Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25th, Lawn Works of Joliet came to spray for weeds in both our front and back yards. Unfortunately, the spray they applied killed the grass in the treated areas.We paid $310.50 upfront for five rounds of lawn treatment, including spot weed spraying and insecticide application. Lawn Works promised a lush, green lawn, but instead, large areas of our yard are now dead.We have contacted Lawn Works multiple times, but they have insisted that "nothing" can be done. In my last conversation, I expressed frustration and demanded they fix the damage and issue a full refund. "****" from Lawn Works assured us that we would receive a refund and that they would come in September to aerate and *********** is now September, and our lawn has been in this condition since July. Despite numerous attempts to reach them, Lawn Works has not returned our calls or followed through with any solutions. Furthermore, their website falsely states they provided service on August 8th, but our home security system has no footage of anyone being on the property that day.Their proposed fix is inadequate and fails to address the extensive damage they caused. This situation is also affecting the resale value of our home. We demand Lawn Works replace the dead grass immediately, restore the lawn to its original state, and honor the service they promised.

  Business response

  10/01/2024

  We apologize for the late response.  In response to the complaint, first, we understand that the lawn had issues and their concerns.  We do not believe that the damage was caused by anything we did.  No other lawns we completed had the issues their lawn did.  We completed 4 lawn applications (of a 6 application program) plus an additional 2 resprays, for weeds, requested by the customer and applied within the timing guidelines.  However, we have always acted in good faith.  We agreed to do repair work on the lawn, at no charge to the customer, and to give them a full refund for ALL the services that we provided this season and those not yet provided.  During the time of this complaint and several weeks after, there was little or NO rain and we had some very hot days.  July and ****** are not the time of year to repair lawns with aerations, seeding, or sod.  It would have been reckless and negligent to do the repair work during that time.  This was explained to the customer and his wife on multiple occasions.  They were told that we would do the repair work in September, after the temperatures were better and we had received some rain.  We did finally get some rain between the 20th and 25th of September and we did the repair work on 9/27/24.  They were also issued a full refund of the $310.50 that day.  They seemed to be very satisfied at that point.  We wish them the best!

  Customer response

  10/28/2024

   
  Complaint: 22244727
  
  I am rejecting this response because:
  Apologies for the delayed response.
   
  We have received reimbursement from Lawn Works for the payment of services. However, our lawn remains damaged and the efforts that they have put into fixing have not worked. I would like for the claim to remain open until they fix the issues, still outstanding.
   
  Thank you.
  Sincerely,
  
  ***** ********

  Business response

  10/31/2024

       It is unfortunate that this has continued.  We did follow through with giving the ********** a Full Refund for the year.  We did return to aerate and seed the yard on 9/27/24.  As mentioned earlier, we had to wait until that time, due to the lack of rain and the warm weather.  It is harsh on the lawn to aerate, normally until mid to late September, unless the lawn is going to be watered daily or at least ever other day.  Seed or no seed.  After a pretty harsh August and early September, we did get some rain.  We felt the weather would be fine to do the aeration and overseed.  Ground soft enough and sun not as harsh.  Again, that was completed on 9/27/24.

       **** did discuss, with Mrs. ********* the need to water.  We have gone quite a while without rain again and keeping the seed damp until it germinated, starting when it was put down, would have given it, the only chance to germinate this year.  My guess is that this was not done, and that's ok.  The seed has probably just not germinated.  The seed is still there and it will germinate in the spring.  The weather has been such that most lawns have not recovered from the heat and lack of rain this year.  At this point in the year, watering it or not, the seed is probably not going to germinate.  Again, it will germinate in the spring.  Sod would be the same.  Actually you have to keep sod pretty wet until it latches onto the soil beneath.  

       The only thing we can do at this point is to follow up with the *********** in the spring.  If additional work is needed, at that time, we can discuss further steps.  We have been in business for over 30 years and our reputation has been highly rated.  We will follow up, in the spring, when the temperatures are right for seed germination.  A Preemergent for crabgrass should NOT be put down until the seed has germinated.  Companies start with that application in early March.  Typically it has not been warm enough for the seed to germinate, at that time.  There will still be time to put down a preemergent, you normally have until later, in April for that application.  I am just throwing that out there so that whether they hire and new company or do the applications themselves, they are aware of the circumstances.  There is nothing else we can do at this time.  Thank you.  

