Complaints
This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,793 total complaints in the last 3 years.
- 459 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/01/2024
Type: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.
Work was done on my property 9/16/2024 without my permission and $607.50 was removed from my account for the service on 9/20/2024. We have spoke with the office that provided the work twice and they are unable to provide a request for work. I would like a full refund immediately.
Business Response
Date: 10/17/2024
Thank you for reaching out to us. When the customer set up service, they agreed to a fall aeration and seeding. The application completed on 9/16/24 was the aeration and seeding. The cost of this service was $607.50. The customer spoke with our care team, and they explained this was a part of the program they set up with us. We agreed to refund the customer half the cost of their aeration and seeding- a total of $303.75. This was sent to their credit card on 10/2/24.Initial Complaint
Date:09/30/2024
Type: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 September 30, 2024, Trugreen came and sprayed chemicals in the adjacent lot. It was windy and my yard and dogs were exposed to their poisons.Business Response
Date: 10/17/2024
Thank you for reaching out to us. A member of both the corporate care team and the local management team have attempted to reach the homeowner. The local manager spoke with the homeowner, who requested to be contacted via email and disconnected the call. Our local manager sent them an email requesting more information, and we never received a response. We do not have any record of a technician in that area that day. We would be happy to discuss any possible concerns they have, but we do need them to respond so we can investigate this further if needed.Customer Answer
Date: 10/17/2024
Complaint: 22361496
I am rejecting this response because: I received no email response from the company. I saw the Trugreen truck and contacted the neighbors who have the Trugreen account, Will and ******* ******, at 1383 South **************************************** Will assured me he complained and was told the company will not be spraying near my property and I would have advanced notice so I can get my dogs in the house and close the windows. My email address is ******************************. Hopefully this will prompt Trugreen to truly follow through.
Sincerely,
********* ****Business Response
Date: 10/25/2024
Thank you for reaching out to us. ************** confirmed the local office has been in touch with the homeowner. The management team stated the homeowner is concerned about the dirt of pesticides when we treat her neighbor's property. The local team added special instructions to our customer's account so when we service her neighbor we alert the homeowner about the upcoming application.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,
********* ****569 E ******** AVESlc, UT 84105Initial Complaint
Date:09/27/2024
Type: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.
9/19-9/20 I spoke with TruGreen local *** and stated I wanted to cancel service. He failed to tell me that they was showing twice within 4 days timeframe. So I called 9/19 to cancel and he asures me he sent it over. They attempt to do service but my backyard was locked so they couldnt complete anything. So now the company is stating I owe an invoice but I followed steps to cancel. I even got confirmation number from their contact center *** it was canceled but yet theyve harassed me and attempted to send this to collection when I followed my steps to properly cancel under the circumstances.Business Response
Date: 09/30/2024
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 $278.00 has been waived leaving the account balance at $0, confirming the account has been cancelled/closedCustomer Answer
Date: 09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
Arlante ******15800 Woodingham Dr*******, MI 48238Initial Complaint
Date:09/27/2024
Type: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 April 5 and June 13th I made two payments to Trugreen for services rendered. they were in the amount of $55.95. I reached out to my bank and the checks that were bank issued was cashed. In September I was turned over to a collection agency. ************* I provided proof that I had paid the total owed of $111.90. Within a week Trugreen calls me says I still owe the money that the cashed checks was not proof that they received. I than reached out to corporate and they said they would reach out to the branch *************) Branch # ****. To discuss what is going on. But they show me under an entire different account ********** and I owe nothing. As of today I have not heard from corporate or the branch. This branch is scamming seniors out of there retirement. I need help. ThanksBusiness Response
Date: 09/30/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has spoken with the customer and has removed the charges from the customers account. The customers account has a zero balance.Customer Answer
Date: 09/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****** ******************************************************, MD 21216Initial Complaint
Date:09/27/2024
Type: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.
