Complaints

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

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  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  Scotts LawnService Philly-Runnemede (HUB)

  165 E 9th Ave Ste E Runnemede, NJ 08078

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:10/12/2022

  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.

  Hired Tru Green for ************* Services. Account # **********, I paid in full $434.73, billed on my March 2022 statement. To date, they have not provided all services that I have paid for. They did not provide documentation for services rendered after each service. I have called their customer service numerous times and although I was told it would be corrected, it was not. Each customer service rep I spoke with told me something different, my account was not noted that I called previously. I have requested a call back from a ******************** still have not received one. I reached out to the Salesperson I initially signed up with, still no response. As of today, I am now dealing with yet another issue. I am requesting a full refund.

  

  Business Response

  Date: 10/25/2022

  A member of the corporate care team reached out to this customer. We apologized to her for the issues she had. The technician who visited the property yesterday was unable to do the entire yard due to the hill in the front.  We agreed to refund her half of the aeration and seeding that was completed.  We also agreed to refund the two lawn applications in question.  ************** will follow up with the customer to make sure they receive the refund.

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

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 hired Trugreen over a year ago with multiple services to improve the health of our lawn and trees/shrubs. After a year the weeds in our grass are worse, they overfertilized a large section of our lawn - killing all of the grass, and now the areas they've damaged are overrun with grubs which is attracting rodents to our lawn. An arborist at our home to trim some branches also noticed some disease on our magnolia trees/bushes and I had to hire them to treat them properly - which is what I was promised and paid for with Trugreen. They have failed to deliver on the services they promise and actually made my lawn worse after charging me thousands of dollars. After attempting to cancel my service, they have now locked me out of my online account and continue to send people to our home to complete "free service", however they are not leaving behind the information on what they applied to our lawn. We have children and pets that play in the lawn and knowing what did or did not get applied is deeply important to us. Nobody will return my call to discuss what they are doing, and now I've received another email that they're coming today. They simply refuse to have someone in management speak to me and instead just keep sending techs out to provide services I do not want. I went with Trugreen versus a local company because I trusted them to do the job given their A+ rating on BBB and that does not align with the services and results they have provided me. There is simply no trust with the way their business is being conducted or managed.

  

  Business Response

  Date: 10/17/2022

  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 customer has talked to the senior service manager *********************** , confirming the magnolia has scale and not a disease, reservice has been set up for a ***************/safari to help reduce the scale, confirming the lawn will have arena applied for the active grubs and the aerator will seed the lawn to repair the injured areas of concern, confirming the invisible fence is being repaired as well, a refund in the amount of $96.42 will be refunded back to the credit card on file within the next 3-7 business days, apologizing to the customer for any inconvenience caused.
  

• Initial Complaint

  Date:10/12/2022

  Type:Sales and Advertising 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 September 12, 2022, I contacted Trugreen to cancel my services with them because the company had not come out since the beginning of July and is supposed to come out monthly, we saw no change in the quality of our yard and had even more weeds and patches after using their services. On September 17, 2022 Trugreen customer care acknowledged our request to cancel the account and told us in writing it was canceled. Today I was charged $496.48 for a service that was canceled almost a month ago. Seeking refund.

  

  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 of $496.78 will be refunded back to the credit card on file within the next 3-7 business days due to the completed unauthorized aeration & overseeding
  
  

  Customer Answer

  Date: 10/20/2022

   
  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. As of 10/20/22 no refund has been recieved. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2022

  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.

  Trugreen applied broadleaf weed killer spray to my property on two occasions this summer causing damage to 9 Norwegian spruce trees and 4 ******. The spray was applied on a hill with wind each time. It was also applied the first time the end of June when it was scorching hot and it burned my lawn. I am seeking financial reimbursement for my dead trees resulting in approximately $3,000 of damage.

  

  Business Response

  Date: 10/17/2022

  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 customer has talked to the service manager ********************* about his concerns with their tree &shrubs, confirming the senior tree & shrub technician ***************************** visited the property, confirming Norway spruces are not showing any signs of twisting or curling typically associated with herbicide damage, the damage is from needle cast fungus, confirming the ****** in the front are most likely heat stressed from stone mulch underneath the tree with the reflected heat into the canopy responsible for heat loss, correspondence was left with the customer, confirming the account has been cancelled/closed
  

• Initial Complaint

  Date:10/11/2022

  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.

