Complaints

This profile includes complaints for TruGreen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TruGreen

  1790 Kirby Pkwy Germantown, TN 38138-7420

  
• 

  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  
• 

  Scotts LawnService Philly-Runnemede (HUB)

  165 E 9th Ave Ste E Runnemede, NJ 08078

• 

  TruGreen (Corporate Owned)

  5003 Industrial Rd Wall Township, NJ 07727

  
• 

  TruGreen

  6700 Commerce Blvd Syracuse, NY 13211

  

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:09/22/2024

  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 over-fertilized my lawn causing a 'chemical burn' on newly sodded grass. The 'burn' completely destroyed the sod in certain areas. I started with a fully green lawn only to end up with about 10 ***** spots from the over-fertilization. I contacted TruGreen and the supervisor-**** *****-first told me it was 'female dogs urinating on the grass'. He finally came out to the home and confirmed with another individual that, indeed, TruGreen had over-fertilized the area. He contacted the General Manager, **** *******, who manages the ****** area, and the final outcome was he would allow me to have the landscaper replace the the sod in the burned areas and that TruGreen would reimburse me for the cost up to $2,500. The landscaper was able to replace the sod (a tedious task) and charged me $1,515.50. I paid the landscaper after about 5 weeks had passed and no reimbursement from TruGreen. The invoice was presented to **** ***** on 8/13/24 who, in turn, gave it to **** *******. Several calls to TruGreen ended up in no true answer on when reimbursement would be made. I am requesting that the amount, $1,515.50, be paid immediately to me. If not forthcoming, since TruGreen is a member of BBB, I am requesting an arbitration meeting be set up. The issue with TruGreen is in multiple areas. Communication among management, scheduling and the actual workers and the customer is a failed attempt. When given the go-ahead to replacer the sod, TruGreen was still scheduling applications. When I called to stop these applications, they stated they could not 'suspend' but only defer to another date the next week. Management is very weak and probably needs to be replaced. Final - I paid up-front (annual), $780.47.....I was reimbursed the remaining applications not done - or $534.49. One would think that the full amount be reimbursed.

  

  Business Response

  Date: 09/27/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. The customer has been notified by ********************** branch management team that a check will be issued and mailed to the customer. The customer can expect to receive the check in ***** business days.

• Initial Complaint

  Date:09/21/2024

  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.

  ****, whose prior company merged with TruGreen, noted the many weeds in my yard and the bald spots. He suggested that I reach out to ***** *****. I have tried several times, however, the Oldsmar Florida office never picks up the phone, so the calls are sent to a service center. No one at the service center knows a ***** *****. There is no quality control or anyone checking on the technicians to insure that they are doing their jobs. My yard has more weeds in it then when TruGreen began servicing it. This is a terrible company. I will be canceling my service and writing a bad review wherever I can.

  

  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 Steve Kane met the customer on their
  lawn, lawn was treated for weeds the same day, agreeing upon installing 10
  trays of plugs in the areas that need them, confirming a refund of $134.95 has
  been processed and will be returned to the credit card on file within the next
  3-7 business days, confirming the balance on the account has been removed,
  confirming the new pricing per application has been set at $50,
  
  

• Initial Complaint

  Date:09/20/2024

  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.

  ************************************* ***** Hello: Were sure you have our history regarding our dead legacy arborvitae. I received another call from Trugreen, and as always Im not given an extension number, a customer case specialist for example. This has been going on since July 25, 2024. The following is a timeline of what occurred:July 25th, a technician ******* sprayed our trees and shrubs.Our arborvitae looked fine. The next day, we started seeing brown branches on our side of the tree, not on the back side facing the neighbors. Obviously, we thought the tech sprayed too much, or the wrong product.August 5th, the same tech came out. He said and I quote: Thats not from our spray, there must be something else causing it to turn brown so quickly. A week later, the tree was dead. We paid Donegans to come out and access the tree. We told him exactly the events and timeline.He said it died from needle blight; the product sprayed contributed to its demise, along with the high temperature that day - which according to product directions, should not be applied in hot conditions: We looked up the weather history that day and was 86 with a real feel of over 90.Your TruGreen website states the following:TRUGREEN **** SERVICES: SCIENCE- BASED EXPERTISEThe rigorous horticulture training that TruGreen offers ensures that your TruGreenSM tree and shrub expert understands the ins and outs of tree and shrub care on your property. That means knowing how your trees and plants cope with the CLIMATE in your area, what DISEASES or pests they are Most prone to, and how to IDENTIFY key issues that must be resolved to achieve the right balance./"Why didnt your tech see the tree was in diseased? Why? In addition, we have to pay for the removal of our 16 foot tree, grass planted, and a new tree installed.What have we been paying you for, exactly?Your company proved to be not only negligent, but accountable for false **************************** ***

