Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,807 total complaints in the last 3 years.
- 462 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:09/29/2022
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.
I called tru green about ************************************************************* to come and look at my lawn they only send out a young tech They all tell me tru green burned my lawn but I cannot get any help to correct it I want my money back and my lawn done over it is completely burnt out
Business Response
Date: 10/03/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the customers active account, corporate customer care contacted the customer directly confirming the service manager ******************* went out to the lawn to complete the free aeration & overseeding,confirmed customer **************************** with the wife, confirming the customer will receive a free fertilizer and lime application, apologizing for any inconvenience and lack of results,Customer Answer
Date: 10/03/2022
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, they said they would not charge me for fertilezer and lime application, that is appreciated
*************************Initial Complaint
Date:09/28/2022
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.
I contracted TruGreen for one year service contract (7 applications) for my full yard. On 8/5 application, tech only treated front yard. I contacted company to demand they treat full yard and instructed them to correct service tickets going forward. Company treated remainder of yard on 8/10. On 9/13, technician showed up and only treated front yard. My spouse was home and advised that full yard needed treatment. Technician complied. I contacted TG by phone again, instructed them to correct service instructions, and requested written confirmation. No written confirmation was provided in spite of multiple email requests. The 8/5 service ticket shows a lot size of **** sqft. I have a full acre. 8/10 and 9/13 tickets show over ************************************************************************************************************ the welcome letter, and both times the technicians believed they should only treat the front of house.TG has attempted to contact me by phone, but I made it clear that I want written confirmation that they corrected the technician ticket issue. I have zero confidence that they will deliver the service I subscribed to. I want a full refund, and I want my service canceled.Business Response
Date: 10/07/2022
A member of the ************** Team has been in touch with this customer via email as requested. We made sure the customer's account was updated so the technicians who visit the property are aware they are to treat the entire lawn. A member of the ************** Team will make sure to reach out to the customer via email prior to the next scheduled application to make sure they are aware of the upcoming treatment.Customer Answer
Date: 10/07/2022
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:09/28/2022
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 9-22-22 Trugreen came to aerate and oversees my lawn. The conditions were not ideal to perform this task as it was raining heavy. Because of these conditions they damaged my lawn. I called the company within minutes and they stated a manager would call me within ***** hours. We are now over 72 hours since my complaint still no call and no one fixes the damages there where done. They stated it was company policy that a call back be done with in the 48 hour time frame.Business Response
Date: 10/05/2022
A member of the local management team reached out to this customer. We will have someone on the property next week to have the areas in the lawn repaired. A member of the ************** Team will follow up with the customer to make sure the lawn is repaired to their satisfaction.Initial Complaint
Date:09/27/2022
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.
As a TruGreen customer since 2015, our small lawn often gets brown/bare spots as the summer progresses. So I contacted TruGreen on 9/1/22 to request a visit focused on this problem. Their What to Expect from ************** Plan video says they will gladly visit between scheduled visits to make adjustments and ensure satisfaction. I was told that a manager would come out within 2 wks and I did not need to be present. When that didnt happen, I called on Fri 9/16/22 and was told that previous call had been handled incorrectly. [I learned later that TruGreen simply added a note about the brown spots to my next service visit sometime in October.] This time, I was told that a mgr would contact me within 48 business hrs, not counting Sunday. When that didnt happen, I called on 9/20/22 and was told that the 48-hour window didnt start until Mon so I would hear from a mgr by Wed noon. When that didnt happen by 3 PM, I called on 9/21/22 and was told that the general mgr/supervisor for the branch/area would be requested to call me ASAP. Instead, ************* called on 9/22/22 with plan to schedule next regular service earlier than desired so service tech could advise on brown spots at the same time; ************* ultimately decided to request a service mgr contact me ASAP about the separate visit. *** mgr ***** contacted me the next day and we scheduled his visit for 9/27/22 between 11AM and noon. When he didnt show by 12:30 on 9/27, I called TruGreen, which messaged him and I was told he would contact me after he finished the call he was on. When I didnt hear from ***** by 2 PM on 9/27, I called TruGreen and was told that the reps supervisor messaged ***** with a request to contact me. As of 9PM on the day of scheduled visit, there has been no communication from *****. It is now 4 wks since my request for a between-service visit about the brown spots and TruGreen has failed to deliver ANYTHING.Business Response
Date: 10/06/2022
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, a refund has been issued for the Aeration and the customers lawn will be seeded at her request on 10/07/2022.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.However, please note that the written response by the business does not fully reflect what the company's corporate office indicated to me during our telephone conversations about their poor performance. Specifically, (1) they acknowledged that at least three of the individuals that I directly interacted with or that were involved in handling my situation (ranging from customer service staff to area service managers) failed to follow company policy and procedures and/or professional business practices and (2) they said that, in an effort to prevent me or other TruGreen customers from experiencing the same unacceptable performance in the future, those individuals would be coached regarding the correct policies, procedures, and practices that should be followed.
Sincerely,
***************************Initial Complaint
Date:09/27/2022
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.
