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:08/28/2022

  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 the worst company that I have ever dealt with in my life. They sprayed chemicals on my lawn in December that killed the majority of my grass and greatly damaged the rest of it. The service manager (*******) admitted this to me in an email. I have been fighting with them ever since. On top of that. the weeds have just taken over. Now he is telling me that the weeds in the yard cannot be controlled. I think anyone with any common sense knows, that when you damage or kill the grass, the first thing that takes over is weeds. What do I pay for in the contract if it isn't to control the weeds. I have argued and argued with this man and the company and I feel that both are worthless. I do not expect anything that they didn't damage to be replaced, but after 9 months of waiting I do feel like they should take care of this lawn. I was actually told to get the damaged and dead spots fixed and send them the bill. I wasn't born yesterday and they would not have ever paid the bill. They harass you with trying to sell you every other product and service they have, but they sure won't stand up and fix the one's that they mess up.

  

  Business Response

  Date: 09/01/2022

  A member of the local management team has met with the customer.  He apologized to the customer for the condition of the lawn.  A technician from Trugreen did apply an incorrect herbicide to portions of the customer's lawn.  The product applied was out of a backpack sprayer using 5 gallons of premixed herbicide at 1 gallon per ***** square feet.  The amount applied covered ***** square feet.  The remainder of the customer's lawn would not have received this product as it was an attempt to control nuisance weeds on a spot treatment basis.  We readily admit that it was the incorrect product causing an adverse reaction where it was applied. 

  The main issue with the lawn is the difficult to control grassy weed invasion.  Unfortunately, with Bahia grass this is unavoidable and inevitable due to the nature of the grass.  ***** is not a dense turf type and does not spread or rejuvenate itself.  Even under the best care, with each passing year it will actually become thinner and have an increase in unwanted weed pressure.

  The customer mentioned that they were not given these expectations at the time of the sale. We will take that in good faith and refund the $476.12 the customer has paid since starting with us.

  Along with the refund, the general manager is willing to reimburse the customer for the ***** square feet of turf we injured with the herbicide application.  Although, the majority of the impacted areas did recover.  In my experience, the weed pressure you are experiencing would still have occurred.

  The customer mentioned converting the bahia lawn to a St Augustine lawn.  The general manager agrees that would be the best course of action based on what they expect from their lawn.  They just won't get the lawn they want with *****.

  To replace ***** square feet of ***** typically runs approximately .50-.75 cents per square foot.  At the high end of the price range reimbursement would be $3,750.  In an effort to be fair and reasonable as well as do the right thing by the customer, the general manager is willing to go to $1.00 per square foot and reimburse him $5000.

  The customer also mentioned requesting we cover to the back corners of the house. That measurement comes out to ***** square feet.  So, between the refund and the reimbursement they should be in the ball park.  If for some reason, pricing comes in at more than $1.00 per square foot, the customer should still have enough to cover the front to the fence on both sides.  That area measures out at ***** square feet.

  Between the refund of $476.12 and the reimbursement of $5000 the general manager believes we are being more than fair.  Trugreen has reached out to the customer but not yet received a response.  The refund process for services paid has been started, and the customer should receive that within 5-7 business days.  We will wait on a response from the customer before anything else is paid.

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17787190
  
  I am rejecting this response because: I have sent the following message to their rep.

   

  *****, 
  
  
  I am sorry for the slow reply. Before I decide on accepting this offer, I want to get other opinions from professional lawn companies on what actually happened to my lawn. I also will be getting quotes from different sod companies to see if your offer is a fair offer or not. I find it hard to believe that a company is going to remove the old, damaged sod, and replace it for $1.00 a square foot. 
  
  
  Also, I am not convinced that your company has not caused the weed population to take over like it has. I will attempt to get these quotes this weekend, however it is a holiday weekend. As soon as I get this information and quotes I will forward it to you. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/05/2022

  The ************** Team has been working with the customer and the local office to come to a resolution.  Our legal team is now involved.  We have not yet agreed to a final resolution, but we will continue to work with the customer to ensure they are satisfied with the outcome.

