Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm filing the complaint about TLC; The Lawn company which mailing address is PO box 698, **********, ** *****. Telephone: ************** The TLC; the lawn company has provided the worst lawn services to my lawn. I used their service for the whole year in 2022, now in the yard, the weeds are overtaken the grass, the lawn is completly damaged. I have contacted them many times and finally they sent a guy to take look my yard, applied one more weeds control, still nothiing has changed. Now is spring, my yard looks terrible, almost no grass is growing. I have received a letter about two month ago, stating that my account has been closed. Today another letter is received stating that I has past due bill and the bill has been forwarded to the collection company. I feel so helpless and shocked. The TLC damaged my yard and after sending me a letter to close my account, send a bill to collection company. As a comsumer, I'm so terrified by this company. I paid to receive service, I did not get the service I should receive; instead, The TLC company detroyed my lawn! They closed my account and send a bill to collection company, it is just a horrible thing they can do.

  Business response

  03/22/2023

  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.

  Keep in mind, your county has elected and mandated to go pesticide free. Which restricts us to only apply all natural weed control products, which tend to be less effective and can take many treatments to get the weeds under control.

  Customer response

  03/22/2023

   
  Complaint: 19619729
  
  I am rejecting this response because:

  I have received a colliection letter from *********************** today. I need the TLC the lawn company give me a letter to officaily stating waive any colletion in the fututure; and a letter from ********************** the collection company to show the collection requst has been withdrawn. 

  I don't want any unexpected the incident happenning again. I have received the letter from TLC two months ago stating my account is cancelled, and they send my account to the collection company. It is so upsetting. 

  In regarding to the ineffective weeds control treatment, I think I deserve  and should be informed in advance, so I could make decision whether to use TLC for the lawn service. After all these time, all the payment I have been made,  telling me the treatment won't work, it is too late.
  
  Sincerely,
  
  *********************

  Business response

  04/05/2023

  Attached requested letter, waived remaining balance due. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used this company for lawn fertilization. They applied crabgrass pre-emergent. When the crabgrass emerged I call them the company came out and treated it. I was told that I would have to wait two weeks. After waiting two weeks the crabgrass was spreading. Call again waited two more week they came out for a regular treatment. Called again was told had to wait because they were just out. This went on all summer. The last time I called they said the guarantee was that they would come out not fix the problem. I cancel my serviceI at that time. I told him I would not make the last payment until the service manager came out and spoke to me in person. We played phone tag for a few days. I contacted the main office and was told that the reason I had crabgrass was because my ground was to compacted and dry. this information was what was on my file according to the service manager. I would like to know haw he came up with this when he never came out to inspect my lawn. These two things are untrue I have a well and watered my lawn all summer and I pull and aerator every time I mowed the lawn.

  Business response

  11/04/2022

  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

  11/07/2022

   
  Better Business Bureau:
  I would like a invoice of my account mailed to me showing a zero balance and the account has been closed for my records.

  
  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

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  TLC claimed to apply Fiesta Organic weed suppressant on my lawn. He didn't apply; I have proof. I know FO well; it wasn't applied. Said would re-apply 10 days later. He called back & answered "shit s*** shit". Said he would re-apply & would show me. He said FO doesn't do much to kill weeds & that he likes "something stronger". I wanted Fiesta; wasn't clear what he intended to do.When he re-applied, he didn't show me. That day I saw blackened weeds, not brown from FO. Apparently a strong herbicide - illegal in our county. Didn't realize then, but it would kill lawn. Happy they "fixed" it, I requested "Fall Core ********* ******* Requested "in the Fall" 2x. Came out 5 days later Aug 15 - completely useless since I can't reseed until Fall/Sept+. Invoice on the door said core aeration only. No lime bc none applied. I specifically didn't want Aug bc I just sodded. Their aeration ripped up/destroyed the sod; I had to re-buy and re-do.I then realized lawn was completely dead from apparently illegal weed killer. I've got photos. So I cancelled service in writing. Later got invoiced for core aeration, ******* ********* cpn debit to svc cost"? Wrote to TLC again. They again wrote to me & mentioned a lawyer. I then called & ******* contested everything. He said I lied. When I proved via my emails, he changed his tune & said Branch Manager **** would call. No call so far. I don't want this incompetent biz back.I've photos, emails, calls to show what I requested, I didn't receive it, I canceled, they killed my lawn w/ apparently illegal spray, & continue to invoice.I request a refund for $214.86 bc their lawn service killed my lawn. I've spent many ************* reseeding, sodding, watering, etc. to fix.I request they waive all fees they are now attempting bc I didn't get the service I requested or that they claim to have provided. In order to settle, I'm also willing to simply accept TLC canceling my account & any outstanding fees, which currently total $294.33.

