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Business Profile

Lawn Care

LawnStarter

Headquarters

This business is NOT BBB Accredited.

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This business has 1 alert

Complaints

This profile includes complaints for LawnStarter's headquarters and its corporate-owned locations. To view all corporate locations, see

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LawnStarter has 15 locations, listed below.

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    Customer Complaints Summary

    • 272 total complaints in the last 3 years.
    • 119 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We worked with Lawnstarters to mow, edge and take care of clippings from my lawn for two years now. I ran into multiple issues this April and May. During this time, the current rep was doing a fine job, so I asked for a quote to do yard clean up. The current rep and I accepted the terms of the quote. After the agreement was made, the current rep never showed up again - not for the next mowing, not for the initial yard clean up, even though I was scheduled and had paid for both services. We messaged back and forth. He said it was the weather, which was strange because he showed up on days that it had rained before and this time it didnt. Then he said is Grandmother was sent to the hospital. Then he said that he would be here on Mother's Day at 9:00 AM CST. At 11:00 AM on Mother's Day, I went to message him to check in and all his messages were gone. When I clicked the Message My Crew Button, I had a new rep. **** guy didnt show up either.The last service was on April 26th, 3 weeks ago. At this point the grass was getting high. I messaged the customer support team asking what happened to the current person. I messaged the team to find out when the new person was coming. I messaged the new person to find out if/when they were coming. I let support know that they could put the clean up on back-burner. I can take care of that myself. I just dont have any lawn mowing equipment. All my messages were cordial, but all teams ghosted me. I got the generic automated messages saying that someone would be in touch for the two messages sent to support, but they didnt answer any of my questions or let me know if/when someone could show up, and I never once heard from the new guy. This doesn't let you add much, so ALL the details are in the attachment.

      Business Response

      Date: 05/29/2023

      Hello Chelly,

      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 and left a Voicemail as we aim to make things right.  We will highly appreciate it if you could respond to her email.

      Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter

      Customer Answer

      Date: 05/30/2023

      Complaint: 20070330

      I am rejecting this response because: they make it sound like they are doing their best to connect with me. I received *****'s message and called her back. When I called, I was immediately disconnected after someone answered. I kept calling back thinking that someone would answer again if the hang up was an accident, and I just kept getting put on hold. Finally I left a voicemail that said let's connect over email (requested this multiple times). She sent me an email that said she would continue to try to connect with me over the phone (see attachments - have more if you need them).I even gave her times I was available. I added her number as a contact in my phone, and still my phone never rang. I feel like this is some sort of game for them - to keep running me around in circles. Now the new mower person is asking for a rating when he never cut the lawn, and sent me multiple messages to suspend the service. I will not until this is resolved. 
      Regards,

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

      Business Response

      Date: 05/31/2023

      Hello ******,

      Thank you for letting us know about what happened.  I went ahead and informed ***** to get back to you as soon as possible.

      Again, we apologize that this is taking too long to get resolve. But please know that we appreciate your patience and cooperation. 

      Respectfully,

      ******
      LawnStarter

       

    • Initial Complaint

      Date:05/17/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      They said I would receive my lawn mowing service from 5/15-16 it is now the 17 is no one has showed up. I have received no phone call or email explanation and they billed my account I need this resolved asap!

      Business Response

      Date: 05/29/2023

      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 and left a Voicemail as we aim to make things right.  We will highly appreciate it if you could respond to ****** email and/or call.


      Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter


      Customer Answer

      Date: 06/06/2023

      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

      Date:05/17/2023

      Type:Product Issues
      Status:
      Answered
      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 was recently charged $67 for a service visit that supposedly happened on 04/26/2023 that I did not schedule and in fact did not occur! My account was supposed to have been fully closed because of complaints I filed about the initial service.

      Business Response

      Date: 05/31/2023

      Hello *******,

      Greetings!

      I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the terrible experience you had with one of our services. Upon review, one of our Experience Specialists ***** reached out to you through your ****** My Business review, however, you have advised her that you do not want ** to contact you back. 

