Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,832 total complaints in the last 3 years.
- 472 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/24/2022
Type: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 several times about my lawn not looking good at all. They were to have a supervisor call me. Never happened. They did send out a technician, but he did not speak to me as I requested to address the lawn issues. Completely disregarded my issues. Now - on to the next issues. On ****, I called to report a bug problem on my shrubs and ornamental grasses. I was told they would be out in 2-3 days to spray free of charge. No one showed up. I called back on **** and they told me there was a scheduling issue and someone would be out on **** and spray free of charge. No one showed. I called again on **** and they said I was not on schedule. Thus, I have been lied to on multiple occasions. I have asked for supervisors to call and have not heard back - not once on any complaint, I pay for lawn, trees and shrubs to be serviced with the promise they will come free of charge - to do treatments between scheduled appointments - if I'm not satisfied. I am completely dissatisfied with TruGreen as they are a dishonest company to do business with. I cannot get anyone from TruGreen to take care of my issues. Thus, I'm asking for the BBB to help me with this horrible company as a last resort.
Business Response
Date: 08/31/2022
A member of the local management team was able to meet with this customer on their property on Monday. They discussed the concerns the customer had with the lawn, and the manager was able to make sure his shrubs were treated. The customer was satisfied with this visit. A member of the ************** Team will follow up with the customer over the next couple of weeks to make sure things continue to improve.Initial Complaint
Date:08/24/2022
Type: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 signed up with you for the ************************** in March. We have been extremely dissatisfied. It's been almost 6 months and our yard doesn't look any better than when we started. If anything, it is worse. Our main concern was crab grass in our front yard. This issue was never addressed & has cont'd to spread and is now covering about 1/3 of our front yard. The techs are not treating our entire yard and several times have not gone into our back yard at all. Just yesterday, 8/23, we had a tech come to treat for weeds. I watched him pull up, park in front of our home for about 5 minutes, and drive away without ever stepping foot out of his truck. I have this all on our Ring camera video as well. This is 100% NOT ACCEPTABLE!! I received the email this morning from your company that our service had been performed. This is straight up fraud. I am not getting the service that I have paid for and we are NOT happy!! I also paid extra for fire ant service. The original service was performed on 4/19. About a month later we started seeing new fire ant mounds. I called for a retreatment. Below is a summary of what has happened since this request. 6/6 - they supposedly came but I was home all day and my cameras didn't show anyone was here , even if they were here, the service statement shows that they treated for weeds, not fire ants. I called and requested another re-service.6/9 - another tech came, I asked to be sure he was here for ants, he said no, he was here for weeds and would get me scheduled for ants 6/15 - tech was supposed to come for ants, received a recorded call that the service couldn't be completed and would be rescheduled 6/21 - same thing 6/23 - same thing 6/28 - a tech came out but per the service statement, they fertilized, they didn't treat for fire ants. We have now been trying to get a fire ant re-service since May,At this point, we just want our money back. We have not received the services we paid forBusiness Response
Date: 09/13/2022
A member of the ************** Team has been in touch with this customer. We reached out to the local office to help. She said even after we sent someone out to retreat the property, it did not improve. She requested multiple times for the fire ants to be treated and it was not done. She said at this point, she just wants all service with Trugreen stopped. She was appreciative of the help provided by the ************** Team, but was not happy with the response at the local level. We have canceled all her service, and are in the process of refunding her the remainder of her prepay. We will also be refunding her the cost of the fire ant treatment. Refunds can take 5-7 business days to process, and the ************** Team will reach out to her to make sure she receives it.Initial Complaint
Date:08/24/2022
Type: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 contracted with TruGreen in the spring of 2021 and paid in full for the season. We weren't pleased with how our yard looked after a season, so decided we were not going to pay for their services in 2022. We didn't know we needed to contact them to let them know that we were not going to use them again as we had only paid for the 2021 season of treatments. Came home from work in late April early May to find a TruGreen flag and a bill by our door. I immediately called them to let them know we hadn't contracted this year with them and I was told that they "assume" customers want to continue unless they are notified prior. Really?? What if someone moves, the new owner would then be responsible. I indicated that no business should "assume" something like that and I didn't not want them to come back and I didn't feel I should have to pay the bill. After several minutes on the phone I was told she had taken care of things and we wouldn't have their services any longer. A month or so later a TruGreen truck showed up to treat our lawn again. Thankfully I was home and sent him on his way before he was able to do anything and let him know they were not welcome back. I now received in the mail on August 23, 2022 a collection notice for the 1 treatment they did do that I did NOT ask for. I don't feel we should have to pay this bill as it should not be a standard that a company assumes things. A contract should have to be signed yearly so both the business and the customer are on the same page.Business Response
Date: 08/25/2022
A member of the ************** Team has reached out to this customer. I apologized to the customer that the balance was not taken care of at the time the called to stop the service. I let them know I would reach out to the third party we use for collection efforts and request they stop the collections. I told her that since we do not have any of their Social Security information, this should not affect their credit score. She did say they have sent the payment to the thrid party. I told her I would check back with her in a few weeks to make sure they returned the payment.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:08/23/2022
Type: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.
