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:09/23/2022

  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.

  Damage to my yard from equipment. Made 6 phone calls to try to get it repaired. Was told to give them 3-5 days. Well day 5 has come and gone, no repairs made.

  Customer Answer

  Date: 09/29/2022

   
  Better Business Bureau:
  
  The consumer contacted the BBB and indicated the complaint been resolved.  
  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On three different occasions during this summer a TruGreen technician has driven past my house, without slowing down, and issued a bill for over $100 with a statement claiming services are rendered. My security cameras have caught them in this act and I have called the corporate headquarters to no resolution except from execution of the actual service and a refund. Although I am not seeking criminal charges I obviously find this to be a crime. If I did not have security cameras they would have collected over $360 for me over the summer alone. And that is it with having weeds infiltrating both my front and rear yards which is the opposite of what they are supposed to be doing for me. It is impossible to get a hold of the branch and when I review others reviews of this branch on ****** they have one star reviews with the exact same complaints. I am serviced by the Farmingdale branch and all of the issues are stemming from the specific location. Thank you in advance for reviewing this matter.

  

  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 reservice for tree & shrub was completed on 09/27/22 due to the customer stating the application was not completed,confirming the service managers ***************** and ************************* went to inspect the property, confirming the husband was contacted by phone and he was educated  on services, questions and concerns were answered, confirming the customer wanted to cancel all services,apologizing to the customer for the inconvenience and lack of results, thanking the customer for the feedback given.

   

  
  

• Initial Complaint

  Date:09/22/2022

  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 preformed a service of aerating my lawn while I was out of town. Turns out that TruGreen tech cut my Invisible Fence line which was confirmed by an Invisible Fence tech that came out to fix the damage which I had to pay to fix. I have reached out to TruGreen by phone and email multiple times and have gotten no response from anyone nor my money for having to pay to fix damage they caused.

  

  Business Response

  Date: 09/30/2022

  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 by phone apologizing for the inconvenience caused, confirming the reimbursement for the invisible fence repair has been processed to be returned in the amount of $157.70 to the credit card on file within the next 3-7 business days.
  

  Customer Answer

  Date: 09/30/2022

   
  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:09/22/2022

  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.

  Complaint-Request resolution of completion of service or refund to our credit card. 1. On 9/1/2022, TruGreen stated they performed ********************* at our address.1a. This is not true. They only performed Aeration and told us they didnt have seed and told us to call TruGreen for someone to come back with seed. We called and someone was supposed to schedule service to apply seed.3. We paid TruGreen for ********************* at $255.10 with word from TruGreen they would be back to apply seed.4. We received emails dated 9/7/22, 9/9/22 and 9/15/22 from Trugreen that free service would be coming up. We never received this service. 5. We even received notification from TruGreen that service was completed of which it was not.6. When you call TruGreen regarding our account, it states on the recording our service was complete for the year. This is NOT true. 7. Coincidentally, these notifications are no longer on our TruGreen app but we did save the emails received.8. As stated above, we are requesting resolution of seed application to complete this service.

  

  Business Response

  Date: 10/04/2022

  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 aeration & overseeding application has been completed to their satisfaction.
  

  Customer Answer

  Date: 10/04/2022

   
  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:09/22/2022

  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.

  Last spring Trugreen came out and performed service on my lawn. I was very unhappy with my service. This past spring, they sent me a text asking if I want them to come this year. I replied saying absolutely not and how I was so unhappy with their service. While I was out, they showed up to my house and aerated my lawn without permission and damaged a line in the process. I immediately called and complained. They said they would not bill me. Then I keep receiving email bills. My daughter calls them on our behalf and they tell her it doesn't show we owe anything and to not worry. They also said they would make sure the emails stop. Fast forward 3 months and I now receive notice my bill is being sent to a collection agency. Yet again my daughter calls. 30 minutes later she is told they never did anything before on the phone and that she has to wait to be called by the local branch manager. She asked to speak to a manager or get the number for the local branch and the lady on the phone said there was no manager and that she doesn't know the phone number for the local office. This type of thing is all over the internet. They are illegally trespassing and destructing property.

  

  Business Response

  Date: 10/04/2022

  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 amount of $289.00 has been waived, confirming their credit rating will not be negatively impacted.
  
  
  

• Initial Complaint

  Date:09/22/2022

  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.

  TRUGREEN started sending us random invoices ($68.95) for services they claim to have performed on 08/03/2022. Our business has never requested services or signed any contracts with TRUGREEN.We've attempted to resolve the complaint by calling their local office and keep getting told that a superior has been notified and they would be reaching out to resolve the issue. As of 09/22/2022, no superior has reached out to resolve the issue.We are requesting that any false invoices cease to be mailed to our office, and no further contact by this business for money they claim to be owed by us.

  

  Business Response

  Date: 09/23/2022

  The ************** Team reached out to the local office regarding this account. After an investigation, we determined that this account was set up fraudulently.  We reached out to *** at Park South and apologized for what happened.  We have canceled the account, and credited the open balance.  An email was sent to *** for confirmation, and he has the contact information for ************** if he needs anything else.

  Customer Answer

  Date: 09/23/2022

   
  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 corporate office contacted us letting us know that the service was set up fraudulently by a previous employee and that the balance and future invoices can be disregarded.

  Sincerely,
  
  Park South At Deerwood

• Initial Complaint

  Date:09/22/2022

  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.

