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

  
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  TruGreen

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
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  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 Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  

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:10/25/2022

  Type:Product 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.

  19 Aug - 25 Oct 2022 1. TruGreen (**) is billing me $315 a month for ****** sq ft and my acreage is much less than ***** sq ft... or 2 acres. I have the ** land survey map attached (lots 5A and 5D; it is two acres, they should still subtract sqft for house, driveway/parking). I have made requests to have yard remeasured with no luck.2. The continuous failure to complete the entire yard (starting long before Aug 2022). I have met with multiple yard techs who didn't know to do the whole yard, or they only do lot 5A and not the rest, or whatever else. Furthermore, I have RING cameras that show the yard techs and what they do, don't do, what time they arrive and depart. I have spoken to multiple customer svc reps and yard techs and it's still not fixed. These techs have also made notes and nothing has changed.3. Weed control was used within a few days of me cancelling the next service; I personally aerated and overseeded both acres (19/20 Aug). This cancellation was done thru the the ** app on 22 Aug. ** support suggested NOT doing to the service, I agreed, but they completed the service a few days later on accident (25th Aug) .4. Repeated/continuous "reservicing" throughout the year and at least two reservicings that are still outstanding as of 25 Oct. Throughout the year they have tried; they have sent techs and have completed reservicings... however, as of now they haven't reserviced due to wrong chemical set-*** or wrong information for our yard or whatever their reasons. Repeat/recur issue here and I'd venture the previous year I used ** w/o ring cameras they failed then too 5. The most recent "your ** specialist was unable to perform your free service" was 13 Oct 2022 and I was errantly billed $337. I have not received the refund as of yet (today, **************** a 2nd claim to get the refund)6. The continued waste of our time, resources, money. We keep getting pushed back and put on hold and nothing is changing for the better.

  

  Business Response

  Date: 11/10/2022

  A member of the corporate care team spoke with the customer. We apologized to him for the experience he had with us.  We discussed the concerns he had and how the service should work.  The general manager has agreed to reimburse the customer the $2500 he requested, and the customer's account was canceled when he spoke with customer service yesterday.  The corporate care team will follow up with the customer in a couple of weeks to make sure he receives the reimbursement check.

  Customer Answer

  Date: 11/10/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2022

  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.

  TrueGreen has repeatedly signed me up for a service that I did not order, despite promising *not* to do that to me anymore. The last time they did it was a month ago. The bill for those services was already in transit as I received it the following day. When I inquired about it (from the on-site person) he said it was "in the contract I signed".TrueGreen has promised *not* to hang materials on my front door (they offered an electronic solution as an alternative). This is a security exposure when this is done, as it "advertises" our absence from the premises. They have recently resumed the practice.I have contacted TrueGreen customer support repeatedly, and have been promised a call back within 48 hours. Despite the promises, this has never been done. I contacted them multiple times after the 48 hour wait. I have asked that these issues be escalated to a manager to call me back. I did get an email response to say that it was turned over to the branch manager, who would call me back (with 24 - 48 hours). There has been no response back to that.Last year, I did order the aeration and seeding service --but they did not seed. So, of course, I did not order it again. Several years ago, they did this without permission and did a great deal of damage to the sod plugs that had been installed. Again, they claimed without proof that it was "in the contract".I don't understand how this could be so difficult to get a manager to resolve.

  

  Business Response

  Date: 11/09/2022

  A member of the corporate care team has been in touch with this customer.  We apologized for the issues they had with the service.  We were able to coordinate a visit to the customer's property with the local management team next Tuesday.  The corporate care team will continue to follow up with the customer to ensure **************************** with the manager's evaluation and plan for the property.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18312777
  
  I am rejecting this response because this is not (yet) a resolution to the problems.  It is a positive movement, that has taken a long time in the making, but so far is just an appointment to meet with someone on site at the service location.

  After that meeting occurs, I may be able to comment on whether there has been a resolution to come out of that **********************************************************

  

  Business Response

  Date: 11/16/2022

  A member of our local management team met with this customer on his property yesterday.  An evaluation of the lawn was done while he was there.  He told the customer he would make sure to address where the technicians leave the service summaries after each service and he would address the additional unauthorized services.  The manager gave the customer his contact information in case anything else is needed.  The customer was satisfied with this visit, and nothing else is needed at this time.

