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 Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  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:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Trugreen for an aeration and overfeeding last October. Today, August 30 TruGreen aerated and overseeded my lawn again without authorization and left my sidewalk and driveway a muddy mess. I reviewed my email and texts for any notices with no notice.
  
  I opened my TruGreen app and see I have a bill for $424.70. I contacted TruGreen and was told the service automatically renews. I did not authorize nor did I want it.
  
  I was offered a 50% discount but it unacceptable that services are done and billed for without notice and without authorization.

  

  Business Response

  Date: 08/31/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with
  your concerns.
  In review of the customer’s inactive account, corporate
  customer care contacted the customer directly confirming the account has been
  cancelled/closed, educating the customer on continuous service and the service
  guarantee policy, confirming the aeration & overseeding was credited 50% in
  the amount of $212.35 and the customer agreed to make the payment of the
  remaining $212.35 due to not being aware the service was continuous, yet the
  customer agreed the service was completed, apologized for any inconvenience or
  lack of communication caused.
  
  
  

  Customer Answer

  Date: 09/01/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• 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.

  I have had Trugreen for the past few years but last year Sept of 2021 I called to cancel service. After what I thought was cancelled I still received calls from representatives trying to set me up with service. After refusing, Trugreen showed up 3x to apply treatments on my lawn. Not only did I call multiple times to tell them to stop but they continued & continued to bill. I have been calling to cancel & get credited back ever since & now have a collections notice. I have spoken to representatives on 5/7/22, 7/26/22 (Vikia), 8/8/22 (*******), & 8/19/22 (******) & each time they have told me that they cancelled me and that a supervisor would call me back to address the issue & credit me back for the charges. I have now missed a call while on vacation on 8/23/22 telling me to use the online chat for questions all the while still receiving calls trying to sign me up for service. Not only does this company not have a good internal system of notation but also has now cost me more time trying to make things right without hope of resolution. I don't know where else to go to address since Trugreen has been unresponsive to my request for contact by someone capable of handling my issue.

  

  Business Response

  Date: 09/22/2022

  A member of the ************** Team has been in touch with this customer.  We apologized that he service continued when they did not want it.  We have reached out to the third party we use for collection efforts and let them know the balance has been forgiven.  We let the customer know that because we do not have any Social Security information this should not affect her credit report.  We also put the customer on our internal do not contact list to help stop sales type calls. The customer was satisfied with this response.

• 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 burned my grass. I called three times for speak with a supervisor. **************** never allows you to speak directly to one when you request it. They always advise that they will call you back after ***** business hours with no return call. My grass has burned spots, and dents in it now. This is new sod barely 8 months old. I plan on filing a law suit against them for replacement of grass.

  

  Business Response

  Date: 09/13/2022

  The ************** Team did reach out to the customer to discuss concerns.  We reached out to the local branch to have a service manager meet with the customer on the property.  Our service manager missed the scheduled property visit.  The customer was upset, and decided to cancel all service.  We processed a refund for the customer for the service they received on 9/9. It can take 5-7 business days for the refund to process.  A member of our ************** Team will follow up with the customer to make sure they receive the refund.

• 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.

  Tru green has literally killed my front lawn. I had all new sod put in last year. It was looking so good through may and part of June. I thought I had chinch bugs. Tru green kept coming out spraying fertilizing adding iron. I believe my lawn basically was burned up by so many repeated applications. I always kept my lawn watered. The more they came out to retreat my yard was getting worse. I am now looking at another **** to replace my lawn. I have pretty much brown dead straw looking grass. I have never had a lawn look so bad. My yard is the worst looking in my neighborhood. I have pictures of the progression of it dying

  

  Business Response

  Date: 09/23/2022

  Thank you for the opportunity to respond to ****************** complaint.  We have investigated ****************** claims and were advised that our Region Technical Manger personal inspected Ms. ******** lawn and found it to be in severe drought stress.  The Sever heat and drought in the area are well documented as are the area's watering restrictions.  The sod ************** installed last year simply could not survive these conditions.  Our Region Technical Manager did not see any evidence of fertilizer damage, and upon a review of the application history, did not see any products applied that would cause damage.  Trugreen must respectfully deny ****************** claim as the damage was clearly caused by severe drought and not by anything applied by Trugreen.

• Initial Complaint

  Date:08/29/2022

  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 8/15 We received a call from Tru Green stating that we owe them money, we have never had Tru Green services and pre pay for the season with the company we have, so we have no idea how you have our information but we don't want you to come. My Husband explained this to them and believed the issue to be settled, however after a week or so we received a letter from our ************************** in the letter it states they sold to Tru Green. Another call to Tru Green to explain that we were unaware that the company we use sold to them and do not want Tru Green services and our information should not have been sent to them without our knowledge or permission, and that we pre pay (in full) for the season and are unaware of why they think we owe them money. After 4 phone calls we have gotten nowhere! and keep getting the run around with no results.

  

  Business Response

  Date: 09/01/2022

  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 balance on the account of $165 has been paid, apologizing for the miscommunication and inconvenience caused.
  
  
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  Please see attachd

  

  Business Response

  Date: 09/16/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly confirming the general manager *************************** talked to the customer to try to set his expectations, the customer was unhappy with the overall service and decided to cancel, apologized for any inconvenience caused, confirming the account has been cancelled/closed.
  
