/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Signed up to privide lawncare services through Greenpal. As of lately I am NOT getting any auctions yet, they send me emails stating I have job bids available yet when I go to the app to check the app says I have nothing. Contacted ******* via email to get this issue resolved they refused to help and instead pointed me to a ************** for help. I was on their ************** before and they dont give any support there either. This company seems to just take customers and vendors money but, offer 0 sort of technical or customer support.
Business response
03/06/2024
Give our vendor support number a ring. **************
Customer response
03/06/2024

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.

Sincerely,

***************************

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