ComplaintsforLawnStarter

Lawn Care

Current Alerts For This Business

Pattern of Complaint:

BBB files indicate Austin Lawn Care Services and LawnStarter has a pattern of complaints and customer reviews concerning delivery of services and customer service issues.
Consumers allege LawnStarter:

• Fails to complete jobs
• Does not honor service dates
• Charges unauthorized fees for "long grass" (even when provider reschedules appointment causing a service delay and hence longer grass)
• Charges for services not started
• Does not resolve property damage complaints.
• Continues charging for services even after consumers cancel services
• Continue charging for services after consumers request to cancel.

In September 2020, BBB submitted a written request to the company encouraging them to address their pattern of complaints. In June 2023, LawnStarter began addressing outstanding customer complaints however, as of July 2023, BBB conducted a follow-up investigation and concluded the pattern of complaints previously noted remains.

As a result, BBB submitted an additional written request to the company seeking information including how they intend to address the pattern identified within consumer complaints and customer review data. As of August 25, 2023 LawnStarter has not responded to BBB requests.
BBB will update this profile with any additional information, including any business responses, when it is available.

For more details regarding disputes received by BBB, please visit the complaints tab of this business's BBB Business Profile.

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Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for weekly mowing service approximately one month ago. My yard was not mowed last week or so far this week. When I try to call the company, the calls do not go through. I am unable to reach anyone in the company to voice my complaint. Is this company out of business?
Business response
07/15/2024
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 successfully cancelled your services with us.

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 LawnStarter

Customer response
07/15/2024
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.

Regards,

*******************
Initial Complaint
07/03/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for lawnservice through this company. Upon start up, I added a credit card as the website asked. Before my first service, I went online an updated that credit card to the one I wanted to be used/charged for services. Well I check my statement one month later and Ive been charged for the last TWO services on the credit card that I removed from the website. The charges were charged to my cap one card ending 1435. The charges were ***** and *****. I disputed with the credit card company, but the charges were ultimately put back on my card after they spoke to lawnstarter. I need an explanation as to HOW they can charge a card that I REMOVED from the website...TWICE and not charge the one on file. WHY and HOW do they still have my card information that was deleted?
Business response
07/08/2024
Hello Coronda,

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 Coronda that ***** will do her best to make things right.

We appreciate your time and cooperation while we sort things out for you. Thank you!

Respectfully,
******, LawnStarter

Customer response
07/08/2024
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.

Regards,

***************************
Initial Complaint
06/27/2024
Complaint Type:
Billing Issues
Status:
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.
I arrived at my home yesterday to see a brochure in my front door, stating that TRU Green had provided a lawn service to my yard, entering my private gates back and front of my home. i have never requested a Tru Green service and was surprised to see this information. i don't have enough grass to ever benefit from such a service and would never authorize that type of work to be done. Previously, I experienced the worst customer ********************** from ********************** and was obliged to leave their lawn cutting service, which was all that was ever done. Never had I requested or experienced lawn treatment. i have no intention of paying for a service that i did not request. During my conversation today with an unprofessional call center person at LawnStarter, despite me explaining everything, he stated that a tech would be back!I have a very professional company that has been taking care of my yard for some time now, and these issues do not exist. i want to be out of the Database for this company, I believe that they operate a scam, bait and switch type of business and I want nothing to do with them at all. Most importantly, i do not want to be billed for any service that I did not authorize.I live in *******, ******* and was told that the corporate office for LawnStarter is in Austin. The company seems to operate in a clandestine, cloaked manner, and I am registering this complaint.
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. ***** 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,
******, LawnStarter
Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
06/25/2024 while on vacation we receive several messaged from this company saying all of the lawns we service had cancelled. When we contacted the company they said we were emailed (which we did not receive) and the account had been deactivated. I asked why? They said a welcome sign had been taken and we were never made aware of anything this was done supposably in May and this is the end of ****** ************ is so terrible and I cannot express how I don't think anyone should do business with them but I do want my companies name cleared.
Business response
07/01/2024
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 and working on it.
We appreciate your time and cooperation while we are making things right. Thank you!

Respectfully,
******, LawnStarter
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My services were cancelled per my request on May 30th. The service I requested then showed up 1 month later without any notice and tried to charge me $252 again with no notice whatsoever. I have emails proving that I asked for all services to be canceled and have the confirmation emails to prove it.
Business response
07/01/2024
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 Lawn Treatment Specialists, has already been in touch with you regarding your concern. They informed us that we reversed the charge for the Aeration at ************************************************ on 2024-06-21 on Jun 25th. Rest assured that we will not charge you for this service.

We'd greatly appreciate it if you could let us know whether our team's assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if we've successfully resolved the matter to your expectations.

Looking forward to your response.

