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 Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  
• 

  Scotts LawnService Philly-Runnemede (HUB)

  165 E 9th Ave Ste E Runnemede, NJ 08078

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:10/15/2024

  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 told this company to take me off the call list multiple times and they keep calling me on different numbers. I try calling back and all I do is leave voicemails and texts telling them this. My phone stays on **** not disturb" during my work hours so I have been missing their calls. Beyond frustrating and will never go with them to do lawncare or anything.

  

  Business Response

  Date: 10/16/2024

  RESPONSE:
  Thank you for your feedback.
  TRUGREEN appreciates the time taken to provide us with your concerns.
  In review of the non-customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused,confirming their information has been forwarded to the sales management team to be removed from any upcoming sales material, confirming they have added to our DO NOT CONTACT queue
  
  -  phone calls to cease within 30 days
  -  emails to cease within 3 days
  -  regular mail to cease within 4-6 weeks.
  

• Initial Complaint

  Date:10/14/2024

  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.

  On 9/10/24, I spoke with a TruGreen *** about services for my lawn. Grubs had damaged much of the front lawn and since they had provided previous lawn service, I called them. I agreed to limited service which included grub eradication, aeration, and overseeding. I stressed that special attention should be given to the grub-damaged areas. I provided my Discover card to take care of costs. I agreed to three services: grub treatment, aeration, and overseeding. My plan specifies $89.95 per treatment. To this point they have charged my card $599.00. When the aeration and overseeding were done (I was not at home), seed was strewn on the driveway and the aeration damaged the top of my front lawn. I hired a new landscaping service on Oct. 4, 2024 to take care of the dead grass and to place sod on the exposed areas. Grubs were alive and plentiful, much to my surprise. I have pictures of ***** crew picking live grubs. I called Trugreen to cancel my contract with them and ask if grub control had been put down. The ***. said no. Since the crew was waiting for instruction, I decided to apply GrubEx myself. I paid for four bags and treated the entire lawn, not just the part where live grubs were found. I have been trying to get a refund for the grub treatment which was not done, or done very poorly, and for the money I spent on the four bags of GrubEx., which comes to $143.58. Since TruGreen did not apply anything to control white grubs, or they did not apply it effectively, I would like to be reimbursed for $89.95. Lastly: I have been trying to contact a TruGreen ***. to help me get reimbursed. However, that has become a nightmare. The company will onlycall you when they are ready to do so; I cannot reach anyone who can expedite this matter. This morning, the phone rang, my wife picked it up, said Hello, but no one was on the other end. An email later said that ******* had tried calling, but I could not contact her.

  

  Business Response

  Date: 10/17/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. At the customer's request his account has been cancelled and he can expect to receive a refund in the amount of $237.57 in 5 to 7 business days. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22420938, and I accept their proposed resolution.

  
  
  Sincerely,
  
  
  
  James Turner

  2 McDonald Ln

  Rensselaer, NY 12144

  
  

• Initial Complaint

  Date:10/13/2024

  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 am writing to formally request a full refund for the TruGreen services I purchased earlier this year. On May 13th, 2024, I paid $251.60 for a package of six treatments, hoping to improve the appearance of my lawn. Unfortunately, after my fourth service, I noticed significant damage to my yard. Large patches of my grass had been burned, which was confirmed by the regular technician during the next service. He explained that the previous application had been applied incorrectly, leading to the damage.Since then, I have made numerous attempts to contact the local supervisor to resolve this issue, but my efforts have been in vain. Despite reaching out multiple times, there seems to be no direct way to connect with the appropriate person. **************** has not been able to assist in redirecting me to someone who can address the problem. I have been dealing with this for several months now, and the situation has caused me considerable frustration and stress.Given the extent of the damage to my lawn and the lack of responsiveness from TruGreen, I am requesting a full refund of $251.60. I trusted your service to enhance my lawn, but instead, I am left with more harm than improvement.I hope we can resolve this matter promptly and without further delay. I appreciate your attention to this issue and look forward to hearing from you soon.

