Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,850 total complaints in the last 3 years.
- 476 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:07/11/2022
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 am hired Truegreen for a fertilization program for my lawn. On 6/28, their tech stopped by for the second fertilization, weed control, and pesticide of the season. The yard smelled like ammonia at the end of the day. two days lated I was surprised to find the whole yard, front and back, full of large yellow patches. It seems that their tech sprayed the wrong chemical or the wrong concentration. The yard looked really ugly. I hired another lawn person, who verified that a wrong chemical was applied. I called Truegreen on 7/2 to come and check the yard because it seems that they destroyed it. They refused to send someone on the same day and the person who responded was so rude and refused for anyone to come except after few days. I started sprinkling the yard a month before the incident 3 days a week. The lawn was beautiful and I had by accident a picture one week before the incident. When I found the yellow patches, I started sprinkling it everyday. In order to check what went wrong, they sent the same guy who applied the wrong chemical and of course his report was he did not do anything wrong and it is the heat that caused that and advised me to water more frequently (he did not know that I am watering everyday) This is understandable if he writes otherwise he might lose his job. If Truegreen wanted to know what went wrong, they could have sent another person, but they do not care. I am now left with a destroyed yard and no help or compensation from the company that destroyed it
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 active account, TruGreen branch service manager, ***************************** has agreed to credit the customers last two applications and to provide a free Aeration and Seeding in the Fall.Customer Answer
Date: 07/14/2022
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:07/11/2022
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 hired TruGreen for lawncare in July 2021 for my newly built house and prepaid for a year. I will show the progression of disappointment in the photos. Several complaints: 1) Notifications of their technicians servicing my yard, but my outdoor camera's told otherwise 2) Killed my back yard grass and not the weeds 3) Notification of Aeration and overseeding services - I will show pics of the first job and then the second job after I complained there were no seeds from the first one. I stood outside with the second job and he did plant seeds. 4) Killed 16 newly planted ************************ trees - their technician admitted that what he was spraying killed the trees and when asked why he would spray it on the trees his response was "you didn't tell us not to". 5) After this admission in May, I called to cancel my autorenewal and was told that I couldn't cancel my services until August. 6) I called a few weeks ago in June and told them I did not want them back on my property and that I wanted to cancel, they stated they were canceling my services. I have not received any notification or documentation of the cancelation and am concerned they will auto renew in August. I have asked for a refund, but I believe they should reimburse me for the $1300 for the trees they killed instead. The time I've spent on the phone trying to get service and cancel service has been challenging. I would not recommend this company!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 inactive account, corporate customer care contacted the customer directly by apologizing for any inconvenience caused, confirming by the general manager ***************************, the customer will be reimbursed for $1300 for damaged trees, confirming the refund is being handled by the claims department and a check will be dispensed within the next ***** business days.Initial Complaint
Date:07/09/2022
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.
We recently contacted Trugreen to start new service. On the day a person named ******* was scheduled to do the first service a text was sent several times during the day indicating the time he would arrive at my house. After waiting all day, I got a text around 4:45 pm indicating the service could not be performed because the gate was locked. We do not have a fence so there is no gate! The next text had me rescheduled for the following week when we would be on vacation. Sensing something was not right, I called Trugreen to report what happened and to request that the service be cancelled. After that I received several text (even while on vacation) indicating this person named ******* would be going to our house for service. So, while on vacation I had to call Trugreen again to tell them to not send anyone to our house and to remind them that the service was cancelled. When we returned from vacation they texted me again indicating ******* was coming to our house for service. I called Trugreen again and reminded them that I had cancelled the service and they assurred me that no one would be contacting me again. This morning I heard someone in my yard and it was a man from Trugreen on a machine in my front yard! I went outside to confront him and he said he was there to arreate my yard. Not only did I NOT request the service, but they were getting ready to destroy sod that was laid only two months ago and it does not need to be arreated. I DO NOT want these people to come to my house anymore for any reason especially without my knowledge. They are harrassing me, trespassing on my property and trying to destroy our lawn which cost us a lot of money to install. How many phone calls do I need to make before they leave us alone? My next step is to pursue legal help to get them to stop bothering us. This complaint is to warn others to BEWARE. Someone somewhere is ruining Trugreens reputation.Business Response
Date: 07/13/2022
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/or lack of communication, confirming the account has been cancelled/closed, the customer requested no further contact going forward and they will be placed in our DO NOT CONTACT queue.Customer Answer
Date: 07/14/2022
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,
G UdohInitial Complaint
Date:07/09/2022
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.
Tru Green was supposed to perform lawn service on my property. I saw the truck park across the street at a different house that I know uses the same company. About 2 minutes later I received a text saying the technician was on my property. About 15 minutes later I received a text with a downloadable **** saying the service was completed. The technician never went into our back yard and did the service. I was in the kitchen looking outside and he never came in. He did leave a sign in the front yard saying they were here.Business Response
Date: 07/13/2022
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 confirming a refund of $102.50 will be refunded within the next 3-7 business days to the credit card on file,apologizing for the inconvenience, confirming just the lawn application has been cancelled/closed, confirming the mosquito and tree & shrub applications will remain active.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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