  During the month of July, Always ***** Technicians came in to service our lawn. We informed the Technicians that we noticed some fungus activity. They said they would have the Manager, **, give us a call. Al, came to our residence after a few weeks and treated our lawn for weeds but didn't take care of the Fungus. We called him again to see the damaged lawn from the chemical he used and to see the fungus we've been complaining about. After several calls, **, finally came August the 18th, and said the lawn needed fungicide and it would cost ***** dollars. We agreed to it and he said, someone will come tomorrow, Friday the 19th. No one came and when I texted him on Friday around 2pm he said, someone should be there today. No one came Friday. On Monday 8/22, I texted him again and **** 'No One Came". ** never replied to my message. I called Always ***** and they said, a ticket was placed on Thursday and it takes 5 business days for the Tech to arrive. It's been more than 10 days and no one. I've made 3 calls to Always green ************ and ******* keeps apologizing and telling me someone will call back. She also said Always ***** is responsible for your property and they will take care of damages made to the lawn. The lack of response and telling me that someone will call has pushed me away from going to another company. Well, My lawn needs attention and I placed a call to another company today. I can't deal with them. ******* gave me a number to call Tru Green to complain, because Tru Green bought Always ***** and the number I called ************ is NOT IN SERVICE. I informed ******* of this number. She said all calls are recorded, so if you need to get a copy of this call, please do so. Sod and plugs are expensive and we love taking care of our property. The company needs to give us money back so we can fix the damages on our lawn caused from their lack of service and commitment. I have too many photos but can only upload one bec of size upload.

  

  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 active account, TruGreen branch service manager, ********************* has visited the customers property and saw that the customer has chinch bugs and mole crickets tracking. He had the customers property treated and will apply plugs within the next few weeks. Corporate customer care will also continue to follow up with the customer.  

  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.

  **** responded, took action and his Technician are following thru.  I am very satisfied and happy to work with TruGreen.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/21/2022

  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.

  After prepaying for annual services in June 2021, TruGreen is attempting to collect for a final service provided in May 2022. We canceled service on May 17th22, yet they continue to bill us and have now sent us to collections for services that have already been paid for. They also billed us (and autopayed themselves) for a service performed in February 22 which my creditor promptly reversed and credited my account. We have spoken with 3 separate TruGreen agents that claimed to have taken care of the final overcharge and provided us with a cancellation number, yet continue to harass us. There is no signature obligating us to extend our agreement. All services have ceased after **** cancellation. Their billing practices have proven to be very deceitful, they dont follow through with taking care of the overcharge as promised, so I refuse to overpay.

  

  Business Response

  Date: 09/30/2022

  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 amount of $48.39 has been waived leaving the account with a $0 balance, confirming their credit score will not be negatively impacted.
  

  Customer Answer

  Date: 10/01/2022

   
  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:09/21/2022

  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.

  I have contacted TruGreen regarding their services. Our lawn has many weeds, including creeping ******* covering a third of the backyard, brown, burnt areas from the chemicals used. We paid extra to kill ******** Beetles, but there was major damage to our vines. Of note, we have had TruGreen for the previous 2 years; the first getting rid of the creeping *******, and last looking much better. We are now back to the point of being worse than we started. I have reached out to TruGreen twice to have a manager come to my home to see the yard. I would like to have my money returned for this entire season and also to make them aware of how poorly their services have been. Now, I am adding the fact they have totally ignored my complaints. Non-existent customer service.

  

  Business Response

  Date: 09/30/2022

  A member of our ************** Team has been in touch with this customer.  We apologized for the condition of the lawn.  The customer's account was already canceled.  We did offer to have a local service manager visit the property to do an evaluation and determine what we can do to help.  At this point, they do not want Trugreen to continue to treat the property.  We agreed to refund $298.89 for lawn and tree/shrub service.  The customer is aware it can take 5-7 business days to process, and the ************** Team will follow up to make sure they receive it.

• Initial Complaint

  Date:09/21/2022

  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.

  I was a customer of ********************** and my customer # is **********. I was enrolled in the lawn maintenance plan for 6 services. Into 4 services (amount totaled to ****** $), I was terribly disappointed with the service that was provided to me. It is a new lawn and I started off with Trugreen to maintain my lawn. My lawn (about ****** sq ft) went from being healthy to being dead in few areas, yellowish and most of the lawn being covered with foxtails, broad leaf weeds, crabgrass etc. 1. During the first visit I had my brother (we were out of town) ask the rep to perform a soil analysis and I have not received it even 5 months later. 2. We were out of town for the first couple of visits and I had been verifying with my ring outdoor camera if the rep is doing what he was supposed to do but he would just walk few times from east to west and be done with it. Service would be over in just a few minutes for about a 0.4 acre yard. I had recently tried weed control with a hose sprayer and it would take me about an hour to go over the complete yard.3. During my last service which happened in Aug, I was waiting for the rep to show up but he never did and I was notified that the service is complete on my account on the app. I reached out to trugreen and they said the rep might have gone to a different address and so he rescheduled my service to another day.4. I waited for the service rep this time and he just took a few minutes to go over portions of my lawn. I was dissatisfied with the service and canceled trugreens services. I later reached out to trugreen customer service for a refund before filing a complaint here in BBB. They said they cannot refund as my account was closed. I have then since purchased 200$ worth of products to treat my lawn on my own (Weed killers (foxtail) , Fertilizers, Weed and Feed etc). Just a complete waste of time.

  

  Business Response

  Date: 09/26/2022

  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 *************************** met the customer on the lawn on 09/23/2022, educating the customer on the current lawn conditions and to set expectations moving forward,confirming the customer will receive a free reservice to treat for weeds on 09/26/2022, confirming the next 2 applications will be at no additional charges,
  
  
  
  

  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. I appreciate Trugreen for looking into the matter with urgency and the branch service manager ****** as well for responding quickly to address my concerns.
  
  Sincerely,
  
  *************************************