  
  

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I CONTRACTED with TruGreen in 2020 and 2021. There was a tremendous drop off in service in 2021 and I knew I wasn't going to use their services in 2022. In Feb or March of 2022 (this year) I received a call from TruGreen inquiring whether I'd like to renew my contract for this year. I asked the man on the phone whether his was the company I had contracted with in 2021; he said yes. I told him that, in no uncertain terms, the service sucked; that I wouldn't be renewing my contract with them since their services were so hit and miss in 2021. He apologized and asked if I'd reconsider. I told him adamantly NO!One morning in April, I found a "ticket" from TruGreen indicating they did my lawn. I didn't ask for it; didn't want it; but, hey, thank you for your free application. This happened once in May and once in June. I called and thanked them for their free applications but they should stop since I didn't contract with them and had told them earlier in the year I didn't want their services.Then I started to get phone calls from them demanding payment. This happened FOUR time with each representative apologizing and saying they'd include my statement in their "notes"; yet I kept getting calls for almost $500 in payment. I told them all the same thing about getting the phone call in Feb/March; telling them I didn't want the service; and getting the services without signing a contract detailing exactly what services I wanted and when. I said show me the signed contract and I'd pay them. Of course, there is no signed contracted as there was in both 2020 and 2021.I received a letter from a collection agency...IC *********** *************************************************** I told them the exact same facts as I'm explaining here. I also called TruGreen again on Tuesay, 8/30 and was told a Manger would get back to me in 24 - 48 hours. I waited; no call; so I'm filing this complaint.I'd like the BBB to help resolve this problem. Thank you. -- *************************

  

  Business Response

  Date: 08/30/2022

  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 amount of $473.24 has been waived and removed from the account, confirming the account has been cancelled/closed, apologizing for the inconvenience caused, the customer requested no further contact going forward and I will add them to the DO NOT CONTACT queue, confirming their credit score will not be negatively impacted.
  
  

  Customer Answer

  Date: 08/30/2022

   
  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:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pre-paid for a summer of service to improve my lawn. The service has instead killed about i/3 of the grass in my yard. Each visit by TruGreen has been a different technician, each with no idea what previous technicians have said or done. Each has different answers or excuses regarding the dead grass. The visits have been untimely. I have made several complaints to the company and have received placating emails in return, but no remedial action. I have pleaded for the local manager to come to my house to see the sad state of my yard, but am being ignored.

  

  Business Response

  Date: 09/12/2022

  A member of the local management team visited this customer's lawn and spoke with the customer regarding her concerns.  We have agreed to spray for weeds in the areas of concern, as well as apply grub control in the areas that were damaged.  We will be doing additional fertilizer for the customer to help the lawn, and will be providing a no charge aeration and seeding for the customer this fall.  The customer stated that she understood it will not be an overnight fix, and has the manager's phone number to contact with any concerns.

  Customer Answer

  Date: 09/13/2022

   
  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 for now.  Time will tell if their solution works.  The jury is still out.  I was told by the manager that they would repeat in the spring if unsuccessful this fall.  So far, they have followed through. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/29/2022

  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.

  We initially signed up for a 12 month contract. TruGreen didn't inform us that at the end of the contract they would automatically go to a month to month billing process. After we noticed they would still come out and only service our front yard we told the salesman we no longer needed service. The next month their service team showed up again. AGAIN, we told the salesman when they called and tried to sale tree service to cancel their service. They showed up again the next month (all the while only servicing the front yard). In Aug 2022 they again showed up and I happened to be home and told the two employees we no longer have the service. They packed up and left and said they would inform sales. HOWEVER, today they show up again and keep charging us for a service we have not authorized. EVERYTIME we have spoken to a sales team rep they try to sale us on more and more services but we keep telling them to cancel and they refuse (all the while they keep charging us for a month to month we NEVER authorized).

  

  Business Response

  Date: 08/30/2022

  A member of the ************** Team has been in touch with this customer.  We apologized the service was not stopped when he initially requested.  The customer stated since April the technicians have only been able to treat the front yard.  The customer agreed to pay for the front yard if we would refund him the difference.  I let him know the price to do just the front yard would have been $67.95 per application.  We will be refunding him the difference of $136.31.  The customer is aware it can take 5-7 business days for the refund to be processed, and a member of the ************** Team will follow up with him to make sure he receives the refund.

• Initial Complaint

  Date:08/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 call- back in Mid ********* VERY clear I ONLY wanted a free yard estimate as advertised, no service until I talk to someone. We set up an account and I was told I would be contacted or have to set up a date June 29: On Vacation and get a message that someone is going to my house to treat my lawn, I will be billed which I NEVER authorized or approved . Called True Green, and explained this and they reported that I would not be billed and I will not have any further service. I instructed to delete my account and my credit card as this was not approved. August 18 : get an email that someone is treating my yard again, we are on vacation and treated our yard 2 days prior as we decided to do it on our own. now our yard is treated twice in less than a week. This was once again never authorized. Called and explained and they told me they will take care of it once again and it will never happen again and I will not have to pay. Instructed they are trespassing on my property. August 20: I get a Bill emailed to my account for my most recent service!

  

  Business Response

  Date: 09/07/2022

  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 account has been cancelled/closed, a refund has been processed in the amount of $215.35 for the last application completed, leaving the account with a $0 balance, apologizing for the inconvenience and miscommunication.