ComplaintsforLawn Love Lawn Care

• 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

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite the fact that they have a 'contact us' section in the bottom of their Privacy Policy page with an email, sending an email to that address gets you a canned 'this email account only sends messages and is not monitored' response with an invitation to download their app.I refuse to download their app as I will not be using their services. Here's the meat and potatoes of the email I sent which I feel sums up interactions with this company pretty well:"I'm writing to ask that you delete my account with you and remove all of my information from your system, including payment methods. I was hesitant to sign up in the first place as I'm leery of websites that want you to give a credit card before you've 'spoken' to a human, especially since there were no options to speak to a human before that point. The fact that I signed up and then the service request was cancelled with no explanation being given or shown on the website makes me feel like I've made a bad choice in taking a chance on your service. This is exacerbated by the fact that 'customer service' is just a link back to the main website and your 'contact us' and 'chat with us' section prompt you to download a phone app as those features are still 'in development'. I've decided to go with a different service that allows me to speak to professionals without submitting my credit card details first."I recommend skipping these guys despite the 'great price' and stick with ****'s list and direct referrals.

  

  Business response

  08/09/2024

  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
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Contacted Lawn Love regarding lawn service. I never received service regarding the cutting/cleaning of my lawn. However, a lawn treatment was added as a part of the service. According to their rules, the client had to confirm all services before the service could be completed. I did not want the lawn treatment service but could not cancel via their App (which did not work properly), email nor text message. I never confirmed the service but the lawn was treated at a cost of $121+ and my card was charged for said service. I complained and demanded a refund but was told a refund was not going to be offered even though I was only able to cancel the service on the of with the help of the customer service personnel. The offer of $23 for the first lawn cutting never occurred because the persons who were to perform the cutting never showed up. I would not recommend contacting this service for lawn services ever.

  

  Business response

  08/08/2024

  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 $121.75 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 *****'s 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
  

  Customer response

  08/08/2024

  
  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January, 2024, I purchased a one year prepaid lawn care plan from TruGreen for a total of $535.34. I explicitly stated to the TruGreen agent that I wanted NO services outside those included in the prepaid plan. Over the last several months they have sent people to perform services for my lawn that I did not specifically request and which I assumed were part of the prepaid plan but they began to bill for those services. I have not paid for those services (because they were NOT REQUESTED and of no value to me) and now they have referred my account to a collection service.The unrequested services included tree and shrub service (I have no trees or shrubs), mosquito treatment (none of those either), and aeration (which I have purchased from TruGreen in the past and found to be completely ineffective).I want them erase the billing for the unrequested services and complete the requirements of the prepaid plan, as contracted.

  

  Business response

  08/02/2024

  Hello *****,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon reviewing your complaint, we discovered that you do not have an account with us at ******************** and that your issue pertains to ********. We understand how frustrating it can be to deal with such issues and want to ensure your concern is addressed by the appropriate company.
  
  To help resolve this matter promptly, we kindly request that you remove your complaint from Lawn Love and file it with ******** instead. This way, they can take the necessary steps to address your concerns and provide a satisfactory resolution.
  
  We sincerely hope ******** can make things right for you and appreciate your understanding and cooperation in this matter.

  Respectfully,
  ******, Lawn Love

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Lawn Love to do yard work. They hire local guys in the area to do the work. The guy that came to do the yard ran over the water line in my yard with possibly a riding lawn mower. He never finished the lawn, the back yard hadn't been touched. when I returned home, I found water leaking all over my lawn and into the street. I call the City of ********** water department, someone came out to inspect the damages the city said it was a lawn mower tracks over the water main and it was out of the city's perimeter. I immediately called Lawn Love the company that I hired. They instructed me to go on the company app and file a damage claim, I did as I was instructed. This all happened on 18 July 2024 is when I spoke to the company. It was closed the evening of the 17th when I returned home from vacation. I have called the company for help every day since but no one has called me. Instead they send emails every day requesting photos that I send every time I file a claim. I have filed about 5 claims and called every day gave them the name of a plumber but they have ignored my request for help. Water is still leaking a week later and they have not sent anyone out to see about repairing the problem. I can't afford the water bill no can I afford a hotel if my water is shut off. I don't want anyone else to have to go through this trauma I'm experiencing with this company. They don't seem to care inspire of the urgency this incident has caused. I am so stressed out I had to go to the emergency room at 5:30 AM due to my blood pressure being 185/103 I am a disabled veteran 68 years old served my company Honorably. Can you please help me ASAP? Each time I call they send an email asking me to file another claim. This is ridiculous. I have reached out to them today and several people have sent the same email but haven't hired a plumber to fix the problem. I sent them a plumber that's reasonable ******************** at ************ to look at the problem and fix it.Thank you

  

