Complaints

This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

TruGreen has 271 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
• 

  TruGreen Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  

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: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.

  I signed lawn services with Trugreen and after 6-7 months of service, my lawn did not see an improvement. There were in between visits to retreat as per the agreement however, it afiled to meet expectations. I cancelled the services in Nov 2024 and at which point, I did owe $151 which is accurate. On December 9th, I received a letter with a balance of $500 and when I contacted the business, I was informed that it was due to cancelling and since I did not complete the whole 12 months, they carried forward the balance. I disputed this as this I felt was not appropriate. No additional services were rendered and they failed to meet their end of the agreement which was supposed to be a guarantee. Today, January 16th 2025, I received a collection letter for the amount of $608 which baffled me as it was only $500 in December. I called the business and spoke with 2 representatives who confirmed from the local are manager that they brought forward the rest of the months. This is quite alarming as never in any conversation or written document that it was explicitly noted that this would happen if you cancel. All I was told is you can cancel at any time. The product they used did not work for 7 months and so they actually owe me the monthly payments,if anything. I find that this business tactic unscrupulous and underhanded. What I want is the owed amount adjusted to $151. They also did not provide any documentation or letter that they would be turning this account over to a collection agency. Thank you.

  

  Business Response

  Date: 01/22/2025

  TruGreen has been unable to connect with Mrs. ****** via phone but has corresponded with Mrs. ****** via email. Mrs. ****** has advised that she was not aware of the conditions surrounding the monthly payment program and that payments are owed even when services are not completed, as they are payments broken into 12-months. Mrs. ****** has agreed to pay $151.16, and TruGreen has agreed to waive $457.26 out of good faith. TruGreen has advised Mrs. ****** that payment for the $151.16 is to be received before the balance of $457.26 can be waived. Mrs. ****** advised that she will call in payment today. 1/22/25. Once payment is received, TruGreen will process a credit for the balance, for the account to reflect a zero balance. TruGreen will monitor the account for her payment, and considers this BBB complaint closed. 

  

  Business Response

  Date: 01/22/2025

  I have attached where Mrs. ****** agreed to call in $151.16 on 1/22/25 and where TruGreen advised that payment must be received before we can waive the balance. 

• Initial Complaint

  Date:01/16/2025

  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 called Trugreen to cancel service in Sept of 2024 because I was moving. Trugreen agreed and said they will provide a final free curbside service as a courtesy. They provided that service. However, it seems they did not record my request to cancel service and continued to provide service. I've explained this to Trugreen a half dozen or so times but they continue to call every day. Each time they call I explain to them what happened; sometimes they say okay they will make a note of it and stop calling and sometime insist on payment. This was a Trugreen administration error. I'm not going to pay for the service. Please ask Trugreen to stop calling me.

  

  Business Response

  Date: 01/16/2025

  TruGreen emailed Mr. ******* on 1/16/25 apologizing for the numerous calls regarding the balance for an application completed on 10/30/24 in the amount of $140.09. TruGreen has credited this amount as well. The account is canceled and has been placed on TruGreen's internal Do Not Contact portal. TruGreen has also escalated this matter over for training and coaching purposes. It is never TruGreen's intent to expect any customer to pay for an unauthorized service. TruGreen considers this matter resolved.

  Customer Answer

  Date: 01/17/2025

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

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

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

  ******, CT 06468

  
  

• Initial Complaint

  Date:01/14/2025

  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 #**** was hired to maintenance our lawn. We noticed that our grass was dying in the areas they were treating. We spoke to a technician at our home and he said they would rectify the situation and plant grass the following season. They never planted grass seed or rectified it and continued to treat our grass inspite of it being dead and even though I had cancelled. I called TruGreen and spoke to a *** disputing my last bill because I had cancelled service and they also did not correct the damage to my grass. . She said she would have a tech come out to my home to assess the damage however no one ever came out. They continued to harass me by phone about my bill and again I told them they actually owed me money for the damage they caused my lawn. Even after I asked them to discontinue service, they continued to send out a tech. They have since since sent my $158 bill to collections and Id like them to remove my bill from collections because I not only discontinued service but they killed my lawn. Below are photos of my dying lawn.

  

  Business Response

  Date: 01/21/2025

  TruGreen spoke with Ms. ********** on Wednesday, 1/15/25, and sent the information to the local management team. The local manager, ****, was able to connect with Mrs. ********** today, 1/21/25. Mrs. ********** and **** agreed that **** will come out to evaluate the lawn in the spring once the snow is gone to come up with a plan to restore the lawn. **** also provided Mrs. ********** with his direct contact information. TruGreen ************** has committed to staying in contact with and keeping her case open on our end until this has been fully resolved. TruGreen considers this matter closed with the BBB and will work with the customer to ensure the plan to restore the lawn is executed. 

