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 Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
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  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  

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:10/14/2022

  Type:Customer Service 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.

  An employee, ******, was trespassing on our property. She gave us a free lawn assessment as a courtesy. The note she left on our door stated that she walked around our property and gave us customized notes about what type of landscaping services TruGreen could provide us. The problem is that she did this without any permission to be on our property. Its called trespassing and its against the law.

  

  Business Response

  Date: 10/27/2022

  RESPONSE: 
  Thank you for your feedback. 
  TRUGREEN appreciates the time taken to provide your concerns.  
  TRUGREEN apologizes for the concerns expressed, and any inconvenience, discomfort, or offense that *** have been experienced; that is not the level of performance and customer service **********************, and our customers, expect. 
  The customers' contact information has been placed in our DO NOT CONTACT queue for Do Not Phone, Do Not Email, Do Not Mail, Do Not Knock, Do Not Text, Do Not Upsell, and Do Not Solicit. 
  The customer can expect: 
  - phone calls to cease within 30 days. 
  - emails to cease within 3 days 
  - regular mail to cease within 4-6 weeks.  

  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:10/14/2022

  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've gone through all recommended treatments in the plan. Weed, lime, aeration, retreat of each..and still the same crabgrass and weed issue! Emailed the company for a manager to come out but not getting the help. It's been over 4 months and no improvements, I'm furious! I explained thoroughly what I needed when I set it up.

  

  Business Response

  Date: 10/27/2022

  A member of the corporate care team reached out to the customer. I apologized for the experience she had.  I had a member of the local management team do a property visit.  The customer did not have a good meeting with our manager.  I apologized to her. We discussed how the timeframe when she started service with us affected the results she is currently seeing, the program she is set up for, and basic the basic agronomics for her area and turf type.  The customer was satisfied with our conversation. I will follow up with the customer in about a month to see how things are going, and she will contact corporate if she has any issues in the future. 

  Customer Answer

  Date: 10/27/2022

   
  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:10/14/2022

  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.

  I was using TruGreen to treat my (centipede) lawn from Aug. 2021 to May 2022 when large patches totaling **** sq. feet of my lawn started dying. I called **************** in late May to make a complaint about the damage and cancel any future services. The *********************** contacted me through an email and I emailed pictures of the dead patches of lawn to them.A few days later ************* sent someone to my house, who offered to do a free aeration/seeding with fescue in September. I declined the offer and told him I had obtained quotes from 2 landscaping companies to fix the mess theyd made of my yard. Upon request, I emailed both quotes to Corporate. The next day, they replied to me they have forwarded the quotes and my complaint to the local branch, saying the branch would get in touch about how to move forward. After 2 weeks of no response, I sent a follow up email to *************. In the meantime, I sent a soil sample to a university lab to be tested. Test results showed a ** of 6.9, far higher than the optimal ** of 5 to 6 for centipede. Checking my records, in the 10 months leading up to my grass dying, TruGreen had put lime down twice (Sept. 2021, and May 2022) which would have increased the ** and likely killed off my lawn! After 3 more weeks, I got an email from ************* (June 29) to inform me someone from the local branch would be in touch.On July 7, without my consent or prior knowledge, a TruGreen technician came to my house and aerated my lawn, after I had expressly declined all future services. He said he was sent by the local branch manager to assess and report back on the lawns condition. I sent pictures of my lawn to the branch manager showing before TruGreen (July 2021) and after (May 2022). His only response was it looked like my lawn was working to fill back in." Now its the middle of October, and instead of grass regrowing, weeds are filling in where the dead grass was. I want TruGreen to pay to repair the damage.

  

  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 by phone confirming the service manager ********************* met the customer on the lawn, confirming some areas have declined and the grass is going dormant, confirming the service manager ********************* will address the concerns come spring time after dormancy, confirming with the customer follow up with take place in the spring, confirming the customer has the contact information for the service manager if any questions and/or concerns, apologizing for any inconvenience caused.
  
  

  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 for now.
  

  The issue can be considered resolved only when they keep their promise and fix my damaged lawn in the spring next year. 

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

• Initial Complaint

  Date:10/14/2022

  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.

  You know how it is. Maybe you have kids, a mortgage and headaches, so you hire a company to manage your lawn. You want to spend time with your family and not spraying for weeds. You sign up for TruGreen, thinking they will do the job. The problem is they "think" you aren't watching. Maybe they forget that a lot of people are still working from home. Maybe TruGreen just doesn't care. Whatever the issue, they will not do the job honestly. 4x I watched them do the front yard only, and 4x I watched the little tech load up the aerator or the hose and drive away. No attempt to even look at the backyard. I call....Trugreen is use to this scam, because they say "no prob! We will send the tech out again"!! They figure even if they get caught a few times, the times they get away with only doing the front yard is worth it to them.It *****. Of course after the 4th scam, i fired them. The next scam is they still bill you for work they never even attempted to do. So here we are. They are billing me $280 for doing the front lawn only. The manager refuses to call back, so we are probably heading to small claims court.These guys are thieves. Yes, they steal your money by lying about doing the work, hoping nobody is home, but they also steal your time. Time spent writing reviews like this, time spent putting this review on other platforms and time wasted going to file a claim in small claims ct.There you have it. Trugreen counts on you not being home. They try to just do the front lawn only. Catch them and they "will send another tech out". If you hire these crooks, be home and watch them. That is the only way you will get your money's worth.