  October 11, 2022 My name is ***********************. My husband ******* and I have been loyal TruGreen customers since ****. Since **** we have been paying hundreds of dollars annually to TruGreen to service and treat our lawn, trees, and shrubs. I'm contacting BBB to inform you how extremely disappointed we are with the lack of customer service we have received from **********************. I have contacted TruGreen numerous times since July 21, **** to request a manager visit our home to assess why some of our shrubs were turning brown and appear dying in various areas. I also mailed a letter to the President of TruGreen on August 23, 2022 to inform him of the lack of customer service we received from **********************. To date we have not received any response or assistance from anyone at TruGreen including the President. I have uploaded the letter to the president which includes all of the dates that I contacted TruGreen.

  

  Business Response

  Date: 10/20/2022

  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 active account, TruGreen branch general manager, ********************** visited the customers property and walked the property with the customers. ****************** stated that the customer was on water restriction in the middle of summer and the lack of water caused some dieback to the landscape and some spots to the lawn. The lawn has recovered but the trees and shrubs have some thinning areas.  ****************** has agreed to complete the last two rounds of the tree and shrub service for 2022 at no cost to the customer and to do the tree and shrub service for 2023 at no cost to 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.
  
  **********************************************

• Initial Complaint

  Date:10/11/2022

  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.

  As of late April 19, 2022 I have been trying to recover with TruGreen my front and back yard from the damage cause by TruGreen for over fertilizing both areas as of April 19, 2022.. The visits they have performed stating they would work on correcting the lawn did nothing.The raked a few areas of damage, not even the entire areas of damage (just about half of the lawn) put seed on those areas in June 2022. Those very seeds remained in those areas the entire summer, never germination due to the time of year (June). TruGreen advised me to water the grass which I did diligently until I saw no results except my water bill rising.. Several emails and phone calls beginning April 19, 2022 thru July 29, 2022 with no results. The Service Manager, *************************** would come out to survey the ********* and I finally asked for a higher authority and ***********************, the General Manager came out and advised **** to aerate the yard twice and that made no difference. All the damage was damaged to the roots and actually left bare spots throughout my lawn, front and back. As of August 11, 2022, the lawn looked so terribly bad it became embarrassing and I did not even want to come home at times. I take pride in my home and especially my yard and this was unacceptable. I hired TruGreen as I had surgery and unable to care for my lawn as I had in the past. I went from the best lawn in the neighborhood to literally the worse. I am seeking reimburse for the expenses I incurred from renting equipment, materials and a helper to recover my lawn in the amount of $600. Although, I was refunded for the charges for the work performed, that is not sufficient. I could not afford to hire a company as I am retired and I was receiving quotes from $1,500 to $1,800 just for the front lawn only so I had to do the work myself. I have attached my final email to *************************** and *********************** as a final attempt. I also have attached pictures of my lawn before, during and after all clearly dated.

  

  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 the customer received a $600 check for reimbursement for damage to repair their lawn, apologizing for any inconvenience caused
  
  

• Initial Complaint

  Date:10/10/2022

  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 have been paying Trugreen to take care of my lawn. I have repeated to them the issues. Despite them claiming to be professionals they have failed miserably to take care of my lawn and not only that due to their lack of attention and incompetence my lawn was overgrown with weeds and then all my grass died, I complained to them several times over the phone and via email but they have not taken any action to remediate the issue. I asked them to fix the lawn that was due to their negligence and failure to take necessary action when it was required.

  

  Business Response

  Date: 10/20/2022

  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 active account, TruGreen branch service manager, *********************** agreed to provide the customer with a Free Aeration and Seeding. The customers lawn was Aerated and Seeded on October 17, 2022. Corporate customer care spoke with the customer letting him know that I will continue working with him throughout this process and I will follow up with him in the Spring.  

