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.
- 474 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:07/20/2022
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.
On June 1, 2022 TRUGREEN performed unauthorized, unrequested lawn treatment. The technician used my wife's name and our address to gain access through our security guard. On June 2, 2022 my wife discovered a service ticket tucked into the handle of our screen door. On the same day, I contacted *************************** at their **********, ******* location to inform her no one requested the service. I asked her to make sure we did not get billed and correct the error. She promised to have a supervisor contact me.On June 6, 2022, since no one called me back, I called them again. This time I spoke with ***************************** who gave me the same response. Later that afternoon, we received two invoices totalling $482.80. On June 10, 2022 I contacted their corporate office at *********************************************************************. I explained the situation to Akeila (would not give me her last name) but she refused to close the unsolicited account nor eliminate the charges. She indicated the account was opened using a credit card account ending in ****. That number does not match any of our credit cards.Although I filed complaints with the ***********************, ******* Attornet General, FDACS, FTC, TRUGREEN has not resolved the issue.
Business Response
Date: 07/22/2022
Both the local sales manager and the ************** Team have been working with this customer. We apologized for the difficulty the customer experienced when he called to speak to our customer service department. The balance was credited and the account canceled. The "invoices" the customer received were the welcome letters we send to anytime services are set up. The customer care team assured the customer that these were not invoices. The requested personal information for the individual who set the service up, but declined. We cannot give out employee's personal information. The customer agreed to waive his request for the additional $500 for his time.Initial Complaint
Date:07/20/2022
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 am paying for a service that is not being performed. Again, on 7/20/22, TruGreen supposedly came to my property to perform service. I did not see anyone perform service, nor did the technician leave a yard sign or door sign saying that the proper was treated and stay off the grass. This has been going on for the three (3) services. I have not seen a yard sign, but I am being charged for services Today, I decided to open my front door open and stay and watch for the technician, due to my previous concerns. I never saw a technician and yet, the service receipt says he was here at 11:39 am. I want a **** adjustment or a refund for services: 5/9/2022, 6/21/2022, today 7/20/2022.Business Response
Date: 07/21/2022
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 of $200.85 has been entered and will be refunded to the card ending in #****.Initial Complaint
Date:07/20/2022
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.
On August 6 2021 I agreed to a 1 year prepaid contract with TruGreen . They charged my credit card a total of $722.33 for the years worth of services. They did this in a total of 3 prepaid charges which hit my credit card on August 7, 2022. The charge break out was:$595.13 $63.60 $63.60 As shown in the attached screenshot from discover card.In reviewing my credit card statements. It looks like they began charging my credit card without authorization monthly in April 2022 for services that had been prepaid. Based on market value break out, to date they have completed $746.95 worth of services however I was supposed to receive monthly treatments (when seasonally appropriate) for 1 year which would end in August 2022 unless I renewed. However, they never preformed the ************ which should have been included and I have canceled my services on a go forward basis due to this fraudulent charges.To date with the unauthorized charges I have paid TruGreen $909.76 for $746.95 worth of services. Showing an overpayment of $162.81, however based on my prepay agreement they should never have charged me again until August 2022 which means I have overpaid by $187.46:April 22 2022 they charge $66.25 May 27 2022 they charged $60.26 June 24 2022 they charged $60.25 In talking with TruGreen they are not agreeing to refund me the over charge. They would only pay back $100 of the over charge. At this time I am looking for them to complete their final contracted service for July and refund me the additional $87.46 they have over charged. I also expect they will not charge my card again. I have taken screen shots of both the service **** breakout from the TruGreen app and a screen shot of what they have charged my credit card over the last year.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 a total refund in the amount of $187.46 is in the process stage and will be refunded within the next 3-7 business days to the credit card on file due to the unauthorized services completed, educating the customer on the prepay policy, apologizing for any miscommunication caused.Initial Complaint
Date:07/19/2022
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.
