Complaints

This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
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  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
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  TruGreen

  8621 San Mateo Blvd NE Albuquerque, NM 87113

  
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  TruGreen

  6700 Commerce Blvd Syracuse, NY 13211

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a message that TruGreen completed service at my property. My wife was home. The gentleman who came was on the property for roughly 7 minutes and then left. My wife saw this. He got in his car and drove down the block apparently to do another service (those people also claim that they did not receive service that trugreen states was performed). He left no paperwork or signs and I have the incident on ring video. I am being charged for services I did not receive. That is theft. When trying to call customer service every phone number is routed to a customer service in another country.

  

  Business Response

  Date: 04/30/2025

  TruGreen corporate contacted Mr. ******** 4/30/25 and apologized for the scheduled service that was not completed at his property as recorded. It is never TruGreen's intention for someone to be charged for a service that was not completed. TruGreen advised Mr. ******** that the application would be credited. TruGreen's customer service has also scheduled a no charge return visit for the application to be completed. TruGreen advised Mr. ******** that we are not able to discuss the internal actions taken as the outcome of this complaint. 

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had TruGreen services for 1 year and within that one year and then I cancelled. One of their employees called me and lied about a service I needed. He stated he came out the last time with the person who treated my lawn. I have cameras all around my house and only one person came out. I asked the guy on the phone who he came out with and he said he couldn't remember their name, I asked if they were a boy or girl and then he hung up on me!! I cancelled my service with them. They keep calling me 2-3 times a week and I have told them to STOP or I will sue for harassments. They called me again today from **************, I recorded the call

  

  Business Response

  Date: 05/08/2025

  TruGreen emailed Ms. **************** and apologized for her customer service experience. ********************** escalated this matter for further investigation. TruGreen has placed Ms. ****************s contact information on our internal Do not Contact portal. TruGreen did advise Ms. **************** that it could take up to 30 days for all communications to stop. TruGreen considers this matter resolved.
  

  Customer Answer

  Date: 05/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ****** Robersondahadha

  ***************

  **********, OH 45342

  
  

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for trugreen service for the entire last season and they didn't finish the contracted amount of services for the season for unacceptable reasons and without communication. Because of this, my lawn was worse off then when the season started. I have confirmed this with the company but they still refuse to refund me or honor their commitment.

  

  Business Response

  Date: 04/30/2025

  TruGreen went out on 9/18/24 to perform the last regular lawn care service for 2024. TruGreen observed that the home was boarded up due to a fire. TruGreen made the decision not to render this service because no one was occupying the home, and this application would require watering. Our records indicate that our sales associate sold Mr. ********* 6 lawn regular care applications of weed control/fertilizers -the first application was half off, the next four were at the regular rate and the sixth one at no charge. TruGreen offers the healthy lawn guarantee that we will come back out at no charge in between the billable services to address any concerns. It was not until Mr. ********* contacted TruGreen on 3/3/25 advising that he did not get the expected results in 2024. TruGreen advised Mr. ********* that the account was canceled and needed to be active since last service was on 8/21/24. Mr. ********* called again on 4/29/25 spoke with our Service Manager who agreed to come back out as a good faith gesture and perform a free service. This free service was completed on 4/30/25. TruGreen also advised Mr. ********* that in order to get the expected results, we must come out every 4-6 weeks to weed and feed the lawn. TruGreen also advised that sometimes it may take more than one growing season for the expected results. Mr. ********* declined our offer to reinstate the account with good faith discounts due to the miscommunication. TruGreen considers this matter resolved.        

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23264236
  
  I am rejecting this response because:

  Thier response is full of falsehood and half-truths. I will respond in order.

  1. they didnt provide the last service and if they any concern about the house they should have contacted me. I actually had a way to water the lawn if they had just let me know. How do you cancel a service that was contracted and not even inform the customer?

  2. When I signed up I was assured that I would see results in one season. About halfway through I called up trugreen and I was told that you need to wait one complete season to see results. I need to wait. I then told them that I had times the last technician and he was there for only 8 minutes! Trugreen admitted to me that he shouldve been there for at least 15 minutes. They apologised and told me they would do a free service. And now after the season ended and I have more weeds then last year, now they told me it takes multiple season to see results!

  3. Throughout the whole season thier services are too short. Im compiling some other neighbours of mine who used them last year who had the exact same experience and then I will publicise it. Trugreen has proven to be have gotten too big, does not take care of yards properly or treat customers with respect.

