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.
- 475 complaints closed in the last 12 months.
If you've experienced an issue
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:07/14/2022
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 damaged my gate about a year ago. *After my spouse requested compensation for our troubles - and since we remained committed customers in spite of this - TruGreen treated HALF our yard for mosquitoes free of charge. Finally someone showed up to fix our gate a week ago. But the gate was the wrong size. A week later, I have received no update from ************************* with regards to this matter. I reached out as I consistently have had to do the past year without any response. I have left several messages for the customer service team -who claim they have no direct number for a manager - to have someone contact me about this. They submit my request for a call but I do not get one. Id like someone above ************************* to take the reigns on this gate repair and get it taken care of immediately. The fence company is *** with Fredericksburg Fences (P) **************. Please someone reach out to him and sign the new contract so we can get this done! Also Id appreciate a *significant* compensation with regards to this seasons service since Ive had to take so much time to make phone calls, send emails, and even contact the BBB on this matter. This is beyond ridiculous! Take care of your customers!
Business Response
Date: 07/18/2022
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 contact has been made by the general manager *******************************, apologizing for the inconvenience caused, confirming the fence company has ordered the materials and will complete the repairs once the materials arrive, confirming the customer will receive a free fall aeration & overseeding, confirming if questions and/or concerns arise the customer can contact the general manager directly.Initial Complaint
Date:07/14/2022
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 charged me for a lawn service that never happened. The date of the service was June 28th. I called them to report it and they told me they will send a technician on July 5th but no one showed up. I called them again and they told me they would send another technician on July 14th but no one showed up. I can't seem to get a straight answer as to why no one shows up, yet, I get an email from them every time saying that they'd completed a service. It is very frustrating as I have spent a lot of time trying to get a resolution but to no avail. Appreciate any help you can provide. Regards,*********************Business Response
Date: 07/20/2022
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 customer care contacted the customer directly, and spoke with the customer regarding his concerns. The customer also confirmed that his service has been completed.Initial Complaint
Date:07/14/2022
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 cancelled TruGreen lawn service in June 2022, because I no longer wanted to pay for their services. I was contacted at least two times in the next 24 hours for an upsell of their services. I notified TruGreen on both calls that I no longer wanted to be contacted, and asked them to take me off their calling list. I have received 8 calls in the last two weeks, most from different phone numbers making it difficult to block the numbers. I would like no further contact by TruGreen.Business Response
Date: 07/15/2022
I have been in communication with this customer by email. We have placed them on our internal do not contact list. I explained to the customer that it can take up to 30 days for his information to be scrubbed from all calling material. The customer understands, and is satisfied with the resolution.Customer Answer
Date: 07/15/2022
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:07/14/2022
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 paying for lawn care treatments but it is impossible to get someone out to your property to actually treat your lawn. They are quick to take your money but not actually do what you pay them to do. They are also impossible to get on the phone and speak to someone competent.Business Response
Date: 07/18/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with
your concerns.
In review of the customer’s active account, corporate
customer care contacted the customer directly confirming contact has been made
by the service manager Javier Silva, apologizing for any inconvenience caused
and lack of results, confirming a reservice to re-do the pest control
application was completed on 07/15/22 and overall customer satisfaction was
achieved.Customer Answer
Date: 07/18/2022
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:07/14/2022
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.
Paying for lawn services that are not performed. 7/12/22 the service tech was only at my home for a few minutes and claimed to have performed the service. 7/13/22 I was charged for a service and no one showed up. I was at home both days. I would gladly handle this myself if I could connect to a local person on the phone. I have called 6 different numbers and cannot reach someone local. Today 7/14/22 I cancelled my account while talking to someone in another state. On every call where I did reach a human I indicated that I would like a local manager to call me back but I have not receive a call.Business Response
Date: 07/15/2022
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 apologizing for any inconvenience caused and lack of communication, educating the customer,confirming the account is cancelled/closed, confirming a refund for $71.95 for the lime application will be refunded back to the credit card on file within the next 3-7 business days, confirming the balance for the lawn application for $66.92 has been waived.Customer Answer
Date: 07/15/2022
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:07/14/2022
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.
