Complaints

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:07/02/2025

  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.

  Entered by BBB staff AT. The consumer previously paid for one year of lawn treatment; this ended in the fall of 2024. He did not sign a contract and he paid in full for the year. He did not request or desire to have the service in 2025. In the spring of 2025, the business came out and treated the lawn and left a bill for $50. He called the business to say he did not request service this year. The business said that their contract stated the service will renew unless cancellation. The consumer never signed a contract; he simply paid for one year of service. Now the business continues to send the bill for $50.00, plus adding on late fees. The consumer wants the business to cancel the bill and all charges.

  Business Response

  Date: 07/07/2025

  We do not have contracts and every single piece of literature we have clearly states that service continues unless you call. (Same as cell phones, utility bills, Etc.) We mailed out a letter at the begging of the season stating that we would be out to service unless they called to make changes. The customer never called to let us know that they did not want service. The customer received the ********************** and will benefit the entire season from Brookside with no crabgrass. In an interest of good will, we removed the charge.
  Our services continue year to year, and is on every piece of literature our customers receive, invoices, prepays, newsletters, emails, etc.there is no hidden agenda. We have no commission sales people, we are in the lawn CARE business and we CARE about our customers. We provide free and unlimited ********************** calls, we are here 6 days a week year round to take care of our customers and potential customers, and return every single call the same day we receive the call.

  Customer Answer

  Date: 07/07/2025

  On the previous year that I agreed and paid in full for this service it was never brought to my attention that service will continue unless they are notified. I did not sign a contract nor agree to pay for for not being advised of this at the time I paid for. I do not read every piece of mail only what is nessessary . If they are not curitious enough to text or call me on something they believe is understood other than a written agreement then I am not obligated to pay for this . Service preformed without my approval.

  Customer Answer

  Date: 07/07/2025

  Second message to this matter. In the past I was sent a text or email as to a time I was expected to have and application. I did not get any. Or I would have responded  with r did not request this

  Customer Answer

  Date: 07/08/2025

  I trust that you received my reply on this yesterday. Thank you 

  Customer Answer

  Date: 07/10/2025

  Sorry they dont make things clear while they canvass for customers. That would clear up any future problems like this. The set up and payment for the year service was done over the phone. There is no signature for this. As I told them if I died or moved they say they would still come out ?????. Thats poor customer communication. And planning by them. I thank you BBB for trying to assist me in this matter. But they will not be getting paid. I am not a Child I understand the system. If they wish to harass and pursue something of  their problem done it

• Initial Complaint

  Date:06/03/2025

  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.

  Business practice on part of BrookSide Lawncare I've had their service since 2022. The first year they did a superlative job, then 2023 was not so good, and 2024 was BAD!. I had to go pull crabgrass manually to prevent it from taking over my lawn. Understandably I wasn't happy about that.They mailed me a letter end of 2024 if I wanted to continue their service. I was unhappy with their service over 2024, so I did not reply, thinking that would automatically translate to not renewing their service. Apparently it doesn't because they put a statement somewhere that they will continue service if I don't actually cancel with them. So they still came and treated my lawn and charged me for a treatment that I didn't authorize. And since it is impossible to contact them via email, only a paper letter would suffice to cancel this assumed contract, something that I overlooked because these days most companies will allow you to cancel subscriptions electronically, over the web. It is such a coincidence that they do not offer that service.

  Business Response

  Date: 06/04/2025

  We are in the lawn CARE business, we care about our customers and give exceptional customer **********************. ** ****** called and signed up for services on 4/19/22, and since then he has auto renewed yearly. Our services continue year to year, and is on every piece of literature our customers receive, invoices, prepays, newsletters,emails, etc. and that they need to call the office for a change in service. We have no commission sales people, and nobody paid by the amount of work they do.We do not have a hidden agenda here. We also offer free and unlimited service calls to all customers with our **********************. In an interest of good will, we removed the charge and he will reap the benefits of no crabgrass for the entire season.We also sent out our 2025 prepay in January that showed the services we would be performing for the year. We did the service on 3/10/2025, ** did not call us until 4/4/25 to let us know that he did not want service. We cancelled service on 4/4/25 which is the day he called in.

• Initial Complaint

  Date:05/27/2025

  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.