  

  Business Response

  Date: 10/18/2022

  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 credit has been issued and the customers account has a zero balance.  

  Customer Answer

  Date: 10/18/2022

   
  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:10/14/2022

  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.

  On October 4th, 2022, TruGreen ********* from ************ office came to our property and did an aeration and re-seeding service that we never requested or agreed to in our contract. I was notified of their arrival in a text & unaware of visit. I called to stop the service upon reading the text. The service rep told me they could NOT talk to the technician. I told them to NOT do any aeration as we are installing new sprinkler system in two days prior & are in middle of a major yard project. They couldn't help me & can't call or contact the technician. I was not home-they trespassed our property.When I arrived home, they had run over our entire yard with their aeration machine. They ran over all of the flags and lines that identified where we have sprinkler system work being done. We have this on our security system cameras. They believe refunding us the $220 service charge will cover any damages to our system. That is not going to resolve things as: 1) We never asked for the service & should be refunded anyway. 2) They need to pay for damages to our sprinkler system which is being reviewed by company we hired to do our lawn project. Once I know the damage I will have an amount for TruGreen to pay to us.Our complaints with this company go beyond this one issue. They show up under short notice (less than 24 hours). Being we have a dog it's an issue. Trying to cancel is a nightmare as they customer service representatives have no ability to stop or contact the technicians. Also they send misleading text messages that we can talk to the service tech that did the service and yet we do not have that ability. Lastly - all of their phone numbers go into a global queue that reaches the a different person each time which means they are not tied together. They can't call any of the management in need of emergency. They only have email & state we will get a call back in ***** hours. When they call they only leave messages -my cell shows no calls; no #s are blocked.

  

  Business Response

  Date: 10/18/2022

  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, confirming a refund for $220.00 has been processed back to the credit card on file due to completion of the unauthorized aeration &overseeding, apologizing for the inconvenience caused, the customer did not want any further contact moving forward and I will add them to our DO NOT CONTACT queue,
  
  

• Initial Complaint

  Date:10/14/2022

  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 paid for this service for a year. They never actually do any work, they sent people out who will sit in their car the entire visit and say that they did work for me. They say they'll send someone out to fix the last person's lazy lie and then never show up or just leave right away. They even tried to "appease" me by offering me a free service, for lawn maintenance I already paid for. Not only that but of course they have sucked all the green from my lawn entirely as well.

  

  Business Response

  Date: 10/20/2022

  Both a member of our local management team and the corporate care team have been in touch with this customer.  We apologized for the service they received.  The customer decided to cancel their service, and we agreed to not only credit the aeration and seeding, but to make sure the customer was refunded the entire amount they paid.  **************** refunded her a portion of her prepayment last week, and customer care started the process to have the remainder refunded to her today.  ******** care will follow up with her in about a week to make sure she receives it.

• Initial Complaint

  Date:10/14/2022

  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 weed spraying on our front lawn because we are older and unable to do it. Since Truegreen started spraying, weeds have increased and now are all over the lawn. We called many times to get them to address this issue and they send someone out to spray for free, once. In the meantime, the weeds are still spreading and we cannot get them to come out and look at the lawn or give us a refund for services which do not work. I asked to speak to their manager today when I called and the woman told me we dont have managers. We are so fed up with this company and lack of accountability for the last 6 months that we want a full refund as we will have to pay someone to fix the damage they did to our lawn. I am submitting our credit card charge as prof of payment we made to this company.

  

  Business Response

  Date: 10/20/2022

  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, confirming the full refund of $264.00 has been returned to the credit card on file, apologized for any inconvenience caused.
  
  
  

• Initial Complaint

  Date:10/13/2022

  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.

  Called Tru Green and asked they come and look at the lawn in July and they said it was scheduled for regular application on the following Tuesday and that they would treat what was wrong with it and get back to me. I pay my mother's bills as she is 98 yrs old and has dementia. I paid $67.87 3/17/22; $94.94 in April; ****** 4/29/22; ***** on 5/9/22 and $67.87 on 6/18/22. Tru Green never contacted me. When I called them they advised they did not go out and look at the yard and there was a past due amount due. I asked they send it to me and they didn't. I told them I did not want their service any longer and called another lawn company, Two weeks ago a manager called to see why I quit their services after being with thme for many years so I tolld him they didn't come out to treat the lawn nor give me a bill. They acknowledged I was paying the acct. and last payment was received 6/18/2022. I live nearly 300 miles away and come over once a month to help my mother etc. I have no idea if I owe this bill as they said they did not come out and the yard looks terrible and full of weeds. Have been a long time client for many years, but hard to pay a bill I did not receive nor any idea if the lawn application was even completed when they said they did not go out. I do not think I should pay a bill when they said they did not go out to treat the lawn

  

  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 customers inactive account, a credit has been issued to the customers account in the amount of $67.97. The customers account is at a zero balance and the account is cancelled.  