Enrolled in a lawn service that comes on a monthly basis to deliver and apply treatment to my lawn, Instructed that noone had to be home for the service, Been a customer for several years. On the date in question 7/7/2022, I was home and my car was being serviced( so no car in the driveway). I watched the TruGreen truck pull up stay for about 10 minutes in front of my house( noone ever left the truck) and then pull away. The next morning I received an email to view my account and listed was an invoice for the service that was done on 7/7/2022. Called to speak to a representative about this, they would check with driver and see what happened. They stated they would take the charge of the account, but it would take some time. This was a fradulent charge, how do I know that this isnt being done on a regular basis, I just happened to be home and this was noticed, did it happen on other visits ??Business Response
Date: 07/20/2022
Both the general manager and I spoke with this customer and apologized for the behavior of the technician. The customer was appreciative of the quick response.Initial Complaint
Date:07/14/2022
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 11 2022 i tried to call tru green cs i must have called 5 diff numbers before i got cs {i think} i asked them if i could get someone to come and look at my grass at my home where i have paid them to fertilize and sprayfor weeds they asked what the problem was and i told them that my yard is full of weeds and crabgrass that i have paid them to get rid of whoever i talked to said they would have someone contact me within 3-5 days about the problem this shows at leastto me tru green does not think much about their customers making them wait so longfor them to just call me i pay them a lot of money and want the job that i paid for done rightBusiness 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 active account, TruGreen branch service manager, ********************************* visited the customers home and stated that the customer has weeds throughout the lawn. ********************** also stated that the customer has wild violets and explained to the customer that it would take multiple applications to control. The customer also has insect damage, but the customer doesnt have insect **********************. ********************** will continue to follow up with the customer.Customer Answer
Date: 07/23/2022
Complaint: 17566145
I am rejecting this response because:
Sincerely,
*****************Initial Complaint
Date:07/14/2022
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.
Hired TruGreen for full service paid for a full year upfront, lawn has looked worse than before they started. I requested to cancel service they sent a tech out to see what the issues were "the tech told me I was mowing too close and scalping my yard, which is untrue. also he noted to his company that he treated it that day free treatment, I did not want . Tech came out to do a free treatment and ended up burning my yard up instead. I have requested a full refund and only received partial refund less the treatments they did? I'm due the rest of my money, several phone calls from people of which can't communicate, have yet to refund my all my money, although one person said I was getting a full refund. The next person said I get the amount that I have been refunded which is partial. Recommend you don't treat someone's yard you can't do anything about just to take their money.Business Response
Date: 07/15/2022
I spoke with this customer yesterday afternoon. We discussed the service he had received and the technician's assessment of his lawn. We have agreed to refund him for the services completed on his property.Customer Answer
Date: 07/15/2022
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:07/13/2022
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.
Lawncare application was postponed without any notice to 4 weeks later than scheduled date (06-02-2022) during the peak of growing season and summer, which led to lawn damage. When I finally called and rescheduled it, they agreed to perform the application on *****-2022. On that day, a yard sign was placed on my front yard saying application was done but a week later, the lawn continued to get worse, which is a proof that the application was not done and they simply left a yard sign. (Trugreen is notorious for this). My calls were ignored. I had to do the fertilizer application myself because I couldnt wait for weeks while the lawn is dying away. When I finally posted a ****** review, they reached out to me and a service manager visited my yard and said a refund is in process for the missed application of fertilizer and grub control (supposedly done on *****). It has been 10 days since then and i havent received any call/email about the refund. They never respond to any calls and there is no email communication to keep track of any complaints. I am owed a refund for 2 applications (1 fertilizer and 1 grub control)Business Response
Date: 07/14/2022
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, a refund has been entered.Customer Answer
Date: 07/14/2022
Complaint: 17564180
I am rejecting this response because The response did not specify how much refund is being given and if theyre going to refund me for the applications done on 06/20/2022.
