Business Profile

Lawn Maintenance

TruGreen

Complaints

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

Customer Complaints Summary

1,842 total complaints in the last 3 years.
472 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/08/2022
Type:Order 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.
They just treated my lawn August 1st or around that date. My lawn is now burned all over. They happened 6 months ago and never got it resolved. Finally called and canceled but no resolution on a refund.
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, TruGreen branch service manager, ********************************* met with the customer on the customers lawn. ********************** confirmed that the customers lawn s not burned. He explained what was going on with his lawn and went over proper watering practices.
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,

Ocean *******
Initial Complaint
Date:08/08/2022
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.
Truegreen is trying to charge me $63.95 for services never requested. I cancelled my services with this company more than a month before March 2022. After canceling, this company contacted me, and a supervisor tried to reinstate you with the service (I never accepted). Due to this situation, I requested several cancellations between January and February 2022. The reason of cancelling was total dissatisfaction with their services. Therefore I request this complany to remove the collection account under my name immediately.
Business Response
Date: 08/22/2022
Good Day ******************,

I gave you a call at approximately 9:56am CST to discuss your BBB Complaint.

Can you provide a better time to discuss this matter with you?

I look forward to hearing from you soon.

Have a wonderful day!

Thanks,

********************************
Corporate Customer Care

Customer Answer
Date: 08/22/2022

Complaint: 17676546

Good morning,

Thanks for contacting me. Its for my best interest to solve this problem at once. Taking into consideration that our schedules dont work. I recommend we communicate by email; emails are an efficient/transparent method of contact. If you are not willing to communicate by email, please let me know the day and time, and I will request authorization during the business hours to speak with you. I look forward to your response.
Thanks for helping me with this matter!

*****************************
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, corporate care has tried contacting the customer multiple times to explain to the customer why he received the collection letter in the amount of $63.95. The chargeback entry is because the customer disputed their 2/10 & 3/30 charges, both of which were refunded. The customer did not contact **** to drop their disputes and we were only credited back for one of the chargebacks we were issued. Therefore, the customer received a credit from the card issuing bank, as well as a credit from TruGreen. In return, TruGreen took the hit twice. The chargeback was booked against the collection to account for the **** rejection.
Customer Answer
Date: 08/26/2022

Complaint: 17676546

I am rejecting this response because:
My financial institution claimed the charges because I canceled the services, and TruGreen kept billing me after the cancelation. Therefore, there is no duplication of refund. TruGreen should honor the customer **************************** policy and cancel the services as requested.
Considering that TruGreen sent my information to a debt collector, I paid, but I insist that's not right to do TruGreen billed me several times after I requested the cancellation. Please see attached payment confirmation.

Sincerely,

*****************************
Business Response
Date: 10/06/2022

RESPONSE:

THANK YOU FOR YOUR FEEDBACK.

TRUGREEN APPRECIATES THE **** 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 ***** OF PERFORMANCE AND CUSTOMER SERVICE **********************, AND OUR CUSTOMERS, EXPECT.

IN REVIEW OF THE CUSTOMERS INACTIVE ACCOUNT, UPON FURTHER REVIEW THERE ARE NO OPEN BALANCES ON THE CUSTOMERS ACCOUNT.
Customer Answer
Date: 10/06/2022

Complaint: 17676546

I am rejecting this response there is not open balance in the account because I paid it. The company never refunded me properly. They send me to collection and I paid the balance.

Sincerely,

*****************************
Business Response
Date: 10/11/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
TRUGREEN apologizes for the concerns you have expressed, and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers, expect.
In review of the customers inactive account, corporate customer care contacted the customer directly, to explain to the customer that he was refunded on April 12, 2022, in the amount of $63.95. The customer also disputed the charge with his bank for the charge of $63.95 and was refunded another $63.95. This explains why the customers account went to the collection agency in the amount of $63.95. The customer made the payment on 8/30/2022 for this charge bringing the customers account to a zero balance.
Customer Answer
Date: 10/12/2022

