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

  
• 

  Scotts LawnService Philly-Runnemede (HUB)

  165 E 9th Ave Ste E Runnemede, NJ 08078

• 

  TruGreen (Corporate Owned)

  5003 Industrial Rd Wall Township, NJ 07727

  
• 

  TruGreen

  110 Industrial Dr. Lexington, OH 44904

• 

  TruGreen Lawncare

  2 - 984 Farewell St Oshawa, ON L1H 6N6

  

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:08/11/2022

  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.

  We signed up for the full service spring 2021. They sent someone out to do some fertilizing, and said they'd follow up in a month. Fast forward 5 months later, half of our lawn is dead and no one else came after the first visit. They sent a manager out who told us it was their fault that it had died and promised that someone would be in contact to replace the grass. He said I would hear from them in the spring.FFwd to spring. Trugreen calls to see if I want to sign up again for service. I told them no, and explained what I was told by the manager. The person on the phone confirmed and said I would hear from them by the end of March. March passes by with no word so I call them back up. They send another manager out who then sends a team to seed over the dead space. Nothing grows because they seeded over the dead grass without scraping it off. I call again and they send someone out, who just fertilizes it and says it'll be fine. We get frustrated and replace the grass ourselves. Then, the jerks have the audacity to show up randomly, without telling us, do a "service" and charge my credit card that is on file.I called and complained that even with said service, there are now a ton of weeds growing in my yard that weren't there before.They send someone out, they do the front yard only. I call, they send someone to do the back yard who TEARS DOWN my dog fence and doesn't put it back! So here I am, 2 hours of searching and finally finding my dogs who nearly got hit by cars, and fortunately bringing them home safely.

  

  Business Response

  Date: 10/04/2022

  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 *************************** met with the customer on the lawn and set expectations moving forward, confirming a free aeration & overseeding was completed, confirming a free reservice for weed control has been completed, confirming special notes has been added for the technicians to spray in the inactive garden, confirming a refund of $51.52 has been processed and will be refunded to the credit card on file within 3-7 business days
  
  
  

• Initial Complaint

  Date:08/10/2022

  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.

  TruGreen has killed my yard. They have destroyed my yard. I prepaid them for the year. Before August 4 no one had came out to my house to complete a service since May. I have patches that are growing weeds, I have ***** spots where to much nitrogen I guess was put down. My grass in the back yard has began to separate and it's spotty. I paid for a service where I would have a healthy green lawn. I'be been trying to express to TruGreen that they have not properly taken my entire backyard into consideration. I'm very disappointed because I also paid TruGreen to spray my bushes and those are also dying. This is unacceptable, this is not quality service. It's way more damage than that one spot I just wanted to show you all something.

  

  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 active account, corporate customer care contacted the customer directly confirming the customer was met on the lawn with our horticultural specialist *********************** to discuss landscaping and setting the expectations for future applications, confirming the customer talked to the service manager *********************** educating on summer conditions and stress, offering the customer fall seeding in the areas of the lawn that has suffered the most at no cost, scheduling a free reservice to treat for any existing weeds in the lawn on 08/25/2022, apologizing for the scheduling issues, lack of results and any 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. The business is not yet completed the actions that are necessary to repairing my yard, however corporate has assured me the actions will be taken. If not I will file another complaint.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17697391
  
  

  Consumers Original Complaint:
  I WANT TO FILE A COMPLAINT AGAINST TRUGREEN. I PAID THEM FOR A FULL YEAR TO TAKE CARE OF MY **** AND MY **** IS NOW DEAD BECAUSE THEY DID NOT DO THE SERVICE THEY WERE PAID TO DO. I'M SUBMITTING PICTURES OF MY **** CURRENTLY! AS OF 9/12/2022. I WANT THEM TO REFUND MY MONEY! I PAID FOR THE SERVICE THE **** IS STILL DYING AND I WANT MY MONEY BACK AND I WANT TRUGREEN TO REPAIR MY ****. MY ENTIRE FRONT YARD AND THE SIDE OF MY HOUSE AND PARTIAL OF THE BACKYARD IS NOW DEAD, BECAUSE NOT ONLY DID TRUGREEN NOT COME OUT WHEN THEY WERE SUPPOSED TO AS THEY SHOULD HAVE BUT AS OF NOW THEY HAVE JUST MESSED MY ENTIRE YARD UP. MY GRASS IS STILL DYING

  Consumers Desired Resolution:
  Refund; Finish the job

  

  Business Response

  Date: 10/05/2022

  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 *********************** has been in contact with the customer, confirming the free aeration & overseeding was completed on 09/23/22, confirming the builder will not replace the sod that died due to sod dieback, confirming the customer will have to increase watering for the seeding, confirming fertilizer will be applied to the lawn next week, confirming the service manager *********************** will keep in touch with the customer to review the results of the lawn, setting expectations for the lawn, apologizing for any inconvenience caused.
  
