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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Naturescape was contacted early May 2024, and agreed to apply a 3 ************** Treatment for calendar year 2024, with defined general dates applications were to be applied/ received by (because of conditions of the yard ie. mature trees exist that shed leaves early). Naturescape failed to apply the first treatment and had to be contacted several times to get them to show up for the first time. Their excuse, "rain," that despite competitors successfully treating neighbor's lawns under the same weather conditions. Naturescape finally showed up for the first treatment, late in the game, and payment was immediately remitted to them for that treatment and the subsequent two (2) treatments expected but yet to be recieved or applied. Naturescape never showed up to apply the second (timed) treatment, By the time the third treatment was to be applied, not having received the second treatment, Naturescape was contacted. Excuses for not receiving services were they needed to hire more people, that there was a "new manager" of the ************* of two weeks that was "going to turn the company around" etc. Naturescape refused to refund the entire amount paid them saying they had "man hours" and "product" expenses for the first treatment even though they were contracted and agreed to perform all three (3) treatments for an end-purpose. What is the point of contracting for a step-process they do not show up to apply and having a worse lawn at the end of the season because they failed to appear. Only $ ****** of the $ ****** paid them has been refunded. This is unscrupulous business practice. I request the remainder $ ***** be refunded me immediately.Customer response
09/20/2024
[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.Naturescape telephoned me September 13, 2024, and left a voice-mail message stating they would refund the $ *****, I requested in my complaint.
Naturescape apparently the read the complaint I filed, and you sent them.
I received the refund check in the amount of $ ***** and have cashed it.
Regards,
**********Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
*************************, my dad, paid for 2 lawn applications as well as ************ in Dec 2023 (prepaid).. 1st application was done spring 2024, grub service was to be done at end of July, beginning of August. My dad passed unexpectedly on 7/6/24 and therefore I called twice to find out when they were going to provide the grub service and was advised BOTH times manager would call back.. Business DID confirm ALL 3 applications were paid for. As of today, I have NOT received a call back, nor has the service he PAID for been done. My sister are in the process of finding exact amount, but know it was somewhere between $500 - $600 for all 3 applications..Thank You for your assistance!
Business response
09/10/2024
We're very sorry for the delay and the lack of communication, and we sincerely appreciate the customer speaking with us further recently and giving us a chance to make this right. We're confident that we'll be providing a better experience going forward, and if there any additional concerns we will gladly address them!Customer response
09/10/2024
[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.Yes I have heard from Nature Scape and they did provide the prepaid service. Everything is good to go on this one. Appreciate your assistance! Have a wonderful day!
Regards,
*********************** On Belalf Of *************************Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I asked for grub control beginning of season. They did late and I have grubs. Asked them to come out did not do that. I went and bought my own chemicals after phone calls with no one coming out. I just dug up turf and put more dirt and seed down. Wrong I am 85 I am paying your company for service and I dont get it. Same c*** I went through years ago and I believed that company changed, oh no it hasnt. Lucky I didnt have a stroke out there but lawn looks so bad and people asking what happened. I had to do something.Business response
09/11/2024
We were very sorry to see this concern, and we sincerely appreciate the customer giving us a chance to make it right. After our conversations, we're confident in the plan we'll be providing. However, if necessary, we will gladly continue working with the customer!Initial Complaint
08/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 5/14/24, I spent $72 for a lawn application to kill weeds. After seeing a few weeds turning brown, I assumed the application was working, and gave them a good review on their website. I called on 6/24/24 and told them that all of the weeds were still there and looks like burn marks in my yard were appearing. They came back on 7/1/24 and did a new application, and I paid $72. I noticed same weeds, new weeds, along with tall saplings that were growing, along with more larger burn marks in my lawn. I sent them pictures. They came back out again for a no-charge application on 7/23/24. The technician did not know what the tall saplings were but said they will go away with this application. They did not. When I texted them the pictures, a lady named ***** said these will have to be pulled out by hand. A week later, I noticed the same weeds, saplings, and a new weed, quack grass. I called to ask them to discontinue my service and requested my $144 back. They told me they wanted to make this right, and I agreed to one more application, at no charge. The Technician, ****** came on 8/7/24 and he said he would give me a refund of $144, or will only spray the new quack grass and the saplings in the back yard to see what happens. He could not explain the burn marks. I told him that my yard has never looked this bad. He said he wanted to make it right and their service is guaranteed. I agreed to one more "make it right" no-charge application, only in the back yard. I didn't want him to spray the entire yard again, fearing for more burn marks. On 8/16/24, I texted that ***** tried another application, but nothing is working. I requested to cancel my service and receive $144 back. I then received a text saying they scheduled service for 8/19. (HUH?) I responded NO. DO NOT service. When I called and talked to ***, he said they don't offer money back. I would like my $144 back for this service that did not work, and has ruined my yard.Business response
09/06/2024
We're very sorry that we provided such an unacceptable experience, and we hope that the refund we recently processed constitutes a sufficient resolution. We would still love the chance to prove that we can do better, and if there is anything else we can do we will gladly continue working with the customer to improve their experience with us!Customer response
09/09/2024
[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
