How do I dispute a Long Grass Report?

Summary The Long Grass Policy states the customer will be charged an additional amount above the regular mow price, if the grass is taller than six inches, to compensate the pro for the extra time to mow and the additional strain on the equipment. If you believe you should not be charged a long grass fee, you can dispute the fee directly through the app within the five-day dispute window. You can file a dispute by selecting the Long Grass Report link on the email notification or thru My Services in your LawnStarter app. From the Long Grass Report screen, scroll to the bottom of the page and select Dispute Long Grass Report.

What is it

• There is a five-day dispute window starting from the day the pro submitted the Long Grass Report.
• Below is a sample of a long grass email notification.

How to

1. The long grass report can be accessed through the app, email, and SMS notification.
2. If you select the Long Grass Report link in the email, you will be directed to the Long Grass Report screen in your LawnStarter app. 
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3. Skip to Step 7.
4. If you will access the Long Grass Report thru the app, from the dashboard, select the three dots beside your lawn mowing subscription under My Scheduled Services.
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5. Select Service Details.
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6. Under the Previous Service section, select Long Grass Report.
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7. On the Long Grass Report screen, review the photos the pro submitted.
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8. Select Learn more about long grass pricing to know the factors which determine the pricing.
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9. Select Long Grass Policy to revisit our policy.
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10. Select Dispute Long Grass Report at the bottom of the screen to submit a dispute.
    • If this option is no longer available, this means that it is past the five-day dispute window.  
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11. On the Long Grass Dispute Screen, you will be asked to select a Reason for the dispute. Click on the drop-down to see the available options.
    
    • Grass was not over 6 inches tall
      • Choose the grass height.
      • How much of the service area was under 6" in grass height?
        • All of the area was under 6"
        • Most of the area was under 6"
        • Some of the area was under 6" 
      • Provide more details if available. This is optional.
    • Service delays led to tall grass
      • Why was there a service delay?
        • I skipped the last service
        • My pro skipped the last service
        • Weather delayed mowing
        • No one showed up for my last service
      • Provide more details if available. This is optional.
    • Didn't know about the long grass fee
      • Select the long grass policy link or How does long grass pricing work? to review how we charge the long grass fee.
      • If this does not answer your questions, select contact our support team. 
    • Pictures are not from my property
      • Provide more details if available. This is optional.
    • Other
      • Let us know why you feel you should not be charged the long grass fee.
      • If Other was chosen as the reason, the Share more details field should be completed.
12. Select Submit Dispute.
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13. Once you have successfully submitted the dispute, you will see this screen.
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14. Our support team will receive your dispute, and we will review it accordingly. Once we have a decision, you will receive an email from us.
    • If your dispute was accepted, you will receive the following email.
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    • If your dispute was denied, you will receive the following email.
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