  Customer Answer

  Date: 10/07/2022

   
  Better Business Bureau:
  
  I am doing my best to get this resolved and I am waiting on the corporation to offer a satisfactory settlement. 

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

• Initial Complaint

  Date:08/28/2022

  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 monday august 22, my monthly appointment was scheduled. the trugreen technician showed up, he started to do my neighbors lawn instead of mine, I called him out to come do my address not the neighbors, he then comes and does my lawn, completely killing the path he walked, and on top of it he killed the neighbors lawn also. I think this is pretty serious and should have received a call back from the district manager like promised but still have not received one. they claim he will be in contact to make things right. there is no making this right

  

  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 active account, TruGreen branch general manager, *********************** visited the customers property and split seeded the lined areas and will revisit in 2 weeks to check the progress.  

• Initial Complaint

  Date:08/27/2022

  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.

  Canceled service on 6/8/22 for *********************************************. Call 8/5 no check a check was to be reissued. 8/16 called again advised I would receive a call in 24 to 48 hrs. 8/18 called an email was sent to a mgr from customer rep. on 8/17. Called several different number for Trugreen with no better response than the customer rep will forward the inquiry. Im expecting a refund of ****** and have not received a call, text, email or voice mail, which was all given to the customer reps. on several occasions.

  

  Business Response

  Date: 09/01/2022

  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 check has voided and reissued. It was reissued on 8/24/2022.

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17785579
  
  I am rejecting this response because: I have yet to receive the refund or be contacted by TruGreen since my initial contact. Can you please advise how we move forward on this matter?
  
  Sincerely,
  
  ***************************

  

  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 contacted the customer directly to assure that the customer has received their refund in the mail to the address requested.  The customer confirmed that he has received the check. 

  Customer Answer

  Date: 10/06/2022

   
  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:08/27/2022

  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 prepaid for a years worth of service in February. Its been 7 months and Ive received 2 treatments - thats problem 1.Problem 2 there have been several no show appointments where technicians have shown up and drove off and said they did the service. Most recently August 24 they came to aerate the yard and did 1 section of the front yard and left. I cant escalate to anyone on their end after calling into support several times. I feel bad for their customer support it doesnt seem like they have an escalation process and stuck handling complaints where technicians simply dont show. To me this seems criminal Ive provided money for a service that I literally am not getting and have no way to get my money back. Please help.

  

  Business Response

  Date: 09/08/2022

  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 entered in the amount of $277.44 back to card ending in #****. The customers account has been cancelled and the refund should arrive in 5 to 7 days. 

• Initial Complaint

  Date:08/27/2022

  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.

  8-27-2022 Transaction Date Tru-Green was supposed to provide service and never provided any service and charged mt credit card. Contacted the business and did not get resolution after several phone calls.

  

  Business Response

  Date: 09/05/2022

  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 of $361.42 has been issued. 

• Initial Complaint

  Date:08/27/2022

  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 called Trugreen because I want them to kill the weeds in my yard, on 08/22/2021 I had my first treatment. They came back on 11/03/2021, 11/24/2021, 01/22/2022, 03/02/2022, and 04/23/2022, but I notice there are still a lot of weeds still in my grass. I did not call to complain about it I just waited for the next visit, on 06/02/2022 he came out to give me service I advise him there are still a lot of weeds in my yard he said he notice that will not charge for this service, I thank him for that. Then I receive a call stating I owe ***** I advise the person that service my yard said he will not charge me for this service because there were still a lot of weeds in my yard. She said he was supposed to contact them about that I told her I did not know that. On the same call I advised her to contact my service because they didn't do a great job. She said she will take care of the charge and close my account. I received a call back from Trugreen (did not get her name) she wanted me to call back to them and she will charge me half price if I come back to them, advised I will have to discuss with my husband because he said he will take care of this himself. After that I started getting a call and bill in the mail, I called them several times and told them over and over again I don't owe this bill but they keep calling and sending a bill now this last bill I receive on 08/27/2022 stating my account is suspended and now they threatening me collections. Can someone help me get this resolved.