08/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had second lawn application, 6/17/24, called about the weeds in my lawn. Said they would come and do 3rd, done on 7/16/24. I just happened to be home. They applied the fertilizer, then had a quart bottle spraying weeds. It would have took them hours to spray all the weed with their bottle. Now Ive called to have them take care the weeds but they never have been back yet. I keep getting the same song and dance theyll be here this has been going on since 7/22/24. The weeds are getting worse. I paid for a service I didnt receive. ThankyouBusiness response
09/05/2024
We know weeds are frustrating, and we're so sorry we didn't address them sooner. We hope that the service provided last month is giving the customer excellent results. If not, though, or if there is anything else we can do to make this right, we will gladly continue working with them!Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We have two properties that we have sprayed for Mosquitoes. 1st is a business and we pay for ****** sq ft of spray and the 2nd is our personal property and we pay for ****** sq ft sprayed. Naturscapes website states they offer a Guarantee for this service:The Naturescape Guarantee Your Naturescape specialist is committed to making you happy with our service and your lawn and landscape. If you are not completely satisfied with the results of our services or you have any questions or concerns, please call your area branch office and we will be happy to take care of them free of charge within 72 hours.I called on 7/29/24 to have our personal property resprayed and 8/1/24 to have our business resprayed as the mosquitoes were so bad we could not be outside. When no service has been provided by 8/5/24 I called again and was told that they would try to have someone come out by the following week. This is well beyond their 72 hour guarantee so I asked to be contacted by a manager. When I had heard nothing from the company I called again on 8/8/24 and again asked for a a manager to call me. I received a call late in the day on 8/8/24 from an ***** who promised she would be looking into this and provide a resolution and date of the respray service by 8/9/24. It is 8/12/24 and I have yet to hear back or have the service provided. Since this company has not stood up to the GUARANTEE that they offer I want a refund for this service at both properties.Business response
09/05/2024
We're very sorry for the frustration with our mosquito service this year, and we appreciate the chance to try and make it right. We've reached out about the recent services to make sure they were satisfactory, but have not heard back yet. We hope we've provided a satisfactory resolution, but if not we will gladly continue working with the customer!Initial Complaint
08/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid for a 5 application service for 2024. I have not received any service calls from the provider since 5/6/24. The provider will not answer emails, phone calls, and voice messages. I just waited 15min on hold before getting their voicemail asking to leave a message. I believe the A+ rating this business is advertising and/or received is greatly exaggerated.Business response
09/05/2024
We're very sorry that this was such a poor experience; we have taken steps to ensure better communication and more timely applications going forward. We hope that the recent application we performed is providing excellent results. If not, however, or if there is anything else we need to do to make this right, we look forward to hearing from the customer!Customer response
09/05/2024
[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
07/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Contracted for mosquitoe control with Waukegan IL. branch of NatureScape. Came out once. Texted on two separate days in week of July 22 tha they were coming. Did not show up or call to cancelBusiness response
08/12/2024
We were very sorry to see this, and we sincerely appreciate the opportunity to discuss these concerns further and provide a solution. We're confident that we'll be able to provide a much better experience going forward!Initial Complaint
07/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 15, I arrived home from vacation. I noticed my grass had a few spots on it so I called NatureScape on July 16. They asked me to take a few pictures and send it to them. I complied. ***** texted me to tell me she received the pictures and I would have an application shortly. As the week progressed, the fungus was getting worse and spreading. On Sunday, July 21, I called again and left a message that I needed it sprayed. I also called on Monday, July 22. The person told me that her manager would be doing it on Tuesday, July 23. Arriving home around 3:00 PM, I called NatureScape since it noticed it wasn't done. Summer informed me that it was on the schedule for Thursday. I was not pleased and asked to speak with a manager. The managers were not available. ****** told me the manager would call me at 4:00 pm. At approximately 4:40 pm, I texted NatureScape again since the manager did not call. She told me the phones weren't working and I would receive a phone call tomorrow morning. They obviously have no intention of honoring their contract. I would like a full refund of $204.Business response
09/05/2024
We were very sorry to see this, and we appreciate the customer giving us the chance to come out and make it right. We hope that the solution we provided was satisfactory, but if not we will gladly continue working with the customer!Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Tuesday, May 28th, 2024 Naturescape applied fertilizer and weed preventer to my lawn. On Thursday, May 30th, 2024 we started seeing dead spots all over the lawn. I sent an email with pictures to Naturescape and have called them several times. each time I'm told they will have someone come out and talk to me, so I could show them the damage. I have received auto calls from Naturescape telling me someone would be out the next day, only to have no one show up. I also received a call from the area manager saying he would try to come out, but he never has. It has now been over 5 weeks since my lawn has been damaged by Naturescape.Business response
09/05/2024
We're very sorry that this situation was not resolved earlier, and we hope that the refund we issued last month provides some degree of resolution. However, we recognize that this experience was not acceptable, and we are taking steps to ensure better service going forward. If there is anything else we can do to make this right, we would be happy to continue working with the customer!
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Get a QuoteCustomer Complaints Summary
55 total complaints in the last 3 years.
18 complaints closed in the last 12 months.