  Each winter, my father calls Brookside Lawn Services and TruGreen to get pricing. He likes to find the best deal and buys it as a gift. For the past 10 years, ******** offered the most competitive pricing. On 01/20/2025, my dad signed a contract with ******** and paid them in full for the 2025 season. My dad did not tell Brookside they had the job and he did not sign a contract with them. My dad has a sharp mind and would not have said anything to give them the impression he was authorizing the work. TruGreen applied 2 treatments to my yard on 3/13/25 and 4/11/25. Six days later, on 4/17/25, Brookside applied a treatment and left an invoice for $63.That afternoon, I called Brookside and spoke with *******. I thought she would apologize for the error and reverse the $63 charge. Instead, she insisted that they were authorized to provide the service. I asked if she had a signed contract and she said no - that they had verbal authorization from my dad that was recorded. She also spoke with my dad that day - he assured her he did not authorize the treatment - she told him that his conversation was recorded. Dad and I both requested a copy of the recording. I followed up with a letter stating they were not authorized to treat my yard, I would not be paying for the treatment, and they would be held responsible if they overtreated and damaged my yard.On 5/27 I called and spoke with *******. She confirmed that the charge was still on the account.I asked if they were going to provide the recording of my dad authoring the work. She stated that they dont actually record approvals, it is a date and time stamp of when the conversation occurred.I asked to whom, within Brookside, I could elevate my dispute. She said there was no one within the company that I could talk with.This service was not authorized. There is no contract or verbal authorization. It put my lawn at risk for overtreatment and burnout. I am requesting a $63 billing adjustment.

  Business Response

  Date: 05/28/2025

  Our services continue year to year, and is on every piece of literature our customers receive, invoices, prepays, newsletters, emails, etc. there is no hidden agenda.We have no commission sales people, we are sticky in the lawn CARE business and we CARE about our customers.
  We provide free and unlimited service calls, we are here 6 days a week year round to take care of our customers and potential customers, and return every single call the same day we receive the call.
  ** ****** requested an estimate on his daughters property on 11/25/24 at 9:35am. We called back at 11:32am with prices. ** told us to sign him up for the 2025 season. We shared our prepay offer would be in the mail in January, which it was and it stated services below would continue unless they reach out to us. ** stated it was a Christmas present he does yearly for his daughter and to bill him.
  On 4/17 at 3:50pm we received a call from Ms ****** stating that she did not sign up and did not have a contract. We let her know we do not do contracts and explained what transpired with her father and signing her up for services.
  We explained to Ms ****** and ** ****** they received the services and would benefit for an entire season with no crabgrass.
  In an interest of good will we removed the charges and cancelled the services.

  Customer Answer

  Date: 05/30/2025

   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.

• Initial Complaint

  Date:04/11/2025

  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.

  Set up service initially through Brookside Lawn care for two treatments for our lawn in the summer of 2024, as we were selling our home & listing in August 2024. Was very upfront from the start we were moving and only needed the service of TWO TREATMENTS ONLY during the summer of 2024 to keep the lawn looking nice for showing the home and listing photos. Lawn company scorched our grass and it looked terrible in the listing photos. (Can provide photos) Called to complain about the lawn after the treatments. Brookside blamed the weather, offered no compensation so we still had to pay. Forward to fall 2024- We moved from our old home, into the new one & settled up our bill with Brookside at the end of November, early Dec / each time we were called from the same female agent- the verbiage was mentioned CANCELLING SERVICE AND NOT CONTINUING TREATMENT.
  Fast-forward to March 13- received a call from same female agent wanting our new address to send an “account closure” notice. I was not informed by this customer service agent that they had performed a fertilizer treatment on March 5. I told her to send the cancellation notice to address on file and if it wasn’t our new one, it would get forwarded. Received bill for a treatment we did not authorize at our old home after WE CANCELLED with them and settled up our previous bill. Received a forwarded bill in the mail first week of April- it wasn’t a cancellation confirmation- it was a BILL for $51.04. The female agent had lied!! Called Brookside on 4/11 to complain about unauthorized treatment on our old property that we had since sold. The refused to credit & remove charges. We had initially only set up two treatments only & to be charged for continued treatments when it was very clear upfront what was happening is bad deceptive business practice. We are not paying for a lawn treatment at a place we no longer live. There was a clerical error on their part and they are refusing to own up to it!

  Business Response

  Date: 04/14/2025

  We are in the lawn CARE
  business, we care about our customers and give exceptional customer service.
  The *****’ called and signed up on 5/20/24, said they wanted curb appeal. We
  have no commission sales people, and nobody paid by the amount of work they do.
  We did their service on 5/29/24 and 7/1/24. Our statements show payment is due
  upon receipt of service, we also leave an envelope to return payment. We didn’t
  receive their payment until 12/10/24 and no call or note was left about the
  house being sold. Every piece of literature, invoice, and statements mailed
  monthly, newsletters, states service continues unless they call. We have no way
  of knowing when someone sells their home/moves unless they call in to let us
  know. In an interest of good will, we removed the charge and whoever is living
  there will reap the benefits of no crabgrass for the entire season. We treated
  this year on 3/5/25 and never heard from The *****’ until 4/11/25 to let us
  know they moved. We service a lot of houses for curb appeal and work with the
  buying/selling process which is ever changing and communication is key in this
  situation. Let us know if there are any questions.