My account has been closed Nov of 2021.But, on may 28 2022, they charged my card account $231.90 for the service they never done.If I hav open account, why they service end of may not on March or April 0f 2022? And they refused the refund because of it has been more then one month.Business Response
Date: 09/28/2022
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 $231.90 and the customer should expect the refund in 3 to 7 business days back on card ending in ****.Customer Answer
Date: 09/28/2022
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:09/27/2022
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.
I hired trugreen to perform an aeration and over seed on my lawn. The person who came out to do the service did not do the over seed. I called trugreen asking for someone to come back and do my lawn over and not send the same person. They sent the same associate back to my house and this time he did not do the aeration and barely performed the over seed. He grabbed a handful of seed and threw it on my lawn. Did not go to the back of my lawn and was gone within minutes of being at my home. *** tried to get trugreen to fix this issue again with no help from the local office. I need the local office to make this right.Business Response
Date: 09/28/2022
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 in the amount of $256.04 has been returned to the credit card on file due to the issues with the aeration &overseeding application completed, apologizing for the inconvenience and lack of results,Customer Answer
Date: 09/28/2022
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:09/27/2022
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.
July 15- TruGreen Hand delivered fertilizer Burned up entire yard July 26- TruGreen Came out to assess the damage Acknowledged they destroyed the grass and it needed to be replaced Took pictures July 28- TruGreen Came back out to take more pictures Acknowledged they destroyed the grass and it needed to be replaced August 4- TruGreen Came out a third time Took more pictures Acknowledged they destroyed the grass and it needed to be replaced August 15- TruGreen Sprayed fertilizer on grass and destroyed it further September 7- TruGreen Sprayed fertilizer on dirt Promised to replace grass on September ***** September 23 Confirmed with ******************* ************ **************************************** that the grass would be replaced on 9/***** 9/***** TruGreen no showed Phone not working No email response No voicemailBusiness Response
Date: 10/10/2022
The local branch team evaluated the property and decided we would resod around the pool area and do and aeration and seeding in the front yard. There were several delays in having the sod put down, but our landscaper was finally able to complete this for the customer today. *********** manager reached out to the customer today, and confirmed he was satisfied with the job that was done.Customer Answer
Date: 10/10/2022
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. They did not seed and aerate the front. Their contractor did a great job replacing the sod in the back. Overall, they held up their end of the agreement in the end.
Sincerely,
*********************Initial Complaint
Date:09/26/2022
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.
We started our TruGreen service in April of 2022. The service is supposed to include monthly fertilization/weed control and annual aeration/overseed treatment. After our first treatment, TruGreen had not returned for nearly 8 weeks and I had to call to get put back on the schedule. Due to staff shortages, I was told to call every month to make sure we made it on the schedule. While this presented an inconvenience, I did it because we wanted the lawn service. Even with the calls, TruGreen still would not show up as scheduled or even have the courtesy to notify us of a schedule change. Furthermore, on several occasions, including our most recent aeration/overseed service, the technician did not even apply the treatment to the entire area. In the case of this last visit, they didn't go in the backyard and left large patches in the front untreated. Because our treatments have not been completed according to the treatment schedule, our lawn has suffered and we have been paying for services that did not take effect. Despite the continual issues and lack of communication, any representative I speak with is unable and/or unwilling to allow me to speak with a supervisor. Supervisor's are unwilling to schedule a call when it is convenient for the customer. ********************** is unwilling to ensure that scheduled treatments are completed satisfactorily and on time.Business Response
Date: 10/10/2022
A member of the corporate care team has been trying to reach this customer. Upon review of the account, we have sent someone back out to reseed the areas that were missed. We have also agreed to refund the cost of the aeration and seeding due to the areas that were missed and scheduling issues they experienced.Initial Complaint
Date:09/26/2022
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.
I hired TruGreen in May 2022 for 6 service (3 completed) and stated it is a customer **************************** guaranteed service, I have tried contracting the customer service via their chat and telephone calls, the calls are not relayed to the ************ in **********, I literally cannot speak with a person in ********** to get a resolution, they are supposed to control weeds but the technician shows ** late ** the day in August says its too hot to apply the weed killer. I was sold a bill of nothing.Business Response
Date: 10/06/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the customers inactive account corporate customer care contacted the customer directly by email confirming the general manager *************************** contacted the customer, apologizing for the inconvenience caused with the service and lack of results, confirming the account has been cancelled/closed.Customer Answer
Date: 10/06/2022
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:09/26/2022
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 9/15 I called and canceled my service as I was Iied to by the **************** in July for services that are not described as promised. This is the first issue I had, they sent the tech back out and She told me this is an on going issue, they sell the Mostquito Defense as a full yard treatment thinking the bugs will be out of your yard. Today 9/26 I called to find out where my refund was. They never cancelled my service and a manager at the local branch was supposed to call me for my refund. I never got that call, today they supposedly cancelled all items and I should get a refund but I dont have high hopes. I expect full refund of all prepaid services I paid for that were a complete lie.Business Response
Date: 10/05/2022
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 mosquito application refund has been processed in the amount of $319.58 to be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed.Customer Answer
Date: 10/05/2022
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,
***********************
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