Complaints

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

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• 

  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
• 

  TruGreen Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  

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:08/04/2022

  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.

  The city of Springfield started digging up our yard (again) for more fiber optic cables. I called TruGreen and told them what was going on with our yard. They told me they would put our lawn service on hold, so I could just call back when I wanted services to continue. ************ was supposed to be discontinued. I got a text on **** saying TruGreen would be there the next day for service. I called the 800 #, local number rolled to the 800 #. I left messages to not do service. I texted back and told them not to come. When I got home on ****, services had been performed (1/2 of yard was only dirt). I called on ****. Was told they saw notes where I talked to rep earlier in month, but she did nothing. Never cancelled tree service and did not put lawn service on hold. I cancelled all services with TruGreen. After 45 minutes on phone today, the BEST they can do is give me 1/2 off. I dont feel like I owe anything!! If we do a test in medical field that patient has refused, we remove the charge. I feel like I am being penalized for one of their employees not doing their job. I want to file a complaint and give them a bad review. Thank you

  

  Business Response

  Date: 08/05/2022

  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 cancelled. 

  Customer Answer

  Date: 08/07/2022

   
  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:08/04/2022

  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 had previously complained about TruGreen not completing the work they had charged me for. After doing so someone from their home office had called me and rectified the situation by offering me free applications to make up for the missed ones that were not done when they previously should have. On 8/3 they came out to service me and I was then charged on my card. This is not what we had discussed by any means. When I tried to reach out to TruGreen today they disconnected me and would not try to get me any answers whatsoever on the matter. Please advise.

  

  Business Response

  Date: 08/05/2022

  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.
  

• Initial Complaint

  Date:08/04/2022

  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 bought the Mosquito Control Service from TruGreen with the promise of the product to be applied every 21 days. To start they delay the application. First application did not solve the problem. Second application worked. Third application, the technician spent 3 minutes in front of my house and left. The product was not applied on the backyard as per as the agreement. This happened on June 23th and since them I have been trying to call the company to solve the problem which is them to come and apply the product on the backyard. Today I did the last call and told them that someone has to come today. No one showed and called me back. We are having an mosquito infestation in the backyard and TruGreen seem to not care to my complaints, so I want my money back.

  

  Business Response

  Date: 08/12/2022

  The local branch manager reached out to this customer to discuss their concerns.  He has agreed to credit the services for 2022.  He will be touching base with the customer to see if they would like to continue service with us.

• Initial Complaint

  Date:08/04/2022

  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.

  ****** G (Windsor) was performing Service (8/4/22). I saw that he didn't do the entire area next to my pool. When I approached to him asking why he didn't do the area he responded that I told him that. I NEVER TOLD HIM THAT. Instead of apologizing and do what we paid for he started arguing with me. Than he said that if his hose will ended ** in the pool it's health hazard and he said (arguing) "but if you want I'll do it". Obviously I don't want his hose in the pool, but he's trying to scare me that if he'll do it, it may happen ******* to the pool area with the hose. By the pool area he only sprayed some of the bushes and only sprayed all of them when I pointed on each one. NOT ECCEPTABLE. We (my and my wife) wanted to talk to his manager (there is no way to call managers myself, only corporate members). ****** went inside his truck, when I approached he rolled ** his window in front of my face. EXREMELY DISRESPECTFULL. Finally, he filmed us on camera and Loudly said "HAHA YOU ON ******** NOW". I want reimbursement for this service and I want that video of me and my wife was deleted at our presence and local police to be a witness.

  

  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 the customer that his service has been assigned to senior Hort specialist **** going forward. TruGreen General Manager *********************** also stated that specialist ****************** will not service the customers property again. ******* G, TruGreen specialist stated that he held his phone up, but he did not record any footage of the customer. 

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and no longer want to proceed with this complaint. 
  
  Sincerely,
  
  ***** Syromyatnyk

• Initial Complaint

  Date:08/04/2022

  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.