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:08/08/2022
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.
First, I want to echo the last four complaints (which are very recent) I have read on the BBB site. I stopped reading because all of them are consistently related to the same issues. I attained a treatment plan in February 2022. They stated that a soil sample would be taken to ensure my lawn received the right (tailored) service. TruGreen sent two emails and left a voice mail in April stating that my soil test results had not been received. My lawn had been treated three times between February and April. I watched my video of the third treatment. The lawn was not sprayed completely by the tech and I had crabgrass growing on some of the edges of my lawn. This was in June. My lawn appeared to be in distress and/or dying from the previous treatments. Beginning July, I was home when the techs came to perform the fourth treatment and explained that I did not want any treatment until a manager came to look at my lawn. A manager and I agreed he would come out on July 28th. The manager did not come but sent a tech. I let the tech look at the emails and listen to the voicemails about the soil testing, etc. He took pics and said the soil testing should occur within a week to determine what the lawn needed. Customer Care contacted me during the first week of August inquiring if my issues had been resolved. I communicated that my issues had not been resolved. I spoke with another manager on August 3rd and explained once again all the previous. He stated that he would discuss this with the previous manager. He gave me his 'Word' that he would get back with me within about two hours. THIS WAS AUGUST 3RD BEFORE 1200. I HAVE NOT HEARD BACK AS OF THIS DATE OF AUGUST 8TH. I TOTALLY AGREE THAT TruGreen IS DISHONEST AND MISREPRESENTS THEIR SERVICES JUST AS MULITPLE COMPLAINTS HAVE STATED IN THE LAST FEW MONTHS IN THESE THREADS TO THE BBB. I made a mistake of trying to patronize TruGreen a second time...But will not a third time. My lawn is currently under distress
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 customer’s inactive account, corporate
customer care contacted the customer directly by email confirming he was
contacted by the service manager **** ****** and a lawn visit was completed, grub
damage or some form of insect caused damage to the areas of concern, confirming
some areas had drought stress, the customer wanted to cancel all services,
confirming the account has been cancelled/closed, confirming a refund in the
amount of $260.64 will be returned to the credit card on file within the next
3-7 business days, apologizing for any inconvenience caused.

Business Response
Date: 08/30/2022
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 confirming the full refund in the
amount of $260.64 has been received by mail, the customer did not agree with
the lawn analysis provided by the service manager **** ******, the customer
would not listen to an explanation and wanted to end the call, confirming by
email from the customer to cancel service and be provided a full refund.

Customer Answer
Date: 08/30/2022

Complaint: ********

I am rejecting this response because: As stated previously, the analysis had no merit and was inconclusive. BBB should mark this as unresolved so this complaint can be closed and I will not be contacted again.