9/25/2024 I saw a man that I thought was mowing my next door neighbors yard. It was muddy out and he threw mud everywhere in their yard and driveway and left. What was worse is he drove into our yard and made ruts all the way to our backyard fence? I don't know why he did that. I found out he was not cutting grass, but "aerating" and that's why the mud was everywhere. We just want them to replace the grass on our yard that they drove over and made a mess of.Business Response
Date: 10/01/2024
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 the management team went out to visit the lawn, confirming there were a couple of small ruts in the lawn, confirming it will be filled in with seed before the end of the week, confirming their were mud tracks left from the aerator but has washed away due to the rain,Customer Answer
Date: 10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******** ********2006 East D St**********, IL 62221Initial Complaint
Date:09/26/2024
Type: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.
Tur green serviced my neighbors yard on 09/25/2024. The men was using equipment in my neighbors yard. They came through my yard and tore up my side yard and never came to the door to let me know. I have called and called with no return call about my property damage. I want my yard!!!Business Response
Date: 10/11/2024
Thank you for reaching out to us. A member of our coroprate care team has been in touch with this customer. We have apologized to the customer for what happened. The corporate care representative is currently working with the local branch team to a resolution. ************** will continue to follow up with the customer until a resolution is decided.Customer Answer
Date: 10/11/2024
I have submitted a receipt for the damage. I also asked for a year of service complementary of true green. Due to the damage that was done in my yard that my husband has fixed because he was afraid with my irrigation pipes busted in the head that he would go ahead and fix the yard and I do think this is fair considering what we have had to do.Customer Answer
Date: 10/14/2024
Complaint: 22344560
I am rejecting this response because: I have submitted a receipt for the damage. I also asked for a year of service complementary of true green. Due to the damage that was done in my yard that my husband has fixed because he was afraid with my irrigation pipes busted in the head that he would go ahead and fix the yard and I do think this is fair considering what we have had to do.
Sincerely,
***** *****Customer Answer
Date: 10/24/2024
No one is responding to me about a refund for my damage to my property. I call every day multiple times day and get the run around about repayment. I am tired of this a would like my money ASAP!!! This has gone on to long. I also want a year free service with all benefits at this point trugreen should want to make this right in every way. Shame on corporate for no owning up to the faults of this business and making thing right immediately. This is very unprofessional. This is also a time that employees need to be coached.On how to treat customers how to respond to customers give customers the right answers not betraying. This is whats wrong with companies passing the **** and never trying to accept responsibilities of things going wrong. This is part of a corporation to deal with problems to make them right to make the customer happy when they in this case, this customer had nothing to do with the choice that the employee made to go across my yard to destroy my irrigation pipe and heads that I had to pay for out of my pocket. I want my money and I want it immediately and yes, I want a free service with all the bells and whistles because , this is the right thing to do. This has gone way too long sincerely, ***** *****.
Business Response
Date: 10/28/2024
Our corporate team reached out to our accounts payable team, and the reimbursement check for the damage to their irrigation system was mailed on 10/22/24. The local management also agreed to provide the customer free fertilization and weed ********************** service for a year-a total of 7 applications. She will receive on application this year in November and 6 applications in 2025. The corporate care team will follow up with the once the last service is completed in *********************************** continuing service at that time.Customer Answer
Date: 10/28/2024
I havent gotten my check yet. I will continue to keep this open until I get my money and the services are completed.Customer Answer
Date: 10/30/2024
Complaint: 22344560
I am rejecting this response because: I havent gotten my check yet. I will continue to keep this open until I get my money and the services are completed.
