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
08/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
July 31st, August 1st 2024. Lawn starter was to provide on care services including cutting the lawn trimming the main areas or edging the main areas and clean up. They charged $59 per visit and I'm obligated to three visits before I can cancel. First visit they did not finish the job and they had property damage they did not come prepared with all the equipment that they should have based on what the agreement was. Please look at their online advertising it's very deceiving. Had my second one today with ******* who came with less equipment than the first ********* and he too did not finish the job. He did not have everything he needed to do so that made recommendations for additional lawn Care recommendations which he couldn't carry out even if he wanted to. I spoke with ****** about the first concern and I spoke with **** about the second concern. It was not allowed to speak with the manager in English situation. I could not provide all the details because there's not enough room within this document to share everything. **** indicated that I had to have one more to fulfill my obligation and he didn't want me to cancel. He did though tell me that he would send on the next visit a top tiered crew. I shared with him that's deceiving because of crew doesn't come out one and two that I wanted to know why I talked to crew member didn't come out from the onset. Why does somebody get to be hired for a day without any training or any equipment and be sent out to my home. **** told me you would send me a summary of the conversation day which she did not do I do have an email from **** but because of its size it won't load.
Business response
08/14/2024
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 fully cancelled your services with us. Rest assured that we will no longer send out pros to mow this 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

Customer response
08/17/2024
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
08/06/2024
Complaint Type:
Product 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 had hired LawnStarter last year to mow my yard a couple times. I requested numerous times that my the service be cancelled after two mowings. The service showed up at my house on April 22 while I was at work. My neighbor attempted to ask them to leave because she did not believe that I requested the services because she had mowed my yard the day before. They told her that I did request the services and would not leave despite her attempts, but continued to mow my yard that had been mowed the day before and CLEARLY DID NOT NEED TO BE MOWED. I sent them a letter via Federal Express (receipt confirmed) on 4/23/24. No response. They actually returned my original letter to me (via Federal Express) with no response. Nothing. Just returned my original letter. Later after reviewing a credit card statement, I found that LawnStarter had charged the following charges on my card: 6/11/24 - $45.99 6/19/24 $45.99 7./3/24 - $45.99 No services were performed on my property for these days. To confirm, I checked with my neighbor who mows my yard weekly that this service had not been there. There is also no activity on my front or side security cameras showing anyone was there. This is just blatant thievery. I am requesting that LawnStarter refund my credit card for the fraudulent charges before I take any further actions.
Business response
08/09/2024
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
08/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged ***** for lawn mowing that was never done. It was done the day prior by another business. I contracted Lawn Starter prior to being billed and told them . The subcontractor company is *******************
Business response
08/06/2024
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 Customer ********************** Support, ******, has already been in touch with you regarding your concerns. She has informed us that she processed a refund of $70.18 to the card on file. Kindly allow 7-10 business days for the refund to reflect in your account.

We'd greatly appreciate it if you could let us know whether our 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
08/07/2024
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
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was seeking lawn service With Thumbtack (an app) and received a suggestion to use LawnStarter. I was contacted via email by LawnStarter on July 22nd and that my first appointment was set for July 25th-26th. To my surprise, no one showed or called to advise of the change in dates. I made a complaint via chat and email to the company and was sent a chat from the provider (mowing company) that the date had been pushed back to Sunday, July 28th. I asked the company to find another lawn servicer due to lack of communication. So, they did. The new provider was scheduled for July28th- 29th, but he did not show. I alerted LawnStarter to this and they rescheduled me for August 2nd. I immediately asked to cancel due to the website not allowing the ability to cancel, which I'm sure the company has something to do with. I then made my way out to my mother's home on August 4th because the grass had gotten very high. I had just been involved in a car accident on July 28th so I was not in any condition to do this, yet, it needed to be done. As I was leaving my mom's home, I received a message that a crew had "accepted the request to mow..." The yard still needed a little servicing, so I gave the another day. Here it is Sunday night and I have not been contacted. I emailed the company and they reply with "CX unresponsive" and that is why they did not show. No one called, text, messaged or came by the house. I am very annoyed by this. Now, the company is threatening to charge me for no service rendered. I have sent multiple emails asking to cancel and they refused to do so. I also want my information removed from their system.
Business response
08/06/2024
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 team has already been in touch with you regarding your concerns. I was informed that your LawnStarter account has already been fully cancelled. Have peace of mind that we will not charge you for any services and we will no longer send our lawn care providers to your property until you reactivate your account with us.

We understand that you no longer want to be contacted by our business and we highly respect your decision. Your feedback is invaluable to us. Again, we apologize for the inconvenience.

Thank you and have a great day!

Best regards,
******, on behalf of LawnStarter
Customer response
08/06/2024
Better Business Bureau:

I asked that the company no longer contact me and to not share my personal information, as well. However, I received another email this morning and have gotten random calls from unknown numbers since this started. I have also reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.

