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 Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  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:11/11/2024

  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.

  Tru Green in my area changed ownership at the beginning of this season, so I can understand there might be a little confusion, but they have refused deal honestly with me. They showed up and provided services that I did not request and had not received in years past. After calling customer service and spending an hour of my time, the issue was supposedly resolved and I prepaid for the entire season. A couple of months later I received another late notice of the original service that I did not request. I spent another hour on the phone and the issue was supposedly resolved for a second time. They told me to ignore any further bills because they had taken care of the issue. Well, I just opened a letter from a collection agency. The issue was not resolved even after I paid the entire season up front. I'm furious. I've asked them to never step foot on my property again. They showed up, provided services that were not requested and then turned that amount over to a collection agency after wasting a couple hours of my time in the process. I paid the balance they turned over to a collection agency to protect my credit score, but this is extortion.They should not be able to do business with the public with this type of behavior.

  

  Business Response

  Date: 11/12/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. A refund will be issued in the amount of $47.98. The customer can expect to receive their refund in 5 to 7 business days. 

• Initial Complaint

  Date:11/11/2024

  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.

  Date of service was 11/04/24, agreed upon service payment was $38.00, discussed process and cost over phone on main # not the local branch. They charged my credit card $380.00, called their customer service and discussed this cost that I was given over phone and advised them I would not be paying the amount they wanted to charge me compared to what I was told over phone.

  

  Business Response

  Date: 11/13/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by email apologizing for the inconvenience caused, confirming a refund in the amount of $301.97 will be returned to the credit card on file within the next 3-7 business days, confirming the account is cancelled/closed
  

• Initial Complaint

  Date:11/07/2024

  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 have been having issues communicating with this company over and over. When you try and chat with them online they say to call. When you call they say to use their online app. When you use their online app it is some random person replying without background knowledge of issue. Every time they come by, I rearrange my schedule so that I can talk in person and then they dont come when they say. The last time they were supposed to come by to aerate the lawn and over seed. Same issue where they came 3 hours before the 5 hour window even began. They gave me the wrong after care instructions and now it is too late in the season to redo it. When I emailed about the wrong information they said it would take some time and be patient. When I checked back in they said now it was too late in the season and that I started the correct instructions too late (because they sent them too late). I did not get the service that I paid for because they gave me incorrect instructions to follow. I want a full refund.

  

  Business Response

  Date: 11/12/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by email apologizing for the inconvenience caused, confirming a refund in the amount of $223.00 will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed,
  

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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 ************************************************** service I paid for and they never completed it. They were suppose to put down fertilizer and never did. This invoice shows they did not do the service but yet charged me for the service.This account is under *** *****.

  

  Business Response

  Date: 11/07/2024

  Thank you for reaching out to us. A member of the corporate care team spoke with this customer.  We apologized for how he was treated when he called in to customer service to complain about the application that was not completed.  ************** let the customer know we would refund the application in question.  It can take 5-7 business days for the refund to process. ************** will follow up with the customer to make sure the refund is received.

  Customer Answer

  Date: 11/07/2024

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

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

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

  Center Point, IA 52213

  
  

• Initial Complaint

  Date:11/05/2024

  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.

  In March 2024, I contacted TruGreen to help improve my parent's lawn. I purchased lawn, ************* pest, and mosquito treatments for a total of $2,416.26, which included a discount for prepayment. I don't recall ever seeing a contract and I could not find one in my emails. The salesman stated that there was a satisfaction guarantee and that services could be cancelled at any time for a refund of the amount for any unapplied treatments. During the entire treatment period, the only improvement in my parents' lawn (including pests/mosquitos/trees/shrubs) was elimination of some weeds akin to when I applied a bag of ******* *********** to my former lawn in another state. In June, I informed TruGreen of my disappointment with their services and asked for a refund. They said they would resend technicians and do extra treatments to ensure my satisfaction. In August, I asked for a refund. TruGreen gave a partial refund claiming that, rather than prorating the treatment costs, a refund situation allowed them to charge substantially more for each completed treatment. From my perspective, the minor improvement in the lawn would seem to fall under the guarantee and I should be entitled to a full refund. Otherwise, having completed 5 of 12 treatments would seem to entitle them to about $1,000 of the fee. This would mean a total of about $1,400 should be refunded, which is more than $500 more than the amount they did already refund. Given that I couldn't find a contract and, even after disputing the refund amount, TruGreen did not provide a copy of a contract, it seems to me that TruGreen still owes me roughly either $500 or $1,500.

  

  Business Response

  Date: 11/13/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. A refund has been issued in the amount of $498.50. The customer has confirmed that he has received his refund, and he is satisfied. We consider this matter resolved.

