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

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  Scotts LawnService Philly-Runnemede (HUB)

  165 E 9th Ave Ste E Runnemede, NJ 08078

• 

  TruGreen (Corporate Owned)

  5003 Industrial Rd Wall Township, NJ 07727

  

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:09/26/2022

  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.

  Trugreen came to do my lawn (7-18-2022). They always park on east side of house since there are no down spouts on that side. This time they parked on the west side of my house and pulled off 2 down spouts, causing me to repair them. I contacted the company and was told they would get back to me. It has been over 2 months now, i sent them a follow up email. And still have not heard from them.

  

  Business Response

  Date: 09/27/2022

  A member of the ************** Team has been in touch with the customer.  We apologized that no one reached out when he called in initially about the damage.  The customer stated this was something he was able to repair himself.  We will be doing the first 2 applications of 2023 at no charge to help make up for the damage.  We have also updated the account so going forward the technicians know to park only on the east side of the house to avoid damaging the downspouts.  The customer was satisfied with this resolution.

  Customer Answer

  Date: 09/27/2022

   
  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:09/25/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this business service my lawn for over three years but only during Covid (when i have had the opportunity to stay home and observe their work) have I realized that they did not perform the service because they did not come prepared with the right equipment (my yard needs a smaller aeration and seeding machine) despite me giving them multiple reminders. However, they continued to bill me for the aeration and seeding service they never performed. When i called then in 2021 and 2022 about it they claimed that they would never charge my credit card until they complete the service. As you can note in the attached snapshots they did charge my credit card for $705 and $755 in 2021 and 2022 respectively. My account number is ********** and they should be able to pull up a log of all the text messages I have had with their customer service explaining my situation. I am appalled by how terrible this business is to their loyal customers, going as far as lying and misrepresenting their service. Now I have begun to question if they have performed any of the other services they performed on my lawn in my absence. At the very least I would expect the company to refund the amount for these services that I have no visible evidence of being performed over the past two years.

  

  Business Response

  Date: 10/04/2022

  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 in the amount of $755.60.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18028558
  
  I am rejecting this response because:
  
  The business only has reimbursed me for the service for this year. However, they still charged me for the same service last year even though they had the same issues last year and hence never completed the service. Trugreen in fact misrepresented that they would never charge my card until the service was completed.  However, they did charge my card without any evidence of completion.

  I have had repeated conversations with them regarding this and urged them to look into their customer service records for evidence of my repeated complaints last year. 

  I would appreciate it if they obliged and did right by a customer who has been with them for three years. It would help if they got to the bottom of the issue.

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

  

  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 active account, a refund has been entered in the amount of $706.16. The customer should receive this refund in 10 to 14 business days.  

• Initial Complaint

  Date:09/25/2022

  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.

  In March 2022 a True *********** Rep **** approached me about the condition of my lawn. He stated more than one time that if I purchased the complete program he guaranteed my lawn would look new again and I would get a full refund if not. They did come out several times to treat the lawn, but every time it would continue to get worse. The last visit was in September 7 2022 at which time even the technician told me that the service they normally provide would have never brought my lawn back and that the sales rep ***** completely honest about what the service could provide. At this point I now have a lawn that looks worse than it did 6 months ago and now in need of major repair. At the very least the company should provide a complete refund at this point as they have not responded to calls or emails for over 2 weeks .

  

  Business Response

  Date: 10/04/2022

  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 and the customers account has been canceled. The customer can expect to receive their refund in 3 to 7 business days back on the card ending in 9973. 

  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:09/24/2022

  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.

  We Pre-Paid for a year of service. The Tru Green technician never showed up. They rescheduled and once again he/she/they never showed up. We call to understand what is wrong and the customer service representative (who I had trouble understanding) was quite hostile and would not get me a supervisor. I hung up on him angry, called again and luckily someone else who was a little more helpful answered. She said the technician could not find our house both time. It is a new build so it does not appear on GPS yet, most companies would call to ask for directions. We have plenty of other contractors and deliveries sent to our house with no problem, but I guess Tru Green prefers to have people pre-pay and not show up. We requested to cancel our service but have not received a refund yet.

  

  Business Response

  Date: 09/26/2022

  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 and will be issued in 3 to 5 business days back to card ending in 9337. 

