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 Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  
• 

  TruGreen (Corporate Owned)

  5003 Industrial Rd Wall Township, NJ 07727

  

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:09/01/2022

  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.

  At least three times since March 2022 I asked TruGreen to send me a detailed statement showing each time I was billed and what the service was for. They have not complied. I keep getting the run around. I confirmed with one of the customer care specialists that I was double billed. Another time the agent saw the notes but still no action. I was told several times the case is being looked at by management. The company keeps calling trying to sell me services and each time I tell this man or woman that I have asked for a reconcilliation and have not gotten a response. The last time he said "oh I see you've been over-charged based on your home value. We'll drop the cost from $900 a year to $500 a year. A total scam!

  

  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 will be processed for the increase to the lawn application for $6.30 back to the credit card on file within the next 3-7 business days, confirming a refund for the lime application for $89.56 will be processed and refunded within the next 3-7 business days as well, the customer requested no further contact going forward and I have added them to our DO NOT CONTACT queue, confirming the customer received the detailed summary of the applications completed  and payments rendered.
  
  
  
  

• Initial Complaint

  Date:09/01/2022

  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.

  In July of 2021, True Green contacted me for the add-on service to aerate and seed the lawn in the fall. The representative assured me that the service would be scheduled in September or October 2021. We went on vacation the first week of August 2021, and received a text message that the aeration and seeding is done. I had our house sitter observe the lawn, and there was no evidence of the service being completed. I contacted True Green after vacation in August 2021. They said they would reschedule the service. When November arrived, I asked for a refund. When they refused, I ended my relationship with the company. I asked that they never contact me again and close my account. They assured me that my account is closed. August 2022, True Green contacts me via email and voicemail that they are coming to my house for aeration and seeding. I thought this was a "make up" service, so I did not contact the company. They completed the service on 8/26/22 - I observed the lawn and it was done (but not done well - that did not matter to me at the time). They did leave my fence wide open in the backyard. Today, 8/27/22, True Green tries to charge my credit card for the service. Now, I am angry. I want NO additional charges, and I want to sever my relationship completely with this company. I want no contact with this company ever again. I have already hired a different company for my lawn care. Please help?

  

  Business Response

  Date: 09/06/2022

  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 aeration & overseeding charge of $262.29 has been waived leaving the account with a $0 balance, apologizing for the inconvenience caused.
  
  

• Initial Complaint

  Date:09/01/2022

  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.

  Date of transaction is the beginning of 2022. I renewed my contract for lawn maint. Because I was told that I would receive an aeration and power seed at the end of my contract at no charge. The aeration and power seed done under previous years contract was ineffective. This agreement for the aeration and power seed was approved by home(local) office. I was told someone would review my complaint and contact me to resolve. No one has contacted me.

  

  Business Response

  Date: 09/06/2022

  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 ************************* contacted the customer and apologized for the mix-up with scheduling a spring aeration & overseeding, the service manager agreed a fall aeration & overseeding will be scheduled 09/13/2022 at no additional charges.
  
  
  

  Customer Answer

  Date: 09/08/2022

   
  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 scheduled for an aeration and over-seeding on 9/13/2022 at no-charge.

  
  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.

  True green ****. We have been a customer of ****************** for 2 years and their services do not live up to their promises. Come to find out the havent even been providing service when we arent home. Last week we had our yard serviced and the rep ***************************** claims to have laid ***** lbs of lime- dolomic pelletized. He was outside for 10 mins and left. I never saw him in our yard. I called True Green for a re-service explaining that he never serviced it in the first place. Again, they send ******* and again he claims he applied ***** lbs of lime pellets. Not a trace of a pellet in our yard or near where the truck was located. There is dew on the grass and I can see exactly where he walked. Just a few steps on each side (which is unacceptable) and no pellets even in those sections. This time he was finished in 6 mins. (Faster than the last time he didnt apply service)This is the second time I have personally witnessed Truegreen via its representative lie about providing the service we have paid for. Photos provided show his steps in our dewy yard which do not cover the full expanse and no evidence of granuals.I cannot trust they will ever provide the service at this point and would like a full refund for this service.

  

  Business Response

  Date: 09/02/2022

  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 cancelled and a refund has been entered in the amount of $77.13 back to credit card ending in #****. The customer will receive a refund in 3 to 5 business days. 

• Initial Complaint

  Date:08/31/2022

  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 was charged 249 dollars for a service that I never approved or requested and my mortgage will go through tomorrow which will overdraft my bank account. I received a text message from them before the service that I did not see until the service was completed. Never talked to anyone before the service either.

  

  Business Response

  Date: 09/02/2022

  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, a refund has been processed in the amount of $241.52 to be returned to the credit card on file within the next 3-7 business days due to not authorizing the aeration & overseeding application, apologizing for any inconvenience caused.
  
  

  Customer Answer

  Date: 09/02/2022

   
  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. But I am worried for future customers who will run into this issue. TruGreen should have a system where the customer has to respond before the service is performed. It makes no sense why this isn't already in place. To protect the company and the customers lawn, and also the environment. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/31/2022

  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.

