ComplaintsforLawn Love Lawn Care

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Do NOT use this company, they have basically stolen money from me. I have used them for 2 years, last year when it was winter, payments stopped because there was nothing to do and no services was rendered. This year they decided to continue charging even when no one has shown up (over 6 times) totaling $300. Then when I call them to resolve it, they plan to only refund 2 of the times with no service. How can you tell a customer you can only refund them a partial amount of the money they 100% stole from you.

  

  Business response

  02/10/2022

  Hello Micah, 
  
  Good day! I hope all is well. 
  
  I am contacting you about your Better Business Bureau complaint #********, dated 1/12/2022, regarding the issue with the charges on the account for no work being done. We would love to talk more about your experience and our solutions to your concern. We have emailed you to the email address you have used when you signed up for Lawn Love.  Looking forward to hearing from you, ******  Thanks!
  
  Warmly,
  ******, Lawn Love

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a systemic problem of the whole Lawn Love organization. This is a communication error. A service should never have been scheduled. I did not schedule this service. I called to inquire about rates. The person who took my call inquired about the address and the frequency I would need service. CLEARLY I gave that person TOO MUCH information. They gave a quote over the phone and I told them it was too high. The call was interrupted. We reconnected. They gave a lower quote. I said it was still too high, thank you. They pushed met to tentatively schedule a service. I CLEARLY was TOO POLITE with this pushy salesperson, and they MISUNDERSTOOD my intention. I DID NOT want a lawn service from Lawn Love. I scheduled a service with a different vendor. Two days after I had my lawn serviced, I was surprised to receive an EMAIL saying Lawn Love is coming in 10 MINUTES to service my lawn. THAT WAS NOT ENOUGH TIME TO CANCEL. I IMMEDIATELY contacted Lawn Love and I was very clear with them that I did not want this service. It should have been very easy for the service person to see that the lawn had been freshly mowed. Lawn Love first said I need to pay them, then they said they'd offer a 35% discount. They are billing me for $88. I should not have to pay a ***** for a service I did not ask for or need. I am spending my time and energy now to undo this. I am VERY dissatisfied with the way they have set up their business. After I spoke with two people at Lawn Love, I received an invoice by email. I responded with note explaining the situation, and received an autogenerated email in response. COMPLETELY tone deaf.

  

  Business response

  02/10/2022

  Hello *******, 
  
  Good day! I hope all is well. 
  
  I am contacting you about your Better Business Bureau complaint #********, dated 1/10/2022, regarding the issue with the lawn mowing service that you did not request.  We would love to talk more about your experience and our solutions to your concern. We have emailed you to the email address you have used for Lawn Love.  Looking forward to hearing from you, *******.  Thanks!
  
  Warmly,
  ******, Lawn Love

• Initial Complaint

  12/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged two times for lawn service that never occurred. The first charge was on 12/13 and the second on 12/24.

  

  Business response

  12/31/2021

  Thank you for your patience on this! After further review, we have refunded the charges for the services on 12/9 and 12/21. We apologize for the error. 
  
  Depending on your bank, these funds should be available within 2-3 business days. 
  
  Happy New Year!

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unauthorized charge on 12/09/2021. Did finish the lawn job and stated that would not charge until job was done. Did not contact me about the charge.

  

  Business response

  12/24/2021

  Thank you for raising this concern. Upon reviewing the customer's account, I can see that a manager has already issued a full refund. The customer stated that they were satisfied with this resolution after we followed up to inform them of the refund. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked an appointment for leaf removal on Nov 30.The appointment was rescheduled twice before being cancelled entirely.The end of the town leaf collection program is quickly approaching and had we known this was a possible outcome we never scheduled an appointment.They made a commitment, we set aside our time to accomidate it, and now we're expected to spend more time finding another service at a higher price now that it has rained an frozen the leaves.LawnLove made a commitment and should follow through with it or compensate us for lost time and effort

  

  Business response

  12/10/2021

  Thank you for reaching out. We are sorry to see that we were not able to complete this job for you. I can see that while we tried for some time to match your job with a local provider, we were unsuccessful and ultimately had to cancel the job. Lawn Love is a technology platform and the providers are independent contractors - this means that we unfortunately cannot guarantee service at this time. 

  Please note that in an effort to give you time to book with an alternative provider, we canceled the job within a week of the book-in date - this should have left enough time to find an alternative, and we apologize if it did not. We try our best to balance continuing to try to fill a job and communicating clearly with our customers, and we appreciate feedback like this so we can continue to improve our service. 

  Customer response

  12/10/2021

  That is a completely absurd business practice.

  If a restaurant had no food in the back or credible expectation of delivery, they wouldnt give customers the expectations of being served at a specific time.  Why on earth would anyone provide ANY expected date of service before at MINIMUM establishing that there was a local company/resource that would be able to complete the job or request an alternate date and time for the work.

  Without attaching resources to the date, all their commitments are baseless and fraudulent.

  This business should not be allowed to continue misleading customers in this way.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MY SERVICE WAS SCHEDULED ON October 11, 2021, FOR LEAF REMOVAL, LAWN CUTTING, **** TRIMMING, WEED KILLER, FERTILIZER, AND BLOWING OF THE YARD. HALF OF THE YARD WAS BLOWN WITH A PILE OF LEAVES WERE LEFT IN THE MIDDLE OF THE STREET(NEW BRITAIN DR,). THERE WERE NO OTHER SERVICES DONE. SEVERAL ATTEMPTS WERE MADE TO RECTIFY THE PROBLEMS. PHONE CALLS WERE UNANSWERED. SEVERAL EMAILS WERE SENT TO ME WITH A PROMISE OF CALLS AND A SOLUTION TO THE **** MADE. AS OF 10/15.2021, NO SERVICE WAS PROVIDED ON MY PROPERTY, HOWEVER, I RECEIVED AN EMAIL ON 10/14/2021 ATTEMPTING TO SCHEDULE SERVICE FOR 10/15/2021. I HAVE CANCELLED ALL SERVICES. I PAID $365.00 FOR LEAF REMOVAL AND $ ****** FOR OTHER SERVICES BEFORE I COULD STOP THE PAYMENT WITH THE ***** I DID NOTIFY LAWN LOVE TO NOT **** ME AFTER NON-SERVICE.

  

  Business response

  11/01/2021

  Thank you for giving us another opportunity to make this right - we apologize that we hadn't yet resolved the problem. After seeing this complaint, our managers took another look at the situation and issued full refunds. Depending on the customer's bank, these funds should be available within 2-3 business days. 

  Customer response

  11/03/2021

  
  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

  10/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/18/2021 Lawn Love completed service at my home. It was a terrible experience! My lawn looked like someone had put stripes across it. It was horrid! I had to hire someone else to come fix it. In addition to the bad lawn job, the edge job was bad and they treat the weeds like they were supposed to. They then wanted to charge me an additional $100 plus just to remove a few leaves. The experience was the worst. I asked them for a full refund and they gave me the run around and of their own accord, without my consent they refunded $15. I advised them that this was not acceptable. Now I am still, weeks later being given the run around. I would like a refund of the remaining balance ($36).

  

  Business response

  10/08/2021

  We appreciate the follow up and apologize for the poor experience! We wish we'd been able to provide a better service for this customer. As requested, we have issued a refund of the remaining payment balance. Depending on the customer's bank, this should be available within 2-3 business days. 

  Customer response

  10/08/2021

  
  
  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,
  
  
  Gold Lauderdale
  
  
   
  

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