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 Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  
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  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:04/03/2025

  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.

  My. Wife got True-green to do the lawn this year to help me out. Have 1 acre lot. Thanked her. But have got more weeds than ever in my yard. Was here when they came to put lime on yard. Truck was here for about 10 minutes. They notified me my treatment was done. Called told them about the weeds being so bad and that they could not put lime on an acre lot in ten minutes. If they could I need to hire the workers to do some work for me. They agreed to retreat my lawn. Came our to treat it, which was weeds only. Sprayed my front yard only which is only about 1/3 of my total yard. Told him I thought it was for my total yard. Showed him the back yard. Try to spray it,but could not get his sprayer to work. When he had finished the front lawn asked him if it looked like it had been treated. All he said is I'm not going to lie. He also told me would be back to treat back yard. Got an email say there pretreatment of my yard was done. Told him I didn't expect my lawn to be weed free the first year but did expect some improvements.

  

  Business Response

  Date: 04/10/2025

  TruGreen spoke with Mr. ******* 4/10/25 and apologized for his concerns with the service and results. TruGreen confirmed with Mr. ******* that the backyard is included in the service and should be treated. TruGreen advised Mr. ******* that we offer free reservices if he has concerns between applications. A return visit was completed for the backyard weeds to be treated and lime application to be applied to the entire lawn on 4/8/25, but Mr. ******* does not see any lime in the backyard. We will return within 3 business days to apply lime in the backyard and follow up with Mr. ******* in 10 days to see if the weeds in the back are dying or if a reservice is needed. TruGreen will stay in contact with Mr. ******* until the matter is fully resolved but considers this matter with the BBB resolved at this time. Thank you. 

• Initial Complaint

  Date:04/03/2025

  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.

  They didn't even want to try because they couldn't give any kind of confidence that their weed treatments would even work on 50% or more of the weeds in my yard. I told them I would put a bad review and the guy didn't care. He also said they don't do any type of refunds or credit or warranty if the work turns out bad. Truscam more like it? Over 500$ a year and not even a 50% guarentee and no warranty. Lousy way to do business.

  

  Business Response

  Date: 04/04/2025

  TruGreen called and left a voicemail for Mr. ****** on 4/4/25. TruGreen was not able to locate an account for Mr. ******* TruGreen emailed Mr. ****** to better understand his concerns since we do not have a record of an account. One of the benefits with our company is that TruGreen does offer a healthy lawn guarantee that we will come back out in between the billable services at no charge to address any concerns. If the decline of a customer's lawn is something we caused we will fix it at no expense to the customer. If the customer requests a refund and the matter is our fault, TruGreen will issue a refund. TruGreen also processes refunds as a good faith gesture while trying to resolve a customer's concern. It is never **********************'s intent to expect any customer to pay for services if the expected results are not there or if the customer is unhappy with our efforts. ********************** considers this matter resolved. 

  Customer Answer

  Date: 04/17/2025

  They claimed they would reach out to fix the problem bit they didn't. They were trying to cheat the system to close out complaints not fixed 

  Customer Answer

  Date: 04/18/2025

   
  

  From the CONSUMER:

  Sent 4/17/2025 8:19:47 PM

  They claimed they would reach out to fix the problem bit they didn't. They were trying to cheat the system to close out complaints not fixed 

  

  Business Response

  Date: 04/18/2025

  TruGreen corporate spoke with Mr. ****** and the local TruGreen franchise. The TruGreen franchise has advised that they serviced Mr. ****** in 2022 and were unable to meet his expectations. The franchise has made the decision to decline to service Mr. ******** property. TruGreen reserves the right to refuse service as they deem warranted. Mr. ****** is welcome to contact the franchise directly at ************. TruGreen understands that Mr. ****** does not agree with this decision. However, this is the final decision, and TruGreen considers this matter resolved. 

  

  Business Response

  Date: 04/18/2025

  Mr. ****** told TruGreen corporate that he will continue to decline the resolution and post bad reviews with hopes of effecting TruGreen's rating. He feels that as long as post negatively, the company is effective negatively. Please close the complaint that the business responded and the customer doesn't accept the offer. There is no further action needed. 

  

  Business Response

  Date: 04/18/2025

  Mr. ****** told TruGreen corporate that he will continue to decline the resolution and post bad reviews with hopes of effecting TruGreen's rating. He feels that as long as post negatively, the company is effective negatively. Please close the complaint that the business responded and the customer doesn't accept the offer. There is no further action needed.

  Customer Answer

  Date: 04/18/2025

  They didn't fix the issue at all

• Initial Complaint

  Date:04/02/2025

  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 have had Trugreen service my lawn for almost a decade. Year after year it's the same thing. You have to reach out to them though a customer service chat that isn't based locally. They appear to care about your dispute and by the time it reaches the Cincinnati branch of Trugreen it never gets addressed. I refuse to pay the whole year in advance because they skip 4 months and in December give you 4 treatments because they feel obligated under the contract. It was scheduled for today and they never showed up. For no particular reason. Trugreen is the worst company I have ever dealt with. I would not even recommend them to my enemies let alone any of my friends or neighbors. They are impossible to get ahold of. **************** is an absolute waste of time.