  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 17697391
  
  I am rejecting this response because: TruGreen needs to accept responsibility. ****** did not CARE about my lawn. ****** is trying to blame everything and everyone except for TruGreen. ****** asked me to ask my builder because they are still building in the area for new sod because TruGreen missed 3 whole entire months of service. ****** is lazy and his team is unacceptable. I am NOT happy I will not be happy. I have before pictures of my lawn. My lawn was good in January and February. TruGreen did not do the job I paid them for and because of their lack of prevention care my lawn has died. They also cheated me out of my money when it comes to spraying and caring for my bushes. I had a vendor come and look at my bushes to spray them because I have ant holes, spiders, you name it. TruGreen are THIEVES! ****** is lazy and my yard they could care less about repairing their concern is their name. They guarantee their services and they have failed me. I DO NOT ACCEPT THEIR FAILURE TO DO THE *** THEY WERE PAID TO DO! IF THE BBB DOES NOT GO BACK AND FORTH PLEASE NOTE I DO NOT ACCEPT TRUGREEN EXPLANATION! MY YARD DIED BECAUSE OF THEIR LACK OF CARE! TRUGREEN STOLE MY MONEY AND NOW IS BLAMING THEIR FAILURE TO PROVIDE ADEQUATEB SERVICES ON ME! 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/26/2022

  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 by confirming the general manager ******************************* contacted the customer by phone, educating the customer on the soil challenges with new builds and the hardship that will have on cool season grass in the summertime, educating the customer on why aeration &overseeding is recommended, confirming a free aeration & overseeding was completed on 09/23/2022, confirming the customer stated their lawn is recovering and there is some new growth from the seed applied, confirming the customer wanted to cancel after the end of the season, explaining the last application of the year will be weather dependent and will be either a potassium or *************** weed control application, confirming the customer was satisfied with the conversation, confirming the customer has the general managers direct phone number if anything else is needed,
  

  Customer Answer

  Date: 10/29/2022

   
  Complaint: 17697391
  
  I am rejecting this response because: I am not nor will I accept responsibility for TruGreen not providing the service they guarantee. That is a false advertisement. I've asked TruGreen to close my. account. I do think that TruGreen should not be able to lie to consumers guaranteeing a service they cannot actually guarantee. I understand if the BBB does not move any further with this. I don't want to go any further with this. I learned my ****** and I will never refer nor use TruGreen Services again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2022

  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 8/2/22 at 12:50pm, a TruGreen lawn care employee fertilized my yard at *******************************************************************. Problem is, I do not use TruGreen anymore and had my yard fertilized approx a week earlier. Obviously they completed service at the wrong address. I called TruGreen to report this and was on hold for over 15 minutes. They said they would call me back. No one ever called as of today. I just want to know what my yard was fertilized with, as the double fertilization has caused some burning. I have home surveillance video of the employee fertilizing my yard. TruGreen should provide me with a printout via email of what was done so I can notify my correct lawn care company and if there is any continued damage, TruGreen should also repair those issues. Thank you!

  

  Business Response

  Date: 08/12/2022

  A member of our local management team met with **************** on the property yesterday afternoon.  An insecticide was applied, not fertilizer or weed control.  They discussed what to expect and the service manager apologized for the inconvenience.  The local office is investigating why this happened, and will take steps to ensure it does not happen again.

  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:08/09/2022

  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.

  TruGreen said they serviced my lawn 7/28/22 and I was charged for the work. I work from home with my office window facing out at the front of my house, so I see when TruGreen comes. They never came and serviced my lawn on 7/28/22. Furthermore, I have home security cameras that show they never came my house. A truck never pulled up, a door hangar was not left, lawn stakes were not left, and there was no evidence of fertilizer or chemicals.I called to complain the next day. The customer representative said he would schedule a free re-service on 8/4/22. Nobody came that day either. I called the next day on 8/5/22 and another representative told me I was not scheduled, but she would schedule me for 8/9/22. I requested all services to be terminated and a refund be credited back to my credit card for services that were not performed and future services not yet performed since I prepaid for the year. I have a confirmation email from the representative saying all services have been cancelled on 8/5/22. On 8/8/22, a TruGreen truck with 2 employees comes to the front of my house to attempt treating my lawn, and I had to demand they leave my property. I called TruGreen again and the customer service representative confirmed my account was cancelled and those employees were not supposed to be at my property. They also said my refund is being processed, but they stated the wrong refund amount. Now, a branch manager is supposed to contact me about the refund amount which hasn't happened.On 8/9/22, a corporate TruGreen representative confirmed my cancellation but still offered to have a TruGreen representative come to my house. I refused and then had to threaten filing a police report for trespassing and property damage if any TruGreen employee comes to my home without my written consent. The corporate representative refused to provide contact information so I could follow up with an email summarizing our phone discussion, so I emailed the previous customer representative.

  

  Business Response

  Date: 08/10/2022

  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 cancelled and a refund has been entered and it should be available in 3 -5 business days. 

  Customer Answer

  Date: 08/10/2022

   
  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:08/09/2022

  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.