  Business response

  10/06/2022

  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

  10/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although I am still very upset with the treatment I received, and I hope that other potential customers can become aware of the business practices TLC employs, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested my service be ended in May 2022 due to an upcoming move. I was told that services would stop, however I received a text stating that a tech would service the address, I called again and requested cancellation. When I came home the day of service, there was an invoice hanging on my door. I called and asked why my address was serviced after cancelling and was told that TLC would take care of it on their end. Following my move, I received another notice in July that the address would be serviced, I repeated the same process and received a bill in the mail, called and was told since service was performed that I would have to pay, but the account would be cancelled. Service was again performed in August, I received a notice 09/02/22 stating that I owed $139.67 for services performed AFTER I terminated my service. I called customer support and was asked who I had initially spoke to back in May and then told that they didn't show any service cancellation request on my account, and that I hadn't contacted TLC this year, I told the rep that I can easily pull my phone records to show that I had been calling monthly since May and magically he noticed that my contact log reflected the same but said that there was no request for cancellation.Now I am being threatened with collections for non-payment of services that were not authorized.

  Business response

  09/21/2022

  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

  09/21/2022

   
  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.  Thank you TLC for the prompt reply.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the end of June 2022, Technician ********************************* came to our house to service our lawn which we prepaid the entire amount for the 2022 season in Feb 2022. According to the info left on our door, he applied balanced fertilizer and weed control to our lawn. A couple days later our entire lawn turned brown except for the edges. I took a picture and phoned TLC about the lawn and the customer service rep told me to email and send a copy of the picture. About a week after the Branch ******************************* came to the house and tried to make us believe the issue was not from the lawn being over fertilized but because of the crepe myrtle **** we have. We told him that we've had this **** for about 20 years and never had this issue also, if he look at both sides of our home, both neighbors have the same **** but dont have a burnt lawn. He even tried to make it look like the soil is dry but when he tested the soil it had some moisture. He then told us that to correct this issue they will be back at the end of Aug to do aeration and seed the lawn. The problem is on the info document they left at my door, it is saying that the service performed is core aeration. All I see that theyve done is spread some seeds on the lawn. They did not perform the service they were supposed to do or what the document says they did. I just need them to fix the damage done to my property the correct way. Since the Branch Manager a couple other technicians from that company has stopped by and when I showed them the picture from June they did say that that damage is from being over fertilized. I might not be a savvy lawn person but I know when the seeding is not done right. They just spread the seeds on top of the dirt and not bother to loosen the soil so that the seeds get in the dirt and not just sit on top of it. Also, they said they did "core aeration" but spreading seeds is not "core aeration"

  Business response

  08/30/2022

  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. Today, 8/30/22 we dispatched our service technician back to the property to redo the core aeration and seeding thorough as expected. 

  Customer response

  08/30/2022

   
  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,
  
  Beets ******

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27/22 TLC applied fertilizer, grub control and **** prevention. I was not notified prior to this and did not order grub control and **** prevention. The result of this application was a brown, brittle burnt lawn starting two days after the application. This was before the heat wave; my lawn was in good condition at the time. I have an automated watering system that waters my lawn 3 times per week, 40 minutes each time. This was changed to a watering each day in order to stop the ********. I called TLC to complain and was told someone would call me shortly. No one did. The ******** continued, in stripes which was evident of the application. I called TLC again and was told a man would come out to check. I asked to be notified of the date to make sure I was home. I was not notified. I called TLC 2 more times, by now we were in the heat wave which TLC claims caused my problem. I talked to **** and then to ******* requesting that someone from TLC come back to look at my lawn and I requested to be alerted before they come. I then received a message from *************************** saying she had checked my lawn. Again I was not notified ahead of time so I could talk to her. She claims my problem was from lack of water.TLC refuses to acknowledge that the damage to my lawn was the result of their actions. The treatment that TLC applied resulted in severe damage to my lawn.*************************** falsely claims that I have the wrong kind of grass. However, I have been living her for 30 years and have never experienced any problems until now.My lawn now has big brown spots, crab grass and many kinds of weeds sprouting and looks terrible. In some areas the grass is obviously dead. I paid $240.00 for this application in June and am asking for a refund of my payment.