  

  Business Response

  Date: 09/08/2022

  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 account has been credited.  

• Initial Complaint

  Date:08/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally entered into a contract with Greener Lawn in 2020 for the 2021 season and shortly thereafter I was notified TruGreen acquired Greener Lawn. Greener Lawn made one application on or about March 2021. Without my knowledge, Tru Green assumed the contract I entered into with Greener Lawn, which I paid in full. After the acquisition, Tru Green began charging me for each application even though payment was made in full to Greener Lawn. Tru Green is now harassing me for a $63.92 pertaining to an application I didnt authorize. They have now sent this to collections, however this amount is not valid as I did not authorize, request or permit them authority to proceed onto my property. I kindly request the BBB to help resolve this matter.

  

  Business Response

  Date: 08/31/2022

  A member of the ************** Team has reached out to this customer.  We apologized service was done without his authorization.  We will be crediting the open balance and contacting the third party we use for collections and ask them to stop.

• Initial Complaint

  Date:08/27/2022

  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.

  We have been dealing with so many weeds in our backyard. TruGreen came out twice in June and July because the weeds were bad. On each of the second trips, the technician only carried a backpack and sprayed a few spots. Our August treatment I decided to look at the camera footage to see what the technician did. He was here as I pulled out of the driveway. In the video you can see ****** stop short of the backyard then turn and leave. He didn't even go to our backyard. We have cameras in the front of the house, driveway which is on the side of the house and cameras in the backyard. Now we know why our backyard has so many weeds. ****** wasn't treating the backyard! TruGreen said they would refund our August service fee but that never happened. We have been using TruGreen since the spring of 2019 and never had any issues until ****** took over our service. Since then, our backyard is full of weeds. We have been paying for a service that has only been completed partially.

  

  Business Response

  Date: 08/29/2022

  A member of the Corporate Care Team has been in touch with this customer.  We apologized to her for the behavior of the technician.  We let her know that we would make sure the refund that was promised for the last application would be processed, and she should have it within the next 5-7 business days. The Corporate Care Team will follow up with the customer to make sure they receive it. We confirmed that the customer has seen improvement since the re-service that was completed on 8/19.  We have placed the technician whose service the customer was concerned about on our do not send list. 

  Customer Answer

  Date: 08/29/2022

  
  
  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:08/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Let me start by telling you that I am a senior citizen, retired and with health problems, so it was a real sacrifice to have to pay TruGreen so much money since I started my contract around 8/2020 for a terrible service that instead of getting results it was all the opposite my lawn hasnt improved and where I used to have healthy grass (front yard) now most of the grass is damaged. After so many complaints and no results I was forced to cancel my service on Tuesday 8/23/2022.I am not requesting monetary compensation but an investigation because this is totally not acceptable.Regards,*******************************

  

  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 service manager ***************** visited the lawn for an analysis, confirming the service manager educated the customer on insect damage and nutsedge, scheduling a free reservice to treat for insects and sedge on 09/09/2022.
  
  

• Initial Complaint

  Date:08/27/2022

  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 paid $211.36 for this entire season. TruGreen's guarantee is that they will come out as often as required to ensure that you have a green lawn. I have reported a large bald patch in my backyard numerous times. Yet no one has come out to look at it so far. It almost appears that they are going out of business, so they do not care.I would like a full refund of what I paid for the season.

  

  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 active account, corporate customer care contacted the customer directly confirming the service manager ********************* went to evaluate the lawn, confirming the customer has **** and the area of concern is under a tree, tree lost is a main branch that has lost half of the canopy, the area is too big to fill in, explained to the customer they would have to lay sod in the bare area, customer satisfied with analysis.
  
  
  
  

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