  Not receiving services I paid for and with the guidelines I set out with the owner that sold me the package, due to some restrictions on my property. I paid approx $500 for monthly weed and treatment services. That was 4 months ago. The guidelines I set out, which were I needed a days advanced notice to be sure to have my pitbull in the home/somebody home and security gates unlocked for rear yard access, were met with a positive reaction and assurance from the man claiming to be the owner of the company, that absolutely they could do that. He said it with confidence and I felt that this would work for me as a busy professional woman. So I signed up for one season of service. A month later I got a text that I would be serviced with plenty of notice, and I was home to meet the representatives. A truck and two men appeared on time and all went according to plan. Over a month later another text came and one man showed up. He made a short spray/treatment and was getting ready to leave. I said hey, wait a minute, that was fast, what did you treat with. He replied that it was for weeds. I said what about the Revive treatment I paid for? He explained he was new and working alone and didn't have that on his truck, that another truck would be by. Never happened. Over a month later I get a text that there was a service coming in less than an hour. I had a special needs birthday party in progress and men couldn't be spraying unsafe chemicals around these children. I replied NO NOT TODAY. I have never heard from them again. So I have had one and a half services in four months, when I should have had 4. I have had to purchase my own weed killer and and lawn fertilizer and apply it myself. I am doing all of this with a traumatic brain injury and a recent diagnosis of colon cancer. Enough. I am not getting the services I paid in advance for, my lawn looks like h*** in the back and I start treatment soon and need to hire a competent company. I want a full refund.

  

  Business Response

  Date: 09/01/2022

  A member of the ************** Team has tried to reach this customer multiple times without response. 

• Initial Complaint

  Date:08/03/2022

  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've had TruGreen lawn service for the last two years. Starting in March of this year I started noticing weeds and tunnels in my yard that I hadn't seen before I called and asked if they could come out and get rid of them for me they came out and applied chemicals to my yard that created large brown spots in my yard literally killing my grass in the front and the back. I have tried to get this problem since early March with no success. I have tried on numerous occasions to get a hold of a manager 5 times in past few months and have been given the run around "we'll take care of it" and still nothing has happened. They sent a technician out on 7/18/22 to look at my yard to see what the problem was and was told he would forward his findings to his manager. the manager called me on 7/25/22 and informed me that she would have the technician's supervisor call me within 24 hours to discuss how we could fix this problem. On 8/1/22 I called TruGreen and informed them that I had still not been contacted by anyone about my problem. I was told again that i would be contacted by a technician supervisor. I still haven't heard anything from them, and my yard still has big brown spots and all kind of weeds. They advertise that YOUR SATISFACTION IS GUARANTEED. Yet after two years of service with this company my yard looks worse now than when they first started. I have the pictures to prove it before and now. I would like to get this problem fixed as soon as possible, but all I seem to get from them lip service.

  

  Business Response

  Date: 10/05/2022

  A member of the ************** Team has been working with the customer as well as the local office to coordinate having the lawn re-sodded.  We have confirmed it was completed.  We are also working with the customer to cover their increase in the water bill.  The customer is currently satisfied.

  Customer Answer

  Date: 10/06/2022

   
  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:08/03/2022

  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.

  Transactions: 8/25/2021- Lawn Health and pest control & 5/23/22- mosquito control. Total cost= $1,704.64 I am filing this complaint against TruGreen to get back the funds we are owed due to ongoing issues I am having with TruGreen services and the lack of actual treatment to our lawn. This issue has occurred since last year when we first started our TruGreen package (8/25/21). I have called them various times and kept being reassured that the service issues would be resolved. It wasnt. The techs are not treating our whole yard & instead only a small portion of it, are not showing up to our house and instead treating our neighbors yard or just not coming at all. The one visit our outdoor decoration and light was knocked over and snapped and the techs neglected to say a word and just left it there for us to find. Our account says we have received 5 services of a particular treatment and I would say we are lucky to have received 1 full service when you combine them and the techs actually doing the entire yard that we are paying for. I have called the customer service multiple times to try to get this rectified and it never seems to be resolved. As of 7/12, I was told we would be receiving a credit of $700+ dollars due to the issues. I only received a small portion of that $700+ credit ($110). Since 7/12, I have called and emailed the customer service number to get the rest of our credit but no response from their end. They have completely cut communications with me. They also went ahead and canceled all of my services (pest and mosquito) with out my knowledge since we only requested lawn being canceled and still havent provided credit for the outstanding services that I will now not be getting the rest of the year since they canceled. TruGreen says they pride themselves on customer **************************** and have a Satisfaction ******************* Lawn Guarantee, both of which they have failed miserably on. Our lawn is showing the reproductions of their lack of servic