  Business response

  08/30/2022

  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 issue a refund of $240.23 and the account was closed as requested.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We started the service in 2021 and finished out our commitment. They re-started our service in the spring of 2022 and I was just going to use them another season. They usually leave an invoice and notice when a treatment was applied. This year I did not receive an application in June or July (imagining it was 8 weeks between applications as the advise us it could be), I received a treatment in the beginning of August, an invoice and a stick in the lawn. The same day I received a poorly written and rude notice in the mail that I was late 30 days. Contacted them three times and left messages, all of which were not responded to. Fifteen days later, I was notified I was now 45 days past due, so again a call was placed. This time the call was answered and the representative reported being a manager and was going to fix the billing issue and send out for another treatment - at no cost. Since I just received a treatment, I didnt feel it was necessary. A person came to my house today, left an invoice for$29.42 and sat in his van for about five minutes. I was home and nothing was sprayed and thats fine, but he did walk around the property and made notes but Im not understanding what the bill amount was for. Placed another call and it was not answeredagain.

  Business response

  08/23/2022

  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 amount that was owed and have adjusted the account.

  Customer response

  08/27/2022

   
  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

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've been living in my house for over 7 years. I used to do all the lawn treatments without ever having an issue. I decided to hire this company in the spring for lawn treatments. After 3 treatments this company did. My lawn started having ***** patches/spots all over my lawn due to the fertilizer mix/brand they used (fertilizer burn). I called their customer service and they advised me that one of their specialist was going to review my lawn. Their specialist showed up two days later unannounced (without a call or an email). This gentlemen advised me (by his opinion, not by testing the soil) that my lawn had ***** spots because I didn't water my lawn. I told him that it wasn't true because I watered my lawn ever night. Then, he told me that I needed to water my lawn in the mornings instead of nights. I advised him that I did that as well and showed him the tools I used to do so. Then he said, oh then it may be a fungus (WHAT?). This company will say anything to s**** you over. Then I said, that wasn't ture because my next door neighbor didn't water or fertilize his lawn and he didn't have any **** spots or fungus. I said this without using profanity. And he looked at me and said "I'm trying to be professional" (WHAT?). Then he said, "do you want me to cancel you?" (WHAT?). This gentlemen wanted me to accept ever excuse in the world to avoid taking ownership of the fertilizer burn. I want this company to take ownership of the fertilizer ***** and refund me my money. This company is very unprofessional and they used the cheapest chemicals to fertilize the lawn. I'm the only house on my street with ***** spots on my lawn. My lawn looks so bad.

  Business response

  08/23/2022

  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 refund you what you have paid, in the amount of $114.66

  Customer response

  08/23/2022

   
  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

  08/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I signed with TLC and had a lot of problems. For starters they sent me the wrong billing and I had to called to prove they were charging me more that we agreed.. They fixed it and I paid. They did a second service but my grass was becoming bad ,but I called and provide my credit card for the second payment , but the following day a lady called me saying the payment had issues so they wanted me to call back, which i didn't because my grass was showing too much weed and kind of dying. I called them and explained the situation and their answer was:" We will rush the third application". I was upset because their website has a service guarantee that says "We will return and reapply that application at no additional cost or refund the full cost of that application.", which clearly they didn't. I got so frustrated that I sent a letter asking them to cancel the services and to make sure that they would back their service warranty but what they did is sent me a **** to pay for $155.59 (for destroying my backyard). I called customer services and they are rude and told me a manager should call me back in 48 hours. My account is : ******. I need this someone to help me with this. How can i possible pay for someone to come and destroy my house? Thank you

  Business response

  08/02/2022

  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

  08/02/2022

   
  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

  07/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've asked to stop service but the company has started against my will and began the blling process for a service I didn't ask for. All requests for cancellation has be via phone.

  Business response

  07/19/2022

  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.

*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. ↩