Complaints

This profile includes complaints for NaturaLawn of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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NaturaLawn of America has 6 locations, listed below.

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  NaturaLawn of America

  111 Corporate Dr Montgomeryvle, PA 18936-9643

  
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  NaturaLawn of America

  100 Cheshire Ct Ste 103 Coatesville, PA 19320-5806

  
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  NaturaLawn of America

  PO Box 2330 Cinnaminson, NJ 08077-5330

  
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  NaturaLawn of America

  PO Box 397 Montgomeryvle, PA 18936-0397

  
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  NaturaLawn of America

  2702 Cindel Drive Delran, NJ 08075

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Natural Lawn customer for several years. I had them perform weed treatments, pesticides, and yearly re-seeding. I have been happy for years until, on September 7th, a Natural Lawn representative pulled into my driveway with a Natural Lawn Service/******** Van. He came to the door and told me they planned on performing the aeration service today. I asked how much that was, and he stated it was $800. I declined and told them that I would perform that myself. He left. This was around 3:50 p.m. I went on a business trip the following week and arrived home on Friday, September 15th. I noticed that the aeration was performed (without my consent) and had only been done in certain areas in the front. I checked my credit card statement and found a pending charge for $809.47. I called Natural Lawn of America on Friday and left a message. The number I called was ###-###-####. The call was returned around 2 p.m. on Friday the 14th. She was helpful in the beginning and said she would leave a message for the manager, who would be giving me a call shortly. I hung up, thinking I could explain the misunderstanding and meet in the middle with a compromise. I noticed the charge had been posted on my credit card on Monday, September 18th. I received a call Tuesday, Sept 19, from the same person I spoke with a few days before, saying that she had spoken to the manager and there "was nothing they could do." I then told her to cancel my services with Natural Lawn. She then told me that I had one re-seeding left on my plan. I declined this service, and she told me I would be charged approximately $400. I stated, "I am not paying you for services not performed, and because I declined the aeration, I am canceling my relationship with your company. I have contacted my credit card company to decline the charges.

  Business Response

  Date: 10/16/2023

  We have been servicing your lawn since 2021, and each year we provide a core aeration and free seeding in the fall as part of your program. When we scheduled this service for the 2023 season, the technician did bring the work order back to the office that you did not want it done that day and requested to do it at a later date. We were never informed you did not plan on doing the service at all this year. When we rescheduled the service we did call you a week prior and left a message to inform you it was scheduled again. We never heard back from you that you did not want it done, therefore the service was performed. If you had told the technician to cancel this service, he would have informed you to contact the office as all cancellations need to be done through the office. We are sorry if there was any miscommunication and are sorry to lose you as a customer over something like this. Hopefully you can understand our position as we were never informed you wanted to cancel this part of your service, we did notify you before rescheduling it again, and still did not hear from you that you did not want it done.  

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  When the driver arrived to perform the service, I was there. He came up to the front porch and told me he was there to perform the aeration. I asked him how much it would be. After he told me $800. I told him I would do it myself. As stated prior, I asked him to notify Natural Lawn that I am not wanting this service. He is an employee of Natural Lawn and stating that I declined this service should have been sufficient. He did not state to call the head office, He got in his truck and left. My father was in town and was with me during this interaction and can attest to the exchange and its accuracy. His contact information can be provided if requested. 
  
  Regards,
  
  ******* ****