Sincerely,

****** *******
Initial Complaint
Date:08/08/2022
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 signed up for a lawn fertilization/mosquito treatment program for the 2022 season. The company continues to promise to fertilize my lawn according to the plan, but never shows up. The latest exampole was last week when a service call was scheduled on Tuesday 8-2 - no show, rescheduled on Wednesday 8-3 - no show, rescheduled Friday 8-4 - no show again. I called on Friday 8-4 three times and was told the service would be performed that day. No one showed up and there was no communication. I called the help line and was assured the service would be performed today, Monday 8-8-22. No one showed or contacted me so I called again. This time I was told it would be rescheduled for Thursday **** and someone from managemet would call me. No one has called, and based on the past series of countless broken promises, I doubt anyone will show on Thursday either. I am paying for fertilization for the summer and the last time they fertilized was May 23! This is a scam.
Business Response
Date: 08/10/2022
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 for fertilizer and retreatment for mosquito was completed today 08/10/22, confirming contact was made on the lawn with the senior technician *********************** to ensure lawn expectations, confirming contact was made by phone from the service manager ***********************, apologizing for the lack of service and any inconvenience caused.
Initial Complaint
Date:08/08/2022
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 have used ************ Lawn (*********, **) for fertilization and mosquito spray for years. They are bought out recently by TruGreen. No customer information was transferred during that acquisition, and TruGreen now does not have my payment transaction, nor my schedule of products/services. It has been 7 weeks since the last application applied.- $1,000 check mailed/cashed 03/07/2022 (to **************** I have an image of the cashed check if needed - 3 service applications have been applied this season to-date - ************ committed to provide every 3 weeks mosquito spray, and 6 lawn applications (fertilization) per season - I have not received service in 7 weeks (no spray, no fert)- I called ************, which automatically transfers you to TruGreen now, and they said they need to verify and setup all my info, but have nothing on record to go by, and therefore cannot schedule me for any services as of now
Business Response
Date: 10/31/2022
The ************** Team reached out to the customer. Unfortunately, ********************** does not offer the same mosquito program he previous company offered. The customer has since canceled all service.
Initial Complaint
Date:08/07/2022
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.
A Trugreen pulled up to my house early this spring after I cancelled them last year. I went out to tell the worker I had cancelled last year. He said he was a manager that they had brought up from ********* because the Peoria Store had been run so badly. He said he was the new manager. He said give me a chance to earn your business back. I'm a reasonable person so I said ok he said I promise that I will personally be the one spraying your yard. I had told him I cancelled because I had in camera that the crew last year never even sprayed my back yard at all. He assured me the whole yard would get sprayed. He showed me on his computer where the last time they sprayed last year they only used 50% of the amout of spray it should have used and the time before that they oy used 40% of what they should have used. Obviously I was very upset but was willing to give them a chance. The first time they sprayed they sprayed 3 swipes across my entire front yard and again did not even go to the back yard. So I called and went through all this again with a manager on the phone who told me that was all a lie that the manager in Peoria was the same one they had for a couple years and he would send someone out right then to respray the ENTIRE yard wich they did. But they must be using water because my yard has more weeds and clover in it than it ever has. It looks absolutely terrible. I would like my whole yard treated correctly, and all my money back for the three applications this year because they have not been sprayed but they charged me for them. I will then be cancelling my service and depending how this turns out will also be leaving a ****** review. This has been a TERRIBLE EXPERIENCE WITH TRUGREEN!
Business Response
Date: 08/17/2022
A member of the ************** Team has been in touch with the customer. We have refunded the last 2 applications to the customer as requested. We also had someone come back out this week and retreat the customer's lawn. A member of the ************** Team will continue to follow up with the customer to make sure the lawn is continuing to improve. The customer was satisfied at this time.
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,

******* Lox
Initial Complaint
Date:08/07/2022
Type:Billing 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 callled in many times to tell them to discontinue my service. The service I received last year was so horrible I decided not to use them this year. They still come out to service my property and continue to charge me and deduct right from my credit card without authorization. I call to speak to a supervisor and they wont call me back. I want the last 2 charges refunded because they serviced me after I asked them to stop.
Business Response
Date: 08/09/2022
A member of our ************** Team has been in contact with this customer. We apologized for the experience he had with Trugreen. All of his services have been canceled, and we are in the process of issuing him a refund of the last two charges on his account.
Customer Answer
Date: 08/09/2022

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:08/07/2022
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.
Since July 11, 2022 when a service technician showed up to my home to complete weed control saying he had no weed control left on his truck I have been waiting for my areas manager to contact me. This technician also informed me that he was outy in two weeks moving on to another jobSo I then followed up with an email, again explaining the absolute horrible condition of my lawn, with weeds and crabgrass and just plain horriblenesses. I requested again to speak with a manager. Never got a response. I emailed again somewhere around July 20th. Requesting again to speak with a managerif you lost count, so far thats THREE Requests. Finally, on July 27th I received an email, ignoring my request to speak to a manager and referring me to call the 800 number to schedule an appointment! I sent yet another email as calling the 800 number is a huge waste of time, long wait times and then when you finally get through to someone who is munching on food and you can hear a loud tv in the background with dogs barking.real professional, TruGreen! After my 4th email, which stated I would be contacting the BBB at this point, I received the following response*** Hello, I cant put in a request for the manager to follow up with.********** customer care coordinator***WOWTreshawnee cant get a manager to follow up with me!In the meantime over the course of the month, they scheduled someone to come fertilize my lawnthe appointment that I have to pay for $98.39, which I do not want to pay for, since all they did was fertilize the weeds/crabgrass, you cant make this stuff up!I am now requesting for my areas manager to call this number631.833.9376 to schedule an appointment to come to my home. I want them to see what we are paying for! AbsolutelyHORRIBLE CUSTOMER SERVICE. So, I need two things. To speak with a manager, using the number listed in this complaint and no charge for fertilizing the ******************
Business Response
Date: 10/05/2022
A member of the ************** Team has been in touch with the customer. We coordinated a property visit with the local office. The local management team discussed the condition of the lawn, and informed the customer that the aeration and seeding will help the lawn recover. The aeration and seeding is currently scheduled 10/7/22 weather permitting.
Customer Answer
Date: 10/05/2022