  

  Business Response

  Date: 10/21/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customers complaint, corporate care contacted the customer directly by leaving a voicemail message on 10/14/24 at approximately 12:52pm-CST, leaving a voicemail message on 10/15/24 at approximately 8:43am-CST, leaving a voicemail message on 10/17/24 at approximately 11:51am-CST, and leaving a voicemail message on 10/18/24 at approximately 9am-CST, each time leaving a voicemail message without an response, contact was made with the customer on 10/16/24 but they were not available and wanted a callback, if further assistance is needed, please contact ************ or respond to the emails sent
  

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22418367
  
  I am rejecting this response because: I did pick up the call and let her know to call me back 2 hours later, I was waiting but no one called. I picked up calls previously on the ********** number but when I pick up no one responds. Please call on ********** 10/28 between 8am - 2pm EST, Tuesday- I am available all day
  
  Sincerely,
  
  Sabana *****

  

  Business Response

  Date: 10/30/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customers complaint, corporate care contacted the customer directly by apologizing for any inconvenience caused, confirming the service manager ****** ****** spoke with the customer on their lawn, confirming ************************************************ all the weeds in their lawn, there were no ***** or damage in the lawn, confirming aeration & overseeding will be free of charge in 2025, confirming lawn was overseeded by the service manager, instructions were left about watering the lawn,
  
  

• Initial Complaint

  Date:10/12/2024

  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.

  November 2023 to October 2024 Trugreen ********* has destroyed landscape lights and run over newly planted trees. They have also killed large areas of yard. On October 7, 2024 they ran up on patio destroying our outdoor furniture.

  

  Business Response

  Date: 10/17/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate customer care has tried reaching out to the customer via email and by phone numerous times and was not able to reach the customer.
    
  If the customer has any additional questions, please feel free to give us a call directly at **************.

• Initial Complaint

  Date:10/12/2024

  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 killed my lawn. Nothing they've done fixed it. They lied about what they were going to do.

  

  Business Response

  Date: 10/17/2024

  
  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. The customer had Chinch bug damage to his lawn. Which the customer's service plan did not include a Chinch bug preventative.  We treated it as soon as we knew about, and as a courtesy, we offered to repair it. We have Aerated and Overseeded the customers lawn and also raked and slice seeded as well to help repair the damage.

• Initial Complaint

  Date:10/12/2024

  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 came out to spray before a party there was no relief they came out again and there were so many mosquitoes that the party had to be held inside. they said they would come again at no charge and spray they did this again with no relief. I explained to them that unless we have relief we cannot pay for a service she agreed but keeps calling daily. They are now asking us to pay for something that never worked. WE have called multiple times and tried to escalate this. I spoke to ******* last. no one is trying to resolve this issue and since we have not one day without mosquitoes we should not have to pay.

  

  Business Response

  Date: 10/16/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly by apologizing for the inconvenience caused, confirming the amount of $44.97 has been waived, leaving the account balance at $0, confirming the account has been cancelled/closed
  
  

• Initial Complaint

  Date:10/11/2024

  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.

  My lawn was in perfect condition when I hired TruGreen. Once they started treating my lawn for weeks and giving it fertilizer. It got a fungus infection that went untreated until I called in another lawn service to diagnose the issue because TruGreen just kept telling me to water more. Which was making it worse. Once I had a third-party document, I was able to get a supervisor from TruGreen to come look. He agreed it was a fungus and they treated it. The lawn is dead, and they just spread some seed. I paid $35K in Dec 2023 for the lawn to be put in. I hired TruGreen in April 2024 and by Aug of 2024 my lawn was dead. TruGreen manager will not communicate with me anymore because I am requesting to have my lawn replaced. I contacted a lawyer and she recommended this complaint prior to litigation.

