Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,848 total complaints in the last 3 years.
- 473 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/26/2022
Type: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.
Contracted services for lawn treatment every 3-4 weeks. Trugreen has not show up since May 2022. I receive text messages telling me service truck is on its way only to never arrive. I have called customer service line numerous times to complain and to get the contracted services executed but to no avail. I ask to escalate to manager and am told they will call me back. That never happens. I asked for regional or corporate contact info only to be told " I am not permitted to give you that contact information" Unacceptable, professional and un reasonable lack of customer service, response and reparations. This cannot go on and this company must be made accountable for its lack of performance and failure to respond to customers needs and complaints
Business Response
Date: 07/27/2022
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 with scheduling, confirming the lawn application completed on 07/26/2022 was completed and the customer was satisfied with the service, educating the customer on the service guarantee policy, confirming with the customer an email has been sent for a manager follow-up call to discuss previous scheduling issues and to set expectations ongoing.Initial Complaint
Date:07/26/2022
Type: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.
Serve was July 26 2022 Not a lawn care service company at all. There was no testing, no real check on what is going on with the lawn, just showing up and spread fertilizer (without knowing it is needed or if they are over fertilizing because no soil check took place), and then leave. All those question you answer before you sign up about bare spots, patches, ********, all that is a complete waste of time to pretend like they actually care and will get the the heart of the issue. They just show up, throw some stuff and leave without any testing or effort put into diagnosing and fixing the cause of those issues. That is FRAUDULENT MISREPRESENTATION. So I canceled them after 1 single visit. If you cant even check to see what is happening before spreading treatment, then dont LIE and pretend you are fixing issues with lawns, you will cause more harm then good and clearly do not care. You can burn the soil by over fertilizing as well, so just spreading it without knowing can cause a bigger issue. When I asked why a test was not done, the response was "They don't do testing in your area unless there is a direct need to"......I would thing before spreading c*** would be a good time to test and see what is needed... I can spread fertilizer randomly throughout the year, I paid them to diagnose what else is going on outside of that. Waiting until AFTER they burn my lawn to do a test because then it would be "direct need to" is completely unacceptable. DO NOT WAIST YOUR MONEY! MIGHT AS WELL PAY A TEENAGER TO SPREAD FIRTILIZER FOR 1/10TH OF THE ****** Trugreen are neither experts nor professionals. The only thing they confirmed is that their "technician" is not color blind...."There is some ******** and then is some greening".....no c*** Sherlock.Business Response
Date: 07/27/2022
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, apologizing for the lack of results and miscommunication received, refund has been processed in the amount of $583.54 and will be refunded to the credit card on file within the next 3-7 business days.Customer Answer
Date: 07/27/2022
Complaint: 17628121
I am rejecting this response because: They are clearly aware of their misrepresentation because multiple people reached out with the exact same rehersed speech about "I am sorry the sales person did not tell you that that is what our service is". I pointed out to them how the mislead customers into answering questions as if they had any intent to diagnose the root cause of the lawn problems for them only to spread product and go without any care of what is actually needed (no testing) or what any of the issues that were stated upon signing up actually are. I pointed out how they never asked if I applied grub control or fertilizer prior, never asked anything about what I have done with the lawn at all. The stated they only check if there is an issue......I pointed out how if they don't check and just spread fertilizer it can burn the lawn and that them checking AFTER they burn the lawn is not professional and is unacceptable. They then state their rehearsed speech of I am sorry the sales person did not state this. They are not a lawn care serving, they a fraudulently misrepresenting to get people that pay them just to throw some chemicals around and hope it works. They still charged me for the service thar was completely unneeded and I would have stated as such if they had asked if any work had been done prior. They do not care in the slightest. Frankly, it is pathetic that they have an A+ rating through BBB, they know how to manipulate the process. They know all they have to do is call the customer, state some bullcrap, and then hit BBB checklist of "fixed the issue with BBB" and then send it on their way. The fact this organization gets an average of over 100 complaints a month and keeps an A+ rating just shows how much they know how to manipulate BBB. They did not make an effort at all, they do not care, they gave me back the portion of money they had no entitlement to (still hasn't even cleared), and then charged for a service that was never needed and was only ordered under false pretenses. I filly reject that the matter is resolved.
