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

  100 Mid County Drive Orchard Park, NY 14127

  
• 

  TruGreen

  6855 Appling Farms Pkwy Memphis, TN 38133-4711

  
• 

  Trugreen-Chemlawn

  7665 Commercial Way Ste F Henderson, NV 89011-6630

  
• 

  TruGreen Lawn Care

  80 Walsh Ct. Saint Charles, MO 63301

  

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:09/09/2022

  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 prepaid contract for seven lawn services, but they charged additional $83.67 for the seventh service. I have tried to call three times to resolve the issue but the reps said that I only have six services which is not true. I'm attaching the quote that I paid which indicate seven services.

  

  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 of $83.67 will be processed and refunded to the credit card on file within 3-7 business days, apologizing for any confusion or inconvenience caused

• Initial Complaint

  Date:09/08/2022

  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.

  Talk with rep on phone and agreed to paying to pay a deposit and a monthly fee for service. They wiped my bank account out taking $******. 1 transaction ****** and the other ******. The rep told me they would take 28 and change the first day then 49/month.. $49/month is $588 not ******. Rep stated when I called they would do refund but it could take 14 days for the refund to be put back on my debit card. She also said it takes 24 hours to get notification that refund is being processed but that isnt true either. My mother worked with credit/debit cards and customers were notified immediately when a refund was processed. I am a single mother who cant have her funds tied up for 2 weeks and back account in the negative thanks to these illegal practices. Overdraft fees ***** x 5 = ******

  

  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 $824.66 plus $137.50 for overdraft fees for a total of $962.16 has been returned to the credit card on file, apologizing for any inconvenience caused.
  
  

  Customer Answer

  Date: 09/15/2022

   
  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:09/08/2022

  Type:Order 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.

  They keep on coming out even though we told them we didn't want any more services and we're not going to pay for any more services and then send us a bill they call continually asking for more business even though we said we do not want any more business

  

  Business Response

  Date: 09/13/2022

  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 with a $0 balance, the customer has requested no further contact and I have added them to our DO NOT CONTACT queue,
  
  
  
  

• Initial Complaint

  Date:09/08/2022

  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 had gone online and requested a QUOTE to perform service to my yard. Instead of coming out to just provide a quote, they treated my yard (when we were not home) and have now sent me to collections. I IMMEDIATELY called, the day they left the treatment notice on my door, and made it quite clear that I did not want to contract with them and how frustrated I was that they took it upon themselves to service my yard. I do not feel that this was good customer service and that they took advantage of the situation. After looking at other complaints, it appears that I am not alone.

  

  Business Response

  Date: 09/13/2022

  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 with a $0 balance, confirming the amount of $40.47 has been waived, apologizing for any inconvenience caused.
  
  
  
  
  

• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  True green was hired to care for 26 Arborvita trees in my yard. They came and sprayed multiple times and since that all but one tree has turn brown and died. The one tree that is not dead was the one they were not able to reach with their spray. I have had employees from the company tell me that the incorrect spray was used & that is killed them. I have called countless times, including when I first noticed the issue on a few trees and have never received a call back or visit from a manager or anyone that is able to resolve the issue. I would like them to remove the dead trees and replace at least half of them. As well as refund me for the multiple spray visits.

  

  Business Response

  Date: 10/10/2022

  A member of the ************** Team has been in touch with this customer.  We apologized for how long it took to get management involved in the issues she has with her lawn.  The customer had the trees evaluated by 3 different arborists who stated that they were damaged due to the the products applied.  Both our local management team and our region technical managers did not think this was the case.  Our management team diagnosed the problem she has is due to the drought they are experiencing and the low tolerance to drought stress many varieties of arborvitae have.  We have recommended the local extension agent visit the property to evaluate, and the customer is currently working with him to schedule a time to meet.  ***************** Team will continue to work with both the customer and the local office to make sure we reach an acceptable resolution.

  Customer Answer

  Date: 10/15/2022

   
  Complaint: 17933812
  
  I am rejecting this response because:

  #1. Their response states that I had an issue with my lawn. I never had an issue with my lawn, it was just the trees. On October 3 *************************** from corporate along with a coworker came to my home to examine the trees. They could not seem to determine what was wrong. The coworker examined the ground around some of the trees. He said there was some moisture there. ( At that time ******* suggested I had watered them recently and I told him emphatically that I hadnt.) The coworker went on to say that the problem could be root rot because of all the rain we had in the spring. I told him my son and I put in a French drain while we planted the arborvitae 12 years ago, so he dismissed that idea. There were two out of the 26 trees that were perfectly healthy and green one on each end of the row.  The one on the south end was next to a sprinkler system belonging to my neighbor so they determined it must have received some moisture during the summer.  However the one on the north end and the ones in the middle did not receive moisture. The one On the north endwas perfectly green.  Throughout the row they were green places on some of the trees. Also the backs of some of the trees were still green. I dont believe that these trees were affected by the ******* heat. This summer was not any more hotter than previous ******* weve experienced. This problem started in July and I had been asking for three months for someone to come out and look at the trees so could be determined what was going on. Nobody would come out. Time after time I was told somebody would come out and nobody would show up. The last person that came out I told him I was going to contact the Better Business Bureau and he told me not to until I spoke with his boss. He promised me his boss would call the next day. He never did. After you were contacted I received a call from corporate with a promise that somebody would come out that week. No one came out the next week I received another call from corporate and I explained that no one had come out. They said well this week will make sure that either ****** or ***** would come out. They didnt. The next week I got another call from corporate and I told them that ****** nor ***** hadnt shown up. Then I was told that ***** resigned the day before. Thats when corporate decided to send out ****************************now Tru Green wants to send out ******************* from Kc state extension office in ******.

