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

  50526 Corporate Drive Macomb, MI 48044

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  TruGreen

  100 Mid County Drive Orchard Park, NY 14127

  

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:10/29/2024

  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.

  Starting from 2/21/24 till 10/28/24 I decided against my better judgment to use Trugreen once again. the first time I left their program this location was charging me without sending anyone to my house to do the work I paid them to do. I have spent roughly 400 dollars starting from spring till now for weed control and not only does it not work as they advertised but I don't think they even use the amount they claim to be. Today I received a collection notice because they were unable to charge my account after every monthly service. No calls, no texts, and no mail was sent to me for notification about past due payments. Instead they send me a collections and put a stain on my flawless credit report. Trugreens is a sham and absolutely horrid company that cares not for your lawn but only how much money they can steal from you. They will not gurantee service nor will they refund you for anything. Stay away from Trugreens. My lawn still look like c*** and the only reason it looks semi okay is because of my own efforts and not the business Im paying to fix it.

  

  Business Response

  Date: 11/01/2024

  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 the amount of $179.26 has been waived leaving the account balance at $0, confirming their credit rating will not be impacted in anyway,
  
  

• 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.

  Trugreen put the wrong chemical on my grass in september. I was told by the supervisor it was for bahia grass and I have st. ********* grass and he said that is why my grass is dead. I have pictures and videos I took of my grass in october and most of my grass is dead. I have pictures in september I took for another reason and my grass was green and healthy. The supervisor ********* ************ told me he was going to place 200 grass plugs because sod is too expensive. That amount would not even cover a quarter of the damage that was caused by trugreen. He was at my house 10/11/24. I have not heard back from him and the invoice in my account states that he recommends I place sand or mulch in those areas which would include most of my grass area. I don't think I need to spend more money on something that wasn't my fault. My property sq ft that was treated was ******. My account was also inactive and I had to go through several people to unlock my account. I can supply pictures and videos upon request. Thank you

  

  Business Response

  Date: 11/06/2024

  Thank you for reaching out to us.  A member of the corporate care team coordinated a property visit from the local management team.  They agreed to install an additional 80 plugs in the lawn to help it recover, as well credit the balance on the account of $102.95.  ************** received confirmation from the branch the plugs were installed earlier today, and they spoke with the customer while on the property.

• Initial Complaint

  Date:10/28/2024

  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 secured TruGreen's services to fertilize my front lawn and kill crabgrass. They came out in July, and I was unhappy with the results. I complained. They came out for free in August and sprayed again and within days the entire front yard was destroyed. I complained. They offered to come to inject seed into the ground. I refused to pay for any of services. About a month later I got another call saying their general manager wanted to inspect the lawn and would call to schedule an appointment when I was home. I never heard back from them. Now my lawn is the laughingstock of the street.

  

  Business Response

  Date: 11/06/2024

  Corporate Care coordinated a property visit with the local management team. The service manager evaluated the property, and discussed the condition of the lawn at the start of the service with the customer. We agreed to do a lawn renovation for this customer in the spring.  It is too late in the season for us to do anything at this time. Corporate care will follow up with the customer and the branch in the spring to make sure the renovations are completed.

• Initial Complaint

  Date:10/24/2024

  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.

  My name is ***** ******. I am filing this complaint as Power of Attorney for my mother, ****** ******. She is receiving collection notices from Trugreen for services supposedly performed in 2024. Her contract for **************************************************************** expired in August 2023 , at which time, my father contacted them to not renew the contract. My parents moved from the home on September 1, 2023. Trugreen left messages daily on their phone, sent monthly letters and left literature at the property monthly soliciting a new contract. These solicitations were ignored, as there was no need for services. In June of 2024, my mother received a bill for services rendered. I called and spoke to a representative saying no services were contracted. They responded that account was closed. In August of 2024, my mother received another bill. I again spoke to a representative and was told the account was cleared. In October 2024 my mother received a notification from a collection agency regarding this debt. I have spent hours on the phone resolving this issue. I'm done.

  

  Business Response

  Date: 10/30/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by sending an email on 10/25/24 at approximately 3:13pm-CST, sending an email on 10/28/24 at approximately 7:44am-CST, and sending an email on 10/29/24 at approximately 7:55am-CST, the phone number listed on the complaint did not prove enough numbers to contact the customer, if further assistance is needed, please contact ************ or respond to the emails sent
  
  
  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22468619
  
  I am rejecting this response because:
  I responded to the email I received on 10/29. I am not comfortable having another " resolution phone call" as I have already done this twice.  This responds shows no action other than sending emails
  Sincerely,
  
  ****** ******

  

  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 by email confirming the amount of $91.60 has been waived, leaving the account balance at $0, confirming the previous respond was made before the customer made an email reply, the account is cancelled/closed
  
  