• Initial Complaint

  Date:10/25/2022

  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 purchased a 1 year plan in August of 2021. Over the months I noticed no visible difference in my lawn and in fact, by June of 2022 it was much much worse. I tried many, many times to contact customer service . I left message after message explaining my issue and asking for a manager to call me....Months went by and no-one called me back. I finally threatend to call an attorney and the BBB and miraculously someone called my the next day, The manager (******) from a local branch came out 2 weeks later, after I called to remind him because he missed his first appointment. His words after seeing my yard were "Wow, this is really bad". One more thing I would like too mention is that in June, they started charging me again, even though I had a paid contract through August. ****** assured my that he would take care of everything. That I would absolutely be reimbursed for the extra months I had been charged and he would do everything possible to get an additional reimbursement for the amount I had originally paid for the year contract. I was suddenly getting phone calls daily from people at TrueGreen asking for updates and once I told them ****** had been out and said he was taking care of it, the phone calls stopped. As did the communication from ******. I have as of today, had no reimbursements made. I have left multiple messages for ****** and have not had a returned call. This company definitely ripped me off. A total of close to $1400.

  

  Business Response

  Date: 11/10/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly confirming the general manager ********************* has tried to contact the customer by phone with no success, leaving detailed voicemail messages, confirming the customer received refunds for a total of $212.84, confirming site inspections were completed from a highly seasoned and knowledgeable service manager, confirming the account has been cancelled/closed
  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18311288
  
  I am rejecting this response because: I have told Trugreen over and over that I would not be satisfied unless I received a partial refund from the original ******* I paid in August 2021.  My lawn was a disaster when my original contract was up.  In my opinion I did not receive a satisfactory outcome, indeed my lawn looked much worse than when they started.  The ****** they refunded me was for OVERCHARGES, not from the original *******.  I do not wish to speak with them any more because they only make excuses for why the lawn looked like it did, and they always tell me it's because of something I did/didn't do.  

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

  

  Business Response

  Date: 11/28/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly by confirming the general manager ********************* has confirmed the customer has been issued a refund of $212.84, the refund was from three services already completed on the property, confirming the customer made one call prior to August reporting weeds and requesting a reservice, confirming the general manager visited the property on 08/29/2022,confirming the lawn was extremely dry and showed signs of heat stress, the customer confirmed their watering methods were once a week due to selling of their home,confirming watering must be more frequent, the general manager shared new smart watering controllers for sprinklers and helpful watering methods, confirming no additional funds are needed for the customer

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18311288
  
  I am rejecting this response because: Its complete BS.  I called 5 times before ****** came out.  He never said anything about watering.  It has become apparent that TrueGreen is not willing to take responsibility for the lack of service and the fact that I was COMPLETELY ignored and BLAMED for the the poor service I received.

  They say I didn't call, but if they go back and look at transcripts they will find out how many times I did call and leave messages for someone to contact me back.

  I will not accept their response because it is a lie
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/06/2022

  The damage to her lawn is not caused by TruGreen and the ** will not refund any more monies to the customer

• Initial Complaint

  Date:10/25/2022

  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 moved into a new home in June 2022. Seeing the lawn needed attention I called a few companies and decided to go with TruGreen. I prepaid $816.62 and was told I would get multiple services in June, July, August, September and October and then would receive the additional services in 2023. They came out in June and August only. I did not receive service in July and September though I was told multiple times I would. I called multiple times requesting service that I paid for and was told they are low on employees and doing the best they can. When they came for the second application in August I shared my concerns that they were not following through with what I was promised and that I dont believe the gap in applications are actually fixing the weed problem with my lawn. They agreed to come back out as I was unhappy with the service and provide a free application as this is a guarantee they provide. This never happened. I received multiple calls and even had a sales rep come to my house trying to sell me tree service. I shared that I would not do this until the lawn application is completed. Oct. 2022 I called requesting to speak with a supervisor. Oct. 25 received a call from a ***** at the ******** location stating they would not refund the full $816.62 only the remaining services of $529.03. I feel I have been taken advantage of and the services that I was promised and few that were provided didn't actually work. When I asked to speak with a supervisor ***** stated she would put a request with no time estimate. I am requesting a full refund.

