Complaints
This profile includes complaints for Luv-A-Lawn and Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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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:04/18/2025
Type: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 not been satisfied with quality of service that we have received from Luv A Lawn over the last 6 - 12 months. I gave them the opportunity to send ******* their manager out to take a look and give us a game plan to make the lawn and bushes look better and since the lawn has never looked worse. We contacted the office with our concerns, told them to cancel our account, she was pleasant but gave us excuses and said she couldn't cancel the account that ******* would have to and he would call us. It's been a few days without a call and when you call their office you can not get a person on the phone and need to press one to leave a message and can't get a live person to answer. Our last treatment was sprayed during the rain and we believe it did nothing but that this time we just need the account cancelled.
Business Response
Date: 04/21/2025
Good morning,
My name is ****** ******* and I am the branch manager of the location that services you. I am sorry to hear about your unsatisfactory experience with service at your property, I look forward to the opportunity to rectify your concerns regarding your account. I left a voicemail at your contact number this morning, please contact me at your earliest convenience so that we can come to an acceptable resolution. In the meantime, I will schedule a lawn inspection to personally come by to inspect the lawn and upload current pictures to your account of the state of the lawn. I do see records from our technicians going back to your initial service with us recommending sod for areas that did not have Saint ********* turf to grow, with subsequent technician notes also recommending plugs and topsoil to help the lawn recover and grown in. I can be reached at ************ to discuss your service experience, current issues you are experiencing at the property, and to set a time we can meet in person on the property.Initial Complaint
Date:09/16/2024
Type: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.
Called early Sept to set up service, was quoted a price, gave them my credit card information and was told someone would be coming out next week on Monday or Tuesday Sept 3 or 4th, and I would receive a call as to which day. No one ever showed up. I called a week later they told me I would be getting a call from *** who is the scheduler for my area. Received a call from ***. He said hes not the scheduler he read notes from my file something about I was quoted, I gave my credit card information to a company that will not provide services. I placed a call to a manager, and left a message on nine 9/16/24. I called back and told them I would be handling Issue through the Better Business Bureau. I dont know who I can trust with the company Ive been given so much conflicting information. They have my credit card number, expiration date and CCV #.Business Response
Date: 09/18/2024
Luv a Lawn would like to deeply apologize for your recent experience in starting service with our company. Internal review does show there were errors in how your new account was handled, we are reviewing these errors and our processes to ensure this does not happen again. We would like to make this right and resolve the issue to your satisfaction. Our Brevard Branch Manager had attempted contact and left voicemails on 9/16/24 and 9/17/24 in an attempt to contact you and resolve the issue to your satisfaction. We look forward to the opportunity to resolve this matter and make it right. Please contact our Branch manager at your earliest convenience.Initial Complaint
Date:01/30/2024
Type: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.
After being assured that by adding shrub treatment they would become even ****** and greener I immediately started expressing concerns after 2 applications that not only was I not seeing improvement but that my leaves were starting to fall off . I was told it was normal to kill off some of the leaves in order to make room for the new growth by more than 1 tech including ******* the manager so I trusted them. They claimed that they could see on the roots that the new growth was coming in and that I would see improvement by the next application approximately 2 months. I complained again in August and by September they had gotten even worst . ******* at this point agreed that their treatment had damaged my shrubs and could not give me an explanation but assured me that he would forward to upper management about getting my money back and replacing all shrubs. They continued to get worst as I waited for management . I asked to speak with the owners which I still havent heard from to this day. By October after a date was made to remove shrubs no one showed up and calls ignored. The office got me in touch with someone else and we discussed alternatives to replace my shrubs so that I would get a size and quality similar to what was damaged because they would not be able to find my current shrubs because they are too mature being that weve had them grow over 7 years to their current size . Unfortunately I was then put back to deal with ******* the following week who assured me that going forward everything would be taken care of properly. The pictures I requested from the Nursery were not up to par with what I was promised and wanted to see for myself . After finally going I was told some would have to be ordered b/c the ones in stock werent in good shape . After reiterating my wishes via text I was told he would forward to upper management . At this point I dont trust that they will replace my shrubs with the quality of size weve discussed many times before. .Business Response
Date: 01/31/2024
WE APOLOGIZE FOR ANY DELAY IN THIS MATTER BEING RESOLVED IN A TIMELY MANNER. IT WAS A PLEASURE TALKING TO YOU TODAY AND LOOK FORWARD TO MEETING YOU NEXT WEDNESDAY IN PERSON TO DISCUSS THESE MATTERS.Customer Answer
Date: 02/07/2024
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. I appreciate the fast manner of responding and look forward to continuing. They took the time to explain to me what will be happening going forward to fix the issue .
