GreenThumb Lawn Treatment Service Bewertungen 4.203

Scarification undertaken by Robbie of the Borders team. It has made a tremendous difference to the feel of the lawn underfoot and a couple of weeks after treatment the grass is beginning to come away nicely. A significant amount of thatch and moss was removed from the lawn and it does look like the grass is in a better position than it has been sorted some time given the time of year.

Formal Complaint – Unsatisfactory Service and Poor Customer Care
I am extremely disappointed with the service I have received from Green Thumb and with the attitude of the staff I have dealt with throughout this process.
I initially chose Green Thumb to carry out a weed and feed treatment on my lawn. During the visit, I was advised that my lawn would also benefit from scarification, aeration, and top dressing in March. I specifically explained that it was important for me that any work carried out would allow my garden to be usable again by the May school holidays and throughout the summer months. I was clearly told that this would not be a problem and that my lawn would be usable again by mid to late May. On that basis, I agreed to proceed.
Shortly afterwards, I was informed that due to access issues, Green Thumb would not be able to carry out the scarification and aeration themselves and that it would be better for me to purchase my own scarifier and complete this stage before they returned to apply the top dressing. Acting entirely on their advice, at the beginning of March I purchased a scarifier and carried out a deep scarification of my lawn, which unsurprisingly left the garden in a muddy and unusable condition.
When the Green Thumb employee arrived to undertake the weed treatment, he inspected my work, confirmed that the scarification had been done perfectly, and assured me that they would return within two weeks to apply the top dressing. I then heard nothing for almost two weeks. When I contacted Green Thumb to chase this, I was told that it was my responsibility to inform the office that the lawn had been scarified — despite the fact that their own employee had inspected the lawn and said he would notify the office so the work could be booked.
After further chasing, I was eventually booked in, only to be told I would need to wait an additional 10 days. When the engineer finally arrived, I was informed on the day that the work could not be carried out as they had run out of soil. I was told I would be rebooked for the following week.
Another week passed, and after contacting Green Thumb yet again, I was told — with no apology — that they were unable to obtain soil due to supplier issues and that I would have to wait until the end of April for the work that was originally scheduled for mid‑March. I was also told that nothing could be done because Green Thumb only uses one type of soil.
As a result of these repeated delays, poor communication, and lack of ownership, I have been left with a damaged, muddy lawn for months, and my garden will now not be usable until at least June — completely contrary to the assurances I was given at the outset.
What has been most frustrating throughout this process is the apparent lack of care or accountability from staff. There has been no meaningful apology, no attempt to resolve the situation, and no acknowledgment of the inconvenience caused — only statements such as “it is what it is”.
I find this level of service unacceptable and would not have proceeded with the scarification had I been properly informed of the delays and supplier issues. I expect this complaint to be taken seriously and would like a clear explanation of how this situation arose, along with details of what Green Thumb will do to put this right.

Efficient service, really keeps our lawn looking great. All the work done carried out regularly, we barely have to think about it.

A team of 2 turned up as promised, and did the Lawn Refresh and Aeration as planned. Kieran explained everything clearly and answered all my questions. Everything was left tidy.

I have used Greenthumb for many years and they have maintain my lawns at a high standard. The hot summer of 2025 took its toll on both lawns and as a result Billy and Kieran carried out Greenthumb’s Lawn Recovery Programme today. Both worked hard to get the work done. Billy was friendly and informative about follow up requirements. Hopefully the results will justify the investment.

Lovely guys did an excellent job
Jamie and Howard Canterbury

Lewis and Sab went over and above on this visit. Missed them first thing in the morning as bell not working but then phoned and came in the afternoon. Also moved the benches for me and put the detrius in the green bin. Such nice helpful people! Pleasure to have them around. No mess left either

An excellent service provided by very pleasant people.

If Green Thumb monitor this group please can they respond. The service from them so far this year has been truly awful. I have had my lawn treatments cancelled, nothing rescheduled. They have not responded to phone calls or emails. We are now 25% through the year and 15% into the active growing period and they have not scheduled a single visit. The only thing they have done assertively is collect my direct debit payments. I have been a loyal customer for 10 years but It suddenly feels like a scam.

David never stopped from mowing the lawn then carrying out aereation and Scarification of the lawn & adding a NutraBooster he did a great job

Paul & Luke at GreenThumb did a professional job on our lawn which had been neglected for years. They arrived punctually and worked their socks off! I look forward to seeing my lawn transform from a mossy mess to a luxurious lawn. Thank you

Both specialists polite and very helpful in advising with care and upkeep of lawn

This was a follow up appointment to aeration/scarification and top dressing procedures carried out in October. I was told then by the operative, David Gleeson, that any bald patches would be reseeded in the spring and to contact the company. This I did and after some communication difficulties which the company is looking into, David sorted all this out and did the folow up treatment for me. He is a most reliable, professional lawn specialist.

Operatives Chris and Darren their usual helpful selves and did an excellent job, second to none

The Two colleagues that turned up firstly walked around and talked through their plans but at the same time asked me if I was okay with what they described
I knew there was a problem with part of the lawn which your guys discovered it was leather jackets
They talked me through how they could be dealt with
For the last few visits I don’t believe we have gone hard enough on the moss , these two guys done a proper job
Excellent service and both really friendly

Heads up folkes. They double invoice you for same job. Then say you haven't paid. Treatment not that good anyway and we cancelled contract with them. We are happy with alternative.

Very good service, Dan Gregory did a great service well explained , as it was our first visit for window cleaning. Excellent.

Turned up on time,friendly and seemed very efficient

Chris, from the Bath branch, was excellent. Fast, efficient and friendly. He clearly explained what he was doing and I would recommend both him and Green Thumb to anyone.