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:02/04/2025

  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.

  Trugreen continued service after multiple attemps to cancel. One year service contract was paid in full initially. Again multiple attempts to cancel prior to one year aniversary. Also told numberous times service had been canceled. Trugreen provided service outside of the original service contract and after multiple calls to cancel each time being told service was canceled. The now have billed me for a service which I did not approve. The bill is for $85.48. I have not paid it.Thank you for your time,**** ******

  

  Business Response

  Date: 02/05/2025

  TruGreen spoke with Mr. ****** today, 2/5/25 and apologized for his experience. TruGreen was able to locate and review a call where he had requested to cancel in November 2025 prior to the application that he was billed for on 1/28/25. TruGreen has apologized for the service not being cancelled as requested and credited the invoice. Mr. ****** advised that he attempted to cancel prior to November, but he states that he was told it was too early to cancel. TruGreen agreed to credit and refund one additional application as a good faith gesture. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 02/05/2025

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

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

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

  ***********, FL 32128

  
  

• Initial Complaint

  Date:02/04/2025

  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 receive 1-2 spam emails from TruGreen daily. I have repeatedly unsubscribed from these emails yet they continue daily. I want them to stop.I also wish them to stop their spam campaign in general.Attached pdf is the most recent email I received.

  Customer Answer

  Date: 02/04/2025

  This is the third email I received from TruGreen today despite repeatedly unsubscribing to their emails.

  

  Business Response

  Date: 02/06/2025

  TruGreen called and left a voicemail for Ms. ****** today 2/6/25 apologizing about her customer service experience. We advised that it could take three business days for the emails to stop. TruGreen has also added Ms. ******** contact information into our internal Do Not Contact portal. This matter has been brought to the attention of our Marketing leadership team. It is never TruGreen's intent to have any customer feel as if we do not honor unsubscribe requests. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 02/06/2025

  I did receive the voicemail and also an email from a customer service representative. I appreciate that they are (finally) taking this seriously.

  For the first time I can remember, I did not have 1-2 emails from TruGreen in my inbox this morning. That's promising. But it will take several more days until I'm sure the issue is resolved.

  I asked for the name and contact info of the vendor and/or data broker they used. I would like to request that they remove my contact information from their system. Clearly they are not a reputable vendor/broker.
  

  Initially TruGreen said it wasn't their problem and they couldn't do anything about it because a vendor was sending the messages. If it is now resolved, I believe it is because of your intervention, BBB. Thank you. My fingers are crossed.

• Initial Complaint

  Date:02/04/2025

  Type:Billing 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 cancelled services September 1 or 2nd of 2024. Yesterday they tried to auto renew services again. They sent someone to our house we told them not to service and that we had canceled months ago. We called again yesterday and made sure they knew we had canceled. Again this morning we are getting texts they are sending a tech again. We do not want their service. We are tired of being harassed. I do not want my credit card charged for something I dont want.

  

  Business Response

  Date: 02/04/2025

  TruGreen spoke to *** and Mrs. ****** today, 2/4/25. TruGreen apologizes that the service was not cancelled as the customer states they previously requested in September and during a phone call yesterday. The lawn service only was cancelled yesterday. All services have been cancelled effective immediately, and TruGreen has deleted the customer's credit card on file as requested. TruGreen has also added the customer to the do not contact list. ********************** considers this matter resolved. 

• Initial Complaint

  Date:01/27/2025

  Type:Billing 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 have reached out to Trugreen twice to have my service cancelled within the last 6 months but they will not cancel service. I was told that my service was cancelled the first time, then services somehow became scheduled afterwards. I called again and was told that the cancellation was done wrong and that it would be done correctly and they confirmed cancellation of my service. My services have now been rescheduled again despite being told it was cancelled. I cannot remove my payment option from their service either.

  

  Business Response

  Date: 01/28/2025

  TruGreen attempted to reach Mr. ****** via phone and email on 1/28/25. TruGreen has documentation supporting Mr. ******* statement that he had requested to cancel the service twice previously (August 2024 and January 2025), and the service was still active as of 1/28/25. TruGreen apologizes for our error in the account not being cancelled as previously requested. Mr. ******* TruGreen account has been cancelled effective immediately. No applications have been charged to Mr. ****** since prior to his request to cancel in August 2024. TruGreen has added Mr. ****** to the do not contact list, per his request for no further communication from TruGreen. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:01/27/2025

  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.

  TruGreen sent my information to a debt collector for services that I did not use or request. I am not a customer of theirs and did not reside at address in question when the alleged service occurred.I have been trying to resolve this issue with TruGreen for weeks via email and phone calls without success. Escalating it to the local branch has not solved the issue and I am having a hard time escalating the issue with their corporate office.