Regards,

*********************
Initial Complaint
07/29/2024
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.
Cancellation of service - we payed for every other week service. Our SECOND provider, ****, says he cancelled (7/24/24) and would be by our home to mow prior to Sat (7/27/2024). Our grass was becoming long at this point (prior cancelations have given LawnStarter an unfair reason to charge us extra $ for long grass). 7/27 rolls around and we get a text saying **** cancelled service due to distance. Completely unreliable company.
Business response
08/09/2024
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
07/26/2024
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.
Lawn Starter/Lawn Love appear to hire subpar contractors that may or may not know how to cut or care for your lawn, nor do they care how or if the job is done well. If the lawn contractor damages your property, they appear to care and appear to investigate, but they do not. Ultimately, they claim it was not their fault and that the Contractor they screened, they gave the work to, is responsible for the damages. This is a case where the employer (lawn starter) makes the employee (contractor) responsible. The contractors they hire are desperate and clearly do not have insurance to address these issues. It's a disaster waiting to happen. We incurred terrible damage to our 250K Coach (RV) due to the contractors negligence. Prior to this incident our coach, especially the chrome was spotless as I'm sure our insurance provider can attest to. Nearly 20 dents were inflicted on our RV (I could not upload all of the photos for some reason). We sent photos and videos to Lawn Starter showing exactly where the damages were, where the contractors were cutting when it happened and showed the rest of our lawn that was butchered and neglected by these people so they'd see how awful and negligent these contractors were. Their response to us? They could not see how this could possibly have happened and been their fault. From the reviews, it looks like this company has a very poor reputation. Shame on us for using them. But shame on them for treating their customers so very poorly. I intent to hold these folks accountable for the damages regardless of their finding. They need to be held accountable for the damages. I am prepared to go to the media and would seek a class action suit if necessary. See attached photos.
Business response
08/06/2024
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 *****’s email.

Looking forward to hearing from you.

Respectfully,
******, Lawn Love
Business response
08/06/2024
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 *****’s email.

Looking forward to hearing from you.

Respectfully,
******, Lawn Love
Initial Complaint
07/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a very disappointing experience with LawnStarter Lawn Care Service. The landscaper assigned to my property, Gabsbylic, charged me for cutting my grass even though my property was bare and in the process of having new grass installed. There was no grass to cut, yet I was billed for the service.When I confronted ********* about the charge, he did not correct the mistake or offer any resolution. Interestingly, when I tried to locate him for further discussion, he appeared to be a small-time landscaper making fraudulent claims about performing services he didn't actually complete.This kind of dishonesty is unacceptable and has completely eroded my trust in LawnStarter. I strongly advise potential customers to be cautious when dealing with this company, as my experience has shown a clear lack of integrity and accountability. Stay away from this dishonest person.
Business response
07/23/2024
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
07/23/2024
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
07/18/2024
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.
Dates of Transactions are *** 29,2024 in the amount of $30.48 Jun 13, 2024 in the amount of $40.48 and again on Jun 26,2024 all for services not rendered. I have contacted the business in question. However they refuse to return payments but yet they keep withdrawing money from my account for ********************** account that was closed the exact same day it was opened. Because I found another provider whom were available the same day. What I'm looking for is to recover my funds. And to make sure the account is closed.
Business response
07/18/2024
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 processed a refund for $30.48 for May 25th, $40.48 for **** 9th and $40.48 for **** 22nd to the card on file. Kindly allow 7-10 business days for the refund to reflect in your account.

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
07/17/2024
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.
LawnStarter service hired for lawn cutting and trimming 3 small boxwoods and 2 large magnolias. Technician left without cutting back yard. 3 small boxwoods were trimmed. They were unable to trim 2 large magnolias. LawnStarter billed $186.99. I called to complain and was told that I would not be charged for any of the services (May, 2024) I cancelled all future services with LawnStarter at that time. $186.99 charge deducted from my checking account 7/16/2024. Called lawnstarter and they acknowledged that the technician could not trim the 2 larger bushes. They offered a $27 refund but no more.
Business response
07/22/2024
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. ***** is already working on your concern and rest assured that you are being taken care of.
Thank you for your cooperation and patience while we make things right.

Respectfully,
******, LawnStarter

Customer response
07/22/2024
Complaint: 21997684

I am rejecting this response because:

The bank Has advised me not to close the dispute because that would negate any recourse. Should LawnStarter decide not to refund The money owed. LawnStarter saying that they cannot do a refund unless the dispute is closed, which is incorrect.
Regards,

*********************************
Business response
07/23/2024
Hello ********,

Thank you for getting back to us and we understand your point. However, in order for us to proceed with your refund request, we need you to drop the dispute that you filed with your bank. We highly recommend continue communicating with ***** to further assist you with your concern.

We appreciate your patience and cooperation.
Respectfully,
******, LawnStarter
Initial Complaint
07/12/2024
Complaint Type:
Sales and Advertising 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.
Bait and switch tactics. I was quoted one price for my yard and vacant lot, but after I left on vacation, found out they would not mow my lot without an additional cost.
Business response
07/17/2024
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

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