ComplaintsforLush Lawn

• Initial Complaint

  05/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Lush Lawns (LL) business practices are not consumer friendly, are at best predatory and potentially tantamount to fraud.I received an estimate for seasonal fertilization of my lawn and tried to call on at least four occasions to discuss my dissatisfaction with the quality/appearance of my lawn and had the intent to cancel the service. I was unsuccessful in reaching anyone every time I called. The wait on the first two calls was so long, LLs system timed out and hung up on me. For the next two calls, I accepted the option to leave a message (vs waiting on hold) explaining that I wanted to discuss the 2024 season. *** used LL for many years, spending thousands of dollars and last year came to the conclusion that my lawn looks no better than the neighbors lawn - and my neighbors do not fertilize their lawns. LL never called me back, proceeded to provide service that I did not request and then send me a bill. Now that LL claims theres a balance due, they call ALL THE ***** This is a very shady, unscrupulous and predatory business practice: ignore your customers calls (or let them wait on hold and then hand up on them) when they want to cancel, provide services they did not ask for and send a bill. My request is that LL stops harassing me to collect on services I did not request and tried to cancel.

  

  Business response

  05/20/2024

  Hello **************************,
  

  Thank you for reaching out and sharing your concerns. We deeply regret the inconvenience and frustration you have experienced. At Lush Lawn, customer satisfaction is our top priority, and we are committed to addressing your concerns promptly and thoroughly. We apologize for the difficulties you encountered when trying to reach us. Over the past few weeks, we have been experiencing very high call volumes. However, we understand how frustrating it is to not be able to get in touch when you have important issues to discuss.
  

  Regarding your dissatisfaction with the quality of your lawn, we would like to understand more about how our services did not meet your expectations. Your feedback is invaluable to us, and we are eager to address this matter directly in hopes of resolving the issue. We understand your concern about the services provided. Our services automatically renew year-over-year, and since you have been with us since 2018, you are familiar with this process. You had two lawn care services this year, one on March 11th, 2024, and one on April 9th, 2024. We have waived the fee for the application on April 9th, amounting to $115. However, since there was no contact from you after the first round, we continued servicing your property. The total balance due on your account is $115. 
  

  Once again, we apologize for any inconvenience caused and appreciate your patience as we work to resolve this issue. We value your loyalty to Lush Lawn, and we hope to have the opportunity to serve you better in the future.
  

  Sincerely,
  Lush Lawn & Safari Tree
  ************

  Customer response

  05/22/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] The basis of their offer is that I did not contact them between the first and second applications.  This is not true.  I tried to contact them BEFORE AND AFTER the first application.  Not only did nobody answer the phone - I waited so long Lush Lawn hung up on me!  I also left two messages and Lush Lawn finally called back after the second application.  

  As stated in my original complaint, I did not request the services they provided and will not pay for services I did not ask for.  I tried four times to contact them - this is well beyond what a reasonable person should do.  Not answering your customers' calls, providing services they did not ask for and asking for payment is predatory at best and potentially fraud.  Reiterating my position, I will not pay for services I did not ask for.

  
  Regards,
  
  ***********************************

  

  Business response

  06/13/2024

  **************************,

  Thank you for your feedback. We have reviewed your complaint thoroughly. It's clear that there was a misunderstanding regarding the timing and nature of your communications with us. We regret any frustration caused by our delayed response and the services rendered. We aim to provide clear and timely communication and are sorry we fell short in this instance. Please note that our intention is never to provide services without consent. 
  

  We pulled all phone data for any calls you may have made to us, and there is no record of you calling after the first service was completed. However, we acknowledge that you did not want the the services provided and, considering the circumstances, we will not be seeking payment for these services.

  
  If you have any further questions or need additional assistance, please feel free to contact us directly.

  Customer response

  06/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********.  My understanding of their proposed resolution is that all charges have been dropped and there is no balance due.  Assuming Lush Lawn stops sending invoices requesting payment, this resolution would be satisfactory to me and I would consider this complaint resolved.

  Regards,

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a good customer of **********************, and I always prepaid my service for the season for the past 10 years with the company. I decided to cancel my annual service in January for the year 2023 after an unpleasant call with the sales rep. I told her due to the price hike from year 2022, I wanted to discontinue the service from the company. In April I noticed a lush lawn sign on my property (normally this happens after a lawn service application), and I called Lush Lawn immediately. They promised to cancel the service, but I started to receive bills for the first unagreed service ($50,99) plus late fees for a few months. I called again on Jun 15th and was told they placed my account under collection. This is so absurd - I notified the company in advance but it was ignored (not on record as they claimed), and they said they always auto-renew so I owed them the money. I sincerely believe this is a bad and dishonest business practice and must be corrected. Thank you.

  

  Business response

  06/16/2023

  Hello ************,

  I first wanted to apologize for the miscommunication. Your account was not sent to collections, and there has been no impact to your credit report. We have waived the application fee of $52.49 that was incurred when we completed your property for lawn care. Again, our apologies for the miscommunication. I hope this resolves your concern, please reach out to me if you need additional assistance.

