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

  100 Mid County Drive Orchard Park, NY 14127

  
• 

  TruGreen

  6855 Appling Farms Pkwy Memphis, TN 38133-4711

  
• 

  Trugreen-Chemlawn

  7665 Commercial Way Ste F Henderson, NV 89011-6630

  
• 

  TruGreen Lawn Care

  80 Walsh Ct. Saint Charles, MO 63301

  

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:03/04/2025

  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.

  We purchased an 8 treatment lawn service to get rid of our weeds. We have paid for the service and we keep getting notifications that they serviced our lawn, but NO ONE has EVER stepped foot on our lawn from TRU Green. We have camera and dates when they are supposed to come and no one ever has come by. We have called multiple times because they continue to charge us for services when they are lying about coming onto our property. I have reached out to Gage one of the supervisors and he has refused to respond or care about what we are dealing with. It could've been a simple and easy resolve. His manager at his location was also neglecting to help the situation. This is a horrible company who steals money without providing services we have paid for. We have tried to cancel and still no one will follow through with what was promised to us. Horrible Horrible Horrible. They are crooks here.

  

  Business Response

  Date: 03/06/2025

  TruGreen spoke with ******* today, 3/6/25, at the number on the account. ********************** apologizes for the customer's experience with the February application not being completed at their property and the lack of follow up they received from the management team and sales contact. TruGreen is investigating these concerns to ensure they are addressed internally accordingly. TruGreen confirmed with ******* that the account is cancelled, and a refund for the February charge of $45.98 was refunded on 3/3/25. This is the only charge that TruGreen has record of. TruGreen confirmed that the 3/3/25 visit was a no charge service, and no further services will be scheduled. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:03/01/2025

  Type:Order 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 signed up to pay one flat fee for a years worth of services. I made that very clear when I initially signed up for service in 2023 the following year I use them again with the same assumptionthat I paid one flat fee for a years worth of service in 2024 and this year, I did not want to use them and no plan to continue using their services unbeknownst to me That they shade slipped in verbiage about reoccurring charges. If I do not contact them this is bad business and defrauding their customers. This level of practice is deceitful. This company should be reprimanded and find for this style of business in deceiving their customer.

  

  Business Response

  Date: 03/03/2025

  TruGreen spoke with Mr. ********* on 3/3/25 and apologized about his experience. TruGreen did advise Mr. ********* that all plans are auto renewed and converted to our easy pay option each year unless we hear from the customers to cancel. ********************** let Mr. ********* know that this information can be found on every service ticket along with our initial letter as well the prepay offer that is sent at the end of each year. As a good faith gesture, TruGreen agreed to cancel the service as requested and refund the service charge from the lawn care application completed on 2/25/25 in the amount of $63.38. It is never TruGreen to provide any unauthorized service and expect the customer to pay for it. Please see the attachments regarding auto renewal. TruGreen considers this matter resolved.

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***** *********

  ***************

  ************************

  
  

• Initial Complaint

  Date:02/24/2025

  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 used TruGreens lawn care service in 2016 in a different state, and although had paid for a full lawn treatment, was only provided with half the promised service and charged for services not rendered. This termination following unsatisfactory service from nearly a decade ago was what I explained to the TruGreen telemarketer in November of 2024 as the primary reason why I do not trust TruGreen and had specifically asked to be removed from their contact list.Since last November, TruGreen has called my phone at least four times each week, with six times this past week I have blocked no less than a dozen numbers but am still receiving daily phone calls listed as TruGreen. If this company could spend half of their attentions on providing quality service instead of making harassing daily phone calls, then they wouldnt need to attempt to call back former clients who discontinued their subpar services.Stop calling me! Dont contact me in any way, shape or form, and remove me from any of your calling lists.

  

  Business Response

  Date: 02/24/2025

  TruGreen apologizes for **** ******** experience both in 2016 as referenced and with the excessive calls at present time. It is never our intention for someone to be charged for service that wasn't properly completed or to inconvenience/overwhelm someone with phone calls. TruGreen did not attempt to reach **** ****** via phone, due to the nature of the complaint and as to not cause any further inconvenience/frustration. TruGreen emailed **** ****** apologizing and advising that the phone number (*************), email address ************************** and physical address (****************************************) have been added to TruGreen's do not contact list. TruGreen advises it can take up to 30 days for the information to be filtered out of any pre-generated material and all calls to stop, but the North NJ Sales Manager has been advised to ensure all representatives remove **** ****** from any of their lists immediately. TruGreen asked **** ****** to notify via phone or email if any additional contact information should be added to the do not contact list. Thank you. 

