Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,818 total complaints in the last 3 years.
- 469 complaints closed in the last 12 months.
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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:03/31/2025
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.
In April 2024 I signed up for lawn treatment. I paid $886.54. It was a rough start but I assumed it was the sales ****** being new. The first ****** that came said he would be my technician from then on. He also told me that I was over charged as a good portion of my back yard was just *****. I communicated this with the branch manager ****** ****. He assured me he would come by take a look and adjust the pricing. He never came. Through out the period I reached out to him multiple times, left voice messages other than promise to come take a look he never made an attempt to correct any concerns.The year ended and my emails and texts made it clear I was unhappy. In February I got a text about a technician coming by to do something. Again I reached out to ****** **** asking why I am getting this text. He never responded and a tech came and did something.I assumed since I paid for a year until I got an invoice from them. Once again I called, texted and emailed ****** ****. He did not respond, but I kept calling. He acknowledged he remembered me but really was not clear about doing anything.I started getting calls. I told the **** the whole thing and one said she would be happy to cancel the account and take my payment. I kept telling her I would not pay for something I never agreed to. Eventually last week I spoke to someone that informed me that I agreed to be on a continuous contract. It would just roll over until I stopped. Again - I retell the story for the 5th or 6th time. I had told her I was recording the call. She talks to a supervisor and comes back and tells me they are canceling the ************* I get another call from them saying I owe them money.I am fed up with the bullying and the underhanded way they do business. They send a different tech out every single time and the techs say - I don't know I am just...Please help.
Business Response
Date: 04/02/2025
TruGreen called and left a voicemail for *** ****** on 4/1/25 and 4/2/25 with no response. TruGreen also sent *** ****** an email on 4/2/25 apologizing for her customer service experience. ********************** completed the annual lime treatment on 2/7/25. *** ****** contacted TruGreen on 2/10/25 to request that we make sure to knock on the door before any services are rendered. *** ****** contacted TruGreen on 3/10/25 to cancel the service due to unhappy with the services. Our records indicate we spoke with *** on 3/28/25 and processed the credit for the service that was completed on 2/7/25. It is never the intent of TruGreen to have a customer or non-customer to feel as if we are avoiding assisting. TruGreen did notice a few missed opportunities to resolve this matter and has taken the necessary steps internally to ensure our procedure of unauthorized service is followed. TruGreen considers this matter resolved.Initial Complaint
Date:03/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had service with TruGreen and the last 2 times they service my yard I called them and informed them that their service is not providing the results as well as the person they keep sending to my house do not service the whole yard especially when I know that they cannot go to the back yard due to the gate being locked. I also requested to schedule a service where I'm home so I can show them my concerns and it never happen. So I cancel the service and they charge me anyway and when I refuse to pay for it they sent it to collection, and I do not want my credit to go bad so I had no choice but to pay for it. My issue is that they do not stand behind their service and charge me for something that they are not doing.Business Response
Date: 04/01/2025
TruGreen called and left a voicemail as well as sent Ms. ***** an email apologizing surrounding the issues she encountered while trying to cancel her service. It is never TruGreen's intent to expect any customer to pay for a service if their expectation is for it to be rendered at no charge. TruGreen did identify some missed opportunities in our process when Ms. ***** called in disputing the service charge and request to cancel. TruGreen has addressed this internally. As a good faith gesture, TruGreen has processed a refund in the amount of $56.95. TruGreen considers this matter resolved.Customer Answer
Date: 04/05/2025
I did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.
Customer Answer
Date: 04/08/2025
From the CONSUMER:Sent 4/5/2025 9:03:25 AMRead by **************** on 4/8/2025 2:11:53 PMI did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.
Business Response
Date: 04/08/2025
TruGreen called and left a voicemail as well as sent Ms. ***** an email on 4/4/25. TruGreen apologized that her refund in the amount of $56.95 was declined by her banking institution on 4/2/25. TruGreen advised Ms. ***** that we mailed her a check on 4/3/25 in the amount of $56.95. TruGreen also set the proper expectation to allow 7-10 business days to receive these funds. TruGreen called and spoke with Ms. ***** on 4/8/25 and updated her as well. TruGreen considers this matter resolved.Initial Complaint
Date:03/27/2025
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.
