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

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
• 

  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  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:12/21/2024

  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 am writing to formally dispute the charges on my account and request an immediate cancellation of all services, as well as a refund for unauthorized charges. I have been a long-time customer, with multiple accounts services for both lawn care and insect care, but I have encountered serious issues with the service provided, particularly during the summer of ******* June, I contacted your customer service team multiple times to cancel my account after noticing that the services rendered were ineffective. you provided assistance with promising to have the technician to redo the work. When it proved ineffective, I called again to cancel the following month. After getting phone calls stating that the bill was still owed I called again the 3rd month, each time was promised cancellation after the charge. Despite receiving assurances that the issue would be resolved, I continued to be billed for services that were not performed. I would also get calls for a specific month that my card was declined in one of the automatic payment. I believe that this collection is apart of the situation. Additionally, I have video footage showing a technician leaving my property after only 3 minutes without completing the job, despite ongoing insect issues, including ant activity.Most recently, I received a collection notice regarding these charges. This is unacceptable, as I have clearly communicated my intent to cancel and am disputing the charges due to services not rendered.I am requesting the following:A full refund for all charges from June *************************************************** where provided and not effective.Immediate cancellation of my account and cessation of all future billing.Immediate stop to any collection efforts related to this dispute.Please confirm these actions as soon as possible. I expect a response within [5-7 business days] regarding the resolution of this matter.Thank you for your prompt attention to this issue.Sincerely,******

  

  Business Response

  Date: 12/23/2024

  We contacted Mrs. ******* and agreed to credit the $119.59 for the pest control service completed on 9/26/24. We also agreed to forgive the $75.46 that is at out third-party collections team for the lawn care treatment rendered on 8/12/24 as a good faith gesture. We listened to the phone recordings during the disputed time of June through current and did hear the request to cancel all services only the pest control. Therefore, we have declined Mrs. ********* request to issue a refund for the completed lawn and trees/shrubs services. It is never our intent to provide any unauthorized services and expect payment as such. TruGreen considers this matter as closed since Mrs. ******* has accepted the resolution as credit of $119.59 and forgiveness of the $75.46. The account has a zero balance, and all sales agreements have been canceled effective 12/23/24.   

  Customer Answer

  Date: 01/26/2025

  Thank you for providing the opportunity to respond to TruGreen's handling of my formal complaint. Unfortunately, despite the assurances I received from TruGreen, the issue remains unresolved.
  I was explicitly promised that all of my accountsincluding pest control, lawn, and tree serviceswould be closed, all collection efforts would cease, and any payments would be credited. However, I have recently received yet another bill, demonstrating that my accounts are still active and showing an overdue balance. This is unacceptable and further highlights TruGreens inability to effectively handle account cancellations.

  
  Attached, you will find a copy of the latest correspondence I received, which includes a letter threatening further collection activity.

  
  To resolve this matter, I am requesting the following:
  Immediate closure of all my accounts with **********************.
  Full removal of any overdue balance and issuance of any promised credits.
  Clearance of my name and credit from all collection activities associated with these accounts.
  I no longer wish to engage in any business with TruGreen, and I ask for this matter to be resolved promptly.
  Thank you for your time and assistance 

  
  

  Customer Answer

  Date: 01/26/2025

  They have not ceased charging my account automatically.  please see the attachment of another debit from my bank account that was unauthorized. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22718065
  
  I am rejecting this response because:

  To resolve this matter, I am requesting the following:
  Immediate closure of all my accounts with **********************.
  Full removal of any overdue balance and issuance of any promised credits.
  Clearance of my name and credit from all collection activities associated with these accounts.
  I no longer wish to engage in any business with TruGreen, and I ask for this matter to be resolved promptly.
  Thank you for your time and assistance 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/27/2025

  TruGreen spoke with Ms. ******* today, 1/27/25. The account was fully cancelled on 12/23/24, when the balance was credited both with TruGreen and the third party collection company. TruGreen was notified of an October 2024 credit chargeback in January 2025, which resulted in a balance being added back to the account for the funds being returned to the customer. As of 1/27/25, that balance has been credited as well. On 1/27/25, Ms. ******* has been sent an email to retain for her records and to serve as confirmation that there is a zero balance on the account both with ********************** and collection partners and the services are fully cancelled. TruGreen considers this matter resolved. 

