ComplaintsforLawnStarter
Current Alerts For This Business
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
The company keeps billing my credit card even though my services have been canceled. I call them every other week and they assure me that the have fix the problem and they **** me again. I have a whole other service for my home at this time. This is a nightmare. And I want it to stop they just texted me and told me they were trying to **** me for yet another service that I havent received. I had to call my credit card company.Business response
08/03/2021
Good day ******,
I am contacting you about your Better Business Bureau complaint #********, dated 08/03/2021.
I understand that your crew still showed up, and charged your account despite previously canceling your account. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right, and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you!
Thank you,
Chai, LawnStarterInitial Complaint
08/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
LawnStarrer took my money and has never shown. They say I can cancel only after 3 services. At this rate that could take a year! I am hiring someone else again as I had to 2 weeks ago when they no showed. I want my money back and contract canceled immediately.Business response
08/02/2021
Good day *****,
I am contacting you about your Better Business Bureau complaint #********, dated 8/02/2021.
I understand that your crew charged you for services they never performed. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right, and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you!
Thank you,
Chai, LawnStarterInitial Complaint
08/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On July 5th Lawn Starter said they sent an employee out to my area to get rid of Poison Ivy. ******* from Lawn Starter e-mailed me and said he sprayed for weeds. ******* was the crew selected to mow and take care of my years. I waited over a week and my back yard still has weeks all over the fence. I also waited because I wanted to talk to ******* about the weeds not dying when he came back , but instead Lawn Starter changed my crew working on my lawn. They charged me $158.54 for this service 4 days later and the weeds are still there. I have called 3 times and they said they have a policy that if it is not reported within 5 days of service they cannot do anything for me. I would like the fee reversed.Business response
08/02/2021
Good day *******,
I am contacting you about your Better Business Bureau complaint #********, dated 8/02/2021.
I understand that your crew never returned to complete the service you had discussed with them. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you!!!
Thank you,
Chai, LawnStarterCustomer response
08/02/2021
Complaint: 15713814
I am rejecting this response because: Lawn Starter Called me on Sunday August 1, 2021 and reimbursed the cost of their service that was not completed. Please disregard this complaint. The issue has been resolved
Regards,
*********************************Customer response
08/04/2021
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.Lawn Starter Called me on Sunday August 1, 2021 and reimbursed the cost of their service that was not completed. Please disregard this complaint. The issue has been resolved
Regards,
*********************************Business response
08/04/2021
Hello *******,
We appreciate your confirming that we have resolved your issue. Feel free to reach out to us if you require anything at this time.
We appreciate your business!
Sincerely,
Chai, LawnStarter
Initial Complaint
08/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I signed up weeks ago to have my yard mowed and have now been assigned multiple third party contracted crews that never show up and never respond. Customer ********************** does nothing to resolve this but reschedule again for another week out and say that they will try to waive the long grass fee that they will charge me even though they caused me to have the long grass by not showing up. Im now being charged on a daily basis by my HOA because they dont show up. Now Im stuck trying to wait for LawnStarter to do something because I cant even hire a different company without having to pay them an additional fee for overgrown grass. This feels like a scam. They lure you in and then waits so they can charge you more fees and effectively making you stuck and unable to resolve. It will cost me hundreds of dollars in fees and charges by the time this is over.Business response
08/02/2021
Good day ******,
I am contacting you about your Better Business Bureau complaint #********, dated 8/2/2021.
I understand that your service has been delayed since you reactivated your service from a seasonal pause. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you!
Thank you,
Chai, LawnStarterInitial Complaint
07/29/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Such a scam the advertisement of lawn moving serivces get scheduled and no one shows up now my card has been charged and have my bank card information to be charged again when canceling membership says after next 3 cuts smh very unprofessionalBusiness response
07/29/2021
Good day ********,
I am contacting you about your Better Business Bureau complaint #********, dated 7/28/2021.
I understand that your crew did not show up on your first mowing schedule, and you never got a reply when you tried reaching them through the app. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you!
Thank you,
Chai, LawnStarterInitial Complaint
07/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I engaged the services of Lawnstarter in *****, ** July 12, 2021 with a signed *********************** for 3 biweekly cuts through my sales ********** On July 13, my yard was cut and essentially butchered with HUGE bald spots and flower beds completely mowed over. I contacted my sales rep. who told me to email support. Support (********) then said they have no record of who cut my lawn so they cannot help me. I have texts with ***** and emails from Lawnstarter on July 12 saying that my service has been scheduled. Yet somehow, after my lawn is butchered, they can't help me and don't know who cut my yard???? ******** confirmed by email that my account was cancelled.Exactly 2 weeks later on July 26, my yard was butchered AGAIN!! I called the main number and the person I spoke to appears to be at an overseas call center. They could not help me and they could not transfer me to a manager. How do I keep these people out of my yard? Lawnstarter should reminburse me for grass *********************Business response
07/28/2021
Good day ********,
I am contacting you about your Better Business Bureau complaint #********, dated 7/27/2021.
I understand that your crew damaged your property and that you have been reaching us about your property damage claim since. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you and making this right!
Thank you,
Chai, LawnStarterInitial Complaint
07/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called and cancelled services with Lawnstarter because they stood me up twice. I had a BBQ planned for the 4th of July and they had scheduled twice so the last time I just cancelled my services all together. July the 15th I received charge on my credit card from them for a service I never received. If my account was cancelled which they show in their records why would someone have come to my house? I work from home and have dogs that alert me whenever someone is in my yard, The have someone named ******* that said he completed the job and never came at all or were they requested to do so. they take photos of every completed job so why do they not have photos. THEY NEVER DID MY YARD!!!! I am an elderly lady and I don't mind paying for what I get but do not want to be chested or stolen from. Can you help me?Business response
07/28/2021
Good day *****,
I am contacting you about your Better Business Bureau complaint #********, dated 7/2y/2021.
I understand that your account was charged for the services that your crew never performed. Our apologies for creating such a terrible experience for you, and we are sorry if you were inconvenienced as a result.
With that being said, we would like to make this right and resolve the issue. Do you mind calling us at ************ or email at ******************************* so that we may make contact? We look forward to assisting you and making this right!
Thank you,
Chai, LawnStarterCustomer response
07/28/2021
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,
*******************
***** Bell <******************> 8:24 AM (5 minutes ago)
to joey
I tried to remedy this situation over the phone and no one ever called me back. I called 3 times after I saw my credit card statement to let them know that NO ONE came to my house to do my yard, nor was it requested. I cancelled your service after being stood up 2 times on July 2nd. The charge was on my card for July 15th. There has not been a person to come to my house since early June. His name was ****. This ********************* did not come to my house, my son received an email saying your job has been completed, so I thought it was a mistake, that he sent it to the wrong person. You are being cheated, if you paid him as well. I asked for a refund, and told the first 2 people I talked to that if I didn't hear from anyone to refund my money, I was going to file a complaint and post reviews on every site I could, no one still called or anything. I am 66 yrs old, and I want my money back. I do not make accusations if they are not warranted, and had no problem paying for what I received, but to be taken advantage of is infuriating. I just want to be treated fairly and honestly and clearly people you subcontract are liars. I just want my money it's not much but it was mine.
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Customer Complaints Summary
258 total complaints in the last 3 years.
97 complaints closed in the last 12 months.