Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon completion of a LawnStarter service, I noticed that they had broken the gate to my fence and also damaged to lawn decorations so that they did not stand up properly. I contacted LawnStarter as soon as reasonably possible to attempt to resolve this complaint and get payment for the issue. At that time I had an informal quote of repair for the gate and for the decorations at $500. I went ahead and got an estimate from bravo fence for $350 to repair the gate alone and replacement cost of each one of the lawn decorations was $25. LawnStarter offered me $80 in credits. This is absolutely unacceptable when they were the one who broke my fence to the point where it cannot be used, and it is a reasonable and small amount of money to replace the decor and fix my fence.

  Business response

  01/20/2025

  Hello *********,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email and advised you that the ************************** has emailed you regarding the Property Damage claim. You will need to respond to their email. 
  
  Respectfully,
  ******, LawnStarter

  Customer response

  01/22/2025

  Complaint: 22783480
  
  I am rejecting this response because: the company is not responding to emails and is not working with me. I received one email from a lower worker who made no attempts to resolve the issue. I would like to move forward.
  
  Regards,
  
  ********* *********

  Business response

  01/23/2025

  Hello *********,
  
  Thank you for getting back to **. And I am sorry for the inconvenience, however, upon review, we learned that our team offered you a reimbursement fee for your claimed damaged and asked you to sign the liability form.  
  
  Please respond directly to our Incident Resolution Team Analyst email for further assistance as they have its own process. We hope you understand.
  
  Thank you.
  

  Customer response

  01/23/2025

  Complaint: 22783480
  
  I am rejecting this response because: the amount offered will not cover half of the amount to repair the damage. Further they will not provide the name of the subcontractor who did the damage so I can sue. 
  
  Regards,
  
  ********* *********

  Business response

  01/30/2025

  Hello *********,
  
  How are you doing? We reviewed your account and learned that you accepted the terms and you have signed the document that was sent to you by our Incident Resolution Analyst.
  
  If you need further assistance with the terms and reimbursement you agreed upon, please, respond directly to our Analyst's email.
  
  Thanks!

  Customer response

  01/30/2025

  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.
  
  Regards,
  
  ********* *********

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Lawnstarter to mow my lawn every other week for the spring and summer of 2024. After a few weeks I walked around behind my garage on a side that is not visible from the front, and discovered a fair amount of damage to my garage siding from a weed eater.I immediately filed a complaint on or around August 5, 2024. The initially were helpful, but only after a few weeks stated that I had taken too long and was therefore not going to receive compensation for the damage. They tried offering me $300 dollars and then $500 which I did not accept.I build this garage myself and knew that hiring someone to do the repairs would be many times these offers.I sent them photos of the damage which they had asked for, and also with much difficulty acquired 3 bids to do the repair.Seeing at this point that their offers were way below the actually cost of repair, they started telling me that I had waited too long, even though only a couple of months had passed.I spent my own time and resources obtaining 3 bids, and my own personal time, much of it during my work day to meet with contractors.Of the 3 that finally submitted estimates, I had contacted no fewer that 10 who simply refused to give me bids due to the fact that if was a repair and not a replacement. I am the aggrieved party, but hey offered no help in finding a business to repair the damage which their company or employees had caused.

  Business response

  01/20/2025

  Hello ***,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email and would highly appreciate it if you could respond to her email.
  
  Looking forward to hearing from you.
  

  Respectfully,
  ******, LawnStarter

  Customer response

  01/20/2025

  Complaint: 22778206
  
  I am rejecting this response because: This is only 1/2 of the cost from the lowest bid, and less than 1/6th of the highest bid. They offered this same amount to me a few weeks after the damage, and before I had even secured  a single bid.

  Since I now have to wait until spring because of the nature of the repair and the extreme cold here in ****, there is no guarantee that I can have the work done based on the previous year's estimates.

  Now in addition to the original and very reasonable request for repair to the damage to my property, I am requesting additional funds for the time and effort for which I was forced to use my own time and effort to secure bids and a contractor that was even willing to do the work. I had even secured the siding needed to do much of the repair without passing the cost on to Lawnstarter, this is now no longer an option, and I expect them to do this as a term of the repairs. 

  The delays they speak of in their complaint has no bearing on their responsibility for damage to my property, and many of the delays were directly due to their stalling tactics. 

  They were notified as soon as the damaged was noticed. 

  Let them be informed that I have contacted both the **********************'s office as well as the State of Iowa Attorney General and am filing complaints in both states.

   

  
  
  Regards,
  
  **** *****

  Business response

  01/21/2025

  Hi ****,
  
  We understand you but our team needs to follow our policy and process in handling property damage claims.
  
  We strongly recommend responding directly to our team for further assistance.
  
  Cheers,

  Customer response

  01/21/2025

  Complaint: 22778206
  
  I am rejecting this response because: I have at least 59 email correspondences with Lawnstarter, most of them being directly pertaining to this claim. They are gaslighting and lying to both of us. They have not tried to settle this in good faith. 
  I took a screen shot of many of our emails and attached above. Please let me know if you do not receive the email string

  
  Regards,
  
  **** *****

  Business response

  01/23/2025

  Hello ****,
  
  We understand your concern and where you are coming from, however, we regret to inform you that we cannot reopen your claim. 
  
  We hope you understand. Have a great day!
  
  Cheers,

  Customer response

  01/23/2025

  Complaint: 22778206
  
  I am rejecting this response because: Like I stated earlier, they damaged my property, I reported the incident and they proceeded to try forcing me to take a settlement that was nothing close to covering the cost of repairs to my property.

  If you are in a car accident and the other party is deemed at fault, their insurance company pays for whatever damage they did to your vehicle. No low ball offers, just whatever it takes to repair or replace.

  I expect nothing less from this company. 

  As you can see, they claimed in the last correspondence that they would rather work it out with me one on one.

  You saw the email string that I sent you with my last message to you. I have tried many times to settle this before contacting the BBB, but they keep trying to act like I'm the one being unreasonable.

  They will pay for the damage to my property, one way or another.

  I will reject any further offers from them until they agree to take responsibility for the damage and pay to get it fixed.

  They have already admitted their guilt by first offering me $300 and then $500 dollars. 
  
  Regards,
  
  **** *****

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/18/2024 I received notification that lawn and flower bed weeding service was completed. When I arrived home it looked as if neither service had been done. I confirmed with household members that the lawn service did come so I decided to only dispute the flowerbed weeding service. I messaged the lawn service crew directly in the app and didn't get a response after several hours. I contacted Lawnstarters customer ********************** and the agent informed me that the dispute process is that he will request the crew to come back out and fix the problem. I told the agent that I will give the crew time to respond to me message first and call back if I cant get a resolution directly with them I will call back for the dispute process. The agent did not mention that I had a timeframe for when this could be done. I proceed to discuss the issue with the crew through the app and after several days I was not able to come to a resolution with the crew. I called lawnstarters customer ********************** on 1/2/2025 and was told I needed to dispute within 5 days and there was nothing they could do at this time. This is unacceptable and I would like a better resolution. Its not right that I have to pay $49 for a service that was not completed, the crew lied and said they did something that they clearly did not do and they should be penalized, not me. I am requesting a refund or credit towards my next service.

  Business response

  01/13/2025

  Hello ********,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********. We apologize for the inconvenience. 
  
  Upon review, our Experience Specialists *****, already reached out to you regarding your concern/complaint.  Are you satisfied with the assistance and resolution you have received from her? We would love to know if she was able to make things right.  Looking forward to hearing from you.
  