• Initial Complaint

  Date:03/21/2025

  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.

  Brookside Lawn attempted to continue their service on my lawn after my balance was paid and my request to end service was made. When they returned, I told them I canceled and was told to call the office. After calling and being told that it was canceled, Brookside showed up a few days later. I called again and was told that my account would be noted. Brookside began making collection efforts for the 2 services that were after initial cancelation, even sending a bill with a hand written note claiming that I watched out the window while services were being completed. This strikes us as being bullied into a service that we no longer wanted. I want the balance for the two services that were not requested cleared and my account CLOSED.

  Business Response

  Date: 03/24/2025

  This customer has been with us for almost 5 years. Every piece of literature, email, newsletter, statement and invoice clearly states service continues unless you contact us, with no exceptions. We have no reason to hide things or take advantage of our customers. We have no commission sales people, nobody by the amount of work they do and we are here year round, give all unlimited service calls and return all calls daily prior to leaving 6 days a week year round. This customer got the benefits of winterizer and aeration which will help his lawn continue to prosper in 2025. Our goal was not to upset the customer, it is to provide superior customer **********************. As a good will gesture, we removed the charges and send the customer a letter with zero balance .

  Customer Answer

  Date: 03/31/2025

   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.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used their services in 2022 without any noticeable change in my yard. I called at the end of 2022 to cancel my service. Instead of canceling my account, they put my account on "hold" as they call it. Come March of 2023, they come out to do the first treatment of the year on my yard. I was very confused because I had made them aware that I'd like to cancel the service so I called them again and told them that I'd like to cancel my account. I also paid the bill for the March 2023 treatment to avoid any hassle. Finally, I thought my account was canceled. NOPE. In March of this year (2024) they came out again and treated my yard and billed me another $50.
  
  Their cancellation policy is as follows: you call to cancel, they put your account on hold, they send you letters about your upcoming treatment, and if you don't call to cancel AGAIN, they'll continue your services again and bill you.
  
  I called them three separate times requesting my account be canceled: the end of 2022, the beginning of 2023, and the beginning of 2024. It was only through this previous call in 2024 that they finally confirmed my account was officially canceled.
  
  Throughout 2023, they were sending me letters about their services. I figured those were an attempt to get me back as a customer since I vividly remember 2 calls before that requesting the cancelation. Turns out those letters were my heads up that they're going to continue the service without my consent, against my requests, and still bill me.

  Business Response

  Date: 05/02/2024

  After 38 years and growing, we continue to strive with
  superior customer service and communication with our customers. We have no
  commission sales people or anyone paid by the amount of work they do.
  We sent 4 letters throughout 2023 stating that service will
  resume in 2024 unless customer contact us. Customer agreed to this on 3/22/23
  at 2:51pm. We also sent out a letter in February stating the services that will
  be completed in the upcoming seasons and to contact us with any changes in
  service. This is also stated on all our invoices that are left at time of
  service.
  Our customer service talked to *** ****** on 5/1 at 4:09pm,
  and he was upset after stating the above, she referred it to the manager right
  away. The manager reached out to the customer and explained the situation and
  we strive to communicate with our customers, which we did, and as a good will
  gesture the manager removed the charges and pointed out he would reap the benefits
  all season long with no crabgrass and we would welcome him back at any time. He
  was very kind and understanding and thankful. This happened 5/1/24 at 7:08pm.

  Customer Answer

  Date: 05/06/2024

   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.

• Initial Complaint

  Date:04/18/2024

  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.

  I canceled service last year and they came out 4/18/2024 to fertilize when Im not even with them anymore. They lied and said they spoke to me about coming out but the only conversation I had was about the last payment.

  Business Response

  Date: 04/23/2024

  Nobody here is commission, nor does it benefit any employee at anytime. We are ethically driven. Every piece of literature, clearly states the service continues unless they call.
  We spoke to Mr. on 12/2/23 regarding a past due payment at 10:47am to the ************ number.  We told him we would see him in the springand he stated sounds good. We also mailed out our prepay in the beginning of 2024 that showed the list of services that we were going to complete in 2024 stating to call us if with any changes. We have never called this customer in the past, so he was not a call ahead and we would not have call before service. We are in the **** CARE business. His lawn was treated with pre-emergent and weed Control and his lawn will benefit almost the entire season from it. We are honest and ethically driven company. In a interest of good will, we will remove the charge.

• Initial Complaint

  Date:01/12/2024

  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.