  Customer Answer

  Date: 09/22/2024

  Attached is the diagnosis of tree. Please note, we had to wait one month, tree was already dead. 
  please also note it says "needle drop" which is the first indication of Needle Blight.
  Why didn't the tech, Douglas see this? 
  Obviously, TruGreen is culpable for two reasons:

  #1 Spraying in extreme heat.

  # 2 Neglecting a disease - even after he came out days after spraying.

  We have photos of the tree from before and after if you need them.

  One in particular is so apparent. The view of tree from neighbor's side is totally green and untouched.

   

  Customer Answer

  Date: 09/25/2024

  Hello: I spoke wth Mike the manager of Dulles Trugreen. 
  He denying any culpability. 
  The one thing we did not discuss was the heat on that day. July 24, 2024 the real feel was 90 degrees. Research shows pesticides should not be applied over 85 degrees. If the tree had lack of hydration, the pesticides sprayed surely would have contributed to its demise. Please share this with Mike at TruGreen, we appreciate your help. 
  

  Customer Answer

  Date: 10/05/2024

  Good Morning:

  In regards to this complaint, it has not be resolved, as TruGreen has stated. Yes, we appreciate the $650 refund very much. However, we are requesting a refund of $299 for the tree installation.

  I did contact you on chat. The new ticket on chat is: LHPSN. 

  If you can reach out to me with more info it would be greatly appreciated!

  Thank you for your time!

  Beth Lee      19982 Alexandras Grove Drive Ashburn, VA 20147     901-289-4300 ph.     [email protected]

  .

  

  Business Response

  Date: 10/17/2024

  Tell us why here...Thank you for reaching out to us.  Trugreen has been in contact with the customer. They have provided us a statement from an arborist stating the cause of decline was due to needle blight and not from lack of water as diagnosed by a member of our local management team.  Due to this, we agreed not only to reimburse the customer $650 for tree removal and stump grinding, but also $299 for replacement.

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22316848, and I accept their proposed resolution.

  
  
  Sincerely,
  
  
  
  Elizabeth Lee

  19982 Alexandra's Grove Drive

  Ashburn, VA 20147

  
  

  Customer Answer

  Date: 10/17/2024

  It has been over 14 days since October 2, 2024 when the first check was processed. We were told to contact TruGreen if it hasn't arrived yet. 
  This complaint will not be resolved until the checks for $650 and $299 have arrived to our address. 
  Please advise.

  Customer Answer

  Date: 10/24/2024

   
  Date Sent: 10/17/2024 5:23:19 PM
  It has been over 14 days since October 2, 2024 when the first check was processed. We were told to contact TruGreen if it hasn't arrived yet. 
  This complaint will not be resolved until the checks for $650 and $299 have arrived to our address. 
  Please advise.

  

  Business Response

  Date: 10/24/2024

  Thank you for reaching out to us.  The customer verified both checks were received as of yesterday.

• Initial Complaint

  Date:09/20/2024

  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 had TruGreen lawn care service for 2 years. The contract established with them covers fertilization and weed control of my lawn. On multiple occasions they only provide fertilization, and when I reach out to verify why they have not treated for weeds, they say it is because they do not have certified technicians to provide it. I have asked for a partial refund for the services not provided, and they will not provide me with one. They said they can just come out and spray for weeds until they have met the contract requirements, but again do not have technicians. I have called many times to get a solution, and to talk to someone that can help but the local manager and the national customer service have said that they cannot do anything and won't escalate the situation. If I'm having this big of an issue, I can only imagine how many customers are not receiving services they have paid for. I just want a refund of services not provided.