• Initial Complaint

  Date:02/21/2025

  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 made multiple attempts to cancel the service. I paid in full for annual service and then canceled over the phone to not renew the service. The company continued to come out and bill for services after multiple attempts to cancel. Today 2/21/2025 was probably the 5th attempt to cancel the services. Representative ******* would not give her last name over the phone and would not give a confirmation # that the services were cancelled. This company is predatory, negligent, & based upon other complaints they are doing this to many customers. ********** will also be contacted and made aware of this companies predatory activity. This company will not receive any money for service rendered when they were advised multiple times to discontinue the service. If they come to my house again to render services I will call the police for trespassing.

  

  Business Response

  Date: 02/25/2025

  TruGreen apologizes for Mr. ******** experience and for the issues he experienced when trying to cancel his service. It is never TruGreen's intention to provide unwanted or unauthorized services to a customer. ********************** left a message and sent an email to Mr. ****** on Friday, 2/21/25. Today, 2/25/25, Mr. ****** answered, but hung up after saying he is done with TruGreen. TruGreen looked into Mr. ******** concern with the interaction he had with a representative on 2/21/25. The representative did provide a reference number for their call and their name, but did not provide their last name. Mr. ****** was provided with a separate cancellation number via email on 2/21/25. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:02/20/2025

  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.

  I canceled my service last year after my final application with Trugreen, ensuring my payment information was removed as well. Yet, to my surprise, a technician showed up this morning and performed an UNREQUESTED and completely UNNECESSARY service. More importantly, I need this resolved immediatelyI do not expect to be billed for a service I did not authorize. Please confirm how you plan to address this and ensure it does not happen again.

  

  Business Response

  Date: 02/21/2025

  TruGreen called and left a voicemail as well as sent *** an email apologizing for his experience. We did not find a record from *** ** requesting to cancel. Our records indicate that *** ** contacted our customer service team on 2/20/25. We canceled the service as requested also credited the service charge for the completed application on 2/20/25. It is never the intent of TruGreen to provide unauthorized services to our customers. ********************** considers this matter resolved.    

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Yifan He

  , TX 78660

  
  

• Initial Complaint

  Date:02/20/2025

  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 paid for a full years service and my last apt's were cancelled due to weather. then we had great weather and they never came to do the last apt's. Then when I look it up on app they have cancelled all the rest of the apt's I was owed. Then the customer service is nothing. If I had known they cheated you out of all the services I would have never paid that high price. Terrible just terrible to treat customers this way, especially elderly. Shame on them! I want my money back!!!!

  

  Business Response

  Date: 02/26/2025

  TruGreen apologizes for Ms. ********* experience with TruGreen, and it is never our intention for someone to be charged for a service that was not completed. TruGreen has attempted to reach Ms. ******* over the past 4 business days to discuss the concerns mentioned. TruGreen has emailed Ms. ******* the completed service dates from 2025, and our records indicate that all prepaid services were completed. During our investigation, it was found that the prepayment for Ms. ********* 2024 service was undercharged, and she was charged $75.72. This has been refunded to her. Ms. ******* did reply to an email stating that she had concern with application(s) being missed due to weather and not being rescheduled, but she did not have the dates that she was concerned with. As a good faith gesture, TruGreen has issued a credit/refund for 1 application, and Ms. ******* will receive an additional refund of $66.58 within 5-7 business days. Ms. ********* account has been cancelled as requested. 

