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:09/06/2022

  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.

  They paid my money back but my yard was damaged with thinning of grass and bare ground. weeds have have grown up in parts of yard. I believe they did false advertising and took advantage of a blind person.

  

  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 confirming the service manager ************************* contacted the customer confirming that on the lawn visit last year in November the customer agreed to receive a full refund and part ways, confirming the customer was refunded $313.83 to the credit card on file 3-7 business days from the date of 11/19/21, confirming the customer is welcome to restart service for their lawn care needs.
  
  

• 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 August 23rd I signed up for service with Truegreen. I was told the first service was $51 and each service there after would be 109. The service included cinch bug weed control fertilizer and a lawn analysis. The service was performed in August 28th and I was charged $267 dollars for the service. When I called and spoke to ***** she said it was extra because of the 3 treatments that were included in my service. I told her I was not told it would be extra and no one discussed these extra charges with me I only authorized a $51 charge. I told her I wanted my service canceled and I wanted a full refund as this is not how a reputable company would work and I was lied to. She said she was canceling my service but had to forward the refund request to upper management and someone would contact **** dont know how long this will take.People should be aware of this deceptive service. They offer you a deal with 50% off the first treatment then charge you an outrageous amount of money for the service.

  

  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.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17898073
  
  I am rejecting this response because:

  They are still doing false advertising on this. There are many unhappy customers responding to their advertising on ********* True Green needs to remove the advertisement for the 50% off special or explain in better detail how the program works.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/11/2022

  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, corporate customer care contacted the customer directly, to apologize that clear expectations were not set and to let the customer know that we have reviewed her sales call and will use this call for training purposes, so this type of situation does not happen again. Corporate care also explained that there was a discount placed on the customers account for one of their lawn services. The customer was provided with different applications because of the timing of the year. This was also explained and apologized to the customer as well.  

• Initial Complaint

  Date:09/05/2022

  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 never approved a mosquito spray for my full yard. I never approved the company to go into my back yard. I only wanted weed control applied in the front yard. Because the company did work not approved by me, I stopped using the service and was denied a refund for the mosquito spray that I never approved. TrueGreen stole from me essentially.

  

  Business Response

  Date: 09/06/2022

  A member of our ************** Team has been in touch with this customer.  We apologized that the mosquito service was set up without their consent. We let the customer know we would make sure they were refunded for those services.  The customer stated they spoke with someone from customer service yesterday, and was told it would be taken care of and the account canceled.  ************** made sure the request to refund was entered and the service was canceled as requested.

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/22/22 I received lawn service from TruGreen. On 8/23 I noticed a very long curvy line of dead grass in a pattern where they sprayed.A few days later I contacted the company and they said they would come by to look at the yard and they never did.

  

  Business Response

  Date: 09/21/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers active account, corporate customer care contacted the customer directly confirming the service manager *************************** has contacted this customer, confirming the sod replacement is scheduled for 09/21/2022, apologizing for lack of results and any inconvenience caused.
  
  
  
  

• Initial Complaint

  Date:09/05/2022

  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 a little over a year. When initially subscribing to their services I explained that I had a dog and they would need to monitor the Ph levels closely to ensure there wasn't burn spots in the lawn. They promised that was part of their service and they would ensure it didn't happen. Over the course of the last year I have spent hours trying to get a manger to come out and look at the lawn. I have weeds all over and burn spots/dead spots due to dog urine. My lawn is watered, mowed, and thatched frequently to ensure that I am doing everything right on my end. Over the course of the last two weeks I have requested a full refund for the last years service as my lawn now looks worse than ever. I have been hung up on my representatives, disconnected from chat complaints, and have been told repeatedly the manager would come out "tomorrow" for the last two weeks. Again, I am requesting a full refund for the last year due to poor service, false advertisement, and failure to provide services.

  

  Business Response

  Date: 09/26/2022

  A member of the local management team visited the customer's property, and determined there was grub damage to the lawn. We completed a grub control application for the customer at no charge, as well as a free aeration and seeding for the customer.  ****************** Team reached out to the customer last week, and the customer was satisfied with the aeration and seeding that was completed.  The customer understands that it will take some time for the lawn to recover, but says he is already starting to see some improvement. ****************** team will continue to follow up with the customer over the next few weeks to make sure the lawn continues to improve.

• Initial Complaint

  Date:09/02/2022

  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 trugreen service and paid a significant sum for the aeration and overseeding. The first time they came out to service my property the riding aeration machine did not fit through my gate. Okay. The tech said he needed to reschedule to bring out the walking machine. Then, on the date of my rescheduled service, the tech canceled it after it said he arrived. I was home. The tech NEVER arrived. Upon calling Trugreen the automated system said my service was cancelled at my request; this was also false. I called to file an internal complaint, but the call center was closed and no hours were provided. This is at best an oversight and at worst an attempt to minimize the number of complaints received. I want my service to be provided soon or I will be contacting a consumer rights attorney as well as my Attorney General.

  

  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 email confirming the aeration & overseeding was completed to their satisfaction, apologizing for any inconvenience caused.
  

• Initial Complaint

  Date:09/02/2022

  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.

