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

  8601 Baumgart Rd Evansville, IN 47725-1519

  
• 

  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  
• 

  TruGreen Limited Partnership

  16112 Business Pkwy Hagerstown, MD 21740-4200

  

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:09/19/2024

  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.

• 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.

  Unfortunately, the quality of service from TruGreen has been declining, and local managers are not taking much responsibility. Its become evident that the technicians who come are not knowledgeable about lawn care, and each visit seems to involve a different person who is more interested in applying the product quickly and leaving, rather than doing the job properly. They dont even listen to the homeowners instructions.Earlier in the season, the technician applying the grub killer was not careful in covering the entire lawn. When I pointed this out to her, she dismissed my concerns, saying I could call back if it didnt work and they would reapply. As I feared, a month later, parts of the lawn started turning yellow and eventually died. Although I called and they came back to reapply the grub killer, it was already too ******** that they need to repair the lawn, they missed the scheduled appointment. I took a day off from work to be home, spent hours preparing the lawn, and at the last minute, they canceled. This level of service is completely unacceptable.

  

  Business Response

  Date: 09/23/2024

  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 aeration reno was completed 09/20/24 to treat the damaged areas to their lawn, confirming the service manager ****** ******* visited the lawn, confirming contact was made by phone from our service manager ****** *******
  

  Customer Answer

  Date: 09/23/2024

  Subject: Response to Complaint #********
  
  
  I am rejecting your response for the following reasons:
  
  A. The individual who visited my property did not notify me before arriving. He merely knocked on the door and spoke with my 12-year-old son. I am uncertain whether he inspected the lawn to assess the issue.
  
  B. While the technician did come on Friday to aerate and reseed the lawn, this was not related to my original complaint.
  
  C. ****** never spoke with me directly over the phone. He only sent me a text message saying "hello." On Friday, September 20th, I texted him to confirm whether the technician would arrive, and he replied "yes." That was the extent of our communication.
  
  D. My complaint to the BBB was not about the aeration and reseeding, which had already been scheduled prior to filing. My intention was to speak with a responsible individual who could personally assess the ongoing issues. Despite the complaint, no one has reached out to schedule a visit to address my concerns and understand why I am dissatisfied with the service.
  
  Sincerely,  
  ******* *******
  

  

  Business Response

  Date: 10/14/2024

  RESPONSE:
  Thank you for your feedback:
  In review of the active customers complaint, the service managers ****** ******* and ****** ******* visited the property together, then the next day our renovation team completed the aeration & overseeding,confirming contact will be made in 10 days to evaluate seed germination, confirming on 09/24/24 contact was made with the customer and they were happy with the aeration & overseeding but wanted the service manager ****** to talk the lawn with them, confirming on 09/26/24 via text message our service manager ****** ********* instructed the customer a visit in a week would be best to assess seed germination, confirming on 10/02/24 a message was sent to the customer detailing pictures and grass types regarding the condition of their lawn,confirming the customer has not responded, if further assistance is needed,please contact one of our service managers by phone or contact ************
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22299474
  
  I am rejecting this response because:

   They are only partially correct. I dont recall seeing ****** on my property. Despite my request to be informed in advance of any visits, as of today, I have only had a few text exchanges and have not met anyone in person to inspect the lawn. The attached photos more or less reflect the current state of the lawn, even after reseeding. It is far from being the lush, dark green lawn I expected.
  Last night, ****** texted me again (after I sent him the pictures), stating that all the issues visible in the attached photos could be resolved with supplemental fertilizer. I find that hard to believe. When I asked him to confirm, he replied, "Yes, I do. Commonly, cool-season grasses go dormant during heat stress or when diseased. I would have hoped they would have bounced back by now with these conditions, but they likely need a jumpstart with increased nitrogen."
  I havent been informed of any concrete action plan, just vague promises and hopeful suggestions. If TruGreen guarantees a quality lawn as part of their service, I haven't seen evidence of it. Not only are they failing to deliver on their advertised results, but their customer service and responses are also inaccurate. I appreciate that they are polite when they call, but politeness alone won't solve the problem.
  With all due respect to TruGreens efforts, I dont think lawn care issues can't be resolved through text messages or photos alone. This requires an in-person visit from a knowledgeable individual, someone who can walk the lawn with me, examine the issues firsthand, and provide a solid, actionable plan.
  