• Initial Complaint

  Date:12/21/2024

  Type:Customer Service 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.

  ***** ******** of tru green falsely entered me into a lawn contact that was not authorized nor did I approve or give consent. I never responded to the email or agreed yes in the text. I simply gave my address to obtain a price quote.Yesterday 20 December 2024 a tech left a sign in my yard. They did not treat the yard nor the back yard. This morning 21 December I received a bill for $173.15.I emailed customer service to explain this was not authorized and I am not paying for service I did not request. As of this writing I have not spoken with a customer service **** I read the reviews on yelp and BBB that this is a common practice for this company. ***** also admitted a female co-worker was fired from tru green for doing the same act to many ******* people (falsely listing their homes for lawn service they did not request)BBB should definitely pursue this matter. No one has time to waste of unscrupulous matters such as this. I have no intentions of paying this bill plus the he name on the invoice isnt mine or valid. I am seeking your assistance in resolving this matter.Branch 5435 ************

  

  Business Response

  Date: 12/23/2024

  Ms. **** contacted TruGreen on 12/21/24 and alleged that a service agreement was initiated without her consent. We also received an email from Ms. **** 12/23/24 alleging that although she provided her email for a quote, she never authorized any services. After further research, TruGreen has canceled the service agreement and removed the $173.15. TruGreen has a zero tolerance for initiating unauthorized service agreements. We have addressed this matter internally also.  

• Initial Complaint

  Date:12/20/2024

  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 wouldn't accept service from this company if they provided it free. First of all, half of my lawn has died since TruGreen took over. I now have large patches of bare ground, and dead grass.Second, I ordered an aeration and a lime treatment in October 2024. They aerated half my yard. Instead of adding a lime treatment to my yard, they sprayed for mosquitos. It took me two weeks to get a resolution and an apology. As part of that, I cancelled my service. A manager came out to see the lawn and apologize. While he was here he offered to apply the lime treatment for free and do a free spring aeration as an apology. I accepted, but confirmed that I was cancelling my service. To be clear, I did not approve this service as a paid service.Lo-and-behold, I got an invoice last week for the lime treatment! Absolutely ridiculous. When I contacted their customer support they "couldn't find" backup that I cancelled my account - then they found it. Re-cancelled it, but now won't void the invoice. Absolutely ridiculous.

  

  Business Response

  Date: 12/23/2024

  TruGreen spoke with Mr. ****** today, 12/23/24, and apologized for his experience with TruGreen. It was in TruGreen's records that a free lime application was offered to Mr. ****** on 11/4/24, but the discount was not added to make the service no charge in error. Mr. ****** has been advised to disregard any invoice or statement that he may have, and the invoice has been credited in TruGreen's system. TruGreen has also confirmed the plan to aerate in the spring at no charge. Mr. ******** account is cancelled as requested. Mr. ****** was satisfied with this resolution. 

• Initial Complaint

  Date:12/13/2024

  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.

  Ive been a TruGreen customer for just over a year. For about 6-8 months they did a good job.. I recently terminated my service with them for two reasons.1. After one of their treatments my lawn has turned brown and as a result looks even worse than before any of their services. Ill have to use a different service to fix this as I dont trust TruGreen due to them turning my lawn brown and point #2.2. They charged me $500 for supposedly aerating and seeding my lawn. I dont believe the service was ever done as I did not have the chunks from aeration and never saw any seeds. In fact there are parts of my yard that are now just mud. When I disputed the work with their customer service I got significant push back. They only offered to maybe give me a free aeration later on provided I dont cancel future treatments. Thats total bs as I paid them $500 for no work at all, thats not a free. The service notes said the technician both aerated and seeded my 2/3 acre lot in under 20 minutes. Not sure how that is even possible unless they are employing ********* Now Im out $500 and stuck with an ugly lawn full of dead grass and mud. I attached a picture of my front yard, the back looks just as bad.I wish I wouldve seen the bbb complaints before ever hiring them. This seems to be a pattern with their service. Ill await their obligatory canned response on this site I guess.

