ComplaintsforNaturescape Lawn and Landscape Care

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year I called Nature Scape to request *** yard be aerated as well as fertilized as what I understood was a package deal. After four weeks of no one coming to aerate and me calling to check on the status winter started to set in and I called to cancel the service. At that time I assumed I was cancelling all services. The next week someone from NatureScape came and fertilized my yard to my surprise. The cost was $48 dollars which they called today to track down (I must have missed the invoice). Obviously this is not a material amount of money but it is more of principle and bad business practices. Today ***** called to get the money I asked to talk to her supervisor and she said she was the manager so I was left with not option but to pay.

  

  Business response

  04/24/2024

  We communicated with the customer and put a plan in place with their approval.

  Customer response

  04/24/2024

  [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

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Naturescape in August, 2023 for lawn maintenance. The lawn technician backed into my black aluminum and bent in both corners of the yard. He did not mow the grass behind the fencing for over a month despite repeated calls to their office to complain. I took pictures of the grass which was longer than the side of my foot, (size 8) and of the fence damage they did. They sent a manager out to assess the situation who promised me they would get the grass mowed behind the fence and fix the fencing. He stated they would not charge me for some of the future mowing to compensate for the neglect. He never showed back up nor did he ever contact me again. They finally did mow the grass behind the fence after at least 6-7 weeks of neglect. My fence remains damaged as we head into winter.

  Customer response

  11/27/2023

  [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. 

  Naturescape contacted me the day after I submitted the complaint. A manager assessed the damage to the fence and bent the spokes so that they appear straight again. It is no longer noticeable. He offered to discount my bill, which I accepted. I consider the matter closed. 

  
  

  Regards,
  
  *******************

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used the ***** branch of NatureScape to perform lawn mowing since the spring of 2022. Until July of this year, I have had absolutely no complaints with the service they provided. However, during the past three to four weeks, my lawn has deteriorated. I do not believe that they have mowed the lawn for nearly three weeks now. The grass is a foot high in places and a nontrivial amount of weed infiltration into the lawn has occurred. I first contacted the branch office on 24 July to communicate my concerns. I was assured that the problem would be rectified. I contacted them again on 27 July to communicate that my concerns had not yet been addressed. I was again assured that the problems would be corrected as soon as possible. I contacted them again on 3 August to ask whether any progress had been made (since I was travelling on business and had not been at the house since the preceding weekend). I received from them an e-mail on the same day indicating that they still had not performed any mowing or weed control at the property, and that they likely wouldn't be able to do so until at least the beginning of the next week. In other words, I received the same excuse that they have been providing for the past two weeks.At this point my patience has reached an end. The condition of the lawn is abhorrent and likely violates city code. I have tried on numerous occasions to contact them in a professional and courteous manner, and I all have received is empty promises that they will take care of matters "as soon as possible". Moreover, they have not held to their commitment to rectify service problems "within 72 hours". At this point, to be *****, we are well beyond 172 hours -- let alone 72. I would like the lawn situation rectified. I would like them to meet their service commitment. And I want this completed now -- not "as soon as possible". If they are unable to meet their service obligations, then they need to be honest about that.

  

  Business response

  08/18/2023

  We're very sorry about this unsatisfactory experience, and we sincerely appreciate the customer taking the time to discuss these concerns further with us recently. We hope that the solution we discussed will be fully satisfactory, but if not, we will gladly continue working with the customer until all concerns are completely resolved!

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have bermuda sod and been a customer of ********************** ********** **** for 6 years. The last 2 years the service has suffered with many call backs due to weeds because the application was not complete thru out the lawn. still got weeds after two call backs over a 4 week period. Lawn cutting is practically none.New Inexperienced technicians dont know how to operate the blades on slopes . Lots of scalping of the lawn. The web site states cutting 1 1/2 to 2 1/2 inches for ******* sod. The cut is always way above that with the present left at at 5 inches. I complained and was told that their web site is wrong. I asked to cut it at 1/3 of present until the height got down to 2 1/2 inches and they didnt. I spoke with ***** the manager and got lip service and refusal to cut the height i asked for or a solution like coming back in a few days and recut until the 2 1/2 height is obtained. Naturescape advertises they will contact on site within 72 hours , they dont. These pictures are the same day after the cut. The solution i seek is to recut until the proper 2 1/2 inch height is obtained especially in the front and sides.and then to maintain it . Even if it takes weekly cutting the front and sides until obtained. The second solution is to inspect the technicians work on weed/feed and correct it by manager after second return call that it is applied thouroughly thru out and not just in spots. and thirdly for the manager to recommend the correct weed and feed mix.

