ComplaintsforNaturescape Lawn and Landscape Care

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Naturescape 04/13/24 to apply the first application of the season, using the ************ number by the Little Chute Branch. I requested advanced notice for service, after 2:00 p.m. as my gates are locked. They shhowed up the next morning early 04/16/24. I was told to give the application a few weeks to work, if not give them a call and they would reapply.I called them on May 13th to let them know that I still had thousands of weeds and application didn't work. I made OVER 14 texts or calls, voicemails and a visit to ************ office to get this corrected. I sent an email to their corporate office pleading for help, and no response. I was told by one of the employees, the reason is they are shorthanded, so the phone rings and rings and is rerouted to two other offices and therefore I cannot speak to the same person. The Naturescape guarantee printed in their brochure says if customer isn't completely satisfied with service/lawn application, they will within 72 HOURS take care of it free of charge. It is now 36 Days. I want a refund of my $52.00. Ironically, I live only 1.7 miles from the ************ Branch, and they could not take the time to recheck their work.

  

  Business response

  07/11/2024

  We appreciate this customer discussing these concerns with us further, and we're confident that we have a satisfactory solution in place. However, we will gladly continue working with them as necessary to ensure they're happy!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  See Explanation below,

  

  Business response

  07/11/2024

  We sincerely appreciate this customer giving us a chance to address these concerns. We're confident in the solution we have in place, but if necessary, we will gladly keep working with them to achieve a resolution!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last summer this lawn service applied weed killer to my lawn. Within a week I saw two round patches where the grass looked like it was dying. The application flag was planted between the two patches. Each patch was about 6 ft in diameter, in the middle of the yard directly in front of a large bay window. They were and are impossible to miss. I called Naturescape and they agreed to send someone to look at the dying grass. That person said it looked like a fungal infection and I should water the area a lot and the grass would grow back. I told them I was pretty sure there was something spilled on the grass or it was oversprayed because it started dying immediately after they treated the grass. They told me that if the grass did not grow back with watering they would repair the damaged area.This spring the dead patches are still there. I placed 3 or 4 calls and finally received a call back from the Appleton manager. I told him I was promised that the dead spots would be fixed last summer, please do the repair and I would resume spray service. First he tried to put me off by saying they shouldnt put any seed down until fall because if they sprayed then the seed wouldnt germinate, that they would do it in the fall. I told him NO! Ive been looking at dead patches since last summer and I wasnt going to look at dead patches for another summer, just throw down some seed and cover it with straw and dont spray around that area. Just make an attempt to fix the situation. He told me he would do that and would shoot for Friday but if he didnt get to it then by the following Wednesday it would be done. I never heard from him or naturescape again. Its been 3, going on 4 weeks and its pretty obvious theyve blown me off. This company has been jerking me around since last summer and should not be allowed to get away with doing this. Its really ridiculous.

  Customer response

  07/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Consumer states everything has been resolved. 
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  05/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Lack of any results or lawn growth

  

  Business response

  06/11/2024

  We're very sorry for the unacceptable results, and we sincerely appreciate the customer giving us the opportunity to make this right. We trust that the solution we provided was acceptable; however, if necessary, we will gladly continue working with the customer to achieve a satisfactory resolution!

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I called Nature Scape to request *** yard be aerated as well as fertilized as what I understood was a package deal. After four weeks of no one coming to aerate and me calling to check on the status winter started to set in and I called to cancel the service. At that time I assumed I was cancelling all services. The next week someone from NatureScape came and fertilized my yard to my surprise. The cost was $48 dollars which they called today to track down (I must have missed the invoice). Obviously this is not a material amount of money but it is more of principle and bad business practices. Today ***** called to get the money I asked to talk to her supervisor and she said she was the manager so I was left with not option but to pay.

  

  Business response

  04/24/2024

  We communicated with the customer and put a plan in place with their approval.

  Customer response

  04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Naturescape in August, 2023 for lawn maintenance. The lawn technician backed into my black aluminum and bent in both corners of the yard. He did not mow the grass behind the fencing for over a month despite repeated calls to their office to complain. I took pictures of the grass which was longer than the side of my foot, (size 8) and of the fence damage they did. They sent a manager out to assess the situation who promised me they would get the grass mowed behind the fence and fix the fencing. He stated they would not charge me for some of the future mowing to compensate for the neglect. He never showed back up nor did he ever contact me again. They finally did mow the grass behind the fence after at least 6-7 weeks of neglect. My fence remains damaged as we head into winter.

  Customer response

  11/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  Naturescape contacted me the day after I submitted the complaint. A manager assessed the damage to the fence and bent the spokes so that they appear straight again. It is no longer noticeable. He offered to discount my bill, which I accepted. I consider the matter closed. 

