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

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
• 

  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  

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:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TruGreen is comitting unauthorized service to customers! ITruGreen came to my resident and attempted to service my lawn. It looked like no one was at home, the servicem man did not ring the door bell nor knock on tje door to see if anyone was at home before servicing my property. I did not authorize this service! They were going to service my property and bill me for it! The service man said TruGreen dose that all the time.

  

  Business Response

  Date: 09/23/2022

  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, apologizing to the customer for the inconvenience caused, the customer did not want any further contact moving forward and I will add them to our DO NOT CONTACT queue
  
  

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I being using trugeen for years but the last couple of years they have been doing a hit and miss ***. I had someone come out 9/16 and I am not sure you even did anything at all. I requested to only use the liquid fertilizer or weed killer and they will not. I asked for a manager to call me on three different weeks and never received a call as of today. I am starting to believe this is a scam at this point.

  

  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 active account, corporate customer care contacted the customer directly confirming the service manager *************** has contacted the customer, confirming the last few applications were completed with a riding spreader, confirming the customer only wants liquid applications moving forward, educated the customer on different types of treatments,apologized for any inconvenience caused
  
  

  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:09/21/2022

  Type:Customer Service 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 has repetitively failed to communicate and follow-up with their service promises. Examples include the following: When calling TruGreen customer service and attempting to escalate an issue to a supervisor, the request for a supervisor is denied. When ***** from TruGreen called and left a voicemail, he left me a call back number that rerouted to the corporate customer service line. When *** called to schedule an appointment, he did not show up to the appointment. Instead, he sent ***, who, without any advance warning, showed up at my door over 3 hours early from ***'s scheduled appointment time, claiming to be there in ***** stead. When I showed him ***'s text message confirming the appointment time at 1:30 and asked why he was there so early, he said he liked to arrange his day with his furthest customer first. This ********************** shows a complete lack of regard for the customer's time and schedule, and prioritizes his personal needs over the needs of his customer or his employer. *** never communicated with me at all that was unable to make the appointment, that he was sending someone else in his place, or that he needed to change the meeting time to accommodate a change in his schedule. This shows a complete lack of respect for his customer, and a pure unwillingness to communicate effectively with his customer. As resolution, I am asking for an assurance of improved communication from the business, as well as a 50% credit off my next service to compensate for my time and energy resolving these matters.

  

  Business Response

  Date: 09/26/2022

  A member of the ************** team spoke with the customer. We apologized for the experience he had with the local office.  The customer is currently set up to receive pre-service notifications via email, and we have agreed to do the next fertilizer/weed control application for the customer at half off.  The customer was satisfied with this solution.

  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.

  I would like to add, for public awareness, that the business continues to miss appointments and treat customers as if the customer's schedule, life events, and priorities are of no consequence to the business. This business has missed their next scheduled service despite having scheduled it themselves at a time that was convenient to them and given a five hour window for arrival. I am told the service will be rescheduled, however as of the time of this response the reschedule has not yet happened. Customer's are simply have no meaning to this business and any customer **************************** rating higher than F is undeserving.

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

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made the mistake of paying for full services for a year in advance. It appeared to save money by paying upfront but the stress it has caused has negated all of that. There are 3 parts to my agreement: mosquitos, shrubs, and lawn. I've never had an issue with the first two, it's ALWAYS with the lawn. I have a big yard, it's an acre lot, I made sure that wasn't an issue up front and I'm sure I paid extra for that. The problem I have, and what everyone should be made aware of, is they lie. They DO NOT come and service your yard. They call a day ahead and let you know they are coming, they even have the gall to say on the automated message that you do not have to be home for them to service your yard. It makes me wonder how many people they have scammed because of this. The day they are supposed to come you get an email when they are on their way, another showing their location, and then I get one when they are done. I'm fortunate that I work from home and I ALWAYS make sure I'm here when they say they are going to be here because they lie. Three times now I get an email that they are here, and then minutes later another email saying they are done. No one ever comes. Three times I call immediately afterwards and customer support reschedules another appointment. Every time they tell me they probably did the wrong house.....the same excuse every time. I don't believe this either because they always come after it's been rescheduled and the mosquito and shrub people have never had that problem. It's a practiced excuse and it's a lie too. Everytime I call about this I always request for someone from Management to call me too, I still haven't received one call!!!! I'm so upset with myself that I paid a year in advance. The lack of morals of their employees, the lack of ethics by this company is unbelievable. I don't appreciate being lied to constantly and having to call over and over to get services done that I paid for already. This is the worst decision I've ever made.