**** had severe spots after Trugreen spring/summer applications, had manager come out and evaluate the lawn, he verbally took responsibility and explained the service applicator caused the damage. He explained that I would endure a summer of dead lawn, and he would address the growing weeds and over seed in the fall. This was July 6, since I have called multiple times as I do not believe any fertilizer has been applied to the lawn, its August 23 and my fall aeration and over seeding has been completed, and I have been charged $200+ since the manager in person inspection. I have been calling for 2 weeks and was informed a manager has 48 hours from the initial call to the time they will call you back, and I missed one call and although I answered and explained I was in a work meeting but please call me back in an hour or first thing in the morning, it has been over 48 hours. Im looking to talk to someone and have received no response, but have already paid for them to kill my lawn. Im upset my lawn is a disaster, that no one called or sent a letter to explain their plan to fix the damage, I have not received a successful phone call or a direct number to speak with a manager in over 2 weeks, Im angry they have already seeded for the fall, and Im angry they charged me to fix their mistake. I have called almost weekly since June.Business Response
Date: 09/06/2022
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, ************************* has refunded the customer for the Aeration and Seeding and has agreed to slice seed the customers lawn from damages.Initial Complaint
Date:08/23/2022
Type: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 had signed up for 1 year of service. When that 1 year expired they came and did un authorized work at my house multiple times and automatically charged my credit card. I have called atleast 10 times since August 8th and was promised a refund in 5-7 business days. I have yet to see that refund. I have made multiple attempts to call and have never been called back from a manager which I have requested. Everytime I call I am promised a call back from a manager. Also I have video from prior application which I paid for of them not doing the job to completion. Also on one occasion one of there technicians directly spraying tree pesticide directly into my pool. I am willing to provide said video if need be.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 a total refund of $788.59 has been received to the customer to the credit card on file, apologizing for the lack of results and inconvenience caused, the customer requested no further contact going forward and I will add to the DO NOT CONTACT queue.Initial Complaint
Date:08/23/2022
Type: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 have been a customer of ********************** ************ for over Seven Years. I cancelled my service due to very bad Specialist performance of my ****. I called Truegreen **** care and requested a supervisor visit me and walk my **** to show how my lawn looks. The person who took my call said she would advise a supervisor and have him call me from 24 to 48 Hours. This is not acceptable to me.Business Response
Date: 08/30/2022
A local service manger visited this customer's property on Saturday, August 27. He sprayed for weeds and crabgrass while there. He also identified damage to the lawn due to brown spot disease. We will be doing a free aeration and seeding this fall to help repair these areas. A member of the ************** Team will continue to follow up with the customer to make sure this is completed.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:08/23/2022
Type: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 was previously being serviced by a local lawn care company, ***************, that renewed service contracts every year. This late winter we found out that *************** was closed and sold to Trugreen. We did not sign up for their service, we found another local company to do our lawn control. Trugreen showed up and treated our lawn, I called to tell them we did not sign up and please do not treat our lawn. However, they continue to service my house without a contract and bill me. I have "cancelled" their service that I never ordered and they continue to treat my lawn and send me bills. I do not want them on my lawn, I did not order their services and have another provider so they are now burning my lawn. I have spoken with customer service on three occasions, they claim they have stopped the service, and removed the bill but they continue to come to my home, treat my lawn and send another bill. Again, today I received another bill that states they were here on August 4th. PLEASE MAKE THEM STOP!Business Response
Date: 08/25/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
TRUGREEN apologizes for the concerns you have expressed,and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers,expect.
In review of the customers inactive account the customers account has been credited and cancelled.Initial Complaint
Date:08/23/2022
Type: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.
Our grass in the front yard was healthy and green. Cancelled service and nobody has got in contact with us to try to resolve this issue. We paid for a year's contract with aerration and overseedingwhich was not done. The pictures below show the results. Should not have fertilized with it being so hot. We are faithful waterers to try to make it look good and this is the results. WILL NOT RECCOMEND TO ANYONE.Business Response
Date: 09/08/2022
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 and the customer stated she would contact the service manager ********************************* to set up a lawn visit for analysis, confirming the customer never responded to the service manager by email or phone, last contact with customer was on 08/31/22 at approximately *********** from customer stating she would contact the service manager to set up the lawn visit, on 09/01/22 at approximately 9:30am-CST the service manager ********************************* left voicemail message, on 09/06/2022 at approximately 11:25am-CST left voicemail message, on 09/07/2022 at approximately 1:28pm-CST left voicemail message without reply and emails sent as well, if further assistance is needed, please contact ************ or respond to the emails sent.Customer Answer
Date: 09/14/2022
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:08/23/2022
Type: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.
Contracted with TruGreen in ********** for weekly, montly grub and lawn maintenance. The company burned the area of the backyard. They came out and reseeded the yard. I don't have any grass growing and the back yard has at least 10 patchy spots. I have always had green looking grass prior to this last application.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, ***************************** has agreed to Aerate and Seed the customer backyard.Initial Complaint
Date:08/23/2022
Type: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 $451.96 on March 9 2022 for 5 monthly mosquito treatments in my yard from May thru September Tru green is suppose to spray mosquito treatment through a large portion of my yard, approximately 9/10ths of an acre but in July they only sprayed close to the house which was 1/10th of an acre of coverage. The specialists are telling me they are being told by local branch management to only spray within 30 feet of homes regardless of customers paying for a larger area of coverage.After the July treatment I contacted Tru Green corporate via social media and explained what happened. About a week later the local branch called me. I was told that the specialist must not have understood what they are suppose to do and that they would send someone else out to spray. Another week later they sent out a different specialist to spray the remaining area. I do not know if it was actually done because I was not home at the time.Today they came to spray for August. I asked where they were spraying and was again told that they are only allowed to spray ***** feet from the home because they have been using too much product. The specialist said he would spray my entire area because he wants customers to be happy. I have a video of the conversation between myself and the specialist from today where you can clearly hear him explain what local management is telling specialists to do.My customer number is **********Customer Answer
Date: 08/24/2022
The consumer has called and indicated the complaint had been resolved.
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