  Customer Answer

  Date: 11/13/2024

   
  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 33782

  
  

• Initial Complaint

  Date:11/04/2024

  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 contracted with TruGreen for one year of prepaid services for yard and tree and shrubs. They took my money upfront, then started to charge me for service in addition to the pre-pay amounts. They charged my credit card, unathorized charges. The service was poor, my yard went downhill quickly, shrubs died and the lawn had many weeds and insect issues. I cancelled the service, it took multiple requests and asked for 75% of my money returned as I canceled and only hasd service for three months. (3/12= 75%). I did not ask for them to pay for new sod or plants. I offered to share text messages with the sales person, they didn't want them, I asked for unathorized charges to be returned to me. I challenged charges with **** because they were nonresponsive to my requests. Their customer service people are protected, dont give out names or locations and will not escalate to a supervisor. In short, it is an exercise in wasting time to call them. After finally, ( I thought) clearing all items with **** and TruGreen, they sent me a bill for $207, that has a memo for ************** services dated Oct 28, 2024. When I called their customer center, they only wanted to say I owe them money. No services have been performed since August. My attempt to speak with anyone other than the phone **** is not honored. The local office does not answer their ******** experience has been 1. Unethical and untrue statements from the sales **** 2. Total lack of responsiveness from the customer service center, 3. No contract information provided, when they took my funds initially 4. They kept my credit card number and made unauthorized charges. 5. When I got credit card company involved they worked with me to settle things and get the dispute closed, 6. After closing dispute they reemerged and are sending bills for services not performed, for an account that is closed. I would like to avoid taking legal action in the form of lawsuit or filing criminal charges for theft.

  

  Business Response

  Date: 11/05/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has spoken with the customer and assured the customer that his account has been credited and cancelled at his request. 

• Initial Complaint

  Date:11/01/2024

  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.

  Honor your own 100% satisfaction guarantee and refund my money for a terrible service. Your own representative admitted I must have been taken advantage of. See my attachment for all of details as it would not fit here. Do not call me to "discuss, " send me an email confirming you're either going to honor your guarantee and when I can expect my refund.

  

  Business Response

  Date: 11/07/2024

  Thank you for reaching out to us.  A member of the corporate care team spoke with this customer.  We apologized the sales representative told them we would provide them with a bag of seed at no additional charge, and that their price would always be the same.  We let the customer know we do not generally provide a bag of seed for those customers who do not receive this service.  Since this was promised by the sales representative, we agreed to honor it for this year only.  The customer understands this is not something we will provide every year. We also explained to the customer why we have periodic price increases (due to the cost of business going up) and he understood.  The bag of seed has already been dropped off by the branch, and the customer has reinstated service with us.

  Customer Answer

  Date: 11/11/2024

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

  
  Sincerely,
  
  ******** Arena

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

  *******, ** 11763

  
  

• Initial Complaint

  Date:10/29/2024

  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 had TruGreen lawn service for over a year. I cancelled my service at some point after July 12, 2024, because I had been dissatisfied for several months. My grass was brown, and my lawn was bare in spots. They continued to charge me and have harassed me about my "late payment". Their commitment was to provide me with a healthy, green lawn and they didn't hold up their end of the bargain. They also added a tree and shrub service when I didn't even have shrubs. I cancelled that service, and they continued to charge me on that one as well. We eventually got that resolved, but there is definitely a pattern of miscommunication with them. Cancel means cancel. They shouldn't advertise that you can cancel service any time if it is so difficult to actually cancel service. My whole experience with them was not good, and I'm sure if you listen to the recordings of our conversations, you will hear the frustration in my voice. I would have to look back at records to know the total amount that I spent on their service, but the dispute is over the unauthorized charges for service after July 12th.

  

  Business Response

  Date: 11/05/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has tried contacting the customer via email and phone with no response. The customer's account has been credited for the charges received. Their account balance is zero. 
  
  

• Initial Complaint

  Date:10/29/2024

  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.

  Business has been paid to provide lawn services as promised. No service has yet been performed despite payment 3 months ago.

  

  Business Response

  Date: 10/31/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused, confirming the account has been cancelled/closed, confirming a refund in the amount of $124.94 will be returned to the credit card on file within the next 3-7 business days
  

• Initial Complaint

  Date:10/29/2024

  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 signed up for lawn services in September 2024 with the intention of starting spring of 2025. All my interactions were by phone and no one showed up to my house either announced or unannounced and this is confirmed because I have cameras. It is now October 29, 2024 and within the month and a half since I signed up for spring services, I have received two calls from True Green indicating that a *** observed insect damage to my trees and shrubs that were now diseased and were recommended for treatment. No one has been to my property therefore there is no way for them to tell what services especially those specific services are needed. Those employees must be working on commission and are most likely cold calling a number of customers and lying to them to get additional services approved, very untrustworthy and immoral practices. I beaded the wrap into stating the technician was on my property and observed the damage on my trees. I then confronted him and told him that nobody has ever been on my property and his tone switched quickly, and then he tried to tell me that he meant to say my neighbors have the diseases therefore I most likely have them.

  

  Business Response

  Date: 11/01/2024

  Thank you for reaching out to us.  A member of the corporate care team spoke with the customer.  We apologized for the *************************** they had with our sales team.  The customer's account has been canceled as requested.  The general manager of the local servicing office also spoke with the customer and apologized for what happened.  ************** let the customer know we were able to identify the representative he spoke with based off the information he provided and a conversation will be had with the representative regarding his behavior on the phone.