   

   

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

  

  Business Response

  Date: 11/08/2022

  The local management team has been working with ****************** on her timeline to resolve her concerns.  We are waiting on her approval of our final offer of $500 toward removal of her shrubs.

• Initial Complaint

  Date:09/08/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted TruGreen at the beginning of this season to address minor weed control and maintaining my lawn's health since I had some family matters that required my full attention. What should have been an easy maintenance job has now turned into full negligence and destruction of my lawn/property. A previous TruGreen tech sprayed either too much or the incorrect amount of fertilizer, burning and killing my yard. When asked for someone to come look at my property, another rep came and simply sprayed weed control over the already burned yard. It has been almost a week since my third attempt to get someone to come address this issue (by phone, email, and social media), and I keep getting passed around. One rep gets someone else to call me, who then tells me it'll be another 3-4 business days for a response from the local station manager, then someone else's office calls and says another 1-2 days for response. This lawn was fully green and healthy last season. The stress and energy this has taken to resolve (or to even address!) makes me wish I had never hired TruGreen in the first place. This is unacceptable by any standard for a business. I should not have to file a BBB complaint to receive any sort of customer service from our Local ********************** station (*******, **).We have had little-to-no response on this issue, and the lawn keeps getting worse. We would like a repair of our lawn, and for TruGreen to uphold their "Healthy Lawn Guarantee."

  

  Business Response

  Date: 09/14/2022

  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 service manager *************************** has agreed to a free Aeration and Seeding for Fall 2022. 

• Initial Complaint

  Date:09/08/2022

  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 signed up for a package deal. When that was up I called them and had it canceled. I even called twice to make sure on different days. 5 months later I get home from work with a 500 dollar service charge on my door. They came and aerated and seeded my yard without telling me, while I was at work. So I call them to tell them they shouldn't have and it was a mistake. They refused to clear the charge. After calling them 5 times and them telling me that they could see in theri notes where I called 5 months ago and canceled, still wanted me to pay half (250 dollars) for work I did not request! It seems that they think they can just show up, do work and expect someone to pay for it. My wife warned me that this would happen as she saw reviews about the same predatory business dealings when she researched them before I hired them. They are by far the most unprofessional people I have EVER dealt with. I will not be paying that 250 dollars and I will keep fighting.

  

  Business Response

  Date: 09/14/2022

  A member of the ************** Team has made multiple attempts to reach this customer.  The customer's account has been canceled, and the service in question has already been credited.  The customer has a zero balance.

• Initial Complaint

  Date:09/08/2022

  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.

  I contacted TruGreen at ************** on July 25, 2022 and requested to cancel my service. The representative assured me the cancellation went through successfully, however I am continually being charged to this day. I would like the cancellation I made over a month ago to be honored and for charges to cease.

  

  Business Response

  Date: 09/15/2022

  A member of the ************** Team has been trying to reach this customer.  He replied to an email stating he wanted the service canceled.  We made multiple attempts to contact the customer since then, but have received no response.  All services this customer had with ********************** have been stopped. 

  Customer Answer

  Date: 09/15/2022

   
  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:09/07/2022

  Type:Product 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 contracted and prepaid for one year of service for lawn fertilizing and weed control, insect and fertilizing trees and bushes and mosquito control. My lawn now has more weeds than when I started with TruGreen. My rose bushes are dying. There are still mosquitos. I have contacted and complained to the company multiple times. I have 4.5 acres of grass and 5 acres of trees and bushes. I received timed notification that the lawn is treated in 5 minutes. I had one person arrive and leave in 1 min to treat the trees and bushes. I had someone out at the property today to assess the situation who told me that TruGreen is basically a scam, they don't have the people to do the work and they dont want to spend what it would cost to care for the lawns. Since nothing they have done has worked and I don't believe that they have done any work I require a full refund. I have video surveillance, 16 cameras on my property. If I don't receive my refund for all money spent with the company I will file a lawsuit and seek damages and enter the video footage of the workers coming and leaving minutes later and then saying they have treated my property.

  

  Business Response

  Date: 10/31/2022

  A member of the corporate care team as well as the local management team reached out to the customer. We tried to move the customer's account to a commercial route to help ensure the customer's entire property is treated.  The customer has still been unhappy with service.  The customer has canceled the service, and a full refund has been processed.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 17931069
  
  I am rejecting this response because:

  They moved my account to a commercial account.  *********** was still done by the residential side that were not equipped to handle the property.  They refunded only the money for services not yet provided.  I demanded a full refund of all money paid since the services either never happened as claimed or did not provide any result.  ************ is a fraud.  FB is full of thousands of people complaining about the poor service, lies and ineffective treatment and even damage to their property.  ************ should cease to exist as it does not provide a service but rather simply offers services and then does not provide the services that were paid for by the customer.

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

• Initial Complaint

  Date:09/07/2022

  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 used TruGreen for two years. They never put down fertilizer. They send the same technician out to my house, who always says he is putting down pre-emergent and weed control, and never fertilizer. I pay evey time they come out to the house for a lawn that looks like c*** The only reason it is green right now is because I complained last time and they put down fertilizer. Now they are back to pre-emergent in September. Its still summer. No fertilizer on my yard but once in two years. They should change the name to TruBrown because that is the color of my yard normally. I have asked for a call from the branch manager 5 times and I am denied. No one wants to help. Then they came out today and billed me for a service I did not receive. I no longer want to do business with them, as they are only wanting money and not a satisfied customer.

  

  Business Response

  Date: 09/19/2022

  A member of the local management team met with this customer on the property and set up a plan of action.  The customer understands that it will take some time for the weeds to die off and the grass to fill in.  We have refunded her for the last service since no products were applied, and a different technician was sent back out to treat the property.