  

  Business Response

  Date: 09/24/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the inactive customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused, confirming a refund in the amount of $360.01 will be returned to the credit card on file within the next 3-7 business days, confirming the account is cancelled/closed
  

  Customer Answer

  Date: 09/24/2024

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

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

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

  University Place, WA 98466

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  Something really needs to be done to stop this company from taking advantage of people in this area. Tru Green has recently bought out another company that provided Weed prevention and control to several people in this area for many years, including myself. Since they purchased the company, they have done nothing but take peoples money without providing service. I hired them to spray my yard and the parking lots of several of my business locations, in and out of ********. They would spray them, but the chemical they use would kill no weeds. I got excuse after excuse telling me that they would come back and spray it, but the weeds are still there. Ive been in contact with one of their managers named ****. He keeps telling me its going to take a little longer and a little longer. I went by today after, a few more weeks of waiting just to see that the weeds are growing taller and greener. I called him and sent him pictures to let him know. After talking to him, he angerly said I can spray it again or we can part ways I told him at this point I would like my money back , he said, I doubt itand hung up on me. Ive never really been treated this way by a company especially a company only to kill weeds. I am not the only person that has been taken advantage of this Town. Im sure there are many that I havent heard about, but there are two that have expressed their feelings on social media.Please, please help me with this matter at least stop them from taking advantage of good people. At this point I have paid them $1,400 this year for nothing. Thank you.

  

  Business Response

  Date: 09/23/2024

  Thank you for reaching out to us.  The commercial branch team has been in touch with this customer. We apologized they were dissatisfied with the service we provided.  We agreed to refund him for service provided at two locations for a total of $375.00.

   

• Initial Complaint

  Date:09/19/2024

  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.

  First of all no result for year of I paid for. Secondly I receive collection notice for 150$, I called and food or what is this for and they said the performed service which Ive never asked for. I did bough 1 year service and paid all money upfront and Ive never been told its subscription until you cancel. Now they provided service *** never asked for and going collectors to get those money.

  

  Business Response

  Date: 09/18/2024

  This is TrueGreen Irrigation, we only do business in *******, **. We only install and repair sprinkler systems.

   

  Please contact Trugreen, this is a different company, it is not us.

  Thank you

  

  Business Response

  Date: 09/23/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has spoken with the customer and agreed to credit one of the services if the customer pays the other service in full. The customer made the payment, and the other application has been credited to the customer's account. The customers account has a zero balance, and the collection agency will be notified. 

• Initial Complaint

  Date:09/18/2024

  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.

  In December 2023 I paid $280 for TruGreen prepaid lawn care service to apply weed control and fertilizer in 2024. They altered the dates of my service to February, March, June and July without my knowledge. The last treatment 7/31/24 did not work because the grass was dormant. I complained and they said they would re-service the lawn for free because they have a guarantee. TruGreen has satisfaction guaranteed on their website. I received a voicemail that ****** would come on 9/6/2024 to reservice the lawn. He never came and there was no yellow TruGreen flag in our yard and no receipt on our doorknob. I notified TruGreen that he never came and they said I should wait 10 - 14 days for weeds to die. I notified TruGreen several times that no one came on 9/6/24 and lawn is full of weeds. The customer service person today said I would have to pay $70 for an additional application. I told her I never received the re-service and TruGreen lied when they said someone came to my house on 9/6/24 and I was very dissatisfied. She said someone from the local office would call me within 24 hours. I want the weed application re-service done in a timely manner.

  

  Business Response

  Date: 09/20/2024

  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 a reservice for weeds is scheduled for 09/23/24, educating the customer on their service plan and the service guarantee policy, updating the customers round frequency for next season

• Initial Complaint

  Date:09/18/2024

  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.

  Hi I have had problems with my lawn all year. I have tried to communicate with trugreen regarding my concerns. My lawn is in really bad shape and I don't think it's fair being charged for future services when the company guarantees a good lawn. I would like to be contacted and formu aeration and seeding to be free. I have tried to resolve this problem on my own but have not been successful.

  

  Business Response

  Date: 09/20/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** corporate customer care has spoken with the customer and has agreed to credit the customers Aeration and Overseeding for 2024. 