  

  Business Response

  Date: 01/29/2025

  TruGreen reached out to Mr. ***** and apologized for his experience. Our records indicate that we made an error while trying to set up new services for the new owner at the same address in which Mr. ***** no longer resides at. TruGreen did acknowledge and accept full responsibility that his information was forwarded to our third-party collection agency in error. TruGreen has agreed to credit the entire balance in the amount of $482.07. TruGreen did advise Mr. ***** once the adjustment has processed in our system, it is automatically transmitted to the third-party collection agency. TruGreen also apologized in advance if he receives any other collections communication to disregard. TruGreen will be forwarding Mr. ***** an email once the account reflects a zero balance for his records. TruGreen considers this matter resolved.

• Initial Complaint

  Date:01/25/2025

  Type:Product 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.

  Customer Number: ********** I employed ********************** in March 2024 for 1. tree and shrub service and 2. **************** and paid them $814.07 for a full year of service. Following their treatments ineffectiveness I called them to cancel both my services in July 2024. They refunded only $193.94 for the first ineffective service. I called them again, multiple times and was able to get a second refund of $206.03. Their agents are giving me the runaround, claiming that they cannot refund this big a sum in total and a manager will have to call me back. However, I havent received any call backs from them for my refund. I am owed a total of $414.10 from them

  

  Business Response

  Date: 01/28/2025

  TruGreen spoke with Ms. **** on 1/28/25. TruGreen has already refunded any unused prepayment and the applications that were completed after she states that she cancelled service at the end of July 2024. Due to the amount of time that has passed, TruGreen would not be able to properly evaluate concerns with workmanship/results from applications completed in Spring/early Summer 2024. As a good faith gesture, TruGreen has agreed to refund an additional $214.03. Once this refund is received, Ms. **** will have received refunds totaling $614.00. Mrs. **** agreed to this resolution as well. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Assuming, I do get the additional $214 refunded, I consider this a resolved matter 

  
  Sincerely,
  
  ****** Gala

  , FL 33134

  
  

• Initial Complaint

  Date:01/24/2025

  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 have been paying for a few difference Trugreen services for the past year. One of them was for the TruCore Lawn Plan which claims to fertize the lawn and kill weeds. After a year I learned I have more weeds than I have grass around my house. Even what I thought was grass I found out are actually weeds and my entire tree lawn is dead.I would like Trugreen to replace my lawn asap.

  

  Business Response

  Date: 01/29/2025

  TruGreen contacted ********* on 1/27/25 and scheduled a property visit for 1/28/25. Our records indicate that one our managers from the local service center met with Mr. ****** at that time. As a good faith gesture TruGreen agreed to repair the left side and front middle of the lawn only due to the excessive number of weeds in the lawn.The manager also pointed out to Mr. ****** the other areas that he assumed were weeds and not grass was actually grass. TruGreen has declined to repair these ********* Koster forwarded two estimates to the manager. Mr. ****** stated that he will be using his landscaper who provided the lower estimate ($3,200). TruGreen will also be refunding all services completed in 2024 totaling $548.55. TruGreen will be processing a check in the amount of $3,200.00 once the general release has been signed and returned by Mr. ******* TruGreen considers this matter resolved. 

  Customer Answer

  Date: 02/01/2025

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

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

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

  **********, FL 33486

  
  

• Initial Complaint

  Date:01/24/2025

  Type:Product 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 copied and pasted email communication I had with the Mr ******** below, it explains the issue I had with the lawncare provided and the results of my efforts to get refunded the remaining two payments deducted from the credit card on file. Trugreen has a " Satisfaction Guarantee policy " and after many months of service there were no significant improvement to many areas of concerns. The non response from Mr ******** made me file the complaint for the remaining refund **********: TruGreen Property Visit @ ************************************ You Good afternoon Mr ********* you never confirmed if the balance of the last two payments were refunded, please let me know promptly so I can write my review From: L Peruzar <*******************************>Sent: Friday, August 30, 2024 2:04 PM To: ********* ***** <**************************************************************************>Subject: Re: TruGreen Property Visit @ 1130 ******* That would be appreciated thank you very much ******************* ********* ***** <**************************************************************************>Sent: Friday, August 30, 2024 1:55 PM To: L Peruzar <*******************************>Subject: Re: TruGreen Property Visit @ 1130 ******* Good morning.I understand your concern. I'll see what I can do to request 2 more application refunds. Regards,***** ******** ************** Manager ********* 5762 ************* office ******************************************** From: L ******* <*******************************>Sent: Friday, August 30, 2024 9:30 AM To: ********* ***** <**************************************************************************>Subject: Re: TruGreen Property Visit @ 1130 ******* Hello Mr. ********* it's been over a week and I haven't gotten any response from you about my request for the refund of the last 4 payments dated 5/23-6/01-6/20-7/12 taken by Truegreen from the credit card you have on file, please respond and let me know Truegreen decision so I can move forward, thank you in advance for your timely response.

  

  Business Response

  Date: 01/29/2025

  TruGreen contacted Mr. ******* on 1/27/25 and apologized that our manager did not respond to his email sent on 8/30/24. Mr. ******* acknowledged that he did not make any other attempts to resolve this matter since 8/30/24. He stated that instead he chose to file the BBB complaint as the only option to getting this matter addressed. TruGreen agreed to refund the other two applications totaling $105.52. It is never TruGreen's intent for a customer to feel as we are avoiding resolving their concerns. TruGreen considers this matter resolved.   

