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

  
• 

  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

  
• 

  TLC; The Lawn Company

  66C S Broad St Westfield, MA 01085-4410

  

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:09/07/2023

  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.

  This company is extremely fraudulent, After every service that has been done I’ve had to call about weed control never being used, My yard looks worse than what it’s ever looked since I’ve allowed this company to maintain my property, Even after calling multiple times about weed control not ever being used not a single time they would then send somebody out for a service call, Same tech as always and just simply uses granular only and then they send me a letter that I’m past due 60 days and if in 15 days they will then send to collections , Whatsver they want to do in the end I will not be making payment no matter who sends a collection letter! Why would I pay for services I haven’t been receiving id honestly like a refund for the previous treatments that were improperly received and for the debt that’s owed, How can you guys say I’m lying when every review about you guys is bad!!! Refund my money or live with this bad review forever, Also I forgot to mention I’ve tried calling multiple times just to sit on hold for 20+ min this company’s a joke!!!

  Business Response

  Date: 09/08/2023

  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 customer $58.41 back to his credit card on 9/7/23, and closed the account.

  Customer Answer

  Date: 09/08/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:08/30/2023

  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.

  I was not happy with this company last year when I had them and I never received anything from them that stated I needed to cancel them or would automatically renew, I would have made sure to have done that because their services were not that good. I then received a collection letter for $137.60 and I was shocked. My husband is retired and I never seen anyone even at our home. The lady tried telling me there was 2 treatments ( again if this is true they were not done vert well ) so I asked her why so much then she stated cost went up to almost double. I NEVER requested them to come back and was NEVER made aware they had even done anything. I do NOT want them to return to our home, I want this canceled and I am requesting the money that I felt bullied into paying ( dont want collections on my credit) returned to me.

  Business Response

  Date: 08/31/2023

  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.

  I have included a copy of the renewal letter we mailed to the customer at the beginning of the year prior to services starting. It includes Notification of Automatic Renewal of Services, as well as Terms and Conditions of the Services, which clearly states our renewal process and cancellation policy.

  In good faith we waived
  the amount of $137.60 that was owed, voided the credit card payment the customer called in on 8/31/23 to make and the account is now closed as requested. Collections was notified to remove and cease any further collections.

  Customer Answer

  Date: 08/31/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:08/29/2023

  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.

  IN SPRING OF 2022 I HIRED TLC FOR MY LAWN SERVICES FOR THE SEASON AND PAID THEM ACCORDINGLY WITH THE PAYMENT COUPONS THEY PROVIDED. WE FINISHED THE SEASON, I WAS NOT SURE IF I WOULD BE STAYING AT THE SAME ADDRESS ALSO I WAS NOT ENTIRELY SATISFIED WITH RESULTS. I THOUGHT I WAS DONE WITH THEM. IN MAY OF 2023 THEY SENT ME A BILL INDICATING THEY PERFORMED SERVICES AT MY HOME WHICH I NEVER HIRED THEM FOR, AND THERE WAS NO INDICATION THAT THEY WERE HERE, NO STAKES IN THE GROUND NOR HANGTAGS ON. MY DOOR SAYING THEY APPLIED CHEMICALS. I SENT AN EMAIL TO THEM TO CEASE AND DESIST ON 5/31. I RECEIVED A SECOND INVOICE TO WHICH I RESPONDED WITH A PHONE CALL ON 6/12, AND LEFT A MESSAGE. I AM CONTINUING TO RECEIVE INVOICES FOR SERVICES NOT PERFORMED AND INTEREST ON A CONTRACT I NEVER AGREED ON. I WOULD LIKE THE $174.88 CREDITED AND CEASE THEIR COMMUNICATIONS.

  Business Response

  Date: 08/30/2023

  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 $174.88 that was owed and the account was closed as requested.

• Initial Complaint

  Date:08/22/2023

  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.

  Prepaid for seasonal lawn weed control $744 . Company came once to treat lawn was not effective. I called to alert them and they scheduled a treatment. This was not effective and I spoke to a GM Mark. He was to send out a senior rep to retreat never came called again and was told I would not be refunded for the ineffective service they provided and hung up on me. I am out $183.24 for 1 treatment in March.

  Business Response

  Date: 08/24/2023

  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.

  The following services were provided to the customer: 1st service on 4/13/23, 2nd service w/grub proofing on 5/26/23 and 3rd service on 7/21/23. Customer called us on 7/19/23 with the complaint regarding the weeds, at that time we scheduled his 3rd service. On 8/2/23 the customer called again still unhappy with the amount of weeds on his lawn and demanded a full refund of the services. As per our guarantee we refunded the customer the credit balance on his account along with the credit for the 1st application. He is now demanding reimbursement of the $183.24 for the 2nd svc, grub proofing and 3rd service.

  In good faith we have refunded the additional $183.24 back to his credit card and the account was closed as requested.

  Customer Answer

  Date: 08/24/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/14/2023

  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.

  This lawn company applied fertilizer and weed killer 4/13/23 results were good. They returned 6/1/23 applied fertilizer and grub control. I called to complain, that my yard had numerous weeds. They treated again 7/12/23 and told my husband that we should wait at least 14 days for best result. Not one weed curled up. I called again and let them know I was not happy. They went ahead and treated again on 7/20/23. The technician was a little annoyed that it hadnt been 14 days. Now here it is 8/12/23 and my yard is horrible. Covered in weeds and crabgrass. I had waited to complain until 14 days had passed this time. I asked for a manager, but they would not send one out. Nobody has been out to correct the problem either.

  Business Response

  Date: 08/15/2023

  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. The Branch manager for that location has reached out to the customer and is scheduled to meet with him on Thursday 8/17/23 to go over all issues he is having with his lawn and to come up with a resolution.