Initial service on 3 11 2025 was told by tech week of 3 25 2025 would be regular service. Aeration was done on 3 17 2025, was not told this was a service that was nearly $300. App showed next service week of 3 25 2025, then moved to 3 27 2025 now shows *********. Called and was told the schedule was "wrong" on the app and is now correct. I have been home 2 days this week waiting on someone so my dog won't be out when someone shows up, call center staff are RUDE and don't know anything. Schedule changes with no notice except the day before service. Not happy at all and will be looking for a smaller ************* to use. Yard has been aerated, is a muddy mess and plugs left to dry are a trip hazard for a disabled person that has issues walking as it is.Business Response
Date: 04/01/2025
TruGreen spoke with Mrs. ***** on 3/28/25 and apologized for the concerns she was experiencing with the schedule date changing. It is never our intention for someone to feel as though we are avoiding servicing them. The app/online account system shows schedule dates with a note below stating "Date is subject to change unless confirmed". The customer has the option to "Confirm Date" or "Reschedule" the application. Without confirming, the schedule date may be changed up until when the schedule is finalized the day before the service and our pre-service notifications are sent out. Mrs. ***** has been advised to utilize the "Confirm Date" button in the future if she sees a date that works for her schedule in the app. TruGreen confirmed with Mrs. ***** the application was completed on 3/31/25 and there was nothing further we could assist her with at this time.Initial Complaint
Date:03/26/2025
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.
A trugreen representative enter our community that has a clearly displayed no solicitation sign. The representative came onto my property and left sales materials. I do not appreciate the disturbance of our private community.Business Response
Date: 03/31/2025
TruGreen called and spoke with *** ******* on 3/27/25. TruGreen apologized to *** ******* and assured him that we follow all Do Not Solicit guidelines. TruGreen takes it very seriously if any of our associates violate our company's procedure concerning this. TruGreen has placed *** ********* information on our internal Do not Contact portal to ensure that we do not knock on his door. TruGreen did advise *** ******* it could take up to 30 days for all information be updated in our system. TruGreen has addressed resolved this matter internally. TruGreen considers this matter resolved.Customer Answer
Date: 04/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******** *******20382 Minuet Pl******, FL 34293Initial Complaint
Date:03/26/2025
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.
Trugreens tech apparently purposely killed several large segments of my yard after being reported for missing half a dozen appointments. The service manager told me he had done this to other clients and subsequently suspended. TruGreen attempted to reseed my yard, but one of their techs sprayed pre-emergent on a portion of the yard shortly after seeding. The service manager told me on several occasions that they will sod the affected area in my yard. Trugreen came out and laid 54 sq ft of sod; the affected areas are over ***** sq ft. The area in front of my entrance sidewalk / front door has been aerated & seeded 3 times. (Twice by Trugreen and once by me - nothing is growing there). A Trugreen truck hit my front gate, tearing down the gate and a portion of fence. The contractor that Trugreen hired did a terrible job of repairing / replacing the gate - the gate needs to be reset / repaired.Business Response
Date: 04/14/2025
TruGreen spoke with Mr. ******** and apologized for his experience. The manager, ******, met with Mr. ******** and measured the areas needed to be sodded. I spoke with Mr. ******** today, 4/14/25, and confirmed the sod has been completed. TruGreen considers this matter resolved.Initial Complaint
Date:03/26/2025
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.
During last service, the guy from trugreen severely damaged my backyard gate (it is on cameras). Since then I called to customer service 4 times and talk through chat once. Every time they told I would be called within 48 hours. Surprisingly nothing happens. Finally I had to call police on non-emergency number to help me collect all evidences so I can start repairing it myself and still have proof of damage. I didn't expect this company was ignoring their loyal customers so bad.Well, and i still have weed...Business Response
Date: 03/27/2025
TruGeern called and spoke with Mr. ********* on 3/27/25 and apologized for his experience while trying to get his broken fence concerns address and resolved. It is never the intent of TruGreen to have a customer feel as if we are ignoring their concerns. TruGreen has agreed to credit the next regular lawn care application in lieu of repairs. The value of this service is $94.12. Mr. ********* advised that he will be doing the repairs himself. TruGreen has also agreed to refund any difference if the repair project is more than the free regular lawn care application. TruGreen did advise that receipts will be required in order to process any reimbursement. TruGreen considers this matter resolved.Customer Answer
Date: 03/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****** Loychenko*************************************, ********Initial Complaint
Date:03/26/2025
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 was billed for two monthly services, both of which I was here to witness them NOT doing at all. I have spoken to both a ***resentative who came to my door as well as one on the phone to inform them of the problem, additionally showing the in-person *** the problem with my lawn which their product supposedly helped (and which, in the past, it had to my satisfaction).They have now sent the bill to collections, and they are harassing me for money I absolutely should not have to pay, and absolutely will not be paying.Business Response
Date: 03/28/2025
TruGreen spoke with Mr. ******* today, 3/28/25. Mr. ******* advised that the 8/28/24 and 10/1/24 applications weren't completed. TruGreen agreed to waive the balance for the two applications out of good faith. Mr. ******* has been advised that TruGreen does not report debts to the credit bureau. TruGreen's collection partner will be notified within 7-10 business days of the balance between settled. TruGreen considers this matter resolved.Customer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I appreciate the rapid resolution of this matter by TruGreen.
Sincerely,
******* ************************************, MI 48895Initial Complaint
Date:03/25/2025
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.
