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:07/18/2022

  Type:Order 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 signed up for a yearly lawn maintenance plan, but what was promised to me was not delivered. I was clear that I wanted to sign up to fill the bare spots in my lawn, as most of it was yellow and bare, and they assured me that it would be resolved. After a couple of applications there were no results whatsoever, and upon calling and speaking to other representatives, they just assured me it would be addressed at the next visit. The next visit came, and the technician came for five minutes to spray some grub control and fertilizer and leave. Did not address the problem whatsoever and the company just wanted my money.This is not what I signed up for and I need a reimbursement of the $80 I paid.

  

  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, a refund in the amount of $80 will be processed and submitted to the credit card on file within 3-7 business days, apologizing for any inconvenience.
  

• Initial Complaint

  Date:07/18/2022

  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.

  I signed up this spring for season-long lawn care -- fertilizing (lawn, trees, bushes and shrubs) and weed killing. I paid in advance for the entire program. I have large weeds I can't identify in my grass. They have resprayed, only to kill the grass but not the weeds. I am terribly distressed and disappointed. I am a 77-year-old, low-income, home-bound, disabled person. I was so distraught about the condition of my yard that I spent money I couldn't afford in the belief that TruGreen would live up to their promises. When they didn't, I called to speak with management. I went through a ridiculous number of prompts, only to reach a woman who wouldn't give me a number to reach management. She took my information and assured me I would get a return call within two business days. Still nothing. I think they should refund my money and maybe even pay for me to hire another company to repair the damage. It's so discouraging that the season is halfway gone and my grass may not recover. Please help me to get some sort of resolution for these issues.

  

  Business Response

  Date: 07/29/2022

  Both the ************** Team and the local management team have been in contact with the customer regarding the condition of her lawn.  One of our service managers did a free weed treatment earlier this week, and will be going back out in 2 weeks to check on the results of that service.  We have also told her we will be doing an aeration and seeding on the lawn at no charge this fall to help the lawn recover.  The local management team and the ************** Team will continue to follow up with the customer to make sure the lawn is improving.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 17577165
  
  I am rejecting this response because: They killed my lawn and somehow caused huge weeds of a type I never had to grow all over my yard. I'm 78 years old and paid for a year's service. I'm heartbroken.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/05/2023

  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 service manager ***************************** has contacted the customer by phone, confirming their lawn is in bad shape and account will remain closed/cancelled, confirming a refund has been processed for $99.65 to be refunded back to the credit card on file within the next 3-7 business days,
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/18/2022

  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.

  On 3/17/2022 TruGreen was paid in advance $292.08 to service my yard 7 times. A tech showed up 2 times. The 1st. time the tech half sprayed my yard, I reviewed his work on camera. He stood around doing nothing and half sprayed the yard. A week or so later, the yard was looking worse, there where weeds every where. The 2nd time was not much better. Again he did not service my yard, and the pictures speak for themselves. The 3rd time was a no show. I want the full refund, $292.08 that I paid TruGreen up front. If you pay in advance the techs do nothing or the don't even show up.

  

  Business Response

  Date: 08/03/2022

  A member of our ************** Team spoke to this customer today.  We apologized for the experience she had with us.  The unused portion of her prepayment has already been refunded, and she will be receiving an additional $116.45 for the completed applications.

  Customer Answer

  Date: 08/05/2022

   
  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:07/17/2022

  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.

  On May 31st, 2022, we signed up for lawn and mosquito treatments for our yard. On June 3rd the first treatments were completed. On the 5th of July our second treatment was completed; the technician who sprayed for mosquitos did an incredible job, but the technician spraying the lawn only sprayed the front yard. He placed two signs where he sprayed, but that was it. Our home is surrounded by security cameras, so I checked the videos and verified that neither side yard nor back yard was treated. I called the national TruGreen line as well as emailed the salesman I purchased the plan from and a re-treatment date was set. On Monday, July 11, I received a text notification that ******* W would be at my home to spray the 3/4 of my yard that was missed the week before. The service summary says ******* arrived at our home at 8:47am and completed our service, but no one from TruGreen was at my home on that day. We were in the backyard when our technician was supposed to be at our home and we would have seen anyone in the backyard with us, or one side of the house and half of the other side. No one showed up. No signs showing the areas that were treated, nothing. I called the national number at 12:34pm on Wednesday July 13th and the customer service rep said a supervisor would contact me within 24 hours. 5 days later that hasn't happened either. For years we had wonderful service with TruGreen in ******, **; what a shame the ** branch is so bad. We are cancelling our contract and need our payment for the second lawn treatment refunded. I would like the second treatment completed, but I've learned TruGreen in ** doesn't do what you pay them them to do. I also don't understand how a company with so many complaints can carry a B+ rating with the BBB.

