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

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  

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:10/09/2024

  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.

• 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.

  Last Fall, I hired TruGreen to work on my lawn because we were planning on selling the house. The front yard had some basic problems but the backyard was full of weeds and was not growing grass. Most of the lawn was dirt. TruGreen said they could grow grass in the back yard so they proceeded with the service. They applied weed killer, they aeriated the lawn, they put down fertilizer, overseed and revive. TrueGreen has a 100% guarantee. None of this worked at all and no grass was grown in the back yard. In the spring, they came out again and proceeded to perfom services. I Spoke with the tech about the fact that the grass did not grow, he promptly stated, you will not be able to grow grass so I sent him away and contacted the manager. Since we were moving, they agreed to perform the services on our new house. However, after about 5-6 phone calls where I would explain the situation over and over again, they still have not come out to perform this work, even though they agreed to under their 100% guarantee. I do not know what the problem is, is this just bad customer service or do they now not want to do as they promissed. I am hoping that BBB can get in touch with the right manager to finally get this matter resolved.

  

  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 a refund in the amount of $412.80 will be returned to the credit card on file within the next 3-7 business days, if the credit card refund declines a paper check will automatically be sent, confirming the account is cancelled/closed, confirming the customer will be contacted to set up service at their address
  

• Initial Complaint

  Date:10/09/2024

  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.

  On Aug 22 2024 I prepaid for service, a total of $292.99. I called the next day to cancel because I changed my mind. They said they would refund my debit card in 3-5 days. It didn't happen. Then they said they would issue a check. I never got it. TruGreen claimed they sent it to the wrong address. I've called multiple times checking on my refund and they assure me the check is in the mail. I'm currently still waiting. It's Oct ******. They have stolen my money and refuse to refund it.

  

  Business Response

  Date: 10/23/2024

  Thank you for reaching out to us.  A member of the corporate care team worked with our accounts payable department, and a refund check was reissued.  Initially, the check was sent to the wrong location.  ************** apologized to the customer for any frustration and inconvenience this may have caused.  We had this overnighted via ****** and according to the tracking information it was delivered on Monday.  ************** will reach out to the customer to confirm it was received.

  Customer Answer

  Date: 10/23/2024

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

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

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

  *********, KY 42301

  
  

• 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.

  I have used TruGreen for many years, but lately they have not done a good job of spraying the weeds in my yard. On the last scheduled visit, I told the man about the weed problems, but the weeds were not killed. I called TruGreen to come back out and do the job the last man did not do, and they sent me a bill for the service for which I feel I don't owe. I called TruGreen to rebuke the charge, and after 20 minutes of arguing with the person on the phone, who wouldn't allow me to talk to her supervisor, they were allowing me a 50% discount, My thought is, if you're paid for a job, you should do it correctly so you don't have to redo it at your customer's expense.

  

  Business Response

  Date: 10/10/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customer’s complaint, corporate
  care contacted the customer directly by phone, apologizing for the
  inconvenience caused, confirming the amount of $30.85 has been waived, leaving
  the account balance at $0, confirming the account has been cancelled/closed
  

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a huge inconvenience and a waste of time, considering how long I've been a paying customer utilizing ******************'s lawn service! An agent came to my home to service the lawn and weeds on 9/25/2024 @ 10:11a. He entered my side gate to go to the backyard area and ripped the gate off the henges. Your agent knows what he did and should have some integrity about himself and his work!I have video recordings showing that the gate was functioning and not off the henges on 9/24. When your agent came, I assume he didn't know how to open the gate and ripped it off the henges on 9/25. We rarely use the side door/side gate to enter my home, so there was no ************** utilizing the gate/side door outside of those times. All I want is to be restored to my original position! I was told this would be resolved if I got an estimate. I took time out of my day to do that!Then, you have one of your managers come to my home to assess the damage without my knowledge or presence. Your company services lawns, not gates or repairs. I would like to have a certified, reputable company repair my gate or be compensated so I can pay who I trust to fix it, and I should be able to have a say in that since your agent damaged it.

  

  Business Response

  Date: 10/23/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. A check in the amount of $545.00 will be delivered to the customer by ********************** branch general manager ***** *****. The customer can expect to receive the check in 5 business days. 