  The year 2022 I had a contract with Brookside Lawn which was completed and paid in full on 10/27/2022. Oct 27, I notified the office I would not continue the next year. I was not receiving the results I hoped so on my last invoice payment mailed 10/27/2022, I notified brookside on a yellow sticky tab stuck on my invoice that I no longer needed their services and to cancel contract for the next year. Then, surprisingly in January, Brookside came to door and left a candy bar and paperwork trying to, I assume, sell their services again for 2023. Told them I left a message a message that I did not wish to continue services. Brookside came out even after notifying them I would not renew and left a bill for $79 plus taxes. I spoke with the office again over the matter and asked that the owner return my call because this was cancelled last year and it’s not my fault or problem they made a mistake and sent someone to treat the lawn because they forgot to put the cancellation in their system. There office has called every so often and I reexplain the cancellation back in October 2022 and even just recently and the office just sent a statement with interest charges. I did not order services for 2023. I have spoken with a lady who said the cancellation was not in their system. I have spoken personally with their office over the cancellation prior to 2023 as well the yellow sticky note attached with my last payment the office would have received. I even contacted the office in January about the cancellation when I received the candy bar in a bag with a new set of treatments and informed them I had a new company I would be using.

  Business Response

  Date: 01/18/2024

  We keep all documents sent in with payments. There was no sticky note included with payment in October 2022. We have state of the art phone system that log all our calls. We have checked the records from October 2022-January 2023 and the 2 phone numbers we have on file for this customer never called in to our office. Our service continues from year to year. Since we didn't hear from this customer we applied their first application on April 7th 2023. It was then that the customer called to let us know that they went with another company and we cancelled service as requested. In an interest of good will we have removed the charge from the service performed out of good faith.

  Customer Answer

  Date: 01/19/2024

  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.

• Initial Complaint

  Date:12/19/2023

  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 the Fall of 2022, my yard was aerated and I was charged for this service although I had not asked for it. When I called to complain, I was told from a very rude “office manager” that this service was scheduled based on last year’s services, and that a letter was mailed out for all services scheduled earlier in the year. Since the mailing was thrown away with junk mail, the service that I never scheduled for the current year was performed. I explained to the office manager that the only services that should be scheduled year after year are the lawn treatments that I have agreed to as recurring. Any other services that I have received from them have been as needed or asked for. After getting nowhere with the employee on the phone, I told him that I would be cancelling any services with them going forward. The fact that they can just schedule services and hope you read their mailer to verify them seems like a poor business practice rooted in maximizing top line revenue, and a common one at that, based on many reviews on the company as I have looked into it. I am not bound by any sort of contract, nor did I sign off on any scheduled services paperwork, which seem to be the only 2 things this company is missing in order for them to continue to demand payment for this service. I have been receiving balance notices for the entire year, with $2 interest included each month. Those will continue to go unpaid for services that I didn’t want/need/schedule.

  Business Response

  Date: 12/22/2023

  The core aeration has been a part of his service agreement
  since 2017. Attached are copies of our letters from 2017, 2018, 2019, 2020,
  2021 and 2022 that are highlighted with the service continues along with the
  services scheduled for the season that included the core aeration. We do not
  just schedule services or add services without customer approval, nor do we do
  contracts.  It’s a ladies and gentlemens
  agreement that we have been doing for the past 36 years and we are growing. In
  addition it does not benefit us to take advantage of anyone, since we have no
  commission sales people or anyone paid by the amount of work they do.  We spoke to this customer on November 18th 2022 in which he stated that he would be paying the bill and cancelling
  service. We cancelled service as requested but payment was never made. We have
  sent letters, statements, called and left voice mails with no response from the
  customer in over a year.  We removed the
  balance as a good will gesture.

• Initial Complaint

  Date:05/06/2023

  Type:Customer Service 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.

  Cancelled service in writing in Dec 2022. Company treated my lawn without my approval in March 2023 and repeatedly send a bill for a service I cancelled. I have explained this repeatedly to them. Now they switched to trying to bill me through email (never did that before...always a mailed bill). Not paying for a service I specifically told them to stop months ago...in writing.

  Business Response

  Date: 05/09/2023

  We called this customer back 7 times the end of 2022 year and 7 times this year, requesting they call us regarding the message we received with payment on 12/15/2022 saying loved our service but as a cost cutting we may need to discontinue. We repeatedly left message we would be happy to help them and also left messages if we didn't hear from them that we would be out to treat. We mailed letters asking them to call **. We even sent out our prepay in January that we mail to all customers showing what services will be done in the upcoming season. We did not hear anything back from the customer. In the interest of good will, we are removing the charge and they will enjoy the benefits at no charge since it will take care of their crabgrass for the entire season.

  Customer Answer

  Date: 05/09/2023

   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.

   

  Their service was fine up til they showed they cant read. All good take care.