  Customer response

  07/25/2023

  [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. 

  I am writing to inform you that i was contacted by ***** the manager of Naturescape ************ **  regarding my complaint.      He  agreed to  recut my grass and came over today to correct all problems.
  He was very courteous and professional.

  
  Regards,
  
  *****************************

  
  

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to do a 5 treatment plan on my yard and contact me before the come out as I have dogs. The first time they came was fine then I didnt see them for 2 months they came but couldnt do the application because they had not contacted me to let me know so dogs were out. I never heard from them again so I called twice before they responded and then 2 weeks later someone came out. Then in July 12, 2023 I got a text saying they would be out on 13th. When I got home on 12th my son told me they had already come out so thankfully he was home to bring dogs in. On the 12th came out and were going to do my yard again and as we know over fertilizing will kill yard etc so I saw him and told him they had just been out day before. The next 14th they came out again and sprayed yard I was not home to stop them and dogs were in. Yard started turning brown in patches and some of my newer bushes are now turning brown losing leaves. I called them and asked them to call me on the 15th I have heard nothing from them. I read somewhere that if you keep watering it will help the o we fertilized burn. To this date I have heard nothing from them. I have filed two complaints to them still nothing.

  

  Business response

  10/10/2023

  We're sincerely sorry for this experience, and we hope that the resolution we provided is satisfactory. If not, we will gladly continue working with the customer!

• Initial Complaint

  07/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled my account with them, left several messages on their system, as they dont correspond in a live phone conversations.Home was in escrow, gave them additional follow up confirmation, I received a deb ********** letter, this is a deceptive practice to bill clients, in addition, an amount this is impossible to understand, I am seeking total compensation for my credit rating damage with a full letter of explanation.

  

  Business response

  10/10/2023

  We are sincerely sorry for this experience, and we appreciate the customer's patience. We have reached out several times to make sure that our resolution was satisfactory; if it is not, we will gladly continue working with the customer to make them happy!

  Customer response

  10/10/2023

  [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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband hired Naturescape to apply their 5-treatment program to our grass.Similar to their website, the sales process disclosed absolutely NO information about the risks or product names being applied to the yard, specifically that any chemicals were unsafe to be sprayed within 5' of any edible plants/gardens. I have A TON of edibles. They are positioned in several dedicated spaces around the perimeter of the house and yard - not in grassy areas. Following the second treatment, I noticed severe leaf curling on several tomato plants, in multiple areas of my yard which I recognized as over-spray of an herbicide. This damage included areas within our fenced in backyard, as well as on the side of our house. I asked Naturescape to provide me with a full list of what had been applied to our yard to date. Via email (which I have attached) they listed those items. A simple ****** search of the herbicide Prodiamine 65WDG, one of the chemicals that NatureScape admitted to applying to our yard on two occasions, revealed that it is absolutely not safe to use within 5 feet of any edible plants. I first contacted the manufacturers medical line, and was told that I would need to pull all of my edible plants, and not replant until next season. As I have spend thousands of dollars in soil amendments, seeds and equipment, and hundreds of hours on growing and planting with the intention of feeding my family for an entire year, as I have in years past, this was shocking and devastating news! The medical line referred me to their (product manufacturer) technician in our region for specific guidance on whether ANYTHING could be salvaged. After spending time on the phone with that technician, and exchanging photos of the damage and various locations, he also strongly recommended that I remove all edible plants and not replant until next year. I know many others who are uninformed as well and using this on food they feed their kids!!!!

  

  Business response

  08/21/2023

  We sincerely appreciate this customer's patience and understanding while we work to address this issue, and we hope that the solution we provided was satisfactory. However, if not, or if there are any additional questions or concerns, we will gladly continue working with them!

  Customer response

  08/21/2023

  [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

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 to

  

  Business response

  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

  01/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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 response

  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 response

  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,
  
  *********************

  
  

*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. ↩