Naturescape Lawn and Landscape Care

We contracted with Naturescape Lawn and Landscape Care in Germantown, WI for the summer of 2013. The contract was to include 5 applications with required payment due before the service. It is now August 15 and we have only had 2 applications and our yard has patches that are dying before our eyes. I called Naturescape on August 5 to ask them to come look at the lawn and it is now 10 days later. No one has shown up, we haven't received a call and I was just hung up on by their office. They guarantee 72 hour service and satisfaction. I have received neither of those and they have our $$$$! Totally disgusted.

Review: Lack of service after being paid and five separate phone calls with promises that they will be here soon and actual scheduled days missed. After promising to return my phone calls, they do not respond. This company has proven to be one I cannot depend upon.Desired Settlement: I wish to have my first installment payment of $133 refunded to me.

Business

Response:

We apologize for the problems our customer had with their service. Naturescape appreciates our customer bringing this to our attention so we may correct this problem and improve our customer service. We obvioulsly fell short on both our customer's expectations and our own as a company. We are mailing a check today to refund the full amount of $133. As a show of good faith we would like to offer a free, no obligation lawn aeration. If you would like to have this done, please contact the Indianapolis office to schedule this service. Again we apologize for the problems and hope that this resolves all issues.

Review: I have received a collection notice from a collection agency for a bill that I am not liable for. In 2014 I contacted Naturescape for lawn care service which I paid in full, the following year 2015 they sent me a renewal form which I did not sign or send back to them for continued service. I now have a collection agency sending me a collection notice on there behalf (Naturescape) for a bill for services I did not sign up for; nor did I agree to paid for such services after the 2014 agreement. I would like for this bill to be removed from my credit report and the collection notices to stop and I would like to have no further contact from this company or its collection agency.Desired Settlement: I would like for this debt to be remove from my credit report and all collection notices to stop.

Business

Response:

We apologize that we were unable to resolve this customer’s billing dispute earlier. Our records indicate that the service was requested in spring of 2015, and that we performed all five applications that were part of this service. Although we never received any notice from the customer over the course of the program that he did not want the service, and although the customer did not respond to any of the numerous billings sent to him throughout 2015, we have decided to credit the full balance of the customer’s account as a show of good faith. This credit will be applied immediately and the account will be withdrawn from collections. Additionally, the customer will receive a letter from the collections company confirming this. Again, we regret that we could not address this issue earlier, but we hope that we have now fully resolved this dispute.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We have had terrible service with Naturescape in [redacted] since they cashed our check. Supposed to have 5 applications for weeds and lawn fertilizer with a 100% satisfaction guarantee. They "forgot" about our second application, according to the receptionist. I saw they did our neighbors yard and thought maybe they were coming back that week to do ours. Nope, they didn't come to do it until after I called to remind them. Then we called about clover still growing in our yard. They said they would come out to re-spray. They did not. We called back a few days later and told them we wanted to be there when they sprayed. It took another few days to get them out there. Also told them that they were skipping the back portion of our yard. I know they GPS the yard, so they know full well where our property line is. Saving time and product on their end. Call back again about the same weeds. Still there. For my 4th application they tell me they are coming to spray the next day and no one shows up. I get a phone call at 5 pm that day and the kid tells me their truck broke down and he isn't coming and he doesn't know when he will be coming to do it. I leave a message to have the owner call me because we are 100% dis-satisfied. The next day I call and leave a message at 4:30 because the owner still has not called me. I get a return phone call a few minutes later and I say I am upset because I left a message and no one called all day and he replies with "it's still today isn't it". Completely unprofessional and rude. He then asks me what my "issues" are and I start to go over the problems we have encountered and he interrupts me and starts arguing with me about what I am telling him. I stop to ask him if he is going to continue to interrupt or listen to my issues. So he says he will come out the next day to spray for the weeds. I said, I don't want my yard sprayed on Fridays so I can't use it over the weekend..he comes back with "there is no note on your account that you don't want Fridays". There is a note on my account that we want notice ahead of time! I told him we were totally dis-satisfied with their service and their product and want our money back and he changes the subject. They have NO INTENTION on refunding any money even though they are advertising 100% satisfaction. I also told them we would never renew with them due to their terrible service. No response. Now it is the last week of October and no one has shown up for my 5th and final application. I call and the receptionist says our area isn't even on the schedule. Not this week and doesn't see that anyone would get out to us until sometime in November because "she knows it sounds like an excuse, but they have a really large area of lawns to service". So because they don't have enough employees to do what they have cashed checks to service, I am supposed to wait to get my OCTOBER application until they can fit it in their schedule?? Horrible horrible service. Product doesn't do what they are advertising it to do and the owner doesn't care about keeping a customer. Number one rule of a successful business is a happy customer. If you can't even service my lawn according to your printed out flyers and web advertising you should not be in business.Desired Settlement: I want my money refunded for the whole year of service. My weeds are not dead and I have had to call to remind you of 2 of the 5 applications! I hired a lawn service company so I would not have to do any work and I am now doing their job.