  

  Business Response

  Date: 04/11/2025

  TruGreen corporate and branch general manager contacted Mr. ******* and apologized for his experience. It is never our intention for someone to feel as though we are avoiding servicing them. TruGreen has completed his application on 4/10/25 and confirmed with Mr. ******* that it was completed. 

• Initial Complaint

  Date:04/01/2025

  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.

  There have been multiple occasions that they show up and ring doorbell and never service our lawn. I get a text showing my service is complete and even says they talked to me and they never did. I have multiple video cameras showing this. They have been doing this for months and just now realizing that they are faking a service. I want a refund.

  

  Business Response

  Date: 04/03/2025

  TruGreen spoke with Ms. ***** on 4/2/25 and apologized for the concerns she experienced with the two applications this year. It is never our intention for someone to be charged for a service that was not completed, and we will ensure this matter is ingestigated and addressed internally accordingly. TruGreen agreed to credit the two applications from 2025 due to the concerns she expressed. Ms. ***** offered to send video from the two visits, but the file sizes were too big to send. Ms. ***** has been advised that she should expect to receive a refund for the two applications and the remainder of her prepayment within 7 business days. 

• Initial Complaint

  Date:03/31/2025

  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 have asked to be on the DO NOT CALL list twice after I received their service. I do not owe money. They keep calling me to sign up. I cannot afford to use their service anymore. They continue to harass me even after I've asked to be put on the no call list twice.

  

  Business Response

  Date: 04/01/2025

  TruGreen attempted to reach Mr. ******************** 4/1/25 via phone and email. TruGreen apologizes Mr. ********************** experience with TruGreen. It is never our intention to inconvenience or overwhelm someone with calls. Our records indicate that a sales inquiry was filled out/opened on 3/7/25. We have cancelled the sales inquiry, and Mr. ******************** was added to the do not call list yesterday. TruGreen apologizes if he had requested to be added to the do not contact list previously. TruGreen has advised that it can take up to 30 days for all calls to stop, but the local sales team has been advised to remove Mr. ********************** information from their calling material as soon as possible to try to help expedite the process. Thank you. 

• Initial Complaint

  Date:03/31/2025

  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.

  ******** TruGreen Billed my credit card for services I cancelled within 20 minutes of the original web form entry. The cancellation number is ********** issued by ****** on 3/27/2025 at 10:09 am PDT.The invoice was still submitted to my credit card and cleared the bank this morning; 3/31/2025.TruGreen insists that the payment can not be refunded until 3-5 business days have passed.I believe they had the option to cancel the credit card payment request.. if they had acted when I called to cancel.

  

  Business Response

  Date: 04/01/2025

  TruGreen called and spoke with Ms. ***** on 4/1/25 and apologized for the issues she encountered while trying to receive her refund that she prepaid and processed on our website on 3/27/25. It is never TruGreen's intent to have any customer or non-customer to feel as we are avoiding their concerns or do not have a sense of urgency. TruGreen did suggest that she reach out to her banking institution to confirm whether they can resolve this matter sooner. Ms. ***** stated that she prefers resolving this matter with TruGreen since TruGreen is in receipt of her funds. TruGreen apologized to Ms. ***** about the 3 days waiting period policy on credit card payments to ensure that we are in receipt of the funds. TruGreen processed the refund on 4/1/25 in the amount of $450.60. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 04/02/2025

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

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

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

  *******, WA 99224

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  In April 2024 I signed up for lawn treatment. I paid $886.54. It was a rough start but I assumed it was the sales ****** being new. The first ****** that came said he would be my technician from then on. He also told me that I was over charged as a good portion of my back yard was just *****. I communicated this with the branch manager ****** ****. He assured me he would come by take a look and adjust the pricing. He never came. Through out the period I reached out to him multiple times, left voice messages other than promise to come take a look he never made an attempt to correct any concerns.The year ended and my emails and texts made it clear I was unhappy. In February I got a text about a technician coming by to do something. Again I reached out to ****** **** asking why I am getting this text. He never responded and a tech came and did something.I assumed since I paid for a year until I got an invoice from them. Once again I called, texted and emailed ****** ****. He did not respond, but I kept calling. He acknowledged he remembered me but really was not clear about doing anything.I started getting calls. I told the **** the whole thing and one said she would be happy to cancel the account and take my payment. I kept telling her I would not pay for something I never agreed to. Eventually last week I spoke to someone that informed me that I agreed to be on a continuous contract. It would just roll over until I stopped. Again - I retell the story for the 5th or 6th time. I had told her I was recording the call. She talks to a supervisor and comes back and tells me they are canceling the ************* I get another call from them saying I owe them money.I am fed up with the bullying and the underhanded way they do business. They send a different tech out every single time and the techs say - I don't know I am just...Please help.