  

  Business Response

  Date: 12/20/2024

  Our Service Manager did a property visit today 12/20/24. He noticed that the lawn was suffering from drought stress. He also noticed that although the lawn is recovering it also shows that no watering was done after the aeration/seeding. As a good faith gesture, TruGreen has agreed to refund $250.00 which represents half of the completed aeration/seeding since the decline of the lawn is not a result of our services. The aeration/seeding was completed on 10/15/24. The original cost for this service was $558.00 and we credited $58.00 on 12/13/24 when Mrs. ****** phoned in and made a credit card payment in the amount of $500.00. TruGreen considers this matter resolved.  

  

  Business Response

  Date: 12/20/2024

  Our Service Manager did a property visit today 12/20/24. He noticed that the lawn was suffering from drought stress. He also noticed that although the lawn is recovering it also shows that no watering was done after the aeration/seeding. As a good faith gesture, TruGreen has agreed to refund $250.00 which represents half of the completed aeration/seeding since the decline of the lawn is not a result of our services. The aeration/seeding was completed on 10/15/24. The original cost for this service was $558.00 and we credited $58.00 on 12/13/24 when Mrs. ****** phoned in and made a credit card payment in the amount of $500.00. TruGreen considers this matter resolved.

  Customer Answer

  Date: 01/03/2025

  Dear BBB - This is a confusing response as Ive received communication from TruGreen for a full refund. 1st Id like to recap TrUGreens in person visit to my home.

  Here is the response I sent from the follow-up appointment to TruGreen, please note Im redacting names:

  Dear **************** *** *************** you for reaching out. I'd like to clarify some things about my appointment with TruGreen Employee on Friday.
  TruGreen Employee arrived at my home at 9:15 am. I see TruGreen Employee is also the person who did the initial service, why would TruGreen send the person whose quality of work Im disputing to check it out?
  
  When questioned about the 18 minute service time TruGreen Employee said that because the guy forgot to push the button on the start time and that he mustve done most of the yard, realized the mistake, then pressed the button. This is confusing, was TruGreen Employee not the  guy who did the work? Thats how I read the invoice. At the very least he's supposedly supervising the person doing the work. This is also quite different than what TruGreen ************ *** 1 claimed during a 12/13 phone call which is some special machinery so fast it could somehow do my 2/3 acre lot in 18 minutes.

  
  TruGreen Employee pointed out just one hole on my front lawn. TruGreen Employee didnt even look at my back yard which is 4x bigger than my front, let alone go to the other side of my front yard. He maybe walked 20 feet.

  
  TruGreen Employee did say it is caused by drought , yet none of my neighbors have this issue nor water their lawns during the drier months. Quite a coincidence this happens only to me and the 1st year it happens is with Tru Green service. Also, quite a coincidence its just a large ***** ***** patch with green areas elsewhere. I still think something was sprayed that shouldnt have been.
   I checked out the historical rain records after October 15th and if the seed was properly applied there was plenty of rain in the preceding days/weeks for it to take. 

  
  How do I know my backyard was ever serviced if the person sent to my house (and presumably did the initial work) didnt even look at the entire yard after a complaint? Perhaps its not that a button wasn't pushed or a super fast machine, but rather the yard was not really serviced. Ive heard two different reasons from TruGreen regarding the 18 minute service and both of those reasons feel dishonest considering how bad it all looks.

  
  TruGreen Employee spent a total of 4 minutes at my home on Friday, I have a doorbell camera that corroborates this. He spent no time really looking anywhere beyond a small patch in my front yard and gave the impression of wanting to not deal with this and leave. It truly felt like he already knew what he was going to say and do when coming to my house and just going through the motions. TruGreen Employee said that Id be getting half back and that he was going to shove off now at which point he got into his truck and left.
  I still would like a full refund of $500. And you are mistaken about $250 being refunded, only $****** was refunded. 
  
  
  I have the worst looking lawn on the street now. I paid a lot of money over the past year for a better-looking lawn, it is worse than before hiring TruGreen and now Ill have to spend quite a bit just to get it to a decent baseline again.
  

  
  After I sent the above email to TruGreen they sent me communication theyd make sure I was refunded the promised  $250 (as they only refunded ******) and that theyd contact the local TruGreen office about refunding the additional $250.  Theyve since called to refund the additional $250, but they never refunded the full $250 from their initial promise. As of right now they have refunded $378.18 and I should be refunded an additional $121.82.

