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:08/18/2022

  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 8/17/22 I was billed for a mosquito application that "allegedly" took place. It never happened! There was no invoice left, no yard marker, nothing. I also have security cameras installed on every side of my house monitoring my entire yard 24/7. No one stepped foot on my property! This is the 3rd instance this year where I was billed for a service that never happened! First it was a "lime application, then a tree and shrub service". This is absolutely ridiculous! How many other people are they doing this too? It's flat out fraud! Instead of doing anything about it, they simply say, we'll come back and do another application. Had I not installed security cameras I would have never known that the service was never performed! This company needs to be held accountable!

  

  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 active account, corporate customer care contacted the customer directly apologizing for any inconvenience caused, confirming a reservice is scheduled 08/22/2022 to complete the mosquito application, a refund for $78.13 is being processed and will be refunded within 3-7 business days to the credit card on file due to application not completed.
  
  

  Customer Answer

  Date: 08/19/2022

   
  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:08/17/2022

  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.

  I signed up for TruGreen service via EasyPay (monthly payments) early July 2022. I informed the service representative that I needed only 1 month worth of service and she told me I could cancel at any time. TruGreen performed the first round of service July 19th as intended, then I called their office prior to August 5th to cancel. That service rep informed me that the service had been canceled, but they still sent someone out in August to perform service and charged me the service fee ($78.95) again on August 11th. My account on the TruGreen site indicates that they will still perform 3 additional treatments this year. I submitted a request online Aug 12th requesting them again to cancel my service but have yet to hear anything back. My TruGreen account number is *********0. I have changed my billing info to an invalid credit card to stop them from charging me, but I worry they will attempt to charge me and then send a collections agency after me when it fails to go through.
  
  NOTE: It is harder and more expensive for me to contact them now as I moved to Ireland on August 8th; the address I entered for BBB is my state of domicile address. The address at which service is still being performed is: **** ********* Cir, Lake Oswego, OR *****. E-mail is the best way to get a hold of me now, but if you need to call, please reach me at +*** *** *** ****.

  

  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 customer’s inactive account, corporate
  customer care contacted the customer directly by email apologizing for any
  inconvenience caused, confirming the account has been cancelled/closed, confirming
  a refund of $78.95 will be processed and returned to the credit card on file
  within 3-7 business days because account was to be cancelled before the
  treatment was completed.
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  I have hired trugreen and they did a great job. Next year we hired them and they did terribly at controlling the moskitos. Next year! Lack luster at best. Didn't come out with a re-spray until the next scheduled time. Didn't want them back this year and they preformed service. Now there charging me $94 for service I don't want or need. Even if they did an ok job. Which they absolutely did not! I have talked to several associates and said I did not authorize you to come on my property. They said it's a reoccurring service. If that's true why do did I call them back every year?! Poor business practice to assume!

  

  Business Response

  Date: 08/18/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  TRUGREEN apologizes for the concerns you have expressed,and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers,expect.
  
  In review of the customers inactive account, the account has been credited and the charge has been removed. 

• Initial Complaint

  Date:08/17/2022

  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.

  I filed my first complaint with TruGreen in October of 2021 because for 2 years I had been calling the company without getting through to anyone in charge. Two days after filing a complaint with the BBB, they reached out to me in an email taking FULL responsibility for lawn damage and stated they would do a complete repair and full restoration of the lawn. To date, this year 2022, they have only aerated. The lawn is nothing but dirt and weeds. I realized too late that this is the same song and dance they gave me in 2020 when they first ruined my lawn and garden. However, in 2021, they TOTALLY devastated my lawn and garden. I forwarded progression photos to TruGreen this spring, but the email went without a reply. These are the progression photos I sent and represent my lawn/garden from 2016-2022.At this point, the only course of action is for them to fully reimburse me for the damage to my lawn and garden, so I may restore it to its former health and beauty.