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:08/06/2022
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.
In June 2021 I signed up for a lawn care program, consisting of 6 rounds of treatment. The pre-paid cost was $529.96, via Discover on 09Jun2021. My acct # is **********. Rounds 1&2 were supposed to be Spring, 3&4 Summer, and 5&6 Fall. First, I did not receive this scheduled service, as the treatments occurred on 17Jun2021, 10Sep2021, 29Oct2021, 09Nov2021, 06Apr2022, 10Jun2022 and 15Jul2022. I did not receive any summer treatments in 2021, unless 10Sep is counted as summer.Second, I was promised a complimentary treatment and TruGreen did not uphold that promise. On 29Oct2021, the TruGreen technician arrived at my home. It was about to rain, so I told the technician he should not perform the treatment because all of the previous technicians who treated my lawn told me it needed time to "set" before it rained; typically it should set for 24h. The technician on 29Oct performed the service anyway, and it rained hours later. I got a robocall informing me TruGreen would be arriving on 09Nov2021. I called to ask if this treatment, only 11 days after the previous one, was to make up for the treatment performed that was washed away by the rain. I spoke to ******* who informed me that this was not in fact a make-up treatment. I explained how the previous treatment was washed away by the rain, and she told me I would be granted an extra application to make up for 29Oct2021. If this promise was kept, that would have meant that the last application I received on 15Jul2022 was the make-up treatment. My intention was to renew the yearly service after this treatment, and I planned to call to speak to someone to ensure that the schedule would be adhered to this time around.However, I received a bill 16Jul2022 via email for $106.09. I called and spoke to **** 19Jul2022, and later April. She said they could not honor *******'s promise of the make-up treatment. I told her I wasn't paying the bill and cancelled my account. I should not have to pay for what was promised to me
Business Response
Date: 08/23/2022
A member of the ************** Team spoke with this customer. The open balance on the account was credited. An email was sent to the customer about service if she is interested in setting back up next year. The account is currently canceled.
Customer Answer
Date: 08/28/2022

Complaint: 17682867

I am rejecting this response because:
I have not received any communication from TruGreen in writing, as they promised. They are in error when they state that they sent me an email. I would, at the very least, like to see my zero balance in writing so that they cant claim I owe them any money in the fiture.

Sincerely,

***********************************
Business Response
Date: 10/05/2022
We here at the ************** Team apologize that the customer did not receive the email that was sent to her. Another email was sent to her today confirming the service was canceled and that she has a zero balance on the account.
Customer Answer
Date: 10/08/2022

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, although it is disappointing that ******************** did not make a substantial effort to clear this up sooner.

Sincerely,

***********************************
Initial Complaint
Date:08/06/2022
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 has chosen not to fulfill the terms of our agreement, and I demand a refund of $507.60 USD. TruGreen states they will visit property "every 4-6 weeks," yet my last application was 5/27/22. And as of 8/6/22, no one from TruGreen has returned to do any applications. I prepaid for the TruHealth Lawn Plan in the amount of $870.80 USD for a total of 7 applications. I received the 1st application on 4/12/22, the 2nd application on 5/27/22, and Grub Control on 5/27/22, which would be the 3rd application. No one from TruGreen came in June. Then my next service date was targeted for 7/25/22 - 7/27/22; however, no one came in July. So June and July came and gone and there were no applications done. I contacted TruGreen via email on 5/23/22 because the weeds were abundant and then I had to contact TruGreen again on 7/30/22; however, no one has followed up with me to let me know when they will do the remaining applications. My husband has extreme health issues, and we are senior citizens. I paid for this service because I thought I could rely on TruGreen to do the job and not cause me any more stress than what I already have. Because TruGreen has breached our agreement, I am cancelling the program and I want a refund of $507.60 for the remaining balance to the original form of payment.
Business Response
Date: 08/09/2022
A member of the ************** Team has been in touch with the customer. We apologized to her for the scheduling issues she experienced while a customer with **********************. We let her know we are in the process of refunding her the remainder of her prepay, and that it may take 5-7 business days for her to receive it.
Customer Answer
Date: 08/13/2022

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 was advised that my refund is being processed.

Sincerely,

*************************

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