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising 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 prepaid for one year of tru green services back in October 2023. August 8, 2024 I called to cancel the services and get a refund for my remaining services and money left on the account. They refunded me $102 on August 9 and closed my account. The amount they refunded was incorrect because I had a lawn service and a tree and shrub service with them. The $102 was only the refund for the remaining lawn services. I had multiple phone calls with tru green that week trying to get the correct amount of funds refunded back to my card. They finally refund me the remaining $179 on August 13 for the tree and shrub services that I had already paid for and did not use. When I spoke with them on the phone throughout that week there was no mention of me owing them any money which would not make sense since they gave me a refund and I prepaid for a year. On September 18 I received a notice from a debt collector saying trugreen submitted me to collections for money owed on my account on August 18. They sent my account to collections after it was closed and after they already sent me refunds for prepaid services that I did not use. When I called trugreen to resolve the issue the employee hung up on me and I had to call them back to try to get this resolved.

  

  Business Response

  Date: 09/19/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate customer care has spoken with the customer to let the customer know that the charge has been removed. 

  Customer Answer

  Date: 09/20/2024

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

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

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

  ***********, FL 34772

  
  

• Initial Complaint

  Date:09/17/2024

  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 was having issues with some small brown patches on my lawn. Purchased services to help resolve this issue. Had concerns for fungal disease. Lawn serviced for the first time on 8/12/24. Asked service tech if lawn was diseased, he stated no, no disease you need to water it more. Proceeded to over water my lawn per their guidance. My concern remained and asked for another opinion. Second tech came out 10 days later and instantly said brown patch disease and I bought revive treatment. Decreased water per their guidance. Another visit happened 6 days later where supposed revive treatment was done. All service invoices for each visit state lawn was fertilized and treated for weeds and that was it. So my lawn was fertilized 3 times in 3 weeks and unsure if treatment purchased was actually applied. I started calling 9/2/24 because in 3 weeks my lawn went from small areas of concern to completely dead over 75% of it. I have called and chatted the company 10+ times in 2 weeks and have received no resolution to my issue they created. I have been told 4+ times a service manager would contact me, would come to my property and that hasnt happened. I am out $150 out of pocket in services and a ***** dollar lawn that was only 1.5 years old. I have called corporate and still no resolution or follow up call that was told would happen. The customer service is NONEXISTENT and I worry nothing will be done to remedy the damage that was done by them. Honestly I have never experienced this level of uncaring or lock of responsiveness. The only thing that is offered to me every time I call or chat with customer service is a request for an urgent call was placed and should happen in 24/48 hours well 3 weeks later and I have gotten NO CALLS FROM A MANAGER. This company is a joke and calls themselves lawn experts but it seems the only thing they are expert at is destroying lawns and leaving their customers to clean up their mistakes. 0 stars.

  

  Business Response

  Date: 09/25/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. ********************** branch service manager ******* **** spoke with the customer. He let the customer know that the lawn was in serious decline before TruGreen started servicing their lawn. We tried saving the lawn by applying a fertilizer application and a revive application to improve soil quality, but the damage had already been done. We agreed to refund the customer. The customer can expect to receive a full refund in the amount of $149.53 in 5 to 7 business days. 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22300772
  
  I am rejecting this response because:
  
  They are adamant that it is not their fault but they fertilized my lawn 3 times in 2 weeks and that made matters worse. There will not be a resolution I am satisfied with but I am done dealing with the company and will never use them again. The manager I spoke with was rude, condescending and spoke over me our entire 16 min conversation. Poor customer service at the branch level, service techs are not knowledgeable and overall horrible company. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/02/2024

  TruGreen corporate customer care spoke with the customer and apologized to the customer for the *************************** with the TruGreen branch service manager. The customer's lawn was in serious decline before we started treating it and the customer agrees to this. We tried to get it to turn around, but the damage was already done. From the pictures of the customers lawn, we can see the patterns of decline before we started in the before pictures and the collapse of the crowns in these areas in the after pictures. There were serious concerns with the dryness of the turf. This is indicative of improper watering. We agreed to refund the customer because we could not save the lawn.