  

  Business Response

  Date: 09/07/2022

  A member of our local management team has been in touch with this customer.  We will be doing a weed ********************** to treat for any existing weeds, and then ***** dyas later we will be applying some topsoil and seed to help those areas recover.  The local management team will continue to follow up with the customer during this process to make sure the lawn looks better than before.  A member of the ************** Team will continue to monitor the account to make sure the lawn continues to improve.

• Initial Complaint

  Date:08/17/2022

  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.

  I have called Trugreen customer service number several times, but each time I have been told that a manager would call back and that has never happened. I have had a total of 3 visits from Trugreen.- No issues with the first visit. - After the second visit, there were large patches caused by fertilizer burn.- On the 3rd visit, there were no products applied, the service person just came and saw the fertilizer ***** and said that the lawn 'should' recover next season.Yet, I am being charged for 3 visits.I am requesting a full-refund but unable to reach anyone at Trugreen that has a decision making authority. I am told I will get a call back in 24-hours each time and there haven't been any calls.Thank You.

  

  Business Response

  Date: 08/22/2022

  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 and lack of results received, confirming the account has been cancelled/closed, confirming the remaining prepay monies has been processed in the amount of $186.74 to be refunded to the credit card on file within 3-7 business days.
  
  
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  On March 18, 2022, I agreed to and paid a $104.45 deposit and then remaining balance in full $553.59, totaling $658.04, for a lawn fertilizer and weed control contract for the season.The contract was to provide 6 applications of fertilizer and weed prevention and control.Trugreen failed to provide and apply the weed control application resulting in significant weed overgrowth and destruction of our new lawn.I made numerous attempts with customer service to request follow up visits to remedy the issue the first week of June, however, it wasnt until the last week of July that anyone came to discuss the issues.A weed killer was applied to entire lawn the last week of July which resulted in over 50% of my lawn now turning brown from the dying crabgrass.My lawn was near perfect in the spring before they serviced it and now the entire season and lawn is ruined due to breech of contract and lack of professionalism and customer service ( they claim 100%lawn guarantee).I have requested refunds verbally to two representatives and also in emails to dispute departments, with no follow up, or communication since.I am requesting a full refund for services completed to date, along with my lawn to be aerated and over seeded due to turf destruction, in hopes to bring the property back to previous health.I have included pictures of the weeds, along with the after pics once they have been sprayed.

  

  Business Response

  Date: 08/19/2022

  The general manager of this customer's servicing branch reached out to him.  We will be doing a fall aeration and seeding this year at no charge, and will be refunding him the entire amount of the prepayment he made this year.  The customer was satisfied with this solution.  A member of the ************** Team will continue to follow up with the customer to make sure their refund is received and the aeration and seeding is completed.

• Initial Complaint

  Date:08/17/2022

  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 8/16/2022 Yesterday this employee from trugreen came to my house by mistake and began to make many holes in my patio, I went out to tell him that he was in the wrong house, he verified and indeed he was at the wrong client, he asked me if he could finish and I said yes , I thought he was mowing the lawn, when he left I saw that he had made many holes in my patio, I call truegreen, after waiting more than half an hour the customer service representative told me that they were not going to overseeds, that I will call them if there is damage in my yard, very irresponsible, I don't even want to imagine how they would be with their clients

  

  Business Response

  Date: 08/17/2022

  A member of our ************** Team has been in touch with ********************.  We apologized that his lawn was done in error. I explained to him what the technician was requested to do during the service call.  He said he thought seeding or something else was to be done after it.  I told him the service call only requested that he aerate.  I told him generally, if someone is not a customer we do not send anyone out to treat their property.  We discussed the different types of turf, and I told him we only seed for fescue.  He was not sure what type of turf he had, and decided he did not want to have us come out and seed.  I told him I would follow up with the local branch to let them know, and we would do an investigation to determine why someone was sent to his property.  He was satisfied with this response. 

  Customer Answer

  Date: 08/17/2022

   
  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:08/16/2022

  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 hired Trugreen to service my lawn this year. I paid for the year in advance. Trugreen has treated my lawn 5x this season and somehow my lawn looks significantly worse than my neighbors lawns. After they treated my lawn on June 9th, my lawn rapidly started turning brown, within days. I called them saying something wasn't right. I thought they may have burned it with chemicals. They sent someone out who just told me to water it more- but I am watering it frequently and this is not the problem- especially when my neighbors lawns look better than mine with less watering.
  
