Lawn Maintenance
Naturescape Lawn and Landscape CareHeadquarters
Complaints
This profile includes complaints for Naturescape Lawn and Landscape Care's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 24 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/25/2023
Type:Product IssuesStatus: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 business does not communicate with the customer or follow the **** guidlines for consumer purchase of services. I agreed to a certain amount for 3 separate services. The company said it would take my information down and send me and invoice and receipt to my Email address. They charged my credit card, never gave me a receipt for services and detail regarding what services were to be performed. I called a total of Eight (8) times to rectify the receipt and detailed as well to report that the guy that came out twice only did a partial job. I was basically told someone would get back to me. Never did. I asked for a refund and was told that could take several weeks. No information was given about the refund amount. Never once did this company give me a receipt for taking my credit card nor did they give me an invoice of work to be done for the price they asked.Business Response
Date: 05/10/2023
We appreciate the customer bringing this situation for our attention, and we apologize for the poor experience. We have processed the refund requested. We also have reached out multiple times to discuss the situation and see how we can put our guarantee to work for the customer, but have been unable to reach them. We would still be happy to work with them, and are confident we can make them happy. In the meantime, we hope that the refund resolves their immediate concerns. If not, we will gladly continue working with them!Customer Answer
Date: 05/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Date:04/12/2023
Type:Service or Repair IssuesStatus: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.
Back in March 23, 2021, as I was comparing prices on my ********* from different Companies, I negotiated with Naturescape to start servicing my lawn. Previously, ******** was doing that service for me for many years with no issues (other than pricing). It seemed to be that the service that Naturescape had performed in the year of 2021 was good. I noticed a few weeds in my yard, but it was nothing to complain about. Then the service for the Year of 2022 began. It wasnt until late July and August that I had noticed significant changes to my Lawn. From September to November my grass started dying off in big patches all over my backyard. My front yard only had 2 bare patches of grass which I have tried to patch up. So, in November I call up Naturescape and had spoken with manager, ****. He agreed to come out and look at the lawn. His report back to me was that there was severe damage to my backyard. After some discussion we come to an agreement that I would pay for 1/2 the cost of a fall aeration and that he would overseed the grass until my lawn came back. I expressed my concern that by now there are holes in the backyard where the grass had died off and short of filling those holes in with dirt, that my grass would not grow evenly. **** had assured me that they would put soil in. They aerated the grass and then overseeded the lawn 3 times in the fall. None of that grass seed sprouted and my lawn has continued to deteriorate. So, I called back to talk to the Manager, ****. He agreed to come back out and look at it. He come back and proposed to overseed again. Being that 3 times they have overseeded without results, and the fact that my dog had tracked mud into the house so bad over the winter that we had to wash her feet every time she went out, I said no. I insisted that they resod my entire back lawn due to the widespread damage. Again, **** said he would like to come out and look at the lawn again. He come out, took pictures and sent them toBusiness Response
Date: 06/05/2023
We sincerely apologize for this experience, and we appreciate the customer's patience while we resolved it. We hope that the solution we implemented is satisfactory; if not, we will gladly continue working with the customer!Initial Complaint
Date:01/30/2023
Type:Sales and Advertising IssuesStatus: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 signed up for NatureScapes 5 Visit Lawn Program and since, I signed up late I was notified that I would only be receiving 4 visits, which I was okay with and prepaid the entire $183.20. The first visit was on 5/18. *************************** rolled around, I reached out to my local office informing them that I had not received any addition lawn treatments. They said they had scheduled me for 9/10 as the next visit. That date came and gone, with no visit as they had scheduled my treatment on a day they are not open. I had to contact them again and they rescheduled for 9/14 and they did come out to apply the second treatment. On 11/17, I contacted NatureScape informing them that they did not apply the final two treatments. They responded back saying that the 3rd treatment had already been applied and the they will schedule me in for the final visit on Nov 22nd. I had to correct them, saying that I never received the third treatment and furthermore, on 11/13 I witnessed someone from NatureScape, park in front of my house, sat in the company vehicle, for 10 minutes and leave without applying a lawn treatment. Additionally, at this time I informed them that I was seeking a refund for this missing application. Naturescapes response was that someone went to the wrong house and applied the application to a different location and I was never charged. Once again, I had to correct them, in stating that since I prepaid $183.20 for the entirety of Lawn Treatment program, I was already charged and still deserved a refund for the missing visit. After this final contact, NatureScape has been dodging my inquires for two months. All I want is a refund for the missing visit, and to be taking off their mailing list.Customer Answer
Date: 02/21/2023
On February 6, ***** from NatureScapes **************** contacted me over a review with BBB. I had to clarify with him that it wasn't a review, but a complaint regarding its services. ***** said I was supposed to receive a refund check ($45.80) in the mail, but I have received nothing. There has been zero additional communication and I am getting the same runaround. I am completely dissatisfied with NatureScape.Customer Answer
Date: 03/01/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.Hello. I just wanted to inform you that NatureScape reached out to me, and gave me another spiel about why the check was never sent. I finally received the check this week and hopefully I am done with this *****************.
