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

  
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  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:09/07/2022

  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.

  I started Service with TruGreen in March of 2022. They guaranteed weed control and a beautiful lawn. Since March and now, I have called multiple times to have them come back out and re-treat for weeds and they do so willingly, but with no effect. I have asked repeatedly for a Manager to call me and help, and finally about 2 months ago, one called me, not much help, gave me his personal cell number and told me to call him if I needed anything. Had another treatment 3 weeks ago, no change in weed status, called the Manager, he said to give it 7 days and call him. I waited 10 days, and have been trying to call him, left 3 voice mails and no response and the weeds are just getting bigger. Called customer support today, ******, asked to be transferred to Corporate. Agent told me they can't do that without permission from their Manager, she contacted her Manager and was told no, to open a CSR, send it to the local office and they would handle it. **************** Agent was extremely nice, but after several questions, found out, they do not know the number, where their Mgr is located or allowed to transfer call to Corporate. This is the worst **************** I have ever experienced, not to mention they can't kill weeds. Frustration level is extremely high, have cancelled next years service due to lack of Management owing a problem. Ask the Agent for the ticket number(CSR) number, she said they don't have numbers, so how can anyone follow up??? I want someone from Corporate to contact me and explain why their service is so bad, especially their communications with the customers and to get someone out here to kill my weeds, that I paid for. Just do your job.

  

  Business Response

  Date: 10/07/2022

  A member of our local management team met with the customer. They discussed the different weeds he is seeing in the lawn.  We agreed to do a free aeration and seeding this fall to help with the patchiness in the lawn.  The customer has the service manager's contact information if they have any concerns going forward.  ****************** Team confirmed with the customer the aeration and seeding was completed to his satisfaction.  We will follow up with the customer in about 3 weeks to make sure the lawn is continuing to improve.

  Customer Answer

  Date: 10/07/2022

   
  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:09/06/2022

  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.

  We contracted with TruGreen for lawn care in Spring of 2022, receiving our first lawn treatment in May. We received NO lawn treatments for the next 3 months, after which my husband **** called TruGreen **************** and spoke with **** #****** (yes they have numbers and don't give out their names which was a red flag right off the bat). Imagine our surprise when **** #****** emphatically denied that we had an account with Trugreen because he couldn't locate it in their system using name, address, phone number or email address. We gave him the account number from the May treatment Receipt and he immediately found the account which had the exact same name, address, phone# and email address that we'd given him to locate it in the first place. He was able to schedule a fertilization and weed treatment for August 30, 2022 - 3 months after our first treatment. Its been a week since this service call and the weed treatment is obviously not working!In the same call with **** #****** of Trugreen we were able to schedule aeration / over-seeding for today 9/6. By mid afternoon when they hadn't shown up, my husband once again called Trugreen **************** and was only able to confirm that we were scheduled for today. Afterwards an email arrived, timestamped 3:15pm linking to the Trugreen website where the reason for the missed appointment was: "we were unable to complete your scheduled service today because there was a landscaping team in your yard when we arrived". This is 100% untrue and I filed a complaint on the Trugreen website to this affect. The website message was then changed to "Unfortunately, we will not be able to perform your service as scheduled." - no reason is included. TruGreen hasn't delivered what they promised when soliciting our business (totally skipped treatments), they didn't show up when scheduled, didn't contact us to cancel or to reschedule, and their weed treatment doesn't kill weeds.

  

  Business Response

  Date: 09/08/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers active account, corporate customer care contacted the customer directly by confirming the application not completed on 07/08/22 has been credited and will be refunded to the credit card file in the amount of $71.95 within the next 3-7 business days, confirming the aeration & overseeding was completed on 09/08/22, customer stated some areas were not seeded and a free reservice to seed those areas has been scheduled for 09/12/22, updating the account with special instructions, apologizing for any inconvenience caused.
  
