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 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:07/22/2022

  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.

  Service was scheduled for 7/22/22. Got a message at 2:55pm that Tech has arrived at property. Three minutes later another message saying he was finished and invoice was sent to me. I was home and my home has cameras the Tech was NOT at my house. I was billed for a service that was not done. I now question if the previous services were actually done or done correctly.

  

  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 active account, corporate customer care contacted the customer directly by email confirming a credit for the application not completed on 07/22/2022 has been processed in the amount of $152.96 back to the credit card on file within the next 3-7 business days,confirming a reservice to complete the lawn application is scheduled for 07/27/2022 at no additional charges to the customer, 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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/22/2022

  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 hired TruGreen to solve my problem with moles and wanting grass to grow under the pine trees. I hired them before the moles became active. They did not immediately treat for moles and proceeded to burn my grass to where I have large patches of lawn that has been destroyed. I started having mole problems and complained. The sent a technician out supposedly to test for moles. The problem was not resolved and I called again about the moles. A second treatment was reported to have been done but a faint meme we was home all day and never saw anyone. I now have massive mole destruction and a destroyed lawn. I want my money back that I paid them and to fix what they destroyed.

  

  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, confirming a refund of $352.37 has been processed and will be refunded to the credit card on file within the next 3-7 business days,apologizing for any inconvenience caused.
  
  
  
  

  Customer Answer

  Date: 07/28/2022

   
  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:07/22/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During 2021 I had TRUGREEN to treat my yard. I apparently missed the automatic renewal clause. As soon as I received a notice they would be coming one day, early spring 2022, we called and told them we no longer wanted them to service our yard, for anything. We discussed weeds, bugs, mosquitoes, none of it. After we did this, we have continued to received texts to say they were coming on a given day. Everytime, probably twice a month, we have called to say we don't have and don't want their services. They apologize, and say it is canceled. Now, I have a $103.66 charge for July 8, 2022. The last time, I told the guy I wasn't going to be. calling to cancel a visit again, and I wasn't paying. I think the call was about the time of this charge. It seems impossible to stop their service. I will dispute the charge with my credit card at this time, and bar future charges. Thank you *******************

  

  Business Response

  Date: 07/25/2022

  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 has been returned in the amount of $103.66 back to the credit card on file, the customer has requested no further contact going forward and I will place them in our DO NOT CONTACT queue, apologized 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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2022

  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 received a notification that fertilizer services were completed at my home at 4:35PM on 7/21/2022. There was no placard in my yard indicating fertilizer was applied, no receipt of service and I physically inspected my entire lawn and found no fertilizer applied. I was unable to complete a chat with their support. The first representative on the phone hung up on me and the second representative was rude and condescending on the phone while taking my info. I was told I would not be charged for the service and I have indicated that I wish to cancel my service. When I asked to receive a notification that I would not be charged and for the cancellation of my service, I was told that nothing could be sent to me and that I can expect to receive a phone call within ***** hours. I am unable to remove my payment method from their website and I have serious doubts that I will be contacted nor will I avoid any additional charges. I have questioned the effectiveness of their fertilizing service since the beginning and I have confirmed my suspicions. I wanted to formally submit my complaint today to ensure I have a record of my complaint should I face any pressure from Trugreen concerning paying for services that did not take place.

  

  Business Response

  Date: 07/22/2022

  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 last application was credited in the amount of $82.91 bringing the account balance to $0, confirming the method of payment has been removed from the account, apologizing for any inconvenience caused.
  
  
  
  

  Customer Answer

  Date: 07/22/2022

   
  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, with the understanding that TruGreen understands that there was no application to credit. If there is still a misunderstanding, I have requested a manager come to my home to view that there was no application of fertilizer applied. Services were not rendered, so there should not have been a credit in the first place. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/21/2022

  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.

  I have called TruGreen customer service at least 5 times to cancel my service. They continuously try to schedule more lawn services which I continue to call back and cancel. Now I am being charged for services that have never happened because I continue to ask them to be canceled. Specifically, in one of my recent calls, I asked the representative to remove my credit card information so that the company would stop trying to charge me for services that did not happen. They stated that they did remove my information but that doesn't seem like the case since I am trying to be charged again for the service that didn't happen.My last call I asked for all of my account information to be deleted but that doesn't seem like it is happening either.Please stop trying to schedule services and please stop trying to charge my card. This is highly unprofessional for a company that has been in service for so long. I am requesting a written confirmation from you that all of my services have been canceled, that you have removed my credit card information from your system, and that you will remove all information about me (address, contact information, etc so you're not able to contact me in the future). I want to never see an email or letter or payment request from you ever again. I want this written confirmation for my own documentation and protection from you.

