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

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
• 

  TruGreen

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
• 

  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  TruGreen

  8621 San Mateo Blvd NE Albuquerque, NM 87113

  

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:10/20/2022

  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 was on a TruGreen lawn care program with a pre-paid agreement from 2021. Yesterday TruGreen performed a service that I assumed was still covered under that agreement. It was not until today that I found out that TruGreen actually charged my credit card on file for this service for about $250. Upon a phone call, they explained that I had only pre-paid for 1 year and that this service was outside of this time frame.My complaint here is that TruGreen did not make it clear prior to the service, that this service would be charged separately and how much that service would cost if I didn't cancel. The only notification I got was that service would be performed with no further details.I further want to raise that TruGreen did not contact me when my pre-paid agreement ended to give me the opportunity to renew the pre-paid agreement.In my view, TruGreen's practice to not inform customers about the cost of a service prior to the service is unethical. It's furher unethical to not inform customers at the time a pre-paid agreement ending and that they would continue to be charged a per-service fee.On top of all this, the service provided was "lawn overseeding", which requires temperatures above what we currently have in ***********. Throwing seeds onto the soil at this time of year is ineffective as the temperatures are too cold for the seeds to germinate.

  

  Business Response

  Date: 10/24/2022

  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, educated the customer on continuous service, confirming a refund of $125.50 will be returned to the credit on file within in 3-7 business days due to of the amount of the aeration & overseeding application completed,apologized for any inconvenience caused.
  
  

  Customer Answer

  Date: 10/24/2022

   
  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:10/19/2022

  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 hired TruGreen this summer for my mosquito control and to take care of my lawn. They guaranteed their services. Their mosquito control never worked. Had to continually call to get resprayed but was always told it was too close from their last service. Their lawn care was terrible completely killed my grass and over run by crab grass which they said they treated. I called numerous times to resolve this and never got anywhere. Requested my money back to no prevail. Any contract the company tried to make with me was from a blocked number which I had told them I will not answer calls from blocked numbers. I paid for my entire lawn to be treated which included my pool area. The pool area was never touched all summer long. The last straw was I paid for a fall aeration and over seeding. This of which was the most expensive service. The aeration was done but they never spread a single bit of grass seed. All of which I have on my numerous ring cameras across my property. At this point having paid a lot of money for services that didnt work or they didnt do. I feel the company has stolen from me. I want a full refund.

  

  Business Response

  Date: 11/04/2022

  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 email apologizing for the inconvenience caused, confirming the account has been cancelled/closed, confirming a full refund in the amount of $1245.69 has been processed and will be returned in 3-7 business days due to lack of results
  
  
  

  Customer Answer

  Date: 11/04/2022

   
  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:10/19/2022

  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 don't even have Tru green services. I came home from work to find they accidentally did my lawn for seeding and aeration and not my neighbors. My lawn was destroyed, muddy and a sloppy mess not to mention, drove right over my cement patio. Top it off, I have signs on my back yard gates indicating there are dogs present. They never closed the gate and my dog got loose and went after a neighbor's dog. When I called to request services be repaired to my lawn, I kept getting the runaround, getting transferred and speaking to multiple service agents. They will NOT put you in touch with a manager even when you request it multiple times may I speak to a manger, and they continued to say they will give them the message. I don't understand why they won't help you or put you in touch with someone to help. That isn't a good customer service model. I need them to repair my lawn immediately.

  

  Business Response

  Date: 10/21/2022

  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 non-customers complaint, TruGreen branch service manager, *************************** met with the non-customer at her property. **************** and the non-customer decided to give the lawn an opportunity to dry out so that TruGreen can start making repairs on Monday October 24th.  Repairs will include power washing her patio, tamping any areas needed, adding topsoil and grass seed, reseeding the entire lawn, and completing a fall cleanup for her. TruGreen corporate care will continue to follow up with the non-customer throughout this process.  

• Initial Complaint

  Date:10/19/2022

  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.

