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:09/15/2022

  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 hired TruGreen to take care of my lawn, you would think with a name like that your lawn would be green. They killed all my grass. I called numerous times complaining they killed my lawn. The sent technicians out several times and did nothing. One came out and took pictures and said he was going to take then back to the office. I called back they said they were working on a solution to resolve the problem. Never heard from them, so I called back again, they said a supervisor will come out, never did. I called back again and told them the only way to resolve the problem is to core aerate and overseed or give me my money back. They cancel the service and refund the last three service. I want all my money back because now I have to pay some to redo my lawn. They need to change the name of that company.Thank you.

  

  Business Response

  Date: 09/19/2022

  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 to come up with expectations for their lawn,the service manager educated the customer on fescue being a cool season grass and how to get their lawn back to normal, confirming a free aeration &overseeding will be completed in October, confirming the account has been re-opened, apologizing for any inconvenience caused
  
  
  

  Customer Answer

  Date: 09/19/2022

   
  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:09/15/2022

  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.

  I cancelled service at a rental property at ************************************************************** last spring. Then, on August 10, 2022 I received a reminder call that they were going to come out and service the yard. I immeditely called and said that the accound had been cancelled, The person helping me said - "yes, it's cancelled" - I stated that I did NOT want them to go out that day.Then, I get a bill for $72.** for service provided on August 10, 2022, I have tried to write them, but the "friendly reminder I received a while back, but the email did not allow for a reply.I believe since I previously cancelled and because I called AGAIN to tell them not to come out, that I should not be responsible for this payment,

  

  Business Response

  Date: 09/20/2022

  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 account has been cancelled/closed, confirming the balance of $72.41 has been waived,apologizing for any inconvenience caused.
  

  Customer Answer

  Date: 09/20/2022

   
  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:09/15/2022

  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.

  i hired trugree. for lawn weeds , upon second application they over sprayed my lawn causeing it to turn brown in long strips and square patches, after weeks of hyper watering and several other applications i still has just as many weeds in my lawn as before they started. i paid over ****** in services for little to no change in my lawns condition. after several complaints and constant promises of correction i cancelled the service with no change in my lawn and i feel as if nothing was done and i was swindled out of my money.

  

  Business Response

  Date: 09/16/2022

  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 guarantee policy,confirming an additional refund in the amount of $64.11 will be processed and refunded to the credit card on file within the next 3-7 business days due to lack of results, apologizing for the miscommunication and any inconvenience caused.
  
  

  Customer Answer

  Date: 09/16/2022

   
  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:09/14/2022

  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.

  The service received by TruGreen for 2022 tick and pest control has been awful. I have complained to the company in 2 instances where I receive an email that states that their technicians were at my house to complete a treatment and in both instances they were never at my house.Their technicians are lying about being at my house as I work from home and never did any technician come to my residence in these instances. They provide emails to let you know a tech is on their way I always made sure to be home to see how the service was done.I requested multiple time to have a Manager call me to resolve and they do not follow up.I was promised credits to my accounts due to bad service but have never received a credit.I am asking that they send me an email confirmation with what refund will be provided to me as I have cancelled my account with them and am owed monies since I prepaid in full for the year.Their customer service is terrible at best - not sure what happened to this company.Management does not seem to care.

  

  Business Response

  Date: 09/15/2022

  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 for the remaining prepay for the lawn applications for $213.82 has been processed, a refund for the remaining mosquito applications for $187.95 has been processed, and additional refund for the mosquito applications that were to be credited in the amount of $196.10 has been processed as well, the refunds will be refunded within the next 3-7 business days to the credit card on file, apologized to the customer for lack of results, miscommunication, and any inconvenience caused, thanking the customer for the feedback given.
  

  Customer Answer

  Date: 09/16/2022

   
  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:09/14/2022

  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 have a full yard plan. 2 applications ago I was home and the back yard was not sprayed. I called and told the operator that the tech only did the front. She told me he was going to call me. He never did. I usually I have cameras running in the front and back that record when there's motion. I was home that time and did not see the tech back there. The last application I was not home but the cameras did not catch any motion in the back.

