Lawn Maintenance
TLC; The Lawn CompanyHeadquarters
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I received a bill for services not provided. Cancelled by phone and would pay around first of month. Beforew then I got a bill for over 80. I called them again and the customer service agent would correct the problem and get back to me. Today I received a collection notice for 99 and I dont believe I owe that much. They did not provide service and I shouldnt have to pay for services not provided.Business response
12/19/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
We received his request to cancel on 10/25/24:
Sent: Friday, October 25, 2024 4:39 PM
To: **** Foreman <****************************************************************************>
Subject: Cancel
Cancel my service effective immediately. Will pay bill Nov 4. ***************************************
Thank you,
***** P *****We responded:
***********************************************************
In good faith if the customer remits balance owed, we will waive the collecitons fee and interest for late payment for only service services that were rendered.
to
**************************************
Hello,
I am sorry to hear you want to cancel your account. Is there something that caused this decision?
I have cancelled the account as you requested. I have also adjusted the account to the correct amount due of $74.16. You had 3 of the 5 basic services for $154.17 and you made 1 payment of $80.01, out of the 8 monthly payments you signed up for of $32.12 each.
If you have any questions or if there is anything we could do to have you reconsider cancellation, please let us know.
Jen @ TLCCustomer response
12/22/2024
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 **** will pay the ***** on January 4th 2025 in the amount agreed to.
Sincerely,
***** *****Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am filing this complaint due to an ongoing issue with this company’s poor customer service and failure to honor my cancellation requests. I initially canceled their services, made it clear that I did not want further treatments, and believed the matter was resolved. Despite this, a technician came to my property and treated my lawn without my consent. I immediately called the company while the technician was still at my house and told them to stop the treatment, reiterating that I had already canceled the service. Their customer service informed me that they “could not contact the technician” and allowed the treatment to proceed against my wishes. To make matters worse, they charged me for this unauthorized service. I have made multiple attempts to resolve this issue with their customer service after the fact, but they have been unhelpful and unwilling to rectify their mistake. Despite canceling my account and repeatedly making it clear that I did not request or want this service, they are now threatening to send me to collections for not paying for a service I never authorized. This company has shown blatant disregard for customer requests and has made no effort to resolve this issue in good faith. I am requesting that they remove the unauthorized charge, cease any collections actions, and confirm that my account is canceled. Their handling of this situation has been completely unacceptable, and I urge the BBB to hold them accountable for these practices. The treatment occurred in late summer.Business response
12/19/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed and the account was closed as requested.Customer response
12/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22656895, and find that this resolution is satisfactory to me.
Sincerely,
Jayson AldermanInitial Complaint
11/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I cancelled my services with TLC on 08/10/2024. My billing cycle occurs on either the 17th or the 19th of the month. They billed me on 08/12/2024 for service cost upcharge increase AFTER I had already cancelled. It's as if they were trying to punish me for cancelling.Business response
11/18/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
I apologize for the miscommunication, the payments you were making were part of a payment plan that paid towards the cost of the services. The 5 basic services were $49.92 each and the grub proofing was an additional $74.88 for a grand total of $324.49 broken down into 8-payments of $40.56. Once you cancel, the completed services come due in full and in this case, you paid $202.80 towards the $224.65 in services resulting in a balance of $22.51 which included a .33-cent interest charge.
In good faith we waived the payment that was owed and the account was closed as requested.
Initial Complaint
10/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
This company billed me $180 for a lawn service I did not authorize. I had been using them for a few years to fertilize the lawn for much less than $100 per service. I don't even know what the service was that they did as it was not requested and no information was ever given. After the treatment large patches of the lawn died and turned to dirt. I notified them by email and got no reply, I then mailed a letter and got no reply. They did bill me, I told them I did not authorize this and that whatever they did killed my grass, I have still never heard anything back from them. They have now, without ever responding or acknowledging my correspondence, sent this to a collection agency. Based upon numerous reviews on this website, this appears to be common business practice for them. People are reporting numerous complaints regarding bills they did not authorize, services that were never provided, and dead lawns from their service. Their customer service is nonexistent, they send threatening letters, they do not respond to complaints or concerns, and without trying to resolve an issue they immediately send the bill to a collection agency.Business response
11/11/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed, notified the collections agency to stop pursuing collections and the account was closed as requested.Customer response
11/11/2024
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.