  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.

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

  , IL 60652

  
  

• Initial Complaint

  Date:10/08/2024

  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.

  We have 0 contracts with any type of landscaping/lawncare companies. TruGreen showed up to our house last month and sprayed a bunch of chemicals in our front yard, and from where they could reach in the backyard, without opening the gate. My husband works from home but he was on a work call so he couldn't get up to tell them to stop. By the time he was able to put his shoes on and go outside the guy was backing out of the driveway. A few days later all the grass they had sprayed died.We called their "local" number, but it just takes you to a call center. They said they would have someone call us back but they never did. We were frustrated, but decided it wasn't worth fighting since it was just a one time thing (so we thought). And since the chemicals were mostly in the front yard, we didn't have to worry about our dog getting sick, as we have a fenced in backyard.Unfortunately this was not a one time incident, as they came back again today while we were walking our dog. We got home and a TruGreen employee is riding a tractor of sorts spraying chemicals all over our BACKYARD!!! Yes, they opened the gate to our backyard, without our permission. That is trespassing! They have the wrong address in their system, which is why they keep coming back to our property, but they refuse to take responsibility for it. And now 1/2 of the grass in our backyard is going to die, and we will have to keep our dog on a leash in her own yard for the next week or so to make sure she doesn't walk in or eat any of the poisoned grass. We don't need a refund as we never paid for their service in the first place, but it would be nice if they replanted grass in all the places they killed the grass, as planting grass gets to be expensive when trying to grow in large areas. And especially since they came on to our property without our permission and spread a bunch of chemicals that not only destroyed part of our property by killing the grass, but could also harm or kill our dog.

  

  Business Response

  Date: 10/17/2024

  Thank you for reaching out to us.  A member of the local branch team has been in touch with the homeowner.  A landscaper who subcontracts services with us provided us with the wrong address.  This has been corrected in our system so going forward there should not be an issue.  One of our local managers met with the homeowner earlier this week, and we will be on the property on Tuesday, October 22 to make sure the damaged areas are repaired. Corporate Care will follow up with the homeowner to make sure the repairs are completed.

• Initial Complaint

  Date:10/07/2024

  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.

  We have had multiple service issues throughout 2024. On several occasions, they did not apply an application when they said that they had -on at least two occasions we found that they applied the application to our neighbors property and not ours, despite the fact that our property is clearly marked-since they missed the weed prevention applications and then the crabgrass applications, our lawn is in terrible shape last week. They sent a technician out to apply one of the missed applications and that technician was supposed to do an evaluation. They arrived 4-6 hours later than the time they said they were going to arrive and then said , they would have a manager reach out to me about providing overseeding. Despite at least three calls where I requested to have the manager call me they have still not had the courtesy to call. I am a snowbird and Im leaving for the winter in a few days and want to be assured that the overseeding is done before I leave.

  

  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 apologizing for the inconvenience caused,confirming the service manager *** ****** visited the lawn, confirming a complimentary aeration & overseeding was completed on 10/16/24, confirming pricing has been set at 50% off for the season of 2025,
  
  

  Customer Answer

  Date: 10/21/2024

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

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

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

  South *******, CT 06074

  
  

• Initial Complaint

  Date:10/06/2024

  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.

  On 7/26 we had rain for an entire week because of hurricane *****. There was 1/2 day break when my yard was treated. Ever since then I have rust/ ***** stains on my side walk. The yard slopes towards the side walk. I have called multiple times to get a manager to call me back. Instead I get a notification that the manager evaluated my side walk and decided that the edging of my flower bed about 15 feet from my side walk is causing the stains . Now Ive been here 6 years with the same red bricks which are on weed plastic and sitting on top of plastic edging is causing the staining. I can run cameras back to show no stains prior to the July treatment. I have photos of an oily substance coming from my grass every time it rains. My HOA has sent me letters regarding this. I tried to cancel service due to this yet they asked me to wait for a manager to call me yet it never happened. We are now in October and still no call from a manager. On top of this, my neighbor who also gets his back yard done has a measurement of the same as my house when I only treat the front and the sides, because I have dogs who may be out at any time of day and we never know when the techs are actually coming.