  

  Business Response

  Date: 10/28/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused,confirming the customer has talked to our senior service manager **** ********,confirming the quote from the landscaper to replace their backyard has been accepted, the W9 has been received and accepted, the landscaper will have to set the date for installation, if further questions and/or concerns are requested, please contact the service manager
  

• Initial Complaint

  Date:10/10/2024

  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 called TruGreen ************** May of 2024 and terminated my lawn service at my rental property because of dissatisfaction with the weeds service. On 09/05/2024, I received an email from TruGreen stating I owed the company for lawn services. I immediately called TruGreen to dispute the charge. The customer service person informed me that the person I spoke to failed to file my termination of lawn service. H e stated that the matter would be taken care of by TruGreen and the lawn service charges would be waived. However, October 8, 2024 a customer service representative called my residence and claimed I owed Trugreen for the service. She stated that TruGreen had no record of my termination notice. Yet, TruGreen did not have the credit card number I used to autopay for the lawn service since 09/05/2023.

  

  Business Response

  Date: 10/17/2024

  Thank you for reaching out to us.  A member of the corporate care team has made several attempts to reach this customer.  Unfortunately, we have been unable to make contact with them.  We would like to apologize for any inconvenience this has caused.  We have also credited the balance in question, and the customer has a zero balance.  The customer now has a zero balance.  If there is anything else we can do to assist, please let us know.  

• Initial Complaint

  Date:10/10/2024

  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 property damage due to improper chemical spray. Oil sprayed all over my homes foundation , Two broken Sprinkler heads. I have called 7 times and never received any call back ! It have been two weeks !

  

  Business Response

  Date: 10/22/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch service manager ****** ****** has replaced the broken sprinkler heads and TruGreen has hired another company to go out and soft wash her home to remove the stains. Corporate care and ****** will continue to follow up with the customer next Spring to monitor her plants and her shrubs. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22404624
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/09/2024

  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's comes out every month to treat the grass, on the specific day the employee that was sent did not knock on the door and continued to treat the front yard after he proceeded to the gate where a beware of dogs sign is and due to him not knocking at the door he let the dogs out and he proceeded to jump on a customized show truck that has customized paint job and he damaged the fender and the hood of the truck once we realized he let our dogs out we went to get them and he left. after contacting the local TruGreen's office that day in ******************* they gave us the run around for about 9 months claiming upper management had to take a look at pictures and videos. about a week ago someone called and stated they will not pay for the damages to the truck from this incident. we have submitted timeline videos and photos to TruGreen's and still can't get them to resolve the issue. we dealt with ******* ******* at the local office. Mr. ******* stood in our front yard and stated we had them dead to right and they would have to pay for these damages and now they are refusing, we have tried every which way to resolve this other than court and nobody will help. we are willing to negotiate the cost of the damage to the vehicle

  

  Business Response

  Date: 10/18/2024

  Thank you for reaching out to us.  A member of our branch management team met with the customer on the property to view the damage to the vehicle.  The customer made multiple attempts to get estimates for damage to the truck.  It is our policy that any damage estimated to be more than $2500 be reviewed by our legal/claims department.  Due to the amounts listed in the estimates we received from the customer, this was turned over to our legal/claims team for review.  They reviewed the pictures/video footage provided by the customer, and determined the extent of the damage seen in the pictures was not caused by our technician.  At no time did we agree to reimburse the customer for any damages.  We are denying the customer's request for reimbursement because the damage was not caused by our employee, and this has been communicated to the customer by our general manager by phone.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22404265
  
  I am rejecting this response because:

  Mr ******* stood in our front yard and told us that they were responsible for the damage. The technician did in fact said damage to this vehicle. We have them on video footage climbing all over the hood of this vehicle. Green has drug their feet on this problem for a year now claiming that upper management had to look at it. At no time were we told that legal said that they werent responsible. I have time stamped video proof that this technician did in fact damage my vehicle. I have eye witnesses as well. No one from upper management has even spoke with us about this. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 10/24/2024

  Thank you for reaching back out to us.  The General manager contacted the customer again regarding their concerns.  The customer agreed to settle for $2500.  The branch will have the customer sign a release, and deliver a check to the customer directly.