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.
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: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,
***********************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 itBusiness 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.
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