Regards,
*********************Initial Complaint
Date:11/14/2022
Type:Service or Repair IssuesStatus: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 advance for 5 applications and agreement was for them to come out between 8am - 10am and give me a courtesy call before coming. They've just ignored my request for courtesy call. Then one day the guy decides to do a grub control application, without asking me first. When I got the bill I said I shouldn't be responsible for services I didn't request. I've asked several times for a Manager/Regional Manager to call me back. No return call. After continuing to escalate, I'm told they don't have a current Manager or Regional Manager. Appears to be a poorly run company. I would like a call from a Manager level person.Business Response
Date: 11/29/2022
We apologize for this incident, and we sincerely appreciate the customer taking the time to discuss their concerns further with us recently. We're confident in the solution we provided, but if there are any further questions or concerns, we will gladly continue working with the customer!Initial Complaint
Date:11/07/2022
Type:Order IssuesStatus: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 formal complaint is to officially document and communicate the fact that I do not wish to do business with Naturescape Lawn and Landscape care, its affiliates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written confirmation that you received this letter and that you will no longer send me mail or junk mail to my address on file or that is the subject of this formal complaint.In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.*******,***********************Business Response
Date: 11/07/2022
We have received this request, and will no longer send any solicitations to the address *******************************************.Customer Answer
Date: 11/08/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Date:11/04/2022
Type:Service or Repair IssuesStatus: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.
Nature Scape has not only not provided the service as paid for, they have damaged my 10k sod investment they fail to follow up nor address the issues. There are burn out stripes through the entire lawn property address. *************************************************************Business Response
Date: 11/21/2022
We were very sorry to see this, and we appreciate the customer taking the time to discuss these concerns further with us recently. We're confident in the solution we've put in place, but if there are any remaining concerns, we will gladly continue working with the customer!Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus: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.
Naturescape's paperwork has 100% Committed to customer satisfaction stated on it, but sounds more like is just for marketing purposes. I called with an issue and was told they would address it at the next service of the lawn in a couple months. When they came to treat the lawn, they did not address the issue and when I called back to ask why I was told it is too late in the year to address that issue. I asked why they did not address the issue then a couple moths back and was told must have been a training issue. They said they would have the area manager call me back. A few days later *** at the ********** ** office called and said he was the manager and wanted to know what my issue was. Again, must have been a training issue, as the person I spoke with a few days before the manager said they would explain everything to the manager. I asked *** if he looked at the notes on my account, but *** had not looked at them. I explained that I had been working with several people over the past 2 months on the issue and now I have been told Naturesacpe will not do anything about it. *** said he was sorry that this happened, and I asked what he could do for me as I paid for this plan which included returning to address issues which did not happen. ***'s response was all I can do is say I'm sorry it happened. So much for 100% Customer SatisfactionBusiness Response
Date: 11/11/2022
We were very sorry to see this, and we appreciate the customer taking the time to discuss these concerns further with us. We're confident in the solution we have in place and we hope it is satisfactory; if not, however, we will gladly continue working with the customer!Initial Complaint
Date:10/23/2022
Type:Service or Repair IssuesStatus: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.
We hired Naturescape ********* out of ***********, ** to make our grass greener and ******. We were sold on Naturescape because they have been servicing lawns since ****, and according to their Welcome Message states, We are 100% committed to having each and every one of our customers completely ***********, we are anything but completely happy after Naturescape completely destroyed our front lawn! Currently, they have offered no restoration services, i.e., (Overseeding, aeration, Nothing!!). Im not convinced that this company is committed to making sure the customer is Completely Happy, only committed to separating you from as much of your currency as possible!Business Response
Date: 11/14/2022
We apologize for the unsatisfactory experience we provided, and we sincerely appreciate the customer giving us the chance to work with them to make them happy again. We are confident in the solution we've put in place, but if there are any additional questions or concerns we will gladly continue working with the customer!Customer Answer
Date: 11/24/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[All I have received thus far, is lip service. My original complaint was filed on 10.23.22 and as of today, none of the proposed corrective actions have been performed. The company has offered a solution, but has not delivered]
Regards,
***************************Business Response
Date: 02/07/2023
We apologize for any confusion, and appreciate the customer speaking with our manager last December about this issue. We hope that the solution we discussed will be satisfactory, but if not we will gladly continue working with the customer.Initial Complaint
Date:10/18/2022
Type:Service or Repair IssuesStatus: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.