• Initial Complaint

  Date:10/24/2024

  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 contacted Truegreen to receive aeriation and overseeding services. I was given d.o.s 10/15/2024. i called on 10/14 just to see if there were other dates because i wanted to be home when services were done. at that time i was taken out the system in error and *** rescheduled me for 10/17/2024. on 10/17/2024 checked status of services via link. which gave incomplete services will be rescheduled. called csr# was advised by two different ************ would still be completed. last call being around 4:30pm. *** said person has until 6pm. at 5:30 i receive a text from H. Zhyhee stating he arrived at my property and then 1 second later services will not be completed. I called number they said he put in system trouble with machine. rescheduled me 21st. the same thing happens. except this time, he waited until 6:22pm to tell me that my services were not going to be completed. on 10/18 i spoke with a supervisor (*****) and requested he not be sent to my house which was never done. she also stated she would give me a refund and I would receive services. today 10/24/2024 made a call to truegreen only to find a refund was never reissued and that it only has me scheduled for 10/30/2024. *** stated she would put it in the system again. i am seeking a refund for my trouble and services

  

  Business Response

  Date: 10/25/2024

  Thank you for reaching out to us.  A member of the corporate care team spoke with the customer.  We apologized for the multiple reschedules of their aeration and seeding, as well as the interactions the customer had with our customer service team when she called.  ************** assured the customer the aeration and seeing is scheduled to be completed on Monday, October 28.  The local branch team is aware of the situation, and has committed to make sure it is done.  ************ will be completed at a courtesy to the customer due to their experience with us.  We are currently in the process of refunding the amount they prepaid.  ************** will follow up next week to make sure they are satisfied with the aeration and seeding and to make sure the refund is received.

• Initial Complaint

  Date:10/23/2024

  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.

  Company would come to my property and state services that they had done. But didnt perform the said services. I filed a complaint with the company and was told ** receive a free service. But how is it free if the original service was never preformed. The company finally sent a white shirt out. And she stated that they were not doing what they said. I was told they would come and do a overseed and aureate my back yard but never did. They said theyd do my whole yard but never did the back and side but one time. I was told a manger by the name Mr. **** would contact me. But to this day no manger has. The last time I called I was told the aureation and overseed was cancelled because I cancelled my services.I have reached out numerous times with no results

  

  Business Response

  Date: 10/28/2024

  Thank you for reaching out to us.  A member of our corporate care team spoke with this customer.  We apologized for the experience they had with a member of our local team.  ************** reviewed the account with the general manager, and he agreed to refund the customer for the services he paid for this year.  We are currently in the process of refunding the customer $746.77.  ************** will follow up with the customer to make sure the refund is received.

• Initial Complaint

  Date:10/23/2024

  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.

  Today someone from Trugreen came and delivered some kind of treatment. We did not have any agreements with them nor have we ever contacted them. We told the employee to stop and he left and stopped applying whatever he was applying- he did not tell us what this is. When we checked our lawn later on a sign had been planted in the front lawn. We use a different company for our lawn care needs and this might damage our lawn as we had fertilizer applied earlier this week. We do not know what they applied and if it safe for our children. Not sure if this is a criminal act as not sure what they applied and this certainly is trespassing as we told them to leave and then they put a sign in and were hoping to get guidance on our approach here to stop this and seek compensation for damage that was done to our lawn

  

  Business Response

  Date: 10/24/2024

  Thank you for reaching out to us.  A member of the corporate care team coordinated a call from the local branch to the homeowner.  The manager discussed the difference between the products our technician applied versus the products his company applied.  The manager told the homeowner his lawn company used a slow-release product, versus the immediate release product we applied.  The manager explained both products will not become available at the same time.  The homeowner stated he understood.  Our manager will visit the property next week after we get some rain to check on the condition of the lawn.  The manager also provided the homeowner with his direct contact number to contact if there are any issues.  ************** will follow up at the end of next week to make sure there are no further issues.

  Customer Answer

  Date: 10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Thank you for getting back to me about this so promptly and resolving everything.

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

  W72N1121 Augusta Ln

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

  
  

• Initial Complaint

  Date:10/23/2024

  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.

  I began using the TruGreen ************************ 5 years ago. It has been in the last two years that serious problems began with large areas of grass dying off. Efforts to treat the problem and the company representatives explanation for it's failure to solve the problem have not been satisfactory. I was told these things. "the soil has washed away leaving the grass to die", "the soil is to hard and compact for the grass to grow", " spread a layer of top soil over the area (at your own expense) and it will grow back" " St. Augustine grass is not suitable for Florida" " you may as well cancel TruGreen service and let the yard go to weeds and just mow that" NOTE: This lawn was established in the soil that is currently present using plugs and sprigs. It grew, spread and established a thick healthy lawn that I maintained for 10 years prior to signing on with TruGreen. My personal analysis is/was that the lawn is dying from fungus infection. Because of that I had the turf analyzed by the ********************* plant pathology clinic at my own expense. They found the the turf is infected with 2 types of fungus and suffers from cinch bug damage. TruGreen noted they treated for fungus, but the records show they did not uses adequate amounts for the lawn area and did not follow the manufacture's guide lines for full and effective treatment, application and timing. TruGreen guarantees my satisfaction. I will be satisfied when the lawn is returned to the condition it was in when they were given the responsibility for it's care. Note: The treatment area is ****** sq ft.

