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

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  
• 

  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  TruGreen

  6700 Commerce Blvd Syracuse, NY 13211

  

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:08/27/2022

  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 received a marketing call offering me to increase my lawn services to include aeration/overseeding. I was quoted $251 for my yard. The salesperson made no distinction of what area it would cover other than my yard. While I contract for fertilization services for my entire yard, was offered to increase services, and with no discussion of areas it would cover, I was led to believe this price was for the entire yard. This call was on 7/16/22. I accepted the price. I was asked to confirm service via email link which did not contain any distinction of area either/proof attached. On the week of 8/15 -8/19/2022, trugreen services my yard while I was not home. Upon returning home, I realized no evidence of the backyard being serviced with aeration/overseeding. I filed a complaint on 8/25 and was instructed the local office would resolve the complaint. On 8/26 I received a call, where I voiced my complaint once again of service being incomplete and requested trugreen complete the job. I was notified that I contracted for only the front yard and to come out again for the backyard would be an additional $333. I declined and demanded the company make good on its original offer to which I was made to believe included the entire yard. After insisting my position, I told them I would back down if they could provide proof that I contracted just for the front, they would not do so. I then asked all my services be ended and for a refund on incomplete prepaid fertilization services. When informed I would file a complaint and pursue a chargeback, they deleted all my invoice and service records from my account eliminating all service history proof. I since have requoted the service using the same account I used to originate services for my entire yard and was once again offered $251 for my yard/proof incl. No distinction was made of sub-areas. I believe the marketing and sales tactics are deceptive and misleading. I would necer have agreed to services for only my front yard at $251.

  

  Business Response

  Date: 08/30/2022

  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, ********************* has agreed to go back and Aerate and Seed the customers backyard. He also explained that he understands there were some miscommunications but moving forward in the future TruGreen would have to charge the correct price to service the entire lawn. 

  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:08/26/2022

  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.

  Good Afternoon, I have called 6 or 7 times in the last 8 weeks to have these weeds addressed, and to have the Manager walk the property when I am home. I have not heard from anyone, but supposedly they come when nobody is home. If something isn't done soon, I will be canceling my service permanently. I have been a customer since 2012. I also want a refund for half the services from this year. Customer Number is ********** Regards,*********************

  

  Business Response

  Date: 09/19/2022

  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 out for an lawn analysis on 08/29/2022 and treated for weeds and set up a reservice for 09/09/2022 to take a look at the lawn and check on the process, confirming the service manager ********************* came out to the lawn on 09/13/2022 to take a look at the lawn to see the process, confirming the weeds are dying off and the lawn is looking better, confirming the service manager left a note behind when he was out last since no one was home.
  
  
  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17782083
  
  I am rejecting this response because I asked for a refund for half the season. If it's just now being corrected, why am I paying for

  the past few months in which I had weeds from employee laziness or incompetence?

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

  

  Business Response

  Date: 10/05/2022

  A member of the local management team met with the customer.  We retreated the weeds and the customer confirmed they are seeing improvement in the lawn.  A member of the ************** Team has attempted multiple times to confirm they are continuing to see improvement but have not been able to reach the customer.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17782083
  
  I am rejecting this response because:

       You're missing the point. I had excessive weeds in June, July, and August. Yes, the weed control has improved since you had someone come out and do their job. I have been paying for weed control that wasn't adequately being completed during the months of June, July, and August. You didn't have someone come out and fix the weed problem until I called and complained 6 or 7 times and emailed corporate executives. Look at the photos. I am politely asking for some kind of credit or refund for the months of June, July, and August. 2.5 months went by without being able to enjoy a weed free lawn. 

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

  

  Business Response

  Date: 10/14/2022

  A member of the corporate care team reached back out to this customer to discuss the concerns they had with the service.  We have agreed to refund half of the services the customer received this year due to the issues they had with the service.  The customer will receive a refund of $177.60 to their credit card.  They are aware it may take 5-7 business days to receive the refund, and a member of the corporate care team will follow up with them to make sure they receive it.

  Customer Answer

  Date: 10/14/2022

   
  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:08/26/2022

  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.