  
  

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17926843
  
  I am rejecting this response because:

  Our complaint is for poor service and we experienced poor service again today - not from the woman who called to address our concerns, but from the crew that came to work on our lawn today.  The entire yard was not over-seeded, only the bare spots which is neither what was listed in the original list of services we contracted nor was it what we requested.   We requested that the yard be aerated and over-seeded, not that portions of the yard be aerated and over-seeded.  We also asked to be called before the service person(s) arrived at our home.  This didn't happen.   A TruGreen employee did come to the door and verify the correct address, but we could easily not have been at home since we hadn't been aware that he was on the way.  

  TruGreen sends out several emails regarding service calls, one of which lets the customer know that someone will arrive shortly to work in your yard. This practice assumes that the customer is sitting by his/her personal computer simply waiting for this message and not at work or otherwise away from their computer.   As a former IT professional, I am more active electronically than most, but do not have access to my personal email when I am working.  This is intentional because I have 5 email accounts for work (2 for my real estate photography clients, 1 for my work with the US ********** of ********* 1 for my catering contract, and 1 for my job as an employed church musician).  Personal email waits until I am not on work time.  Many people don't access their personal email during the workday - many because their employer frowns on it, and others for reasons similar to mine.  If someone needs to get a message to me before the end of the business day, the quickest way is to text or call me. I've asked for this to be done and suspect that the customer service personnel that I've spoken with have added this request to the work-order, but the people making the service calls are not honoring our request.

  A second problem was discovered in my phone conversation from TruGreen - even though our name has been correct on the service receipts that we've received, the lady who called us in response to my BBB complaint found that our last name was misspelled in their electronic records.

  Yes, the lady who called me from TruGreen went over all the problems we've had and how they had addressed them.  She also took the information about the fact that we did not receive a phone call before their employee(s) came to our house, and the incomplete seeding.  She arranged for a solution to today's problems.   She was courteous and thorough.  A service call to remedy today's problem was scheduled.  Once again I explained that I need to be called - not emailed  - before TruGreen employee(s) come to my home.

  Our complaint is not fully addressed because our complaint is for poor service - and today we once again experienced poor service.  Having read through some of the thousands of complaints that TruGreen has received via BBB, their A+ rating is highly misleading to the customers.  It suggests that this is reliable company - not just a company that will address problems after they happen - but one who's track record is based on preventing problems.  My husband and I have been local business owners for many years and are frankly amazed that TruGreen receives so many legitimate complains.  Regardless of the specifics, our complaint is for poor service.   No matter how many problems they resolve, as long as we are still experiencing poor service, the complaint is not resolved.

  
  Sincerely,
  
  L ***************************

  

  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 ************************************* called the customer educating them on the mobile app and stating the technicians will start to knock on the door before the start of any treatment,confirming the aeration & overseeding reservice was completed on 09/12/2022,adding the husbands phone number as an alternative contact.
  
  
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  In July this companies services were used to spray vegetation and weed control on my rock beds of my property. The **** who did it was very careless and my grass started to die along my alley and in one spot of the front yard. I called in and was told by a manager they would get someone out right away to look at the problem. I requested to be home when that took place so I needed advanced notice. They never called they just showed up and I have no idea whatvthey did. Meanwhile my grass is still dead in areas and I requested again for someone to come our while I was home and again no call back. I have also requested that the never come back to spray the vegetation control again and the came out again anyway and sprayed again and still my grass is dead. I want my grass replaced where they killed it and I want a full refund for what they have charged me. The managers don't call when requested and the peoe who answer the phones have no clue what they are talking about and the techs in the field are terrible

  

  Business Response

  Date: 09/29/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  TRUGREEN apologizes for the concerns you have expressed,and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers,expect.
  
  In review of the customers active account, TruGreen branch service manager, ******************************* spoke with the customer and has agreed to apply a revive application on the customers yard and seed the damaged areas.  

• Initial Complaint

  Date:09/06/2022

  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.

