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

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
• 

  TruGreen Lawn Care

  5701 Westminster Drive Cedar Falls, IA 50613-6962

  
• 

  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  
• 

  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: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

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  Call them to come treat bugs in my lawn. They came out said there were no bugs even though there was tunnels and another company that came out said there was bugs. Called him back they sent someone back out after being stood up three times kind of scheduled the appointment Person came back out said again theres no bugs but he went ahead and sprayed. Then I got charged for September for them to spray. My camera only picked them up spraying in the front. They didnt even go in the backyard and there are weeds bugs of dirt and the grass is not growing Ive had 34 applications and this should be fixed by now every time I get somebody different saying something different . And they have killed some of my grass, which is new sod in May. I dont know my number because the one time actually left me a sheet their machine cut off the numbers. I never got a sheet for the other two times.. your system wont let me add my pictures but I have them

  

  Business Response

  Date: 10/10/2024

  A refund of $66.94 has been entered and the customer can expect to receive it in 5 to 7 business days.
  

  Customer Answer

  Date: 10/10/2024

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

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

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

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

  
  

• Initial Complaint

  Date:10/02/2024

  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 have yearly service provided from Trugreen througout the year. One of those applications applied in spring was for grub control. During September, my lawn was infested with grubs and a considerable amount of the lawn turned brown, soft and died. I called Trugreen (appox) Sept 16 and was told they would have someone come out to review the lawn and spray. If needed, they would irrigate the lawn at no cost. A few days later a service technician did arrive and sprayed the lawn saying the grubs would no longer be an issue and the lawn would return. On September 23 I received a bill totaling $149.73. This was was for the next application needed for the yearly service. No service was perform this date however. I called Trugreen September 24 and they informed me the service was indeed performed however at a different residence. They apoligized and stated they would send someone out again to apply the next application. On October 1, a service technician came out only to say I needed the have the lawn reseeded as the grub control application they provided did not work. October 2, I received a call from Trugreen quoting me with prices of the reseeding process. Again, the reseeding is needed in order to restore the lawn from a grub problem Trugreen originally promised they would control with a service application. Duriong the call on October 2, I asked to speak with a supervisor however was told they could not do that as the representative "worked remote". * Trugreen (may or may not have) provided my lawn a grub control application in May 2024 * Trugreen charged me for a visit on Sept 23 that they never performed * Trugreen charged me for a visit on Sept 26 that they never performed * Trugreen admitted their grub control application did not work * Trugreen technician recommended his company apply reseeding * Trugreen call representative contated me quoting prices for reseeding * Trugreen representative did not allow me to speak to a supervisor.

  

  Business Response

  Date: 10/04/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch service manager ****** ******* has spoken with the customer, and they have a plan in place to correct the lawn. On Tuesday, October 8th the active grubs will be treated with a curative and on Tuesday, October 15 our Aeration team will rake the damaged areas, and we will be doing a double or triple Aeration and Overseeding to the damaged areas. ****** also gave the customer his direct contact number for better communication. Also informed the customer that if germination is not successful this season due to weather, we will readdress this issue in the spring of next year. Corporate customer care will continue to follow up with the customer throughout this process until the customer is satisfied with the resolution. A refund and credit have also been issued to the customer for the service that was not completed priced at $149.73. Their account was credited in the amount of $74.86 and a refund for the remaining $74.87 will be refunded back to the customer. The customer can expect to receive that refund in 5 to 7 business 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. They are expected to arrive tomorrow, Tuesday 10/8 for an appliocation as well as nextr week, Tuesday 10/15 for arrigation 

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

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

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

  
  

• Initial Complaint

  Date:10/02/2024

  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.

  So they came out in August to spray for weeds and fertilizer. After 14 days I called them and told them that the weeds are not dying and they said they will come out again for free to spray. We both agree on Sept 27 for them to do this and they said they will push my next schedule spray back to October because they can't spray the product to close and must give it a couple weeks for the next spray. Well they charged me for the visit which was supposed to be free. I called them about this and they didn't want to give my money back for their mess up. They offer to come out again and that will be free and I said no I don't want to use your product anymore because it doesn't work and I want my money back. I talked almost 1 hour in the phone with the customer service and I had ask to talk with a supervisor which he never allowed or got for me. He also made up lies saying that they came out before and refund me for those and that is a lie. They only came out 2 times to spray my yard and the second time was supposed to be free. They have closed my account now which is fine with me but I want my money back for what was said to me.

  

  Business Response

  Date: 10/03/2024

  A member of our corporate care team spoke with this customer.  We apologized they received a charge when they were under the impression the service would be done at no charge.  We agreed to refund the customer the balance in question.  Corporate Care will continue to monitor the account to make sure the customer receives the refund.

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22371096
  
  
  
  I am rejecting this response because: I have not received the $107.06 back from them. So my response will be I don't accept their response until I get my money back.
  