  In 2021 we had issues with Truegreen billing which was always resolved through calls to their billing office. **** care was great. We decided to return for a second year when the salesman convinced us to prepay for a year. While 2022 did not have billing issues, mid-season they damaged our lawn. There were several huge patches of dead grass. That happened with their early June ******** The day after [6/3/22], I made the first of 4 calls to Truegreen. They were sympathetic and said they would have a supervisor contact me to look at the lawn and let me know what could be done. I told them in my last conversation that if I did not hear from someone I would post on ******** and on Nextdoor. I never heard from them so I posted pictures and a rant on ******** and also posted on Nextdoor on June 9. Nextdoor generated many Rochester replies of poor service by them. The next time I heard from Truegreen was a sales call where they wanted me to buy tree protection. The person said they would note my complaint and hung up on me.lastly a service tech came 8/2/22 to do lawn care. I told him about the damage and that I wanted him to do whatever to fix the problem or I would file with you and then with the ** AG office. I am filing because it does not appear they have done anything but let time repair the lawn.

  

  Business Response

  Date: 08/12/2022

  A member of our local management team visited the customer's property today and discussed the concerns he had.  We have agreed to refund the customer for the services he has already received this year.  We advised him it can take 5-7 business days for the refund to process.  A member of the ************** Team will follow up with the customer to make sure they receive the refund and to make sure the lawn continues to improve.

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising 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.

  They sent me to a collections agency. I never okayed the work they did on my lawn. They just came and did the work. This is the third time they have done this. I have never signed a contract with them. They are sending $65,95 to collections. I told them verbally and wrote it on my bill that I didn&#**;t want them doing any more work for me unless they contact me in advance and get permission.

  

  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 inactive account, the customers account has been credited.  

• Initial Complaint

  Date:08/09/2022

  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.

  Started Service with TruGreen 12/9/2021 to complete fertilizer service for my front and back lawn. The front yard looked good but my back lawn needed some work due to weeds. TruGreen performed service on the front but neglected the back lawn. Ive noticed on ring cameras they sometimes only go in the backyard long enough to put the signs up. Ive called numerous times but cannot reach anyone to cancel service or complain. When I finally got ahold of an agent (trugreen called me for an up sale) they sent someone out to re apply and he knocked my patio umbrella into my pool and scratched my pool surface trying to remove it rather than getting an adult to resolve the issue.

  

  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, the service manager *********************** met the customer on the property taking pictures of the damage, confirming the pool company will come out on 08/22/2022 for pool repair, refund has been processed for $123.38 to the credit card on file for issues with the lawn within 3-7 business days,apologizing for any inconvenience caused.
  
  

  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:08/08/2022

  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.

  For the last 3 months, I called and complained about them not servicing my yard. They are supposed to weed and feed the yard. I have cameras. My wife sat here one day and saw them put the sign in our yard and left right away. We complained about it and they said they would address it. Come to find out, my neighbor has been getting my services along with his other services and I have gotten nothing. I requested a refund from them and not to come back. I have been treated badly.

  

  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 on 08/10/22 leaving a voicemail message at approximately 12:****-CST, leaving a voicemail message on 08/11/22 at approximately 9:16am-CST, leaving a voicemail message on 08/15/22 at approximately 8:30am-CST, and leaving a voicemail message on 08/16/22 at approximately 9am-CST, each time leaving emails without reply, if we can be of assistance,please respond to the emails sent or contact ************.
  

• Initial Complaint

  Date:08/08/2022

  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.

  TruGreen sent **** stating they treated my yard on 4/2/2022. There was a sign left in my neighbor's yard I recall around that date but not mine. They never came out last Fall for winterized or any treatments. I had cancelled the service by November 2021. I received past due **** for $46.75 on 6/27/2022. I called TruGreen on 7/1/2022 and talked to ****. He apologized for the error and documented from me that the yard had weeds and clover, never greened up and he proceeded to credit the $46.75 and cancel AGAIN the account ~ cust #**********. I now received collection letter from *********** ** company, *********, *** for $46.75 and TruGreen as the client. Telling me to write a letter, Etc. Um nooooo....this needs to be taken care of by TruGreen as it is THEIR mistake not documenting the call from 7/1/2022. Please get this **** corrected to ZERO as their was no service done in the first place. I am not writing cc olle tion company or calling my attorney for YOUR $46.75 mistake! Kudos, ************************* of *****, ********.

  

  Business Response

  Date: 08/12/2022

  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 customers inactive account, the account has been credited and the charge has been removed. 

• Initial Complaint

  Date:08/08/2022

  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 canceled my lawn care 3 months ago because their lawn care just wasn't killing the weeds in my yard. I hired another lawn company , but last week trugreen left a sign in my yard so I'm thinking it was for mosquitoes but as looked at my banking account trugreen charged me for lawn care. i want my money returned to my account. common sense lets anyone know I wouldn't have two companies servicing 1 yard.

  

  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 active account, corporate customer care contacted the customer directly confirming the lawn service on the account has been cancelled/closed, confirming the mosquito service is still active, confirming a refund for the last lawn application has been returned to the credit card on file in the amount of $83.40, apologizing for the lack of communication and any inconvenience caused.