Complaints

This profile includes complaints for Lawn Love Lawn Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lawn Love Lawn Care

  402 W Broadway Ste 442 San Diego, CA 92101-3542

  
• 

  Lawn Love Lawn Care

  506 2nd Ave Ste 1400B Seattle, WA 98104-2343

• 

  Lawn Love Lawn Care of Fort Worth

  4500 Mercantile Plaza Dr # 300B Fort Worth, TX 76137-4225

• 

  Lawn Love

  address on file with BBB Minneapolis, MN 55402

• 

  Lawn Love Lawn Care

  Jacksonville, FL 32201

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me for services and never show up to do them twice and on the app it shows where they cancelled for that day and still charge me

  

  Business Response

  Date: 10/03/2024

  Hello Vandolar,

  Thank you for getting back to us.
  

  Please allow us to clarify your bill.
  
  Lawn Mowing at ********************* on 2024-06-07 - $19.99
  Additional charge for long grass for Lawn Mowing at ********************* on 2024-06-07 - $56.00

  TOTAL: $75.99
  

  You may also view your Billing History through your Lawn Love account and here's the link for your reference: *******************************************************************************************************************
  
  View Billing Statement
  1. Log in to your LawnStarter/Lawn Love app.
  2. Select Profile at the bottom right corner of your dashboard.
  3. Select Billing History.
  4. Your billing history will populate with the most recent transactions appearing at the top.
  5. Select the drop-down arrow to view a specific lawn mowing charge.
  
  Read Billing Statement
  1. Log in to your LawnStarter/Lawn Love app.
  2. Select Profile at the bottom right corner of your dashboard.
  3. Select Billing History.
  4. Your billing history will populate with the most recent transactions appearing at the top.
  5. The Charge Confirmation section displays the total amount charged to the card on file:
  6. The total amount charged to the card on file.
   7. The confirmation number of the charge.
  8. The Service section provides a breakdown of the charge associated with your service.
  - Service name
  - Property address
  - Price per service
  - Trust & Safety Fee (for Lawn Mowing services)
  - Tip, if applicable (The tip option will only appear if a Pro is rated 5 leaves).
  - Taxes, if applicable 
  - Total
  

  We will also reach out to you and send the before and after photos that your pro submitted that show the state of your lawn before the lawn mowing service on Jun 7, 2024.
  

  Please keep an eye on your email.  Thank you and have a wonderful day!

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lawn Love over the phone w/ a female sales representative . I told her what I needed regarding my lawn service. She assured me that I would get what I needed & the app would give me my schedule, which included dates & who would be on my property. I had to commit to 3 services before canceling and I had 48 hours to cancel or reschedule any service. I scheduled biweekly mowing and aeration & overseeing. I was told I needed a cut first and they scheduled them a week apart. I was told I would be notified through their app who would be coming to my property and I had 48 hours to reschedule or cancel. The mowing was scheduled for 9/9/24 & aeration was scheduled between Sep 15th or 16th. I received a message that my lawn would not be mowed until Friday, 9/13/24 due to a family issue-no problem. However, I received a message on Thursday just before they arrived 1 day early because they were changing their routes to save gas. That was also fine, but I was not at home for the 1st mowing. I checked their work the next *********** did a terrible job. They did not edge-up & there were high & low spots all over my yard. I complained, & they said take a $15.00 credit on my next mow or they would send someone out to do a better job. I was on the phone with customer *********** saw a scheduled for someone to come back to my home to fix the problem areas & then it said the fix was completed & ticket closed. The customer service person apologized & gave me a $15.00 credit. I told her NOT to send that person to my home again. She assured me that she would find a company with a five star rating. My aeration was done by TrueGreen on 9/10/24 without notification. I had no clue TrueGreen was at my house until I found a flyer in my door explaining what they did. I didnt know Lawn Love used 3rd party contractors. I didnt get a 48 hour window to cancel. I am already a ********* customer. They would have done the work for 1/2 the price. They would only email me.