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  LawnWorks of Joliet came out to my residence in April and fertilized my lawn and left me a **** for the highest price of their service without any contact or request from me. I have been a long time customer that pays for a package ********************** offers in full at the beginning of each year, February or March. This year I did not send in any paperwork stating what service I wanted or any payment. When I called LawnWorks of Joliet they said they automatically continue services until I cancel it. It's also printed on their statements and they do their best to inform their customers. I never get statements because we always pay in full for the entire year. Again I have been a long time customer and even grew up and know the owners and never knew of this policy. I think this is a very deceptive practice that takes advantage of people. For LawnWorks of Joliet to put me in collections for $72.00 for a service I did not request or wanted is mind boggling to me. And I have asked several of my neighbors who I have referred to LawnWorks if they knew of this cancelation policy and not one of them knew about it. What if I had moved? Are they going to **** the new owner without any consent.

  Business response

  06/27/2022

  Good Morning,

  I was surprised to see this complaint today.  I read it, immediately following a conversation I had with ******' wife, ******, in which we resolved the current situation by accepting $36.25 for the $72.50 service.  In addition to taking 50% of the amount owed, I also am eating the Tier 1 Collection fee charge to us by our Collection partner to send a series of letters to attempt to collect the past due amount (without actually impacting their credit score).  The facts are this.  ***** and his wife were customers of ours for several years.  Originally ending in 2007, with the Early Spring application.  The price for that service was $60.69, in 2007.

  In 2020, they returned, ordering and prepaying for 3 lawn applications.  The prepay price for these applications, in 2020, was $58.43 each ($61.50 Reg.).  At that time, I am confident, the customer was informed about the services continuing from year to year.  It is a long standing industry business practice.  Allowed so that this type of business does not have to rebuild itself every year.  Customers are not required to stay with us, only let us know if they want to make changes to their services or cancel.  This practice was in place during their prior years with us as well.

  In January of 2021, they received a Confirmation/Prepay Letter, for the 2021 season.  Copy attached.  These are sent out to ALL of our current customers, every January.  The letter specifically states the the services continue from year to year and that Prepayment is not required.  ******* financial situation changes from year to year.  Not everyone can afford to prepay every year.  Although we can look up an individual account to see if they prepaid year to year, it is not a general practice, as if is time consuming and it generally, has no bearing.  The letter offers a saving to prepay but, again, specifically states it is not required.  They did receive the letter, evidenced by the fact that they prepaid for the services for 2021.  In 2021, the prepaid, per application price was $60.33 ($63.50 Reg.).

  In January of 2022, they received a Confirmation/Prepay Letter, for the 2022 season.  Copy attached.  For this year, because we made a larger than usual price change, we also included a letter to ALL of our customers.  Again, the letter clearly states that the services continue from year to year.  All they had to do was let us know they wanted to cancel.  We performed the Early Spring Application, in good faith, on 4/14/22.  

  [Our cost of goods went up significantly through 2021 and were expected to continue to rise through 2022.  In addition, cost of labor also went us, as we needed to increase our technician pay to be competitive with the labor market place.  At the time we set our prices we were not aware that world events would have additional impact on our cost of goods, or that the gas prices would be doubled.]

  Within a week or so, they sent a note that they did not want to continue services.  I cancelled all future services, at that point.

  On 5/19/22, I sent a statement along with a note letting them know that there was a balance due, that future services had been cancelled, and that if we did not hear back from them within a couple of weeks, the account would be sent to collections.

  On 6/21/22, the account was sent to Tier 1 Collections.  A service we use to send letters and continue communication, to remind a customer (Former customer) that they have a past due balance.  Tier 1 does not effect their credit.

  On 6/27/22, I had conversation with *************************** and cleared up this issue.  We had a great conversation, in which she told me she loved our service and has promoted it with others in her neighborhood.  She shared some personal information and said they just could not afford it this year.  I completely respect that.  I do not judge how people spend their money.  We are an optional service and we realize that.  All we ask is that someone let us know if they want to change or cancel services.  

  On 6/27/22, after getting off the phone, saw this complaint.  ???

  I believe we have an honest and ethical business.  We operate above board and try to be as up front with everything we can with all or our current, past, and potential customers.  Hopefully, this will not effect our standing.

  Please let me know if you need further information.  Thank you!

  Best, 

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

  LawnWorks of Joliet, Inc.

*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. ↩