Intro
Welcome to LawnStarter/Lawn Love! Now that you are signed up you may have a few questions. Below are some of the most commonly asked questions from new Pros or Pros that are looking to sign up with LawnStarter or Lawn Love. Pros can access all of our brands through any of our apps which include: Lawnstarter, Lawn Love, & Home Gnome.
| Important Note If you have both a LawnStarter and Lawn Love account, you will need to fill out a background check for both accounts. Previously, our background check company, CheckR, was blocking accounts with the same Social Security number. They are no longer doing that. |
Q&A
General FAQs
What am I agreeing to when I submit my contact information?
By submitting my contact information, I agree that LawnStarter or its representatives may contact me by email, phone, or SMS at the email address or phone number I provide, including for marketing purposes and by automatic dialing systems. Message and data rates may apply. Message frequency varies. Text HELP for help. Text STOP to unsubscribe. I also agree to LawnStarter’s terms of service and privacy policy. Consent is not a condition of service
Do I need the Pro App?
Yes! Having the app on your phone is imperative to setting up your account and being able to report problems and complete jobs in real-time.
Where can I download the Pro App?
You can download the Pro app through the links below:
Do I need to create an account first before I download the App?
You can create an account on the web and download the app, or you may also download the app and then create an account.
- If you've already created an account online, you can already sign in after you download the app.
What are the frequently asked questions about payments?
| Questions | Answers | |
| When and how often do I get paid? |
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| What type of account do I have to have to receive my payments? | You may use a bank checking account, Green Dot/GoBank, Net Spend/Metabank, or Chime/Bancorp. We cannot currently pay to Venmo, PayPal accounts, or savings accounts. | |
| How is the pricing calculated for each yard? | We use software to determine the lot size of the property and subtract the house size from it to calculate the pricing for each Customer’s yard. | |
| What if the pricing is too low for the job when I get to the property? | If you feel that the payout for a job is too low for the size of the property we recommend performing the service, particularly if it is the first service and then you can drop the property. If you drop it before the service is performed it will negatively impact your tier rating. | |
| Where can I see a breakdown of my weekly payout? | The payouts for each subscription on your list can only be viewed through the website at the moment. You can view individual payouts for each property by visiting the LawnStarter or Lawn Love website and clicking on the Customers Tab. Use the same email and password you use to access the app. |
What is included in the Performance section of the app?
The Performance section includes the Pro's tier, earnings, metrics, and rewards that they are eligible for. You can see your current and past metrics/statistics. At the bottom of the screen, you can see how the tier system works.
What are the frequently asked questions about getting jobs?
Questions |
Answers |
| When will I get my first job? | You should receive your first job within a few weeks of activation. We will work with you through your first 5 to 10 jobs to ensure that our Customers are satisfied and that jobs are being completed on time. |
| How many jobs will be sent to me? | The number of jobs that we send to Pros is based on the number of Customers that sign up in your area. The best way to ensure that you receive as many jobs as possible is to have a higher tier score. So make sure that you are receiving high Customer reviews and completing jobs on the day that they are scheduled to be completed. |
| How many Pros are in my area? | We keep enough Pros to ensure that we can meet the demand in the area and take care of Customers. And as long as you are providing quality work and completing jobs on time you will continue to see jobs in your area. |
| Are jobs assigned to me by LawnStarter/Lawn Love? | We will send you available jobs in your area and you have to choose to accept or decline those jobs. We do not automatically assign them. |
| How are jobs sent to me and other Pros? | You will receive a notification in the app and either by email or text. The available job details will contain the payout, location, start date, and frequency of the job. Make sure to only accept jobs that make sense for you and that you will be able to complete. Check the location and the scheduled date to make sure it fits in with your current routes. |
| Do I need to check the app daily for available jobs? | You will receive notifications through the app, texts, and emails when new jobs are available. When you do log in to the app you will see if there are any available jobs on the Today screen as well. |
| How can I get more jobs? | You can suggest services to your existing Customers by using the Recommend Services option. |
| How do I become a Pool Cleaning Pro? |
You may also refer to this article for more details: [Pro] Pool Cleaning FAQs |
What are the frequently asked questions about servicing a Customer's property?
