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

  100 Mid County Drive Orchard Park, NY 14127

  
• 

  TruGreen

  6855 Appling Farms Pkwy Memphis, TN 38133-4711

  
• 

  Trugreen-Chemlawn

  7665 Commercial Way Ste F Henderson, NV 89011-6630

  
• 

  TruGreen Lawn Care

  80 Walsh Ct. Saint Charles, MO 63301

  

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:03/17/2025

  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 listed my home for sale. I paid for 1 yr and made it clear, no contract or auto renews. Here we are.. they did a service an harrassing me for payment for something I explicitly said do not do.

  

  Business Response

  Date: 03/19/2025

  TruGreen spoke with *** on 3/18/25. TruGreen apologized that he received an unexpected service and invoice. It is never TruGreen's intent to render any unauthorized services. TruGreen agreed to credit the open invoice in the amount of $91.02 for the service completed on 2/22/25. The account is canceled. ********************** considers this matter resolved.

  

  Business Response

  Date: 03/20/2025

  TruGreen spoke with *** on 3/18/25. TruGreen apologized that he received an unexpected service and invoice. It is never TruGreen's intent to render any unauthorized services. TruGreen agreed to credit the open invoice in the amount of $91.02 for the service completed on 2/22/25. The account is canceled. ********************** considers this matter resolved.

• Initial Complaint

  Date:03/14/2025

  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 signed up for a lawn service plan on March 8th and prepaid for a year of service. A total amount of $713.05 was charged to our family credit card on March 9th. I scheduled the first appointment for Tuesday, March 11th. Nobody came to our house and no services were performed on March 11th. I contacted customer service and was told to wait until the end of the day. After nobody showed up by the end of the day, I submitted a cancellation request for the service plan online and called customer service to confirm cancellation of our service plan and the full refund of the prepaid amount. A representative confirmed over the phone that our service plan was cancelled but I received no email confirmation. I contacted customer service again today, March 14th, to request the confirmation of service plan cancellation and refund, and was told again that our service plan was cancelled on the 11th. I was also told I would receive confirmation within ***** hours. The representative was unable to send the confirmation and said that a ******** and retention representative would call me today and send confirmation of the cancellation and refund. I have not received a phone call or confirmation. At this time, I have no confirmation anywhere in the account or by email of plan cancellation and refund.

  

  Business Response

  Date: 03/19/2025

  TruGreen called and left a voicemail for Ms. ******* on 3/17/25 and 3/18/25 with no response. TruGreen also sent Ms. ******* an email on 3/18/25 apologizing that no service was rendered on 3/11/25 as expected also confirming that the account was canceled effective 3/17/25. Our records reflect on 3/8/25 Ms. ******* visited our website/APP and scheduled the initial service for 3/11/25. On 3/11/25 Ms. ******* visited our website/APP again and canceled the scheduled service as well as the service agreement before the end of our workday as to why we did not show up. Ms. ******* called on 3/14/25 to request a full refund. TruGreen processed the full refund on 3/17/25 in the amount of $713.05 back to the original method of payment. TruGreen also sent Ms. ******* an email on 3/17/25 letting her know that the funds will process into her account within 3-5 business days. TruGreen considers this matter resolved.             

  

  Business Response

  Date: 03/19/2025

  TruGreen called left a voicemail for Ms. ******* on 3/17/25 and 3/18/25 with no response. TruGreen also sent Ms. ******* an email on 3/18/25 apologizing that no service was rendered on 3/11/25 as expected also confirming that the account was cancelled effective 3/17/25. Our records reflect on 3/8/25 Ms. ******* visited our website/APP and scheduled the initial service for 3/11/25. On 3/11/25 Ms. ******* visited our website/APP again and cancelled the scheduled service as well as the service agreement before the end of our workday as to why we did not show up. Ms. ******* called on 3/14/25 to request a full refund. TruGreen processed the full refund in the amount of $713.05 back to the original method of payment. TruGreen also sent Ms. ******* an email on 3/17/25 letting her know that the funds will process into her account within 3-5 business days. TruGreen considers this matter resolved. 

  

  Business Response

  Date: 03/20/2025

  TruGreen called and left a voicemail for Ms. ******* on 3/17/25 and 3/18/25 with no response. TruGreen also sent Ms. ******* an email on 3/18/25 apologizing that no service was rendered on 3/11/25 as expected also confirming that the account was canceled effective 3/17/25. Our records reflect on 3/8/25 Ms. ******* visited our website/APP and scheduled the initial service for 3/11/25. On 3/11/25 Ms. ******* visited our website/APP again and canceled the scheduled service as well as the service agreement before the end of our workday as to why we did not show up. Ms. ******* called on 3/14/25 to request a full refund. TruGreen processed the full refund on 3/17/25 in the amount of $713.05 back to the original method of payment. TruGreen also sent Ms. ******* an email on 3/17/25 letting her know that the funds will process into her account within 3-5 business days. TruGreen considers this matter resolved.   