On or about JAN 2022 I signed up with NatureScape ********* (**********, ** Office) for both lawn fertilizer/weed service AND for the first ****************** App 4 - ******************* Spray". I've used this company for ********* only for ~2 decades.) The charge for the ***************** was under $100. My Property ID with the company is 53914,Earlier in the summer (JUL), I called the ********** office that some plants were being attacked by *****. A Rep came out & at first said it was 'mold'. I then showed him it was tiny white Mites under magnification - they then came out twice to spray the specific plants which seems to have solved that problem. Then on SEP 8 I was working in the backyard and suddenly saw a representative on the east side of the yard come around & was 'wildly' spraying trees (most are not mine!) and shrubbery foliage (he was wearing a small scarf as his only 'protection'). I immediately 'backed away because the wind was blowing some of the spray towards me! When he saw me he immediately left my property and did NOT spray all the shrubbery on the west side of the property. The following week I noticed some yellowing of my very mature Yew plants on the front right corner of my home (see my photographs) along with dropping of leaves on ALL shrubs along the entire east side of my home! Within a couple weeks the Yew shrubbery was completely killed. However, by early OCT, some new leaf/bud growth returned to the shrubbery on the east side of the house. The Company Rep who came out in SEP tried to blame it on 'Root Rot' which my extremely landscaper of 15+ years AND another licensed Arborist said was NOT the cause. The Rep ******** took some PIX and filed a report. He told me the Corporate HQ would contact me soon. So far - no one has contacted me & the local **********, ** office refuses to provide any additional info. Many other PIX available.If I'm not contacted by the company within 30 days to resolve this I will file a Small Claims.Customer Answer
Date: 11/02/2022
Reference below: YES, I have heard from the company within a day or so of my filing this complaint with you.
And while they sent 2 people out to investigate the destroyed shrubbery within a few days of my filing there has been no follow-up contact or resolution to this problem to date.
Business Response
Date: 11/21/2022
We appreciate the customer's patience while we investigate this issue so we can take the appropriate steps, and we are confident that we will be able to provide a satisfactory solution. We will continue communicating with them, and if there are any additional questions or concerns we will do everything we can to make them happy!Customer Answer
Date: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The so-called 'Response' is just 'typical' - but so far, there has NOT BEEN A RESOLUION
Regards,
***************************Customer Answer
Date: 12/05/2022
Ref the below and my Claim against Naturescape: I have heard from them and effectively they have refused to take responsibility for the damage done to my landscape. While I will try one more time to get them to own up to the damage their employee did I am likely going to find it necessary to file lawsuit.Business Response
Date: 03/02/2023
We understand the customer's disappointment, and we wish to reiterate (as we have informed the customer) that we certainly are willing to take responsibility for any damage we may have caused; however, at this time, both our own experience of over 30 years and the evaluation of an impartial third party (*********** ********** see attachment) indicate that the damage to these planting was not the fault of Naturescape.
We would also like to reiterate (as, again, we have informed the customer) that we are absolutely willing to consider any additional evidence; this would include speaking directly with the arborist and landscaper whom the customer indicated to us as having diagnosed the damage to the yews as being a result of our service. To date, the customer has declined to provide us with any additional evidence or contact information. Nevertheless, we are still very much open to this route, and would be happy to continue to review the issue at the customer's request.Customer Answer
Date: 03/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I already advised the Company's Legal Representative that I would be getting an affidavit from my Landscaper addressing the question of what he believes was the cause of the plant damage when he returns to IL from his winter vacation. I also told the Naturescape Rep that when the weather permits - we will be removing the two remaining Yews and will make the roots available for inspection by the Naturescape Arborist and my own Arborist to validate that the plants were in fact killed by the improper chemical sprayed and NOT 'root rot' as they have claimed from the beginning.In addition, I told the Naturescape Rep in writing that I wanted the ******** Required 'Applicator' License Number of the ********************** employee who did the spraying as required by law. So far, that information has not been provided - nor even 'addressed' in any correspondence to me . (I do not believe the employee was licensed based on the hap-hazard way (I observed) when he was spraying with the potentially dangerous chemicals.
Regards,
***************************Customer Answer
Date: 04/12/2023
Just to complete this correspondence, attached is the Notarized Statement from my Landscaper.
Initial Complaint
Date:10/10/2022
Type:Billing IssuesStatus: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.
Serious service issue occurred in June. The guy came over and mowed in the morning right after an overnight thunderstorm. Most of the lawn are torn up, in particular, the new landscaping area that we spent thousands of dollars. I wrote to the management. The Email is attached here (dated 6/10/2022). Pictures are attached as well.A guy came in three days later and seeded some areas, as a temporary makeup. The weather was too hot (100F) to grow from seeds. No signs of lawn recovery.As the weather is cooling down, I wrote the management and requested a site visit and seeding. No response at all. The email is attached here (dated 9/19/2022). As the last hope, I called the local office the whole week last week as well as this morning (10/10/2022). Talked to the office secretary every time, yet no one showed up at all.Business Response
Date: 11/02/2022
We sincerely apologize for this situation, and we appreciate the customer giving us a chance to resolve these concerns. We hope the resolution we provided is satisfactory, but if not we will gladly continue working with the customer!
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