Sincerely,
***** *****Initial Complaint
Date:09/26/2024
Type: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 entered into an agreement in October 2023 for calendar year 2024 service for lawn care and trees. It was agreed I would do monthly payments of$103.84 for calendar year 2024 taken directly from my discover card. This started 1/15/24 each month the 8/15/24 (8 payments). Immediately after the August payment they notified me they were dropping monthly plan. That would have been fine, meaning I had 4 payments of $103.84 each totaling $415.36 which I was happy to pay to finalize the 2024 balance. That is not what they wanted. They wanted to start charging me for each application plus aeration, all of which had been covered by the original plan, now separately. This would have meant I would owe them about $700 instead of the $415. I have had numerous conversations with them to no avail. At one point they had seemingly gotten it right and their on line system said my balance was $415 and I tried to pay it, even have a confirmation on their system #****** (took pic of it) but it never goes thru. Now I had 2 treatments left and they came out this week and did one but now show another $70+ for it which should have been part of original amount. My total original amount agreed to pay was $1246+. As I said with their change in August it would cost me more like $1600+. I feel this is unjust that they should try mid stream changing amounts that had been guaranteed at beginning of arrangement. Please help, I am retired in my 70s on a fixed budget. Thank you so much. *******, *********Business Response
Date: 09/27/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate customer care has spoken with the customer and credited the Aeration, and the Tree and Shrub application completed on September 25th. The customer made a payment for the remaining balance of $77.35. The customer's account now has a zero balance. The customer also agreed to reinstate their account.Customer Answer
Date: 09/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
********* *****272 monument rdElgin, IL 60124Customer Answer
Date: 09/28/2024
As of yesterday TruGreen settled and I agreed to pay $77.35 to close account and paid in full. Today I got a notice they processed without authorization $497.65. This is totally unacceptable and was not authorized. Please help!Initial Complaint
Date:09/25/2024
Type: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 9/17/24 I was quote a price for aerating and sending of $250. I called today, and trugreen would not honor that price but wanted $750! Last yr I paid $185.95. Even today when I called trugreen said they wld honor that price until I spoke to customer service in *******, and ****** said no. I was told twice that the cost is $250 by Trugreen representatives and now was told a completely different cost. This is poor customer service and I have been a loyal customer for over 12 yrs. ********************** should honor the quote I was given of $250 on 9/17/24 and 9/24/24. Not happy with Trugreen.Business Response
Date: 10/07/2024
RESPONSE:
Thank you for your feedback:
In review of the active customers complaint, corporate care contacted the customer directly by phone, confirming the general manager ***** ***** agreed to honor aeration & overseeding at $250 for this season only, confirming the aeration & overseeding was completed,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,
******* *********307 middleton court north***********, MD 21028Initial Complaint
Date:09/25/2024
Type: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 paid TruGreen upfront to treat the ENTIRETY of my yard. I recently found out they haven't been treating it in its entirety despite the payment already having been made. I called initially because I was told the back portion was not getting treated like it was supposed to be and I was then told I would hear from the Service Manager, ****. He never called me. I called back 3 more times complaining before he finally emailed me on 9/7/2024 stating he couldn't gauge if it was being treated (even though there are people that come out to treat and would know, and there is no longer any grass and all weeds). He noted that he remeasured the area that is being treated and what that new cost would be per treatment, and I would get my next service for free. I responded saying that is not an acceptable response to the issue as I have already paid in full and that I would be calling him directly. He never emailed me back and I called on 9/10/24 and left a voicemail to which he never called back. I have since called customer service 4 more times over the last 3 weeks going over everything i expect from them and to have the manager call me back and he still hasn't.I want my difference in service amounts refunded to me which is $402 plus I want my last two cancelled services of $420 refunded to me. It is unprofessional to have an issue go unresolved for almost 2 months and at this point they are stealing from me since the services provided were not rendered complete and I cannot get the service manager to return a single email or phone call. They have taken detailed notes every time I have called and have it all on record.Business Response
Date: 10/17/2024
Thank you for reaching out to us. A member of the corporate care team has been in touch with the customer. We apologized for the experience they had. She confirmed she did receive an email from the service manager. ************** let the customer know a refund is in process. A check has been sent, and the customer is aware it can take up to 14 days to receive it. ************** will follow up with the customer to make sure they receive it.Initial Complaint
Date:09/23/2024
Type: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 performed two lawn treatments and did not send me a bill. Because I didn't know these treatments occurred, I could not know that there was money due. Without any past due notice or any warning, they send the debt to collections.Business Response
Date: 10/17/2024
Thank you for reaching out to us. Our corporate Care team attempted to reach the customer, but we were unable to make contact with them. We reviewed our records, and several statements were sent to the customer to inform them of the past due balance. Once an account with ********************** becomes 3 months past due, we do contact a third party to help with collection efforts. However, we do not report to any credit bureaus. We do not have our customer's social security information, so it does not go against their credit report. The balance in question has already been paid by the customer, and have already requested the third party we use to stop collection efforts.
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