Complaints

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

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TLC; The Lawn Company has 15 locations, listed below.

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  TLC; The Lawn Company

  367 W Main St Northborough, MA 01532-2100

  
• 

  The Lawn Company

  579 E Xenia Dr Fairborn, OH 45324-5153

  
• 

  TLC; The Lawn Company

  210 Kuniholm Dr Holliston, MA 01746-1394

  
• 

  TLC; The Lawn Company

  7 Middlebury Blvd Ste 1B Randolph, NJ 07869-1120

  
• 

  The Lawn Company

  7132 Ambassador Rd Windsor Mill, MD 21244-2707

  

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:05/02/2024

  Type:Product 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 never showed up despite saying they did on 4/29 to spray the grass and would not let me know when they were coming back

  Business Response

  Date: 05/02/2024

  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 have refunded your credit card the amount you paid.

• Initial Complaint

  Date:04/17/2024

  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.

  Today, April 17, 2024, I called tlc company to pay for one treatment I received on April 9, 2024. Although I had not yet given permission to the company to provide service for 2024, I had been planning to contact the company with additional questions to discuss the costs and schedule prior to authorization. In 2023, I paid for the service in full for the season and intended to do so again. However, when I called around 10:20 am on April 17, 2024 and spoke to Debbie, she told me that she was unable to allow me to pay in full, or to pay the $30.69 that was offered in the payment plan letter sent out for 2024. She told me I should pay $40.69 (or something to that effect), which I paid via credit card. At the same time, I confirmed with her that any further service for 2024 should be cancelled. The company's website landing page says that their prices are the lowest guaranteed. $40.96 per service is not the lowest price. Secondly, Debbie refused to honor the price that was offered via the letter for a returning client. I am requesting a full refund for the price that was charged to me as I had never authorized the service in advance of discussing the cost of the treatment. The first season with the company, my grass died and weeds grew rampantly after your treatments. It raises suspicion that there is no option to pay online for service. All of our private information is provided and there is no way to tell whether or not our credit card information is being misused by the customer service agent. This is the second time (2024) I have had issues with the company.

  Customer Answer

  Date: 04/27/2024

  In response to the BBB letter requesting clarification re: 

  1. Please clarify your desired resolution.

  Answer: I am requesting a full refund for the price that was charged to me. (Indicated in the original complaint)

  2. Did you pay anything to the business?

  Answer: I paid $40.92 on April 17, 2024. (Payment indicated in the original complaint was erroneously recorded.)

   

  Business Response

  Date: 05/02/2024

  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 have refunded your credit card the amount of the payment you made.

• Initial Complaint

  Date:04/12/2024

  Type:Product 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.

  Prepaid $1888.22 for lawn service on two properties, **** ******* ****** ******* ****** ****** *** **** ******* ****** ******* ****** ******. I prepaid the services on February. 4, 2024 with the understanding that the first treatment would be sometime in the first two weeks of March 2024. As of today, no service. Also, I have requested of numerous occasions when service would start. I was not until I requested a refund that they said next week. These properties are located in ************* ********. Our lawn season starts is late February to early March.

  Business Response

  Date: 04/18/2024

  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. Unfortunately we had some delays due to weather, which is completely out of our control. We have closed both accounts and refunded the full amounts back to the customers credit card at the time he requested.

• Initial Complaint

  Date:04/03/2024

  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 paid this company over 1200 to treat my yard for one year. In the spring of last year my yard had stripes throughout. I called and it took the company 2 weeks to call back. When the area manager finally came out he told me it will "green up" in a bit. He also said that because it was later in the year in my state he cannot fertilize. If it doesn't look better in March, call back. I did call back and spoke to the company numerous times. The area manager was to come out when I cut it. I did cut it and called him back. He didn't come. I called again, he didn't come. I called again. He said his father was in the hospital. I waited a week and called again. No answer. I called the 800 number and told them I was going to retain counsel. The asst manager for customer service hung up on me. I called back and was told the manager wasn't available to speak to me. I simply want my yard fixed. Their lack of response is RIDICULOUS!

  Business Response

  Date: 04/18/2024

  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. We have been in contact with the customer, have refunded half the amount that was paid, as well as corrected the issue.

• Initial Complaint

  Date:03/18/2024

  Type:Billing 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.

