Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,805 total complaints in the last 3 years.
- 465 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/07/2022
Type: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.
Hired TruGreen to care for my nice lawn, enhance it, and the lawn looks worse. 2021 - 2022 I uploaded photos of my lawn in May 2020 I was solely caring for my lawn. At the beginning of 2021, I started using TruGreen lawn services. I have tried to contact a manager, file a claim, and have a manager walk through the lawn care with me without results. It's not from a lack of water on the lawn. I use city water, and my bill is as large as it was when I cared for the lawn exclusively. The only thing still alive in the yard is weeds and crabgrass. The backyard is nothing but weeds, a total disaster!
Business Response
Date: 10/19/2022
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, ************************************* went out to the customers property to assess the customers lawn.
Cracks in the lawn caused by drought stress.
There were granules still on his lawn from our last dry application which was done 8/22/22
The last specialist that was there on 09/27/22 noticed signs of heat stress and applied revive which is a soil amendment that helps with water retention in the lawn.
While walking the lawn we were only able to find one sprinkler head that was half buried leading us to believe these have not been used this year.
There is a difference in areas that are well protected in the shade vs areas that are completely unprotected showing severe signs of heat stress.
************************** stated that this year we dealt with unseasonably hot temperatures June through September and are currently in historically one of the worst droughts ever. The ******* area has had less than three inches of rain since the end of June. These two weather factors have contributed to a large amount of seed work being done this fall by homeowners. ************************** has agreed to provide the customer with a Free Aeration and Seeding.Initial Complaint
Date:10/07/2022
Type: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.
Just to be clear: this is a complaint against ********************************, **. (For some reason TruGreen ******* is listed). ********************************************************************** ************. I canceled my service program with TruGreen early in 2022. Despite that, they continued to treat my lawn. Finally got to speak with someone on July 7, 2022 (*****) who canceled future treatments and told me that the fees for ****** May, June of 2022 would be refunded for a total of $173.00. That never happened. They did start to treat my lawn again in August and September for some reason - I was out of town - and charged me the monthly fee again. I called them as soon as I saw this and they refunded those two treatments but the ****** May and June treatment were still not returned. I have attempted to contact them very regularly. I am always told that they are escalating the issue to a supervisor and that someone will get back to me but they never do. I was told by a customer service person (about the 6 or 7th customer service person I have talked to) that a supervisor was scheduled to call me at 4:30 yesterday. That never happened. Not sure what else I can do. I think they are just hoping I will go away. Can you help?Business Response
Date: 10/19/2022
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 in the amount of $114.92 was issued on 9/24/2022 and an additional $57.46 was issued on 10/19/2022.Initial Complaint
Date:10/06/2022
Type: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.
In August TruGreen sent an employee to spray weedkiller on my lawn. About a week later 40% of my lawn was dead. I complained and someone came out and assured my the grass would regrow. I complained again and was told the same thing. I asked for a written statement and never heard a word. To date (Oct. 6) there is absolutely no sign of regrowth and TruGreen will not answer any of my e-mails. I assume they are simply ignoring this problem. There are undoubtedly others with this problem as I am sure the truck visited other lawns on the same day.Business Response
Date: 11/09/2022
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 apologizing for the inconvenience caused, confirming the reservice for aeration & overseeding was completed on 10/28/22, confirming the service manager ********************* has contacted the customer,confirming new growth will start within 3-4 weeks, confirming contact will be made from the service manager in 4 weeks to check the status of the lawnCustomer Answer
Date: 11/10/2022
Complaint: 18177003
I am rejecting this response because: I have not as yet seen any new growth. I do not think this seed will germinate because it is too late in the season. Had TruGreen began work on this matter in August when I first reported it , everything would be fine by now. If in fact there is new growth within the next few weeks, I will withdraw my complaint. Otherwise it will stand.