  On April 28th 2022 i paid $1295.16 for 7 lawn applications (6 fertilization applications + 1 grub control).I received the following visits and invoices:Application 1: April 28th - $****** (deducted from prepaid total)Application 2: June 15th - ****** (deducted from prepaid total)Application 3: June 15th (grub control) ****** (deducted from prepaid total)Application 4: August 1st - ****** (deducted from prepaid total)Application 6: October 12th - ****** (deducted from prepaid total)The above visits i agree Trugreen arrived and applied the product. I contest the below visit:Application 5: September 14th - invoiced amount - ****** (deducted from prepaid total)I have an issue with the September 14th visit for a few reasons. 1.) I cancelled this visit and the invoice states that no product was applied. The technician set-up a free starter fertilizer 2 days later instead, however, billed me at the non prepaid rate of $******. As a results i ran out of funds and my 7th application was cancelled. 2.) I was also informed that my 7th application would have been cancelled anyway because the sales rep that i ordered my service from failed to charge me taxes in advance. I believe this was done intentionally so that the sale could be closed and the price would appear lower to me. However, in the end my funds would have run out and i would not have gotten my 7th visit. The first issue was a mistake. the 2nd one is a shady business practice used to close business.

  

  Business Response

  Date: 10/25/2022

  A member of the corporate care team reached out to the customer.  We apologized to them for the confusing regarding their account.  The customer called in September to skip an application.  The customer service representative refunded the application, but did not skip the application. It was scheduled and posted as complete by one of our technicians.  The customer would just like to get the last service he paid for. I apologized to the customer, and let him know we would do the application for him and make sure it was at no charge.  I also let the customer know I looked into the initial prepayment amount, and verified the sales representative did give them the correct initial prepay amount.  I let the customer know the next service would be done mid-November.  They were satisfied with the resolution.

  Customer Answer

  Date: 10/28/2022

   
  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:10/18/2022

  Type:Billing 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 recently filed a complaint with the BBB about this company (Trugreen). My case number is *****. I was contacted by Trugreen as a result of my BBB complaint. After researching the issues that was going on with my account I was informed that they had resolved the issues and that I had a zero balance. A couple of weeks later I received another bill stating that I owe this money. As of today, my account is still showing that I have a balance even though I was told that my balance was zero. I received an email from BBB also sharing this information. Is there anyway we can get this resolved?

  

  Business Response

  Date: 11/01/2022

  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 is cancelled/closed, confirming the account balance is at $0,
  
  
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18241610
  
  

  Consumers Original Complaint:
  I have written to you about this company on two previous occasions. The last time I spoke with a representative from TruGreen and we had resolved the issues that I was having with them. Here I am again today with the same issue of them saying that I owe them money when I had prepaid for my services. It appears that no one in this office knows what they are doing when it comes to their accounting practices. I have discussed this issue with at least 12 people in the accounting department and they still can not get this situation correct. They take a look at the account and they say that what I am saying is correct and that they will check it out and call me back and they never do..I just want to be done with this company. I hope you can assist me in this matter.

  Consumers Desired Resolution:
  Store Credit

  

  Business Response

  Date: 01/23/2023

  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, confirming the amount of $278.90 has been waived, leaving the account with a $0 balance
  
  
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  Purchased an annual service paid $686 aeration and seeding was supposed to take place in October ****** Y emailed and said he was on his way never showed up one minute later said service was done again on October 14th ****** said he was on his way over one minute later got email that said service was done he never showed up waited and waited prior to those two incidents when somebody did show up aerated but never seeded property and broke two sprinkler heads called many times to speak to manager was told one would call in 24 hours still have not received a call ****** says he shows up to do the work but never does he is scamming his customers and employer and needs to be held accountable called the local number and got sent to a national call center this has been a nightmare and for this massive inconvenience I deserve a full and complete refund worst service I've ever seen ****** is very dishonest and corrupt unbelievable never seen anything like it

  

  Business Response

  Date: 10/21/2022

  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 ************************* talked to the customer about the service and inconvenience caused,confirming the remaining prepay will be refunded in the amount of $324.18 back to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed
  

  Customer Answer

  Date: 10/22/2022

   
  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:10/18/2022

  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.

