What if I have an issue with my lawn mowing service?

Summary To ensure customer satisfaction, LawnStarter allows you to dispute a lawn mowing service after being marked as completed. You can dispute your lawn mowing service if you are not happy with the results by logging into your LawnStarer app, rating the service with three stars or less, and completing the dispute process to either have your yard fixed or receive a $15 credit.

What is it

• You have five days from when the mow was marked complete to report the issue on your lawn mowing service.
• You can report the issue on your LawnStarter app by rating the mow three stars or less.

How To 

1. Log into your LawnStarter app.
2. A pop-up to rate the pro will appear and, if you rate the service 3 stars or less, you can initiate the dispute process.
   • If a pop-up does not appear when you log in navigate to the Support screen and select Service Marked Complete Incorrectly.
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3. Please tell us the issues with your service by selecting Bad Job, Partial completion, Nobody showed, Property damage, Scheduling issues, Gate left open, or Other.
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4. Click on the orange Submit Review button as seen above. 
5. The next screen will ask for more details on the issue as to what was wrong. Click on the appropriate response. 
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6. Select Next as shown above.
7. The next page will ask you where the issue is on the property.
   • Select all applicable areas then select Next.
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8. You can upload photos showing the issue you reported.
   • This is optional, however, highly encouraged so your pro will know what needs to be done on the return visit. 
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9. After uploading photos, select Send as shown above.
10. Now you will be asked "Would you prefer we come out and fix the problem or give you a $15 credit?"
    
    • If you opt for a $15 credit, the $15 credit will immediately be added to your account.
      • Your pro will not fix the issue.
      • Your pro will service your property on your next regularly scheduled service window.
    • Choose Fix Issue if you would like the pro to return to fix the issues before your next scheduled service.
      • We encourage you to choose Fix Issue, especially if you reported No Work Done.
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11. If you choose Fix Issue, we will let you know what we are doing to get this issue resolved quickly. After reading these details select OK to complete the process.
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12. If you choose the $15 Credit, the credit will be applied to your current bill. Select OK to complete the process.
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FAQs

• All disputes must be reported within five days of when the service was marked complete. 
  • After five days the normal growth rate makes it difficult to determine if any work was completed.
• If you are not happy with the service, you can also do the following
  • Message your pro and let them know what they should be more attentive to next time around.
  • Change your provider if you and your current pro just are not working out. We will match you with another crew that may be a better fit for you and your preferences.
    • • We would recommend, however, for your current pro to fix the problem first before you change your crew.
  • Reach out to Support if your crew is not responsive to your requests.
• If your pro only mowed a part of your property, this may be due to a locked gate.
  • Our pros work very busy routes and count on your entire property being accessible when they arrive.