  

  Business Response

  Date: 08/08/2022

  A member of the ************** Team was able to reach this customer today.  After filing the complaint with the BBB, she was able to speak to someone in customer service who was able to start the process to get her money refunded.  We let her know it can take 5-7 business days for the refund to process.  A member of the ************* Team will be following up with the customer to make sure they receive their refund.

• Initial Complaint

  Date:08/03/2022

  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.

  I have tried repeatedly to cancel my service due to selling my house. They continue to have people come to the property and try and treat the lawn. I spoke to to customer service and they were going to cancel it. Two days later a service technician showed up. He said he would cancel it due to selling the property. Now Im getting emails from them wanting to continue service. I want my money back. They have only completed 2 services and I prepaid them for the summer.

  

  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 inactive account, corporate customer care contacted the customer directly on 08/04/22 at approximately 11:20-CST leaving a voicemail, on 08/08/22 at approximately 11:57am-CST, on 08/09/22 at approximately 11:19am-CST, and again on 08/10/22 at approximately 10:09am-CST each time leaving a voicemail message and emails without reply, confirming the account has been cancelled/closed, if further assistance is needed, please contact ************ or respond to the emails sent.
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  On January 1, 2022 I renewed my annual contract for lawn fertilization treatment for the entire year of 2022. I paid $581.67. I was able to determine that when I received notification of a completed service, no service was being completed. I have security cameras and nobody was showing up for the service. I had to try to reschedule time and time again. Each time they said the service was completed when no service was completed. I'm not sure that any of my service was completed at all in 2022. I cancelled my service and asked for a full refund. Today I see a credit to my credit card account in the amount of $323.15 which is only 55% of what I paid. I was dealing with ***************************** who can confirm that no technician was ever showing up to complete my service. here are the records - TruGreen I have security cameras and I can see if/when anyone is in my front yard.NO-SHOWS DateSpecialist 5-24Michael ****** said he showed up for treatment He did not show up NO TREATMENT - Reservice on 5-27*5-27Michael ****** said he showed up for treatment He did not show up NO TREATMENT Reservice on 6-7 6-7Shawn ******** showed up and treated for fertilizer 7-8Jonathan **** said he showed up for treatment He did not show up NO TREATMENT Reservice on **** ****MarkAnthony ******* said he showed up for treatment He did not show up NO TREATMENT waiting on a call back from J ********************* Ticket says put down black *******?? What does that mean?PROBLEMS DateSpecialistProblem ****David LottLawn was full of weeds and ******************* Service Ticket showed he did not apply Weed Killer. ******************* returned on **** to apply weed treatment 2-8Terrence WrightUnsure if the treatment was completed I am unsure if TruGreen actually showed up for appointments on 2-8 and **** I didnt notice that they were not doing the treatments they said they completed until 5-24.I would like a refund of the additional $258.52.

  

  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 inactive account, corporate customer care contacted the customer directly confirming the account has been cancelled/closed, a refund in the amount of $258.52 has been processed and will be refunded to the credit card on file within the next 3-7 business days,apologizing for the lack of results and inconvenience caused.
  
  

• Initial Complaint

  Date:08/02/2022

  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.

  for the past year and the year before that Trugreen has been charging me to treat my front and back lawn and not entering the backyard for any treatments after many attempts to get my money back for a job that was not done I get the runaround and its been two years I have told them to no longer charge my account but they still do

  

  Business Response

  Date: 08/09/2022

  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 a refund will be processed in the amount of $250.78 for incomplete applications from 2021 &2022, the refund will be processed and refunded within the next 3-7 business days, an additional $367 has been credited to the account, apologizing for any inconvenience caused.