Complaints

This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
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  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  
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  TruGreen

  8621 San Mateo Blvd NE Albuquerque, NM 87113

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2022

  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 have been a Trugreen customer for the past several months and over the course of the past month I have been trying to contact the company to get someone to come to my property to address an ongoing concern with our yard. Ive called in more than half a dozen times and try to escalate the problem or speak to someone in the local office and no one returned my call. No one has come to the property to look at our yard and I have been told by a local company that most of our yard needs to be replaced down because it is dead. Interestingly, this company also told me that theres no evidence that ******* has been treated or fertilized, and that is exactly what Im paying Trugreen to do. They have been in the refuse to remedy the situation despite the fact that they claim to guarantee their products and services to our customers.

  

  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 active account, corporate customer care contacted the customer directly confirming the service manager *********************** visited the lawn for an assessment, confirming the lawn appears to have drought stress, a soil sample will be ordered and insecticide to be applied as a precaution, the service manager *********************** confirmed with the customer he will allow the needed time to better his lawn, apologizing for any inconvenience caused.
  
  

  

  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 active account, corporate customer care contacted the customer directly confirming the service manager *********************** visited the lawn for an assessment, confirming the lawn appears to have drought stress, a soil sample will be ordered and insecticide to be applied as a precaution, the service manager *********************** confirmed with the customer he will allow the needed time to better his lawn, 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, if it is completed. I informed the company about the lack of communication regarding my complaint, and the manager agreed it was unacceptable. I also informed him that another company had been to the property to inspect the lawn and their finding indicated that Trugreen has not been adequately fertilizing or treating for weeds and insects. The manager informed me they in addition to soil testing, he would treat the lawn and utilize grass plugs to try to remedy the damage has been done. I also informed the manager at my regular service, which was previously confirmed with the company on two occasions, was not performed and the company is now 10 days past due on that service (scheduled for August 14, 2022). 
  
  I will be monitoring the situation to determine if the company follows through on their plan of action.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/12/2022

  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 8/4 tech texted at 4:09pm he arrived at property to aereate my yard. I went outside but tech wasn't there. I was looking to see if he was at the wrong property when I got a text at 4:10pm that the job was complete and to rate his service. I immediately called the office because they would charge my card the next day. I advised customer services and the operator said that they would reschedule another tech to come out in 3-4 days but the billing would still be charged $266..30.I advised that no service was performed and I wanted my card removed from the account and my service canceled. I have since had texts on 8/8 saying a free service is scheduled and a tech came out. He said the other guy didn't aereate because the yard is dirt in areas. He texted he was unable to perform the service. On 8/8 the original tech came and tried to get me to remember he was at my home on 8/4, I advised the tech I had several adults in the house that day and no one saw him or his truck, which according to his texts was about 60 seconds to aereate my yard! I advised him I canceled and here is the cancellation number #**********. I still get texts and was threatened with collections on a service that was not performed. Please rectify the situation if possible, thank you, sincerely *********************** ******************************************************

  

  Business Response

  Date: 08/23/2022

  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.

  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 is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/12/2022

  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.

  We called Trugreen to cancel the service, which they stated that they would. They continue to send invoices and threaten to send the bill to collections. Trugreen has provided no services in 2022, yet they continue to send invoices and threaten us with collections.

  

  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 inactive account, the customers account has been credited and the account is closed.

• Initial Complaint

  Date:08/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Trugreen to perform a lawn care service in October 2021 as a one-time service. They completed the service and received payment.Without warning, they came to my home and completed the same service again on 8/8/2022. They statd that I signed up for it to be a yearly service when I did not. They changed my credit card immediately.Furthermore, the service that I payed for last year is a service that should be done in mid to late fall in order for it to be effective. They completed this service in August, when it will not be effective and will need to be completed again.I have spoken with multiple customer service reps and have been told that a manager would call me back and I have yet to receive this call.

  

  Business Response

  Date: 08/12/2022

  A member of the ************** Team reached out to the customer today.  We explained the aeration and seeding, just like the other services we provide is a reoccurring service.  We apologized for any misunderstanding, and let the customer know we would be refunding the entire amount they paid for the aeration and seeding, not just half.  Refunds can take 5-7 business days to process, and we will follow up with the customer to make sure they receive it.

  Customer Answer

  Date: 08/12/2022

   
  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:08/12/2022

  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 true Green at least 9 times. They burnt my lawn, on 2 properties, and I told them I water my grass every other day. They blamed me. I spent $280.65 or more. I've asked for them to come to both locations to try to fix the problem. they refused. They refuse to give me a receipt. I never want to do business with them again. My lawn looked better when I did not have them out. They put you on a automatic plan. I told them take me off their list.

  

  Business Response

  Date: 08/19/2022

  Local management visited both properties. The manager stated on ***********************. there were no issues in the lawn other than needing to be watered.  He stated the ************. does show signs of disease related to weather conditions.  The program the customer was on did not include any disease controls.  The manager states both properties do not have any damage related to the products applied by Trugreen.  While visiting each property, the manager tried to knock on the door to see if anyone was available, and no one answered.  Multiple attempts were made to reach this customer by both the local management team and the ************** Team, but we have been unable to reach her.

