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:08/19/2022

  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.

  The neighbor hires true Green chemlawn to spray chemicals in their yard The true Green chemlawn employee continuously sprays the chemicals in my driveway and all over my vehicles after multiple requests for him to stay away from our property. He has even sprayed them down my back and legs once. It's the same employee. I don't want anything I want it to stop me as I feel they have killed my mint and daisies but obviously no proof they are just dying now. I do have video of my vehicles after this employees last spraying today granules all over my vehicles.

  

  Business Response

  Date: 09/12/2022

  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 non-customers complaint, TruGreen branch service manager, spoke with the non-customer and let her know that the technician would not return to TruGreens customers property. 

• Initial Complaint

  Date:08/19/2022

  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.

  Today my husband and I are both home and witnessed our specialist ********************* not complete the services we are subscribed to. He was on-site for aeration and overseed. He only did the front yard, approx ***** sqft, and left. He never stepped foot in the backyard. He then invoiced us for the entire 7,400sqft. As you cannot contact the local branch on ******************** here in ***************, we could only call a customer service ***** number. We were told he couldn't come back out because he had finished our work order out and had a schedule with other customers to keep. But, they would reschedule our service within the next week. There is no accountability, no integrity, and no customer service. This service was $400 and they are robbing their customer base. The rest of our neighborhood uses Spring Green and clearly that is where we are going next. They refused to get anyone back out today, would only provide a partial credit, and said if we refused to pay they would send us to small claims court. There is no longer customer **************************** or doing what's right. In this economy, these services are a luxury item and not an essential you would think companies would try to keep their base.If we hadn't witnessed this we would have never known. Furthermore, how are we guaranteed that the additional service would come. Additionally, how can we now trust that services are being rendered as our service agreement states. We typically aren't home and have no idea if this has happened before. 100% would never recommend TruGreen. The total for services rendered $456.84.

  

  Business Response

  Date: 08/23/2022

  A member of the ************** Team has been in touch with this customer.  We apologized for the experience he had with our company.  We offered to send someone out to make sure the aeration and seeding was completed, and he declined.  He said at this point they have already contracted with another company for lawn care.  I told we make sure the representative he spoke with as well as the technician who visited his property receive additional coaching, and we have agreed to credit the full amount of the aeration and seeding.

• Initial Complaint

  Date:08/19/2022

  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 is not my first complaint with tru green i initally took the service for my lawn after watching them the first application i knew it wasnt enough i called them and they refertilized they came back and sprayed weed killer i was not satisfied with the weed problem i filed with the bbb and reached an agrement with tru green i told them cs i did not want the service anymore on mon 8/15 a guy called and asked why i had cancelled the service i told him about the weed control he said he would at no charge to me come out and respray the yard he said within 72 hrs it would be done i went out on 8/18 to the store when i got back a tru green truck was here and a guy riding a spreader he came to the house i asked him what he was doing he fertilizing i told him that he was supposed to be spraying for weeds he said they instructed him to fertilize i said thats fine but this is supposed to be at no cost to me he then sprayed the yard on 8/19 tru green took ******************************** the first place i cancelled the service and what this guy did according to tru green was at no charge i want my 415 dollars refunded and tru green to never come on my property again

  

  Business Response

  Date: 08/24/2022

  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 $415.00 will be refunded back to the credit card on file within the next 3-7 business days, apologizing for any inconvenience caused.
  
  
  
  

  Customer Answer

  Date: 08/24/2022

   
  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:08/18/2022

  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.

  On 8/15/22, TruGreen serviced my neighbor whose property runs along the back and 1 side of my yard. *** service technician stopped me when he was almost complete to let me know that he had sprayed part of MY FENCED backyard. This was after I had already let my dogs outside without knowing there were poisons sprayed in my yard. *** following day, one of my dogs became very ill. She is being treated at my vet for acute liver damage. *** vet has run a multitude of tests and determined this was caused by toxins and not an existing health condition. My dog's health is rapidly declining and there is a strong possibility of death. As of now, I have spent over $1100 at the vet and the bills will keep piling up as this is a severely debilitating health issue. Please note, I did not hire TruGreen and certainly did not expect my yard to be treated with toxic chemicals. I expect TruGreen to reimburse me for all medical care for my dog as this was 100% their fault

  