  

  Business Response

  Date: 10/10/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customer’s complaint, corporate
  care contacted the customer directly by phone, confirming the service manager
  Chris Wickline visited the property, confirming the customer did not come to
  the door, confirming the neighbor (Head of the HOA) talked with the customer
  through the window stating they were handling the situation, confirming the customer
  pressure washed the area, stating it was the runoff of soil itself from natural
  minerals and metals that caused the rust color, confirming it is the same thing
  that happens when you leave pots with soil in it, it will cause rust rings and
  runoff from them,
  
  

• Initial Complaint

  Date:10/04/2024

  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.

  Issue: My 25-year-old Birch tree is dying due to a canker disease based on TruGreen's evaluations. Contacted Tru Green that my TruGreen who was contracted to treat my trees and shrubs since 2021 or 2022.Expectation: Cost of Removal and Replacement of Birch tree of equal size.I contracted with TruGreen to treat my trees and shrubs based on ***** a TruGreen **** who personally reached out to me a couple of times in 2021 and said that he had admired my trees and shrubby over the years and would love to have TruGreen take care of them. ***** shared that he was familiar with my landscape and named off different trees and shrubs in my yard made me think that I could trust them to do a good job. I was sold. 2023 - Mid Summer reached out to TruGreen when I noticed a decline in the health of some of my greenery. They sent **** out as I noted below. 2024 Aug 22- Reached back out to TruGreen Concerning the following- Again **** came out to Evaluate my concerns as noted below.2024 SEP 27 I emailed ************************************************* No Response 2024 Sep 5- Reached back out to TruGreen not satisfied with the results of mainly my Birch tree. I spoke with ******* advised him of the 2024 Aug 22 Evaluation from ****. He asked would it be acceptable if he would send someone else out to take a look. I agreed. He said I would receive a call in a couple of days for another representative to come out. I have not heard from anyone from TruGreen as of today.****** evaluations 2024- Birch Tree. Based on the information I've read concerning cankers my 25 year old Birch tree could have been saved had Trugreen been proactive informing me of the issue.2024 Aug 22 ****** Evaluation ***** Tree -The tree survived in spring it was full but still continuously losing branch limbs; the top portion is continuously dying. Evaluation- The cankers have spread up the trunk and tree can no longer be saved.

  

  Business Response

  Date: 10/24/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch general manager **** ********* stated that this was not caused by TruGreen. The customer has been sent a denial letter from the branch manager. 

• Initial Complaint

  Date:10/03/2024

  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.

  I initiated the cancellation process for my TruGreen services in August 2024. During my initial call, I was informed that my services were cancelled, and I paid what I was told was my final balance. However, a few days later, I received a notice of a bad debt balance of $147.97 for services rendered in ***. The representative failed to check all my accounts during the initial cancellation call, resulting in an incomplete final balance. Despite my request for complete cancellation, not all services were terminated as requested. I was not notified of the additional payment needed for the *** services during the cancellation process. After being told I owed a specific amount and paying it, I received an additional bill days later, which is poor customer service. Despite multiple attempts to resolve this issue over the past three months, including conversations with several managers, the problem persists. I have spent countless hours on phone calls trying to simply cancel my services, which is unreasonable and frustrating. While TruGreen has refunded money for services due after my initial cancellation request, they are still pursuing the bad debt of $147.97 for services completed prior to cancellation. Given the numerous errors on their part and the significant time and effort I've expended trying to resolve this issue, I believe TruGreen should waive this fee as a gesture of good customer service. As of today, I have been told to wait for yet another manager to contact me, with no resolution in sight. This ongoing issue demonstrates a clear lack of effective customer service and resolution processes at TruGreen. I am seeking a complete cancellation of all services, waiver of the $147.97 bad debt charge.

  

  Business Response

  Date: 10/07/2024

  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 $147.97 has been waived leaving the account balance at $0, confirming the account has been cancelled/closed
  
  
  -  phone calls to cease within 30 days

  Customer Answer

  Date: 10/07/2024

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

  
  Sincerely,
  
  *** *****

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

  Ocoee, FL 34761