• Initial Complaint

  Date:01/14/2025

  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.

  Hi BBB,I contracted with Trugreen since March 2024. The service total costs $1959.92 for Seeding, lawn care, trees care and mosquito control. However, the seeding part ($653.40 in the contract) does not do anything to the lawn. Please see the screenshot. There are no seeds on/in the ground, I also seeded a small potion myself, they grown. (I watered them all regularly).Requesting refund/or full store credit for $653.40 Thanks,*****

  

  Business Response

  Date: 01/21/2025

  TruGreen contacted *** *** on 1/15/25. *** *** alleges that he did not get the expected results from the aeration and overseeding completed on 8/20/24. *** *** advised that although he did not get the expected results from this service only, he would like to continue our partnership for his lawn care needs by removing the annual aeration and overseeding. We have excluded this service from his plan as requested. *** *** also has requested that we continue the trees and shrubs service along with the mosquito treatments. Although TruGreen does not guarantee seed germination due to various factors that effects this process, as a good faith gesture, we have agreed to refund the $653.40 that *** *** prepaid on 3/25/24.  TruGreen did advise *** to allow 5-7 business days for this credit to be reflected back to his original method of payment. TruGreen considers this matter resolved. 

       

  

  Business Response

  Date: 01/21/2025

  Date Sent: 1/21/2025 3:44:23 PM
  

  TruGreen contacted *** *** on 1/15/25. *** *** alleges that he did not get the expected results from the aeration and overseeding completed on 8/20/24. *** *** advised that although he did not get the expected results from this service only, he would like to continue our partnership for his lawn care needs by removing the annual aeration and overseeding. We have excluded this service from his plan as requested. *** *** also has requested that we continue the trees and shrubs service along with the mosquito treatments. Although TruGreen does not guarantee seed germination due to various factors that effects this process, as a good faith gesture, we have agreed to refund the $653.40 that *** *** prepaid on 3/25/24.  TruGreen did advise *** to allow 5-7 business days for this credit to be reflected back to his original method of payment. TruGreen considers this matter resolved. 

       

• Initial Complaint

  Date:01/13/2025

  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 signed a contract with TruGreen for a year long subscription totaling $1200, which was collected in monthly payments. This started Sept/October 2023. At the end of my 12 month contract (Sept/Oct 2024), TruGreen sent me a bill for additional charges for additional lawn applications, that I did not agree to, we not apart of my contract, nor was I aware of them. I was not left with invoices, communication or notice that these were additional applications outside of what was contracted. When I contacted TruGreen they told me the applications were completed and I am liable for the charges, even though I did not authorize them. The additional charges totaled $468.60, on top of the $1200 I already paid. I have seen multiple reviews where customers are stating the same type of issue (agreed to a certain number of applications, then TruGreen applies additional applications and claims customer is expected to pay for them, even though they were unaware/unauthorized). TruGreen has now sent me to collections for $468.60 even after it was resolved through my credit card company.I would like this collection to be resolved

  

  Business Response

  Date: 01/16/2025

  TruGreen spoke with Mr. ****** on 1/15/25. Mr. ****** states that he did not authorize any services past the initial agreed upon program. TruGreen apologizes for any confusion or miscommunication surrounding the continuous service policy. TruGreen has agreed to waive the balance of $468.80, and the account reflects a zero balance at this time. ********** will be notified of this resolution as well. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising 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.

  True green unauthorized my payment and took out 385 out my account without my knowledge

  Customer Answer

  Date: 01/10/2025

  The complaint is with true green lawn care. Do I need to resubmit for the correct business. 

  

  Business Response

  Date: 01/13/2025

  Thank you for contacting TruGreen. We called and left a voicemail for Mrs. ******* as well as sent her an email on 1/13/25. We apologized about the billing concerns she outlined. We advised that in September 2024 our accounting team identified some transactions that did not process successfully. All these accounts show that the payment processed in our system however the system did not process a payment at all or only transmitted a request to the bank or credit card for $0.00(the preauthorization amount). The system failed to process the payment that the customers intended to pay. On 12/27/24 our marketing team sent email communication letting these customers know about the issue and that we would process the payment. Our records indicate that a payment was processed online using our website on 9/14/24. The customer processed a payment in the amount of $385.32 using a different credit card than what we have on file. We encouraged Mrs. ******* to confirm whether TruGreen received the funds from the online transaction submitted on 9/14/24. It is never TruGreen's intent to process any unauthorized payment. TruGreen considers this matter as resolved.   

