Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for lawn care from LawnStarter in July 2023. They offered a specific date for the services, but then after I paid, changed it to a later date which also happened to be the date of our estate sale. Luckily I was able to contact their contracted service pro and he agreed to come on the original set date. When it came time for my second service, I was given a different pro who did not make the appointment. The service was skipped and scheduled far enough out that the lawn would be way to high by then, so I had to hire someone else. I tried to cancel the LawnStarter service due to these inconsistencies, but was told I have to stay on for two more lawn services. I've read the reviews and am aware that LawnStarter has a history of failing to cancel services and continuing to charge for services after cancelation. I would like to cancel my service immediately.

  Business response

  10/14/2024

  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

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Without my permission, LawnStarter charged my credit card for services I never requested, confirmed nor received. When I originally agreed for LawnStarter to provide mowing services, I was very uncomfortable with this company keeping my credit card information on file. The LawnStarter representative assured me they will never use my credit card without my expressed permission and my agreement to do so. I therefore provided my bank info as required; then fulfilled my obligation to pay for them to cut my grass for at least three times. I believe I hired them four times, but Im not 100% sure about this. Nevertheless, after LawnStarter repeatedly made last-minute service and personnel changes without appropriate notification, I decided to cancel my contract with them. No further appointments were made beyond my cancellation; yet last night I first discovered they had indeed charged my credit card for $76.99 on September 10, 2024. On that day, a female contractor (who has never before cut my grass) was met on the road outside my home then shown proof of cancellation of my LawnStarter contract on my phone. She acknowledged her understanding she did not in fact have any appointment at my home; then left without incident. Although my contract had already been cancelled, no appointment had been made nor confirmed, and the contractor left without mowing my grass, LawnStarter still made the unauthorized charge of $76.99 against my credit card.

  Business response

  10/14/2024

  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 our team processed a refund of $76.99 to the card on file on Oct 7th and the account is fully cancelled. 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 our team's 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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried their service today and I'm appaled. I have .75 acres of land and they sent out some kid with a pushmower to cut my grass. It would take hours to cut this property with a push mower, and the kid cut it in 30 minutes. You can imagine how BAD the service was. My lawn looks horrific. Their response was to offer me $15 credit. This has to be the worst experience I've ever had with a company.

  Business response

  10/11/2024

  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

  10/19/2024

  Complaint: 22360144
  
  I am rejecting this response because ****** is useless and has failed to resolve my issue. 
  
  Regards,
  
  **** *****

  Business response

  10/22/2024

  Hello *****,

  Thank you for your feedback and we are sorry to hear that we are unable to assist you.
  
  We reviewed your concern and learned that ***** is currently reaching out to our providers near your area.  We appreciate your patience while we are making things right.
  
  Thank you!
  
  Respectfully,
  ******, LawnStarter

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sirs,First of **** want to thank you for yuor time and effort to protect the interest of your fellow senior citizens.I am attaching the letter I have emailed to LawnStarter with my claim. In this way, you will have a detailed idea how this company handle the business of their customers.

  Business response

  10/01/2024

  Hello *******,
  
  I hope this message finds you well.
  
  Im reaching out in response to your Better Business Bureau (BBB) complaint #********, and I want to sincerely apologize for any inconvenience this may have caused.
  
  After careful review, weve confirmed that our Incident Report Team Specialist, *****, has been in contact with you regarding your concerns. On September 17th, you provided a quote for $220.00, and we offered to settle the claim for that amount on the same day. You agreed that this would fully resolve the issue.
  
  Please note that we are unable to process any further reimbursements related to this claim. However, if you have any additional concerns, we encourage you to reach out directly to our Incident Resolution Team for further assistance.
  
  Thank you for your understanding, and wishing you a wonderful day ahead.
  
  Best regards,
  ******, LawnStarter

  Customer response

  10/01/2024

  Complaint: 22355733
  
  I am rejecting this response because:

  The $220 is only a reimbursment of what I have paid to repair the gate damaged by the jerking of your yard man (BWB).  I accepted the refund, but not the compensation for my time, the injuries and struggle trying to pass over the spikes of an 8 foot gate, all this caused by your yard man.  You need to compensate the eight (8) hours I have spent calling companies, writing to you and to BWB.  I am a doctor.  My hour is $120.  I do not work for free.

  Do you work for free?  