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

• Initial Complaint

  Date:09/17/2024

  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.

  TruGreen came out on 9/5/24 to treat for fleas ticks and mosquitoes at my property the person that came out only sprayed my front yard and left when I spoke to a representative from there they said they would come back out to retreat my yard for free on 9/17/24 and no one showed up so I called them then they tell me that Im gonna be charged for the retreat and they are not coming out till 9/19

  

  Business Response

  Date: 09/19/2024

  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 $80.00 will be returned to the credit card on file within the next 3-7 business days, confirming the service has been cancelled/closed
  

  Customer Answer

  Date: 09/19/2024

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

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

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

  *****, PA 17756

  
  

• Initial Complaint

  Date:09/17/2024

  Type:Order 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.

  Tru Green - I am an elderly widow (70) with short term memory problems. I called Tru Green for estimate for improving my lawn. The salesman explained a bit of what they did but not exactly how. There was no written contract or breakdown of how the servicing would happen, nor how the payments would work. I thought it would be monthly for a total of $1200 for the year. I had to ask what the total would be. I thought he was not very forthcoming. There was no written breakdown of how the service would work and how the payments would be made. It was a rush job and then boom I signed a credit card slip for the entire amount. They came out twice when I wasn't here. I called to try to cancel to no avail. After a bit they did let me out of the rest of the contract but charged me $1200 minus $700 I think. Still not sure. They will not return the rest because I received some services. My complaint is he knew I was a lone elderly woman who was a widow. He did not provide any written document showing how this would work as to billing and services. In one week, they had supposedly provided almost half of the work for the 12 months??? How is that possible. A confusing business model not clearly explained. I tried to tell them that this is not a good business - I should have been given a detailed written contract with everything clearly explained and then, they should have offered me to look it over and call them if I wanted the service. This is not the way to deal with the elderly and frail. So now I have a lawn with holes all over the place. $500 for that. Thanks TruGreen. I'd like all my money back since if you do not have a meeting of the minds, you don't have a contract. My deceased husband was a lawyer. I wish he was here. He would have caught the 'rush job' to take advantage of a widow who was married for 47 years and now is bait for dishonest and greedy salesmen and greedy Trugreen. Very upset by the whole experience. I have enough to contend with without this!

  

  Business Response

  Date: 09/25/2024

  On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. The customer's account has been cancelled and the customer has been refunded.

• Initial Complaint

  Date:09/16/2024

  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 servicing my lawn on 9/13 the TruGreen associate, *****, ran over my mailbox. The box is destroyed and the pole is bent to where the concrete is out of the ground. ***** drove away, came back and stuck the damaged box unsecured onto the pole with sharp metal exposed. After fighting to even get a hold of anyone from the collinsville office an assistant manager told me they would be out today. Now Ive been told that the manager, *****, is coming tomorrow to fix it. They are supposedly doing this with no input from me. Additionally its not a s**** a new mailbox down, there will be concrete work. The whole situation has been handled so poorly by anyone associated with TruGreen. Im sick of dealing with immature and unprofessional behavior for a service I pay for after they destroyed my property.

  

  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 their mailbox was replaced and pole, confirming the mailbox was relocated to a safer location, confirming the customer was left 2 different sets of numbers and different sizes, confirming repairs were completed on 09/17/24, confirmed a credit in the amount of $126.71 has been applied for aeration &overseeding,
  

  Customer Answer

  Date: 02/20/2025

   

  This is a continuation of a previous complaint. A TruGreen associate hit and ruined my mailbox. To fix the complaint someone else who works at TruGreen installed a new mailbox. Its cheap, the door always stuck and just broke off, and the pole is not stable. I have video evidence when needed.

  
  

  

  Business Response

  Date: 02/26/2025

  TruGreen apologizes for the concerns Mr. ******** has experienced with the mailbox replacement. The local manager contacted Mr. ******** to have a quote sent for repair/replacement of the mailbox, and Mr. ******** provided a quote of $429.00. TruGreen issued a check on 2/21/25 for $429.00, and the check is being mailed to Mr. ********* TruGreen will contact Mr. ******** on 3/7/25 to confirm he has received the check.