Complaints

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

close

Find a Location

TruGreen has 271 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  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

  40 Ridgeland Rd Rochester, NY 14623

  

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:07/29/2022

  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 started Trugreen April 2022 and they have yet to complete a task. Multiple mosquito and weed applications and not one has been completed. I have called and complained multiple times and they say they will be back for another application for free and every time they come out; they don't complete it. Not even 50%. They have yet to do the back yard. We moved into the house late Dec 2021 without weeds and wanted to keep it that way, so we hired Trugreen. Now we have allot of weeds and I mean allot. They came out today 07/29/2022 and never stepped foot in the back yard again. I called to complain and requested a supervisor call me back, no call back. I then called them back and requested number to Trugreen that should be doing our lawn, the number had been disconnected. What they don't realize is that we have cameras in the front and back yard.

  

  Business Response

  Date: 08/04/2022

  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 total refund of $302.13 will be refunded back to the credit card on file within 3-7 business days, confirming the customer was met on his property with the service manager *************************** to evaluate and walk the lawn for areas of concern, apologizing to the customer for lack of results and miscommunication.
  
  
  
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using TruGreen ************ for 10 years on and off since I moved 3 times due to work.I had them Aerate and seed my yard last fall in a new home I purchased. I paid for normal Treatments this year. I have had good service with them. On 7/27/22 a TruGreen vehicle showed up at my home and Driver explained that he was here to Aerate and seed the lawn. I told him I did not need or request this Service. He informed me it was free since I had yearly service. I received a charge on my credit card the next day for $330.50. I called TruGreen 3 times and the local office that does not answer there phone.They all told me the local office has to correct billing? I put an dispute on my credit card charge until Someone at Trugeen corrects.. I am just amazed that TruGreen would just do service that I did not request and then Charge me for same.

  

  Business Response

  Date: 08/01/2022

  A member from the ************** team spoke to the customer this morning.  He said he was able to speak to someone who was able to help. The aeration and seeding is a reoccurring service just like the lawn service, so it was automatically scheduled this year.  The representative he spoke with last week has already started the process to have the money for that service refunded, and we have removed the aeration and seeding so it will not happen again next year.  The ************** Team will reach back out to the customer to make sure they receive the refund.  The customer was satisfied.

  Customer Answer

  Date: 08/01/2022

   
  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:07/29/2022

  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 will not show up to provide the services they were paid for. The support line will say that I will be scheduled for a time between the week of X-Y and the week will come and go and will not receive service. The customer agents don't have the ability to correct the issue.

  

  Business Response

  Date: 08/03/2022

  A member of our ************** Team contacted the customer and apologized for the scheduling issues he has experienced.  We were able to get both his lawn service and his mosquito service scheduled on August 4. We will continue to follow up on his account over the next few months to make sure the service is scheduled in a timely manor.

• Initial Complaint

  Date:07/28/2022

  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.

  After complaining in 2021 about an employee that came out and sprayed one of my yard workers and still having mosquitoes a few weeks later, I called the company to complain again. I asked that one specific employee not come back on my property. Not for a refund, just a request that the same person never come back. I was advised that this was not possible so I requested to cancel my service. Although I called several times, each time I called I was told there were no notes on my account but was assured that my contract had been canceled.In April this year, although there was no evidence of anyone being here other than a sign in my drive, I was charged $109.95. When I called, I was told it was the same person that came out that I had asked never to be allowed on my property again. Then, I saw a charge for $109.95 on my debit card. After many calls, someone who was supposedly a supervisor called me and said again that there were no notes on my account and I should have gotten a cancelation number from online. Well, who knew as I had conducted all my business with them by phone. I had to go in and set up an online account and call what was supposedly the office for my area again.Although they agreed to refund my $109.,95, they said that they could not send any written documentation that my account was canceled, yet again, I doubt that the account was ever noted and I have received no such refund.Customer number ********** Branch number ****

  

  Business Response

  Date: 07/29/2022

  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, confirming a refund in the amount of $109.95 will be processed and returned to the credit card on file within the next 3-7 business days, apologizing for any inconvenience caused.
  
  

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17640319
  
  I am rejecting this response because:

  I was told that before and will not accept this response again until I actually see the amount in my account.
  