  Customer Answer

  Date: 01/30/2025

  I am quite satisfied with the prompt response from Trugreen and my decision in contacting BBB, I trust that Trugreen will follow through on my refund request as stated by ******, therefore I consider this matter resolved,  thank you for assisting in this matter.

• Initial Complaint

  Date:01/18/2025

  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.

  On November 2024 I called and cancelled my subscription to trugreen they had said the last service has been made and that was it. Someone from trugreen came over in December ******************************************************* that the service started over again after I cancelled. They told me they had fixed the issue and it's cancelled. Now every single week from that day on trugreen has been harassing me to continue the service and when I say no they add the time from the service that started in December as if I ordered it to pay after the notes on their end says that was an error on their part. But they won't stop calling early morning till late at night. At this point I'm thinking of changing my number. I need help with this issue.

  

  Business Response

  Date: 01/22/2025

  TruGreen has attempted to reach Mr. ********* via phone and email on 1/20/25, 1/21/25, and 1/22/25. TruGreen has not been able to connect with or heard back from Mr. ********** TruGreen apologizes for the application on 12/04/25 being unexpected to Mr. ********* and for any miscommunication that had occurred. TruGreen has advised Mr. ********* that the 12/04/24 application was a Sulphur application which was part of his initial service agreement. Mr. ********* spoke with a representative on 1/02/25 who issued a credit for half of the application at that time. At this time, TruGreen has a agreed to credit the remaining balance for the Sulphur application as a good faith gesture to resolve this matter. TruGreen has confirmed that the account is cancelled, there is a zero balance owed, and TruGreen has been placed on the do not call list. TruGreen asks Mr. ********* to allow up to 30 days for his information to be fully filtered out of the system and any pregenerated material for all calls to stop. 

  Customer Answer

  Date: 01/22/2025

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

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

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

  *******, TX 79606

  
  

• Initial Complaint

  Date:01/16/2025

  Type:Billing 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.

  Due to improper care and failure to provide the services promised by my landscaping is ruined. Upon completion of my prepaid service, I requested to cancel any further lawn applications until the shrub issue was resolved. Somehow I now have a past due amount in collections. I called and confirmed with TruGreen **** that my account shows service was requested to be cancelled. Upon speaking with managers, they agreed that there were issues with the account, apologized for the inconvenience, and stated they will update the account. I was assured each time that the issue and balance would be resolved and removed. The managers have acknowledged the notes on the account that indicate past issues with the service, in addition to the cancellation and have stated that no further applications would be applied. on 15 Jan 2025, I received a text message stating that a tree and shrub service was performed, without my consent. I have not renewed my service with TruGreen and do not intend to pay the erroneous past due amount.1. There is no one and has never been anyone at my address with the name ******* G, yet this is how my past due balance, and collections letter was addressed. 2. If I have a past due balance that has now been placed with collections, and theres a note on my account that shows I cancelled service, why is my lawn continuing to be serviced? This is unethical.3. My service with should have concluded upon the expiration of the pre-paid service timeframe as requested. 4. TruGreen is liable for the damage done to my landscaping and **** ****** (Service Manager) agreed to pay the fees for replacing the shrubs lost. Since November 2023, TruGreen has killed and damaged 15 shrubs/flowers/plants in my landscaping. 5. I expect the erroneous charges to be removed from my account, removed from debt collections, and for TruGreen to reimburse me for the landscaping that needs to be replaced due to TruGreens negligence and failure to perform, as promised.

  

  Business Response

  Date: 01/20/2025

  TruGreen was not able to locate an account with the information provided in the BBB complaint. TruGreen emailed Ms. ****** on 1/17/25 and requested that she forward her contact information so that we can research her account to address her concerns. As of 1/20/25 TruGreen has not received a response from Ms. *************

  

  Business Response

  Date: 01/30/2025

  TruGreen was finally able to locate Ms. ******** account and update the name. TruGreen spoke with Ms. ****** today. We apologized about the delayed response and resolution. On 1/29/25 TruGreen processed a refund in the amount of $1,053.90 for the alleged damaged shrubs. TruGreen also has forgiven the $124.56 that was placed with our third-party collection agency. Additionally, all open invoices have been credited. The account has a zero balance and is canceled as requested. TruGreen considers this matter resolved.  

  

  Business Response

  Date: 02/04/2025

  From the BUSINESS:

  Sent 1/30/2025 3:22:07 PM

  Read by ****************************************** on 1/30/2025 3:54:10 PM

  TruGreen was finally able to locate Ms. ******** account and update the name. TruGreen spoke with Ms. ****** today. We apologized about the delayed response and resolution. On 1/29/25 TruGreen processed a refund in the amount of $1,053.90 for the alleged damaged shrubs. TruGreen also has forgiven the $124.56 that was placed with our third-party collection agency. Additionally, all open invoices have been credited. The account has a zero balance and is canceled as requested. TruGreen considers this matter resolved.