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:07/12/2022
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 sprayed my lawn and caused fertilizer burn in several areas about a month ago. I have made numerous calls requesting a supervisor to call me, I have also sent numerous emails, with no response. I have had on 2 separate occasions a trugreen crew come to my house to spray again and I told them no, that they were supposed to be at my house to repair the damage, and they had no clue about the complaint. Yesterday a crew showed up again to spray, I told them no, had them take pictures, ***, said he was going to speak to his supervisor and have him call me. I still havent spoken to anyone. Please help me. We are now into July, hot dry weather, not the best time to be trying to start new grass.
Business Response
Date: 07/15/2022
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 the customer stated that she has been in contact with TruGreen branch service manager, ***************************** and he is taking care of her concerns.Initial Complaint
Date:07/12/2022
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.
Earlier this year I paid for an annual lawn service contract with TruGreen. The annual amount was paid in full upfront. I received one service/treatment about 2-3 months ago. I was supposed to receive a second service/treatment on June 6, 2022. The technician was in our neighborhood treating the lawns of our neighbors, including the neighbor whose lawn adjoins ours. Our lawn was not treated. That same day I wrote to the TruGreen contact (******************* - ************ - ***************************************** and explained about the missed service. I have received no reply despite numerous further attempts to contact him. Mr. ****** complete lack of concern about customer service is amazing. ************** is remarkably prompt responding to emails and texts when he is trying to sell TruGreen services to new customers, but those same communication skills elude him when it comes to responding to questions from existing customers.Business Response
Date: 07/14/2022
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 apologizing for any inconvenience caused, customer confirmed he has had contact with ******************************* in ************* & Retention for customer **************************** going forward, confirming the next scheduled lawn application will be 08/04/22 (weather permitting)Initial Complaint
Date:07/12/2022
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.
Since may 2022 I have not received a **** for services from trugreen, this is after I removed them from autopsy, and they were informed of this, I removed them because one month they charged for two services, without informing me, I then decided that I would pay monthly thru mail,so I could keep track of what I was billed, since may I have called numerous times requesting a ****, and being told It will be done or I is on the way ,I would call requesting the **** then they would send collections after me and I would once again request a ****. All I want is a **** sent soi can pay it , I will not do automatic payment as I have lost trust in this company, can the bbb help me get a **** and a apology as I have been trying for two months now, also everyone I speak to gives me different numbers for corporate, I would like to receive a **** an have them remove anything negative regarding this from my credit, would like that in writing, and a apology for wasting my time and effort to get this done ,this is a last resortBusiness 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 has spoken with the customer and the customer stated that he has received his invoices by mail.Customer Answer
Date: 07/26/2022
Complaint: 17555182
I am rejecting this response because:
Sincerely,
I have finally received a **** after 3 months , which I appreciate. But am not happy that trugreen sent a **** stating that the **** is overdue. And any future services are on hold till paid,and asking for prompt payment to prevent collection efforts, This **** was requested by me for three months, and then when they finally send it they make sound as if it is my fault, I would like this company to remove any record of collection action against me, as the **** was not sent by trugreen until I contacted the bbb, furthermore I feel they owe me a apology,for the aggravation I went thru just to get them to send me a ****,
*******************************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 inactive account, corporate customer care contacted the customer directly, to explain to him that his account has been suspended due to non-payment therefor the customers account was put on suspension. The customer stated that he requested to have his invoices sent via mail and he hadnt received the invoice in the mail. The invoices were sent out by several representatives upon the customers request. The customer stated that he never received the invoices in the mail. Corporate care sent out the invoice as well both mail and via email. The customer stated that he has sent a check in the mail, and he wants his account cancelled and nothing further to do with TruGreen. I will also add the customer to the do not contact list.Customer Answer
Date: 08/07/2022
Complaint: 17555182
I am rejecting this response because:
Business trugreen fails to mention I had been requesting a **** for over a month,and there deceptive business practices , by withholding a **** and then claiming I would not pay it is beyond belief , I was also informed by lequana at corporate that the account was on hold until I received a **** ,I do not arbitrarily pay for services without a ****, they also fail to mention that they double **** some months without informing the customer ,and this is why they were removed from auto pay,this companies billing and ethical compass is very questionable, and I am asking to be removed from your list, and also to for this company to also apologize for the misinformation they are putting
Sincerely,
*******************************Initial Complaint
Date:07/12/2022
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.