• Initial Complaint

  Date:08/08/2023

  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.

  We entered into a contract to service our lawn. Nobody visited the property and scoped the work based on ****** maps. We have had 3 services rendered and in those 3 times we were home once to observe what was not completed. The tech did not spray for weeds and did not apply fertilizer properly to backyard until he realized someone was home when I questioned him about the out of control weeds. He proceeded to tell me that he could not provide weed treatment because he needs a machine and that was not able to be done given retaining walls. He advised that he would make a note and return with 2-3 guys to assist with the machine. Upon calling HQ and asking what day he was coming the receptionist noted he did not make a note on the account about needing to come out again nor had ever commented on the challenges of the property. For 2 weeks we attempted to reach our branch manager who came today (Alek) who was arrogant from the start and advised they could not treat our property nor complete the annual aeration later in the fall. We have terminated our contract effective today and are asking for a full refund as services have not been rendered on the property nor completed. This amount totals $467.75 for 4 auto payments taken. The lack of professionalism and follow thru along with the inability to get in touch with the branch manager has made dealing with TLC a nightmare. We have sent a letter out today and spoken with HQ (******) who advised the account is closed but was unable to give direction on providing a refund. **** did not comment and walked off the property when we handed him our cancellation notice and asked him for a refund for the entire months of proposed services not rendered.

  Business Response

  Date: 08/08/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith have refunded the customers credit card the amount of $476.75 and the account was closed as requested.

  Customer Answer

  Date: 08/11/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/07/2023

  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 had used this company prior and was very dissatisfied, the service was poor at best. Two years later I got a letter to use the service. I had contacted them that the issue that I had at that time was not resolved. I have Oxails weeds. As I am now 73 years old the thought of getting down on my hands and knees to pull them out by the root ore use a product that had to applied to the weed root was not something I wanted to do. I made them aware of this and told them up front that I was no about to pay full price, the starting sq ft. is ****, my yard is less than 200 sq ft. I was assured that my concerns would be addressed. I met with the technician showed him the issues and was assured that it would be fixed. That was March, it is now August and the Oxail is thriving! I have contacted them and a supervisor is supposed to be coming. I was to discontinue the service and get a complete refund. I pre-pay and am paid till September 30, 2023.

  Business Response

  Date: 08/08/2023

  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 *** have been experienced; that is not the level of performance and customer service TLC, and our customers, expect. In good faith we will be issuing a refund of $182.28 and the account was closed as requested.

  Customer Answer

  Date: 08/08/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2023

  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.

  Lawn looks horrible. the last time they came out to do an application was told weed killer/preventative applied. Two day after they left more weeds popped up. The weeds that were already there did not disappear. Worst lawn has ever been. Called for a weed service and was told they adjusted my next application, and someone would be our beginning of the following week. Called yesterday and asked for a manager. Was told Alex was going to call me back. Still no call.

  Business Response

  Date: 07/18/2023

  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. We have reached out to our customer and had a technician out on Monday 7/17/23 for the first stop of the day to treat and take care of all issues with his lawn. 

  Customer Answer

  Date: 07/25/2023

  They finally showed up and treated the weeds. Asked that the tech let me know there (never happened).

• Initial Complaint

  Date:07/13/2023

  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.

  I used TLC for almost 3 years. When I signed up, my billing was setup to charge my credit card monthly, the purpose was to split up the yearly cost of the service they provided. An example from 2021 is below.06/16 06/16 TLC THE LAWN COMPANY ************ MA $36.40 Last Fall I got a delinquent account notification, I emailed them, no answer, emailed again and they said they needed a card to pay, which I thought was strange because they always had my card prior, so I emailed my card info. Then I get another delinquent notice in the mail so I call. The gentleman took my card over the phone and said, "my service would return to normal". Normal to me meant, you have my card now, its on file, your service will continue and it will be billed monthly as it was in the past, I was expected a monthly charge of around $40.00. So, my service continued, I saw employers in my yard. But I never see a charge on my account. Then I get ANOTHER delinquent account notification in the mail, and this time the charge is for $199! I call and get representative, who told me, "We dont keep cards on file, we dont bill that way, and this is the same service you've always received". When I asked, when did this change, why wasnt I notified that Id be billed differently, she just kept saying, that this is how theyve always done it, which isnt true. She explained that the $199 was for 2 months of service, I said, then your service went up over 100%?? I said, I do not want to pay $199 for this service, it is not worth that amount of money... She seemed confused and asked to call me back. When she called back, she left a voicemail saying she confirmed this is how they have done it, they dont keep cards on file and she can waive my interest fee of $1.... That is a joke, I do not want to continue service with TLC and I do not this I should pay $199 for a service that I was misguided through.

  Business Response

  Date: 07/14/2023

  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 payment that was owed in the amount of $198.37 and the account was closed as requested.

• Initial Complaint

  Date:06/26/2023

  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.

  I paid in full for a years worth of service in 2022. I was unhappy with the results because my lawn looked exactly the same in my opinion as it would without service (bare spots, yellowish color, a ton of weeds). My complaint isnt about the results, but because of these results I never planned to renew service. Without my knowledge or consent, treatment in 2023 was renewed by the company. After getting one bill for 40 something dollars I called to cancel. This week I just received a bill for $171 even though I cancelled after the first bill. I paid in full in 2022 so I didnt have to pay reoccurring payments. I refuse to pay for something I never ordered and after talking to customer service they did nothing to help. Im not asking for anything but this seasons bill cancelled.

  Business Response

  Date: 06/27/2023

  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 payment that was owed and the account was closed as requested.