  On Friday (10-14-2022) personnel from Trugreen did a scheduled aeration and seeding of my residence lawn.They left a mess of seed all on my curb and the street. They also left an amount of soil plugs on my driveway, all of which I was left to clean up.They 'bumped' my Heat pump compressor and pad and moved it about 40 degrees from its location. They made no attempt to correct this or even to notify me that had damaged my property,I started trying to contact the 'service' by phone on Mon and found out that they never answer the phone - it is transferred to ***** and those people were no help. I tried all day Monday and started back at 9 AM this morning (Tue) In between the transferred calls to ***** I did manage to reach someone in ** - Three emails have been sent by their *** contacts to the local office in an attempt to have them call me - no one calls. They want your money and then deliver really awful service and refuse to return calls or contact their 'customers'.

  

  Business Response

  Date: 10/21/2022

  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 company who installed the heat pump came out to perform a diagnostic check, and reset the pad, confirming there was no damage to the unit and the company waived the cost of $89 to the customer, confirming **************************** with the customer
  
  
  
  
  

  Customer Answer

  Date: 10/21/2022

   
  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:10/17/2022

  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 paid for several months of service to get my lawn taken care of anf it was looking great. Then on September 29th Trugreen did a treatment causing my entire lawn (including new growth) to die and turn brown. I have called them over 15 times (they say they only have 6 of them documented) and they keep telling me they will send a supervisor out to do a walk around the property on a certain date. I take that day off and they show up a day early or a day late. Today I was told by 2 different people that they would be here between 1-6. Now I'm being told it's tomorrow. I can't take any more days off work!! I called corporate and they said a GM is "calling you right now"....I never heard from anyone.

  

  Business Response

  Date: 10/21/2022

  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 service manager ********************************* visited the lawn for a property analysis, confirming the service manager educated the customer with their concerns with brown spots,confirming customer ****************************.
  

• Initial Complaint

  Date:10/17/2022

  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.

  We signed up for trugreen service and had a few treatments completed. We were told after several treatments that the weed killed needed for the weeds in our lawn was banned in CA. Had we known this, we wouldn't have signed up. Even worse, after the last treatment our lawn and tree in our front yard died. I called to have the service cancelled and ask to speak with a manager about our ruined landscaping in September. A manager has not called me as requested, but a sales rep called my husband (who has a traumatic brain injury) and told him they could send someone out to look at the damage, and they would replace our lawn if they couldn't fix it. Not only was this an outright lie, but as of October 10th they signed him up for a new agreement that he didn't want or authorize. I called to cancel this new agreement and was told that we had to have a "Sr. Specialist" come out to analyze our soil, etc. to which I promptly refused. I am told the only person I can escalate this to is the "local branch" who either doesn't exist or doesn't care as I have been requesting to speak with someone for weeks. I am livid because not only did they kill our landscaping but they took advantage of my disabled husband. This is a highly unethical company.

  

  Business Response

  Date: 10/21/2022

  A member of our local management team contacted the customer and discussed the service they received.  The manager agreed to refund the customer for all service received and cancel their service.  We have also placed the customer on our internal do not contact list, which should stop any sales type phone calls.

• Initial Complaint

  Date:10/17/2022

  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.

  After exhausting every avenue to resolve this issue, I please need help with this company. My lawn is just about all dead. The lawn needs to be replaced, it's not coming back. The problem started in June 2022, I have called at least 6-7 times and sent emails and have even gone to the local branch and spoke with the Service Manager, and he said that someone would be out Monday, August 22. No show, just sent the same tech, who told me he didn't know what was wrong. The technician assigned to my property was changed in June about the time this started. My lawn slowly stated dying in June and steady since then. There is something killing my lawn, this has been going on since my June treatment. I have been more than patient for this issue to be resolved. I have been a customer for well over 10 years, and the customer service has been horrible. I feel that my lawn should be replaced. Please any help would be greatly appreciated. I'm getting no where with this company, the people that answer the phone just take messages and say a general manager will call back and no one every calls back, and they keep sending the technician out to treat the lawn like nothings wrong. I just want my sod replaced, and have my yard back,

  

  Business Response

  Date: 10/24/2022

  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 service manager *************************** went to inspect the lawn, confirming there was no chinch bug activity, confirming there was some root rot and fungus present, confirming the customer will refunded $500 to get a pallet of sod and some sand, the refund should take ***** days, confirming by adding red sand the damage areas will mostly fill in on its own, confirming if issues arise the customer is welcome to contact the service manager by phone