      We would love to make things right ******* and we hope you would allow us to do this. We know this is too much to ask after of what happened but we hope you could give us another chance.

      We will sit tight and wait for your reply.  Thank you!

      Respectfully,
      ******, LawnStarter


      Customer Answer

      Date: 06/07/2023

      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

      Date:05/15/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Tried to sign up for lawn care through LawnStarter four times using credit card information but received no confirmation. Company called to set up service and gave contradictory dates of service for Thursday, then Wednesday, then Tuesday. They showed up unannounced on Monday. I still cannot log into my account and no one answers the phone. I have called four times today and am still waiting to talk to a human being after two hours.

      Business Response

      Date: 05/26/2023

      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 and left a Voicemail as we aim to make things right.  We will highly appreciate it if you could respond to Brittanys email.

      Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter

      Customer Answer

      Date: 06/02/2023

      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

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Business was supposed to mow my lawn on Wednesday. They did not show up. Then they says Thursday. They didnt show up. Then they says they were on their way and I called and texted them and they guaranteed they were coming. Then I checked my email and I got a message from them saying my lawn did not need mowing. My lawn is long and over grown. They wont respond back to me.

      Business Response

      Date: 05/31/2023

      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 hope we will be able to make things right for you and we appreciate that you have given ***** a chance to work it out for you. Please bear with ** while we fix the issues.


      Respectfully,
      ******, LawnStarter


      Customer Answer

      Date: 06/07/2023

      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

      Date:05/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up with this company on 5/1/23 to have them mow my yard on 5/2/23. I signed up with a promotion to get your first mow for $19 and then bi-weekly mowing for $53 after that. I had to commit to use them at least three times. I got an email on 5/2 saying they were unable to find anyone to do my service so it was cancelled but feel free to request new dates. Well I didnt request new dates because I really needed it done that day so I hired someone else. I figured that was then end since they couldnt find anyone. Today, 5/12, someone shows up to do my lawn and I told them no. That I wasnt using them because they backed out so I had a new company. My lawn was just mowed and it doesnt need to be mowed again. I got an email saying that they were notified I wanted to cancel and to go on my account and cancel. So I cancelled online and it said I still need to do my three services through them and that the original offer of the $19 dollar mow is no longer available so all three will be the full price. Even though they cancelled the initial service, not me. I attempted to call and remained on hold for a long period of time (with no hold music, so it was unclear if I was still holding or not) I wasnt ever able to reach anyone. I got an email after the person left and I had canceled saying that they were unable to cancel my service because I didnt give 48 hours notice. I need to know if Im being charged for the service that wasnt provided because thats what it seemed like but I can get ahold of anyone. I will be reaching out again and again until this is resolved. Very shady business practice to offer a deal for a service, cancel the service and then say well the deal is over but youre still committed and need to pay full price.

      Business Response

      Date: 05/26/2023


      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 and left a Voicemail as we aim to make things right.  We will highly appreciate it if you could respond to ****** email.

      Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter

      Customer Answer

      Date: 06/02/2023

      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

      Date:05/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Order lawn services over a week ago. No one has showed up. Grass is now over a foot high, so when they do show it will be an upchatge. Can't get through to customer **********************. And email says job us done.

      Business Response

      Date: 05/25/2023

      Hello *********,

      Greetings!

      I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the terrible experience you had with one of our services.

      Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint.  Are you satisfied with the assistance and resolution you have received from her? We would love to know if she was able to make things right.  Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter


      Customer Answer

      Date: 06/02/2023

      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

      Date:05/10/2023

      Type:Product Issues
      Status:
      Answered
      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.
      In April 2023, my bi-weekly lawn mowing service by LawnStarter was supposed to resume after pausing in November 2022 due to changing seasons. A new lawn crew was assigned with no communication from LawnStarter. I hired LS to compete a one-time leaf removal yard cleanup in addition to the lawn mow. The yard cleanup included garden bed weeding, leaf, rock and mulch and side **** removal. On April 24, 2023 ************ crew did not complete the garden bed nor side cleanup but gave a verbal that they would return within the week. The crew mowed the lawn over the leaves. I was charged $50 for the lawn mow and $229 for the one-time leaf removal and yard cleanup. LS refused to refund the $229, but rather assign half the cost ($114.50) to the next two lawn mow services. My second mow that was to was scheduled for May 8th and/or 9th, but was cancelled by LawnStarter. Ive paid $229 for services not rendered and LawnStarter refuses to refund.