  Business Response

  Date: 09/19/2022

  A member of the ************** Team reached out to ******************** and let them know we would need to receive a copy of the invoices from the vet's office, and a statement from the vet stating the pet's illness was caused by Trugreen's service.  After the paperwork was submitted and reviewed by the local management team and our regional technical manager, they decided to reimburse her for her vet bills.  A check has been requested from corporate, and the local team will make sure it is delivered to ********************.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17740457
  
  I am rejecting this response because:

  I was told by TruGreen on 9/13/22 that they will reimburse me but to date, I have not received reimbursement. Once payment has been received and cleared, I will accept the response but as of now, the response is rejected until TruGreen follows up on their promise for full reimbursement.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/26/2022

  According to the local management team, a check to reimburse the customer was delivered on Friday, September 23.

  Customer Answer

  Date: 09/27/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  Over a 2 month period, I have spoken with 3 different managers, as well as multiple customer service representatives with ********************** in regard to fixing a fungus issue with my lawn. Each time being promised that they will schedule a fungicide treatment at no cost as I've had to call on multiple occasions, and I should have never gotten fungus in the first place. I've had TruGreen maintain my lawn for years, and the fungus should have never appeared. Each time I call, I get apologized to and promised it will be taken care of. Each time the person tells me there is no record of having the fungicide treatment on my account. I called for the 4th time today, and get told yet again that there is NO fungucide treatment on my account. My entire yard is now affected, and is dying. I want a refund on all payments I have made, as my yard is dying, and I have wasted the money I have spent with their company.

  

  Business Response

  Date: 08/29/2022

  A member of the ************** Team and the local branch management have been in contact with the customer.  We will be doing 3 applications at no charge to help the lawn recover.  The the lawn should recover over the course of the service.  The customer will be raking up the dead thatch area and it will fill in by this time next year.  The customer is planning to add topsoil to the back yard, and he will contact the manager in the spring to set up additional services as needed.  A member of the ************** Team will check on the customer next spring to see how the lawn is doing.  

• Initial Complaint

  Date:08/18/2022

  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.

  On July 13, 22 I paid $604.08 for TruGreen to complete services on my yard. I explained to them I had round patches in my yard of dying grass and explained I believed it to be grubs killing the grass. The sales lady adamantly informed me it was a disease and not grubs. She informed me of the service needed and stated it would be for disease and insect control. I had my first service and they fertilized my yard never knocking on the door and informing me they were there. They also annotated that weeds were my complaint. They also never completed a soil or yard analysis which I paid for. I called and they explained that the 2nd service would be for disease/insect control along with the yard analysis and they said they would knock on the door moving forward. The 2nd service was completed, they sprayed revive soil amendment, not disease/insect control, nor did the soil analysis. I called and they informed me it would be completed in the 3rd treatment. I asked for a supervisor to call me back after 430pm. A manager called and left a VM at ****am starting the soil analysis and disease/insect control would be applied on the next visit. 3rd visit was completed, they fertilized again, no disease/insect control nor soil analysis, never knocked on the door. I called again asked a manager to call me back 3 times asking a manager to contact me after 430pm. Every time a manger called back before ****pm. I canceled all services today they said they would refund me $479.61 not the full amount. I want the full amount back as I never asked for fertilization and soil amendment. My yard was over fertilized and is burnt all throughout the yard. The notes on the service paperwork were never accurate and stated dog holes and digging through yard, in which there are no dog holes or digging. Also notated was, grass ******************* up as the weather heats up, its been 80,90 100 degrees, I doubt it can get much hotter! Absolute incompetence from TruGreen. Money back and my yard fixed!

  

  Business Response

  Date: 08/26/2022

  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 full refund has been entered. 

  Customer Answer

  Date: 08/27/2022

   
  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 believe I worked very hard to get this response while the company didnt care to resolve it until I continually reached out to them.  I experienced other dissatisfying experiences on behalf of TruGreen while trying to reach this resolution. I am appreciative of the remedy I did receive.  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/18/2022

  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 purchased ***************** to take care my yard on 5/18/2022. The technicians who came wasn't able to service properly. All they do is to spend 15 seconds to talk to my backyard and spend another 15 seconds to spray a small area, then go back to truck. I have been complaining since day 1 but this issue couldn't be solved at all. Even the Trugreen CSR told me the branch manager will contact me to solve the issue, I didn't receive any call from them at all (Except sales call to offer me more services).The treatment performance is terrible as bad as you can image, the lawn that they treated has died already (Which will cause our family to spend tons of money to replace), and the lawn that they didn't treat (which they should treat under contract) has full of weeds. Now after many times of repeat issues, we have contacted Trugreen to cancel the service. I'm here to ask for the full refund of entire contract, plus $1400.00 to replace the lawn they damaged (The cost to recover the damage they caused).

