Complaints

• Initial Complaint

  06/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used TLC last year ( paid full year service ahead) and I was not satisfied with their service. The weeds increased in my lawn. I did not renew service for 2022 but they sent someone to work on my lawn without my authorization. Later they sent an invoice for the service that was not authorized. Now my lawn is damaged since I had applied lawn treatment using another company and TLC doubled it without my authorization. The representative on the phone was rude when i called about this complaint and still wants me to settle the balance for the service which I never approved.

  Business response

  06/03/2022

  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 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

  05/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received a flyer in the mail from TLC in March. I called the company to get a quote on some lawn services. I told the gentleman that I spoke with that I would need to talk to my husband about it. He asked if he could send me some literature for my husband to look over and I said that was fine. We ended up going with another lawn service. A few weeks later, I look outside, and there is a man treating my lawn. We weren't scheduled to have any treatment that day, so I went outside and there was a TLC van parked on the street in front of my house. I asked the guy doing the treatment what he was doing and did he have the wrong address. He said no and that he was treating my lawn with a weed and feed mixture. I informed him that I had never authorized any one from his company to come out and treat my lawn. He said he had been hearing that a lot lately. He apologized and left. I called the company and explained what happened and she said that my account had been closed and assured me that I would not be charged. On May 17th, I received a letter from TLC dated May 13, 2022, stating that my account is more than 30 days past due and my payment would be appreciated upon receipt of this notice. The charges are $371.73 for Customer Number XXXXXX. I never authorized this company to treat my lawn! I called the company on May 17th and talked to Michelle, and she assured me that the charges would be "written off". I would like verification IN WRITING stating that I no longer owe this company any money and they will not be sending me any other notifications.

  Business response

  05/27/2022

  Business Response /* (1000, 5, 2022/05/26) */ 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. Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving this issue.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Company never completed a year long contract on my lawn last year then began to charge me this year for what I already paid last year after they completed the service a month ago. But company has been paid in full and demanding $56.92. The company lied and said they have a money back guarantee if weeds are still abundant, weeds are all over my lawn and have been since last year being partially the reason I cancelled the service. The other reason was they kept trying to send me invoices last year saying I owed money and when I'd call they would assure me I didn't owe anything, now they're sending more bills saying pay within 30 days?!

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ 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. Consumer Response /* (2000, 7, 2022/05/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) They know they have poor performance which is why don't cancel contracts with customers even when customers ask. I've never had more weeds on my lawn than when I hired them. They are supposed to repair dead grass but they replace it with a weed instead because it grows faster. They have a money back guarantee which they clearly never abide by.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing in reference to account #XXXXXX with TLC - The Lawn company, which was canceled in February 2022. I would like to express my displeasure at the service provided by the company this past fall. I was able to overlook the multitude of problems with their billing office but I cannot overlook the damage done to my property during the aeration and overseeding that was completed to the amount of $844.07, paid by check ***** and processed on 12/6/2021. I came out of the house after the work was initially completed and saw grass-seed all over my driveway and parking pad, which is never a good sign. I cleaned it up as best I could at the time and hoped that was the end of it. As spring is emerging this spring, new grass in coming up ALL OVER my front flower beds. This is not a small amount, and it is going to take a lot of time and work, potentially another landscaper to come in and remove all the grass so we can mulch the beds this spring. I am seeking compensation for the damage done to my property in the amount of the cost of the work performed, $844.07. This is absolutely unacceptable and I am prepared to take whatever action is necessary to rectify the careless work done by TLC- The Lawn Company.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/04/26) */ 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 refund the amount of $844.07 to you. Consumer Response /* (2000, 7, 2022/04/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept TLCs response. Thank you for considering my position. *** ********

• Initial Complaint

  03/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I continued their service to fertilize my lawn from last year. Last year they fertilized the lawn partially which they corrected once. This year on March 23rd they came back and fertilized the lawn partially. From the time the van pulled to the time they left was about 2 minutes. My property is 0.26 acres less the drive way and the space the home sits on. On a rider fertilizer spreader their employee made one pass which did not cover the full lawn. I called to complain and I was told they would call and it has been over a day and half they still have not called. I have paid $52.99 and I want the work finished or my money refunded.

  Business response

  04/04/2022

  Business Response /* (1000, 6, 2022/04/01) */ 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. As per your request, we will be refunding you the amount for the first application. Consumer Response /* (2000, 8, 2022/04/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They charged my card on March 30th and the charge is now in a pending status as of 04/01 to refund the full amount. I am satisfied with the resolution.

*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. ↩