  Customer Answer

  Date: 02/26/2025

  I still have not Gutenberg a refund from them!!! They still are arguing that they did all their services and they didnt!!!!! I wish Id kept all ther cancellation due to weather notes. But I didnt! Didnt know they would pull this c*** Do not drop my complaint. Customers need to know 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22966155
  
  I am rejecting this response because: I still have not received a refund from them!!! They still are arguing that they did all their services and they didnt!!!!! I wish Id kept all ther cancellation due to weather notes. But I didnt! Didnt know they would pull this c*** Do not drop my complaint. Customers need to know 
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 03/10/2025

   Complaint: 22966155
  
  I am rejecting this response because: I still have not received a refund from them!!! They still are arguing that they did all their services and they didnt!!!!! I wish Id kept all ther cancellation due to weather notes. But I didnt! Didnt know they would pull this c*** Do not drop my complaint. Customers need to know 
  
  Sincerely,
  
  ******** *******
  
  

  

  Business Response

  Date: 03/10/2025

  TruGreen spoke with Ms. ******* on 2/28/25, and she stated that she had not received the refunds at that time. TruGreen advised that it can take 3-5 business days for refunds to be received, so we would contact her on 3/5/25. TruGreen also inquired about other applications Ms. ******* is disputing, but Ms. ******* did not have any dates to provide. TruGreen confirmed that a refund was issued for the last application of the year as a good faith gesture due to Ms. ********* concern about the last application not being completed due to weather. However, TruGreen's records indicate the last application was completed on 10/10/25. TruGreen attempted to reach Ms. ******* via phone and email on 3/5/25 and 3/6/25. TruGreen received a response on 3/6/25 from Ms. ******* stating that she did not receive the refund. TruGreen received confirmation from our ****************** that both refunds were processed successfully back to Ms. ********* ***** TruGreen has attached the confirmation of the refunds and also sent this information to Ms. ******* via email today, 3/10/25, after attempting to call. TruGreen has directed Ms. ******* to contact her financial institution regarding the whereabouts of the refunds. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 03/13/2025

  I looked at my **** charge card statement and there are NO REFUNDS. ?????

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22966155
  
  I am rejecting this response because: I looked at my **** charge card statement and there are NO REFUNDS. ?????
  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 03/17/2025

  TruGreen has sent Ms. ******* the attachment provided here reflecting that the refunds were successfully issued. Mrs. ******* has been directed to contact her financial institution to locate the funds. There is nothing further that TruGreen can do and considers this matter resolved. Can you please close this complaint?

  

  Business Response

  Date: 03/17/2025

  TruGreen has provided the confirmation of the refunds issued via email last week to Ms. ******* and attached again here. Ms. ******* should contact her financial institution with the reference numbers in the attachment to locate the refunds. There is nothing further that TruGreen can do at this time, as the refunds have been successfully processed. 

• Initial Complaint

  Date:02/15/2025

  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 have been a customer of ********************** for some time, and I am extremely dissatisfied with the service I have received. My yard is infested with weeds, while all of my neighbors' yards are pristine. This is not only frustrating but also embarrassing. Despite having supervisors come out to assess the situation, my yard remains in poor condition. Consequently, I have decided to cancel my service, and I expect the company to take responsibility and make this right. I have attached pictures for your review.

  

  Business Response

  Date: 02/19/2025

  Our Service Manager spoke with Mr. ***** on 2/18/25. TruGreen offered to do a free service call on 2/21/25 to address Mr. ******* concerns with the weeds. Mr. ***** was advised in order to take advantage of this free service, he has to reinstate the sales agreement since the last service was completed on 9/11/24. Mr. ***** agreed to reinstate the service. TruGreen has educated the customer of our healthy lawn guarantee that if he does not see the expected results or is unhappy with the service , we will come back out at no charge. TruGreen considers this matter resolved.    

  Customer Answer

  Date: 02/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***** ********

  1228 **** **

  *********, GA 30253

  
  

• Initial Complaint

  Date:02/10/2025

  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 had paid for a yearly lawn service, and on a couple of items I wasn't satisfied, ( one was a large amount of weeds) they said they would take care of it, nothing was done. I also was given the name and number of the mgr who was going to personally come to my property and speak directly with myself or my wife. That never happened. Upon further investigation of my lawn, later in the fall, I noticed a large portion ( 25' x 25') are in the front lawn that had extensive grub damage. Again an email and phone cll resulted in "we will send someone out to take care of it" After a month and no sign of them I used an after market pesticide to help get rid of the grubs, this helped. I eventually spoke to **** ******** ( service manager) who stated they would refund 1 payment since the grub damage should not have occurred if they had done the service correctly, and also stated they would help with expenses this coming spring 2025, if needed. They never credited m account and put me up for collections.