Sincerely,
*************************
*************************Customer Answer
Date: 03/21/2024
I previously wrote a complaint seeking to get help after failed treatment to my shrubs repeadly was ignored to the point where they could not be saved . Immediately following the field supervisor reached out to me and came to my home with the manager. He assured me that everything would be replaced to my liking . He agreed to my demands of the size shrubs I wanted due to not being able to get back the same ones as before due to the maturity of the plants . He then asked if I could remove my review from the BBB website which I regretfully did in hopes that this would all be settled amicably . However since then I have not been able to get in contact with him and this have **** dealing solely with the manager that *** lost trust in before. It took several calls just to finally get the old shrubs replaced. We agreed on a certain height and quality that would be close as possible to what I lost and yet in still the small amount of shrubs they just planted does not meet those standards . In addition to the fact that they were not planted in the best way . His response as before was to deflect the blame on me by stating I approved of them instead of trying to find a solution. The other shrubs that were to be replaced in the front had to be re-ordered because yet again they were not acceptable . When I asked how long that would take he could not and still has not 6 days later been able to give me an answer . I made it very clear that I did not want shrubs that I had to wait years for and they agreed that it wouldnt be the case.
I would like to be placed back in the position as close as possible to what they were before they were destroyed .
Initial Complaint
Date:12/17/2023
Type: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.
Under Luv a ***** care for a couple years now, my lawn has completely died. I have constantly had problems with this company, as well as many of my neighbors along the lake. I have spent a substantial sum of money for essentially a lawn that looks worse than before hiring **********. I am requesting the circled areas to be re-sodded, as you have not taken care of the lawn and you absolutely don't "luv" it.Business Response
Date: 12/18/2023
Good Morning,
We apologize for any damage that we may have caused when it came to taking care of your yard as some things are out of our control. We thrive on customer service and tailer to *********** applications for each of our customers. I will be reaching out to you to set up a time to meet and discuss these concerns to see what we can do to remedy this situation.
Initial Complaint
Date:11/13/2023
Type: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 hired this company to take care of my garden since it was recommended by one of my friends, it was the worst mistake I could have made, instead of taking care of my garden what they have done is completely damage it, I gave them a healthy garden and they damaged it . I have 4 Italian cypress threes, they were big and beautiful, this Lawn a Lawn company with their treatment damaged them, I don't know what type of chemicals they used but one of the trees dried completely and the other three are also dying, I have been Contacting them to solve this problem and they told me that they were going to replace my dry trees with healthy ones, I have had this problem for more than three months and the only thing they tell me is that they are looking for a new tree to plant but they never do, They are super irresponsible, it has been the worst company I have ever met in terms of service and customer service. Also when I signed my contract they told me that my trees have a guarantee and they have not yet responded to me for the damaged garden.Business Response
Date: 11/27/2023
Mrs. **********
We apologize for any delay in making this right as there were some difficulties in locating this specimen. We have been treating the ornamentals and have run into some issues with insects that are very difficult to control as well as cultural conditions that would not allow this Italian Cypress tree to flourish. Our tech has tried multiple attempts to help bring the tree back to life, but it was not salvageable. Our policy states that we do not replace trees, but we have approved this replacement due to the amount of time that has gone by, and no results have shown. We have already removed the tree that has died and placed the order to have the tree picked up this week. The nursery has been having problems locating the Italian Cypress tree of the same height but has finally got one in stock and will be getting delivered by the end of this week. Thank you for your patience and we look forward to rectifying this problem as soon as possible!