  My aeration/seeding was originally scheduled for Wednesday, 8/24. The Technician did come and said my front yard was too wet and I should wait. He said he was going to reschedule for probably Friday 8/26 or Monday 8/29.. They did not come Friday, 8/26, so I assumed they would be her Monday, 8/29. I checked on line Sunday,8/28, and it was scheduled for the 29th. Late afternoon on the 29th nobody had showed up to do the service. I called and was told nothing had been scheduled. I explained that I had now cut my yard twice in5 days in anticipation for the service. I wanted the service to be scheduled for Tuesday, 8/30. I called mid-morning and was told the service would be done that day. Around 2:30 PM 8/30 nobody had showed up to do the service. I then called customer service and was told it had been cancelled due to the weather ( the sun was shining ). I was told it could be rescheduled for 9/2. At that point I wanted to speak to a Supervisor or Manager. I ask for a phone number and was told they didn't have a direct number I could call. She said a request was sent for a manager to call me and discuss my issue. That was at 3:11 PM yesterday. It is now 10:15 AM 8/31 and I still have not received a call. I am an 8 year customer and over the last 2 years my customer experience and trust in ********************** has greatly diminished. I just want honest answers to get my problems/issues resolved. Also, filing this complaint seems to be the only way to get any contact with a Supervisor or Manger to discuss my issue.

  

  Business Response

  Date: 09/01/2022

  A member of the ************** Team has been in touch with the customer.  We apologized for the scheduling issues they have experienced.  The ************** Team reached out to the local manager, and we will be able to have the aeration and seeding completed today.  The ************** Team will reach out to the customer at the end of the day to make sure it is done.

• Initial Complaint

  Date:08/30/2022

  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 ********** is horrible at customer service. Their tech damaged our yard and the manager will not call us back to address the issue. Recently they spilled chemicals/fertilizer in multiple spots in our yard, killing the grass. I called their number to speak to someone about this issue numerous times over many weeks. The number they provide looks like a local number, when really it is an 800 number. So much for local service. With every call made to the 800 number, I received an apology and a promise that someone would call me back. Silence, no calls back. I was able to get the number of someone local who might be a manager, but they are also unresponsive to calls and text messages. The easy thing to do is fire them but they have burned up my yard. It should be their responsibility to fix their mistake. Included are three pictures of different damaged areas that I mentioned. Also included is a picture from last fall when a tech treated our lawn early in the morning with frost on the ground. The tracks you see in the yard stayed with us until March/April. Our yard looked terrible all winter. Had the same issue of TruGreen not returning my calls last year. I was persistent enough to finally get a response. If you are thinking of TruGreen to treat your yard DONT!! There are plenty of other local firms that would appreciate your business and actually talk with the customer. ********************** let a small issue turn in to a customer service disaster. Stay away from them. *********************

  

  Business Response

  Date: 09/06/2022

  A member of the local management team met with the customer on their property this morning.  We will be removing the top soil and replacing it in the areas where fertilizer was spilled. Once that is finished we will reseed these areas.  This should be done one day next week, and the local manager will reach out to the customer to let them know the day we will be out.  A member of the ************** team will continue to monitor the account to make sure this is completed.

• Initial Complaint

  Date:08/30/2022

  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.

  Ive been a customer of over 10 years with **********************. Ive been happy till this season. I Prepay every year for a full Complete sevice of my lawn. Todays date is August 30th.I haven't gotten a Treatment since June 15th. Every time TruGreen has scheduled a sevice or ive requested sevice, it has been canceled. I have be rescheduled 7 time with no service and summer is ending.My Last scheduled date was Today August 30th and TruGreen sent me the Tracking so i can see when my Technician Tashon R was going to be here. It showed approximately 4:02 arrival time.Soon after 430 i received another cancelation notice. Number 8.This is totally unacceptable and to top it off is i cant even get in touch with a branch Manager to speak to about this poor service. Summer is over!TruGreen accepts full Payment and doesn't provide a service thats acceptable. Very Unhappy Customer ***********************

  

  Business Response

  Date: 09/09/2022

  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 apologizing for the rescheduling issues, confirming the lawn application was completed on 09/07/22, confirming the aeration & overseeding application is scheduled for 09/27/22, due to the inconvenience aeration & overseeding will be credited at 50% off,confirming the first 2 applications for the new season will be at $0 charge,confirming the service manager ************************* has contacted the customer by phone.
  
  
  

• Initial Complaint

  Date:08/30/2022

  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 trespassed on our property and performed a service that was not solicited. While on our property they attempted to pass into the backyard with some sort of vehicle that severely damaged the posts and gate entering the backyard. We have called their customer service center 7 times over the past two months and have been assured each time that someone would reach out to rectify the issue, and so far literally nothing has happened.

  

  Business Response

  Date: 11/08/2022

  Thank you for reaching out to us.  We apologized to ************** for the damage done, and we have gotten several quotes to get this fixed.  The local management team has been trying to reach ************** to discuss the quotes we have received, and the different plans the landscapers/contractors have to fix this.  ************** has been out of town, and not available to discuss this.  He will be back tomorrow.  The corporate care team will let local management know, and we will continue to work with ************** until the repairs are made to his satisfaction.

• Initial Complaint

  Date:08/30/2022

  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 March 9, 2022 we paid TruGreen $705.32 in advance for lawn service for this year. They have only completed 2 of 5 service calls to our property. They show 5 service calls completed which is false. We received an email stating that they completed service on specific dates, but TruGreen has not treated our property. We have called to complain and have asked for a manager to return our calls. No one returns the calls. We are requesting a refund of our $705.32.

  

  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, confirming the customer received contact by the senior service manager ***********************, confirming a refund has been processed in the amount of $503.80 back to the credit card on file within the next 3-7 business days, apologizing for any inconvenience caused.