  

  Business Response

  Date: 10/26/2022

  A member of the corporate care teach reached out to this customer.  We apologized for the experience they had with Trugreen.  We let the customer know the refund for the un-used portion of their prepayment was already in process, and he should receive that in the next day or so.  We let him know we would start the process to refund him for the services completed.  We let him know it can take 5-7 business days for the refund to process, and a member of the corporate care team will follow up in a week to make sure he receives it.

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  Contacted TG on 10/4/22- Explained our lawn was completely ruined by the last application. Lawn was burnt, weeds everywhere, **** growing out of control.Spend two 10 hour days waiting for the promised tech to arrive-never showed.When tech did show told us we had a grub problem-we stated tru green treated for grubs/he stated treatments don't work. I asked for refund for remaining services.Spoke with ******** on 10/4 she stated she issued a credit for the last treatment in the amount of $91.42 NEVER RECEIVED remaining $ owed from lawn and ************ services = $340.50 -they did credit me $328.34 a short of $12.16.to date I have received correspondence in over 25 emails- no one knows what they are doing. I got the credit pricing directly from customer service reps and have all documentation to prove these conversations.I am so tired of trying to resolve this I figured I would give BBB a try. Balance owed us according to TRU GREEN is $103.58. The last email I received told me to check with my credit card to see why they haven't posted the credit due me-I asked for proof (copy of their credit) because if it did not post to my **************** account, it is because it was never issued.Wasted time-dealing with the most incompetent people - I believe they are hoping you will just disappear.Once I forward this complaint I am moving on to the AG's office in MA - no one should have to deal with this.Attached are a small sampling of correspondence with CS reps at TRU GREEN- all total waste of my time.

  

  Business Response

  Date: 10/26/2022

  RESPONSE: 
  Thank you for your feedback. 
  TRUGREEN appreciates the time taken to provide us with your concerns. 
  TRUGREEN apologizes for the concerns you have expressed, and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers, expect.  
  
  In review of the customers inactive account, a refund has been entered in the amount of $77.71 and the customers account has been canceled.  

  Customer Answer

  Date: 10/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising 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.

  Spring 2022 signed and paid in full for service.Made 11 phone calls complaining lawn was getting weedier and requesting my money back if they couldn't fix lawn. Assured over and over it would be fixed with free treatments. Placed 4 more calls. Told a manager would call. No calls. Placed 2 more calls. Said a manager would be sent out. Manager sent someone else out. He stated he had to check the account address twice because he couldn't believe how bad the lawn looked and said he would be embarrassed to put his flag in my lawn, that Trugreen had very obviously fallen down on the job and that he was sorry. It is now 10/21. My lawn has had more "treatments" and I have 39 dandelions, oxalis in *************, creeping ******* from my curb to my front door, and from my driveway to my fence, and something that looks like lettuce as well as a few thistles. There is absolutely NO POSSIBILITY this can be fixed before snow flies. Whatever they were spraying on my lawn was NOT weed killer since the tech accidentally sprayed my annuals and those didnt turn brown or die. I called again to complain and once again they tried to fob me off on waiting for a return call from a "manager". I told them I want a full refund because I have spent HOURS each month complaining ALL season with no result other than a complete run around with customer service and empty promises. I have been patient enough. I want and deserve a FULL refund. And dont think for 1 minute that I will continue service next year. Consider my account as canceled.

  

  Business Response

  Date: 10/26/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly by confirming the account has been cancelled/closed, confirming a full refund in the amount of $351.67 has been processed and set to be returned to the credit card on file within 3-7 business days, apologizing for any inconvenience caused
  
  

• Initial Complaint

  Date:10/21/2022

  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.

  9/24 Was the day my yard was serviced according to the last email I received for service. I laid the sod 2 years ago with Zoyia grass. 40 pallets. Big yard and was Beautiful. Brand New Sprinkler system installed with the grass. Water is not the issue. 3 days after the service 9/27 my yard started to die in exactly 10 spots which I thought was weird to be spotty. 10/21 - Today - Almost ALL of my grass is DEAD. I have been calling and being promised someone would call - NO ONE but a very nice lady in the midwest answering the phone for complaints called me on 10/13 and promised someone would call tomorrow. NO CALL until today 10/21. I have left NOTES "Supposedly" on my account for someone to call me and schedule a time since I started the service so I could meet them there to talk about what they are trying to do with the yard and why? I have a job so I can't wait for the 4 hour window that is sent out. NEVER A CALL! 50/50 if they left a note explaining what they are spraying on my yard. I'm a 2 time disappointed customer but this time you have ruined my yard. I have plenty of pictures before and after. i received a call this morning and I have a scheduled meeting at 3:00 this Wednesday and I invite all of the Management team to leave their desk and come see what's really being done and let's see if you can do the right thing. Accident's happen but running from the problem, and making it so hard to get a hold of someone is NOT the right thing. Someone should have been out the first day I called. You do a lot of jobs in my neighborhood and someone is ALWAYS in this area. Again Accident's happen and I believe very strongly that the technician MUST have sprayed the wrong mix on my grass by accident. I look forward to our meeting 10/26 @ 3:00 and hope we can make this right. Sincerely

