Complaints

This profile includes complaints for Naturescape Lawn and Landscape Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Naturescape Lawn and Landscape Care has 41 locations, listed below.

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  Naturescape Lawn and Landscape Care

  12765 W Janesville Rd Muskego, WI 53150-3007

  
• 

  Naturescape Lawn and Landscape Care

  363 Austin Circle Delafield, WI 53018-2170

  
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  Naturescape Lawn and Landscape Care

  13900 Leetsbir Rd Sturtevant, WI 53177-2152

  
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  Naturescape Lawn and Landscape Care

  370 Erie Ave Morton, IL 61550-9600

  
• 

  Naturescape Lawn Care

  2025 Leestown Rd Ste S Lexington, KY 40511-1000

  

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:10/18/2022

  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.

  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 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.

  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!

• Initial Complaint

  Date:10/03/2022

  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.

  On May 4th, 2022 my husband contacted Naturescape to have our lawn and my mothers' lawn treated. Our credit card was billed for $654.50. Both of our lawns have always been beautiful with minimal weeds. Naturescape came out and treated both lawns for what we thought was weed killer and preventative. As it turned out, the first treatment they used was a fertilizer. As a result, we ended up with thriving crops of creeping *******, crab grass, water grass, clover, and other unknown weeds that have crept into our neighbors' yards. I contacted the company and told them how unhappy I was, and I requested that they send a representative out to see for themselves. They did eventually send someone out to take pictures. He agreed with me that the weeds were "pretty bad". I requested a full refund. He said that he would show the pictures to his boss and get back to me. Eventually he did call and offered me a partial refund, which I did not agree to. I have called and left numerous messages. They have not returned any of my calls. I am still trying to get satisfaction in the form of a full refund of $654.50. I am very upset about having the worst looking lawn on the street. I want my lawn to look as beautiful as it did before Naturescape ruined it!!!

  

  Business Response

  Date: 11/02/2022

  We sincerely apologize for this situation, and (in addition to the refund) we have taken internal steps to provide better service going forward. We hope this resolution is satisfactory, but if not we will gladly continue working with the customer!

  Customer Answer

  Date: 11/05/2022

  [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:09/24/2022

  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.

  On September 13, 2022, the Naturescape service man came to spray my yard at about 9:30am. He sprayed a small part of the yard then left. I have proof of him coming and leaving without spraying 90% of my yard on camera. Video footage will show him leaving without doing the job that I paid for. Given the condition of my yard I believe he has done this all season.

  

  Business Response

  Date: 11/02/2022

  We sincerely apologize for the poor results and communication, and we appreciate the customer's patience while we work to correct these issues. We hope the resolution we provided is satisfactory, but if not we will gladly continue working with the customer!

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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 called Naturescape Lawn and Landscape Care (******, **) and asked them what Landscape ************ they provided. With the description of their services, none fell under the category of Landscape Care, it was all lawn care. The name of their company is misleading and I believe the BBB should change the description of this company.

  

  Business Response

  Date: 09/16/2022

  We apologize for any confusion regarding our company's name and the services we provide. Our ****** location does provide tree and shrub fertilization and foliar spraying, as well as treatment for mosquito within landscape areas, both of which services are considered landscape care rather than lawn care. 

• Initial Complaint

  Date:08/31/2022

  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.

  I have paid around $700 in the past 2 years and have not received the service I was sold. I have asked to talk to management multiple times and never get a return call. The last **** at my home killed my grass in several spots and still I have a bunch of weeds. This **** had 6 week of experience and he said he was the most SR **** they had. I was told he left a week later after damaging my yard.

  

  Business Response

  Date: 10/05/2022

  We sincerely apologize for the poor results and communication provided, 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 the customer has any further concerns, we will gladly continue working with them!

  Customer Answer

  Date: 10/05/2022

  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.
  
  So far i have heard several promises but none have been followed thru on their part. They are supposed to come this week to start resolving my issues but I am less than confident they will even show up. I want to keep this open until they actually do what they have promised.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/05/2022

  Not sure what else you need from me i gave you the facts and they did not dispute them. all they replied is they want to make things right but have yet to do so.Tell us why here...

  

  Business Response

  Date: 10/06/2022

  We apologize for any misunderstanding. Our local manager will be taking the steps today that we discussed with the customer. 

  Customer Answer

  Date: 10/06/2022

  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.
  
  So far i just have broken promises. Again, I am willing to give them more time to resolve this. can we revist in 30 days?
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/17/2022

  On Mon, Oct 17, 2022 at 6:42 AM ************************* <********************************************************************; wrote:
  

  They have come out and treated my yard and over seeded it as well. I would like to think all will be better but truly will not know until spring time. I am fine with removing the complaint but would like the option to review it again in 6 months when I will know if what they did actually works.