  
  TruGreen appears to struggle with their internal communications as Ive experienced employees in varying offices who provide conflicting information. Even their response to BBB is lacking in details. I was told by one customer service representative that they would not even look at my lawn after complaining (and cancelling) unless I signed up for service with them again. So I begrudgingly signed up just so someone could look at my lawn. Then the next customer service representative I spoke with on the phone said thats not true so they then canceled the service for me again. I also was told by one representative they could not send me any verification of cancellation, but the next customer service representative said they could (and did). 
  

  As mentioned Id like the final $121.82 refunded before this complaint is considered closed.

   

   

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22685605
  
  I am rejecting this response because:

  Dear BBB - This is a confusing response as Ive received communication from TruGreen for a full refund. 1st Id like to recap TrUGreens in person visit to my home.
  
  Here is the response I sent from the follow-up appointment to TruGreen, please note Im redacting names:
  
  Dear **************** *** *************** you for reaching out. I'd like to clarify some things about my appointment with TruGreen Employee on Friday.
  TruGreen Employee arrived at my home at 9:15 am. I see TruGreen Employee is also the person who did the initial service, why would TruGreen send the person whose quality of work Im disputing to check it out?
  
  When questioned about the 18 minute service time TruGreen Employee said that because the guy forgot to push the button on the start time and that he mustve done most of the yard, realized the mistake, then pressed the button. This is confusing, was TruGreen Employee not the  guy who did the work? Thats how I read the invoice. At the very least he's supposedly supervising the person doing the work. This is also quite different than what TruGreen ************ *** 1 claimed during a 12/13 phone call which is some special machinery so fast it could somehow do my 2/3 acre lot in 18 minutes.
  
  
  TruGreen Employee pointed out just one hole on my front lawn. TruGreen Employee didnt even look at my back yard which is 4x bigger than my front, let alone go to the other side of my front yard. He maybe walked 20 feet.
  
  
  TruGreen Employee did say it is caused by drought , yet none of my neighbors have this issue nor water their lawns during the drier months. Quite a coincidence this happens only to me and the 1st year it happens is with Tru Green service. Also, quite a coincidence its just a large ***** ***** patch with green areas elsewhere. I still think something was sprayed that shouldnt have been.
   I checked out the historical rain records after October 15th and if the seed was properly applied there was plenty of rain in the preceding days/weeks for it to take. 
  
  
  How do I know my backyard was ever serviced if the person sent to my house (and presumably did the initial work) didnt even look at the entire yard after a complaint? Perhaps its not that a button wasn't pushed or a super fast machine, but rather the yard was not really serviced. Ive heard two different reasons from TruGreen regarding the 18 minute service and both of those reasons feel dishonest considering how bad it all looks.
  
  
  TruGreen Employee spent a total of 4 minutes at my home on Friday, I have a doorbell camera that corroborates this. He spent no time really looking anywhere beyond a small patch in my front yard and gave the impression of wanting to not deal with this and leave. It truly felt like he already knew what he was going to say and do when coming to my house and just going through the motions. TruGreen Employee said that Id be getting half back and that he was going to shove off now at which point he got into his truck and left.
  I still would like a full refund of $500. And you are mistaken about $250 being refunded, only $****** was refunded. 
  
  
  I have the worst looking lawn on the street now. I paid a lot of money over the past year for a better-looking lawn, it is worse than before hiring TruGreen and now Ill have to spend quite a bit just to get it to a decent baseline again.
  
  
  After I sent the above email to TruGreen they sent me communication theyd make sure I was refunded the promised  $250 (as they only refunded ******) and that theyd contact the local TruGreen office about refunding the additional $250.  Theyve since called to refund the additional $250, but they never refunded the full $250 from their initial promise. As of right now they have refunded $378.18 and I should be refunded an additional $121.82.
  
  
  TruGreen appears to struggle with their internal communications as Ive experienced employees in varying offices who provide conflicting information. Even their response to BBB is lacking in details. I was told by one customer service representative that they would not even look at my lawn after complaining (and cancelling) unless I signed up for service with them again. So I begrudgingly signed up just so someone could look at my lawn. Then the next customer service representative I spoke with on the phone said thats not true so they then canceled the service for me again. I also was told by one representative they could not send me any verification of cancellation, but the next customer service representative said they could (and did). 
  