  

  Business Response

  Date: 07/19/2022

  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 a reservice to return to complete the lawn application is scheduled for 07/22/22, confirming the next lawn application will be waived as a courtesy to the customer, apologizing for any inconvenience caused and lack of communication.
  
  

  Customer Answer

  Date: 07/25/2022

   
  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. ****** D arrived on the 22nd and did an excellent job, which is exactly what we had come to expect from our experience with TruGreen in *****. We hope our ********* service technicians in the future will be as good ****************
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/17/2022

  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.

  Trugreen purchased the company we had lawn service with back in the summer of 2021. I received written notification of the purchase and that Trugreen intended to complete the contract. I had no desire to do any business with Trugreen. I contacted them immediately and advised I wanted no services from them. After a couple of calls they agreed to refund the remaining portion of the service contract. I received a check from them last summer. I believed our business to be done. For 2022 Trugreen advised when they would be on my property for services, over the phone I advised we do not want their services, nor do they have any agreement as such. Their technician did not arrive, nor did they provide service, until this past week. They sprayed chemicals on a property they were the home owner has given no acceptence of any services. The property owner has specifically advised they are not welcome on my property. Yet, I come home and they have sprayed my yard and will be sending me an invoice. They were at my property on 7/14, *****************************, Specialist ****** ***************************, ******************************* license#****** Supervisor. Work Order #**********. How this business can spray chemicals on properties they have no right being on is poor management, or unethical business practices.

  

  Business Response

  Date: 07/19/2022

  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, the balance on the account has been waived, confirming no services will be further completed on the lawn.
  

• Initial Complaint

  Date:07/17/2022

  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.

  I had fertilizer burn on my lawn in May. It took 2 weeks and countless phone calls to get someone out to rake it out and put down grass seeds. I declined fertilizer service in June which was less than 2 weeks after someone came to put down grass seeds. It hadn't even grown in yet. I said maybe in July. The guy came the next week which was still June. I declined again. Now, it is July. He came out again and the grass grew but was a little patchy but better. I let him do it. Now my lawn is even worse. When I called, the customer service rep at the office who should be fired said they resolved it in May from her notes. He put down seeds. She never asked whether it was satisfactory and she never addressed that I have the issue again. The way she sounded you would think they were paying me. I have paid them money to basically destroy my lawn. I am attaching 2 pictures of my lawn last year. There is 1 picture from May the first time was lawn was burned. The other pictures are from yesterday. It is extremely hard reaching someone at the local office. They sometimes have incoming calls rerouted to a main customer service office. All they do is type in notes of the conversation and send it to the local office. Whenever they do call back, I am not home because they always use my home phone number even though I have told them numerous times to call my cellphone number.

  

  Business Response

  Date: 07/27/2022

  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, TruGreen branch service manager, *************************** has visited the customers property and treated the damaged areas by applying lime and seed. ******************** will return to the customers property in the fall to Aerate and Seed if the damaged areas havent recovered. 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17578856
  
  

  Complaint ID: #******** Why is this case closed? I never received an email at the end of July showing the latest message. I just happened to search on the site today to see it. Yes, Trugreen did say they would come out in the Fall for aeration and seeding but this hasn't been done yet since we are not at that time yet. My grass is still the same. The seeding and lime that was done in July did nothing. It was over 90 degrees during that time. I do not trust anything they say at this point about what they will do until it is done. I already tried calling the manager as it looks like someone called me from TruGreen on my home telephone number but did not leave a message. I told them not to use that number as I don't use it. This could be a tactic they use to say they were trying to reach me but couldn't. It is almost nearly impossible to get the person I need to speak to on the phone. I want this case to remain open until the issue is resolved.

  Sent from ***************************** (************************)

  
  

  

  Business Response

  Date: 09/08/2022

  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, the customers Aeration and Seeding has been scheduled for 9/09/2022. Corporate care has been in contact with the customer and will continue to follow up with her thru out this process.   

  Customer Answer

  Date: 09/09/2022

   
  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. Since this is my lawn, it cannot be determined at this time whether their actions will fix problem. I am hopeful it will. I just want to ensure that they will follow to check the status of my lawn after seeding it. My lawn currently has several bald spots and *****. It was not in the condition prior to their treatment so I want my lawn to back to its original condition at the least.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/17/2022

  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 reached out to TruGreen in regards to the employee that was scheduled to fertilize my lawn. The complaint was the very first time this employee came out he didn't spray. He simply put up the treatment sign and left. I called and complained, I was offered a reservice for free. I said that would be fine but I wanted to be home so I could make sure my lawn was properly treated, so to wait for me to schedule the appointment. I get a text saying that the very same employee was coming back to fertilize my lawn. Once again he sprayed, an area of grass that wasn't mine, and a few spots in the back lawn and never treated the front lawn. I called and complained this was on 7/13/2022 I believe. I was supposed to receive a call from the manager, and it has been four days and still no contact, when I was told 24 hours. The poor customer service, has caused me to cancel my service and go to another lawn fertilizer company.