  
  

  Regards,
  
  *******************

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used the ***** branch of NatureScape to perform lawn mowing since the spring of 2022. Until July of this year, I have had absolutely no complaints with the service they provided. However, during the past three to four weeks, my lawn has deteriorated. I do not believe that they have mowed the lawn for nearly three weeks now. The grass is a foot high in places and a nontrivial amount of weed infiltration into the lawn has occurred. I first contacted the branch office on 24 July to communicate my concerns. I was assured that the problem would be rectified. I contacted them again on 27 July to communicate that my concerns had not yet been addressed. I was again assured that the problems would be corrected as soon as possible. I contacted them again on 3 August to ask whether any progress had been made (since I was travelling on business and had not been at the house since the preceding weekend). I received from them an e-mail on the same day indicating that they still had not performed any mowing or weed control at the property, and that they likely wouldn't be able to do so until at least the beginning of the next week. In other words, I received the same excuse that they have been providing for the past two weeks.At this point my patience has reached an end. The condition of the lawn is abhorrent and likely violates city code. I have tried on numerous occasions to contact them in a professional and courteous manner, and I all have received is empty promises that they will take care of matters "as soon as possible". Moreover, they have not held to their commitment to rectify service problems "within 72 hours". At this point, to be *****, we are well beyond 172 hours -- let alone 72. I would like the lawn situation rectified. I would like them to meet their service commitment. And I want this completed now -- not "as soon as possible". If they are unable to meet their service obligations, then they need to be honest about that.

  

  Business response

  08/18/2023

  We're very sorry about this unsatisfactory experience, and we sincerely appreciate the customer taking the time to discuss these concerns further with us recently. We hope that the solution we discussed will be fully satisfactory, but if not, we will gladly continue working with the customer until all concerns are completely resolved!

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have bermuda sod and been a customer of ********************** ********** **** for 6 years. The last 2 years the service has suffered with many call backs due to weeds because the application was not complete thru out the lawn. still got weeds after two call backs over a 4 week period. Lawn cutting is practically none.New Inexperienced technicians dont know how to operate the blades on slopes . Lots of scalping of the lawn. The web site states cutting 1 1/2 to 2 1/2 inches for ******* sod. The cut is always way above that with the present left at at 5 inches. I complained and was told that their web site is wrong. I asked to cut it at 1/3 of present until the height got down to 2 1/2 inches and they didnt. I spoke with ***** the manager and got lip service and refusal to cut the height i asked for or a solution like coming back in a few days and recut until the 2 1/2 height is obtained. Naturescape advertises they will contact on site within 72 hours , they dont. These pictures are the same day after the cut. The solution i seek is to recut until the proper 2 1/2 inch height is obtained especially in the front and sides.and then to maintain it . Even if it takes weekly cutting the front and sides until obtained. The second solution is to inspect the technicians work on weed/feed and correct it by manager after second return call that it is applied thouroughly thru out and not just in spots. and thirdly for the manager to recommend the correct weed and feed mix.

  Customer response

  07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  I am writing to inform you that i was contacted by ***** the manager of Naturescape ************ **  regarding my complaint.      He  agreed to  recut my grass and came over today to correct all problems.
  He was very courteous and professional.

  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do a 5 treatment plan on my yard and contact me before the come out as I have dogs. The first time they came was fine then I didnt see them for 2 months they came but couldnt do the application because they had not contacted me to let me know so dogs were out. I never heard from them again so I called twice before they responded and then 2 weeks later someone came out. Then in July 12, 2023 I got a text saying they would be out on 13th. When I got home on 12th my son told me they had already come out so thankfully he was home to bring dogs in. On the 12th came out and were going to do my yard again and as we know over fertilizing will kill yard etc so I saw him and told him they had just been out day before. The next 14th they came out again and sprayed yard I was not home to stop them and dogs were in. Yard started turning brown in patches and some of my newer bushes are now turning brown losing leaves. I called them and asked them to call me on the 15th I have heard nothing from them. I read somewhere that if you keep watering it will help the o we fertilized burn. To this date I have heard nothing from them. I have filed two complaints to them still nothing.

  

  Business response

  10/10/2023

  We're sincerely sorry for this experience, and we hope that the resolution we provided is satisfactory. If not, we will gladly continue working with the customer!

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled my account with them, left several messages on their system, as they dont correspond in a live phone conversations.Home was in escrow, gave them additional follow up confirmation, I received a deb ********** letter, this is a deceptive practice to bill clients, in addition, an amount this is impossible to understand, I am seeking total compensation for my credit rating damage with a full letter of explanation.

  

  Business response

  10/10/2023

  We are sincerely sorry for this experience, and we appreciate the customer's patience. We have reached out several times to make sure that our resolution was satisfactory; if it is not, we will gladly continue working with the customer to make them happy!

  Customer response

  10/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *******************************
  

*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. ↩