Sincerely,
***********************Business Response
Date: 12/05/2022
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 to check for improvement, confirming the lawn should be 90% better by the spring of 2023, confirming there are some thinning areas and a spring spot seeding will be completed, confirming the customer was home at the time of the lawn analysis follow up visitCustomer Answer
Date: 12/06/2022
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:10/06/2022
Type: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 Truegreen 3 years, and still have many weeds. I had the grub treatment and still had moles.I prepaid for a year of service In August. September 14th, I received a call for payment of a bill. I then told them to take the payment out of the prepay and cancel my service. I have received another 4 calls about that bill. Each time I told the same thing, and cancel my service.I may have gotten it cancelled today, however, they did a treatment after I told them to cancel, and charged it on my bill. The person I last spoke with, overtalked me to the extent I told them to just take the money, and refund my credit card.I am of the opinion that Truegreen practices unethical practices.Business Response
Date: 10/11/2022
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 remaining prepay balance of $219.95 has been processed and will be refunded within the next 3-7 business days, confirming an additional refund in the amount of $53.82 will be refunded as well, due to the application being completed after service was cancelled/closed, apologizing for any inconvenience caused.Initial Complaint
Date:10/06/2022
Type: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 August 30, 2022 I requested to cancel my lawn service with TruGreen. My reasons were constant sales calls and in person sales at my door, the cost of the service and poor quality. The person assured me the service was canceled. However, on October 4th, I can home to a notice on my door that another service had been performed. I immediately telephoned TruGreen. I was assured that though the last person I spoke to was not honest about fully canceling my account that it was cancelled officially and that I would not be charged. Today October 6th, I was charged for the service. Again, the person I spoke to said the last caller was not honest I. Fully canceling my account and that a refund has been issued. Again, I only have their word this is true. I will have to see I guess but do not want other customers to go through what I have been through. I have no supporting documents because they refuse to give me any paperwork or confirmation number that my account is canceled!Business Response
Date: 10/11/2022
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 $62.96 has been processed and will be returned to the credit card on file within the next 3-7 business days , the customer has requested no further contact going forward and I will place them in our DO NOT CONTACT queue.Customer Answer
Date: 10/12/2022
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:10/05/2022
Type: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 for their "complete" service on my lawn in early 2022. This included 8 visits and free re-service visits when/if needed, and they "guarantee" their services. The total cost for this was advertised to me at the time around $1100, but they have started charging more for each service than what they originally had me sign a contract for. Since their first visit, I have had non-stop issues with this company and my lawn looks no better than when I started. I have asked for weed control since the very beginning and to this day I am still hand picking large amounts of weeds out of my yard. I still have large dry dead patches where weeds flourish and prevent grass from filling in. I have called for re-services at least a dozen times and a technician shows up 2 weeks later for 10 minutes and leaves - they typically have little to no knowledge of lawn care or what they are putting on the yard. I have called and asked to speak to a manager 4 separate times and been assured each time that they have taken notes on the issue and I will receive a call back within ***** hours - no one has ever called me, left a message, or attempted to reach out in any way. Most recently I had a re-service scheduled for the same weed control issue between 7am-12pm on October 5th. No one showed up all day. I received a text message at 6:01pm that my technician was at the house to perform the service, but no one was here. At 6:02pm I received another text message that my service had been completed. Nothing had been done. This company is a complete waste of money, and the need to call customer service after every visit is a total waste of time. I cannot believe this company is still in business. I am demanding a full refund at this time as I am COMPLETELY dissatisfied with everything about this company and their service.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 refund has been entered for $1,041.49 and the customer can expect that refund in 5 to 7 days or less.Initial Complaint
Date:10/05/2022
Type: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 09/30/22 Tru Green technician serviced my St Augustine lawn with potassium and pesticide , as he stated. Prior to inspecting the lawn, three small patches that he claimed was dog urine, noted. Otherwise, the lawn was very green and healthy, The following day, I noticed the entire lawn was brown and grayish, and crunchy when stepped on it. I turned the irrigation system on immediately. I contacted the local manager from the company, and left phone messages and text, but no response. I emailed customer Service about the problem and follow up with three phone calls on 10/1, 10/3 -10/4 and 10/5. Each representative, I spoke with, gave me the same information that a manage would contact me. I confirmed both my mobile and home phone numbers to make certain I did not miss a phone call. I called again at the end of 10/5 to complain again that no one called. It's been 5 days now and my whole grass is ruined as much as I watered it. Tru Green deducted $79.24 from my account that was not agreed upon. The sales price was $30.47 for initial discounted treatment. This should be disputed. Please, somebody help!!! I am frustrated with this company. I need my lawn repaired. Thank you.Business Response
Date: 10/07/2022
Tell us why here...A member of the local management team met with the customer on the property and assessed the lawn. Several grassy weeds were dying, and the manger noticed the turf grass was stressed due to being mowed with a dull mower blade. There was some mild grey leaf spot and tip burn. The manager assured the customer that the lawn is not permanently damaged. He applied some additional fertilizer to help it recover. The customer is not sure this is what has caused the issues with her lawn, but is willing to give it time to recover. A member of the ************** team will continue to follow up with the customer to make sure the lawn recovers.Customer Answer
Date: 10/11/2022
Complaint: 18173989
I am rejecting this response because:The statement made by manager was not truthful. The grass blades tips are white as if been bleached. The entire grass is brown , Not from dead weeds, which are minimal. And my lawn company has being mowing over 8 customers in this neighborhood and their lawn is beautiful and green, not from dull blades. Also, I pointed out the dead St Augustine grass, and showed him, which he dismissed, and tried to convince me of thatch. My lawn was one of the best complimented by my community, and now it's the worst lawn in my neighborhood. I am very distressed by the lawn , but more so distressed by the untruthfulness.