Business Response
Date: 12/11/2023
Mrs. **********
We apologize for any confusion within our written agreement, or the delay in getting this tree replaced in a timely manner. We will have the branch manager get in touch with you to discuss the agreement. As a reminder, please make sure to water the new tree every day for the first 30 days to ensure a proper root growth. Thank you for your business...
Customer Answer
Date: 12/17/2023
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:04/21/2023
Type: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.
On 06/10/2022 I hired Luv a Lawn for lawn care.
The service consultant Poveda P**** ***** ******** recommended a bi-monthly treatment for around $539 per year.
On 03/21/2023 the same service consultant inspected the lawn stating that the lawn looks terrible.
The company does not have a forum or a link for the customers to communicate their concerns (not sure why)
The same day, I communicated the concerns with the company via (leave a comment link), Supervisor Franchie M**** ***** ******** inspected the lawn and recommended more water. The supervisor adjusted the irrigation panel system.
On 4/20/2023 the Orange County Utilities Department notified me via e-mail+ call that the water bill was $292.55 due to the irrigation water consumption.Business Response
Date: 04/24/2023
Since beginning Mr. ******** lawn
service, Luv A Lawn has provided multiple recommendations to improve overall
lawn condition including; removing dead oak leaves, raising mowing height, and
increasing watering. On every regular and follow up service, we have noticed
that previous recommendations haven't been followed, as we document all turf
conditions with every service. During our last manager inspection on the
property, we spoke with Mr. ******** regarding his lawn condition and
reiterated all of the notes from the previous services. Mr understood all
recommendations and stated he will purchase the top soil needed to start giving
the turf some improvement. Upon approval Mr also allowed us to adjust his
irrigation system to the necessary watering times of twice a week for 30-45
minutes per zone starting at 3am. This follows all county guidelines and
restrictions, updating the irrigation clock would also help the turfs condition
due to the neglect that the customer has given our recommendations. In this industry,
it is a known fact that has been re iterated to the customer that proper
watering and mowing habits is just as important, as having a lawn care service.
We would love to help Mr. ******** with his lawn, unfortunately if
recommendations are ignored, it would be hard to notice the value of our
service. Luv A Lawn and Pest Control's mission is to provide the best services possible and grow our company as a result of satisfied customers; the ability to properly irrigate the plant material is a must to provide the end result of the best services. If agreed upon by the consumer, Luv A Lawn will reimburse the customer $292.55 due to an increase of water usage. Luv A Lawn and Pest Control does not increase any watering without the customer's consent.Customer Answer
Date: 04/25/2023
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.My understanding is that Luv a Lawn will reimburse me for the recent water bill for $292.55.
Please note that:
(1) Luv a Lawn did not provide multiple recommendations since the start of the lawn service. The supervisor (Mr. Franchie M****) provided the recommendation recently (March 2023) after the author contacted Luv a Lawn regarding the deteriorating condition of the lawn.
The author has the paper copy provided by Luv a Lawn after their visits, there was no recommendations.
(2) The customer (SK) consented to the increase watering, however it was INFORMED consent. I was not aware of the price tag of $292.55 or the consequences.
(3) The lawn is still in deteriorating condition. The customer is willing to work with a Luv a Lawn to resolve that.
I am stating the above point out of constructive spirit and out of concern for Luv a Lawn as I wish their business to correct deficiencies and grow.