  

  Business Response

  Date: 07/22/2022

  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 of $61.16 was sent to customer on card ending in #****. The customers account was also cancelled, and her credit card information has been removed. 

• Initial Complaint

  Date:07/21/2022

  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 called to have Trugreen come out and fertilize my yard they told me it would be half off of $60 and I would be billed for $30 then they would come out every two months for a treatment and in October come out and aerate my yard. The next thing I know they deducted $318 out of my checking account saying they had done three treatments and an Aryan ****** and I said that is faults I did not approve that I approve the fertilization I canceled the service. They came out to additional times and did some kind of treatment when I wasnt home I called them and said I did not authorize that and I canceled the service they reimbursed me the $318 but now I keep getting bills for the amount and a threat to send it to collections I have counseled four times and ask them to stop calling me and stop billing me they continue to **** me and I dont know what to do

  

  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 by leaving a voicemail on 07/22/22 at approximately 11:33am-CST, leaving a voicemail on 07/25/22 at approximately 10:11am-CST, leaving a voicemail on 07/26/22 at approximately 2:29pm-CST,leaving a voicemail on 07/28/22 at approximately 12:40pm-CST, leaving a voicemail on 07/29/22 at approximately 3:27pm-CST, and leaving a voicemail on 08/01/22 at approximately 10:30am-CST, leaving emails as well without reply,confirming with the customer once by email to contact after 2pm but still no response,if we can be of further assistance, please contact ************ or respond to the emails sent.
  
  
  

• Initial Complaint

  Date:07/21/2022

  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 bought a service package for lawn care, fertilizing, weed control, etc. They burned large parts of my lawn with fertilizer and will not fix it.

  

  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 active account, corporate customer care contacted the customer directly confirming the service manager ***************************** has contacted the customer by phone apologizing for the condition of the lawn, confirming the customer will be credited for 2 applications and a free aeration & overseeding in the fall.
  
  

  Customer Answer

  Date: 07/28/2022

   
  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:07/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried more than 6 times to have trugreen change the service from our old address to our new address. We had prepaid for the service and wanted it done at our new home. All 6 of the customer service representatives told me they would fix the problem. In the meantime they continued to service our old address. When I spoke to the last representative, he told me that we would have to pay for the service at our new address. I reminded him we have already paid for the service. I told him that I want to cancel the service and I expect a refund of the service not performed. He said, OKbut dont expect a refund. Seriously, the worst customer service I have ever encountered.

  

  Business Response

  Date: 08/11/2022

  A member of our ************** Team has been in touch with this customer.  We apologized for the confusion regarding the area to treat.  All services with Trugreen have been canceled.  The initial refund check was sent to the customer's old address.  The ************** Team was able to have a check re-issued and sent to the customer's new home as requested.  We have tried to reach the customer multiple times to confirm the new check was received, but have not received a response from the customer.

• Initial Complaint

  Date:07/20/2022

  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.

  In April 2022, I paid for a full year of service which included weed spraying of my front and back lawn. It has since been established (through several home visits from managers) that our back lawn has not and cannot be treated due to the nature of the grass. Not a big deal at first, we only asked to be refunded for the back for which we had already paid. We have reached out for a refund for the back lawn no less than 5 times over the course of 2 months, and always getting the same well write your number down and a manager will get back to you within ***** hours, and when I inevitably do not get a call, I call back and discover my message had never been written down or passed along. Bottom line is they are (and have been for months) in possession of money that is not theirs, and they have made absolutely no attempts to return it. We will seek legal action at the end of the week if it is not resolved.

  

  Business Response

  Date: 07/21/2022

  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 refund in the amount of $421.62 has been processed and will be refunded to the credit card on file within the next 3-7 business days, apologizing for the inconvenience caused.
  

• Initial Complaint

  Date:07/20/2022

  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.

  I temporarily resided at *************************************************************************************** property was not, and is not in my name. ***** Speed The owner name is *********************. Her name is on the TruGreen contract from March 2021 to present.I have contacted TruGreen regarding payments being deducted from my checking account for services that I am not using.I have been trying to resolve this problem with TruGreen, yet they continue to connect me with other people with no resolve. I have requested that they reimburse me for the money that was paid out of my account and they informed me that they were going to, Another payment from my account,card number ending in ****, and i was charged again I July 2020.I seek to have my money refunded to me ASAP.

  

  Business Response

  Date: 07/22/2022

  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 ex-boyfriend (***** Speed) of the customer directly confirming as a courtesy a refund will be submitted for $273.08 which is all the unauthorized charges to the credit card used this year of 2022 will be processed and be refunded within the next 3-7 business days, confirming that the ex-boyfriend never resided at the residence, confirming the customer used the ex-boyfriends credit card without his consent to keep services active since 3/2021,confirming the account has been cancelled/closed.