  

  Business Response

  Date: 10/28/2022

  RESPONSE: 
  Thank you for your feedback. 
  TRUGREEN appreciates the time taken to provide us with your concerns. 
  TRUGREEN apologizes for the concerns you have expressed, and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers, expect.  
  
  In review of the customers inactive account, a refund has been entered in the amount of $156.72 back to card ending in #****. 

• Initial Complaint

  Date:10/21/2022

  Type:Product 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 was charged $200 dollars for services I did not receive. I called TruGreen to refund my money to my account. I was told by the representative that my refund will take 7 to 10 business days to return to my account. It only took TruGreen 1 day to take money that was not authorized to withdraw from my account. The supervisor was not helpful and I was told by the supervisor no one else can help. I will no longer use this service.

  

  Business Response

  Date: 10/27/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly confirming the account has been cancelled/closed, a refund for $196.45 has been processed and will be returned to the credit card on file within the next 3-7 business days,
  

• Initial Complaint

  Date:10/21/2022

  Type:Customer Service 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 have been with them since ****. They are to give me 4 treatments per year. They did not come out a couple of times plus on the second visit they did not complete the service like they were supposed too. The service guy did not know I was at home and sat behind my shed and smoked cigarettes and acted like they did my service. I called them and told them and they gave me a free service. They never showed for that free service and I called and told them. They said they were sorry and gave me another free service. The last 3 times they were to come out...they never showed. I waited each time.

  

  Business Response

  Date: 11/10/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers active account, corporate customer care contacted the customer directly confirming the general manager talked to the customer, apologized for any inconvenience caused, confirming the customer was treated on 11/04/22, confirmed customer ****************************, confirming the customer prepaid for the upcoming season of 2023,
  
  
  
  
  

• Initial Complaint

  Date:10/20/2022

  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 contacted Tru Green **************** on Wed., Oct. 19, 2022 to cancel my lawn service plan. I spoke to a **************** Representative named ******. ****** apologized profusely for my experience with Tru Green poor customer service and lawn care service. However, I still advised her that I wanted to cancel my service. ****** advised me that she would cancel the service including providing with a cancellation confirmation number. I didn't have anything to write with, so I requested that the confirmation be sent via email. ****** confirmed my email and advised me that she would email the cancellation confirmation notice. I never received the cancellation notice. I just called Tru Green ****************. I spoke to a gentleman that refused to provide with the details and/or advised me that I need to complete an intake form to speak to a supervisor. That's not true because I called a few weeks ago and was advised that a Supervisor would call back within 48 hours. To date, a Tru Green Manager or **************** Supervisor Rep never returned my call. Tru Green lawn service came with a 100% customer **************************** guarantee. I was advised that I could cancel the service at any time. The customer service is horrible. The Service Tech applied weed control on a reservice call when the service called for a different treatment to turn grass green to get rid of bald spots and/or brown spots in lawn. I requested that a Senior Tech come out to my property to assess the problem. However, Tru Green sent the same Service Tech to my property with less than 2yrs of service per the Service Tech's own admission. At this time, I just want confirmation notice that my lawn service with Tru Green has been cancelled.

  

  Business Response

  Date: 10/25/2022

  RESPONSE: 
  Thank you for your feedback. 
  TRUGREEN appreciates the time taken to provide us with your concerns. 
  TRUGREEN apologizes for the concerns you have expressed, and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers, expect.  
  
  In review of the customers inactive account, the customers account has been canceled and the customer has been provided a confirmation number ****** for their records.   

  Customer Answer

  Date: 10/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************