• Initial Complaint

  Date:08/31/2022

  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.

  Hi, Im writing to complain about this company service (Property# ******). I have been with this company for about two years. Im not satisfied the result. My back yard has a lot of weeds which becomes worse. Please check the attachments. I have complained many times about that, but the problem does not solve. I got a promise that someone would take a special look next time in a regular application on Aug. 3 when I called. I left a note (large paper) on the front door and hoping to let service person know what the problem is. The application invoice usually hangs on the front door after application, but this time the invoice went to my mail box. It looks like the person intend to avoid reading the note. I never get feedback about how to resolve the problem from them after complaints.My neighbor on the left uses ********************** company, his lawn looks great. I emailed them regarding my problem on Aug. 29, 2022, havent heard any word from them.As a dedicate customer, I hope they will work to resolve my problem and find a resolution as this company has made promise: Satisfaction Completely Guaranteed.A frustrated customer

  Customer Answer

  Date: 09/15/2022

  No, the company has no desire to try to solve the problem. No solution. I'm not satisfied.

  
  

  

  Business Response

  Date: 10/26/2022

  We sincerely apologize for this experience, and we have taken internal steps to ensure better service going forward. We hope that the customer is satisfied with the solution we provided, but if not we will gladly continue working with them!

  Customer Answer

  Date: 10/28/2022

  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.
  
  [Finally, it took 3 months to receive their official respond. They offered $101.33 refund. I am NOT satisfied with the refund! We paid 6 treatments a year over $300 in fully,but I received 4 treatments. The $101.33 is just for the 2 treatments which they miss. This money must be returned. I ask another $101.33 to cover the mess causing by them, they didnt do their job. My backyard is full of weeds, most of them is Phyllanthus urinaria (Chamber bitter) which is hard to get rid of it. The weeds grow up and roots go so deep, hard to remove by hand.
  Regard
  
  
   [JH1]]
  
  Regards,
  
  ***********

  

  Business Response

  Date: 11/10/2022

  We have been attempting to reach the customer by phone but have been unable to speak to them to arrange the necessary resolution. If they will return our calls, we will gladly continue working to make them happy!

  Customer Answer

  Date: 11/11/2022

  I just talked with ****** (regional manager for the company) this afternoon after receiving his message in my voice box. He said I will receive a refund within 3-5 weeks. So, I need to wait to see what happens.

  
  

  Customer Answer

  Date: 12/13/2022

  I haven't received any word or the refund from the company as promised since Nov. 10.

  
  

  Customer Answer

  Date: 12/16/2022

  Just got a call from my local branch, she agreed to resend a check to replace the first check which was sent on Oct.07 (maybe expired), and also send another check for the rest of the amount. Hope everything will go smoothly this time. 

  I will let you know what happens later. 

  Customer Answer

  Date: 01/02/2023

  I mailed out the check they sent to me on Oct.07, the check was small portion of the refund, they have requested me to send it back so they promised that they would send the whole amount soon. I haven't heard back from them since Dec. 17. Frustrating.

  Customer Answer

  Date: 01/09/2023

  [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. 

  Because the company did not do what it should do.  After 5 months of arguing and fighting, I finally received the refund.  Thanks to BBB for this platform, and thanks to the staff for their unremitting efforts.  Hope the company sticks to its promises and not just using it to attract customers, do what they are supposed to do.

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

  
  

• Initial Complaint

  Date:08/18/2022

  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.

  I signed-up for lawn fertilizer and weed killer treatments in June, 2022 and paid $247.20 with credit card by telephone up front for the ENTIRE LAWN and the entire remainder of the season starting with treatment 2 (it was too late in the season for treatment one). On June 24, 2022, they came to my property for the first paid treatment. For some unknown reason they skipped treating the back yard - i.e., only treating about one-third of the entire lawn! I called the company indicating the problem and they said to call them back in about a week or two if the weeds were not dying. I waited about a week and called them back again expressing the weed problem in the back yard - they said they would get back to me. I waited a few more weeks and called again, they said they would have the owner call me. I never heard another word from them nor any other treatments. It has been 2 months since then AND NOT ONE WORD BACK FROM THEM! I believe they are going under! I DO NOT WANT THE FRANCHISE I PAID TO EVER STEP FOOT ON MY PROPERTY AGAIN, I WILL CALL THE BROOKFIELD POLICE AND HAVE THEM "BOOTED OFF" MY PROPERTY FOR TRESSPASSING! You have been warned. I have lived with three-quarters of a non-treated crappy looking lawn for the entire summer.

  

  Business Response

  Date: 09/02/2022

  We sincerely apologize for this, and we have processed a full refund to the customer's credit card. We hope that this resolution is satisfactory, but if not we will gladly continue working with the customer.