Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,835 total complaints in the last 3 years.
- 471 complaints closed in the last 12 months.
If you've experienced an issue
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:08/15/2022
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 and canceled the service with TruGreen They said I would not be charged any more. Then they sent me a bill for $345 and they will not reverse the bill. They even have a recording of the conversation where I explicitly told them I no longer want the service and they still wont refund
Business Response
Date: 08/16/2022
A member of the ************** Team has been in touch with this customer. We credited the balance in question and sent an email to the customer to confirm it has been done. The customer is satisfied with this resolution.Initial Complaint
Date:08/15/2022
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.
True Green is a lawn care service. I sign up for about 18 months ago.They guarantee killing weeds and making your lawn green. Annual service is mostly in the summer.My lawn has never been right, weeds continue to grow. I have dry patches everywhere. I called them a couple of times and they said they come and correct the issue. I dont know if they did, but problem persist. I stopped making payments of $69.00 and now they have a collection agency harassing me. I am not paying for a service I didnt receive.Business Response
Date: 08/26/2022
A member of the ************** Team has been trying to get in touch with this customer but has been unable to reach them. We have credited the balance in question, and have reached out to the third party we use for collection efforts and requested they stop. We do not have any of the customer's social security information, so this would not go against their credit report.Initial Complaint
Date:08/15/2022
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 started my service with TruGreen in the fall of ********************************************************** September of 2022. Since then the yard has steadily gotten worse although I have followed all recommended instructions from our field techs. When I called to cancel my service, I was sent a field supervisor, ***, to see what could be done prior to a cancellation. We made a plan. The plan included a pre scheduled free aeration and seeding on August 18th as well the the previous service dates charge being refunded/credited back. Since that discussion TWO more services were preformed, one that was not ordered and I was billed for, and another today that was meant to be on the 18th. We are never notified of their coming until that morning. I received a text moments before the arrival. I was not even home. The tech aerated newly grown seed around a freshly placed path of paver stones. Also in an attempt to move yard furniture/equipment he broke a handle off a large carrying case and place all of it on the new walkway. I have now called the company six times to file a request to speak with a manager or supervisor. It is always escalated and I am told I will hear back within ***** hours. That NEVER happens and the one call I received left a voicemail saying they would try me again in a little while, which they never did. Ive called back again and again for the same run around. I want a refund of the entirety of my account paid out so far. I have changed bank account institutions and need a manager to speak with me on this now. I am fed up. I literally have 33 days to make my yard look at all wedding worthy. I would never suggest this company to anyone even someone I hoped the worst for. I need it resolved now.Business Response
Date: 08/16/2022
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 confirming the service manager ********************* went out to the lawn for an evaluation, customer wanted to cancel all services, confirming the account has been cancelled/closed, a refund for monies paid is being processed for the amount of $400.87 back to the credit card on file within the next 3-7 business days, apologizing for the lack of results and inconvenience caused.Customer Answer
Date: 08/16/2022
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.
Sincerely,
*********************Initial Complaint
Date:08/15/2022
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.
Cancelled the service on march 26,2022 and they sent on June 2022 three month later to spray my lawn ,without my consent.and I have contact them many times on the phone and they do no correct the problem.Business Response
Date: 08/16/2022
A member of the ************** Team has been in touch with this customer. We apologized service was completed after she requested it to be canceled. We let her know we would credit the open balance, and would send her an email confirmation of the credit. She was satisfied with this resolution.Customer Answer
Date: 08/16/2022
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.
Sincerely,
***********************Initial Complaint
Date:08/15/2022
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.
Was charge for a full service when service was not completed Reciept states they did full yard ****sqft Only did front portion of the yard not any of the back yard.Will not issue a refund because they did some of the front yard If i didnt see that they did not do the back yard the company would have got away with charging me for a full service that as stated above wasnt completed Two seperate times was told a manger would contact me in *****hr did not happen.Business Response
Date: 08/15/2022
A member of the ************** Team has reached out to this customer. We apologized the back yard was not done, and offered to send the technician out to finish the aeration and seeding. The customer declined. At his point, he just wants his money back. I let him know we would refund $234.85 for the aeration and seeding, and I would follow ** in about a week to make sure he receives it. Refunds can take 5-7 business days to process.Initial Complaint
Date:08/15/2022
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.