In January of 2022 I prepaid $356. upfront for lawn services for spring through fall with Trugreen. They promised seven (7) treatents to control crabgrass, grubs, chinchbugs, Post emergent, weed control, greenery and fertilization. They have come so far 3/23, 4/22 and 6/22. I began calling mid june that I had an abundance of wees throughout my whole lawn. I called atleast 7 times to local numbers, complaint **** numbers,headquarter numbers etc. and they all end up at a call center. Finally I spoke with someone that said someone would come out. I specified that they talk with me first before they do anything. As I wanted to actually talk with a person!! A few days later I noticed a flag on my lawn that someone had been there. I was home and no one trid to contact me inside. In a day or so there were dead spots ALL OVER my lawn where he had sprayed something. My lawn was ruined and I felt it looked better with the weeds actually. At least it was GREEN!. I have called, emailed dozens of times. even sending pictures. One girl I spoke with said she would send a supervisor out. I requested that she send me an email of my contract because I was interested in cancelling whatever I had left for services. She said I had NO services left and nothing to refund. I had her repeat my email address to me to be sure. No one came and either did an email. I called again 2 days later and spoke with another call service and I explained everything again. She said there was no record of that call and that she would make sure to have a local representative get in touch with me and send someone out. That never happened either. That was last week. Since then I have emailed their customer care email that everyone always gives me. I have send pictures along with my concerns. Still nothing. All I request is that they stop service and refund my last 4 visits. Please! I am frustrated, unhappy and disturnbed that a business conducts themselves this way. Please help me.Business Response
Date: 08/02/2022
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 branch general manager, ************************* has visited the customers property. He saw a lot of drought stress and a lot of weeds. He suggested to the customer to have an Aeration and Seeding done to her lawn. The customer agreed to Mr.Kozains process to have her lawn Aerated and seeded in the Fall.Initial Complaint
Date:07/19/2022
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.
Paid for lawn service in April, a year in advance in full. My neighborhood ***** recently contacted me about my lawn not being cared for and informed me I was not in compliance with ***** rules. Large ***** areas have appeared after Trugreen started allegedly to service my lawn and now it looks terrible. I was promised fertilizing and plugging to correct lawn problems and as far as I can see the lawn now is much worse than before they started. I can not see that any plugging has been done. I have attempted to get Trugreen to send a supervisor to my home to find out what has gone wrong, but to no avail. The neighbors have informed me that they did not see anybody service my lawn, right after Trugreen sends me an email that the service had just been done. I live six months of the year in VA and rely on my neighbors to keep track of the property in ******* when I am not in residence. In the past week I was promised by 2 different representatives from Trugreen that a supervisor would visit my property to rectify the problems. Today I received a call from yet another Trugreen rep. stating that they don't have enough supervisors to visit my home and I had to solve my problems by speaking with her. I give up. Constant promises but no results, either for my lawn or to get a supervisor to remedy the situation.If I had been smart I would have checked with the BBB before dealing with Trugreen. I would like an immediate refund, and no further dealings with Trugreen.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 active account, corporate customer care contacted the customer directly confirming the service manager ***************************** visited the lawn and noticed there were a few bare spots that needed renovation where the weeds has declined, confirming the lawn has improved and the process of the lawn improvement will take some time, sent photos of the lawn to the customer, confirming the branch does not plug the lawn, confirming the customer will receive 3 free applications as a courtesy, apologizing for the inconvenience and miscommunication received.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.
Sincerely,
*********************Initial Complaint
Date:07/19/2022
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.
On July 7, 2022 @ 11am a TruGreen rep. from the ********** ** office put dry chemicals on my driveway.They refused to remove.I don't put chemicals on my lawn or property. We have a baby and pets in our home, I do not want chemicals tracked into our home.TruGreen was disrespectful and trespassed on my right to quiet enjoyment of my property.I am a 75 yr. old disabled veteran, I receive treatment for ptsd and this was upsetting.Business Response
Date: 10/05/2022
The local mangement team reached out to the customer to apologize their property was treated in error. The general manager agreed to submit a reimbursement to the customer of $100 to compensate him for cleaning the driveway.Initial Complaint
Date:07/19/2022
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.