  

  Business Response

  Date: 02/11/2025

  TruGreen called and spoke with Mr. ******** today 2/11/25.TruGreen apologized about the billing issues he is experiencing. TruGreen did advise Mr. ******** that the adjustment for the grub application was credited on 11/4/24 in the amount of $109.20.Our records indicate that when our Service Manager, **** ******** completed the property visit on 11/1/24, he did not find any grub damage. TruGreen advised Mr. ******** that the amount of $218.40 that was sent to our third-party collection agency was for the regular lawn care applications completed on 7/25/24 and 9/16/24. Mr. ******** claims that he made the payment in amount of $218.40 to the third-party collection agency. As a good faith gesture, TruGreen has offered to refund the $218.40 once it is posted to his account. ********************** also advised Mr. ******** that the account is canceled. ********************** considers this matter resolved.    

• Initial Complaint

  Date:02/07/2025

  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.

  I believe my local TruGreen office is scamming/defrauding customers. On ****** I was notified that ********************** had sprayed my lawn from 9:33-9:57. I was out of town but I checked with my wife and she said nobody came to the door. So I checked my security cameras. I have multiple cameras outside of my house. The TruGreen truck never stopped at my house. Two of their trucks drove past my house at 9:32 am but kept driving. I could see one stop a few doors down at my neighbors house for a few minutes. At 10:02 am one of the trucks drives past my house again, but does not stop. I was charged for this service that was never completed. This is not the first time this has happened. In September 2024 they did the same thing to me. Their technician ****** came to my home and sprayed a few weeds with his backpack sprayer. However, their **** said he spread ********************************** addition to spraying for weeds. When I checked my cameras he did not apply the fertilizer but I was ****ed for it anyways.I think they are scamming customers in order to keep their cost of product down in order to increase their profitability. After I complained about the incident in September, they sent someone out the following week to apply the granular fertilizer I had already paid for. They showed up, looked at my lawn for 10 seconds, then drove away without applying any treatment to my yard for the second time. Eventually I complained enough about the September incident that they came back and applied the fertilizer. In November, I was scheduled to receive a treatment. I chatted with TruGreen through the app and confirmed that I would not be receiving any pre-emergent because I had just laid down winter rye grass seeds. The agent said pre-emergent would not be applied. It would only be applied in the spring. However, the technician applied pre-emergent and killed my grass seed. I complained and someone came out to inspect my yard but they never followed up after.

  

  Business Response

  Date: 02/11/2025

  TruGreen ************** and General Manager both spoke with Mr. ******* today, 2/11/25. TruGreen apologizes for the issues Mr. ******* has experienced both with applications not being completed at his property and with pre-emergent being applied after he had seeded in the fall. TruGreen has noted Mr. ********* account with details describing his property, and a service manager will be at his next two applications to ensure the specialist is at the correct address. TruGreen has issued a credit/refund for the 2/6/25 and discounted the next 4 applications to be at 50% off due to the issues that have transpired. Mr. ******* has *******, the general manager's, cell phone should any issues arise in the future. TruGreen considers this matter resolved.  

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ******* *******

  ****************

  Jenks, OK 74037

  
  

• Initial Complaint

  Date:02/06/2025

  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.

  Had many soil samples taken over the last year. No results. I called to speak to manager. Instead of speaking to me and offering me a direct line..... We play phone Tag. Not cool! My time is just as important as the manager. I want the results and they shouldn't take a full year. Also, I called Lawn Doctor and they said it's supposed to come back within 2 weeks from *******. Someone's playing a game with me and I am totally done with the games. Several samples were taken and none of them have come back. Explain that to me? As a customer, I do not feel heard and your communication or lack thereof is really upsetting me. Why stay with a company who does not communicate with you appropriately.

  

  Business Response

  Date: 02/10/2025

  TruGreen contacted Ms. ****** on 2/7/25 and apologized for the length of time that it has taken to providing her with the soil sample results. It is never our intent for any customer to feel as we are avoiding addressing and resolving their concerns. TruGreen explained to **** that we do not send the soil sample off individually but several at one time once we have collected soil samples from numerous customers. Our Service Manager, *** is planning on connecting with **** once he is in receipt of results, hopefully later this week. At that time, our goal is to provide a resolution along with proper expectations.