| Questions | Answers |
| Do jobs need to be completed at a specific time? | Jobs need to be completed on the day that they are scheduled, but not at a specific time. They may be completed any time between sun up and sundown, but they must be marked Complete or Rescheduled by 9:00 PM each day. Completing jobs late will affect your Tier Score. |
| Do I need before and after pictures when completing jobs? | Pictures are required on first-time jobs, additional services, return requests, and long grass submissions. Other than these situations, they are not required. |
| What do I do if the Customer wants more than mowing, edging, and blowing? | You can use the Recommended Services on the Job details screen to provide a quote and a date that works for you to complete any additional services that the Customer request, such as tree trimming, hedge trimming, leaf removal, fertilization, aeration, etc. |
| Do I need to notify the Customer when I am at the property? | You do not need to notify the Customer, but if you want you can send the Customer a message through the app when you are on your way as a heads up. |
| Can I service a property early? | You can mow early if the Customer agrees to it either in their MMC inbox or by them contacting support. The reason for this is the Customer may have obstructions if Pros show up on an unscheduled day such as locked gates and pets in the yard. |
| Can I reschedule a first service for a Customer? | If you need to reschedule a First Service for any reason other than Customer Request, Inclement Weather, or Lawn Too Wet, you may lose the Customer. The reason for this is that Customers are 50% more likely to cancel if their first service is not completed on the original date. |
What are the frequently asked questions about experiencing problems in the field?
Questions |
Answers |
| How do I report an issue? Who do I contact to report an issue? | If you have an issue at a property that you need to report, you can report it through the App using the Other function on the Job Details screen. With the report function, you can document the issue and either complete the rest of the yard or move on to your next property without having to wait for a response. |
| What happens if I get to the property and it does not need to be serviced? | In the event that you arrived at your Customer's property and the lawn has already been mowed or does not need to be serviced, you can skip the job in the Pro app. If the grass is too short to mow, the yard appears to have recently been mowed, or the grass is wet do not mow as we do not want to cause damage to the yard. |
| How do I report if a Customer has long grass from 9 to 15 inches? | If the grass is between 9 and 15 inches, you must report it through the app to receive an additional 50% or 100% payout. This can be done from the Customer's Job Details screen by selecting Other, and then Long Grass. |
| How do I report a Customer has long grass above 15 inches? | In situations where the grass is longer than 12 inches and would require more work or special equipment, you can submit a report for Long Grass over 15 inches. This will increase the payout depending on the grass height as long as there are valid and complete long grass photos uploaded. To do this, go to Today's Job and select the property. On the Job Details, go to OTHER and choose Long grass. You will not be able to file a long grass report after the mow is marked complete. The report must be filed with pictures before marking the mow complete. Update the Pro app to the latest version. |
| How do I fix a problem with the Pro app? | You may sometimes notice that the Pro app is not responding properly or showing an error message. Many issues can be fixed by simply restarting your phone. Make sure that you are not having any connectivity issues. Check if your Wi-Fi or data connection is working fine. If the issue still persists after doing the update. Uninstall the Pro app and reinstall it then restart your phone. |
| How much does the LawnStarter damage fee cover? | LawnStarter's damage coverage policy includes major damages and injury to Customers and their property when providing services (minor damages are still the Pro's responsibility). A fee of $1.50 will be applied per completed service. This is for the protection of the Customer and you in case anything goes wrong. The damage fee does not cover any damages to the Pros. For example, a mower damaged by a rock in a Customer's yard, an injury occurred while servicing a Customer's property, etc. |
| How do I contact support? | From the Tasks dashboard, select the hamburger menu on the upper left-hand side. Next, select Support. On the Support screen, Pros will have three options. Send a message, call support at 1-855-800-4872, or visit the Lawn Care Help Center. |
| What are the support hours of operation? |
LawnStarter's Pro support team is ready to assist Pros via phone call or email.
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| Why do I not have the option to file a Long Grass Report in the app? | If the property has been mowed within the last 30 days, you will not be able to claim a Long Grass Fee. |
What are the recommended grass heights?