  Customer Answer

  Date: 10/20/2022

   
  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:10/10/2022

  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 am highly upset with TruGreens total disregard for my lawn damage. Trouble began 3 months ago when the service tech spread potash, or so they say. My ************ Floratam immediate began to whiter and die. Their response was to water it in, which we did. Over the next 2 months, other areas of the lawn began to exhibit spongy roots and dead growth. Finally they diagnosed a fungus and spayed fungicide. Since then, I have contacted customer service continuously attempting to schedule a meeting with a manager concerning a plan of action to recover the damage inflicted upon my lawn. We are in the ********* ** area. I have been contacted by **** and am always awaiting a call from ***** (Manager?).Finally, Today 10/10/22, I met with a Manager (*****) and he states that TruGreen will not repair the damage. Thanks TruGreen for giving me the run around for 30 days, costing valuable time that could have been used towards another solution. Now I'm left with bare spots and lanes of dead grass and will have to hire a competent lawn service to complete repairs.

  

  Business Response

  Date: 10/20/2022

  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 active account, TruGreen branch general manager, ********************* has met with the customer and has put a plan in place. ************** has agreed to sod the damaged areas in the customers backyard and to install plugs to the other damaged areas in the Spring. Corporate customer care with continue working with the customer throughout this process.  

• Initial Complaint

  Date:10/10/2022

  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.

  This is the second time TruGreen have not treated my lawn per contract, and this is the second time the service technician did not completely treat my lawn, only 90%. They previously has to resend the technician out to provide a complimentary service. And once again, the technician spent less than 5 minutes on my property (video footage to prove this) and did not treat my lawn on the west side of my house along the fence. I called customer service to cancel my plan based on this experience, an past. They were very rude and kept on offering me discounts on the next treatment, which I declined. I asked them to cease and desist from trying to retain me or upsell me, and to simply cancel my plan. They did not, after logging into my account a short while later. I called CS back, and they confirm this person did NOT cancel my account per request. The CS agent then proceeded to cancel my plan, and I confirmed this by verifying it. This person also told me they were going to refund me based on what was in the system and since they breach contract by not completely treating my complete lawn. Well, they did not refund me, and charged me the full $83+ for the service. I want a partial refund, or a full refund for wasting my time writing this nonsense. TruGreen needs to address this matter with their service technicians. They are the root cause for this loss of business.

  

  Business Response

  Date: 10/21/2022

  Thank you for your feedback.  A member of the corporate care team has made multiple attempts to reach the customer without response.  We have refunded the last application to the customer, and asked the customer if they have the dates of any other property visit that *** not have been completed.  We still have heard nothing.  We will be happy to continue to work with the customer if they reach back out to resolve the situation.  

  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. TruGreen have refunded the previous treatment in full for failure to provide a complete treatment. No further action. 

  Sincerely,
  

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

• Initial Complaint

  Date:10/10/2022

  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.

  TruGreen keep sending us invoices for a service they never provided.Earlier this year TruGreen purchased the lawn care company ****************** that we were using. Upon being informed of this new we immediadely called TruGreen and cancelled any future services. We've been TruGreen customers before and were very dissapointed with them and we wished no further business with them. We spent HOURS on the phone trying to remove ourselves as customers because their system didn't even list us as being customers.A few weeks later my wife received a text message saying that TruGreen would be there shortly to service our lawn. We immediately got on the phone again and told them not to come and we did not want their service. Again, this took several hours as their support department could not find any records for us. End resule - TruGreen did not come.A few weeks later we received a bill for $152.00. Again, many more hours on hold calling them, explaining that we were not customers and no service had been applied to our lawn. On DAY TWO of being on hold we finally managed to speak to someone (**************) that knew what the problem was. When TruGreen acquired the ************ they entered all open invoices from the ************ into TruGreens accounting system. But somewhere during this time we had paid the ************, TruGreen never saw this payment. ************ requested that I emailed the last ************ Invoice and the cancelled check to her and she would process it. This I immediately did, but I received no response to the email.4 weeks later - another invoice. I resent the email to ***************4 weeks later - another invoice. At this point I am done with being on hold, I estimate I must have spent around 28 hours on hold trying to sort this out, I don't owe this company any money and have the proof. So the invoices are being filed in the recycling folder.Now TruGreen are threatening to send us to a collection agency. I DON'T OWE YOU ANY MONEY!!!

  

  Business Response

  Date: 10/17/2022

  A member of the corporate care team reached out to the customer and apologized to them for the billing issues they have experienced.  We were able to research the payment, and we applied it to his account. We let him know the collection efforts by our third party company would be stopped.