  ******

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/13/2025

  TruGreen called and spoke with Mr. ********* on 5/12/25 as well as sent an email. TruGreen still stands by our decision to not service the lawn due to the house fire that was boarded up was best for the customer. Mr. ********* did not communicate to TruGreen of the intent to continue services although the house had burned.  TruGreen would have been willing to delay the service plan at that time. As a good faith gesture, TruGreen has offered 15% off the same rate as paid in 2024 in which Mr. ********* has denied. Since TruGreen has not caused any damage to the lawn therefore at this time no other resolution is available. In order to get the expected results, it is important that the lawn is serviced every 4-6 weeks. TruGreen considers this matter resolved.

  

  Business Response

  Date: 05/14/2025

  TruGreen called and spoke with Mr. ********* on 5/12/25 as well as sent an email. TruGreen still stands by our decision to not service the lawn due to the house fire that was boarded up was best for the customer. Mr. ********* did not communicate to TruGreen of the intent to continue services although the house had burned. TruGreen would have been willing to delay the service plan at that time. As a good faith gesture, TruGreen has offered 15% off the same rate as paid in 2024 in which Mr. ********* has denied. Since TruGreen has not caused any damage to the lawn therefore at this time no other resolution is available. In order to get the expected results, it is important that the lawn is serviced every 4-6 weeks. TruGreen considers this matter resolved.

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23264236
  
  I am rejecting this response because:

  Trugreen refuses to address the main concern once again. The main concern is that they need to inform their customer if they are discontinuing the services agreend upon. I don't have to tell them to continue!

  Also, the lawn looks terrible and they don't back up their work even though thier advertising still says they do. I have a recording of a trugreen *** agreeing that they did a 20 minute job in only 8 minutes. And only after they were busted, they say that they will come back out. Most customers dont check these things. shame on this company for getting big and losing their customer service and cheating thier customers.

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/14/2025

  Please see the previous messages sent to the BBB regarding this and the final decision made. Can this be closed as business responded-customer rejected offer?

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with tru green last week for lawn *********** control.I received a 2 texts with a links yesterday saying they would be coming today. One text for the lawn & one text for the pest. I clicked on the lawn link to see what time and any more details and it said the apt was cancelled.I clicked on the pest link and it said the apt was cancelled.I called in to reschedule and talked with Mya.She said the lawn was cancelled and rescheduled for next Monday.I said I need it noted for them to call first since I have dogs in back so I can move them in. She said ok.I told her I needed to reschedule the pest control, too as they had cancelled, too.She said no they didnt. I said I have the text and link. She said only the lawn was cancelled. I read the link to her and she said again only the lawn is cancelled. I said I head you the first time but Im reading you the link. It says trudefense *********** is cancelled. She told me again no its not cancelled, would not acknowledge that I had received a message saying it was cancelled. I asked to talk to a manager and she refused to let me talk to a manager. She kept saying Im telling you theyre coming today. I said I have a cancellation notice. She started arguing with me saying it was only for the Lawn. I asked to talk to a manager again. Arguing with me again saying everything she had already said that I was wrong that only the lawn was cancelled. I kept asking to talk to a manager. Ive had a stroke recently and this was so stressful. All I wanted was help & to reschedule and it seemed like she was purposefully trying to upset me. I asked to talk to a manager no less than 10x. She put me on hold then hung up on me.

  

  Business Response

  Date: 05/08/2025

  TruGreen called and spoke with Ms. ***** on 5/2/25 and apologized for the scheduling issues. It is never the intent of TruGreen to not fulfilled schedule commitment. Due to the prediction of inclement rain,TruGreen agreed to reschedule the initial lawn care application and mosquito/flea treatment for Thursday 5/8/25 and the annual aeration for 5/9/25.TruGreen will follow up with Ms. ***** to confirm all services were completed to her satisfaction. TruGreen considers this matter resolved.
  

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a complaint rant about ******* ************* Over the years, we have aerated our lawn every 5 years. We have been appreciative of the care, but now want to decline any additional activity. We received a notice of an upcoming aeration that we called about - informing TruGreen that we no longer needed this garden care. No service was provided and still TruGreen is trying to charge us. We have had 5 different phone conversations with albeit nice individuals who, at the end of our explanation of the situation agree that no charges should apply . . . and yet we continue to receive bills.Proceed with caution regarding this company. Once in their system, they seem reluctant to let you go and harass customers with bill collection threats. This is financial ******** not use TruGreen !