  This company is not providing the service I paid for and I want my money back. They have lied about providing the service. My home surveillance video cameras show that my lawn was never treated on 8/24/2022, a visit they wrote up a report for. They subsequently have continually cancelled an expensive aeration visit scheduled beautiful weather and all. It was last scheduled on 8/31/22. We received a text after notification that the crew was on their way, then another text 90 minutes later that they were "unable to complete our service." No apparent reason. It was beautiful outside. When I called the company, they couldn't tell me why it was cancelled either. I prepaid $600 for service for the next two years and have yet to get service, NOTHING. I have no lost complete trust in the company, and have spent two days trying to get my money back. They tell me I'll will have to wait for a call from a supervisor. I call every day. I've also responded by email to an inquiry from them but continue to not hear back or get any refund receipt.

  

  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 by email confirming the account has been cancelled/closed, confirming the prepay amount was never paid in the amount of $604.47, the charge was disputed with the bank and the monies were never released.
  
  
  

  Customer Answer

  Date: 09/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and checked with my credit card to find that the business did credit me in full for services not rendered. The card also had a hold on the funds. This  find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/01/2022

  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 live at *************************************************************. Trugreen performed aeration service on my yard but they are NOT lawn care service. Trugreen damaged my lawn with the aeration and the tractor they used damaged my lawn with ruts and caused dead spots. I have called Trugreen 5 times and every time they communicate to me that management or a GM would call me back to resolve. No one has called and it's been 3.5 weeks. Trugreen should have serviced **** Carbury which is 2 doors down. My neighbor called them about the error and they returned their called and came out serviced their (***************************) yard. I want the damaged to my yard repaired which is top soil and over seed. If more pictures are needed. I can provide. There could be damage to my fiber line buried but I am waiting on **** to evaluate.My frustration is the fact that I didn't receive a call when my neighbor did. We called the same number.

  

  Business Response

  Date: 11/08/2022

  Thank you for your feedback.  A member of the corporate care team contacted the customer and apologized for the damage that was done.  We were able to coordinate with both **************** and the local branch management team to get the lawn repaired.  The local manager visited the property and repaired the lawn on October 5, 2022.

• Initial Complaint

  Date:09/01/2022

  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 service called ********************* Plan. On the website, this is advertised as including the services of aeration and overseeding. To pay for this plan, I agreed to pay $70 a month for several applications. However, a week before my regular service a person came by without my consent to complete an aeration and overseeding application. I was not home at the time. When I got home, I found a sign saying someone had been by for this service and when I logged into the application, I saw a charge for $333. When I called to speak to someone about this, I was told that aeration and overseeding was part of the plan and that I should have known this service was to be done and charged. I DID know this was part of the plan but the advertising on the TruGreen website explicitly stated (and still states as evidenced by my screenshot) that this service is included in the plan, and not that it is charged additionally. Had I known it was charged additionally, I would not have signed up for this plan in the first place. Because of this omission in advertising and the purposeful disconnect from the usually scheduled service day catching me unawares of an additionally charged, unconsented service, I insist on a refund.

  

  Business Response

  Date: 10/06/2022

  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 corporate customer care has tried reaching out to the customer multiple times by phone and via email. The TruComplete Lawn Plan is a lawn care plan that includes six lawn applications, a grub application, and an Aeration and Overseeding which makes this the TruComplete Lawn Plan. The services are charged separately but included as one plan providing benefits to the customers lawn. If the customer has any other questions or concerns and would like to speak with us, please call us directly.   

• Initial Complaint

  Date:09/01/2022

  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 signed up for Trugreen approximately 18 months ago. I initially prepaid for a years worth of lawn service. It became apparent after the first 6 months that there was a weed issue and bare spots in the lawn where not enough seed was applied. They engaged a local manager who offered a free re-seed of the lawn and extra fertilizer/weed treatments. Fast forward to January 2022 and I was paying for service post-service. I have spent ****** since January and the lawn is just as bad now as it was a year ago. They come out to the house and spend ten minutes on a very large backyard and front and nothing ever changes. It is mind boggling that they can complete such a large yard in ten minutes. When I called after they charged me ****** for a weed/lime treatment last week - they offered to discount me for a "re-do" but refused to back their products and services based on the condition of the year. The agent would not even honor my request to have a manger reach out to me. I canceled the service effective immediately but would like a full or partial refund due to the condition of my yard. At a minimum I would like the ****** refunded that I paid in August.

  

  Business Response

  Date: 09/22/2022

  A member of the ************** Team reached out to the customer today.  We apologized for the experience she had with Trugreen.  The customer was mainly upset about the lack of communication between the local manager and the billing department.  She was also upset that when she called in the customer service representative did not give her the option to speak with a manager.  The ************** Team confirmed that the refund for the aeration and seeding was received, and that her service with Trugreen was canceled.  We offered to have someone come back out and evaluate the property to see if there is anything else we can do and she declined.  She does not want anyone from Trugreen to come back out.  We asked if was anything else promised to her by the manager.  We let her know if she was promised something would be free or additional services done for her that she was fairly compensated.  She stated the manager who visited their property spoke with her husband, and she was not completely sure what was discussed.  At this point, she does not want anything else to do with Trugreen.  Let the customer know she can call us at ************** if there are any further concerns.

  Customer Answer

  Date: 09/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, there is nothing that can be done about this. The lawn looks bad and I am out a lot of money. Any attempts to rectify would only expose me to more financial liability with them. I will not to business with them again in the future.
  
  Sincerely,
  
  *************************