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[Customer] How-to: Report a Problem with a Service

  • Updated

Intro

To guarantee Customer satisfaction, LawnStarter provides the option to report a problem with a completed service. If you encounter an incomplete service, believe the service was marked complete incorrectly, or are unhappy with the provided service, you have the option to report this thru your LawnStarter app. We will promptly investigate the matter and take appropriate actions to ensure the issue is resolved to your satisfaction.


Table of Contents

 

Before You Begin

  • Install the LawnStarter app.
    • via Google Play for Android
    • via App Store for iOS
  • Log in to your account through your App.

 

Reporting a Problem with a Service

      1. Open the app and log in to your account.
      2. Tap the "Service" icon located at the bottom of your dashboard.
      3. A message will appear confirming that your service was completed on a specific date.
      4. If there’s an issue, rate the service with 3 stars or less to begin the problem report process.
      • Important:
         You must report any issues within 5 days of the service being marked as complete. This allows us to accurately assess the situation. For example, during peak growing season, grass can grow quickly—making it harder to tell if an area was missed or simply overgrown again.
      • Note: Make sure to complete the entire dispute process to avoid delays or errors.
  2. Select your feedback for the service:
    • My Pro did a poor job
    • My Pro only completed part of the job
    • My Pro never showed up
    • There was damage to my property
  3. Select Submit Review.
  4. Select the quality issue you experienced:
    • Uneven mow
    • Missed spots
    • Bad edging
    • Issue blowing
    • Grass too long
    • Other
  5. Select Next.
  6. Select the location of the issue in your property:
    • Full yard
    • Front yard
    • Left side
    • Back yard
    • Right side
    • Other
  7. Select Next.
  8. Upload photos of the service issue (optional).
  9. Select Send.
  10. A message will pop up asking you to choose how you would prefer us to address the issue:
    • Fix issue
      • If you select this option, we will contact your Pro to schedule a return visit and address the problem. The Pro will have 24 hours to respond and agree on a day to come back and resolve the issue at your property. In case the Pro is unable to fix the problem, we will find an alternative Pro to return and fix the issue.
    • $15 Credit
      • If you select this option, a $15 credit will be immediately applied to your account. The Pro will not return to fix the issue but will address it during your next scheduled service.

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Reporting a Problem Without Rating the Service

  • If you do not see the pop-up to rate the service you can report a problem from the Profile tab.
  • Under Support select Get help with a question or problem.
  • At the bottom of the LawnStarter FAQs screen select Still Need Help?
  • From the Support screen select Report a problem with a service.
  • Select the service you have an issue with. 
  • Select the issue from the Help Desk drop-down menu.
  • Select where the issue is on your property and select Next. 
  • Uploading photos is optional but helpful. Select Send.
  • A message will appear asking you to choose how you would prefer us to address the issue:
    • Fix issue
      • If you select this option, we will contact your Pro to schedule a return visit and address the problem. The Pro will have 24 hours to respond and agree on a day to come back and resolve the issue at your property. In case the Pro is unable to fix the problem, we will find an alternative Pro to return and fix the issue.
    • $15 Credit
      • If you select this option, a $15 credit will be immediately applied to your account. The Pro will not return to fix the issue but will address it during your next scheduled service.

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