Sincerely,
*************************Business Response
Date: 07/20/2022
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 $114.14 was issued to the customer on 7/16/2022. If the customer hasnt received the refund, they should contact their financial institution.Initial Complaint
Date:07/13/2022
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.
Ive been a customer of ********************** for almost a decade. For the last few years, weeds have progressively taken over my front yard. My front yard is currently +50% weeds. I have been calling and emailing monthly since last summer to have a manager come look at my yard. I also email photos of my front yard. Their guarantee states they will gladly visit my property between scheduled visits to ensure satisfaction. Thats false as Ive been begging to have a Mgr come see my lawn. The call center and customer service reps tell me they cant do that and push me off to my next scheduled appointment. Im also told each time it may take up to **** weeks to see results and I should give it time. When I call them back after 8 weeks to tell them the weeds havent even wilted, they tell me I have another appointment on schedule and will tell the tech about the issue (which they dont). Its a vicious cycle. Each appointment, I speak to the tech. They are unable to help me and cant give me a name of anyone in management. But they are all dumbfounded by the amount of weeds they see. They also see my neighbors green yards and acknowledge my backyard looks good but front yard looks worse. I would like Trugreen to either repair my front yard to match the grass in my backyard or refund my entire prepaid contract.Business Response
Date: 07/20/2022
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 met with the customer and evaluated her lawn. ****************** stated that the customer has wild violets, and he will continue to treat them to get better results for the customer.Customer Answer
Date: 07/24/2022
Complaint: 17562141
I am rejecting this response because: Trugreen has been responsible for caring for my lawn for many years. Because the technicians were uneducated as to what my problem was, the wild violets were allowed spread across my entire front lawn (even as I inquired with technicians over the last 2 years as to why nothing was dying).If the issue had been treated when they first appeared, It never would have gotten this bad. The ** never apologized, nor was he aware that we have been long time customers. He tried to tell me these violets were from the original build of my home over 20 years ago and had finally made their way to the surface (implying Trugreen wasnt at fault).
He indicated these violets can only be treated when blooming and *** have to watch them spread until October. At which time, he told me to contact him to schedule an appointment to have them sprayed (also noting the window of opportunity to treat is small). He told me the technicians are not allowed to treat these violets as it requires spot treatments and a chemical they do not use.
It took me over a year and a complaint with the BBB to finally get someone out to look at my yard. I have little faith *** get through to a Mgr in October. He gave me no assurance that this will not cost me any additional fees.
i also have no idea if I will require a complete reseeding of my lawn considering the amount of wild violets in my lawn. I am not willing to close this case until Trugreen can successfully treat the violets, I am certain my lawn does not need to be reseeded and there are no additional costs to me for their negligence.
Sincerely,
*********************Business Response
Date: 08/16/2022
In review of the customers active account, TruGreen branch general manager, ***************************** met the customer at her home and evaluated her lawn. ****************** that the customer has wild violets and due to the weather right now these violets cant be treated until there is cooler weather. ****************** has stated that he will treat her lawn for the violets in the Fall. Corporate care and ****************** have both attempted to reachout to this customer by phone leaving voicemails and via email several times for the customer to return our calls.Customer Answer
Date: 08/24/2022
Complaint: 17562141
I am rejecting this resolution as there is no resolution until the wild violets are gone.Trugreen also does not acknowledge that it s their lack of service that caused the violets to grow in mass over the last few years. They have not offered a refund nor discount on future service. They would like me to accept a promise that they will repair my lawn.
I acknowledge Ive been told to contact Trugreen when I see the wild violets are blooming within an approximate one week undetermined window this fall. I will accept resolution once the wild violets are treated and are no longer a problem. The manager stated it will take more than one treatment and they will need to be treated again in the spring when they bloom.
There is also no reason for continued weekly communication at this time as Trugreen has stated there is nothing they can do to treat them initially until the violets bloom sometime in the fall.
Sincerely,
*********************
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