• Initial Complaint

  Date:10/13/2022

  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.

  MY NAME IS *******************. MY TRUGREEN CUSTOMER NUMER IS **********. I HAD BEEN RECEIVING LAWN SERVICES FROM TRUGREEN. MY LAST SERVICE WAS ON AUGUST 9, 2022. I REACHED OUT AFTER THAT SERVICE TO CANCEL BECAUSE THE NEW TECHNICIAN DID NOT PERFORM THE SERVICE APPROPRIATELY. HE WAS THERE TO TREAT THE ***** AND SIDES OF THE YARD BUT ONLY WENT TO ONE SIDE OF THE YARD. I NOTIFIED ***** OF THE SITUATION AND HE APPOLOGIZED AND SAID HE WOULD CREDIT MY ACCOUNT FOR THE $64.14 AND GO AHEAD AND CANCEL ANY FURTHER LAWN SERVICE. I ALSO ASKED HIM TO TAKE MY CREDIT CARD OFF FILE AND DELETE MY ACCOUNT. THIS WAS NEVER DONE NOR WAS THE CREDIT GIVEN. ON OCTOBER 5, 2022 ANOTHER TECHNICIAN ARRIVED AT MY HOME TO DO ANOTHER SERVICE. I WAS ABLE TO VIEW ALL THIS ON MY SECURITY SYSTEM. I AGAIN CALLED ***** AND HE SAID HE CANCELLED MY SERVICE AND HE DID NOT KNOW WHY THE MAN CAME TO SERVICE THE ***** I WAS ALSO CHARGED AGAIN ON 10-5-22 FOR $64.14. ***** ASSURED ME I WOULD GET THE CREDITS ON MY ACCOUNT FOR BOTH SERVICES BUT THAT HAS NOT HAPPENED. ***** *****ED SOMEONE NAMED ****** AND COPIED ME ON THE ***** THAT HE HAD CLOSED MY ACCOUNT AND THAT I NEEDED THE CREDITS TOTALING $128.28 BUT TO THIS DAY NOTHING HAS BEEN DONE AND THE CREDITS STILL HAVE NOT BEEN GIVEN. I TEXT AND *****ED BOTH ***** AND ****** THAT I WOULD BE CONTACTING THE BBB IF THE CREITS WERE NOT GIVEN BY 10-12-22. SO HERE I AM TAKING TIME OUT OF MY WORK DAY TO CONTACT YOU TO GET THIS RESOLVED. AS I HAVE READ HERE AND OTHER PLACES ON LINE IT LOOKS LIKE THIS IS A COMMON PROBLEM WITH TRUGREEN. ALL THEY HAD TO DO WAS GIVE ME THE CREDITS, DELETE MY CARD, AND CLOSE THE ACCOUNT BUT OF COURSE THEY HAVE NOT DONE SO. PLEASE INVESTIGATE THIS COMPANY AS THIS IS HAPPENING TOO MUCH. I WISH I HAD DONE RESEARCH ON THE COMPANY BEFORE I EVER HIRED THEM.

  

  Business Response

  Date: 10/14/2022

   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 credit in the amount of $64.14 has been issued and a refund in the amount of $128.28 via check. The customer can expect to receive the refund in 10 to 14 days and the customers account has been cancelled.  

  Customer Answer

  Date: 10/14/2022

   
  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:10/13/2022

  Type:Customer Service 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.

  Hey, True Green, rep by the name of buddy **** to my home to survey the property priced me out a quote I'm what needed to be done and he would send somebody out. I have then had them service on June 14, 2022 treatments that they promised both treatments cost $53.38 and $33.37. This treatment did not do anything and I watched the gentleman on the camera. He did not do the whole property. Then on contacting the rep he sent out someone to take care of it on July 8 but I got a bill that they took money out on July 8 for a lime treatment. they charge me a total of $108.08 and which roo from my checking account. I then took my card information off of their site and got a new card. They promised me it would be taken care of, and the yard would be fixed the way it should be and yet they sent out a guy that only did one part of my yard and he left and they tried charging me again, all I want now is my money back totaling $194.83 for services that were not done correctly. I was lied to the manager when I called the ****************** canceled my services with them and said to contact me back and they never did about getting my refunds so this is why I'm reaching out now to settle this and have True Green do what is right and give me my refund of $194.83 back that was paid to them for services that we're not done

  

  Business Response

  Date: 10/27/2022

  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 $108.08 and the customers account has been credited and cancelled. The customer will receive the refund by mail in 10 to 14 days.  

  Customer Answer

  Date: 10/27/2022

   
  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,
  
  *******************************