  Business response

  07/29/2024

  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 Incident Resolution Specialist, already reached out to you regarding your concern/complaint. We sent you an email to further assist you with your claim as we aim to make things right.  We would highly appreciate it if you could respond to our email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While browsing Thumbtack for quotes on lawnmowing services, I came across Lawn Love and visited their website to inquire about their service pricing, which was advertised at $19.99 for the initial service. The registration process required my credit card details. After reviewing their rates, I opted to explore other service providers offering more cost-effective options. However, despite not confirming or scheduling any services, Lawn Love initiated service without my consent.Simultaneously, I had engaged another lawn care provider. During a call with a Lawn Love customer service representative, I was informed that the service had been initiated and rescheduled for the first week due to the lawn already being cut. To my surprise, despite not actively using their service, I discovered charges of $19.99 on my credit card statement on May 31, 2024, followed by additional charge of ***** on June 14, 2024, and July 15, 2024.I was billed a total of three times, resulting in an unexpected balance of $135.97, despite not providing authorization for these transactions. Furthermore, the company claimed they could not issue a refund as the service had already been rendered, even though I had enlisted another individual to handle my lawn care needs. Today, I contacted Lawn Love to address the improper charges for a service that I did not request. I have cancelled there illegal service today date of 7/23/2024.

  

  Business response

  07/29/2024

  Hello Ancent,
  
  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

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had contacted to set up bi-weekly lawn service. The crews did not show up and after I hired a new service provider they sent someone who charged me for work performed by a different service! I contacted for refund and was told it was submitted and I would receive in 7 - 10 business days and it was never processed! This is STEALING! AND UNFAIR BUSINESS PRACTICE!

  

  Business response

  07/23/2024

  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

• Initial Complaint

  06/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against LawnLove regarding their inadequate service and unprofessional conduct. Throughout this year, I have gone through six different professionals, each failing to properly maintain my lawn. Most recently, my scheduled service was postponed by a whole week after already waiting a week for a new pro, which is unacceptable as I have to comply with my neighborhood bylaws (BOA) requirements.Despite numerous attempts to resolve these issues, LawnLove showed no genuine effort to fix the problem. Their responses have been generic and dismissive, and when I pressed for a solution, they canceled my service entirely without my authorization, instead of attempting to provide a new professional.Additionally, they increased the service charge from $52 to $62 per cut without justification. This predatory pricing, coupled with poor service, has caused significant stress, especially regarding my bylaw obligations.I am requesting a full refund for all lawn cuts this year due to the ongoing issues and the stress caused by dealing with this company. I hope the BBB can assist in addressing this matter promptly.Thank you for your attention.

  

  Business response

  07/08/2024

  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 we hear you and we will do our best to make things right.  
  
  Thank you for your patience and cooperation while we make things right.
  
  Respectfully,
  ******, Lawn Love
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 6th, 2023 I hired lawn love to mow my lawn - I paid them *****. I canceled my account and I was never going to hire them again - they did a horrible job, brought a dog with them and then tied the dog up in my front yard while they did a bad job on my back yard. Out of the blue I got a charge on my credit card in the same amount of ***** and that was on April 29th, 2024. I called Lawn Love since I did not hire them - I already had another company mowing my lawn. Lawn love believed their person and not I. Lawn love refuses to give me my money back yet they DID NOT mow my lawn. I am here at all times and they were not here - and I am a senior asking for help. Let me know who else I should call if need be. I want a refund and an apology! I did not give permission for them to be on my property at all -

  

  Business response

  07/02/2024

  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.

  Thank you for your patience.

  Respectfully,
  ******, LawnStarter
  

  
  

  Customer response

  07/03/2024

  
  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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/12/2024, I sought a landscaping service to address dead grass and dirt patches on my lawn. After corresponding with someone I believed was local, we agreed on a scope of work. I paid an invoice for $1,200 upfront.On 6/24, they claimed to have tested my grass. Upon trying to contact them, I discovered the phone number on the invoice was incorrect. My attempts to discuss specifics about the work were met with resistance - I was only allowed to communicate via a bot on their app.On 6/26, I received an email stating they had fertilized the lawn and completed the job. This is highly suspicious, as no visible work has been done.Despite multiple requests, I have been denied direct communication with the lawn professional. This lack of transparency, coupled with the absence of tangible results, raises serious concerns about the legitimacy of this service.Now as of today, 6/27, I can no longer access my account to read the correspondence. I strongly caution others against using this company. Their practices are questionable at best and potentially fraudulent.

  

  Business response

  07/02/2024

  Hello *******,
  
  I'm reaching out regarding your BBB complaint #********. We apologize for the inconvenience.
  
  Our investigation shows you ordered a landscaping service, not lawn mowing. Landscaping Leads Pros are independent contractors, so you pay them directly. You paid the pro through PayPal, not our platform, so we can't process a refund. For more information, please review our terms of service: **************************************.
  
  Thank 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. ↩