  

  Business Response

  Date: 08/25/2022

  One of the local service managers met with this customer on their property yesterday.  We will be doing 2 services over the next few weeks to help the lawn improve.  We have also agreed to give the customer a full refund.  A member of the ************** Team will continue to follow up with the customer to make sure the service is completed and the lawn continues to improve.

• Initial Complaint

  Date:08/18/2022

  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 cancelled TruGreen last year because their Tech didnt actually service me when they said they did. I cancelled 3 times last year for this and now again 2 times this year. I called again today to cancel and she told me no and that I had to pay this ****. What part of cancelling do they not understand. I want this credited and to be never contacted or billed EVER again. The customer service tech was rude and unresponsive.

  

  Business Response

  Date: 08/19/2022

  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 apologizing for any inconvenience caused, confirming the account has been cancelled/closed, the grub application charge of $66.71 has been waived from the account.
  

  Customer Answer

  Date: 08/20/2022

   
  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:08/18/2022

  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.

  My yard has bald spots so I reached out to trugreen for help getting grass in the balding areas. I was advised that the plan would be for a year and for $71.39 a month. The first service was completed on 10/13/2021 for a total amount of ****** and second treatment on 10/14/2021 for a total of *****. When I called and trugreen they stated that the ********************** who signed me up was not correct and they don't do monthly billing and they bill after the service is completed. I asked to speak with ******* and Trugreen would never allow me to telling me they didn't know which sales guy he was. Is this information not available in their system, seems like basic information to keep on file. The servoces they did do in the beginning stated that wr needed to water or water deeply, we did as requested. After months of service I stopped getting flags/signs in the yard and doortags on the door. I called trugreen multiple times to tell them that a technician never came out for the last two ********. They continued to bill me for services that i was not receiving. I work from home and was home everytime they said they came out. They sent a technician out after I called to tell them i still haven't receive a sign or doortag from the last service they claimed to have done and stated it would be a free service. On that round the technician wrote that they would not be able to repair the bald spots in the yard and that we would have to replant grass. This was the entire reason I signed up. This information should have been provided before services were attempted. I have since canceled the services but trugreen is now sending my account to collections for the two services that I never received for an amount of ******. I have spent ****** with an additional ****** being owed for services that were promised but couldn't even be delivered.

  

  Business Response

  Date: 08/29/2022

  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 care has tried reaching out to the customer by phone and via email. The customers account has been closed due to non-payment in the amount of $142.78. The total amount the customer paid in was $353.84. The customer will be refunded a total of $353.84, and the customers account has been credited for $142.78 for the two services that went to collections.
  
  First service was completed on 10/12/2021 it was a lawn Aeration in the amount of $175.37
  The second service was completed on 10/13/2021 in the amount of $35.69 this was the first lawn application, and it was 50% off
  The third was completed on 10/18/2021 and this was a Sulphur application and the amount for this application was $71.39
  The payment was rejected 3 times and was resubmitted on 12/09/2021.
  The fourth service was completed on 11/09/2021 second lawn application in the amount of $71.39.
  The last two applications received were lawn application completed on 1/17/2022 and 2/18/2022 and a reservice on 3/22/2022 and these two services were submitted to collections due to non-payment.

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to file a complaint about TruGreen **** Services in ****** ****. Each year I receive a pre-pay billing for services from TruGreen. My pre-paid billing that I received on 30 Nov 2021 was paid and that billing did not include any service for ******************* On 5 Aug 2022 a technician from TruGreen stopped by my home and serviced my lawn for ******************* I was not expecting this service, I did not authorize this service, and no one talked to me about doing ******************* TruGreens phone messages did not say anything about ******************* Since I did not authorize this service, the error is on their part. Nevertheless, I received a billing of $517.10 for this service. I dont appreciate being scammed to have to pay for a service I did not authorize. That is not only immoral I would think it is not legal. Can BBB contact TruGreens higher management and have them cancel this fraudulent action and billing?

  

  Business Response

  Date: 08/19/2022

  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, the Aeration has been credited. 

  Customer Answer

  Date: 08/22/2022

   
  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,
  
  *******************************