  Customer Answer

  Date: 09/26/2022

   
  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. However I will point out that I asked for the local business to contact me and explain why their technician was not capable of picking up a phone and ask for directions, but alas what do I know.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/24/2022

  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.

  tru green has treated my lawn for the past 2 years. I have had no issues until now. they have airyated my yard in the past with no problems. on 09/14/2022 they airyated my front lawn, leaving various hole throughout the lawn with grass patches on top of the lawn where the holes were created, and the patches have died leaving dead grass throughout. I have contacted them on 9/16/2022 (emailed them pictures) and was told they would contact me. I was contacted the next week and was told they would have someone out soon to resolve the problem. No one contacted me as to when they were coming. I called back and was told the same thing again. They treated my yard all year long and was beautiful and now there are bare spots in my yard with 1-3" deep holes. i have attached a few pictures, there are more.

  

  Business Response

  Date: 09/29/2022

  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, *********************************** visited the customers property and restored the damage. 

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising 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 $198 to trugreen on 8/26 to have them come out to weed and feed our yard. They performed the service said we would see weeds die within ***** days. Unfortunately they killed both weeds and grass. They killed 3k worth of grass in our yard. I had three other lawn companies come out to address what had happened. All have said trugreen put down the wrong chemical and should fix their mistake. I just want a resolution and to have this fixed without going to an attorney. Below are pictures of before trugreen came out and almost exactly three weeks after they came out.

  

  Business Response

  Date: 10/04/2022

  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, ************************* has visited the customers property after TruGreen Lawn Specialist who completed the original application revisited. The customer did not care for what he explained to her and wanted a manager to visit. At that time, ****************** visited the property and basically echoed what she was told by our Lawn Specialist. She had stated that we killed the lawn. I explained the same chemicals were applied all over the property and not just in the areas where it looked bad and that if it were TruGreens fault, the entire lawn would have the same appearance.  During that visit the ground was cracked and looked very dry. The customer claimed they had been watering constantly, and even had done such the night before. Again, the ground was extremely dry and cracked. ****************** offered to have another manager come out to look at the customers property for a second opinion and upon doing so the customer was not home at this time. Both of TruGreens service managers agreed that the application did not cause damage to the customers lawn.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18123264
  
  I am rejecting this response because: we have had three other companies out and they have all said trugreen acted in error and sprayed the wrong chemicals on the back yard killing the grass. ***** was not the initially person to complete the job. That was *****. I have no clue if ***** and *** came out to the house because I was not home. I should have been notified when you were on my PRIVATE property. This will not be accepted and I will not tolerate this type of customer service.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/24/2022

  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, both TruGreen service manager ************************* and TruGreen senior service manager ************************* visited the customers property and stated that TruGreen did not cause any damage to the customers lawn. After corporate care spoke with the customer, the customer then asked to be refunded. ********************** general manger ********************* has agreed to refund the customer in the amount of $196.86 and to close the customer's account. The customer can expect a refund back to her card ending in **** in 5 to 7 days. 

• Initial Complaint

  Date:09/24/2022

  Type:Sales and Advertising 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 7/30/22, I spoke to Caden, a TruGreen Salesperson, texting several photos of our lawn. ***** stated that TruGreen could restore the lawn to a thick, green, weed free lawn. I agreed to the service based on his promise. There were 3 services between August and September with a technician that never mentioned any problem with the restoration. My credit card was charged $37.98 and *****. We didn't see any improvement but ***** said not to expect immediate results. On 9/30/22, a TruGreen Representative came to our home and identified himself as *********************************. He asked how we liked the results, I said I wasn't seeing much of anything yet. ******* said "well, we aren't going to be able to regrow any lawn over this area, waving his hand over a large mounded area where a tree had been removed, approx. 1/3 of the lawn. I was dumfounded and asked "Why would you purposely take on a project that you knew you would not be able to improve as promised? ******* agreed that the job should not have been taken and advised that I cancel the service and get a refund. I called Caden first, he had no answer to offer. I then spoke to ***************************** at TruGreen billing she apologized and at my request cancelled all future services. She removed my credit card info from their files and readily agreed to issue a full refund for the services that had been done in vain. She said there were only two payments and that she would refund both to our credit card, a total of $106.33. She followed up with a confirmation email on 9/12/22. I felt assured that ****** had sincere regret and would follow through on her promise so I didn't bother to stop payment on the two charges myself. But then..... I picked up a voicemail message today from a woman identifying herself only as "******** from TruGreen." She very adamantly stated on the message "We were trying to do you a favor, there will be no refund."