Multiple calls to customer service and I still have received resolution. There is NOT a local representative or regional manager that can come and walk my property to assess all of the damage. I had to remove five (5) shrubs and a sixth **** is completely burned from their chemicals, down to the trunk. It will not recover and it has to be replaced. All custom service representatives (sourced out call center) opinion's on what the problem is, is all a guess or placating and smoothing over my issue. I finally received a call from a local manager and he too guessed at issue. I asked if hed come out and walk the props with me and he said oh no, that would be me. We dont have anyone that can do that and we dont have regional manager. He said I will find someone to walk the property with you but it will take 24 to 48 hours. That was over a week ago. They take my money, ruin my lawn and shrubs but the dont have local support or solutions. They refunded the $63.00 service that ruined my lawn but they didnt address how they will fix the lawn or the son (6) shrubs I lost.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 the service manager *********************** went out the property and inspected the boxwoods which was caused by poor drainage or transplant shock due to root rot, apologizing for any inconvenience and lack of results, offering a free fall aeration & overseeding in the amount of $243.36, crediting one lawn application in the amount of $67.35 and crediting for one tree & shrub application in the amount of $53.44 for lack of results.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,
*************************Initial Complaint
Date:07/12/2022
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 filled a complaint last week (case#*****) someone from TruGreen (Mrs.ZW) called me during my work hours and left me a message with their main phone line #. I called back the # and couldn't reach Mrs. *** She also sent me an email on July 7th I quickly replied and didn't hear back. I sent her another email to day and added:I didn't hear back from you. Just to add to the problems, I received a call saying that on Friday July 8th tech will come to provide service, Then I received another call saying that no, they changed the schedule to Monday to send someone with more experience. I changed my work schedule to be home to discuss the issues with the tech. Not only did nobody show up but also I didn't get any call for the reason or for re-scheduling. Today I called again and the customer service guy had no idea what was going on. He only said I am going to send someone this week. He couldn't even tell me what day.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 via phone on ***** and *****. Corporate customer care has responded to customer's review posted on ***** review #*****.Initial Complaint
Date:07/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We took the mosquito protection and in April the technician sprayed while it was pouring down rain. It took two weeks to reschedule due to the inadequate scheduling process this company has. When you ask for a reservice they tell you the day that they schedule you and it gets changed and you dont have any way to speak with a manager on duty. The customer service rep will tell you they will contact someone to call you and if they call and your not able to answer they leave message and you are directed back to the same number and never get to speak with a manager. On July 8 they sent an email telling me my mosquito service was completed. I knew it had not been done because I have ring doorbell and no one came. I went outside to see and the neighbors had a sign in their yard saying they had a mosquito treatment. They dont have mosquito treatment and my **** with my information was left on their front door. I made pictures of it all and called to tell the rep they had sprayed the wrong yard. Now we have our numbers of our home on our mailboxes due to 911. The rep said she was sorry and would get someone out on Monday the 11th. I called today and it was listed as a reservice and said it would be the 15th. This was not a reservice it was never serviced. I told them that was not acceptable and I needed someone today since that was what I was told. They said they could not get in touch with people who did the spraying and I asked to speak to a manager. Here again I was told one would call and I waited all day and received no call. The complaint is this company has no coordination between their service reps and managerial people or the people who service your lawn. Furthermore as a consumer we have no recourse to speak with anyone who can fix the problems in a timely manner and their scheduling is done and changed without the consumers knowledge. I am highly disappointed in this companys managerial hierarchy and their scheduling procedures.Business Response
Date: 07/19/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
TRUGREEN apologizes for the concerns you have expressed,and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers,expect.