On July 26th a lawn care specialist came out to treat the lawn for weeds. We were on vacation at the time and when we returned on July the 30th we saw that there were very large dark brown circular spots all over the backyard. We contacted the company that Monday and was told someone would come out to assess the damage. A specialist came out and apologized and stated that a new hire should have been accompanied by a seasoned employee and that didnt happen. He stated that that employee severely damaged the lawn and that the company would take care of all damage. We didnt here anything after that visit to let us know what the game plan would be so we have called on numerous occasions requesting a supervisor call back to NO avail. I have been told we cant speak directly to a supervisor. We are extremely frustrated and feel like our only resolution is legal action!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 service manager ***************************** went out to visit the lawn to set her expectations for ongoing service, customer will receive a free reservice to treat for crabgrass and other weeds, confirming a free aeration & overseeding is scheduled for 09/08/22, apologizing for any inconvenience caused and lack of results.Initial Complaint
Date:08/14/2022
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.
GreetingsI have been a customer of ********************** since 2016. I have normally received good service. My last service was in May. I should have 5 applications in a season. I have contacted the company to get on the schedule three times via phone and once via email. If they are unable or unwilling to take care of service let me know and I will go elsewhere. Thank youShawn VeleBusiness Response
Date: 08/19/2022
A member of the ************** Team has been in touch with this customer. We were able to have their service completed on August 17. The ************** Team has been unable to reach the customer since the service was completed. We will continue to monitor the account over the next few months to make sure the service is completed on time.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:08/14/2022
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.
This year I enrolled for for lawn care services after 1st application and total charge for prepay is $257 but charged me $301. When I asked ****** for refund the difference she looks like cancelled my account and refunded $184. They again did the service and charged me $59.95 for application. And also didnt see any difference for my lawn after they did total 3 applications.Business Response
Date: 08/17/2022
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 via phone and email on ***** and *****. Corporate customer care has agreed to continue customers service for the remainder of the 2022 season. Corporate customer has applied a 100% credit for round 5 and have agreed to discount round 6 to a rate of *****. Customer was happy with this resolution.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,
Rammakrishna **********Initial Complaint
Date:08/13/2022
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.
Date of service was July 18th. Tech came to house to apply lawn treatment and grub treatment. The Tech sprayed my neighbors lawn and 1/2 my front lawn missing my side and back yard. After that he went to truck and put two receipts on front door.One for lawn treatment and one for grub treatment. The grub treatment stated he put down 18 lbs of fertilizer using a spreader. He never pulled out spreader or did that service. I have the entire visit on video and he even put down he was there for 4 minutes. I called and complained and they were persistent to come by and re-apply. I told them I did not trust them to do lawn correctly. I wanted my money back and I would talk to supervisor if needed to discuss further steps. I have spoke to many customer representatives about the issues and requesting a refund. They have stated they would request refund but I have not received it. I had another tech show up Monday Aug. 8th and try to perform service after I stated I did not want them to do that. I got a voicemail on Tuesday stating my account was closed and refund sent. I have not received any refund. I have the voicemail. I just want a refund and do not want to do business with dishonest company.Business Response
Date: 08/16/2022
A member of the ************** Team has been in touch with this customer. We apologized for the issues he had with the service. A refund is already in process for the services in question. It can take 5-7 business days for the refund to process, and a member of the ************** Team will follow up with him to make sure he receives it.Initial Complaint
Date:08/13/2022
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 enrolled in a lawn treatment plan on 9/3/2021 and paid $424.32 upfront for one year of service, which included 6 **************** Services at $33.95 each, 1 TruComplete Grub Control at $33.95, and 1 ********************************** at $209.00. After the aeration and overseeding was completed, my lawn turned out extremely patchy, still compacted and the seed had not taken. I had a specialist from TruGreen come out and he stated that the service must not have been completed correctly because of the state of the lawn and that I should call to get the service completed again free of charge. I have called and emailed on several occasions trying to get this free service scheduled to fix the aeration and overseeding that was done incorrectly the first time, but over a period of a few months, nothing has happened. I then called to cancel my service and get a refund since nothing had been done after many tries and they canceled my service but told me Id be contacted by someone from my local TruGreen office about a refund. Unfortunately I was never contacted and the woman I spoke to originally refused to give me a phone number so that I could call the local office myself. The only customer service phone number provided anywhere is a general 800-number.Business Response
Date: 08/15/2022
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, apologizing for the inconvenience caused, confirming a refund in the amount of $198.55 will be processed back to the credit card on file within the next 3-7 business days due to lack of results for the aeration &overseeding completed.Customer Answer
Date: 08/15/2022
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,
***********************
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