  

  Business Response

  Date: 01/14/2025

  On 1/13/25 TruGreen reached out to our Accounts Receivable team to confirm whether the payment posted online by Ms. ******* on 9/14/24 was received in August as alleged by Ms. ****** and perhaps mistakenly applied to another account. Our records reflect that we received the payment on 9/14/24 via online and applied to Ms. ********* account accordingly. On 9/14/24 the account was paid online with a credit card that TruGreen did not have on file. We have attached a copy of the sample letter that was emailed to all the customers who was impacted by the September file transmission issues. TruGreen considers this matter closed.   

  

  Business Response

  Date: 01/14/2025

  Our apologies for not including as to why TruGreen did not process the payment on 12/27/24 as outlined in the email communication. Unfortunately, due to bank holiday and limited staff, TruGreen did not submit this payment until 1/9/25. 

• Initial Complaint

  Date:01/08/2025

  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.

  We have been customers for over 5 years. When we set up our account, we had asked that no one ever come in the backyard as we have a German shepherd that is trained. ON several occasions (2 separate occasions) at the beginning they entered our backyard. On the 2nd time our request was ignored we called and spoke to some kind of Regional Manager who apologized for this incident. We were going to cancel but were reassured that this WOULD NOT happen again. And up until today it had not. I happened to be home when 2 gentlemen arrived, a guy with his hair tied into a ponytail and another man. I happen to be working on a project, and my backyard camera alerted me to someone entering our backyard. I looked at the camera and ran to get my dogs back in the house. After securing them I went outside to confront the 2 guys. I yelled at them and asked why are you in my backyard. They had a very puzzling look on their faces. One guy kinda smiled and said we are spraying your backyard. I asked them if they read the instructions that said DO NOT enter our backyard EVER??????One of them replied to what instructions there isn't anything. At that point I was beyond angry and yelled at them to get out my property immediately. On 1/6/25 we sent an email via the customer service link to just remind them that we still do not want any entry into our backyard. The following day ******* responded to say that it was noted on every work order and that they have been told to not go in the backyard. I called and spoke to ***** who apologized again for this and said that it is noted everywhere to not go into our backyard. And she did not know why they entered our yard. This is trespassing and its illegal. This is BEYOND UNACCEPTABLE for TruGreen to allow this to happen. We let it go the 1st time as an accident but a 2nd time, however we were reassured that it would NOT happen again, Well a 3rd time is complete carelessness and unprofessional.

  Customer Answer

  Date: 01/08/2025

  I just spoke to ***** at their Melbourne Florida office. We settled on $2,000 reimbursement for our problems. I still want a negative review on this business as what I went thru no customer should 

  

  Business Response

  Date: 01/08/2025

  TruGreen corporate and branch manager contact Mrs. ******* today, 1/8/25. TruGreen sincerely apologizes for the error that occurred with specialists entering the customer's backyard, despite the notes on the customer's account. ********************** Vero Beach branch manager and Mrs. ******* agreed to a refund of $2000.00 to resolve this matter. The refund will be issued back to the customer's credit card on file. The account has been fully cancelled as requested. TruGreen corporate will contact Mrs. ******* on 1/15/25 to confirm that they have received the $2000.00 refund. 

• Initial Complaint

  Date:01/03/2025

  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.

  Someone from True Green called me while I was on vacation during July 4th trying to sell me more services. When I declined the man became very rude. (Not the first time this has happened.) It upset me so I told him that is it, I no longer want them to service my lawn. Then sometime in August they showed up to aerate my lawn, I told the person I fired their company, but since they were already there to aerate go ahead and I will pay for that service and do not come back. I then received a bill that included a lawn treatment in July that I told the person on the phone do not come back, I did not authorize and I was away on vacation. I called office on 9/10/24 and explained to person what happened. She assured me she would remove the July charges. I paid $264.82 at that time for the aeration. They have now turned my bill over to collections. I called 1/2/25 to try and take care of this, and told them to listen to the phone call in July where I told them do not come back. They conveniently do not have that recording. I am asking that the July charges be removed. The guy who called me in July would call me about every 3-4 months to sell me more products and every time became very rude when I declined. Like I said before I had it with his demeanor and attitude. I don't want anything to do with this company because of him. I have not paid the $126.56 they say I owe.