In review of the customers active account, a credit has been issued. Corporate customer care contacted the customer directly, to speak with her regarding her concerns. The customers account has been documented and noted with all the customers concerns. If the customer has any other concerns the customer should contact ********************** immediately.Initial Complaint
Date:07/11/2022
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 want to file a complaint against H313432353232353334**H Services for fraud. Attached is a letter I sent to them after failure to provide services.I asked that all services be prescheduled so I could be present.Thank you for your assistance.Letter to H313432353232353334**H:Again, I am clarifying that your services are no longer required: You are fired.On Saturday, June 11, a technician parked in front of my home, sprayed a little something on the front lawn, and left, never entering the backyard. Dezmond M arrived at 7:09 and left at 7:13. Within that 4 minute window he was supposed to have completed the regular lawn service and grub control.He appeared only once on my security camera (front lawn). I waited at the back door so I could clarify what needed to be treated. He left without finishing the front yard, and not doing any of the backyard. I texted asking when he was going to return to finish this service. I was referred to your help line. I spoke with someone who said I no longer required your services as this is not a new problem. Suddenly, I was disconnected. I called back, went through the menu, and got disconnected again. I received a recorded message from your company asking me to complete a customer survey. After my second very negative response, I was disconnected yet again! I never spoke again with a customer service representative.Wednesday, June 15, I received a text saying that my free service would be June 16. I responded to that text with "Do not come. You have been fired for lack of service."Thursday, June 16, ***** J arrived anyway. I stopped him from doing any work, explaining I had fired H313432353232353334**H. I then get another text saying, ***** J was "unable to perform your free service."Friday, June 17, I get a text from my ************ will be Monday, June 20.I no longer attempted to call your help line or send text message.Monday, June 20, I was not home when ***** R showed up to "ensure your satisfH33303438****34343634H." This time the text shows a time lapse of 14 minutes. However, my security cameras failed to find *****.So, by now, you should understand why I refuse to pay for this "service." You may also go back to my account and see this has been a recurring problem. During last fall&#**;s aeration and reseeding it took 3 attempts to get seed on the ground. My security cameras picked up nothing for the first attempt. The second attempt showed only someone running across my lawn to put a **** on my door. The third time two people came and actually aerated and seeded. Unfortunately, by then it was too late in the growing season.I wonder how many other services I did not get before I installed my cameras. A copy of this letter will be sent to the H333735363534353136**H as I feel I have been a victim of fraud.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 balance on the account has been waived due to services not rendered, confirming the customer will receive a refund for $59.95 by check within the next ***** business days for lack of results, apologizing to the customer for any inconvenience caused.Initial Complaint
Date:07/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have. A contract for lawn service. They supposedly put down weed control, twice now. I attempting to get a manager to discuss their failure in this, their minions screen out any possible discussion with management! Therefore I then atttempted to contact the salesman I dealt with, ************************ at #************ on several ocaisions and have not received any response to date. This appears to be this companys response to calls of a complaint. I am unable to download a copy of my contract from my phone.Business Response
Date: 07/19/2022
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
TRUGREEN apologizes for the concerns you have expressed,and any inconvenience, discomfort, or offense you have experienced; that is not the level of performance and customer service **********************, and our customers,expect.
In review of the customers active account, TruGreen branch service manager, ************************* visited the customers property and treated the lawn and sprayed for weeds.Initial Complaint
Date:07/11/2022
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 stated they performed a service on 7/8/2022. They never performed this service I have cameras and this was never done. I have since then made numerous phone calls to cancel my service and every time they hear cancel they hang up on me. Please cancel my service and refund my card for the service you said you completed..Business Response
Date: 07/12/2022
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, removing the balance on the account due to the service not being completed, confirming the account has been cancelled/cancelled.Customer Answer
Date: 07/12/2022
Complaint: 17550596
I am rejecting this response because:
Looking at my online account I still see a balance.Until the balance is zero on my end I do not accept your response. This is also a result of deceptive trade.
Sincerely,
***********************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 inactive account, corporate customer care contacted the customer directly apologizing for any inconvenience caused, confirming the account has been cancelled/closed, confirming the grub control application in the amount of $113.95 and the lawn application in the amount of $56.97 were credited on 07/13/2022 and there is a $0 balance.Initial Complaint
Date:07/11/2022
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 HAD THERE SERVICE FOR 3 MONTHS. THEY PULL UP TO THE HOUSE AND ONE MIN LATER THEY SAY THE SERIVE WAS COMPLETED . NO HUMAN ON THE **** OF THE ***** CAN DO THAT IN A MIN. I HAVE PROFF ON MY RING AT HOME. IT HAS BEEN NOTHING BUT STRESSFUL AND I CANCALLED MY SERVICE. THIS IS A COMPLETE RIP OFF AND PEOPLE ARE GETTING NOTHING FOR THERE MONEYBusiness Response
Date: 07/12/2022
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 results, confirming the account has been cancelled/closed, confirming a refund for $200.49 has been processed and should be received within the next 3-7 business days to the credit card on file,educating the customer on the services and policy.Customer Answer
Date: 07/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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