  

  Business Response

  Date: 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,
  ******, Lawn Love
  

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/02/24: I paid extra fees to have my long grass mowed and set up a recurring service to have the lawn mowed every 2 weeks so that this would not happen again 06/10/24: Mow with no issues 6/28/24: Mow with no issues 07/07/24: mow recheduled and completed on 07/11 07/26/24: Mow was rescheduled to 07/29 07/29/24: mow was cancelled 07/30/24: Mow marked completed, but several places were not mowed. ********* filed with business. Fix scheduled for 08/11/24 08/11/24: Notified that the fix for the mow would be 9scheduled 4 weeks later. Filed complaint with business 08/14/24: mow marked as completed, but same areas still left unmowed as previous time mowed 08/18/24: mow marked as completed, but additional charges requested. Filed complaint with business 09/05/24: mow marked as completed, but additional charges requested. Filed complaint with business I have contacted customer service several times and they refuse to refund me and keep telling me they will fix the issue. It has been an ongoing issue, and still not resolved a month or more later. My grass is taller than I started this service, and now I will have to pay a different company to mow it and pay additional fees for the length of my lawn because Lawn Love has not properly mowed my property.

  

  Business Response

  Date: 09/18/2024

  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. Rest assured that our team will make things right for you.  
  
  Please know that we appreciate your patience and cooperation while we resolve your concern.
  
  Thanks!

   

  All the best,
  ******, Lawn Love

  
  

• Initial Complaint

  Date:09/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over charged for service.

  

  Business Response

  Date: 09/06/2024

  Hello *******,
  
  Greetings!
  
  I am reaching out to you regarding your Better Business Bureau (BBB) complaint #********.  We apologize for the inconvenience. 
  
  Upon review, we learned that you received your first mow on Sep 1, 2024 and your pro requested an additional long grass fee as based on the photos that they have submitted, your lawn was over 9 inches before they came and mowed the lawn. You can review our Long Grass Fee Policy here: ***************************************************************************************************************************************; for your reference.

  On the other hand, here's the breakdown of your bill:
  1st Lawn Mowing: $19.99 + $3.42 tax ($23.41)
  Long Grass Fee (LGF): $54.00 + $3.42 tax
  Your tip to your pro: $10.80
  TOTAL: $91.45

  If you need clarification with your bill, please let us know.  We would like to make sure that we are taking care of you. 
  

  Thank you and have a lovely day!
  
  All the best,
  ******, Lawn Love

  
  

• Initial Complaint

  Date:08/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered yard care from Lawn Love. On their first service they broke one of my sprinklers and rain down spout. They credited me $15. I told them I wanted to cancel my service. When I signed up I agreed to 3 services. I told them after they completed my service cancel. I waited each week and no one showed up. I called and told them to cancel my service. I talked to them about how unprofessional they were. The person I talked to said my service was cancelled. The next week someone shows up and mows my lawn. My mother talked to them and told them our service had been cancelled. He then informed her he just does what he is told. Now I received an email stating I have another service next week. I dont appreciate that they continue to schedule service when I was told it would be cancelled. I need my service cancelled and to longer receive emails or texts from them.

  

  Business Response

  Date: 08/12/2024

  Hello *****,
  
  Warm greetings!
  I'm reaching out to address your Better Business Bureau (BBB) complaint #******** and extend our sincere apologies for any inconvenience caused.
  
  Please rest assured that your Lawn Love account is now fully cancelled and we will no longer send out providers to mow your lawn moving forward.   You may also visit our FAQs to learn on how to delete the account: ********************************************************************************************************************;
    
  We hope we were able to assist you with this matter. 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 Lawn Love
  

  Customer Answer

  Date: 08/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lawn Love to cut my grass, and the guy damaged my house in several areas. He hit the side of my house, and I have holes in the side of my house and gutters.I have been trying to contact the company for over a year, but no one will speak to me. They keep telling me someone will contact me via email, but no one has ever responded. HORRIBLE customer service.I am a senior citizen, and they have taken full advantage of me. I would like them to repair the damage they have caused.

  

  Business Response

  Date: 08/16/2024

  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 ****** email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite the fact that they have a 'contact us' section in the bottom of their Privacy Policy page with an email, sending an email to that address gets you a canned 'this email account only sends messages and is not monitored' response with an invitation to download their app.I refuse to download their app as I will not be using their services. Here's the meat and potatoes of the email I sent which I feel sums up interactions with this company pretty well:"I'm writing to ask that you delete my account with you and remove all of my information from your system, including payment methods. I was hesitant to sign up in the first place as I'm leery of websites that want you to give a credit card before you've 'spoken' to a human, especially since there were no options to speak to a human before that point. The fact that I signed up and then the service request was cancelled with no explanation being given or shown on the website makes me feel like I've made a bad choice in taking a chance on your service. This is exacerbated by the fact that 'customer service' is just a link back to the main website and your 'contact us' and 'chat with us' section prompt you to download a phone app as those features are still 'in development'. I've decided to go with a different service that allows me to speak to professionals without submitting my credit card details first."I recommend skipping these guys despite the 'great price' and stick with ****'s list and direct referrals.