Sincerely,
***************************Initial Complaint
Date:07/26/2022
Type: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 trugreen to service our yard back in april 2022. I have called multiple times to get my FIRST SERVICE done and has yet to be done. I have had called multiple conversations with them with the promise to of coming out. They have said they would come 4 different occasions and always claim there vehicle was broken. I keep getting the run around and non return phone calls. So Im needing help in this matter. This company has not been helpful or acting like they care Im a paying customerBusiness 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 active account, TruGreen will continue treating the customers lawn at the rate he was quoted, and the customer will receive a letter reflecting the correct price of his lawns service agreement when it renews next year.Initial Complaint
Date:07/26/2022
Type: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 hired TruGreen to care for my lawn's health after purchasing my new house in Feb 2022. Whether they adhere to a regular schedule was hit and miss. This last time I had to wait almost a full 8 weeks between services to be performed and I had to call TruGreen to see why the service had not been completed. I called today and canceled the remainder of my pre-paid service. The service techs that arrived on 7/25/2022 performed a half-ass job and did not treat the entire lawn. They also wrote a report full of erroneous information about excessive foot traffic for example. It is just my wife and me in this home and there is almost zero foot traffic on the lawn. I called to cancel and was given a hard time by the representative on the phone. The resolution I want is a full cancelation of my service and a refund for the remainder of my pre-paid not used in the amount of $170.73 - 3 remaining services at $56.91 each.Business Response
Date: 07/29/2022
The ************** Team reached out to this customer by email. The customer has canceled service, and the remainder of their prepayment has been refunded. The concerns they shared with the technicians and the scheduling of their service have been shared with the local management team. We will make sure the individuals involved receive some additional coaching so this does not continue to happen.Customer Answer
Date: 07/29/2022
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:07/26/2022
Type: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 was billed for a service on 7/12/2022 on an automatic payment plan that I suspected did not take place. I normally receive a summary on my door and a stick in my yard. I received neither of these and the text notification of when the service supposedly started and ended were 1 minute apart. I reached out via the company's website and app to review the service and express my dissatisfaction. I received a phone call from someone, who identified himself as "J." I believe he was calling to sell me additional services, because he did not seem to be aware of my complaints until I told him about them. He advised me to reschedule the service in the app, indicating it "would be easier" that way. I explained I had looked in the app and saw no option for this and asked who exactly it would be easier for-him or me. At this point, he told me he would have "his scheduler" reschedule the service. After a week of no service being scheduled, I finally called and spoke with someone, who was able to confirm the service did not take place, and rescheduled a "free service." This is fraud, billing for services that do not take place.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 inactive account, corporate customer care contacted the customer directly apologizing for the inconvenience caused, confirming the reservice for missed application was completed on 07/25/2022, confirming the account has been cancelled/closed, the customer requested no further contact moving forward and I will place them in our DO NOT CONTACT queue.Initial Complaint
Date:07/26/2022
Type: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 added mosquito service without my authorization/permission. I talked to them on the phone and said I would get back to them with my decision at a later time. I was never even sent an email they signed me up for this service so I didnt realize it happened until I was given a billing notice. I went ahead and paid the balance so they dont send it to collections, but would like a refund of $223.95.Business Response
Date: 08/02/2022
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 mosquito application payment will be refunded in the amount of $223.95 back to the credit card on file within the next 3-7 business days, confirming the customer never authorized the service to be completed, apologizing to the customer for the inconvenience caused.Customer Answer
Date: 09/09/2022
Complaint: 17623916Just wanted to follow up that Trugreen promised they would refund 100% of the ****** but have only refunded ******. Below is the transaction activity. I paid them ******, they have done 2 refunds so far.They still owe me a refund for $76.03. Can we reopen the claim until they fulfill their end of the agreement?Jul 26, 2022 TRUGREEN *LOCKBOX $******
Aug 12, 2022 TRUGREEN LP *5057 -$60.29
Aug 5, 2022 TRUGREEN LP *5057 -$87.63Thank you so much for your time,--******* "******" ****Business Response
Date: 09/14/2022
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 customer has been refunded in the total amount of $223.95 in three different transactions back to credit card ending in #****. The first transaction was $76.03 the second was $87.63 and the third was for $60.29 totaling $223.95.Customer Answer
Date: 09/19/2022
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.Okay, I see this issue. the ***** was applied back to my debit card. The other two were applied back to my credit card. Thank you so much *****. You can close this.