  On 9/6/22 TruGreen came to my address to perform a tree and shrub service. Yet again for roughly the 5th time now they failed to perform the complete service on my property. I have security cameras that monitor all sides of my yard. The technician literally just briefly sprayed the trees in the middle of my yard! My entire yard has trees on the edge of my lawn. I've made it abundantly clear that my concern was the trees both in my lawn and bordering my lawn as we had 3 different trees fall on my home. I have video footage of the tech spraying trees as he simply walked by. I have had to call numerous times to complain about services that were either not performed all together or partially completed. I have had enough! It's outright fraud!!! I am seeking 100% of my money back for all services rendered or should I say lack their of. How many other customers don't have security cameras protecting their property? I am willing to bet this happening to many many other people/customers without them ever knowing they are being lied too. It's outright scandalous! I am canceling all future services with TruGreen!

  

  Business Response

  Date: 09/15/2022

  A member of the ************** Team has been in touch with this customer.  We apologized for the continued issues the customer had with their service.  The customer's account has been canceled, and a refund has been issued for the service the customer received in 2022.  It can take 5-7 business days for the refund to process.

  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:09/06/2022

  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.

  TruGreen came and performed unauthorized services on my property. When I asked for a refund they sent me to collections.

  

  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 inactive account, the customers account has been credited and the charge has been removed.  

• Initial Complaint

  Date:09/06/2022

  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.

  Tru Green will not stop calling. I went on their website to sew if they offered weed control services to our rental address, in the meantime my husband told me we didn't need to set them up yet. I did not start services, and do not intend to start services. They call relentlessly. I never pick up and automatically block numbers, they find a new one. I've blocked at least 30 in the past month. I've signed up for DNC lists. No change. I used them for lawn care about 5 years ago, never had a problem until I moved the next year. They stopped only because our house was brand new and they finally heard me say their website didn't offer services.It is AWFUL and I'm not the only one on the internet complaining. They call anytime of day every day.

  

  Business Response

  Date: 09/14/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide your concerns.
  TRUGREEN apologizes for the concerns expressed, and any inconvenience,discomfort, or offense that *** have been experienced; that is not the level of performance and customer service **********************, and our customers, expect.
  The customers contact information has been placed in our DO NOT CONTACT queue for Do Not Phone, Do Not Email, Do Not Mail, Do Not Knock,Do Not Text, Do Not Upsell, and Do Not Solicit.
  The customer can expect:
  -  phone calls to cease within 30 days
  -  emails to cease within 3 days
  -  regular mail to cease within 4-6 weeks.  

• Initial Complaint

  Date:09/06/2022

  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.

  Aeration and over seed was completed at my property 8/30/22. The service was beyond unsatisfactory. Aerator left dirt on driveway that was not cleaned, planter moved into driveway and not put back, lantern broken on sidewalk, seed was all over sidewalk, pile of seed at the end of driveway, seed was also spread in our vegetable garden and flower beds! Beyond unacceptable! I called to complain and they said someone was coming back to clean up. They never showed so I called and asked to speak to a manager. They said it could take 24 hours. After 24 hours I called again and they said it could take up to 48 hours. After 48 hours I called again and they said another request for a call was put it. I finally got a call at 4pm 9/2/22, but I missed it due to being at work. There was no call back and the call came from the main company line. I was told they had to put in another request and it could take 24 hours. The service and customer service is not ok! I even asked for corporate number to contact and they said they didn't have one. I was reimbursed for all my service and paid to repair the property damage. I paid for landscaping to keep weeds out and now there is grass seed! Also broken lantern and the time it will take me to remove grass from raised flower beds!

  

  Business Response

  Date: 09/27/2022

  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 inactive account, a refund has been issued.  

• Initial Complaint

  Date:09/06/2022

  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.

  ************ was recommended by a neighbor and we have been using them sense 2018. This year I received a letter in the mail stating that they sold their company to True green, but not before I received a call from True green stating I owe them money. Every year I have always pre-paid for my lawn services in the early spring. Without my knowledge or permission ************ gave all of my information to True Green to start servicing my lawn. ************ should have let the customers know before the fact and asked if they would like to continue services with True Green.