  Respectfully, 
  ******, LawnStarter

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Poor Service and Damage from LawnStarter Dear Better Business Bureau,I am writing to express my dissatisfaction with LawnStarter due to several issues Ive experienced with their ********************************* Damage:In October, a mowing crew sent by LawnStarter broke my pipes during their service. Water poured out for an unknown duration, and they didnt inform me of the damage. I had to take care of the repairs myself, and while LawnStarter issued an $83 credit, it did not fully compensate for the inconvenience and cost of the repairs.2.Billing Issues:After the pipe incident, LawnStarter continued to charge me for services. For example, $50 was deducted for the next mowing. The last service on record occurred on December 11.3.Poor Communication and Service:As of December 10, the only mowing company listed on my LawnStarter account was Scullys. I wrote to Scullys specifically asking them not to come out. However, another company was assigned without my consent, and they came out to mow. The quality of their service was unacceptable:They did not mow the very back of backyard as instructed.They failed to properly weed-eat and only in certain spots.They left grass clippings all over my back ************* Billing Dispute:Out of the credit balance on my account, ********************** deducted additional charges and now claims I owe $26.98. I do not believe I should be responsible for this amount given the poor service and unresolved issues. While they offered a $15 credit, its irrelevant since I have already canceled my service with them due to repeated problems and lack of accountability.I no longer wish to use LawnStarter and would appreciate their acknowledgment of these issues by waiving any outstanding balance. I also urge them to review their practices regarding customer ********************** and the quality of contractors they send out.Thank you for your attention to this matter.Sincerely,***** ******

  Business response

  01/13/2025

  Hello *****,
  
  Warm greetings!
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.

  
  Upon thorough examination, we've verified that our Experience Specialist, *****, has already been in touch with you regarding your concerns. She has informed us that she credited your account, bringing your balance to $0.

  
  We'd greatly appreciate it if you could let us know whether ******* assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  

  Looking forward to your response.
  Best regards,
  ******, on behalf of LawnStarter

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: July 26, 2024 What the Business Committed to Provide: Lawn Starters agreed to pay for damages caused by their worker, who knocked down electrical wires connected to a transformer, causing a small electrical fire and a 45-minute power outage for the entire block. Nature of the Dispute: Lawn Starters agreed to pay for the full cost of repairs after initially offering only 50%. I completed the payment form they provided, but since then, theyve gone silent. They now claim they never sent the payment form, despite me having email proof. Attempts to Resolve:*** repeatedly contacted them, but they continue to deny their previous agreement. Ive provided them with proof, but they are now ignoring my messages. No payment has been made, and they refuse to honor their commitment.

  Business response

  01/03/2025

  Hello *****,
  
  Warm greetings!
  
  I'm reaching out to address your Better Business Bureau (BBB) complaint #********and extend our sincere apologies for any inconvenience caused.
  
  Upon thorough examination, we've verified that our Experience Specialist, *****, has already been in touch with you regarding your concerns. She has informed us that she processed a refund of $1750.00 on December 9th to the card on file. Kindly allow 7-10 business days for the refund to reflect in your account.
  
  We'd greatly appreciate it if you could let us know whether ******* assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of LawnStarter
  

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lawn starter has never made any of the scheduled appointments. Charged me for a September appointment that no one ever showed up for. I tried canceling their services but was told I had to download the app to do so but the app would not allow me to cancel. Every appointment was missed or rescheduled without prior notification (or very limited notification). I am currently being harassed by this company to pay an invoice for services that never occurred. I have contacted them several times with valid proof but I guess maybe posting the proof here will be better suited. How was service completed on 10/26 when my back gate was locked and I dont have a front yard big enough to be serviced, its literally a driveway garage and small patch of grass (the invoice I keep receiving harassing messages about). The final appointment for November never occurred which coincidentally is the same day I received a message for payment. This company is a FRAUD and owes me for the September payment they took and never provided services.

  Business response

  01/03/2025

  Hello ******,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email as we aim to make things right.  We would highly appreciate it if you could respond to Megans email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, LawnStarter
  
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got a quote to get the top of my trees trimmed. Specifically the tops and provided a photo of the before. The tops were never cut. I have photos of the after. I tried contacting and letting them know and its outside of 5 days. I asked them to send me the clause and the clause is about grass (because obviously grass grows fast, but this is about trees and trees are dormant right now in November). The service was never completed and they charged me almost $500. The tops of my trees are untouched and I have photo evidence and security camera footage from my neighbors across the street. Before service even started I asked an agent if they would get the tops of the trees. I screenshot the conversation.