  As mentioned Id like the final $121.82 refunded before this complaint is considered closed.
  
   
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/06/2025

  TruGreen attempted to reach Ms. ****** today 1/6/25, via phone and email. In regards to the aeration/overseeding service, the service was performed by a specialist, but the manager's name is listed on all work orders for the servicing branch. The manager is not present during the time of service. The manager advised that he visited the property for approximately 15 minutes with the customer and took photos of the property. New seed should be watered daily for best results. Ms. ****** advised the manager that she did not receive the aftercare print out about the seeding, which we would have no way to verify. It is possible for neighboring properties to not have the same drought issues, as soil conditions, sun exposure, water retention and grass type can vary from property to property. TruGreen has agreed to refund the additional $121.82 that Ms. ****** has requested as a good faith gesture to resolve this matter. TruGreen considers this matter closed. 

• Initial Complaint

  Date:12/06/2024

  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 paid them $1000.73 they say I over $ ******? this is ridiculous . it should be less the amount they told me was around $1200. 00 this is over they did not send me current bills they harras me everyday calling 2 -3 times a day /please help me. I am 90 years old but I have my senses thank God.

  

  Business Response

  Date: 12/10/2024

  TruGreen corporate customer care left a message for Ms. ********* on 12/9/24 and sent an email detailing the invoices and payments received. TruGreen advised Mrs. ********* that there was a check for $501.52 from 11/4/24 that was unable to be processed. Mrs. ********* called back in on 12/9/24 and made a payment of $501.52 with TruGreen customer service. There is no balance on the account at this time, and this matter appears to be resolved. 

• Initial Complaint

  Date:12/02/2024

  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.

  Trugreen was hired by me to spray my lawn. I keep catching trugreen employees not spraying my lawn, putting a sign in my yard and sending me a bill. This has happened on video, and in person. My lawn also showed this through an abundance of weeds and unfertilized grass. This has happed more than 10 times. I have reported it too trugreen, they will sometimes send different personell sometimes send the same personell. After observation it seems as if no matter who they send, they will only spray the grass if it looks bad enough to them. I tried to end my account and discontinue service and trugreen kept showing up. I told trugreen they where not allowed on my property, they kept showing up, not spraying, and billing me. In ********************************************************************************************** spring of 2024 trugreen showed up, sprayed and billed me. I called and said this was not ok, I don't have an account and they are trespassing. They showed up again and did not spray and put a sign in my yard and billed me. At this time they have put me in collections for $155 and I am getting harassing phone calls constantly. I don't even have an account to log in and resolve it, even though I am being charged for service that I explicitly refused. I will not pay this balance, I want my credit corrected, the balance withdrawn, and for no trugreen personnel to contact me or set foot on any property I own ever again.

  

  Business Response

  Date: 12/05/2024

  Mr. ******** contacted TruGreen on 9/26/23 and requested to cancel the service for the remainder of the season/year. As TruGreen service is continuous/automatically renews, the remaining 2 services were cancelled for 2023, and the service renewed for 2024. TruGreen apologizes for any confusion or miscommunication regarding the continuous service policy and if Mr. ******** was intending for the service to be fully cancelled at that time. TruGreen corporate care spoke with Mr. ******** on 12/5/24 and agreed to waive the balance on the account as a good faith gesture to resolve this matter. Mr. ********** account is cancelled, so no further applications will be scheduled unless Mr. ******** reactivates his account. ********************** has added Mr. ******** to the do not contact list as requested. 

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service 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.

  My account was mixed up with my neighbors account and my credit card was charged over 900$ in May. Since then, this issue has been resolved with all the credit back to my account. ********************** is trying to bill me for services on 08/28 however they were not out. I have contacted them several times and have a confirmation number as well as an email saying my account has been resolved. I continue to receive phone calls from them 2-3 times a week even after the confirmation number and email. They have called 2-3 times a week since September, and I have always followed up with a phone call to the main branch. on 11/25 the email was received that my account was credited, and no phone calls should be received however I did get another phone call today 11/27. I would like to file a complaint for harassing phone calls.