Sincerely,
****** ********Initial Complaint
Date:04/04/2023
Type: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 hired Luv a Lawn pest control Aug 1. Late September, their tech overshocked our lawn killing it. They have continuously put us off. I called the manager out approximately two weeks ago to replace the lawn. They have avoided us since and tried to use excuses. I have everything well documented and pictures.Business Response
Date: 04/06/2023
We apologize for any inconvenience that we may have caused. It was a pleasure speaking with you yesterday and I look forward to meeting with you Tuesday 4/11/2023 to further discuss your concerns so that we can remedy this situation.Customer Answer
Date: 04/11/2023
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.The owner came out today. He was extremely receptive to my concerns. He is going to remedy the situation. I’m very pleased with the outcome.
Sincerely,
******* **********Initial Complaint
Date:03/10/2023
Type: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 have used this company for the previous few years to treat my lawn and property. I had been happy with the service up until this complaint. I had let my pre-paid agreement with the company expire with the intention to have it lapse and cancel.
On March 4th Luv-a-Lawn came to my property and provided a new treatment and charged me $80 for this service. I called the company three times but the calls all went to voice mail. Since it had been an effective means of communication previously I emailed the company on March 6th to cancel the service. However, two hours after cancelling the service via email they came and provided another service at $130.00. Unfortunately, on both instances I was not home, or did not see them come to the property to stop the service. They very seldom notify that they are on site.
On March 7th I received an email informing me my account was cancelled. The following day I received a call informing me that I owed $210. I was informed that the service continues despite the end of the prepaid period without receiving notification of cancellation. I tried to explain my concerns to the person I spoke with from this company, but this was unsuccessful and frustrating. They repeatedly described their service like Netflix that it just continues every month. They explained they need notification of cancellation which I explained I provided. I paid the amount owing to avoid possible collections and informed the person that this is a predatory business practice and that I would be filing a complaint to protect other customers and attempt to recover the fees paid. I allowed two days to see if they would charge my credit card which they did yesterday March 9th.
I would submit that a lawn service should not continue past the period of agreement without the expressed desire of the customer. In this case the intention was to let the service expire but in the span of two days I received bills totaling $210.Business Response
Date: 03/16/2023
Dear Valued
Customer,
I would
like to apologize for the inconvenience and frustration this interaction may
have caused, but we do appreciate your feedback and will use this information
to improve our services. We do ask that each customer sign our agreement and
initial next to specific statements regarding this issue. It states the
following, "This agreement is for a minimum of 12 months and will continue
thereafter unless terminated by either party. Termination of this agreement
requires 30 days written notice. Any services scheduled within that 30-day
period are due and payable. Customers Initials_____" The services
completed were scheduled before we received any cancelation request and would
have been due and payable for 30 days after the cancel request was received. We
also sent out an annual pre-payment notice on 1/12/2023 with an outline of the
cost for the upcoming year of services, because we offer a discount when each
year is paid in advance. I apologize if the prepayment letter did not reach
you. We do not stop providing services when customers do not pay in advance.
They are billed after each service is complete. It is of the upmost importance
to us that we continue to protect our customers lawn, shrubs, homes, and
families from pests. Keeping the promise, we make with each agreement continues
until we receive a written request to discontinue doing so. Again, we apologize for the frustration that this misunderstanding must have caused. Attached you will find a copy of the agreement.Business Response
Date: 03/29/2023
The agreement does not have a termination date as the customer states. The agreement states that the service continues until a written request to cancel is received from either party. A written request was not received, in which case, we continue services following the agreement as we do with all customers. The customer signed and initialed the specific statements as mentioned in the agreement. We as a company follow our promise to the customer as the agreement states, in which we did. It is unfortunate that the customer has come to a disagreement as to what the agreement states from over two years ago form service starting. In any case when cancelling in service, best practice is to review agreements between parties involved before discontinuing services. On behalf of the company, I apologize for the frustration the agreement has caused, we are bound by the agreement to continue services until either party receives written notice of cancellation.
If agreed upon, due to inconvenience, Luv A Lawn will meet in the middle and refund 50% of the last payment made for the 2 services performed.
Please advise.
Thank you.
Customer Answer
Date: 03/29/2023
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,
******* *******
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