Sincerely,
******* *******Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
TLC did not apply lawn chemicals as documented on invoice. Asked for supervisor to come to my home to discuss as no evidence of treatment could be found. Told TLC other option was reapply treatment. Have photos of yard no evidence of 65 pounds of product. Other family members confirmed no product on yard. Refused to pay $374.28 as no product applied and no effort from TLC to rectify. TLC has turned this over to a collection agency, *** . Sent *** same info, no product applied to lawnBusiness response
10/23/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed, notified the collection agency and the account was closed as requested.Initial Complaint
09/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
1. Low quality service: I did not see any lawn improvements from their service since I worked with them for more than a year. 2. Random charges: They charge you with random **** that just does not make sense. I cancelled the service in August and I have to pay over phone because they cannot setup auto billing from their end. A week late I got a notice that I own them $38.43 of "increase CPN debit to SVC cost" that doesn't make any sense. They just want to charge whatever **** they can get away with. 3. Continue charging even though I cancelled: I cancelled their service in Aug. and today I just got billed again from them for another $39.01! What kind of **** company does this?Business response
10/11/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed and the account was closed as requested.Customer response
10/11/2024
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.
Sincerely,
*** ***Initial Complaint
08/15/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Entered by BBB staff DC. Consumer canceled her service last week for the 2025 season. She received a letter yesterday that her services were closed for the remaining season of 2024. She contacted them to tell them it was an error. They stated they couldn't reinstate it for the remainder of the service for this year. They are charging her $137.18 for one application which she will not pay. She wants to pay $45.73 for September, $45.73 October & $45.73 November.Business response
08/15/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience,discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.
We have reactivated the customers account as requested back on 8/13/24 when she called our office. There is one remaining service for the remainder of the 2024 season which we have broken the remaining balance of the program down into the 3-payments of $45.73 a month for Sept, Oct and Nov as requested. We also noted the account to be cancelled for the 2025 season as requested, by the customer.
If we can be of any other service to her please contact our office at **************, we will gladly assist.
Customer response
08/26/2024
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.
Sincerely,
***************************Initial Complaint
08/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I received a call from the lawn tech informing me that he would be out the following day. I told him I didn't want anymore services until the weeds were treated that were not killed from previous normal treatments. When I was sent a bill for 126.13, I was unhappy due to the issues we had with weeds and crab grass not being killed. I spoke to a gentleman on the phone who didn't seem too interested in retaining our business. I could care less but I learned that you have to wait a certain period before requesting spot treatments but you also cant wait too long or else your too close to the next application. We spent a lot of money with TLC and do not feel like we received a quality product towards the end of doing business with them. Keep an eye on the quality because you might find yourself holding a bill wondering what you paid for and finding your outside of that sweet spot for weeds to not die off.Business response
08/14/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed and the account was closed as requested.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hired this company for lawn care. Our lawn is dead in some area. Witnessed last application by technician, he sped through our yard, and then would stop. Soon after last application, lawn dead despite completing all recommendations after service. Contacted company on the company website under "contact us". Never received response. Called company, according to customer service rep they did not have a "contact us" on the website. "you should have called". Essentially blaming me for service demanding last payment. Canceled service. Several days later, company rep in our yard. Again, informing me "everyone's yard is bad". "damage to yard not caused by our technician".Business response
07/30/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed and the account was closed as requested.Customer response
07/30/2024
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.
Sincerely,
***************************Initial Complaint
07/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was sent a promotional letter in the mail. I entered my information on their website to request more information. Unknown to me, they created an account, and started to service my yard without my knowledge. I received a bill for two yard services totaling $121.08. I contacted them to cancel my account immediately. When I contacted them about the previous services they were adamant that I authorized these services and were unable to provide me with any documentation. I have now received multiple letters asking for payment. I have contacted them directly multiple times with no resolution.Business response
07/30/2024
Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns. TLC; The Lawn Company apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the payment that was owed and the account was closed as requested.
We have emailed a copy of the online order we received on Monday May 6th at 10:54 am to the customer. The information on this form had to be entered by the consumer after entering the Marketing letters VIP Code. The marketing letter with the Vip code also has the service description on the back of it. I have attached copy of the online order. Once all the information is entered into the online portal it does ask the consumer to confirm that you want the services they ordered for the amount you chose before finishing. Then after the service was set up we mailed a confirmation letter and payment coupons to the customer.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
67 total complaints in the last 3 years.
20 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.