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I confirm that we received a refund. Just to clarify - customer service did not inform me on the day of scheduled service on how long we needed to wait exactly, or confirmed that the service will be indeed performed, representative said lets give them a couple hours, which we did. We would like no further communication from the business. 

  
  Sincerely,
  
  ******** *******

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

  Sterling, VA 20164

  
  

• Initial Complaint

  Date:03/12/2025

  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 request to speak with a supervisor.. the representative declined my request.. hung the phone up on me and never cancelled service that was verbally cancelled last year. I called back a second time and spoke to ***** and his supervisor Ms ***** refused to get on the phone because she needed an explanation as to why I wanted to cancel the service.. who spends 45 plus minutes on the phone to cancel a service?

  

  Business Response

  Date: 03/17/2025

  TruGreen has attempted to reach Ms. ******* via phone and email. TruGreen apologizes to Ms. ******* for the issues she experienced while trying to cancel her service. TruGreen has sent confirmation of her cancellation via email. TruGreen has also escalated the concerns with Ms. ********* interactions with customer service, and these issues are being addressed internally accordingly. Thank you. 

• Initial Complaint

  Date:03/11/2025

  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.

  Been contacted multiple times by TruGreen and told each time to stop calling. They continue to call and call from various numbers that are not identified as 'TruGreen'. I have asked multiple times to stop calling and they noted I am 'still listed as a current customer'.I got a call today from ************ from ***** and when asked for a supervisor, escalation, or legal contact they only gave me the corporate number. I called the corporate number and they gave me a bogus number to complain *************). Tired of the calls and deceptive methods to avoid caller ID.

  

  Business Response

  Date: 03/14/2025

  TruGreen apologize's for Mr. ********* experience with TruGreen and the calls he has received. TruGreen has cancelled his account effective immediately and added him to our do not call list. Mr. ******* has been advised that it can take up to 30 days for his information to be fully filtered out of any pre-generated material and all calls to stop. Thank you. 

• Initial Complaint

  Date:03/10/2025

  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 double charged our services from two separate employees. And the keep sending us emails to charge us the third time. We call TruGreen customer service team and no one answers.

  

  Business Response

  Date: 03/14/2025

  TruGreen sent *** **** an email on 3/10/25 acknowledging his concerns submitted to BBB because we were not able to leave a voicemail. TruGreen spoke with *** **** on 3/11/25. *** **** alleges that the service was not completed 3/10/25. TruGreen has proactively entered a reservice for 3/24/25. Our local service center manager has been trying to connect with *** ***** to address this service matter as well. *** **** also claims that TruGreen double charged his prepayment. Our records reflect TruGreen received $436.95 on 3/6/25 as quoted for the prepayment. *** also alleges that TruGreen sent him a prepayment offer for $410.00 and $436.95. TruGreen has agreed to honor the $410.00 upon proof. TruGreen has called numerous times as well as sent emails requesting proof of the double charge and two different prepayment offers with no response. TruGreen considers this matter resolved.  

• Initial Complaint

  Date:03/07/2025

  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 contacted TruGreen for lawn care prices and what they offer on Feb. 27th. I then told them that I was not interested in their services. I have since been called nonstop from different cell phone numbers and their representatives' landlines. I have told the last 3 to stop calling and I am not interested. The last one I spoke to from ************, I advised that I was going to do a BBB complaint about harassment. He then proceeded to tell me more about how he could get me a lower price to which I responded again that I was not interested and said goodbye. I am tired of them calling my cell phone over and over again. My next step is to file harassment action against them if this proceeds.

  

  Business Response

  Date: 03/10/2025

  TruGreen called and left a voicemail and sent Mr. ***** an email acknowledging his concerns. We also apologized for his customer service experience and thanked him for his feedback. It is never our intent to overwhelm or inconvenience anyone with emails/calls. TruGreen has escalated this matter over to the local service center management sales team to ensure that we stop calling immediately. We also added all contact information in our internal Do Not Contact portal along with canceling all sales inquiries. TruGreen did set the expectation that it could take up to 30 days for all communications to stop. TruGreen considers this matter resolved.  