  Partial refund. This company does not know how to provide lawncare.This picture is my lawn after 3 years of care. Year 1 and 2 saw a lot of improvement. I swear no one shows up and if they do.. it's 5 minutes or so of work.

  

  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 active account, corporate customer care contacted the customer directly educating on the service guarantee policy, confirming an evaluation/reservice has been scheduled to look at the existing weeds and thinning/bare areas and treat as needed, apologizing for any inconvenience caused.
  
  

• Initial Complaint

  Date:08/26/2022

  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.

  Trugreen did a core aeration and seeding like I had done the prior year. Their policy states services will continue every year unless cancelation. I never explicitly or implicitly agreed to that. I received no notification shortly before the service was going to happen, and they have my email and phone number. I happen to be on vacation when they came. Further I didn't even receive a door hanger with details of service until 3 days after service, and did not receive a bill until 7 days after service. I first knew the service had been performed because of an email I received the following day as service. So they can contact me when it's done but not before? Sounds like a predatory business practice to me. If they had made an attempt to contact me I would have told them no, just like many other complaints here, but of course they are afraid of that so they sneak in when people are away and at work. What if I wasn't the owner of the house anymore, who would they bill? What if their policy stated services continue every 10 years unless canceled? BS business model, and they know it, and I think a judge would agree. On top of all that they came in the middle of August to put seed down when it's still 90 degrees most of the days here! Just another company out for the money only.

  

  Business Response

  Date: 08/29/2022

  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, confirming the aeration & overseeding will be credited by
  50% and the customer agreed to make payment in the amount of $134.30,
  apologizing for the inconvenience caused.
  
  

  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:08/26/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed off with TrueGreen in April hoping they can get rid of weeds on my lawn. They agreed they will but in 5 months of their service weeds got worse not better. I complained multiple times and asked to talk to a manager and invite them to my property to see what the issue is. I never had a chance to meet or even talk to any of them. I lost precious summer time and instead of getting rid of weeds I got more of them. The only answer you get when you call them is "we are sorry but we come out to your home and spray" . They don't care about results. I see it as steeling money from customers without delivering. Being end of August I don't hope for my lawn to get better with their help any more. I need to get my money back so I buy products and take care of my lawn myself.

  

  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 active account,corporate customer care contacted the customer directly confirming the service manager *************************** went out to the property, the service manager treated for weeds throughout the turf, a free reservice has been scheduled for 09/15/2022 to treat for any existing weeds, a refund has been requested for a total of $123.90 for two applications and will be refunded to the credit card on file within the next 3-7 business days due to lack of results and miscommunication, apologizing for the inconvenience 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 a good start. It is September already and I am afraid we lost a lot of time available for treating weeds. I would like to see if the next two treatments will make things better and I would like to revisit my complaint in 30 days.
  
  Sincerely, *****
  
  ***********************

• Initial Complaint

  Date:08/26/2022

  Type:Billing 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 for seven services and received only two thus far, and both were not completed as agreed, and weeds are growing on my new lawn. I called to cancel, and they gave me the runaround and will not cancel my plan. I have had to call my bank and put a fraud alert for them on my card. They charged me a prepaid deal and assured me they would perform all seven services but only show five now. My original agreement shows 7. I want the services refunded and my account canceled oe small claims court; here we come.#**********

  

  Business Response

  Date: 08/26/2022

  A member of the ************** Team reached out to the customer today.  The customer's account has been canceled.  We will be refunding the customer the remainder of their prepayment, as well as for the service completed today (8/26) and on 7/25/22.  The customer was satisfied with that resolution.

  Customer Answer

  Date: 08/26/2022

   
  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:08/26/2022

  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.

  True green has been coming to my property from September 2021 and their last visit was August 8 of 2022. I have every paper receipt as well as my bank receipts that they have been charging my credit card. We started their program to get our lawn weed free. My lawn was beautiful now it is destroyed. Im having a really hard time understanding that somebody shows up here every week or so seeing the terrible condition of my lawn and not having the skill set to not spray and charge me $95 when he knows hes just wrecking my lawn even more. If they were trained properly they would at least call somebody in charge to say I dont think I should be doing this today. My lawn looks horrible, 10 times worse than when you started, TruGreen. No Thank You my pictures cant tell a lie, you wrecked my lawn and the mosquito repellent that you charged me for over and over again is also a joke. You definitely should have a lawsuit on your hands for this. You can only pull the wool over peoples eyes for so long, your company is a shyster and a joke.

  

  Business Response

  Date: 08/30/2022

  A member of our local management team visited this customer's property yesterday.  He noticed some bent grass and nimblewill.  After speaking with both Mr. and *************, he decided that we will be refunding the customer for the services they have paid.  It can take 5-7 business days for the refund to process.  A member of the ************** Team will monitor the account and will make sure the customer receives the refund.

• Initial Complaint

  Date:08/26/2022

  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.

  The lawn applications killed our entire lawn front and back. I'm almost certain it was the re-application of the mosquito application. Our lawn was in perfect shape before these applications. The service technician agreed that something went drastically wrong. It was not caused by drought. It was not caused by fungus. It was caused by whatever mixture was applied to the lawn. TrueGreen said that the branch manager would contact me but they did not after several emails to customer support. I am requesting that they either do a full over reseeding and thatching of the lawn or that my account be closed with a refund for damages.

  

  Business Response

  Date: 08/26/2022

  A member of the ************** Team spoke with the customer today.  The customer is concerned that a mosquito service may have damaged the property.  One of the managers of his local office will be meeting with the customer on Tuesday, August 30 to determine what happened and what we can do to help the lawn recover.  The ************** Team will continue to follow up with the customer to make sure lawn is improving.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17777729
  
  I am rejecting this response because:

  I got a call from the branch manager last week and he said he would come over today to inspect but no one showed up Tuesday 8/26/2022 as promised.

  I left a message today on the number that called me but I did not get a call back.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/05/2022

  A member of the local branch team met with the customer about the concerns with the lawn.  They discussed a plan to help the lawn improve.  The customer decided to cancel their mosquito service at that time, and we agreed to refund the remainder of their prepayment for that service line.  We have completed an aeration and seeding at no charge this fall to help the lawn recover.  The customer was satisfied with the plan to help the lawn improve.

  Customer Answer

  Date: 10/05/2022

   
  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:08/26/2022

  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 do not perform the service, they place signs in yard and leave

  

  Business Response

  Date: 09/08/2022

  A member of the local management team has been in touch with the customer.   The customer just wanted to cancel the service, and wanted a refund for the last service.  The customer told the manager that they would send us footage from their cameras but we have not yet received it.  A member of the ************** Team has tried to reach out to the customer multiple times to discuss their concerns but have been unable to reach them.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17775249
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/25/2022

  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.

  This morning (8/25/2022), I received an email informing me that the TruGreen representative was on his way to treat my lawn. I saw the TruGreen truck pass in front of my house but the truck did not stop at my residence. Shortly thereafter, I received an email (also this morning) stating that ****************** had completed the treatment of my lawn. The lawn was never treated. There is no notice hanging on the door and there is no yard marker. I checked the lawn shortly after receiving the latter email (mentioned above) and the yard was completely dry. It had not been treated. Additionally, I receive treatment for mosquitos from TruGreen. Despite their "treatment," my yard was infested with mosquitos during July 2022. I called customer service twice but they refused to re-treat the property in accordance with the purchase agreement. I was told by both representatives that I would receive a credit for one treatment but, to date, I have received nothing.

  

  Business Response

  Date: 08/29/2022

  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 will be refunded for a total of $191.09 back to the credit card on file within the next 3-7 business days due to incomplete service, apologizing for the inconvenience caused.
  
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17769136
  
  I am rejecting this response because:  The refund I received was not the amount listed in TruGreen's response.  I received a refund of $151.28.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/30/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the customers inactive account, corporate customer care contacted the customer directly by email confirming an additional amount of $39.81 had been processed and will be returned to the credit card on file within 3-7 business days
  

  Customer Answer

  Date: 10/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************