Thank you,
Sincerely,
*******************************Business Response
Date: 10/31/2022
The local management team visited the customer's property last week to do an evaluation. The corporate care team reached out to the customer today. She said the lawn is slowly improving. The corporate care team will reach back out to the customer over the next few weeks to check on the lawn condition.Customer Answer
Date: 11/01/2022
Complaint: 18173989
I am rejecting this response because:
Sincerely,
*******************************The previous manager brought the new manager to evaluate the lawn, while I was away from home.He left a note stating that all areas are in recovery. This however, is a false statement. The front lawn across the walkway still has dead grass with heavy thatch, that might not recover. In addition, the new manager visited on 10/26 and and I have not met him, neither heard from him. Its been 5 days since he visited. Thank you for helping me to resolve this issue.
Business Response
Date: 11/29/2022
The local management team has been continuing to monitor the customer's property. It is showing much improvement, but will require several more visits for full recovery, and will possibly need plugs installed in the spring. The local manager spoke with the customer on Monday, and she agreed that the lawn is improving. The local management team will continue to follow up with the customer to make sure the lawn continues to improve.Customer Answer
Date: 11/29/2022
Complaint: 18173989
I am rejecting this response because:
Sincerely,
*******************************Initial Complaint
Date:10/05/2022
Type: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.
Tru Green came on 9/27 to perform routine service for our backyard contract only. We have not had a front yard service all year due to a new septic installation. We finally got a new front lawn installed on 9/16. I placed lawn markers up at the street and had two landscaper signs sitting out front. Tru greens technician drove around my lawn markers right through my front yard and proceeded to get stuck in the new soft turf and then proceeded to drive the rest of the way through the yard leaving large ruts and damaged new turf. I called immediately and continued to call at least twice a day for a week now and 5 different customer service reps have promised a manager would contact me either within ***** hours or one promised 2 minutes. I have a $1,000 repair bill from my landscaper and need this lawn fixed now before the snow falls! Someone please call me!Business Response
Date: 10/11/2022
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 property and spoke with the customer, confirming the damage happened from our machine getting stuck in a newly backfilled and seeded area, confirming the customer wanted to have the company installing the lawn to repair the damage caused, confirming reimbursement for $1025 has been processed and will be sent to the customer by mail within the next ***** business days, apologized to the customer for the inconvenience caused.Customer Answer
Date: 10/11/2022
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,
**** And *********************Initial Complaint
Date:10/05/2022
Type: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.
Hired TruGreen in ******* ******* to treat Lawn, trees, mosquitoes etc. The employees would come out but not spray in our back yard for Mosquitoes or the lawn for weeds etc. I tried to talk to one of the employees about where he was to spray( our back yard) versus the three side trees.. he argues and got pretty nasty with me. Finally after several complaints, the manager came out and agreed that his folks totally ruined my backyard grass and that he could see that the weed treatment was not done. He told me that I would get all of my money back seeing that the services were done correctly. To date, I have only received half of my money back. Today, I found out that they are keeping over 500 dollars that she be refunded to me.. as a woman, I feel I have been jacked around. I have made endless calls and spent hours on the phone.. being a senior citizen, is this how ******* businesses treat **? Please helpBusiness Response
Date: 10/10/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the customers inactive account, corporate customer care contacted the customer directly confirming the remaining prepay balance of $583.47 has been processed and will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed, apologizing for any inconvenience caused.Initial Complaint
Date:10/05/2022
Type: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.
Ruined grass blamed us and the landscaper. Will not take responsibility or refund us in full. Your agents (most)have been rude uninformed and unwilling to have a local person call. Our grass is dead we need help.Business Response
Date: 10/12/2022
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 full refund in the amount of $600.32 has been processed and will be returned to the credit card on file within the next 3-7 business days.
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