How do I dispute a Long Grass Fee?

Summary The Long Grass Policy states the customer will be charged an additional payment above the regular mow price, if the grass is taller than six inches, in order to make up for the pro's extra time to mow and the additional strain on the equipment. If you believe you should not be charged a long grass fee, the fee can be disputed 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 and SMS notification or thru My Services in your Lawn Love web account. From the Long Grass Report screen, scroll to the bottom of the page and select Dispute Long Grass Claim.

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.
  
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How to

1. The long grass report can be accessed through your Lawn Love web account, email, and SMS notification.
2. If you select the Long Grass Report link in the email or SMS, you will be directed to the Long Grass Report screen in your Lawn Love web account. 
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3. If you will access the Long Grass Report from your Lawn Love web account, from the dashboard, select the three dots beside your lawn mowing subscription under My Scheduled Services.
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4. Select Service Details.
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5. Under the Previous Service section, select Long Grass Report.
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6. On the Long Grass Report screen, review the photos the pro submitted.
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7. Select Learn more about long grass pricing to know the factors which determine the pricing.
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8. Select Long Grass Policy to revisit our policy.
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9. If you feel that the charge should not be applied to your billing, select Dispute Long Grass Claim.
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10. On the Long Grass Dispute Screen, you will be asked to select a Reason for the dispute. Select the drop-down to see the available options.
    
    • Grass was not over 6 inches tall
      • Choose the grass height.
      • Provide more details if available. This is optional.
    • Service delays led to tall grass
      • Advise why there was a service delay.
      • Provide more details if available. This is optional.
    • Didn't know about long grass fee
    • Pictures are not from my property
    • 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. 
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11. Select Submit Dispute.
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12. Once you have successfully submitted the dispute, you will see this screen.
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13. Our support team will receive your dispute, and we will review it accordingly. Once we have a decision, you will receive an email notification 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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