Best regards,
******, on behalf of LawnStarter
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Love Lawn / LawnStarter are the same company. And at the time, I didn't know they were the same company. 1st cut $20.00. Love Lawn never showed up. He kept changing day he could come. Unreliable. Told them to not to bother to come. So I went to the internet and found Lawnstarter. OK they show up, 2 men. They cut Lawn and trimmed it. Before I know it I get a message that they used special equipment and it was such a big job and he couldn't finish and had to come back to finish in a week. And was charging over $200.00. Insane. He showed up with another guy in a small car with a fold-up lawnmower. No special equipment or treatment. I have a small property and he was done. I call customer ********************** and sent them pics of what he did. She was speechless. SCAM. I deleted their App and deleted txt and unsubscribed. So I called ********* and told them what happened and a very nice lady there highly recommended someone she knew from the neighborhood. He been here every 2 week. Last cut was this past Wednesday. So today is Monday and I was asleep and my Mom comes to get me and tell me someone was outside mowing my Lawn. The man tells me LawnStarter sent him. And he lied and said he had cut my lawn before. Which was a lie. And he finally admitted that he didn't. He knocked on my door and no one answered. I told him to never come back again. This is harassment and couldn't he see that it was already cut? I went on line and found out a website dedicated to all the complaints from other people who have gone through what I've gone through. And their BBB score is a C-. Please help.
Business response
06/25/2024
Hello ******,

Warm greetings!

I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.

We want to inform you that your LawnStarter services have been canceled, and you can rest assured that no lawn care providers will be sent to your property in the future. Additionally, you will not be charged for any services under your LawnStarter and Lawn Love accounts.

If you need further assistance, please let us know, and we will have one of our Experience Specialists reach out to you to address any concerns. Thank you!

Looking forward to your response.

Best regards,
******, on behalf of LawnStarter
Initial Complaint
06/24/2024
Complaint Type:
Billing Issues
Status:
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.
I was fully charged $117 twice after pausing and cancelling service due to provider not even cutting my fully yard and leaving strips of high grass all through my yard leaving me having to recut it more than once. This company does not have a phone number to call to cancel service and only have in app options that don't even work because my provider was at my home the very next week after cancelling. I would like a full refund from them I don't have money to waste while I have to pay someone else to mow my lawn after trying to pay you guys and you just do my lawn any type of way.
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. ***** 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,
******, LawnStarter
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Scheduled first service on 13 June. 8 days later now on the 21st my lawn wasn't mowed and there was no communication. They kept saying the service providers cancelled or were unable to perform the services. Or there was an unexpected problem. I cancelled before hearing more lies from the fake "company." They are only collecting credit card info and personal info, not providing lawn care.
Business response
07/01/2024
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. We appreciate your time and cooperation while we are resolving your issue. Thank you and have a lovely day!
Respectfully,
******, LawnStarter
Business response
07/10/2024
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,
******, LawnStarter
Initial Complaint
06/17/2024
Complaint Type:
Billing Issues
Status:
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.
I canceled the lawn services by phone in April of 2024. The company continued to take money from my account. I emailed them on May 18, 2004, to have the services terminated again, but they continued to go into my account and take money.Thank you,*******************************
Business response
06/25/2024
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 your LawnStarter account is fully cancelled. Rest assured that we will no longer send our pros to mow your lawn moving forward.

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 LawnStarter
Initial Complaint
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2023 I was looking for someone to mow my lawn. On day a man named ****** showed up and asked do I need any lawn care? I said yes. He asked how much can I spend? I assumed he was working independently so I said how about *****. He said fine and mowed my grass and cleaned up some leaves.Now a year later lawn starter bills be ******! I was shocked. I dont want to pay twice for the same service. If there employees steal there customers its not my fault? The man never said he was employed by anyone.Why dont they get the money from there employee who is stealing there customers?Thank you
Business response
06/25/2024
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,
******, LawnStarter

Customer response
06/30/2024
Complaint: 21855821

I am rejecting this response because:
They merely asked when they can call me. I told them after 3pm.
Regards,

*************************
Business response
07/03/2024
Hello *****,
Thank you for informing us, and we apologize for the oversight in not returning your call. We have reminded ***** to contact you. Please keep your line open for her call.

We appreciate your patience.
Respectfully,
******, LawnStarter
Customer response
07/03/2024
Complaint: 21855821

I am rejecting this response because:

Regards,

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

they havent answered my complaint?
Business response
07/11/2024
Hello *****,
I am sorry to hear that you did not hear from us, however, upon review, our Experience Specialist ***** sent you an email and left a VM on Jul 3rd. Could you please your Junk/Spam folder with "LawnStarter Escalations - Experience Team Outreach" as the subject of our email?
We will alert ***** and advise to reach back to you. Please keep your lines open.
Thank you and we appreciate your patience.

Respectfully,
******, LawnStarter

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