  

  Business Response

  Date: 09/26/2022

  A member of the local management team reached out to this customer.  He apologized for what has happened with the lawn technician, and sent one of our technicians back out at the end of last week to make sure the lawn was taken care of.  A member of the ************** Team reached out to the customer today, and they were satisfied with last week's visit.  The ************** Team will follow up with the customer at the time of the next lawn service to make sure it is completed.  The customer was satisfied with this solution.

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18053574
  
  I am rejecting this response because: The corporate office has reached out to be and they have been very nice. I'm only rejecting this at this time because the local manager is supposed to call me back since this service was done and he still has not (he called me once, he was supposed to follow back up). Until this is resolved I want to leave this open.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/25/2022

  The corporate care team reached out to the local branch and confirmed the email requested by the customer was resent.  There was an issue with the service the customer received last week.  We were able to have the technician go back out to the property.  We also agreed to refund the customer for the service completed last week as well as give them the last lawn service of 2022 at no charge due to the issues they had.  A member of the corporate care team will continue to follow up with the customer over the next couple of months to make sure they are satisfied.

• Initial Complaint

  Date:09/20/2022

  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.

  Used Trugreen for a number of years and were on month to month service, when, in March, we decided their service had declined and called to cancel. Paid the last bill and found other provider.The next month we stopped their guy from spraying the yard and he said we were still active, but that he would tell them we stopped. Received a bill for his stopped service and called to cancel, again, and said we were not going to pay for that last stop.Invoices continued and we called to tell them of cancellation, again.Since then, multiple calls from them about our delinquent account are coming in weekly, sometimes several a day!Called two weeks ago, again! And they said we would have our account cleared in their system and we would go on their no call list.Call HAVE NOT STOPPED!What are our options to get them to cease and desist this harassment?

  

  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 amount of $63.67 has been waived leaving the account with a $0 balance, confirming the account has been cancelled/closed, their credit rating will not be negatively be impacted, the customer does not want any further contact and I have added them to the DO NOT CONTACT queue.
  
  

• Initial Complaint

  Date:09/20/2022

  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.

  We were contacted via phone by a sales representative for TruGreen. The representative told us he would charge $ ****** for the year, which would include our monthly grass service, mosquito repellant service and tree and shrub fertilizer service. We agreed and on 6/26/22, the amount was taken from our account. Since then, we are being auto-debited $73.75 each time a monthly grass service is performed, without our authorization. No one has come to perform the tree/shrub service. It has taken me numerous calls to TruGreen to finally figure out that the sales representative only applied the mosquito service to our account with the $****** payment. I have told TruGreen this is incorrect and have asked for a manager to review the recording of the conversation with the sales person and to get back to me. No one has returned my call for two weeks now. I just called again this morning asking to speak with a manager and I was told they do not have the ability to transfer to a manager and someone will need to call me back within 48 hours. Money is being stolen from our account on a monthly basis and their sales person lied to us about the product we were purchasing just to complete a sale.

  

  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 active account, corporate customer care contacted the customer directly confirming the sales manager ******************* has made contact with the customer to go over concerns with the service,confirming a refund in the amount of $220.68 has been processed and will be returned to the credit card on file within the next 3-7 business days for the last 3 mosquito applications, confirming the credit card has been removed from the account for future applications,
  

  Customer Answer

  Date: 09/29/2022

   
  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:09/20/2022

  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 called to cancel my service 3 times now. I first called to ensure the service was not on auto renew and was told it would be cancelled after the last planned service, yet in August they serviced and charged $400+ which was not on the original plan. I paid for this service, but called again to ensure no more services would occur. Today, I received a call to inform me another service was scheduled for tomorrow. I need to ensure there will be no more services and my credit card will not be charged go forward Account number: **********

  

  Business Response

  Date: 09/29/2022

  A member of the ************** Team reached out to this customer.  We apologized that the service continued after they requested it to be stopped.  We confirmed that their service with Trugreen has been stopped, and there should be no further charges to their card.  