  

  Business Response

  Date: 09/16/2022

  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 for the inconvenience caused, confirming a refund for $87.38 will be processed and refunded to the credit card on file within the next 3-7 business days,
  
  
  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18024876
  
  I am rejecting this response because: Yes, they offered to refund me ***** but that was only for 2 missed back yard applications. They were supposed to treat my back yard for grub control. As a result my back yard is full of moles this year. I had to buy mole repellents, mole traps, and spray. Unfortunately moles got under my pool liner and caused it to rip.  The hole cased a huge gap therefore all the water was drained. After further inspection large mole dwellings can be seen leading to the pool from my back yard. If my yard was treated properly as I requested perhaps the moles would of not been so keen to dig up my yard for grubs. After talking to my wife more she also has never seen a true green employee in my back yard. True green can come and look in my back yard and assess the damage for themselves. They will be able to see all the weeds, clovers, dead spots and moles from a non treaded back yard.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/24/2022

  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 phone on 09/27/22 at approximately 9:45am-CST leaving a voicemail, on 10/05/22 at approximately 8:20am-CST leaving a voicemail, and on 10/24/22 at approximately 11:30-CST leaving a voicemail as well and email without reply, the service manager ************************* has tried to contact this customer by phone and email various times without reply, the service manager ************************* has sent an email to the customer with an article from Rutgers about moles, confirming the service manager ************************* has left his contact information if the customer has questions and/or concerns, if we can be of further assistance, please contact ************ or by email correspondence sent
  

• Initial Complaint

  Date:09/14/2022

  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 have been using True Green for almost 2 years. On August 15, 2022 a True Green Technician arrived at my residence and applied a treatment to my lawn. I noticed the lawn was looking yellow in areas of my front yard. Within 3 weeks my lawn has gone from green to brown and dead. I have every service that True Green can perform on my lawn such as fertilizing, weed control, insect control and mosquito treatment. I tried calling the local True Green franchise in ************, ** but got the call center every time I called. I tried calling the local franchise about 10 times over a three day period. I eventually spoke with a man at the call center who took my information and complaint. I told him that I was trying to get in touch with the local True Green franchise dealer who treated my lawn. He stated he would get them the information and someone would come out and look at my lawn on Wednesday September 14, 2022. On September 13, 2022 at 9:01 am I called the local True Green franchise and again I was routed to the call center. I spoke to a lady who said she see where I called about my lawn. I advised her that since my conversation with her coworker on September 12th that my lawn has gotten worse and is spreading across my yard. The dead area is now about 35 feet long by 25 feet wide. The call taker stated she was going to send the general manager a message saying to reply with you ASAP and he should be calling within a few minutes. That has now been 25 hours ago and still no phone call. I emailed and called several phone numbers with True Green and still no response from them. There is more I could put in this complaint but I have reached my limit of characters that I can type. If someone can call me I can go futher into the problem I am having with True Green. I can be reached at ************ and ask for *************************. Thank you

  

  Business Response

  Date: 09/19/2022

  A member of the local management team visited this customer's property on Friday and determined they have a mole cricket problem.  A service call has been entered to treat the lawn, and is currently scheduled tomorrow, 9/20.  The customer is satisfied at this time.

   

• Initial Complaint

  Date:09/13/2022

  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 got charged for ************ services for approximate $243, when no service occurred. I spoke to customer service in June, which in turned they said they credited back to my account **********. But notthing was updated until today 12Sep I received another bill for the amount of 350. I called and spoked to ******, who told me that nothing she can do even her manager or anyone higher. I have to pay this amount. Could you help me please, thanks

  

  Business Response

  Date: 09/14/2022

  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 apologizing for the billing confusion,confirming the customer prepaid for lawn service yet the money went towards the tree & shrub applications, the money was moved to the lawn applications resulting in more money owed, confirming a credit to the account of $222.86 has been processed for the overlap in monies owed and confusion with billing, the customer agreed to make a payment for 2 lawn applications in the amount of $127.29,confirming the customer took over the account from the previous homeowner, confirming the account has been cancelled/closed, the customer requests to start lawn service in 2023 under her name, confirming information has been sent to sales department to set up a new account.
  
  

• Initial Complaint

  Date:09/13/2022

  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 am making this complaint in regards to this business poor service quality, negligence, and poor ******************* On 5/6/22 the service specialist applied fertilizer to my lawn that damaged multiple parts to my front lawn. I called to make the complaint and True Green scheduled a service specialist to evaluate on 6/22 lawn wasburn due to over fertilizing and applied "Revive" to bring back grass. True Green informed me to evaluate lawn after 20 days to see improvement. After 20 days there was no improvement to grass growth. I called and reported to True Green that grass has not improved and requested General Manager to provide a suitable remedy to their negligence. The service MGR called me and left message however never returned my call subsequently. After multiple calls to True Green, the customer service had service manager come to my house and granted me a complimentary aerations and over seed to remedy the burnt grass. 9/7 Service specialist claimed aeration machine was too wide to make it through side gate to back of lawn. They also incorrectly overs seeded without aerating. He told my wife that they have to come back with smaller machine. What he didnt tell her was that in the process of getting the aeration machine through gate he broke my sprinkler anti siphon system and 3 pipes, causing water to gush out all over the place. I called True Green to complain and the customer service rep said that they will pay for the broken sprinkler system and to send them the estimate and invoice. **************** rep said that the *************** will be calling you ***** hours later. I explained to her that i had to shut my house main water off due to the pipe break and that i need it GM to approve and call immediately. She said that GM will contact you ***** hours. I never received call back from GM and its now 9/13. This is after two more escalation requests that i made to True Green to have GM contact me. 9/12 sprinkler was repaired because leaked for 6 days