July 19, 2022 paid ************* $51.24 for lawn service . I was home on the day that the person came to spray my yard and notice that he did not provide the service. This was not the only occasion that this had happened. Previously, I had called to complaint and asked that the person would knock on my door when providing service so that I could witness the work being done. This did not happen. I got a sign in the yard and **** on my door instead. Additionally, I have a camera on my house that records movement in my yard. I cannot continue to pay for services that I was not receiving. I'm requesting a refund for services not received.Business Response
Date: 07/21/2022
I spoke with this customer today. The complaint she filed was not for Trugreen. She intended to file it for another company. She was concerned about the technician who was to do the lime application today. I let her know I would work with her to make sure it gets completed.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.
Sincerely,
***********************Initial Complaint
Date:07/19/2022
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 a trugreen customer for 3yrs, first year was fine 2nd and 3rd yrs were horrible couldn't get them to come out and treat my yard consistently. I would call and remind them about my treatment because they would go 2 months or longer without treating my lawn. Finally the last year i had a guy show ** in november or december to treat my lawn. he said he came from nashville because the company in my area was all messed up and they were having techs come in from other areas to correct issues. I always paid for the entire plan/season up front, maybe that was my problem, but i cancelled my service. this year my wife called me and said a trugreen tech was out treating my lawn. I called trugreen and the lady that i spoke with said that she didn't show that i had cancelled my service so even though i didn't sign up for anything or authorize it, they AUTOMATICALLY sent out a tech...??....then she ASSURED me that this time it was cancelled. I just got a letter from some debt collection for $71.92....I don't think i ever received a **** from trugreen or it would have been handled before now. I went on and paid the **** and a $5.00 processing fee because i didn't want this hanging around on my credit report but i definitely do not agree with it. I am definitely a dis-satisfied customer and will not be dealing with ********************** in the future.Business Response
Date: 07/21/2022
I called and spoke with this customer today. He just wanted to talk to someone and make them aware of what he went through with customer service and the third party agency we use to collect balances. At this point he did not want any money back.Initial Complaint
Date:07/19/2022
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 signed up for a lawn care program through TruGreen in the spring. The program was for them to apply fertilizer and weed killer to our entire lawn every couple of months from spring to fall. They came out the first two times to do the treatment and we never really paid much attention, however noticed our lawns were not looking the greatest. The 3rd time they came out we watched more closely. They put a stake in our front yard, but never actually applied any fertilizer, as we captured this by video on our ring door ****. He also told my neighbor who signed up for the same service that he does not do our back yards, because we didn't sign up for that service. So I called TruGreen to let them know of the issue. They did confirm that I had signed up for our entire lawn (front and back) to be treated, and said they would have somebody from the local office reach out to me to resolve the issue. I have never heard back from the local office and when I call their main number they tell me the same thing each time that somebody from the local branch should be reaching out to me and yet they never do.Business Response
Date: 07/20/2022
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 lawn application and grub application completed on 07/13/2022 will be credited and added back to the prepay balance due to areas of the lawn not completed, confirming the technician not completing the parkway beyond the customers fence has been removed from treating the customers lawn, reservice to complete the missed areas is scheduled for 07/27/2022, apologizing for any inconvenience caused.Initial Complaint
Date:07/18/2022
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.
TruGreen has not held to the contract of servicing our lawn 5 times a year - We have called many times with empty promises and a lot of excuses - When we ask to speak with a Supervisor we are given promises that we should expect a call within 48 hours...No one has called. I have reached out online to no avail - ************ is excellent at avoidance! Not one customer service rep has access to a Supervisor, a phone number or direct email. We canceled our service and the VERY next day we caught a tech on our property - when we again called Rep ******* was SUPER RUDE & informed us that we would indeed pay that invoice even if we had canceled. ************ needs some accountability, ASAP. Just prior to this BBB review - I called TruGreen got Rep ******* and she informed me that our next treatment is scheduled for 7/20/2022. No, I told her - we canceled. She said, yes, I see that and the tech will be there 7/20.Business Response
Date: 07/19/2022
I spoke with this customer and apologized to her for the experience she had with us. I let her know I would make sure the balance on the account was credited, and made sure any future services have been stopped. I sent an email to the customer to confirm a credit was issued and cancellation of the service.
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