Business

Response:

We apologize for the poor service this customer received. The results and staff response they received is unacceptable, and we have already taken corrective measures to ensure against such instances in the future. We have also agreed to compensate the customer for their unsatisfactory experience and have made arrangements to continue their service next season. A letter reviewing these arrangements has been written and sent today (10/30/15). With these measures, we consider the matter resolved. We appreciate the opportunity to resolve these issues. If these efforts are deemed inadequate in any way, we will continue to work to make our customer happy.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Hire NatureScapes to control weeds in my yard. After last service weeds are still in the yard but a quarter of my lawn is now dead. Asked to talk to the manager was told not in the office. I had to call two times before just to get Naturescapes out to do the last service and it took two weeks to talk to the manager about my out of control weeds. After the last service was done and the damage to my lawn was seen I left a message for the manger to call. Manager never called. After calling the office and hearing the same thing, manger is in the field he will get back to you when he can. I canceled my service in fear of more damage would be done to my lawn and lack of communication with the manager. I was told the balance of my yearly payment would be refund. An someone would call me about the damage to my lawn. No one has called and no refund.Desired Settlement: Need someone from NatureScapes to look at my lawn and tell me how they will fix the damage done and restore my grass. Would like the balance of my account refunded.

Business

Response:

We apologize for this customer's poor experience. Since the original complaint, our local branch has taken steps to address the customer's concerns, including repairing the damaged areas of the lawn. We will continue to make every effort to improve our communication with our customers. It is our understanding that the solutions we have provided are satisfactory. If this is not the case, we welcome any further opportunities to improve this customer's experience.

Business

Response:

We understand the customer's position, and certainly the issue cannot be considered resolved until all promised services have been performed. Reviewing our records, it looks as though the aeration and overseeding was performed on 9/11/15 at no charge. With the completion of this work, we hope we can consider the matter resolved. If not, we will continue to work with the customer to achieve 100% satisfaction.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have used Naturescape for lawn services for at least 4 years and never had a problem with them until this year. I have had aerations and early spring sprayings done of my front lawn. They were to come out over a month ago but never showed until Wednesday, June 17th. My lawn was over sprayed and some areas are now burnt and yellowing. They also sprayed an area on my garage side where there was no grass but a limestone walkway and they sprayed a flowerbed next to that which resulted in my flowers dying. It is now Monday and even after heavy rains the chemical smell is overwhelming. I am not a newcomer to lawn care and have never had anyone kill flowers before nor have I smelled the chemicals lasting over a day or two. I spoke to someone in the office and the manager was supposed to come out but no one did. I have emailed them pictures of the lawn and flowers. They also used a granular of which I am unfamiliar with and am concerned where it was applied due to safety reasons.Desired Settlement: I feel that they could have been more understanding instead they just said "oh your flowers might come back". They also apparently wrote down or misunderstood what service I wanted when I originally called on March 7th as I always only receive the first application. I am an avid gardener and some flowers are too delicate to withstand harsh chemicals and that is beside the point - they never should have sprayed that area to begin with. I had every intention of paying the $40 invoice but because no one cared to come out and explain why areas were so over sprayed I would like a credit for the invoice now. Mind you all of the grass that they burnt was very green before they sprayed.

Business

Response:

We apologize for the problems our customer had with their lawn application. We would like to see all of our customers happy with their lawn and our service. Naturescape has credited our customer's account $40.00 for the lawn application. In addition we would like to offer a lawn aeration and overseed this fall, free of charge. Our customer just needs to call their local branch to confirm that they want this done. Again we are sorry that our customer had a bad experience with Naturescape, and we appreciate this being brought to our attention, so we could attempt to resolve the problems.

Review: Our issue is the lack of response to our calls regarding our service issues.

1) We called 2 times to have someone come out to look at our issues with our lawn. Someone finally came last week Tuesday August 12th - to which we indicated the large amounts of weeds we still have - we have had Naturescape as our lawn service company 2 years..and we still have a large amount of weeds that are never truly killed. The man we spoke to indicated he would put in an ASAP to have our lawn treated- we also apparently needed our 4th treatment - we were "Due". He said someone would be out yet this week. The following week - we called and were told I see the "ASAP" on your service - someone should be out yet this week. Still no service.