• Initial Complaint

  Date:09/20/2022

  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 had ongoing problems with TruGreen. The latest issue was as follows.On Thursday, September 15, 2022, TruGreen came to my property to perform an aeration and overseeding service. When I arrived home, there was evidence that someone had been to my property, however the service was done extremely poorly. The was some evidence of work done, but very little. In fact the documentation provided to me by TruGreen indicated that the technician was only at my property for a total of 20 minutes. There is no way a complete service could be completed in this time.I called TruGreen customer support to report the problem. I was promised that I would here from the **********, ** management team within ***** hours. This never occurred. I was promised that the service would be redone to my satisfaction. This second service was scheduled for Monday, September 19, 2022. The service never occurred. Instead I received a text message that the service had been cancelled. No explanation for the cancellation was given. When I spoke with customer service on Thursday, September 15, 2022, I was promised that he would keep the complaint where he could monitor the situation and give me a call back within the ***** hour window to confirm that I had heard from the **********, ** management team. I never received this call back.On Monday, September 19, 2022, I again called customer service and was hung up on twice before finding a service representative who would even listen. I requested that the cost of the aeration service be refunded and that my service be cancelled. I have yet to confirm whether either of those will actually occur. I do believe that TruGreen will be happy to lose me as a customer.

  

  Business Response

  Date: 10/05/2022

  A member of the ************* Team contacted this customer to discuss the concerns they had with the service.  We apologized to them for the experience they had.  At the time the complaint was received, the customer's service was already canceled and they had already been refunded.  ****************** Team offered to get local management involved, but the customer declined. A this point he did not want anything else from Trugreen.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18047695
  
  I am rejecting this response because: TruGreens response says that I rejected the offer to have local management reach out to me. That is exactly what I had been asking for. 
  

  the response from TruGreen is a lie and is indicative of the ongoing problem I have had. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally prepaid a service with Tru Green back in 2021, and in 2022 i got an automated call saying they were coming to perform service, i called them several times and told them not to come to my house and that if i needed service i would prepay my service, i was out of town in July 2022 and they came to my property to perform service. I have called them several times saying I'm not responsible for this as i didn't sign a contract and i would usually prepay my service and i have called several times and the notes keeps not getting noted on the account. This is just not a good way to do business.

  

  Business Response

  Date: 09/21/2022

  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 application completed on 07/21/22 has been waived in the amount of $41.82, confirming the account is at a $0 balance, confirming the account has been cancelled/closed, educating the customer on service, apologizing for any inconvenience caused.
  
  

  Customer Answer

  Date: 09/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/19/2022

  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 July 23 (May be off by a day) my grass receives it first treatment to help with some clover. The next day a woke up and my grass was turning yellow. I called they said they would send someone out. A few days later a very nice gentleman said that they had some new people and there is me reason why my grass should look the way it did he was very apologetic and said he would be reporting it to management. He applied something and said if I didnt see a change in a few days to call back. I went on vacation and when I returned the following week most of what was yellow was dead. I called again they said they would send someone out. A few days later a tag was left on my door while I was home. A car pulled up out front sat for about 5 mins got out left a tag saying I needed to water and drive off. I immediately Called and since then I have been calling several time a week each time I ask for a manager to call me and this has yet to happen. One person about a month ago said they will make sure their mistake is fixed and would sees the yard in September but October was too hot. I was satisfied with this. A couple days later I received a voicemail that a manager had been out and spoken to me and per my request I was getting a refund and my service was canceled. I never had said conversation. I then found a number to corporate and have been calling them the last 2 weeks they say they will reach out to the local manager they were even nice enough to call back and see if anyone had contacted which they hadnt and I was told another email would be sent. Today I called again and was informed since I canceled my service (which I didnt) they would t be coming back out and I would have to open a new account (which I will not give them another dime). They read me all these notes from local managers that was filled with lies that they have talked to me and NO one ask spoken to me and I keep telling them this. I just want my grass fix that they killed. Its several

  

  Business Response

  Date: 10/04/2022

  Both the ************** Team and the local management team has been in touch with this customer.  We apologized to her for the issues she is seeing in the lawn.  The local management team agreed to aerate and seed the customer's lawn at no charge to help the lawn recover.  We are currently scheduled to aerate and seed the lawn this Thursday, October 6, weather permitting.  ***************** Team will follow up with the customer once the service is completed to make sure they are satisfied.