  Regards,

  ******* ****

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lawn starters was recommended to me by my daughters friend because she had good service with them. I was skeptical about the $19 first lawn option but thought Id give it a try. Needless to say it was not $19 and turned out to be more like $100. For lawn Cutting trimming weeds, which were not all done, **** trimming, which was never none at all lawn, cutting above 9 inches which is fair and cleanup, which was never done. Spoke with the person who was sent out to do my lawn. His name was **** **** lied and said that I did not pay for cleanup service and that he did blow all the trimmings off of the sidewalks which I sent him pictures proving otherwise., He said that he left everything behind for fertilization, and that the wind would blow it away, I told him I didnt pay for the wind to blow it away. When contacting LawnStarter afterwards about my experience, yes they were very sorry but only gave me a $15 credit which I refused and expected it to be a refund which Im not sure it happened yet. They said they could send the provider back to finish the job and I told him I did not want that individual back on my property. He wasnt the nicest person when he showed up in the first place. I told him he shouldnt have finished the job on the day he came to mow the lawn. I also told them he did not trim the **** and just abruptly left and didnt say anything so I couldnt ask him to take everything away. I just lawnStarter is a scam and they need to remove their $19 deal because it does not turn out to be $19. I will not be using them again.

  Business response

  10/07/2024

  Hello Penni,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #22342433.  We apologize for the inconvenience. 
  
  Upon review, one of our Experience Specialists Megan, already reached out to you regarding your concern/complaint and working on your concern as we aim to make things right.  Megan send you an email on Sep 27th and hoping she could receive a response from you.
  
  Looking forward to hearing from you.
  
  Respectfully,
  Janice, LawnStarter
  
  

  Customer response

  10/07/2024

  Complaint: 22342433
  
  I am rejecting this response because: Megan contacted me wanting to know what the issue was. I reiterated everything for the third or fourth time back to the business and she has not responded . As far as I’m concerned, this issue is not resolved because no other correspondence after my contacting Megan on 27 September took place.
  
  Regards,
  
  Penni Candelaria

  Business response

  10/08/2024

  Hello Penni,
  
  Thank you for your response.  We appreciate it and we are sorry to hear that you did not receive Megan's reply. Allow us to copy and paste the context of her email for your reference:
  
  I am sorry for the experience that you've received while using our services. I am sorry that the provider did not do a complete job on your lawn and he will be reported. I do want to mention that the bagging and hauling away of clippings is an additional charge of $15 per service. The service includes the mowing, edging, and blowing. The providers will mow and mulch up the clippings though. If you'd like I can add the bagging of the clippings to your account. I do see that you have a new provider that is scheduled to come on November 4th. I am going to credit your account so that the service in November will be free. I am sorry for the frustrations that this has caused. 
  
  Also, please be informed that she advised us that your account has been credited $55.99 so your upcoming mow on Mon, Nov 4, 2024, is on us.  We have advised Megan to send you another email and make sure that you are being taken care of.
  
  In the meantime, let us know if you have other concerns.  Thank you and have a wonderful day!
  
  Respectfully,
  Janice, LawnStarter

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The first week in Aug. 2024 I had my lawn service on for 2 weeks. I requested they mow my lawn. I rec'd a text from the server who stated my lawn didn't need to be mowed but that I would have to pay *****. I texted back and told him I would not pay for a service I didn't receive and he made the decision not me so I will not be paying. He texted me back and stated that what it take to keep my lawn up. I looked up the co. policy and it states you only pay for services only. I told him again I would not pay for a service I didn't rec. I am recovering from double hip surgery and my daughter was pregnant and we had to mow the lawn because of the *** .(Any fees which the Company may charge you for the Services are due immediately upon completion of your lawn care service and are non-refundable. regardless of any a contemporaneous or subsequent termination or cancellation of your account whether by you or by Company, any disruption to our Services, whether planned, accidental, intentional or caused by any other reason whatsoever. The fees due shall be the prevailing pricing at the time of service. If you do not cancel or reschedule a service date already scheduled at least 48 hours prior to such date, you will be charged the full amount for the canceled or rescheduled service.Please note the pricing information published on the website may not reflect the prevailing pricing. The Company, at its sole discretion, make promotional offers with different features and different rates to any of our customers. These promotional offers, unless made to you, will have no bearing whatsoever on your offer or contract. The Company may change the fees for our Services as we deem necessary for our business. We encourage you to check back at our website periodically if you are interested about how we charge for the Services.) We canceled the service but they are doing collection on us for services we didn't rec.