      Business Response

      Date: 05/22/2023

      Hello Toya,

      Greetings!

      I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********. We apologize for the inconvenience. 
      Upon review, Toya, one of Experience Specialists *****, already reached out to you regarding your concern/complaint.  Are you satisfied with the assistance and resolution you have received from her? We would love to know if she was able to make things right.  Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter

      Customer Answer

      Date: 05/31/2023

      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

      Date:05/09/2023

      Type:Product Issues
      Status:
      Answered
      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 terminated my account due to horrible service. They charged me $50 to terminate even though I had followed all their impossible circle to terminate. I did not owe anything. They did not provide the last service. When I complained they responded with the rules on closing the account. I asked them how do I remove my credit card information. They stopped responding to me.

      Business Response

      Date: 05/22/2023

      Hello *** ********************************************* am reaching out to you regarding your Better Business Bureau (BBB) complaint #********. We apologize for the inconvenience. 
      Upon review, one of Experience Specialists *****, already reached out to you regarding your concern/complaint.  If you could reply to her emails, we would love to know if she was able to make things right.  Looking forward to hearing from you.

      Respectfully,
      ******, LawnStarter

      Customer Answer

      Date: 05/22/2023

      Complaint: 20035062

      I am rejecting this response because:

      1. They owe me money for services not rendered.

      2. They responded to my complaint as if I never emailed them through their app. They dont let you quit their service.

      3. They refuse to give me a phone number to speak to them.

      4. If I email them they give me the runaround. 

      5. They refuse to acknowledge how do I remove my credit card information even after getting paid and closing my account.  After the overcharged me.

      6. They have yet to give me answers to my questions. 

      7. They are 100% a scam as they never do the service you pay for and disappeared for weeks after they charge and charge anyway.

       


      Regards,

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

      Business Response

      Date: 05/25/2023

      Hello Dr. ******************************* am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the terrible experience you had with one of our services. Upon review, one of our Experience Specialists ***** handled your concern. Can you please let us know if ***** was able to resolve the issue? Are you satisfied with the resolution she offered? 


      We will sit tight and wait for your reply.  Thank you!

      Respectfully,
      ******, LawnStarter


    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Lawn starter sent a crew to my home at approximately 8 pm on Friday , April 21,2023 to mow my lawn. After receiving an email to rate the job, I inspected my property. They ran over a sewage access pipe completely breaking it off and broke the closer on my storm door. I reported the damage, took numerous photos, and submitted estimates three for the pipe and two for the door requested by their company. Damage done was over $400. I was then sent an email that they were unable to determine fault with any certainty. I looked at their terms of service with their pros and according to their own document they are to have adequate insurance to cover their performance yet no one will provide insurance information to file claim. I spoke to ******* consumer affairs and they stated that because I make payments to lawnstarter that they are responsible for the damage. The bottom line is someone needs to repair the damage done to my property.

      Business Response

      Date: 05/19/2023

      Hello ****,

      Greetings!

      I am reaching out to you regarding your Better Business Bureau (BBB) complaint ##********. We apologize for the inconvenience. 

      Upon review, ****, one of Experience Specialists *****, already reached out to you regarding your concern/complaint.  Are you satisfied with the assistance you have received from her? We would love to know if she was able to make things right.  Looking forward to hearing from you.


      Respectfully, 
      ******, LawStarter


      Customer Answer

      Date: 05/22/2023

      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,

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

    LawnStarter is NOT a BBB Accredited Business.

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