  

  Business Response

  Date: 09/28/2022

  A member of the ************** Team reached out to this customer.  They were a part of a recent acquisition.  After doing some research, we were able to locate the payment they made while still with Coastal Care.  Their account has been canceled, and we have already processed a refund as requested.

• Initial Complaint

  Date:09/06/2022

  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.

  Tru Green killed a lot of my grass. Cannot get anyone from the local branch to call me back like I have been promised several times. No manager has even looked at my issues nor has anything been done to correct the them.

  

  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 active account, corporate customer care contacted the customer directly confirming the customer was met on the lawn with the service manager *****************************, confirming the lawn will be seeded with fescue blue grass mix and will add a free grub and fungicide application.
  
  
  
  

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 17922994
  
  I am rejecting this response because: nothing to date has been done to correct my issues other than receiving promises to complete the corrective actions.  Once the corrective actions have been completed I will gladly close the complaint.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/30/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers active account, corporate customer care contacted the customer directly confirming the general manager ******************* has contacted the customer by phone confirming a special seeding will be added to the lawn, confirming the fungicide and grub control treatment will be completed next year.
  
  
  

  Customer Answer

  Date: 10/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am thankful for corporates response and actions taken, however it will take time to see if the services preformed and future service yet to be preformed will restore my damaged lawn.    I hope that they continue to monitor the situation and make good on their promise of a green and healthy lawn.  

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

• Initial Complaint

  Date:09/06/2022

  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.

  On April 27, 2022, I paid $2,690.16 to TruGreen. TruGreen promised that their services would be pet-safe and that all weeds in my yard would be killed. TruGreen treated my property once, and within 30 days, the dandelions disappeared from my year. TruGreen left a sign in my yard warning to keep pets and children off the grass for 48 hours after treatment. I called to ask about this 48 hour period, and TruGreen told me that their treatment was safe for pets within two hours of treatment. The next time I know a TruGreen treatment took place was in July when my dog got sick, despite his being kept inside for the requisite two hours. He continually licked his paws and was in an agitated state. I still saw no reduction in the weeds in my yard, other than the dandelions. Crab grass and clover continued to thrive in my yard. I called TruGreen to complain about their product making my dog sick and being ineffective. One TruGreen representative told me they would send someone out with a special pet-safe formula. Other TruGreen representatives have told me that all of their products are pet safe and that no special pet-safe formula exists. I spoke to one of their service providers the next time they came out. He said that their product doesn't treat crab grass after it takes root, and that I need to start the service in March to prevent crab grass. He also said that the ******** ********** of *********** requires them to put the 48 hours warning sign in our yard. I requested a refund because I was misled by the salesman who signed me up. TruGreen refunded me $1,641.48 on August 20, 2022. I feel I should receive a full refund because they misrepresented their product and made my dog sick. I also feel that TruGreen's staff should not tell customers that their product is pet-safe after two hours when the ******** ********** of *********** deems it to be unsafe to pets for 48 hours.

  

  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 inactive account, corporate customer care contacted the customer directly confirming the account has been cancelled/closed, confirming the service manager *************************** talked to the customer and explained the lawn program and action needed to obtain a better looking lawn, the service manager confirmed broadleaf weeds would have been controlled but the stilt grass had taken over the lawn, confirming a refund in the amount of $431.95 has been processed and returned to the credit card on file,confirming the customer received 2 free reservices in the month of August 2022.
  
  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17922686
  
  I am rejecting this response because: TruGreen has not refunded me entirely; I request the remaining $616.73; ******, TruGreen's corporate customer care coordinator, told me that the sales person who misrepresented TruGreen's product to me at the time of sale has been terminated for misrepresentation; *****, TruGreen's service manager, told me that the sales person misrepresented TruGreen's product to me at the time of sale; Despite the misrepresentation, ****** informed me that TruGreen would not provide any additional refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/07/2022

  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 additional amount of $671.91 has been processed and will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed