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

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
• 

  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  TruGreen

  8621 San Mateo Blvd NE Albuquerque, NM 87113

  

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:08/25/2022

  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.

  This is my second complaint against this company in Sparks- my husband and I had a contractual agreement from last year that was not fulfilled due to inadequate service and not enough employees to fulfill the duties that were agreed upon and paid in advance. I told this company not to come back and to credit our account which did not happen. Now they have taken it upon themselves to start a new yearly service which was not ever agreed upon nor was it ever agreed upon to charge our credit card for services that were not completed. TruGreen called my husband and left a message on his work phone that they would be out on Monday the 22nd - I told him that they should not be out as we no longer do business with them- I work from home and my office is facing our street and I have access to see all that goes on , TruGreen pulled up at 2:40ish and sat in the vehicle for 30 seconds before taking off- I was on my way out to greet them and tell them we no longer do business with them before they drove off. I got onto our account with them the following day and noticed that they created a ticked showing services that were never completed and billed out credit card- I called them and was put on hold and then disconnected, I called back and was told a manager would be calling me within a half hour and that never happened- I have attached a copy of the work order and you will notice that they logged that they were here a total of 1 minute and did service to our front and backyard in 94 degree weather . no certified technician in their right mind will spray chemicals on a lawn in 94 degree weather- I cannot even imagine how many other customers they have fraudulently billed for services that did not take place. I am glad that I was able to witness what did and didn't take place on Monday .How many complaints will it take to get them closed? Now I have to call our credit card company to refuse those charges made without consent

  

  Business Response

  Date: 09/27/2022

  A member of the ************** Team reached out to this customer. We apologized to her for the experience she had with customer service, as well as what happened with one of our technicians.  We agreed to refund the customer for the application that was posted as complete but never done.  The customer is aware it can take 5-7 business days for the refund to process.  The ************** Team will follow up with the customer to make sure they receive it.  The customer also has the contact information for ************** if she has any other concerns in the future.

• Initial Complaint

  Date:08/25/2022

  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 AND CANCEL SERVICE WITH TRU GREEN THEY SAID THEY WOULD RETURN MY MONEY IN 3 TO 5 DAYS THIS WAS AUGUST 19TH I STILL HAVE NOT RECEIVED MY MONEY BACK I CALLED AGAIN AND THEY SAID THAT THE PERSON PUT IN MY REQUEST BUT DID NOT PUT IN FOR MY REFUND TO BE RETURNED TO ME,.THE REASON I CALLED WAS TO REQUEST MY REFUND OF $634.15 I CHANGED MY MIND REGARDING THE SERVICE. THEY DID NOT DO ANY SERVICE ON MY YARD I AND JUST WANTED MY MONEY BACK. i CALL AGAIN AND THEY ONCE AGAIN TELL ME IN 3 TO 5 DAYS THEY IMMEDIATELY TOOK THE MONEY OUT OF MY ACCOUNT AND I AM HAVING TROUBLE GETTING IT BACK. I FEEL I WILL WAIT ANOTHER 3 TO 5 DAYS AND THEY WILL TELL ME THE SAME THING.

  

  Business Response

  Date: 08/26/2022

  A member of the ************** Team has been in touch with this customer.  We assured her the refund is in process, and we would work to make sure she receives it as quickly as possible.  We let her know we would continue to follow up with her to make sure she receives it.  

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  Date: May 24, 2022 we paid ******** for lawn care, to kill weeds Virginia Button Weed, Dollar Weed and others. I was told at time of agreement that we would see those weed tuning brown and starting to wither, within 10 - 11 days, if I didn't see that happen just call back and let them know (I've call many times) and they would take care of it. The Lady told me they would be killed within about a month or so. The weeds are growing very well to this day. However my beautiful lawn is now dying looks like it's been over fertilized. I've called 5 times asking to talk with an Supervisor, a person called an lead me to believe he was a supervisor, and was returning the call I'd requested. I think he said his name was ****, He, told me he would send someone out then he would check back with me, when he didn't I call me back I called the company back asking for supervisorOtis. The person who answered said, ****, is not a supervisor . They then had a supervisor named ******* to call me. He told me he would have an manager to call me to set a time to come out to talk to me and look at my lawn. That never happened. I've tried and tried to work this out with no prevail. All I want at this point is a Full refund.

  

  Business Response

  Date: 10/05/2022

  The local management team evaluated the customer's property and determined the lawn was in decline due to being cut too short and having too much water.  ************** team did not see any evidence of chemical damage.  The customer disagreed with this assessment, and is having lawn tested by the state.  We are still waiting on those results.  We will continue to work with the customer to determine the cause of the decline of their lawn and work with them on an appropriate solution.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 17766636
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jomarra Auge

   

   

   

  I have reached out numerous times requesting a copy of all the products theyve treated my lawn with and dates of applications. They keep telling me theyll e-mail those to me then call me back. Ive still not received this information, or a call back.

  

  Business Response

  Date: 11/29/2022

  A member of the corporate care team has been trying to reach the customer.  The copies of the services summaries with the list of the products applied during each application was sent to the customer.  The customer was refunded not only the unused portion of her prepayment, but the last two lawn services as well. The management team reviewed her account, and determined no further refund was warranted.  The local management team determined that the condition of the lawn was caused by too much water and improper mowing techniques.

• Initial Complaint

  Date:08/24/2022

  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 purchased TruGreen lawn care service in the Spring of 2021. I discontinued my service in mid June of ******************************************************* regards to thickening and greening my lawn and providing weed control. When I signed up for the service, the representative assured me over the phone that their product was 100% guaranteed to produce a beautiful healthy lawn free of weeds. Their website states the same. I immediately noticed after a month or so no noticeable results. I gave the service until the end of the summer of 2021 and almost cancelled then due to no noticeable difference with my lawn appearance. But TruGreen convinced me to stick with the service and give it more time. They sent their local representative out to analyze my lawn and even provided extra fertilizer applications, but no progress was made. In fact, through the Spring and early Summer of 2022 my lawn actually deteriorated even worse and my original weed problem spread 3 times the coverage in my backyard. The front not as bad, but still a problem. I repeatedly contacted the local rep and all they could say was they would come out again. Finally, I decided to cancel my service. After contacting TruGreen for some type of resolution (i.e. refund of some sort) I kept being referred to other agents. When no response was given I would email them back asking for resolution. They eventually stopped responding to my emails and did nothing to resolve my complaint. The one time that I did speak to a rep on the phone they tried to turn it around on me and stated that I "signed up for the maintenance service which is only for healthy lawns." I responded to them that I signed up for what TruGreen recommended for me after initial assessment of my lawn. I also rejected further service due to the steep costs quoted. My TruGreen account number prior to cancelling service was **********. I was charged $863.25 during my service period that I would like refunded.

  

  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 $314.75 to card ending in #****. The customer should receive the refund in 3 to 5 business days. 

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

• Initial Complaint

  Date:08/24/2022

  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 damaged my trees and killed the shrubs with harsh chemical spray. I called them numerous times and numerous times I was told that a manager would get back to me or someone would come out to access the damage. NO one came or NO one called. I have left messages and talked to customer service with no avail.

  

  Business Response

  Date: 09/06/2022

  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, TruGreen branch service manager, ************************* visited the customers property and stated that the shrubs were affected by a powdery mildew. The customer only had one insect and disease ********************** treatment which was completed on 6/21/2022 and then cancelled their service. TruGreen cannot Guarantee the service if it has been cancelled after one treatment. Since the customer is on three different service lines with TruGreen, service manager ************************* offered the customer three Tree and ***** services rolling into the Fall to treat the customers trees and shrubs. 

• Initial Complaint

  Date:08/24/2022

  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.

  Service scheduled for 8/24/2022 was completed on website but never preformed!! I was here all day! My grass is dying at an accelerated rate with no support from TruGreen! Not the first time!

  

  Business Response

  Date: 09/06/2022

  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, TruGreen branch general manager, ************************* has treated the customers lawn for fungus and took a soil sample. **************** explained to the customer that it will take some time to start working. Both **************** and corporate customer care will continue to follow up with the customer thru out this process. 

  Customer Answer

  Date: 09/06/2022

   
  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:08/24/2022

  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 8/24/22 someone from Tru Green fertilized our lawn and we never had contracted their services. They came out unauthorized, trespassed on our property and spread fertilizer on our lawn and all over our raised deck. THEY ARE RUNNING A SCAM! We WILL report this to law enforcement and will NOT PAY for this service for which we never authorized. Hopefully they have not ruined our entire lawn since we just fertilized it ourselves!!

  

  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 non-customers complaint, corporate customer care contacted the customer directly confirming the service manager ********************* has contacted the non-customer and explained they will not be billed for the service, apologizing for any inconvenience caused.
  

• Initial Complaint

  Date:08/24/2022

  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 contacted Tru Green to provide lawncare and mosquito treatment. It has been an absolute nightmare. Everytime they have sent a person to do the service they do not do the service and then place a summary that is not true. I have called to complain and I let them know that I have cameras all around the property. I am literally watching them stand around and talk on their phones, do half the yard or just walk around the house and then get back in their truck. I have asked if they want to see the video and all they want to do is send someone else and either they have no clue what to do or just don't care. When you call customer service it's a joke. I asked for corporate number several times and they say it's not a corporate number that they have access to. Waiting on a manager to call back is the BIGGEST JOKE! However this company's employees have absolutely NO INTEGRITY!!! Now I feel TruGreen as a whole has none. But I do know they charge your credit card promptly but do nothing! The purpose of paying people to do a service is because you need/want it. This is the worst experience ever.

  

  Business Response

  Date: 08/25/2022

  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 any inconvenience caused, confirming a refund for $110 will be processed and refunded back to the credit card on file within the next 3-7 business day for the incomplete application,confirming a free reservice to complete the application is scheduled for 08/26/22,confirming the customer has talked to the service manager ******************* about the incomplete applications and the service manager was able to set the expectations for further treatments and address the areas of concern.
  
  
  
  

  Customer Answer

  Date: 08/25/2022

   
  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:08/24/2022

  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.

  Last year we paid in full for our yard to be treated by Trugreen. Not just the front yard, not just the back yard but the ENTIRE yard. At every service, the front yard was treated and one strip of the back yard was treated. Nearly every time for the first few months I had to call them back out to re-treat since there was no evidence of them treating the back yard. Nearly every time, it was done in an unprofessional manner. Every 10 feet or so was maybe treated. At one point, I called them 4 times in a row for the same treatment. I even asked that a manager meet me and the technician at the property. A technician showed, but no manager. Ever since then, I gave up trying and let my contract lapse. Today, my wife spoke to someone trying to collect on an outstanding balance. Saying that we signed up for a recurring contract. I paid in full for the year and not once was informed that they entered me into an recurring contract. She harassed, intimidated and yelled at my wife, saying that because we had an additional service that was our verbal contract signing us up for another year. I absolutely will NOT give this company another dime and they need to cancel all debts with us since I had already pre-paid the entire year. Furthermore I believe we should be owed an apology from them due to the harassment my wife suffered.

  

  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 by leaving a voicemail message on 08/25/2022 at approximately 9:42am-CST, leaving a voicemail message on 08/29/2022 at approximately 10:20am-CST, leaving a voicemail message on 08/30/2022 at approximately 3:14pm-CST, again on 09/01/2022 leaving a voicemail message also sending emails without reply, if further assistance is needed,please contact ************ or you may respond to the emails sent.
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17764838
  
  I am rejecting this response because:
  I have replied to their email on every occasion.  I get an undeliverable response every time.  I did try to call them back but I was on hold for 40 minutes so I gave up.  I run a business and I dont have time for all of this.  I have stated that my best form of contact is via email.
  Sincerely,
  
  *************************

  

  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 by email confirming the account has been cancelled/closed, confirming a credit for $111.93 has been made to the account due to the issues with the lawn and miscommunication, educating the customer on continuous service, customer agreed to pay the mosquito application applied in the amount of $96.42,
  
  
  
  

  Customer Answer

  Date: 09/16/2022

   
  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 still maintain the harassment complaint.  My wife was treated unprofessionally.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 17764838
  
  This issue was never resolved and now trugreen has sent me to collections after Ive paid the agreed upon amount.
  
  

  Sent from my iPhone

  

  Business Response

  Date: 01/23/2023

  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 amount of $113.93 has been waived, the account is now at $0 balance, confirming their credit report will not be negatively impacted, approved resolution with the customer
  

  Customer Answer

  Date: 01/23/2023

   
  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:08/24/2022

  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 has been servicing my lawn for several months and I have had nothing but problems. Poor quality of work and not delivering the correct amount of fertilizer/weedkiller. I had complained and the situation had still remained. Recently I received a bill for $846.60 for "Aeration" and "Seeding". I had not been informed this was happening and when I checked my lawn, it looked as if the work was only partially done (about 30% done in a poor manner and 70% missing completely). I know that the person did show up on my property on 8/15/2022 as I was just returning from a quick trip to the grocery. I checked my receipt and the time was 4:11pm and the grocery was 5 minutes away from my home. The person had just started when I arrived home. The report that was issued on the work has a time stamp of 4:39pm which means that the person spent about ***** minutes on my 21K sq ft lawn doing the aeration and seeding and that cost me over $800. As I mentioned, most of the lawn was not aerated (70%) and I estimate maybe **** pounds of seed at the most were spread, where as the report said 72 pounds of seed were spread. I called this company to complain on 8/17/2022 (when I noticed the charges and checked my lawn). The informed me a local manager would call me. On 8/19 I had a voice message from the local manager (*********************) stating that "the guy that was doing your property was new and only been doing this for 1 week" and "We do push these guys to get the yard work done fast". I finally spoke to the manager on 8/23 after he mentioned he was not available until then. During my conversation, I informed him of the poor quality of the work and he told me that "we do not have a money back guarantee". I asked for my contract to be cancelled due to all the issues with this company and a refund of this service. He refused. Attaching some of the evidence. I have longer videos and more pictures from the lawn

  

  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 customers inactive account, corporate customer care contacted the customer directly confirming the account has been cancelled/closed, a refund for $846.60 has been processed and will be refunded back to the credit card on file within the next 3-7 business days for the unauthorized aeration & overseeding, apologizing for the inconvenience caused.