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scheduled for a "basic" service from Trugreen. When the employee was finished, they put my invoice on my front door handle stating what service was just performed. (Just like every other time). This service was scheduled for around 8:30 am on 8/11/22. I called Trugreen customer service around 8:45 am to cancel my services and close my account due to financial difficulties. (I was still expecting to pay for my last service, no arguments there). I was told my cancelation was a success and sorry to see you go blah blah blah. Then, I come home from work later that day and see my yard has been aerated. (Without any notice from Trugreen. Keep in mind, my services were canceled at 8:45 am. Here we are at 5:30 pm finding my yard was aerated. No invoice on the door, no informing me of this service, nothing. Just a "new" balance of almost $800! This seems to me like a blatant "money grab". I called customer service and after being on the phone for around 20 minutes, I was told they put a "refund request" in for me. I have to request my money back for a service that I didn't authorize or approve of? Unreal! And why was there no invoice of the aerated lawn on my door? All I want is a refund for the aerated lawn, I'm ok with paying for the basic service I was scheduled for.

  

  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 email confirming the account has been cancelled/closed, confirming the aeration & overseeding application of $719.65 has been credited and there is no pending balance owed, apologizing for the inconvenience caused.
  
  
  
  
  

• Initial Complaint

  Date:08/11/2022

  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 started service a few month ago with TruGreen. The sales person called right away when I expressed interest and sold me on a huge list of things they were going to be doing to the lawn. It seemed like a great deal. I agreed to everything she listed, she described what they would be doing, aeration being one and she explained how they would come stamp little holes in the yard and I would see a bunch of new grass growing from those. I paid all at once, never saw an actual paper copy of any sort of an agreement and never received any email. Ive waited thinking it must be a process but since Ive not seen much change at all in my yard I called today and was told I do not have aeration and it would be an extra $309 if I wanted it. Not only does my yard look exactly the same as when they started, they arent going to do anything about it. It seems their sales reps and giving a long promising list over the phone but not actually including the promised services. And since we dont get any sort of agreement to sign its really in their hands to say, sorry youre out of luck. I definitely feel scammed by this company and once my prepaid yard treatments are over will NOT continue with them.

  

  Business Response

  Date: 08/15/2022

  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, corporate care contacted the customer to inform her that her account doesnt include the Aeration and Overseeding. TruGreen will complete the Aeration and Overseeding at no charge for this year only 2022. There will be an additional charge for the Aeration and Seeding moving forward after this year. 

  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. I would recommend further communication with their sales reps to make sure they are not verbally over promising services that will be performed in order to make the sale. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our last treatment for weeds on 6-9-22, destroyed our lawn. We have contacted the company numerous times. They have sent out a rep and he advised on **** that he aerated, but we do not see any improvement. We contacted Trugreen and *** called us back that he would be out to reseed the damaged area, due to too much fertilizer, this week, as it was too hot last week. We're fine with that. Well still haven't heard and our lawn is a mess. We have been with company 5 years and always pre paid for the service. when we try to contact them, were told someone will call us again!!! We requested our monies back $232.50. and needless to say that has not happened.We live in ******* ********, and the company TRU GREEN #**** is in ************, ********. Of course getting our money back doesn't correct the damage to our lawn. We would like that repaired too!!

  

  Business Response

  Date: 08/22/2022

  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 customers lawn was Aerated and Seeded at no charge and the customer states that they are satisfied.   

  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 is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/11/2022

  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 pre-purchased Trugreen service back in January 2022. Service was relatively good up until June. Starting in June it was obvious that something was going on with my service. Weeds that were supposed be killed by the last service were not killed. So the next time a technician was supposed to service my lawn, I watched to see how the service was being performed.The technician was on his phone the whole time he was servicing my yard. Half of the yard did not get any fertilizer at all.I complained to customer service and they agreed to come back out and provide free service. That is when the real problems started. They were due to come to my address on Tuesday 8/09/2022. I got a text that they had arrived at my address, but they had not. I then got a message that the service had been completed. It had not. Come to find out, the technician serviced the wrong address. They serviced my next door neighbors which don't even have Trugreen service. I asked customer service to have them come back out but they said they could not do that. Then I got a text on 8/11/2022 that a technician would be at my address. I got a text a bit later that said the technician had arrived at my address. He had not. Then I got a message saying my visit had been cancelled.I am unable to get customer service to help me. I prepaid for this service and now I am not getting what I paid for. This is fraud.

  

  Business Response

  Date: 08/15/2022

  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 customers service has been completed. The customer has also been advised to reach out to corporate care if he has any other issues or concerns. 

• Initial Complaint

  Date:08/11/2022

  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.

  Have utilized Trugreen services for years and have been very happy with them. This year, I have had nothing but issues with my lawn and bugs. Having had great results in the past, I wasn't sure what was going on. One day we were home and watched the Trugreen operator pull into our drive, sit there for about 10 minutes, and then put a flag in our yard and a receipt on our door showing what service he had completed. The issue is, he did absolutely nothing. That made me understand why my yard was so bad. Nothing was being done, yet I was charged for services. I have called Trugree three separate times over three weeks trying to get this resolved. I cant even get someone to call me back or address the issue at all. Absolutely zero response out of them. I do have the date, time, and receipt of this issue if needed.

  

  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 confirming the service manager ********************* went to visit the lawn and set expectations moving forward, confirming the amount of $140.73 has been waived from the account due to lack of results,apologizing for any inconvenience caused.
  
  

  Customer Answer

  Date: 08/18/2022

   
  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,
  
  *** Wenn