  In 2022 I signed up for a year of services (5 visits) and prepaid in advance. I was not seeing the very good results but figured since we had not had our yard sprayed the year prior that could be the issue. At the end of summer and going into fall we weren't happy with the service at all and just decided that we weren't going to go with this company the following year. 2023 spring we get a notice that they came out. We never signed up for them to come out again and was going to cancel but by the time I had time to we'd already paid for half the year since it was being auto drafted and just forgot about it.. Anytime they had come out there would be these little balls all over our driveway, walkway, and patio. There were so many weeds in our yard to which we had never had since our home was built in 2018 and had sod. 2024 comes and here they just treated the yard again or so they say. My ring doorbell only showed them going into a side yard that has no gate to the back. I will say again that I did not sign up for them in 2023 or 2024. We never got a notice of a renewing service or anything.. I do NOT want this service!! Especially since it's now almost double what it was before AND I wasn't please with the service to begin with. I'd like any copies of anything that stated that services would continue yearly and any authorization that has allowed you to take monthly payments. Along with this I'd like this canceled immediately and at least any charges I am to receive for 2024 be removed.

  Business Response

  Date: 03/19/2024

  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.

  Attached is a copy of your renewal letter for 2024, which is mailed every January. This letter contains all the information regarding notification of automatic renewal of services, payment plans and service selection for the coming year, as well as the terms and conditions, which contains information about our renewal process and cancellation policy.

  In good faith we waived the payment that was owed and the account was closed as requested.

  Customer Answer

  Date: 03/19/2024

   
  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. Furthermore, I do not recall ever getting the letter regarding automatic renewal. I have noticed many others do not recall that letter as well. I would suggest you call automatic renewals before you make the first service call to check AND to make sure there aren't any concerns with your customers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/04/2024

  Type:Order 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.

  The company was suppose 2 break down the 7 remaining balance into payments because I said I would do it but only if I could make payments on it,they left a big part of my back yard bare,about 1/4 is just dirt,no grass seed of which was suppose 2 be applied,they never answered my calls about the bare spots,I want them 2 stop charging me I'm not paying for dirt....I think I'm paid in full,if u could see my yard u would agree...

  Customer Answer

  Date: 01/19/2024

  They called me 2 talk but I don't think I want 2 talk,they just want money when I want my yard done correctly...then we can talk...

  Business Response

  Date: 01/19/2024

  Thank you for your feedback. TLC; The Lawn Company appreciates the time taken to provide your concerns.

  The customer initially signed up for our 5 service program with grub proofing on an 8-monthly payment plan of $55.31 a month. Then in August sent in the signed supplemental service authorization to add core aeration with over-seeding and 3-Lime applications. These supplemental services are at and additional cost and are invoiced upon the time of completion. To date only 3-monthly installments totaling $165.93 has been received. 

  Attached copies of the signed supplemental service authorization from customer, as well as a current statement.

  We did make attempts to reach out and speak with our customer regarding the complaint. Customer does not want to talk to us.

  If good faith we are willing to reduce the amount owed by $300 as requested, there still is balance owed of $458.76

• Initial Complaint

  Date:12/07/2023

  Type:Order 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.

  TLC billed for 2 lawn care services which were not provided. Company sent invoice without providing service (copy attached), Spoke with Betsy on 12/4/2023 at 10:01 am on (800) 286-8505. She threatened me with collections. Paid her extortion fee via credit card (see attached receipt). Their contracts auto renew each year. Emails sent to them are undeliverable. Calls do not result in complaints being addressed. Truly unprofessional behavior. Want a refund of $137.87. They should cease to claim to do any additional work on the property. End contract. No further renewal. Please help. This company takes advantage of people thinking customers will not complain.

  Business Response

  Date: 12/08/2023

  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 may have been experienced; that is not the level of performance
  and customer service TLC, and our customers, expect. In good faith we have refunded the customers credit card $137.87 and closed the account as requested.

  Customer Answer

  Date: 12/09/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20972740, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bharat Kikani

• Initial Complaint

  Date:11/06/2023

  Type:Order 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.

  trying to make me pay for services that were'nt rendered along with billing for services that were not performed satisfactory, also threats of collection actions against me along with additional charges for services that were performed in future, no contract was signed if services were stopped for full amount to be paid.