  

  Business Response

  Date: 08/09/2024

  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 ****** email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love
  

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Lawn Love regarding lawn service. I never received service regarding the cutting/cleaning of my lawn. However, a lawn treatment was added as a part of the service. According to their rules, the client had to confirm all services before the service could be completed. I did not want the lawn treatment service but could not cancel via their App (which did not work properly), email nor text message. I never confirmed the service but the lawn was treated at a cost of $121+ and my card was charged for said service. I complained and demanded a refund but was told a refund was not going to be offered even though I was only able to cancel the service on the of with the help of the customer service personnel. The offer of $23 for the first lawn cutting never occurred because the persons who were to perform the cutting never showed up. I would not recommend contacting this service for lawn services ever.

  

  Business Response

  Date: 08/08/2024

  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 she processed a refund of $121.75 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 *****'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 Lawn Love
  

  Customer Answer

  Date: 08/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ************************************
  
   
  

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lawn Love to do yard work. They hire local guys in the area to do the work. The guy that came to do the yard ran over the water line in my yard with possibly a riding lawn mower. He never finished the lawn, the back yard hadn't been touched. when I returned home, I found water leaking all over my lawn and into the street. I call the City of ********** water department, someone came out to inspect the damages the city said it was a lawn mower tracks over the water main and it was out of the city's perimeter. I immediately called Lawn Love the company that I hired. They instructed me to go on the company app and file a damage claim, I did as I was instructed. This all happened on 18 July 2024 is when I spoke to the company. It was closed the evening of the 17th when I returned home from vacation. I have called the company for help every day since but no one has called me. Instead they send emails every day requesting photos that I send every time I file a claim. I have filed about 5 claims and called every day gave them the name of a plumber but they have ignored my request for help. Water is still leaking a week later and they have not sent anyone out to see about repairing the problem. I can't afford the water bill no can I afford a hotel if my water is shut off. I don't want anyone else to have to go through this trauma I'm experiencing with this company. They don't seem to care inspire of the urgency this incident has caused. I am so stressed out I had to go to the emergency room at 5:30 AM due to my blood pressure being 185/103 I am a disabled veteran 68 years old served my company Honorably. Can you please help me ASAP? Each time I call they send an email asking me to file another claim. This is ridiculous. I have reached out to them today and several people have sent the same email but haven't hired a plumber to fix the problem. I sent them a plumber that's reasonable ******************** at ************ to look at the problem and fix it.Thank you

  

  Business Response

  Date: 07/29/2024

  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 Incident Resolution Specialist, already reached out to you regarding your concern/complaint. We sent you an email to further assist you with your claim as we aim to make things right.  We would highly appreciate it if you could respond to our email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love

• Initial Complaint

  Date:07/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While browsing Thumbtack for quotes on lawnmowing services, I came across Lawn Love and visited their website to inquire about their service pricing, which was advertised at $19.99 for the initial service. The registration process required my credit card details. After reviewing their rates, I opted to explore other service providers offering more cost-effective options. However, despite not confirming or scheduling any services, Lawn Love initiated service without my consent.Simultaneously, I had engaged another lawn care provider. During a call with a Lawn Love customer service representative, I was informed that the service had been initiated and rescheduled for the first week due to the lawn already being cut. To my surprise, despite not actively using their service, I discovered charges of $19.99 on my credit card statement on May 31, 2024, followed by additional charge of ***** on June 14, 2024, and July 15, 2024.I was billed a total of three times, resulting in an unexpected balance of $135.97, despite not providing authorization for these transactions. Furthermore, the company claimed they could not issue a refund as the service had already been rendered, even though I had enlisted another individual to handle my lawn care needs. Today, I contacted Lawn Love to address the improper charges for a service that I did not request. I have cancelled there illegal service today date of 7/23/2024.

  

  Business Response

  Date: 07/29/2024

  Hello Ancent,
  
  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 ****** email.
  
  Looking forward to hearing from you.
  
  Respectfully,
  ******, Lawn Love