  Business response

  12/09/2024

  Hello *****,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email as we aim to make things right.  We would highly appreciate it if you could respond to Megans email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, LawnStarter

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2024 I paused my lawn service and it was restored without my permission The lawn care provider cut part of the front yard and did not touch the backyard I now receive weekly requests for full payment 1. I paused my service 2. The job was not done

  Business response

  12/06/2024

  Hello *****/Nala,
  
  Warm greetings!
  
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Upon thorough examination, we've verified that our Experience Specialist, *****, has already been in touch with you regarding your concerns. She has informed us that you've won the bank dispute for the $50.87. We've also credited the account so it does have a $0 balance. In addition, she reported the provider for not completing the job.
  
  We'd greatly appreciate it if you could let us know whether ******* assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if she has successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of LawnStarter
  

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company. I asked for yard cleaning of leaves (1) and gutter cleaning (2). The company promised to do that but insisted on hiring them for their initial type of service, which is mowing (3). I purchased the only option of a 3-mowing subscription (3). They named their price for cleaning the yard as 110 dollars (1). They didnt do the job as a pro was not ready. They insist that I rejected their estimate for cleaning as 280 dollars in their application but I never received this offer as I never installed the application. They also ignored their promise to do a gutter cleaning estimate. Gutter cleaning never occurred as well. (2)The company states that they mowed the lawn twice (1) but it was not mowing it was just arriving and leaving as the lawn under all the leaves was impossible to mow. After being lied to my face and having the dispute for a refund left unanswered, I resolved to complain to BBB.

  Business response

  12/03/2024

  Hello ******,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** sent you an email  as we aim to make things right.  We would highly appreciate it if you could respond to Megans email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, LawnStarter

  Customer response

  12/03/2024

  Complaint: 22592432
  
  I am rejecting this response because: I have not been contacted in any form by the company. 
  
  Regards,
  
  ****** *******

  Business response

  12/03/2024

  Hello ******,
  
  I am sorry to hear that. I have advised ***** to send you a follow-up email.
  
  Please keep an eye out for her email. We appreciate your patience.
  
  Thanks,

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Property Damage to glass front door from lawn pointing blower directly at front door and a rock hit the glass door and damaging my property. I filed a complaint online, received and automated response. When I went to reply back to follow up, I received another automated response that my incident ticket had been closed out. NO ONE has contacted me so I dont understand why it was closed out. I uploaded multiple pictures from different angles and even have the Ring camera footage of it happening. I just want my door replaced but it is a custom door and this action requires permitting. Property Damage claim ticket ********

  Business response

  11/26/2024

  Hello *********,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists *****, already reached out to you regarding your concern/complaint. ***** advised us that she informed you that she already reached out to the property damage department and asked them to resend the email of the information that was needed for the claim.
  
  We appreciate your patience while we make things right.  Thank you!

  
  Respectfully,
  ******, LawnStarter
  

  
  

  Customer response

  11/26/2024

  Complaint: 22568390
  
  I am rejecting this response because while I did receive a response from your team, Ive been given a low ball offer of $300 to replace the glass on my front door.
  

  While I do not object to you replacing the glass panel, assuming this is possible, a $300 reimbursement would barely cover the cost of such installation not to mention replacing the glass. This is insulting.
  

  I am in progress of obtaining a quote for the replacement for the glass panel and will be in touch with your team. 
  
  Regards,
  
  ********* **********

  Business response

  11/27/2024

  Hello *********,
  
  Thank you for your response. 
  
  I strongly recommend responding directly to the Property Damage claim ticket that our Incident Resolution Team Specialist ***** so they can work out your claim.  For your reference, your Property Damage claim ticket is #********.
  
  Thanks,

  Customer response

  11/27/2024

  Complaint: 22568390
  
  I am rejecting this response because this matter is still unresolved and the business response is only directing me to another departments.
  
  Regards,
  
  ********* **********

*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. ↩