Grass Species |
Recommended mow height (inches) |
Mow when it reaches this height (inches) |
|---|---|---|
Annual rye grass |
1.5 - 2 |
2.25 - 3 |
Bermuda grass (seeded) |
1 - 1.5 |
1.5 - 2.25 |
Buffalo grass |
1 - 2 |
1.5 - 3 |
Centipede grass |
2 |
3 |
Colonial bent grass |
0.5 - 1 |
0.75 - 1.5 |
Creeping bent grass |
0.5 inch or less |
0.75 inch or less |
Dichondra |
0.5 - 0.75 |
0.75 - 1.125 |
Hard fescue |
1.5 - 2.5 |
2.25 - 3.75 |
Hybrid Bermuda |
0.5 - 1 |
0.75 - 1.5 |
Kentucky bluegrass |
2 - 3 |
3 - 4.5 |
Kikuyugrass |
1 - 1.5 |
1.5 - 2.25 |
Perennial ryegrass |
1.5 - 2.5 |
2.25 - 3.75 |
Red fescue |
1.5 - 2.5 |
2.25 - 3.75 |
St. Augustine grass |
2.5 - 3 |
3.75 - 4.5 |
Tall fescue |
1.5 - 3 |
2.5 - 4 |
Zoysia grass |
0.5 - 1 |
0.75 - 1.5 |
What are the Pro Support hours of operations and contact info?
See [Pro] How-to: Contact Pro Support for the hours of operation and how to contact Pro Support.
Background Check FAQs
What are the frequently asked questions about background checks?
| Questions | Answers |
|
Who needs a background check? |
The owner of the account only, not the Crew. |
| How long will it take me to fill out the Background Check Form? | The form should take less than 10 minutes. |
| What if I do not have a Social Security Number, SSN? | Checkr can't complete criminal searches for people who have no Social Security number. Checkr does not accept an Individual Taxpayer Identification Number (ITIN) instead of a SSN. |
| What information will I need to submit for the background check? |
You will need to submit your personally identifiable information (PII). This includes:
|
| How can I find the email in my inbox? | Use the search function in your email search to search for the word "Chekr". You can also access the background check through the app. |
| How long will it take for me to be notified? | Most background checks take between 3 and 5 days. |
| What happens if I do not meet the requirements? | Your account will be deactivated and you will not be able to service any more jobs via the LawnStarter and Lawn Love platforms. |
| If I’m deactivated will I still get paid? | Yes, you will get paid for the work completed to date. |
| Does Chekr do a statewide or nationwide check? | Nationwide |
| How will I get notified about the background check? | You will be notified by a screen in the app. |
| Where do I go to fill out the background check? | Select Complete Now when the app notifies you of the background check which will redirect you to the Chekr site. |
| Will I be notified of the status of my background check? |
There are 3 possible statuses that you may see after you complete your background check.
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| Do I have to fill out the background check twice? I have two email addresses and a request to fill out a background check was sent to both emails. | Yes, if a Pro has more than one account with different emails the Pro will be sent an invite for each email and is required to fill out each background check. Even if the Pro changes their email address after the invite is sent, they will still have to fill out a background check for each invite to prevent disruption with their account. |
| Can I dispute the findings of the background check? |
Before taking any final action you will have five days to dispute any incorrect or outdated information in the report.
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| What will cause me to be unable to continue working for LawnStarter and Lawn Love? | Anything that is listed in What is the background check looking for? |
| What if I still have questions about background checks? |
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What are background checks and why are they required?
As LawnStarter and Lawn Love grow and expand our services, it is important to maintain high standards of Customer service and that begins with our Pros. Background checks are done to provide the best possible Customer experience and a safe platform for all parties.
What is the background check looking for?
| Issue | Description |
| Social Security match issues | Identity Verification (Social Security Number, SSN match) discovers possible identity theft or impersonation. This check will validate an SSN. |
| Single County of Residence | Search for records in relevant county courts as indicated by pointer searches, such as an SSN trace or national criminal search. |
| Persons listed on the Global Watch List |
Checkr's global watchlist search identifies whether a candidate's name appears on domestic or international watchlists which includes the following:
|
| Convictions of violent crimes within the last 7 years. | Causing death, unlawful restraint, assault & battery, weapons, child/adult related abuse, threats, harassment, property (damage), animal cruelty, affray, etc. |
| Current sex offender registrations | A Sex Offender Search provides a 50-state, real-time sex offender registry scan to confirm a candidate has never committed any sexual offense. |
Will I be reminded to fill out the background check information?
You will be notified in the app how much time you have left to complete your background check.