  Business response

  10/04/2024

  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

  10/05/2024

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I request that Lawn Starter DO NOT charge my credit card. This company uses a Fraudulent Policy: insists that "3 services still must be provided" though I'm calling to cancel today Sunday at 8:30am for a service scheduled on Wednesday after I found/contacted them for the 1st time yesterday. It's operated from overseas by persons apparently trained to be **************** this time no ******************** have yet been started/provided.The BBB shows this company has a pattern of wrongdoing.They told me first they'd come either Monday/Tuesday time unknown; then texted they'd come on Wednesday....(their app is dysfunctional,too).DO NOT CHARGE ME. DO NOT COME FOR SERVICE TO MY PLACE. REMOVE ME FROM YOUR DATABASE.I'm very upset I must cancel my card as compromised now by this absurdly unresolved interaction with an overseas office that is refusing cancelation confirmation less than 24h since initiation and 72h before any service done.

  Business response

  09/24/2024

  Hello ********,
  
  Warm greetings!
  
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Just to let you know, your LawnStarter account was fully cancelled effectively on Sep 22, 2024.  Rest assured that we won't send any lawn care providers to the property.
  
  We'd greatly appreciate it if you could let us know whether our team's assistance and resolution have met your satisfaction. Your feedback is invaluable to us, and we're eager to hear if we have successfully resolved the matter to your expectations.
  
  Looking forward to your response.
  
  Best regards,
  ******, on behalf of LawnStarter

  Customer response

  09/26/2024

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I set up to have my grass by LawStarter they came out today 9/20 and I was not at home. The pro they sent out charged my daughter 275 for my grass saying that Lawstarter didnt inform him that I live on a corner lot. He had her Zelle him the money. He is not suppose to be paid outside of the LawnStarter app. In addition to that LawStarter also charged me for cutting the grass twice. All together I am out over 400 dollars.

  Business response

  10/04/2024

  Hello Maia,
  
  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

  10/05/2024

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

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Law Starter broke my window o my screen door Stated would repair-sent me to Ramp (for $290)Received notice payment on 9/16 One hour later-received email -cannot pay =ACH error Cannot reach anyone to correct by phone or email at Lawn starter or Ramp Called Lawn Starter and emailed and left msg on app no# for RAMP -emails go to a 'no-reply' email address Ramp has mailed an app multi times (the same one)The app is for a business -not an individual I cannot correct any info there

  Business response

  10/01/2024

  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 and was advised that our Incident Resolution Team Specialist ***** is already working on your concern.
  
  We'd greatly appreciate your cooperation and patience while our teams resolving your concern.  Thank you!

  Best regards,
  ******, on behalf of LawnStarter
  

  
  

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  IMPOSSIBLE TO CANCEL! In Mid Aug'2024, I had service with Lawnstarter. My son's Birthday party was sched for *******. The sched LS Pro had confirmed the Week of Aug 17 that he would be able to come that week. The week of Aug24th arrived and no pro had arrived and the pro assigned was no longer responding on the app. When I called LS about the issue, they said that the pro assigned had left LS and they needed a new Pro. I told them it was on a time constraint because it was my son's BDay party that weekend. They couldn't guarantee someone would be out before the party, so I told them on that call that I was cancelling service. I used the App and chose to "Cancel Entirely". I hired a new Company to has been servicing the property since. All the sudden, on 9/18, someone from LS showed up to cut the grass. I was home and was able to stop him, told him I cancelled with LS. I reached out to LS on their AP, and advised the same. Told them I cancelled a month ago. They said I needed to send them an email proving i cancelled. I didn't know to look our for a confirmation email from when I cancelled in August, so I told them I didn't have one but I cancelled on the **** so they should have record. I told the *** during this conversation on the app of 9/18, to make sure it was cancelled, not to send anyone else. On 9/19 someone else arrived when I was not home. We caught him on the camera, I had my mother go out to tell to leave, we canx with LS. He had already cut some of the grass by this time as it took a few minutes for us to get the notification on our camera and to get out side to tell him to leave, but he never got a chance to start the back. Also, if the grass is over 9" they are supposed to get approval from me before they cut the grass, I have always been given an opportunity to refuse the cut. They didn't do that this time and cut without approval. Had he REQUESTED *****, I could have used that opportunity again, tell them to CANCEL. Now, they want to charge $213!

  Business response

  09/20/2024

  Hello ******,
  
  Warm greetings!
  I'm just reaching out to you to address your Better Business Bureau (BBB) complaint #******** and to let you know we sincerely apologize for any inconvenience caused.
  
  After looking over it, we've verified that our Customer Support Team has already been in touch with you about your concerns. We wanted to let you know that we have credited your account amounting to $213 as a courtesy of inconvenience and issues with your provider.
  
  In addition, our team confirmed that your LawnStarter account is now fully cancelled.  Have peace of mind that you won't be charged for any services and we will not going to send any providers to the property.
  
  We'd greatly appreciate it if you could let us know whether our team's 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

*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. ↩