Everything you need to know about your lawn care crew

Summary We understand that your lawn is important to you, and we want you to have the lawn of your dreams. With that in mind we have made it easy for you to talk to your pro in our app. Feel free to contact your pro with special instructions like grass length preference, things to watch out for in your yard, tricks to opening the latch on your gate, or to ask what time they will be arriving at your property. To send a message to your crew select the Support tab at the bottom of your screen then select Message My Crew in the Other section. 

What is in this article 

• How can I contact my crew?
• How do I change my pro?
• How do I rate my pro?
• How can I tip my pro?
• FAQ

How to

How can I contact my crew?

1. Once you are logged into the app select Support at the bottom of the screen. 
   • 
2. In the Support menu go to the section labeled Other and select Message My Crew.
   • 
3. From the Select Crew menu select the pro that is assigned to the active service you would like to talk about. 
   • 
4. Type the message for your crew in the white message box with the green border at the bottom of your screen. 
   • You can also upload photos for the pro by selecting the camera icon on the left side of the text box. 
   • You can view the history of your communications with that pro. 
   • 
5. After you have typed your message select SEND and your message will be sent to your pro immediately.  
   • 
6. You can also access the Message My Crew feature by selecting the three dots in the MY Scheduled Services section in the Support tab. 
   • 
7. Select Message My Crew from the menu that pops up from the bottom of your screen. 
   • 

Top of Page

How do I change my pro?

1. Log into your LawnStarter account using your email address and password.
2. From the My Services screen, select Support. 
   • 
3. Under Report An Issue click on Change my Pro.
   
   • 
4. Read the What to Expect section before continuing by selecting Learn more. 
   • 
5. If we are already looking for a new pro, you have a pending one-time reschedule or have asked a pro to return for an issue you will not be able to proceed to the next page. 
   • 
   • 
   • 
6. Next, you will choose the Address of the property that requires a new pro. 
   • If you only have one property, the address is auto-filled. 
   • 
7. Click on the Reason for changing pro dropdown menu and select the reason. 
   
   • 
8. Chose the reason for changing the pro from the pop-up menu that appears. 
   • If you have multiple pros assigned to different services you will only be able to change one pro.
   • Changing a pro will not automatically assign the job to another pro. You will have to wait for another pro to accept the job. 
   • If you choose Incomplete Job or Quality Issue you will be asked if you want to let the pro fix the issue for the lawn mowing service.
   • If you select Other, you will be asked to Specify pro change reason.
   • 
9. If your scheduled service is within 48 hours, you will see a pop-up to let you know We'll Change Your Pro After Your Next Service.
   • If you requested to change the pro less than 48 hours from your scheduled date, the pro currently assigned to the service will complete the scheduled service.
   • After the scheduled service is complete we will look for a new pro.
   • 
10. Select the green Submit Request button at the bottom of the screen. 
    • You will not be able to proceed if the required fields are not filled out. 
11. You will be taken to the confirmation page. Click OK.
    • 

Top of Page

How do I rate my pro?

1. Usually, an option to rate a recent service pops up when you log in to your account via the app or web. 
   • Your service can only be rated within five days of completion.
   • This is what the pop-up message looks like when you open your account through the app. 
   • 
2.  If you did not get the pop-up or you exited out of it you can do the following. Log into your account on the website, go to My Services, and select the three dots next to scheduled service.
   • 
3. Select Service Details from the drop-down menu.
   • 
4. Under Additional Service Options, select Service History.
   • 
5. Find the recently completed service and click Rate Service.
   •  If you give a four or five-star rating, you will have the option to add a Tip.
   • If you give a three-star rating or less you will be asked to leave feedback.
     • Bad job
     • Nobody showed
     • Scheduling issues
     • Partial completion
     • Property damage
     • Gate left open
     • Other
   • When you select Bad job, Nobody showed, or Partial completion you will be able to Dispute the service and receive a fix or a $15 credit.
   • If you select Scheduling issues or Property Damage you will be asked if you want to Change Crew.
   • 
6. You can also rate your pro from the email sent to you went the service was completed. The subject title of the email is Your Lawn Mowing was completed. Please rate your experience. 
   • 

Top of Page

How can I tip my pro?

1. When you log into the app a pop-up box will appear for 5 days after any service has been completed.
   • The pop-up will show up each time you open the app, for up to 5 days, or until you have rated the service. 
     • After rating the service the pop-up box will no longer appear until another service has been marked complete. 
   • 
2. You must rate the pro 4 or 5 stars to tip the pro. 
   • 
3. Write a review for the pro. Your review may be featured on the LawnStarter website. 
   • 
4. You have two options to give a tip. First, you can choose from a pre-calculated percentage amount. 
   • 
5. The second option allows you to enter a custom tip amount when you select Other.
   • 
6. Select Submit Rating to send the rating and tip. 
   • 

Top of Page

FAQ 

• When is my next lawn mowing service?
• What time will the crew arrive?
• How do I skip my next mow?
• How do I change my mowing frequency?
• How do I change my service window?

Top of Page