  

  Business Response

  Date: 09/21/2022

  A member of the ************** team has been in touch with this customer.  At this time, the aeration and seeding has been completed.  The customer understands that it can take a few weeks to see results, and will call if there are any concerns.  ************** apologized for the lack of response from management.  We will be giving this customer the remaining services this year at no charge, and a refund of the remaining amount of their prepayment has already been processed. A partial refund for the cost of repairs to their irrigation system has already been issued, and the process was started today to have the remainder refunded.  It can take 5-7 business days for refunds to process.  The customer was satisfied at this point. 

• Initial Complaint

  Date:09/13/2022

  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 committed to provide a full lawn treatment service that would get rid of the awful weed problem we have in our front yard. When we signed up they told us if we stuck with it for 6 months it would look like a golf course. Their first visit out they identified our weeds as dallisgrass but said it was treatable and started treating for it. From July of 2021 to July of 2022 weve made 12 payments over 12 months because I wanted to be patient and have faith that it would work. Weve now paid a total of $848.45 and the weeds have only multiplied. We called to complain about this to TruGreen around August and they said all they could offer was a free extra visit. The extra visit didnt help at all. This is when we called TruGreen and started to ask to speak to a manager. Apparently that is impossible, all they can do is have a manager call you back within ***** hours of your call and if you miss the call youre out of luck. Many times they didnt call back at all. We once missed a manager call and he left a voicemail saying he will send out an extra visit and an evaluation of our lawn. The evaluator told us that the dallisgrass he was seeing he cant do anything about a year later! So we were told it was treatable in the beginning to get our business, and now a year later they tell us its actually not treatable. So weve now been calling TruGreen to try to speak with a manager for months for a refund. Employees we talked to complained that they couldnt even get ahold of their own managers and they sympathized with our frustration. We spent a year and over $800 paying for this service, doing all the recommended after care, and being patient just to be told a year later that this is actually untreatable and having a hard time getting in contact with a manager about a refund. It seems TruGreen does not care to actually resolve this problem.Our customer number is **********.

  

  Business Response

  Date: 10/03/2022

  A member of the ************** Team has been in touch with this customer. We apologized for the issues the customer had with the service.  After reviewing the account with the local management team, we have agreed to refund this customer for the fertilizer and weed ********************** services they received.  A refund of $564.15 is in process, and the customer is aware it can take 5-7 business days for the refund to process.  A member of the ************** Team will follow up to make sure they receive the refund.

• Initial Complaint

  Date:09/13/2022

  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.

  Sept 4th trugreen came and was supposed to air rate my lawn, after the machine drove all through my yard all of these brown spots appeared. He did not air rate my lawn, he saw all these brown marks and left. I have contacted the company 4 times via telephone and can not talk to anyone but the customer service representative. The claim is in the system but the manager ********************* will not call me to set up a time to come out and do a damage assessment. I have gotten zero help and have no where else to turn to get my lawn fixed that they damaged. I still got charged $288.58 that I am disputing as well, disputing it because I am not paying money for my property to be damaged which is clearly see in the pictures. The pictures so exactly where the machine drove through my lawn on sept 4th. **** was the service tech name however it did not provide me with his last name. I have tried everything I can to resolve this on my own but trugreen will not allow me to speak to a supervisor or anyone in the company with any power. I dont know why I can not get a phone call back and I am simply out of options. Their customer service is awful because of this and its pathetic they will not just own up to this mistake. Mistakes, things happen I get it and understand and can accept that if the mistake can be fixed. Please contact me with any additional information or questions needed in order to help me with my complaint I am filing at this time. *************************

  

  Business Response

  Date: 09/27/2022

  A member of the local management team reached out to the customer.  A portion of the machine was stuck in the down position with out the technician knowing and did damage the lawn.  ************** team agreed to slit seed the customer's lawn to help it recover.  The slit seeding was completed last week.  We refunded the customer the cost of the aeration and seeding that was completed as well.  The customer is satisfied at this point with the response from the local office.  A member of the ************** Team will reach out to the customer in about 3 weeks to check on the condition of the lawn.