  

  Business Response

  Date: 09/27/2022

  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 $106.33 will  be returned to the credit card on  file within the next 3-7 business days, the customer requests no further contact moving forward and I have placed them on our DO NOT CONTACT queue.
  
  

• Initial Complaint

  Date:09/23/2022

  Type:Order 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.

  10/13/21, I signed an annual contract with TruGreen **** Services in *******, ** to care for my lawn spraying and seeding. I prepaid for the year at an approx. cost of $1650. The contract ends in Oct 2022. On Sept. 16th, 2022, TruGreen performed one of their normal services on my lawn. I was charged $548.10 more than my contract without notice to me nor did they send me a bill. They simply withdrew the amount out of my bank account without my knowledge. I requested the money back since I had prepaid for the year of lawn care and they refused to give the money back to me. After calling them several times, they finally said that I had "used up my applications" and I owed the money even if it fell during my annual contract. I had paid for a certain amount of applications so I fail to understand how I ran out of visits. They did make two extra trips out so they have counted those apparently as a service date. One date was when the service man sat in his truck for a period of time, put a slip of paper on my door saying that he put chemicals on my lawn (which he did not do---I work from home and watched him do nothing), and then he left. I complained so they had to come out for an extra trip. I dispute that this is counted as two service calls. On the second occasion, they sent a text message stating they were coming to aerate and seed my lawn as a part of my annual contract. Instead, they sprayed my shrubs. (I do not have a contract for them to spray my shrubs.) They had to come out for an additional visit to actually aerate my yard. I believe they are acting in bad faith and their actions in taking money out of my bank account while I had already paid for the services is fraud. If they are counting visits where they made mistakes, that is wrong also. It is also not right to charge higher rates than on my contract. I believe they owe me the money they took without permission or invoice out of my bank account: $548.10 and I want it returned.

  

  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, educating the customer on the service and policies, emailing the customer a spreadsheet of the breakdown of service completed for the year, agreeing to refund the aeration & overseeding amount of $548.10 back to the credit card on file within the next 3-7 business days, apologizing for any miscommunication rendered.
  
  

  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:09/23/2022

  Type:Customer Service 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.

  This company have been to our property 3 times and 2 of the times we caught them. This time, they fertilized. They came on to our private property, which we keep as organic and natural as possible and trespassed and fertilized. I am beside myself as we grow our own food. Who knows if they have placed their product when we haven't caught them. This is a blatant violation and dispoilment of my private property. I NOW CANNOT EAT MY FOOD OFF MY LAND. Nor can I plant anything further. I reached out for management to contact me, ASAP, but to no avail. My lawyer said to go this route, but I feel so violated that I am willing to contact my local police for trespass.

  

  Business Response

  Date: 09/28/2022

  A member of our local management team reached out to ******************** on Monday and set up an appointment to meet with her on the property.  She said the only time she had available was Wednesday, 9/28 at 9:30am.  When they reached back out to the customer to confirm the visit, she refused to meet with them.  She said she has already reached out to the state, and they will be handling the situation.  Only fertilizer was applied to her property, there were no other products put down on Friday, 9/23.  The customer stated they stopped the technician from treating when they stopped at her property previously.  Both the general manager and the region technical manager reviewed the complaint and what was applied, and tried to offer her $500 in compensation for her vegetables.  She declined.  ******************** stated that she did not want any further contact from Trugreen.  

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in true green lawn yearly health plan on 9/28/2021 and was told at that time by the rep that there would ***** services covered for entire year and their would be additional 10% or so discount if I prepay the entire payment which I did. However. during Aug 2022 (around 10 months into contract) when I complained of weed growing all through my yard despite theirs weed treatment, I was told there is a service already scheduled for 8/19/2022 to take care. However, just now when I looked at my credit card I was charged separately for the service Upon inquiring I was told the service that I signed up for has already consumed all of the prepay $$ and thats the reason I was separately charged without any intimation. This to me is a fair cheating from TruGreen. When I counted the 8/19 service was only the 10th service and by yearly service its pretty clear to anyone that it will last the entire calendar year ( for me it would be from Sep 28 /2021 to Sep 27/2022).

  

  Business Response

  Date: 09/29/2022

  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 $80.36 will be refunded back to the credit card on file within the next 3-7 business days, apologizing for the inconvenience caused and lack of results.