  

  Business Response

  Date: 04/29/2025

  TruGreen reached out to Ms. **** via phone and email. TruGreen apologizes for the unexpected service that was scheduled and if she was billed for a service that was not completed. TruGreen has credited the full cost of the aeration at this time, and Ms. **** has a zero balance with TruGreen. Furthermore, the account is cancelled and Ms. **** has been added to the do not contact list as requested. Please note, it can take up to 30 days for Ms. **** to be fully filtered out of the system and all calls to stop. 

  Customer Answer

  Date: 04/29/2025

  See word document attached

  Customer Answer

  Date: 04/30/2025

   
  Date Sent: 4/29/2025 4:19:43 PM
  TruGreen reached out to Ms. **** via phone and email. TruGreen apologizes for the unexpected service that was scheduled and if she was billed for a service that was not completed. TruGreen has credited the full cost of the aeration at this time, and Ms. **** has a zero balance with TruGreen. Furthermore, the account is cancelled and Ms. **** has been added to the do not contact list as requested. Please note, it can take up to 30 days for Ms. **** to be fully filtered out of the system and all calls to stop. 

  
  

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23251793
  
  I am rejecting this response because:
  
  Sincerely,
  
  Head *****

  

  Business Response

  Date: 04/30/2025

  It is never TruGreen's intention for someone to be scheduled for service they weren't expecting or for someone to be charged for a service they didn't receive. TruGreen has issued a credit for the $101.14 balance, and the customer may disregard any statement or invoice you have. TruGreen's billing department has processed the credit, the account now reflects a zero balance, and the customer will not receive any further collection calls regarding the 2/05/25 invoice. Mr. and Mrs. ****** account is cancelled, and TruGreen has added their information to our do not contact list.

  
  

  Customer Answer

  Date: 04/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Head *****

  **********************

  Los Gatos, CA 95032

  
  

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Complaint ********** I contacted TruGreen on or about 4/17/2025, to report that I received notification that a lawn tech had applied treatment to my yard on 4/10/2025. I knew this wasnt true because I was home that day and I did not receive notification that the service was completed. I also called because this wasnt the first time this had happened and I wanted to make sure I wasnt charged for a service I did not receive.I called TruGreen the same day and spoke with ***************** ********* who was very professional and helpful. She got me scheduled for June 6 and my reschedule appointment was June 26. The ticket number is_28421420. She even told me she added a note that I recently aerated and my service dates needed to be moved for this reason.The next day, 4/18/2025, I saw that TruGreen came and applied treatment AFTER I called and got my dates moved. I didnt receive a call, text, or notice on my door. There was a stick in the yard that showed they came.Needless to say, I was extremely upset. I have called multiple times, and one supervisor (*****) called me on 4/18,2025, and left a message. She told me she would call me back Monday, 4/21/2025, but I have yet to hear from a supervisor. I have spoken to numerous customer services folks, each have told me a supervisor would call me ***** hours after their calls. They all shared the next step would be for a supervisor to come out to assess my yard to determine the next steps. As I shared in my complaint email, I dont have money to waste and all I want is for someone to honor their word and come and assess my yard.

  Customer Answer

  Date: 04/29/2025

  Good afternoon, ***** from Truegreen call today and expressed to me that the irrigation and seating should not have been completed when it was. He is going to continue my current services and offered to replace my aeration and seating in the fall when it should have been done. He has been calling me, but the number was going to voicemail because my phone recognized it as a spam call which it wasnt. I think the issue is now resolved at this point now that someone has called me with a resolution. Thank you so much.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid Tru-green for a portion of the years treatment and have reveived none. They are supposed to contact me prior to coming to treat ast yard gets wet in the spring. There was no call and the person tried to treat and got stuck in the mud. They left without completing and entered into my account they it had neen done. I have tried to get this rescheduled on probably 10 different times with no shows. I contact them and they rescheduled. I get messages from them saying they are a few minutes away then they do not show up.

  

  Business Response

  Date: 05/01/2025

  TruGreen called Mr. ******* on 4/30/25 and apologized that the service was not completed yet he was charged. TruGreen entered a refund for this application. TruGreen scheduled the next application for 5/1/25. Mr. ******* agreed to pay for this service as long as it was completed. TruGreen discounted the service that will be scheduled 4-6 weeks after the service on 5/1/25 by 50% as a good faith gesture. TruGreen called and spoke with Mr. ******* on 5/1/25 and he confirmed that the service was completed to his satisfaction 5/1/25. TruGreen consider this matter resolved.    