2) We also have Mosquito service and were sprayed on Wednesday 13th.. on Friday the 15th we were out on our patio (attached to our house ) and were being eaten like crazy. Still are.. We called the following monday - and were told we would be resprayed this week..we were not, no one has yet to come out an respray.Desired Settlement: We want our service we paid for.. ywant the weeds gone in our yard (clovers pker, etc) and to not be weeks past our scheduled service - and would like the mosquito service we paid for to actually resolve our mosquito's issue - we would expect it to work more then a day or two.

Business

Response:

We apologize for this customer's unsatisfactory experience. The poor communication and results cited in this complaint are unacceptable, and we have taken (and will continue to take) steps to ensure improvement in both areas. We are under the impression that the weed and mosquito issues have been addressed (as of 8/26/15) and, as always, we will continue to provide free service calls whenever necessary. We will make every effort to ensure that this customer is completely satisfied with our service this year and in the future.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: In Nov. 2014 I received a offer for weed control on my house and my business. I responded to the offer and paid for the service in advance, $388.00) In spring (march 2015) the rep from Naturescape came to put my !st application, they sprayed my business,but only about 1/3 of the grass. I called them to do the rest of the property, they came and informed me if I wanted the whole properity done it would cost more $. They had been spraying my business for many years before. I informed them that I wanted the price that they had contracted for , they declined. We agreed to give me a refund for both of my properities,$388.00. This was the end of March. I received a call from them in June saying the refund is in the works, but for $187.20. I had spoke to [redacted] who was my technition. They have not done any spraying at either properity since I spoke to [redacted].Desired Settlement: Return my money of $388.00 Check #1594 dated 11/30/2014.

Business

Response:

We apologize for the problems our customer had receiving their refund. Naturescape has sent a full refund to our customer for the $388 amount that they requested. In addition we offered to do a free service call to take care of any weeds, but our customer declined. Again we apologize for not getting the refund out sooner, and we hope the steps we have taken will resolve this matter.

Review: Had lawn fertilized and weed control on 4/16/15 . Weeds growing grass not growing.Called 4/30/15 to say weeds are not dying was told someone would be out to respray.Called again 5/5/15 was told someone would be out 5/5 or 5/6. Called 5/6 was told someone would be out 5/6 or 5/7 at the latest. Called 5/7 @ 4: 45 told them nobody has been out .Was told "you know they work till 6pm". Still weeds growing grass not. Had naturescape lawn care for 9 years

Business

Response:

We apologize that our customer had problems with their service. It is very important to us that our customer is happy with our service and their lawn. We also appreciate that our customer has been with our service for the last 9 years. We want to correct these issues and provide a quality service. On 5/08/2015 we issued a refund to our customer for their first lawn application. In addition we provided a free service call to respray the weeds on their property. We hope this response will resolve this matter. Again we are sorry for the problems our customer encountered and we appreciate them bringing this to our attention, so we had the opportunity to make corrections.

I want to like this company, but this is the second year in a row that my front yard is the ONLY front yard in my entire neighborhood that is completely covered in dandelions because Naturescape has not yet arrived for my first lawn treatment of the season. Last year, I chalked it up to being a new customer. But this year? I'm a returning customer, not a new customer trying to get lawn service after spring has arrived, so there's just no excuse.
I called to make sure that I am in fact scheduled (I am, have been since before the ground thawed), and to find out when my lawn would be treated. The woman who answered the phone couldn't say for sure, only that I "should" see someone "by the end of the week." Today is Monday - by the end of the week, the sea of yellow on my lawn will have bloomed into those awful, tall grey [redacted] of dandelion seeds. Once treated, they will die in ugly, weedy clumps, and my lawn will be ruined for yet another season. I am so disappointed.

I HATE MOSQUITOES. In this part of the world we only get about 3 or 4 months of every year that the weather allows us to enjoy our yards - but that's when mosquitoes take over and try to drive us indoors. I have waged war against them for years with one device, machine, spray or fog after another. Thousands of dollars worth of stuff. It has had some success, but requires a lot of time and work and money. I have finally found the ideal solution - Naturescape. One application and I haven't seen a mosquito all summer so far. I thought that maybe it was just a light year for the pests, but most of the people I talk to say it's one of the worst years they can remember. I couldn't be more pleased to say that my yard is mosquito free and I haven't had to do a thing except enjoy it.