  Yesterday Trugreen came to my house. I saw them pull up. I went to my bedroom to put my shoes on and go outside to talk to them but as I started heading out the door, their truck was already pulling away. No notice left at my front door. No one rang the doorbell. Nothing. They were at my house for about 2 minutes. I looked closely at my lawn and saw very very sparsely some fertilizer laid down in the front lawn only. It didn't look like the back yard had been treated at all. I called Trugreen today to tell them about this; they put me on hold several times and after 20 minutes of waiting, I hung up. I also logged into my Trugreen online profile to see if they left comments about the treatment provided yesterday. What caught my eye is that they only applied 7lbs of fertilizer for my yard. This is enough to only treat 1000sqft. My front + backyard is much larger than 1000 sqft. My actual lot size is 10,122 sqft! Then, after looking at my invoices I noticed they only have my yard listed as 999 square feet! They aren't putting enough product down and likely aren't treating my entire yard! I am paying the full bill for each treatment, yet, they are barely laying down any product. This is unprofessional and I feel tricked. My lawn looks bad and they're taking my money for what should be a full yard treatment without actually treating my entire lawn.

  

  Business Response

  Date: 08/22/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with
  your concerns.
  In review of the customer’s active account, corporate
  customer care contacted the customer directly confirming apologizing for any
  inconvenience caused, confirming the service manager ******* ***** has reached out
  to the customer by phone and will set expectations for the lawn, reservice was
  completed to apply fertilizer to the lawn, changed the total square footage to
  treat at 4500.
  

  

  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 active account, corporate
  customer care contacted the customer directly apologizing for the discrepancy
  with the square footage on the account, confirming the pricing provided is
  based on 999 square feet and not on 4500 square feet, agreed to keep pricing
  the same, confirmed the next 3 applications will be at $0 cost due to
  incomplete applications completed.
  
  

  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. I thank ****** at Trugreen for making this right and correcting the issue going forward.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/16/2022

  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.

  For more than 2 years I have been trying to resolve this problem with Trugreen lawn care. I have repeatedly ask to have them fix what they have done. I was told to get an estimate for the repairs and I did that. Now they will no longer even contact me to attempt to resolve this issue.

  

  Business Response

  Date: 08/23/2022

  A member of the local management team contacted this customer and discussed their concerns.  In the front yard, we will be having sod put down.  The local manager said it may be as early as next week.  In the back yard, we will be doing a veg. control to kill the weeds and then do an aeration and seeding.  A member of the ************** Team will continue to follow up with the customer to make sure this is completed.

  Customer Answer

  Date: 08/23/2022

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

• Initial Complaint

  Date:08/15/2022

  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.

  7/27 TruGreen came to the property and with a small 1-2gal hand sprayer sprayed a few weeds around the house and driveway. it cost approximately 99$ as it's prepaid. The ticket said the entire property was fertilized with granular feed. After calling to complain they sent another technician to service the lawn. 7/30. They did almost exactly the same thing. 5 mins of a backpack sprayer now around the edging of the property. maybe 1% of the lawn at best. Again. Ticket said entire property was applied with their fertilizing/weed blend. 3rd call and 3rd try they arrived and sat in their car for 3 mins. Wrote a ticket that the entire property was applied. 4th time. no show but entire property was treated yet again. Complete and utter fraud. We have property cameras and can watch them arriving and what and where they apply.

  

  Business Response

  Date: 08/18/2022

  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 general manager *************************** contacted the customer explaining the measurements of the lawn to be treated, confirming the entire property was not be treated, confirming the customers entire lawn size is more than 2 acres, agreeing to keep the same pricing for the remaining of the year and re-evaluate new pricing for 2023,confirming the next application will be treated for the entire lawn, apologizing for the inconvenience and miscommunication.