ComplaintsforTLC; The Lawn Company

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. Low quality service: I did not see any lawn improvements from their service since I worked with them for more than a year. 2. Random charges: They charge you with random **** that just does not make sense. I cancelled the service in August and I have to pay over phone because they cannot setup auto billing from their end. A week late I got a notice that I own them $38.43 of "increase CPN debit to SVC cost" that doesn't make any sense. They just want to charge whatever **** they can get away with. 3. Continue charging even though I cancelled: I cancelled their service in Aug. and today I just got billed again from them for another $39.01! What kind of **** company does this?

  Business response

  10/11/2024

  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 waived the payment that was owed and the account was closed as requested.

  Customer response

  10/11/2024

   
  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

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Entered by BBB staff DC. Consumer canceled her service last week for the 2025 season. She received a letter yesterday that her services were closed for the remaining season of 2024. She contacted them to tell them it was an error. They stated they couldn't reinstate it for the remainder of the service for this year. They are charging her $137.18 for one application which she will not pay. She wants to pay $45.73 for September,  $45.73 October & $45.73 November.

  Business response

  08/15/2024

  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 reactivated the customers account as requested back on 8/13/24 when she called our office. There is one remaining service for the remainder of the 2024 season which we have broken the remaining balance of the program down into the 3-payments of $45.73 a month for Sept, Oct and Nov as requested. We also noted the account to be cancelled for the 2025 season as requested, by the customer.

  If we can be of any other service to her please contact our office at **************, we will gladly assist.

  Customer response

  08/26/2024

   
  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

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a call from the lawn tech informing me that he would be out the following day. I told him I didn't want anymore services until the weeds were treated that were not killed from previous normal treatments. When I was sent a bill for 126.13, I was unhappy due to the issues we had with weeds and crab grass not being killed. I spoke to a gentleman on the phone who didn't seem too interested in retaining our business. I could care less but I learned that you have to wait a certain period before requesting spot treatments but you also cant wait too long or else your too close to the next application. We spent a lot of money with TLC and do not feel like we received a quality product towards the end of doing business with them. Keep an eye on the quality because you might find yourself holding a bill wondering what you paid for and finding your outside of that sweet spot for weeds to not die off.

  Business response

  08/14/2024

  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 waived the payment that was owed and the account was closed as requested.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hired this company for lawn care. Our lawn is dead in some area. Witnessed last application by technician, he sped through our yard, and then would stop. Soon after last application, lawn dead despite completing all recommendations after service. Contacted company on the company website under "contact us". Never received response. Called company, according to customer service rep they did not have a "contact us" on the website. "you should have called". Essentially blaming me for service demanding last payment. Canceled service. Several days later, company rep in our yard. Again, informing me "everyone's yard is bad". "damage to yard not caused by our technician".

  Business response

  07/30/2024

  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 waived the payment that was owed and the account was closed as requested.

  Customer response

  07/30/2024

   
  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

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sent a promotional letter in the mail. I entered my information on their website to request more information. Unknown to me, they created an account, and started to service my yard without my knowledge. I received a bill for two yard services totaling $121.08. I contacted them to cancel my account immediately. When I contacted them about the previous services they were adamant that I authorized these services and were unable to provide me with any documentation. I have now received multiple letters asking for payment. I have contacted them directly multiple times with no resolution.

  Business response

  07/30/2024

  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 waived the payment that was owed and the account was closed as requested.

  We have emailed a copy of the online order we received on Monday May 6th at 10:54 am to the customer. The information on this form had to be entered by the consumer after entering the Marketing letters VIP Code. The marketing letter with the Vip code also has the service description on the back of it. I have attached copy of the online order. Once all the information is entered into the online portal it does ask the consumer to confirm that you want the services they ordered for the amount you chose before finishing. Then after the service was set up we mailed a confirmation letter and payment coupons to the customer.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased service with TLC for customer#****** full season lawn program-VA. l had been concerned about the service I was receiving since the tech Jamie came out the very first time April 15, 2024. I was concerned because I have a gate however I made sure the gate was unlocked. Well I called TLC with concerns because I didn't think that Jamie went into my backyard to service it. I have cameras on my house and my camera only caught him in the front yard and on the side of the house. I called and I advised them that I didn't think he went into the backyard to put down whatever it is that he was supposed to. I called again in May because my yard had an extreme amount of weeds growing in and the techs only come out to service my yard like every 6 weeks. So, whomever I spoke with on the phone when I called advised me that TLC would give me an additional service for free. Well no one ever came out. The tech didn't come out to service my yard until it was the regular time. I just decided to cancel July 10 because my yard is full of weeds. I paid for a weed prevention service and TLC did not provide that. As a matter of fact TLC is trying to say I owe them. I want a full refund because Jamie came out here with his head phones on and it took him every bit of 5 minutes to put down garbage because whatever he spread on my lawn did nothing. My service was supposed to be fertilization and I didn't see that. Crabgrass control I have crabgrass everywhere. TLC states they provide the best lawn care available and that they are prepared to do whatever is required to maximize the potential of my lawn. They didn't provide that service and because I cancelled they are telling me I owe $45. I do not owe them for a job they did not do. I believe this is a scam and they are not actually treating my grass and I want the public to know.

  Business response

  07/30/2024

  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 waived the payment that was owed, issuing a refund and the account was closed as requested.

  Customer response

  07/30/2024

   
  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I came here to file a complaint about this horrible business- I wish I had looked them up prior to agreeing to go with this company- I see that everyone else has had the same problem with them. They automatically renewed their service without my consent - I called to cancel- they then protocol send me a bill & report me to a collection agency! They did not perform the services they promised that I paid for- no aeration/seeding was done - I have cameras so I know it was not done. I called again & the woman "Tricia" did not know the answer to anything I asked- she then hung up on me- they have the worst customer service I have ever experienced . I don't think it is allowed to automatically renew service- what if I had moved? Please do something about this company- you can see everyone has the same complaint.

  Business response

  07/12/2024

  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.

  We have waived the payment that was owed and in good faith issued a refund.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/3/2024 TLC performed a lawn service and billed accordingly. About 1 week later a huge (12"X18") burn spot appeared in the middle of my lawn. It was clearly from too much product being dropped. I called TLC on 5/21/2024 @ 8:55am and spoke to Natasha, I explained the issue and that I did not feel I should have to pay the $57.93 for the service. Natasha stated she would have a Manager reach out to me as well as having someone come out and look at my lawn. I had to call back on 6/3/2024 @ 2:45pm since I heard from no one and no one had come out. Anna advised she would reach out to the Manager and have dispatch have someone come out. Anna called back and advised that a tech would be out on Thursday. 6/6/2024. The tech did not show up until Friday 6/7/2024. At first he greed that is was most likely too much product and that someone would come out and repair the area. A few minutes later (after speaking to someone else) he said it looked more like someone left a blower on the grass and blamed my landscaper. I told him that was BS, I'm not that stupid. He left his notes, along with the original bill, plus late fees. I called TLC again on Friday 6/7/2024 @ 3:24pm. I went over the whole thing again with Trisha. She was going to send a note to the Branch Manager and also asked me to email a photo to her Supervisor, which I did right away. She said that everyone is gone for the day and someone would get back to me Monday 6/10/2024 or Tuesday 6/11/2024. It is now 4:30pm on 6/11/2024 and the only contact I have received is a request for payment letter from TLC. I want to have the current charges waived and a cancellation of any future services.

  Business response

  06/25/2024

  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 waived the current charges and the account was closed as requested.

  Customer response

  06/25/2024

   
  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

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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.

*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. ↩