  

  Business Response

  Date: 11/05/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch service manager ****** ******* has agreed to apply fungicide and to aerate the turf again on 11/14. He will also fertilize the lawn while on property. I will also follow up on the fungus monthly until it resolves. He explained we have to be careful not to over treat when not needed and we will work with the *** to get a proper fungicide application scheduled so we dont build resistance. He also agreed to plug the areas in spring and try to strain out the grassy weeds that have filled in, but he explained we cant control Bermuda grass. 

  Customer Answer

  Date: 11/05/2024

  The Trugreen offer is acceptable in the main. The only issue I have is about plugging new grass in areas where weedy grass has taken over. If using plugs to regrow these areas, I believe the uncontrollable grasses need to be killed/removed first, otherwise these areas will be a unsightly mix of plants. Thank you, ****** ******.

  Customer Answer

  Date: 11/14/2024

   
  

  From the CONSUMER:

  Sent 11/5/2024 6:00:46 PM

  The Trugreen offer is acceptable in the main. The only issue I have is about plugging new grass in areas where weedy grass has taken over. If using plugs to regrow these areas, I believe the uncontrollable grasses need to be killed/removed first, otherwise these areas will be a unsightly mix of plants. Thank you, ****** ******.

  
  

  

  Business Response

  Date: 11/18/2024

  We completed a full Aeration and applied fungicide and insecticide. The Aeration was completed to correct any concerns the customer is having with weeds. ********************** corporate customer care has spoken with the customer and confirmed ****************************. We will follow up in a month with fungicide and fertilizer. 

  Customer Answer

  Date: 11/20/2024

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

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

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

  Deltona, FL 32738

  
  

• Initial Complaint

  Date:10/23/2024

  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 used TruGreen for lawn care services to improve lawn health and appearance. I made an agreement for automatic payments for services at a monthly rate. Those payments were made. For the year 2024 I cancelled the services in September due to lack of improvement and in fact worse lawn condition than prior to enlisting their services. I had already paid January through September. After cancelling the services and being told that all balances were paid at the time of cancellation, I received a letter from a ****************** in October saying I owe more than $800 for unpaid balance to TruGreen. I had never once received any bill from TruGreen saying there were unpaid balances. When I called TruGreen to understand the balances they were not clearly able to state the reason for the balances and kept trying to come up with excuses but none of it made any sense. They claimed that not all of the services were covered by my monthly payment though I never approved any services outside of what was agreed to be done within the charge. I was also told that my service was being done at a discounted rate however that later someone had not approved the discounted rate and so that is why I owed more, this was never communicated to me and was after the fact of services being performed.

  

  Business Response

  Date: 10/25/2024

  Thank you for reaching out to us.  A member of the corporate care team spoke with this customer.  We apologized for the confusion caused by our monthly pay plan.  ************** reviewed the account with the general manager, and we agreed to credit the balance on the account due to the confusion caused by this program.  The customer confirmed **************************** with this resolution.  

  Customer Answer

  Date: 10/25/2024

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

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

  3 Remington Cir

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

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  In June of this year I inquired on TruGreens website about lawn services to kill weeds and promote grass growth. After finding out about the cost I decided not to proceed. About a week later a sales *** shows up to my house, I tell him what I am looking for and he says it will be $1,089 to achieve what I am asking, and I will see results after 3 months, and its risk free if I am not satisfied I can get my money back. Hesitantly I agree and pay in advance. Every month for service after the initial spray I told the service person I am not seeing results, and it was always, well you need to pay for this service too or it hasnt been the full three months. Paying for an additional service was not part of the deal. I set my expectations with the sales guy, and he indicated for $1,089 they can achieve my goals with ease. So low and behold we are in month 4 and a week after the last service I still see no results what so ever. None of the weeds are receding and grass is growing just the same and my yard is as bald as it was when we started. I reached out to the customer service team, told them everything, and they tell me they can only give me a $300 refund of the $1,000 I paid?!?! This service is an absolute joke, I had better results when I was putting out a weed and feed from Lowes or **********. I want my money back because this was an absolute scam. The sales guy needs to be transparent if there is not a full money back satisfaction guarantee because he is out selling promises that he isnt responsible for later.

  

  Business Response

  Date: 10/24/2024

  Thank you for reaching out to us.  Both a member of our corporate care team and our local management team spoke with the customer and discussed the service we offer as well as our guarantees.  We explained there are some things that customers may need to do on their end as our service is a partnership. Due to the misunderstanding regarding our program, we agreed to refund the customer the last 2 applications.  The customer agreed to this.  The refund can take 5-7 business days to process, and corporate care will follow up with the customer in about a week to make sure the refund is received.