• Initial Complaint

  Date:03/07/2025

  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 purchased a 10 visit package last year from a local sales **** I was not informed that there was an auto-renewal on this package. I had no intention of purchasing this year because I am having an irrigation system and sod installed. Trugreen always sent a text message letting me know that they were on their way to treat my lawn for the 10 visits last year. This year, they showed up on 3/1/2025 to treat my lawn, even though I did not purchase service for this year, and I was not called or texted about the visit prior, but after they had treated my lawn. I immediately called my local sales *** when I saw they had treated my lawn and he informed me that he had been let go and to call his ex-manager. I called the manager, who referred me to TruGreen customer support. I called them and told them I had not purchased service for this year and that I did not want service because I was planning on the sod and irrigation installation. Now, I can't plant grass seed while I wait for the installation because there is pre-emergent on my grass. They informed me that they were cancelling the service and gave me case number ********. I received a bill in my email 2 days later and a text message 2 days after that saying that TruGreen was scheduled to service my lawn again on 3/6/2025. I immediately called support when I received the message and told them I had cancelled my service, and I referred them to the case number from my previous call. I also told them I should not be billed for the service on 3/1/2025 because I had not purchased service for this year and I was not informed of the scheduled visit. Also, I was not informed of my sales *** being let go. She said she would escalate the case and make sure that TruGreen would not perform any further service. On 3/6/2025, ****** H from TruGreen showed up to treat my lawn, even after my two calls to support. I was home, so I informed him that I had cancelled my service and told him to not to treat my lawn.

  

  Business Response

  Date: 03/10/2025

  TruGreen called and spoke with Mr. ********* 3/10/25. TruGreen apologized to Mr. ********* if he received a service that he was not expecting. It is never our intent to provide unauthorized services to a customer. The service will continue from year to year unless the customer notifies us that they wish to stop the services. Out of good faith, TruGreen credited the $88.24 for the service that was completed on 3/1/25. The account is canceled as requested. TruGreen considers that matter resolved.

• Initial Complaint

  Date:03/06/2025

  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.

  Called True Green requesting a quote for services. When I declined to accept the quote I was told I would receive mult calls for different representatives of True Green. I flatly told the company man, **** in ******* to delete all of my info, not start a file, and not to contact me. He refused and I have had four calls in one day from True Green

  

  Business Response

  Date: 03/10/2025

  TruGreen has attempted to reach Mr. ******** via phone and email 3/6/25, 3/7/25 and 3/10/25. TruGreen records indicate that Mr. ********** information was entered in the system online from a sales inquiry he made on 3/1/25. TruGreen has cancelled the sales inquiry, added Mr. ******** to the do not contact list, and TruGreen has notified the local sales team to remove Mr. ******** from any lists they have. However, it can take up to 30 days for all calls to stop, as TruGreen has several remote sales centers. TruGreen was unable to locate the associate Mr. ******** referenced to look into his concerns with that interaction further. Mr. ******** has been advised he can provide the associate's number at his convenience, so we may investigate and address the concern internally. 

  Customer Answer

  Date: 03/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **** ********

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

  Coeur D Alene, ID *****

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  In April 2023 I prepaid for a year of lawn service for the specific purpose of getting rid of crabgrass and dallisgrass in my lawn. In April 2024 the weeds were still there and I asked not to renew the service. An agent phoned me and assured me that after another year of service the weeds would be gone and so I decided to renew and prepaid for another year. I recently discovered that my credit card was charged $95.88 on Feb 25 2025 and I called to find out why. I was told that my prepayment in April 2024 was only for that calendar year and that the recent charge was for a service this calendar year. This was contrary to what I had been told in @April 2024. Furthermore no one had contacted me about renewing the service this year. I do not want the service because the weeds are still there. I asked for a refund of the $95.88 charge and cancelled the service. I was told that the charge could not be refunded. This is wrong!

  

  Business Response

  Date: 03/06/2025

  TruGreen spoke with Mr. ******* today, 3/6/25, and apologized for any miscommunication or confusion that occurred surrounding the coverage of his prepayment and automatic renewal of services. It is never TruGreen's intention to receive an unexpected charge. TruGreen has agreed to refund the $95.88 charge to resolve this matter with Mr. ******** TruGreen also confirmed that his account was cancelled as requested. 

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  **** *******

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

  ******, ** 37167

  
  

• Initial Complaint

  Date:03/04/2025

  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.

  This company stated that they did not service our neighborhood despite the fact that our neighbor has had services for three years. We have been asking them to provide us with service for months. Upon actually doing some investigating, the company found out that they were, in fact, servicing our neighbors. They then reviewed the neighbors pricing and decided that they were undercharging and cancelled OUR NEIGHBORS account while refusing to service us.

  

  Business Response

  Date: 03/12/2025

  TruGreen discovered that the zip code was not in our data base. Our local service center has since fixed this error. Our sales manager will be reaching out to Ms. ****** apologizing about her experience and to provide her the cost of our services and discuss her options. TruGreen called and left a voicemail for Ms. ****** today to confirm whether she is still interested in partnering with us for her lawn care needs. TruGreen considers this matter resolved.