  

  Business Response

  Date: 12/02/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by phone, apologizing for the inconvenience caused, confirming the balance of $53.60 has been credited leaving the account balance at $0, confirming the customer has been added to our DO NOT CONTACT queue, the customer complained about constant phone calls, we have removed their phone number moving forward and all contact should cease
  

• Initial Complaint

  Date:11/25/2024

  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 have been using TruGreens lawn care services for the past two years. When I signed up, I was assured that their services would include comprehensive lawn care, including effective weed control. Despite their promises, I have seen no improvement in specifically weed management on my property.I contacted TruGreen to address this issue, and instead of resolving the problem, they provided excuses, claiming they only treat certain types of weeds. This limitation was never disclosed to me when I signed up for their services.The situation has escalated, as I have now received a warning letter from my homeowners association. They have informed me that if the weeds are not addressed, I will face significant penalties.Resolution Requested:I request that TruGreen take full responsibility and properly address the weed issue on my lawn as originally promised. Alternatively, if they are unable to fulfill this service, I demand a full refund for the two years of fees I have paid.TruGreens failure to deliver on their promises has caused me undue stress and financial risk. I hope this issue can be resolved promptly.

  

  Business Response

  Date: 12/04/2024

  TruGreen service manager, ***** has spoken with ****** ****. TruGreen is refunding $150.00 so Mr. **** can get the dallisgrass removed by a landscaper, as this is not able to be controlled by TruGreen. TruGreen will complete the first four applications in 2025 at no charge to Mr. ***** and TruGreen will also complete a free spring aeration service to resolve this matter with the customer. 

• Initial Complaint

  Date:11/25/2024

  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 a one year service contract for fertilizer and insect control for myself and my sister ********* ******. I paid for the contract using my Amazon credit card. At the end of the contract unbeknownst to me TruGreen began charging that credit card for service monthly beginning in September 2024 in the amount of $66. They also charged me for my sisters service. I never gave them permission to charge my account and I think it is unethical for them to do it.

  

  Business Response

  Date: 12/05/2024

  TruGreen attempted to reach Ms. ***** via phone on 12/4/24 and left a message. TruGreen sent an email advising on TruGreen's prepay agreement which is found on the electronic service agreement the customer would have authorized at the time of sale and the Welcome Aboard Letter (attached here) sent to the customer shortly after signing up for service.

  The PrePay Agreement states: "If you elect to PrePay for some or all of your TruGreen services, you acknowledge and agree that depleion of your prepayment funds is not an automatic cancellation of your account and that services, including those containing the application of pesticides, will continue after your prepayment funds are depleted unless you contact us to cancel your account. If your prepayment funds are depleted, you authorize us to convert your account to EasyPay status using the same debit/credit card or bank account used for your prepayment and to charge your debit/credit card or bank account for the cost of each service after it is performed."

  TruGreen offered to refund 50% of the charges that Ms. ***** incurred after the initial prepayment as a good faith gesture. Ms. ***** responded that she is out of the country until 12/16/24 and requested a copy of the signed agreement. TruGreen does not have contracts or signed agreements. TruGreen sent Ms. ***** a copy of the Welcome Aboard Letter and asked Ms. ***** to advise if she accepts the 50% refund offer. 

• Initial Complaint

  Date:11/25/2024

  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 have had *********************** for the past couple of years. This past summer my lawn was burned out by a True Green Lawn application which they are disputing. I cancelled all further services with True Green pending a satisfactory reply from them on my lawns condition. However, since I cancelled their service they would not speak to me "because I'm not a True Green customer".I reached out to the **. ************************ for help. They have been unsuccessful with the local management team and sent my complaint to the Attorney General of Kentucky. This has been going on for two months with no reply from True Green. People should be aware of this company before doing any business with them in our area.

  

  Business Response

  Date: 11/27/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by phone apologizing for any inconvenience caused, confirming the senior service manager **** **** visited the property in August, stating there was no damage from the applications, confirming the summer was hard with drought and high temperatures, the customer had dollar spot disease in their lawn and drought stress as well, there were weeds due to the weather affecting translocation, reservice for weeds was completed at that time, the service manager **** gave the customer cultural practices to help with the grow out process, this was the only way to get rid of the disease, confirming various lawns in their area had disease issues, confirming a complimentary aeration & overseeding will be done in the spring of 2025, no pre-emergent applications can be done until then or it will halt the seed germination