Complaints

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We entered into a contract to service our lawn. Nobody visited the property and scoped the work based on ****** maps. We have had 3 services rendered and in those 3 times we were home once to observe what was not completed. The tech did not spray for weeds and did not apply fertilizer properly to backyard until he realized someone was home when I questioned him about the out of control weeds. He proceeded to tell me that he could not provide weed treatment because he needs a machine and that was not able to be done given retaining walls. He advised that he would make a note and return with 2-3 guys to assist with the machine. Upon calling HQ and asking what day he was coming the receptionist noted he did not make a note on the account about needing to come out again nor had ever commented on the challenges of the property. For 2 weeks we attempted to reach our branch manager who came today (Alek) who was arrogant from the start and advised they could not treat our property nor complete the annual aeration later in the fall. We have terminated our contract effective today and are asking for a full refund as services have not been rendered on the property nor completed. This amount totals $467.75 for 4 auto payments taken. The lack of professionalism and follow thru along with the inability to get in touch with the branch manager has made dealing with TLC a nightmare. We have sent a letter out today and spoken with HQ (******) who advised the account is closed but was unable to give direction on providing a refund. **** did not comment and walked off the property when we handed him our cancellation notice and asked him for a refund for the entire months of proposed services not rendered.

  Business response

  08/08/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith have refunded the customers credit card the amount of $476.75 and the account was closed as requested.

  Customer response

  08/11/2023

   
  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had used this company prior and was very dissatisfied, the service was poor at best. Two years later I got a letter to use the service. I had contacted them that the issue that I had at that time was not resolved. I have Oxails weeds. As I am now 73 years old the thought of getting down on my hands and knees to pull them out by the root ore use a product that had to applied to the weed root was not something I wanted to do. I made them aware of this and told them up front that I was no about to pay full price, the starting sq ft. is ****, my yard is less than 200 sq ft. I was assured that my concerns would be addressed. I met with the technician showed him the issues and was assured that it would be fixed. That was March, it is now August and the Oxail is thriving! I have contacted them and a supervisor is supposed to be coming. I was to discontinue the service and get a complete refund. I pre-pay and am paid till September 30, 2023.

  Business response

  08/08/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we will be issuing a refund of $182.28 and the account was closed as requested.

  Customer response

  08/08/2023

   
  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

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lawn looks horrible. the last time they came out to do an application was told weed killer/preventative applied. Two day after they left more weeds popped up. The weeds that were already there did not disappear. Worst lawn has ever been. Called for a weed service and was told they adjusted my next application, and someone would be our beginning of the following week. Called yesterday and asked for a manager. Was told Alex was going to call me back. Still no call.

  Business response

  07/18/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. We have reached out to our customer and had a technician out on Monday 7/17/23 for the first stop of the day to treat and take care of all issues with his lawn. 

  Customer response

  07/25/2023

  They finally showed up and treated the weeds. Asked that the tech let me know there (never happened).

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used TLC for almost 3 years. When I signed up, my billing was setup to charge my credit card monthly, the purpose was to split up the yearly cost of the service they provided. An example from 2021 is below.06/16 06/16 TLC THE LAWN COMPANY ************ MA $36.40 Last Fall I got a delinquent account notification, I emailed them, no answer, emailed again and they said they needed a card to pay, which I thought was strange because they always had my card prior, so I emailed my card info. Then I get another delinquent notice in the mail so I call. The gentleman took my card over the phone and said, "my service would return to normal". Normal to me meant, you have my card now, its on file, your service will continue and it will be billed monthly as it was in the past, I was expected a monthly charge of around $40.00. So, my service continued, I saw employers in my yard. But I never see a charge on my account. Then I get ANOTHER delinquent account notification in the mail, and this time the charge is for $199! I call and get representative, who told me, "We dont keep cards on file, we dont bill that way, and this is the same service you've always received". When I asked, when did this change, why wasnt I notified that Id be billed differently, she just kept saying, that this is how theyve always done it, which isnt true. She explained that the $199 was for 2 months of service, I said, then your service went up over 100%?? I said, I do not want to pay $199 for this service, it is not worth that amount of money... She seemed confused and asked to call me back. When she called back, she left a voicemail saying she confirmed this is how they have done it, they dont keep cards on file and she can waive my interest fee of $1.... That is a joke, I do not want to continue service with TLC and I do not this I should pay $199 for a service that I was misguided through.