  

  Business Response

  Date: 01/03/2025

  TruGreen contacted Ms. ****** via phone and email today 1/3/25 apologizing for her experience and the issues she encountered. TruGreen was not able to locate a call recording for the interaction referenced in July when Ms. ****** states she requested to cancel the service. However, TruGreen was able to locate the recording for the call referenced on 9/10/24. Ms. ****** paid the invoice for the aeration/overseeding, and she advised the representative that she would not be paying for the 7/10/24 invoices since she stated she had cancelled prior. The representative advised she would see about having the invoices updated, and Ms. ****** was not notified that the invoices were not waived. TruGreen has agreed to waive the 7/10/24 invoices for the lawn and grub application, and ********** will be notified of this as well. Ms. ****** has a zero balance with TruGreen as of 1/3/25. Ms. ****** has replied via email confirming her satisfaction with this resolution. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:12/30/2024

  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.

  This was 3rd year we used trugreen,year 1 no issues. year 2 they did a $1200 treatment without our permission. We agreed to pay half, we felt it was fair. This year we went to home & garden show in ****** IN and trureen *** said they offer discount if sign up at the show and pay in full, which we did. Contract says 7 treatments for $613.91. we paid with discover card and have copy of signed contract. In March we got charged $186.15 on our discover card but didn't catch it. We then got charged $186.17 8/29/24 and $$102.84 7/18/24. We refused to pay since we had paid in full. They sent it to I.C. *********** We sent supporting documentation to them which they sent to trugreen. TruGreen refutes this and we got another letter saying we owe them $289.01. We went ahead and paid grudgingly. I don't understand how they will not honor our contract. We would like to get our overpayment back. We will never use them again for sure.

  

  Business Response

  Date: 12/31/2024

  TruGreen called and left a voicemail for Mr. **** today. After extensive research, TruGreen discovered that on 3/8/24 another account was initiated although Mr. **** already had an active account with **********************. Our records reflect the new account was opened up with the wrong address and different rates.

  The account that had been active since 5/2022 with a rate per application in the amount of $173.99 along with a 7% sales tax. Mr. **** prepaid $1,195.04 on 1/25/23 for 6 applications of weed and feed and 1 annual grub treatment for **************************************************************. On 4/29/22 Mr. **** prepaid $1,109.69 for the same plan. Our records indicate the allege unauthorized charges for the annual aeration/seeding have been resolved and does not any bearing on this matter.       

  It appears that on 3/8/24 another account was created in error for ********************************************************. Mr. **** prepaid $613.91 for the    exact same plan-6 applications of weed and feed and 1 annual grub treatment however the rate was $91.16 along with a 7% sales tax per service. 

  When TruGreen canceled the account that was created in error with the lower rates and moved the $613.91 to the correct account, we failed to adjust the rates accordingly. Because of this error it caused the account to be short $661.33.

  We are processing a refund in the amount of $372.32 for the 2 payments that were applied using the easy pay option on 3/13/24 $186.15 and 6/13/24 $186.17. We also have forgiven the $289.01 that was forwarded to our third-party collection agency on 11/1/24.  

  It is never our intent to expect any customer to pay a different amount other than what the service agreement shows. TruGreen considers this matter resolved since we did complete all 7 prepaid services as expected. However, we will be happy to address any unresolved issues regarding the adjustment request of $1266.00 as a disputed amount.

  Customer Answer

  Date: 12/31/2024

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

  
  Sincerely,
  
  *** ****

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

  ****** *******, IN 46582

  
  

• Initial Complaint

  Date:12/26/2024

  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.

  **** from Trugreen disregarded my very clearly displayed sign of "No Soliciting/No Exceptions You are now trespassing" sign to ring my doorbell and disturb my home. After being asked the purpose of his visit, he said "Hi, I'm **** with Trugreen Lawncare". I replied that I have a No Soliciting sign on my door. He said "Okay", but before walking away decided to leave Trugreen's trash on my door for me to clean up when I get home from work.I don't want this company to ever step on my property again, to mail anything to my address, or to ever contact me.

  

  Business Response

  Date: 12/26/2024

  TruGreen strive to honor all no solicitation postings. We have escalated this matter over to the local service center for internal investigation. We have added this non-customer's information into our internal Do Not Contact portal. This non-customer did not include his address. Based upon ****** search we show the address as *****************************************. If this is not accurate, please forward the correct information to ensure we update our records.

  Customer Answer

  Date: 12/26/2024

   
  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 34219