  

  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, TruGreen branch service manager, ********************* spoke with the customer and visited the customers property to evaluate the customers lawn. **************** stated that the customer has Centipede and ******* type grass on the lawn with a lot of grassy weeds. He stated that the customer was also expecting our application to establish turf in the back lawn which is does not. The customer has a lot of dirt and ********************** does not treat dirt. The customer has already been refunded and their account has already been cancelled. 

• Initial Complaint

  Date:07/15/2022

  Type:Order 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 purchase a year contract for services to our property and only a portion of those services were met.TruGreen has not met their contractual duties that were paid for in advance. I had to call to find out when our services on our property were going to be taken care of, that ***** was the last time they were out to fertilize. I was told they would be out on July 12th ( already late from what the contract has stated) they did not show up, I called again and was told they would be out July 14th at 7:00am due to our weather being 100 degrees and needed the lawn fertilized before reaching 80 degrees and once again no show, I called again and was told that they were coming out between 3p and 8p and they could not fertilize due to the temperature but could assess our lawn to see what it needed no show. I asked that the manger to call me since they could not give us the actual number of the office in ****** ****** or the number of the manager, once again no call back. We have cancelled our services and want a refund of $188.85 due to us. This has got to be the worst business that I have ever dealt with and they should be closed down. I can guarantee that there will be more complaints against this company in Sparks.

  

  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 active account, corporate care contacted the customer and spoke with her on 7/18/2022. The customers service was also completed on 7/18/2022. Since their service corporate care has been reaching out to the customer via email as well as by phone and the customer has not answered our calls or responded to any emails. If the customer has any other questions or concerns,they should contact us directly at **************. 

• Initial Complaint

  Date:07/15/2022

  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.

  Re: ********** My issue with this company goes back to March of this year. I purchased my brand new home in the Spring of 2020. Since I had a long lasting relationship with this company from my old house, and I was greatly satisfied, they were my first choice. The first year in my home my yard looked fantastic! I was proud to have the TruGreen sign in my yard, but something happened, somewhere (my yard looked like I had sprayed a leopard stencil on it ), so I reached out to them to find out what was going on. They said it was probably weedsblah, blah, blah, but we will send someone out to see whats going on. A few days later I received a text notification a technician was on their way. GREAT! I wanted to talk to them anyway. I get another text stating ****** was here. Thats odd. Im here, on my front porch, waiting to speak to said ******. Im waiting and ANOTHER text went off stating my treatment had been completed. Interesting. I immediately call TruGreen and tell them no one showed up at my house because I was HOME. Not only that, I have Ring. The lady on the phone was shocked! It gets better. They had the audacity to send me a ****!!! Ive told them over and over I do not trust them, and as far as I know theyve committed theft of service, and no wonder my yard looks like c*** Ive begged them to put their signs in my yard now, so people dont use them around here, only they dont come by here. They just billed me for services I never got, and I have the *************** (on file with THEM) to prove it. Ive asked to cancel, on numerous occasions, but they still keep harassing me by sending me e-mails on overdue bills. Its causing me undue anxiety (documented e-mails) getting these bills I know I shouldnt pay, and the realization this could negatively impact my credit. Im requesting a refund for the services NOT RENDERED, so I can fix my yard, and dissolution of any further contact.

  

  Business Response

  Date: 07/29/2022

  A member of our local management team spoke with this customer on 7/18.  He discussed the concerns she had with the service.  He agreed credit the open balance on the account ($577.93).  We also had a senior technician evaluate the property and do a free re-treatment on 7/25.  ****************** Team will continue to follow up with the customer over the next few weeks to check on the condition of the lawn.

  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:07/15/2022

  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.

  Unsatisfactory lawn service. Use of minimal fertilizer, ticket even shows actual usage of half what it should be as listed on original contract. Billing double that specified in letter (email) from TruGreen.Difficulty in getting response from local branch or customer service. Have cancelled service but still have billing double what was in writing.Horrible incomplete service and deceptive billing which has been disputed with no resolution.

  

  Business Response

  Date: 07/19/2022

  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 grub control application in the amount of $107.14 will be refunded back to the credit card on file within the next 3-7 business days, confirming the customer will remove the dispute for the grub application with their financial institution, confirming the lawn application will be waived in the amount of $53.55 at $0 cost to the customer, apologizing to the customer for lack of results and inconvenience caused.
  

  Customer Answer

  Date: 07/19/2022

   
  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.
  
  Sincerely,
  
  *****************