  Business response

  07/14/2023

  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 in the amount of $198.37 and the account was closed as requested.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid in full for a years worth of service in 2022. I was unhappy with the results because my lawn looked exactly the same in my opinion as it would without service (bare spots, yellowish color, a ton of weeds). My complaint isnt about the results, but because of these results I never planned to renew service. Without my knowledge or consent, treatment in 2023 was renewed by the company. After getting one bill for 40 something dollars I called to cancel. This week I just received a bill for $171 even though I cancelled after the first bill. I paid in full in 2022 so I didnt have to pay reoccurring payments. I refuse to pay for something I never ordered and after talking to customer service they did nothing to help. Im not asking for anything but this seasons bill cancelled.

  Business response

  06/27/2023

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The issue started last year around October 2022 to the present. My lawn looks horrible, the worse in my neighborhood of those who doesn't have treatment. They say you can cancel anytime with no penalty, but the reviews on their site says otherwise. They were supposed to come monthly around the same time, but sometimes they would skip yet charge. I was there last year a couple of times the person came and he was done within 10 minutes.I had lawn services with TLC; The Lawn Company going on two years. My lawn is horrible and I truly don't think anything was put on my lawn other than the stick and invoice that they had been there. Last year when I worked virtually, I saw the guy and he was done within 10 minutes. I cancelled my services today. The total for the year was $383.52. They processed April and May payments which totaled $95.88. and the representative said that I still owe $206 and some change. I don't owe them anything if I pay as they put the stuff on the grass and cancelled today for ****** payment because they haven't been to the house as of yet. Several people have had horrible service and customer service with them. They are trying to scam me out of more money and I refuse to give it to them. They are rude, unprofessional and I work entirely too hard for my money to be throwing it away to roughshod service,The address on their correspondence is different from what you have. The address is:TLC; The Lawn Company P.O. Box 698 **********, ** 01545-8698

  Business response

  06/26/2023

  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 *** 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

  06/26/2023

   
  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

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called in December 2022 to cancel the service. Since then TLC keeps on sending folks to service the residence and sending bills.i need to make sure this stops and any charges reversed.

  Business response

  06/06/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we waived the balance of $187.74 that was owed and the account was closed as requested.

  Customer response

  06/06/2023

   
  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

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  every spring we get a bunch of junk mail from this company, even though we have repeatedly asked them not to bother us! I have contacted this company multiple times to remove me from their mailing list and they have not complied with my request. *** this company should provide A DIRECT EMAIL contact in their reply!because we have 5 other family members with addresses who want to be removed from this marketing list. if a direct email is not provided, these 5 other people will file with the bbb as well.

  Business response

  04/27/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect.

  I will add your address to our Remove from Mailings listing that will be provided to our marketing team. For any other address requesting to be removed please email us at either ****************************** or ********************************** and we will add those addresses as well to be removed from any future mailings.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They send out tons of flyers, to which we responded and booked them for weed control/fertilizer. My lawn is now filled with weeds. No one answers the phone; no one responds to email. I want them to come out, do what we paid them to do or provide us with a refund. When they complete the job, I no longer want them anywhere near my property. I will not pay any future invoices.

  Business response

  04/20/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we will be refunding you the cost of your first application that you had paid for.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contacted this company multiple times to remove me from their **** mailing list and they have not complied with my request.

  Business response

  04/06/2023

  We did receive a call back on 3/23/23 and again on 4/6/23 from this individual asking to have their address removed from our marketing list. We advise them that they may receive a couple more this spring as these mailings were already processed and out for delivery and to just discard them. We have added their address to be removed from any future mailings. 

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are lying about telling me that I would receive a couple more mailings. I have contacted them in March of 2022 about this issue, and I have contacted them more recently. They do not take you off their mailing list even though I am on the OPT OUT-do not mail me junk mail mailing list with the post office and with another company that I had paid to have them filter out junk mail. TLC is not complying with either of the OPT-OUT services I have and have had in place since March of 2022. They are also not complying with me/myself directly telling them to stop mailing me (and I did in fact tell them both times when I contacted them that I am on the OPT-OUT junk mail list/s). If they want a lawsuit for not complying with the **** and the other OPT-OUT service that I have, then so be it. 
  
  Sincerely,
  
  *******************

  Business response

  04/18/2023

  We have added the address to our listing to remove from all mailings and will provide it to our marketing group.

  Customer response

  04/19/2023

   
  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,
  
  *******************

*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. ↩