  

  Business Response

  Date: 04/02/2025

  TruGreen called and left a voicemail for *** ****** on 4/1/25 and 4/2/25 with no response. TruGreen also sent *** ****** an email on 4/2/25 apologizing for her customer service experience. ********************** completed the annual lime treatment on 2/7/25. *** ****** contacted TruGreen on 2/10/25 to request that we make sure to knock on the door before any services are rendered. *** ****** contacted TruGreen on 3/10/25 to cancel the service due to unhappy with the services. Our records indicate we spoke with *** on 3/28/25 and processed the credit for the service that was completed on 2/7/25. It is never the intent of TruGreen to have a customer or non-customer to feel as if we are avoiding assisting. TruGreen did notice a few missed opportunities to resolve this matter and has taken the necessary steps internally to ensure our procedure of unauthorized service is followed. TruGreen considers this matter resolved.

• Initial Complaint

  Date:03/28/2025

  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 had service with TruGreen and the last 2 times they service my yard I called them and informed them that their service is not providing the results as well as the person they keep sending to my house do not service the whole yard especially when I know that they cannot go to the back yard due to the gate being locked. I also requested to schedule a service where I'm home so I can show them my concerns and it never happen. So I cancel the service and they charge me anyway and when I refuse to pay for it they sent it to collection, and I do not want my credit to go bad so I had no choice but to pay for it. My issue is that they do not stand behind their service and charge me for something that they are not doing.

  

  Business Response

  Date: 04/01/2025

  TruGreen called and left a voicemail as well as sent Ms. ***** an email apologizing surrounding the issues she encountered while trying to cancel her service. It is never TruGreen's intent to expect any customer to pay for a service if their expectation is for it to be rendered at no charge. TruGreen did identify some missed opportunities in our process when Ms. ***** called in disputing the service charge and request to cancel. TruGreen has addressed this internally. As a good faith gesture, TruGreen has processed a refund in the amount of $56.95. TruGreen considers this matter resolved.

  Customer Answer

  Date: 04/05/2025

  I did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.

   

  Customer Answer

  Date: 04/08/2025

   
  

  From the CONSUMER:

  Sent 4/5/2025 9:03:25 AM

  Read by **************** on 4/8/2025 2:11:53 PM

  I did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.

   

  

  Business Response

  Date: 04/08/2025

  TruGreen called and left a voicemail as well as sent Ms. ***** an email on 4/4/25. TruGreen apologized that her refund in the amount of $56.95 was declined by her banking institution on 4/2/25. TruGreen advised Ms. ***** that we mailed her a check on 4/3/25 in the amount of $56.95. TruGreen also set the proper expectation to allow 7-10 business days to receive these funds. TruGreen called and spoke with Ms. ***** on 4/8/25 and updated her as well. TruGreen considers this matter resolved.  

• Initial Complaint

  Date:03/27/2025

  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.

  Initial service on 3 11 2025 was told by tech week of 3 25 2025 would be regular service. Aeration was done on 3 17 2025, was not told this was a service that was nearly $300. App showed next service week of 3 25 2025, then moved to 3 27 2025 now shows *********. Called and was told the schedule was "wrong" on the app and is now correct. I have been home 2 days this week waiting on someone so my dog won't be out when someone shows up, call center staff are RUDE and don't know anything. Schedule changes with no notice except the day before service. Not happy at all and will be looking for a smaller ************* to use. Yard has been aerated, is a muddy mess and plugs left to dry are a trip hazard for a disabled person that has issues walking as it is.

  

  Business Response

  Date: 04/01/2025

  TruGreen spoke with Mrs. ***** on 3/28/25 and apologized for the concerns she was experiencing with the schedule date changing. It is never our intention for someone to feel as though we are avoiding servicing them. The app/online account system shows schedule dates with a note below stating "Date is subject to change unless confirmed". The customer has the option to "Confirm Date" or "Reschedule" the application. Without confirming, the schedule date may be changed up until when the schedule is finalized the day before the service and our pre-service notifications are sent out. Mrs. ***** has been advised to utilize the "Confirm Date" button in the future if she sees a date that works for her schedule in the app. TruGreen confirmed with Mrs. ***** the application was completed on 3/31/25 and there was nothing further we could assist her with at this time. 

• Initial Complaint

  Date:03/26/2025

  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.

  A trugreen representative enter our community that has a clearly displayed no solicitation sign. The representative came onto my property and left sales materials. I do not appreciate the disturbance of our private community.

  

  Business Response

  Date: 03/31/2025

  TruGreen called and spoke with *** ******* on 3/27/25. TruGreen apologized to *** ******* and assured him that we follow all Do Not Solicit guidelines. TruGreen takes it very seriously if any of our associates violate our company's procedure concerning this. TruGreen has placed *** ********* information on our internal Do not Contact portal to ensure that we do not knock on his door. TruGreen did advise *** ******* it could take up to 30 days for all information be updated in our system. TruGreen has addressed resolved this matter internally. TruGreen considers this matter resolved.  

  Customer Answer

  Date: 04/01/2025

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

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

  20382 Minuet Pl

  ******, FL 34293