  

  Business Response

  Date: 05/01/2025

  TruGreen called Mr. ******* on 4/30/25 and apologized that the service was not completed yet he was charged. TruGreen entered a refund for this application. TruGreen scheduled the next application for 5/1/25. Mr. ******* agreed to pay for this service as long as it was completed. TruGreen discounted the service that will be scheduled 4-6 weeks after the service on 5/1/25 by 50% as a good faith gesture. TruGreen called and spoke with Mr. ******* on 5/1/25 and he confirmed that the service was completed to his satisfaction 5/1/25. TruGreen consider this matter resolved.    

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ****** *******

  **************************

  ********, OH 45030

  
  

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid Trugreen for a fertilizer treatment on my lawn. After being rescheduled 3 times, someone finally showed up Thursday 4/24. I have cameras so I watched the tech do the application. He did one huge horseshoe application in the front and two small circles in my back yard. I have a large yard. He did not apply to my entire yard in the front or in the back and he left. My mouth was hanging open when I watched him. That small spreader did not spray wide enough to even cover the area where he rode the machine. In total he barely covered an eighth of my yard and he was gone. I have called Trugreen 8 times and each time I get a different representative. It is impossible to get someone who speaks or understands English. It is absolutely impossible to get in touch with someone in the local office in ***************. The number always rings down to the customer service **** in a different country. It is impossible to speak to a Supervisor because they refuse to let you speak to one. One rep gave me a complaint number#********. She told me she would send someone back to do the entire yard and complete the job properly. Nobody ever showed up! The other **** I spoke to said that number is meaningless because they cannot look up or recognize a complaint number. Still refusing to let me speak to a supervisor or refunding my money. It is unbelievable what I have had to go through just to get my yard application. If rhat tech did that to me, I'm sure he does it to everyone he thinks is not watching.

  

  Business Response

  Date: 04/30/2025

  TruGreen spoke with Ms. ******** 4/29/25 and 4/30/25. TruGreen apologized for her experience, and it is never our intention for someone to be charged for a service that was not fully/properly completed. A specialist returned on 4/28/25 to treat the property, but after reviewing her cameras, Ms. ******** claims the entire property was still not serviced. To resolve, Ms. ******** ang TruGreen agreed to a refund for the lawn application, and Ms. ******** has cancelled and further lawn applications. TruGreen has advised that the refund will be issued back to Ms. ********* original method of payment within 5-7 business days. 

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Tru Green for years with much problems . They actually are a terrible company to work with .They dont do entire lawn if they feel the customer is not home . We have a ring door bell so were able to see they only did small area .This is not the first time they have done this in previous years . This was my first service this year so I cancelled and asked for refund . I prepaid and wanted my card refunded. They said fine to refund but minus my one service . It is a total scam to pay for something they didnt even do .

  

  Business Response

  Date: 04/28/2025

  TruGreen spoke with Mrs. ***** and apologized for her experience. It is never our intention for someone to be charged for a service that wasn't completed. TruGreen has credited the applicaiton that was not completed properly, and a full refund is being issued to Mrs. ****** Mrs. ***** was satisfied with this resolution. 

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ******* *****

  *******************************

  ****************************************

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had TruGreen ************ which I paid YEARLY for a number of Years. I then received notice in ******* 2025 they were coming out to treat lawn. I called to cancel and was told this was part of 2024 service. I noted I did not want anymore service thereafter. Late ******* was called about continuing my service which I note had horrible weed problems that TRUGREEN promises to get rid of for the past few years and still have them. They offered free service to try to regain my service which I noted with pics sent and email that if weeds dont resolve I will not pay for the Service which Agent agreed. On February 26 2025 Trugreen arrived at my property and tried to do a service which I told them to leave I have no contract with them. They are NOW trying to charge me for this year services.

  

  Business Response

  Date: 04/29/2025

  Trugreen reached out to Mr. ******* via phone and email to discuss his concerns. TruGreen apologizes for the unexpected invoices he has received and that he did not see desired results from the service. TruGreen has credited the two invoices totaling $112.00, and Mr. ******* has a zero balance owed. The account was previous cancelled as requested. TruGreen considers this matter resolved.