  Sincerely,
  
  ***********************

  

  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 inactive account, corporate customer care contacted the customer by phone on 07/29/22 at approximately 8am-CST leaving a voicemail, on 08/02/2022 at approximately 8:44am-CST, on 08/03/2022 at approximately 8:05am-CST, and again on 08/08/2022 at approximately 10:15am-CST, leaving emails as well without reply, confirming the refund for mosquito service was processed on 07/29/2022 and was submitted back to the credit card on file, the process can take up to 3-7 business days, if further questions or concerns are needed please contact ************ or respond to the emails sent.
  
  
  
  

  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:07/28/2022

  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.

  The address I have given above is NOT the address in question. I have had an account with Trugreen for over 20 years but they there are 2 different accounts. One at **** ****** **** **** Frederick MD. *****. I sold that home 1/17/2017. I moved in with my aunt,******* ***** on same date. In spring 2018 we started a new account for my aunts residence at **** *** ** Lanesville IN. Which is a much smaller property. The residents that bought my home in MD continued receiving lawn care from Tru-Green uninterrupted. My aunt is 94and loves the results of the treatments and pays for them. I, however, am the one who takes care of the scheduling and all business thereof. We have continually been charged the amount for the property in MD and have to fight tooth and nail every year to have it adjusted. This year I have not been able to get that done. They have charged her $**6 for what they had quoted as $62. The last 2 or 3 auto pays have been for $**6+. Also, when I have asked the techs about it in the past (the ones who actually apply the treatment) they have told me that their salesman lie all the time about giving ridiculously low quotes that are simply not able to be fulfilled bc the price doesn’t even cover the cost of the chemicals. When I have called over the last 4 years about this, every single person I have spoken with has told me that the issue has been resolved and my phone number has been completely removed from the acct in MD. However the next time I call about something they pull up the acct in MD bc of my phone number. I cannot get to any kind of supervisor above the first level. Not even the local office has any kind of connection to the main office. I tried calling the corporate office in TN and get kicked right into the same call center that I have been dealing with for 4 years I am beyond frustrated. I canceled the service today and am going to contact the AG for IN as well as a local news station trouble shooter if this doesn’t work. Thank you for helpi

  

  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 TRUGREEN, and our customers,
  expect.
  
  In review of the customer’s inactive account, the
  customer’s account has been cancelled.  

  Customer Answer

  Date: 08/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The salesman lied to me. He told me that we would be charged $62.50 per treatment for the duration of the season not just the first treatment.  We are owed a refund of $127.02. Anything less is fraud. They offered to finish out the year at $58 per treatment. That does not include a refund for the overcharge. If they can honor a price of $58 for the remainder of the season why can’t they honor the price quoted me by their own salesman. A representative of TRU-GREEN  THEY ARE COMPLETELY UNTRUSTWORTHY 

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

  

  Business Response

  Date: 08/23/2022

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with
  your concerns.
  TRUGREEN apologizes for the concerns you have expressed,
  and any inconvenience, discomfort, or offense you have experienced; that is not
  the level of performance and customer service TRUGREEN, and our customers,
  expect.
  
  In review of the customer’s inactive account, corporate
  customer care contacted the customer directly, and explained to the customer that
  their account was priced at the correct price based on the property square
  footage. The customer stated that the account holder who is her aunt has passed
  away and the property will be sold. 

• Initial Complaint

  Date:07/28/2022

  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.

  One of the true green texts was at the house across the street for me treating their lawn and he backed up and ran over my mail Box I have attempted to calm 2 days in a row My mailbox is completely on the ground and I have not received my mail in 2 days because of this Any assistance that you guys can provide would be greatly appreciated thank you

  

  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 non-customers complaint, a check is being issued to the customer.

• Initial Complaint

  Date:07/28/2022

  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.

  Tru-Green has serviced our lawn and trees for a number of years. Last year technician sprayed for nut sedge weed and killed major portions of our back and side grass, Called Tru-Green to complain and nothing was done. This year technician dumped fertiler on our front lawn and burned the grass killing it in one spot. After more than 5 calls, local manager came out and determined new sod was required - it was replaced in the damaged area but it took 3 months and it to is now dead. Subsequently after sod was patched technician mis-applied liquid fertilzer in full sun and 95 degrees resulting in more lawn damage on front, sides, and back lawns. Local manager came out and sprayed what was "green dye" and told us lawn was not dead and would come back - it has NOT come back. Calling Tur Green we were told we would get a call from a manager and a program to fix the lawn - more than 6 weeks have passed and no calls nor visit. It is impossible to get in touch with anyone at Tru Green *************** and our lawn still is damaged.