We sold our home October of 2024 so we contacted Trugreen in October to cancel services and get refunded for additional remaining services or have them moved to new home. Old address is ********************************************************************* to new home *********************************************************. Canceled trugreen services w/ **** on 10/11 and he applied $101 credit to my account and continued it to new house with 2 services remaining too. I called back on 11/23 and confirmed again $101 credit and 2 services remaining and on 3/17/2025 I called Trugreen to use remaining services and credit and she confirmed and I spoke to . She confirmed I had 2 services and $101 credit and she is converting credits and services to new account/address which will take 24 hours then I can schedule service and will escalate it to get me some sort of additional credit or free services for all the issues and calls. I called again on 3/20 and was hung up on by ****. I called back immediately and spoke to ******** who transferred me to ******* who hung up on me. I called back again and spoke to **** who got me connected to supervisor. I spoke to *** ******* supervisor and he escalated matter with local office and I received call almost immediately from a sales supervisor **** who was so reassuring to help and made all promises to schedule service. He promised to call me back from office the following day with customer care to help me set up service on my new home and use the $101 credit and 2 remaining paid services. The two services and credit equal roughly $350 dollars and at this point I just want a refund as I have been unable to get a hold of anyone to assist and its been months.Customer Answer
Date: 03/26/2025
I did call tru green back again on March 25th and spoke to a representative ****** from ******** id ****** and he was unable to help me. He said account was closed indefinitely and all credits and services removed. I asked him to escalate to supervisor and his supervisor ******* in ******** id ****** said she was spread thin and may not come to call. 3 supervisors on site and all too busy to help me.
Austin is putting in a request for ** to call me asap - customer follow up request (CFR) submitted. But no *** provided on when I would be contacted so I informed ****** I am filing a complaint with BBB and he said I should
Business Response
Date: 04/01/2025
TruGreen called and spoke with Ms. ******** on 3/27/25. TruGreen apologized about the miscommunication surrounding her remaining credit balance when she canceled her service on 10/11/24 because she was moving. TruGreen let Ms. ******** know that she only had a credit balance for the last service that was not rendered due to the move cancellation. Our records indicate when Ms. ******** reached out again to get services at her new property, we mistakenly provided the incorrect information regarding her credit balance. We have provided the necessary coaching for these associates. Our General Manager from the local service center denied Ms. ********** request to be reimbursed $500.00 due to the time she has spent trying to resolving this matter. Ms. ******** accepted TruGreen's offer to refund her the cost for her first 2 applications in the amount of $189.92. TruGreen considers resolved.Customer Answer
Date: 04/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***** ********100 ******* ***** Ln************************Initial Complaint
Date:03/25/2025
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.
Complaint Summary: Unauthorized Billing and ************************************* I am filing this complaint due to what I believe are deceptive billing practices and continued harassment by TruGreen.Several months ago, when contacted by the company to update my expired payment method, I explicitly informed their representative that I wished to cancel the service. Service was discontinued shortly thereafter, which I understood to be confirmation that the account had been closed per my request.Unexpectedly, months later, I was contacted about an alleged outstanding balance. The company claimed to have sent a technician to my propertywithout my knowledge or consentand subsequently began billing me. I did not request or authorize any resumption of service, and I consider this an attempt to fabricate debt by resuming service under false pretenses.I contacted the company on at least three separate occasions to dispute the charges. Each time, their representatives acknowledged the situation, admitted fault, and assured me the issue would be escalated internally. Despite this, I began receiving multiple phone calls and emails daily, demanding payment for the disputed balance.This ongoing communication has become excessive and harassing. I consider these repeated contacts to be in violation of fair business practices and potentially unlawful under consumer protection statutes. The situation has caused unnecessary stress and frustration.Business Response
Date: 03/27/2025
TruGreen called and spoke with Mr. ********* on 3/27/25. TruGreen apologized for his experience and let Mr. ********* know that we have credited the balance from the service completed on 1/17/25. TruGreen also confirmed with Mr. ********* that the account has been canceled as requested. It is never TruGreen's intent to provide any unauthorized service and expects a customer to be responsible for the payment. TruGreen has identified a breakdown in our process and has addressed this internally. TruGreen considers this matter resolved.Initial Complaint
Date:03/25/2025
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.
[[BBB transcription via mail, see attachment for complete complaint details]]Tru Green came out on March 2-25 and sprayed yard - I did not ask them to do so, I never seen them, Neighbor told me they were here - on there own. I am 84 and I think they just did it on there own.Business Response
Date: 03/27/2025
TruGreen has attempted to reach Ms. ****** but has been unable to reach her. TruGreen apologizes for any confusion or miscommunication surrounding our continuous service policy. The services automatically renew from year to year unless the customer notifies us otherwise. The invoice from the service on 2/28/25 was credited on 3/7/25 in the amount of $65.61 and there is a zero balance on the account. Furthermore, the account was cancelled on 3/7/25 as requested. TruGreen considers this matter resolved.
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