  Thank you,

  **********************;

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

   

   

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  L.L has been responsible for my yard ferritization for a few years and have been satisfied with them prior to last year, so much so that as a landlord I had my tenants use them. Last year was a disaster. They were coming out, skipping most of my lawn, and/or burning it or not spraying enough - when i complained to the techs they said to me - this is not my regular route as they from flint as the Rochester team is understaffed - this happened multiple times - I demanded a manager come out- at the end of the season after my lawn was destroyed, he came out and saw the damage along with the videos i had of the techs skipping half my yard and he apologized and said that they have been understaffed and getting people form the flint location. he promised that at the beginning of this season, he would overseed my yard, air rate it and ensure it was fixed. Over winter, I had sales people call me and i would tell them that i should already be in the system and they would look it up and state, your account is taken care of. I started to see L.L in my sub and skipping me so I called - which was difficult to reach as i would leave messages, text, and email with no response (for weeks). When i did get through they apologized and said that they switched over systems and they are having issues with it. He looked up my account and first said that the technician from last year put in the notes that my yard needed 7-8 different treatments, and i declined them - i told him that was a lie, and went over with him the agreement I had with the manager, and then we put me on hold and said that he found the notes and agreed that they would over seed and other work but that's at the end of the season - but it should have been done when he came out. He would have the manager call me and would follow up on Friday. When ****** came he did follow up and stated that the manager put in the notes that we spoke and are aligned - and i told him this never happened! This is rediculous!

  

  Business response

  04/18/2023

  Hello Mr. *******,

  We want to apologize for the delay in getting this resolved for you. I understand the branch manager has spoken with you today to put together an action plan to resolve. If you need anything further, please let us know.

  Thank you, 

   

  Customer response

  04/18/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I did get a call but still do not have a commitment, nor understand if Lush Lawn will fully cover this years service or what.  Please explain to the BBB your exact plan and cost absorption.  FYI the manager stated he had no idea that the BBB was involved.
  
  Regards,
  
  *****************************

  

  Business response

  05/31/2023

  Hello Mr. *******,

  We apologize that this has not been resolved. We have gotten in touch with the branch manager and he will be reaching out to you. 

  Thank you,

   

• Initial Complaint

  09/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last year, Lush Lawn started services that ended up being about $500 per month to which I did not agree to. I made it clear then that I did not want any further services (and resolved the nearly $2,000 bill). This year, they start services in July -- stating I was on an auto-renewal. I had emailed and indicated I did not authorize services for this year. They canceled my 1st July visit, but then came later in July or early August citing "auto-renewal". Where did they have any authorization from me? Especially after our dispute last year? There are shady business practices here -- unethical business practices. I'd warn anyone to not use Lush Lawn. I did not authorize services. I did tell them I did not want services -- both last year and this year -- and now they still come out and are trying to collect on services I did not authorize? It will be a cold day in h*** before I pay another dime to this fraudulent organization.

  

  Business response

  09/20/2022

  *******,

  Thank you for providing your information to the BBB for review.  I took some time to review your account and the services we have provided you over the many years you have been a customer of **********************. Since you started, some of the services we have provided for you have changed from year to year. The most recent change to your account was in Summer 2020 when you discontinued lawn and tree care, but retained flea and tick control for your property.

  As has been the case with all of our programs, a program automatically renews from year to year. and this was the case in 2021, when the flea and tick control service was renewed and provided during that year. For the 2022 season you received written notification in October 2021 and January 2022 that the program had renewed and offered a discount for prepayment. No action was required on your part to renew the services, but it was incumbent upon you to notify us prior to service commencing that you wished to cancel. 

  Your first service in 2022 was on July 28th. It had been scheduled for earlier, but was placed on hold. On July 19th we called to let you know the hold was coming off the service and we would be scheduling your visit in the coming weeks. A prenotification letter was emailed to you 24 hours in advance of the visit. We did not receive any response so the service was performed. 

  I'm sorry that there was confusion on your part regarding the renewal of services. This is a standard practice in many industries, and is noted on all confirmations, proposals, invoices, and statements we send out. We feel that we did provide proper notice of services and that we should be reimbursed for that work.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In March I agreed over the phone to try one application of mosquito prevention. That first application was to be applied in April. There was never any more communication from the company and I finally contacted a different company and started receiving their applications. On June 13th, with no notice of any kind, a technician showed up and sprayed my property. I called the company to tell them they had made a mistake and they said it was the April treatment that had been delayed by weather.I have not paid, I sent them a letter describing why I didnt pay, and now they are calling me asking for payment. I do not feel I should have to pay for a treatment that was 2 months late.

  

  Business response

  08/03/2022

  **********************,

  Thank you for taking the time to detail your concerns to the Better Business Bureau. I'm disappointed that we were not able to come to an agreement before beginning this process, but we will work on this with you.

  I did review the notes in our system, and confirmed that yes, you did agree to mosquito control services for a period of one year with our company. Subsequent to our phone conversations a letter confirming services was sent, along with a second letter offering a discount for prepayment of these services. Neither letter was responded to by **********************.

  Mosquito control, like all of our products and services, is time and weather sensitive. Depending upon the weather conditions we can begin spraying for mosquitos as early as late April. However this year our weather was not typical, and because of the cold, rain, and snow, we were unable to start applications until later in spring when conditions warranted. When weather conditions improved we began scheduling our mosquito control customers starting in mid-May. Unfortunately we were unable to put your house on a route until mid June. 

  We do not have any record of a cancellation by ********************** prior to the date of service at her home, and because of that, we performed the service as agreed upon. Following the service we received several phone calls and written communication requesting that we cancel future services, and have done as requested.

  Based upon this information we feel our request to pay for the service rendered is justified and the invoice should be paid. 

  Customer response

  08/04/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I received the transcript of the phone call, I agreed to one application in April.  I did not agree to a year subscription and did not give them my credit card number or have any communication with them for 90 days, and I was never notified of the technician planning to arrive.  I am rejecting their offer because I dont agree that I should have to pay but I am going to pay just to be rid of them.  I will continue to add my experience to every place I see them advertised.
  
  Regards,
  
  *****************************

*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. ↩