  

  Business Response

  Date: 08/11/2022

  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 service manager ************************* met the customer on the lawn and confirmed the landscaper would replace the bare areas, confirmed the landscaper has started the sod install and confirmed satisfaction with the customer, apologizing for any inconvenience caused.
  
  
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17636970
  
  I am rejecting this response because: the sod replacement is not complete, and there appears to be some confusion with the workers in regard to what sod requires replacement.  They believe that they are done in some areas; however, we pointed out to them that what they consider to be completed sod replacement areas, still have damaged and/or dead sod areas.  
  
  Sincerely,
  
  *********************************

   

  

  Business Response

  Date: 08/19/2022

  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 the customer on the lawn, confirming the sod installed is good only a few pieces and will wait until the spring to see if they are ok or not, customer will get broken sprinkler head fixed and will send in the **** for reimbursement, apologizing to the customer for lack of results and any inconvenience caused.
  

  Customer Answer

  Date: 08/20/2022

   
  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:07/27/2022

  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 six months I have had problems with Tru Green about deficiency in their work on my lawn and inexperienced workers, changing their scheduled appointments on me constantly and now after verbally telling me they would refund my money into my account for damage they did to my solar pole lights. They have lied once more and refused to give me back the full amount they owe me $92 and stated in voicemail today 7/27/22 that I wouldn't receive any of my money back and instead of $92 they were taken $54 of that for a reservice aeration not a "new" one; which I shouldn't be charged for. Then taken the balance and crediting my account. What Despicable thing they have done here.

  

  Business Response

  Date: 08/03/2022

  Ms. ***** has a history of making repeated claims against
  our company which, upon investigation, were consistently found to be
  unsubstantiated and false.  Despite our findings, TruGreen indulged these
  false claims and tried to satisfy Ms. ***** for a time, but the claims
  continued to the point of being disruptive to our business. After investigating
  the most recent claim and again finding no basis for the claim, TruGreen notified
  Ms. ***** that her claim was denied and that we would be canceling all services
  effective immediately.  We stand by this decision and believe it in our
  mutual best interests to part ways.  We are sorry that we cannot reinstate
  Ms. *****’ service, and wish her the best in finding another lawn care provider
  that can meet her expectations.

  

  Business Response

  Date: 08/15/2022

  We have reviewed Ms. *****’ rebuttal, and in our view, it
  underscores the reasons why TruGreen made the decision to parts ways. 
  These unsubstantiated accusations were endless.  Nevertheless, TruGreen
  credited Ms. *****’ account (meaning we wrote off unpaid balances for services
  provided) as a means of compensating Ms. ***** for the costs of damages
  alleged, regardless of the dubious nature of the claims.  It appears that
  Ms. ***** wanted  a both check and free services.   We stand by
  our previous response.  

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  H******** ******-*****

   

• Initial Complaint

  Date:07/27/2022

  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 hired TruGreen to treat our lawn for stickers, however they treated with a chemical that killed all existing grass and left only weeds and stickers. Normally that would be somewhat fixable, however our house is located on a hill and when it rained there was no longer anything to keep the top soil in place. We contacted TruGreen and have not been assisted or offered any true resolution to this. The loss of our top soil has exposed our foundation, removed supporting soil from around our inground pool and has cost us additional money to try to fix the lawn in spite of the damage they caused.We have spoken with the branch assistant manager who told us to get a quote for top soil and to send it to him, we did as requested and we have not heard from him since. We have called over 90 times and left messages, no return call or attempt has been made. At this point if it continues to rain we will have permanent property damage that is entirely and solely the fault of TruGreen and their negligence and lack of communication.

  

  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 active account a refund is being issued. 

• Initial Complaint

  Date:07/27/2022

  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.

  Paid for service in full, upon first visit found there was no treatment of weed, talked with service tech, he said next visit would be a weed control visit that hasnt happened yet, Im upset because there been a number of schedules date broken on behalf of the company, ie truck Breakdowns, rescheduled appointment, now Ive been told that they arrive at my residence, Im home every day Im retired, no one showed up and yet they say service has been rendered, question who ? I have pictures of the time they said they were here, Im easy just would like to get my service done , or a full refund of my money .

  

  Business Response

  Date: 07/28/2022

  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 apologizing for the inconvenience caused, confirming the application has been scheduled for today 07/28/2022.