Sincerely,
***********************Initial Complaint
Date:07/25/2022
Type: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 observed the treatment today, 7/25/22 on my yard from my ring camera. Even though they said they treated and "sprayed" x amount of gallons, the only thing he did was walk around with a hand spreader and did not even go in the back yard.I can see why we have lots of weeds that are not going away and that our lawn looks no different than it did last year before we started with TruGreen. It is obvious they are not fulfilling what they are saying they are doing and they are acting fraudulent.I called today and canceled my service and asked them not to **** me for today's "service".But I would like a refund of everything I paid to them since I have no idea if they have been doing what they say they have been doing. And since the lawn looks no different, I can conclude that they have not.Business Response
Date: 07/26/2022
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 the application not completed will be credited and refunded in the amount of $71.77 to the credit card on file within the next 3-7 business days, confirming the application completed on 06/23/22 will be credited and refunded in amount of $66.95 back to the credit card on file within the next 3-7 business days due to lack of results, confirming the remaining prepay balance for the mosquito plan in the amount of $246.91 will be processed and refunded within the next 3-7 business days, apologizing for any inconvenience caused.Customer Answer
Date: 07/26/2022
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 only because they would not go back any further on refunding and I don't want to take the time to deal with it.We paid over $1000 in the last year without any real results which is obvious why when you actually watch the work the "don't" perform.
I will make an effort to get the word out that any people using the service needs to watch closely every time the employee comes out to make sure they are doing what they say they are doing. It is sad that you have to do that this day and age. But fraud is everywhere.
Still trying to decide if a class action lawsuit needs to be done. Maybe more investigation following the employees and taking with the homeowners.
Sincerely,
*********************Initial Complaint
Date:07/25/2022
Type: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 been using TruGreen for about a year. I had called various times as I was not happy with the service. About a week ago I called them to cancel because I still have lots of weeds and they over applied chemicals and burnt my lawn in several places. They asked me to let them come out and take a look and see if they could fix it. I said that was fine but I wanted to be there to speak to them. We scheduled for 10am on Friday. They came at 9:30, never knocked and just put more chemicals on my already burnt lawn. I called them again and told them I wanted a manager to call me and they were not permitted on my property again without my permission. I have not heard back from anyone. With the high temps, the already burnt spots and additional chemicals I can only image what the impact will be in a few days. I tried to access the reports for the days they came but they must have removed my access so I couldn't provide proof as I told them I would be filing a complaint if I didn't hear back by the end of the day Friday. I have attached a couple of pictures. I can provide more and will be looking for my printed reports.Business Response
Date: 08/03/2022
A member of our local management team met with the customer on the property yesterday. He treated for weeds while he was there. The customer had already repaired the damaged areas of the lawn. We will be back out in approximately 10 days to make sure the lawn is improving. A member of our ************** Team spoke with the customer today, and she is comfortable with this plan. The ************** Team will continue to follow up with the customer to make sure she is satisfied.Initial Complaint
Date:07/24/2022
Type: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 have used TruGreen services out of San Antonio for approximately 2 years and our grass looks worse now than when we started the service. I called TruGreen customer service and was told nobody would come out to address the problem. I have attached pictures of our front and back lawn, which showed signs of distress after the last TruGreen technician worked on our lawn. It appears now that we will have to lay down new sod as a result of the damage caused by TruGreen.Business Response
Date: 08/12/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with
your concerns.
TRUGREEN apologizes for the concerns you have expressed,
and any inconvenience, discomfort, or offense you have experienced; that is not
the level of performance and customer service TRUGREEN, and our customers,
expect.
In review of the customer’s inactive account, TruGreen
branch service manager, ****** ********** visited the customer’s property and
saw that the lawn is sloped, and the grass has a fungus. Mr. ********** sent a
technician out to treat the lawn on 8/10/2022 and will follow up in two weeks
with a fungus treatment.Initial Complaint
Date:07/23/2022
Type: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 with TruGreen for over 30 years. Three years ago we moved to *********** and started to use the local office of TruGreen to take care on our yard. In the past year the service has been to worse service we have received from TruGreen in 30 years. We requested on several occasions for the local TruGreen to refund our money and stop servicing our yard. We hired another company to fix our yard and bushes.The local office will not refund our money therefore, we are filing a complaint. It is a darn shame after 30 years we are treated this way.Business Response
Date: 07/26/2022
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, a refund has been entered.Customer Answer
Date: 07/26/2022
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,
*******************
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