  
  
  Sincerely,
  
  
  
  Jason Harmes

  

  Business Response

  Date: 10/17/2024

  Thank you for reaching out to us.  A refund of $107.06 was sent to the customer's credit card on 10/9/24.  Our records show it was accepted by the customer's bank on 10/10/24.  Corporate Care has attempted to reach the customer to verify the refund was received, but there was no answer.  We let the customer know the refund does show as processed, and to contact us if there are any issues.

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22371096, and I accept their proposed resolution.

  
  
  Sincerely,
  
  
  
  Jason Harmes

  2045 NE 86th Ln

  Anthony, FL 32617

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  Deceptive practices. I signed up for this company under the advisement of the representative that there services are guaranteed and if there were any issues they would correct the problem. From the first day of services the company failed to treat one of my yards that theyre charging me to service. Ive had to call multiple times to have the technicians come out to finish the job. I most recently reached out because I still have dirt patches after overseeding (grass did not grow in some areas they seeded) as well as weeds. I was told by the representative that they can not assist with grown grass in areas larger than a dinner plate and that over seeding is not guaranteed. When did this change? This company killed some of the weeds but left massive areas of dead grass and/or dirt in my lawn after I paid well over $300 for their services. I would like a resolution to this issue. I was told one thing and now the company is saying something different

  

  Business Response

  Date: 10/08/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch general manager spoke with the customer and let the customer know that we would come back out and redo the Aeration and Overseeding. He also let her know that this will help with the bare areas. Corporate customer care has spoken with the customer, and she confirmed that the service has been completed. 
  
  

  Customer Answer

  Date: 10/09/2024

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

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

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

  ************, ** 19126

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  When Trugreen started the service all went well until different people started showing up besides our regular tech who knew how we wanted our lawn cared for. Then after the 1st over seeding they came out and applied something that burned out all the grass they just planted, including the grass in the back which was beautiful until the chemical application they performed. I tried contacting trugreen 800 number and the local number and they promised someone would come out to address the problem. they only sent the same tech that we started with and he agreed that someone put too much fertilizer and burned the grass out and left notes to the effect. Now they are giving me the run around and not letting me speak to a supervisor because all the C.S. agents can't do anything to help. When you read the complaints about the company in any spot on the internet, not letting you speak to a supervisor is their MO. please help! I sent a lot of money just to be in a worse spot then when I started. I would like it fixed or a refund. Thank you for listing!

  

  Business Response

  Date: 10/04/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customer’s complaint, corporate
  care contacted the customer directly by apologizing for the inconvenience
  caused, confirming the service manager Matthew Brown talked to the customer by
  phone, confirming reseeding will be completed 10/04/24, confirming regular
  follow up will be made by the service manager to assure results before
  mid-November
  

• Initial Complaint

  Date:10/01/2024

  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 hired TruGreen to maintain my lawn through the year. They promise to make your lawn weed free and green throughout the year which has not been done! I have been in contact with ***** the manager at TruGreen to rectify the issues I have experienced at which he has not gotten back to me in regards to a soil sample analysis and a service to apply iron to my lawn! I have had technicians come to my address but not prepared with product or did not have product on their truck. Each time a technician comes regardless of if service has been done or not I receive a text or phone call on a survey of how they have done. I have expressed my displeasure of their service and efficiency and yet nothing gets done but excuses! This company seems more concerned on their surveys rather than taking care of the customer! At this point of the season I would like a refund of my money paid to them due to the fact that my lawn has not looked good throughout the season! On a positive note the only technician ***** ***** seemed to always be prepared with product and service when he came to my residence and I made a request to always have him but other technicians would come regardless! If this is not resolved I will be going to social media to warn others of this business!!

  

  Business Response

  Date: 10/03/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customers complaint, corporate care contacted the customer directly by apologizing for the inconvenience caused, confirming a reservice was completed to apply granular fertilizer to improve brown patches in their lawn, confirming follow-up will be made next week to check on results
  

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22363969
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 10/15/2024

  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 customer talked to the service manager ***** ********* by phone, confirming a reservice was completed on 10/02/24 to apply granular fertilizer to treat for brown patches, confirming a refund in the amount of $164.09 will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed
  
  

  

  Business Response

  Date: 10/15/2024

  From the BUSINESS:

  Sent 10/15/2024 9:37:22 AM

  Read by ************************************************************************** on 10/15/2024 10:27:01 AM

  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 customer talked to the service manager ***** ********* by phone, confirming a reservice was completed on 10/02/24 to apply granular fertilizer to treat for brown patches, confirming a refund in the amount of $164.09 will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed
  

  

  Business Response

  Date: 10/15/2024

  From the BUSINESS:

  Sent 10/15/2024 9:37:22 AM

  Read by ************************************************************************** on 10/15/2024 10:27:01 AM

  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 customer talked to the service manager ***** ********* by phone, confirming a reservice was completed on 10/02/24 to apply granular fertilizer to treat for brown patches, confirming a refund in the amount of $164.09 will be returned to the credit card on file within the next 3-7 business days, confirming the account has been cancelled/closed