  Business Response

  Date: 11/06/2023

  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 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 amount of $193.55 that was owed and the account is now closed.

  Customer Answer

  Date: 11/07/2023

  also the credit collection action and agency needs to be informed of no outstanding debt with an email conf# to ensure no credit errors on report along with letter from collection agency of no required payment and case closed.

• Initial Complaint

  Date:10/20/2023

  Type:Product 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.

  In February of 2023 we paid in full for 5 services plus grub proofing plus core aeration Plus overseed in the discounted amount of $678.25. Due to unhappiness with the service we called to cancel the core aeration plus overseed which totaled $362.10 and cancel the last fall treatment of $51.74 for a grand total of $413.84 refund to ***** On October 5th we received a credit of $181.05 and then a credit of $98.30 on October 12th for a total of $279.35 which means they still owe us a refund to our **** in the amount of $134.49. I have called repeatedly for the past two weeks only to be told rudely that they gave us the credit we were due, which is false we are still owed $134.49. I tried to have someone look at their pricing and what we paid so we could do the math together we could do the math together and got the same answer "no" We called to have clover, sedge & crabgrass retreated.still have it. They didn't put any/very little grub control on the lawn and the skunks tore up most of front yard and our lawn is ruined because of this company!!! I need $134.49 refunded to my **** immediately. Person applied treatments on 10 minutes or less, customer service people don't listen * untruthful as they told me an accounting manager would call me back but when I called today they said they didn't have an accounting manager and they don't want to give me the refund that is owed to me of $134.49. I was tolded a Manager would call me back and that didn't happen. TLC ruined the lawn by not putting grub control down or not enough of it and the weeds same thing. We have Weeds on the front lawn that have been there all summer and since the skunks came to eat the grubs. our front lawn is basically ruined. They are neglectful and don't care. All they want is your money and I want what's owed/refunfed to me $134.49 for services canclled PLUS monetary restitution for ruining of our entire front lawn that we used to take pride in but the grubs and the skunks got it.

  Business Response

  Date: 11/01/2023

  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 may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith as of today 11/1/23 we processed the additional refund of $134.49 back to the customers credit card. 

  Business Response

  Date: 11/01/2023

  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 as of today 11/1/23 we processed the additional refund of $134.49 back to the customers credit card. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: ********
  
  I am rejecting this response because:  TLC is agreeing to give us back what is owed to us in the amount of $134.49, the remainder of our refund that we were promised when we cancelled the core aeratyion and core overseed as well as the last of 5 services.  However, due to their lack of treatment for grubs or the low amount of treatment that may or may not have been applied, most of our front lawn was destroyed by skunks digging in it and tearing it up to get to the grubs that were not supposed to be there.  We paid for a summer of lawn treatment and for waterbill that including our sprinklers running all summer.  We are asking at least a minimum of $200 in restitution for the mess their lack of treated cased as we had to buy grub killing products to applyourselves after their manager came and "fixed" it.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/02/2023

  Type:Order 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 have a contract (signed a paper) with *** the lawn company to take care my lawn, I have to pay the company $43.04 every month to end in September 2023.They supposed to come every month to fertilize, and control the weeds on the lawn.Since the season started, they came only 3 times, I have to call them each time. I still sent them the money even when they dont show up.The last time they came to work on my lawn was July 17, 2023. I had to call them. They were weeks late.Since after July 17, 2023 I have been calling them every month. They never showed up. I still sent them the money. I finish paying them. I dont owe them anything.Last month I sent payments for 2 months August and September 2023, even they never showed up.Previously I sent them payment for **** and July 2023.They overlapped the months so much, they are the only know how many times they do the lawn. I wouldnt recommend the *** LAWN COMPANY to my worst ennemis.I only know they didnt come in July and August to do the lawn, God knows how many times they came. I would like them to come to do my lawn or reimburse me my money.

  Business Response

  Date: 10/03/2023

  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 may have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. We have been delayed due to the excess amounts of rain this season and are getting back on schedule to get your lawn treated. It is currently on the schedule for tomorrow 10/4/23. Keep in mind our services are not every month. You are on an 8-monthly payment plan for the 5-Service program. I have provided the attached Dear Valued Customer insert we provide, which does explain the frequency of our services.