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

  
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  TruGreen

  920 Jimmy Ann Dr Daytona Beach, FL 32117-7804

  
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  TruGreen

  8601 Baumgart Rd Evansville, IN 47725-1519

  
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  TruGreen Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
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  TruGreen Lawncare

  1255 Balmoral Rd Cambridge, ON N1T 1C4

  

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:05/24/2025

  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.

  My paid email service provides a limited amount of space in the SPAM folder. TruGreen sends out at least four emails per day. That is over 120 per month. Additionally, the emails do not have UNSUBSCRIBE links and options. And BLOCKING them is not effective because they use then use a different company email address.

  

  Business Response

  Date: 05/27/2025

  TruGreen was not able to locate a sales lead, or any contact information for Ms. ****** in our system. TruGreen has entered all of the contact information as provided by Ms. ****** into our internal Do Not Contact portal. It can take up to 30 days for all communications to stop. It is never TruGreen's intent to overwhelm any customer or potential customer with unwanted communications or solicitations. TruGreen did not reach out to Ms. ****** due to the request that she did not want any more contact from TruGreen. Please let us know whether Ms. ****** receives any communications or solicitations from TruGreen after the 30 days. TruGreen considers this matter resolved.

• Initial Complaint

  Date:05/23/2025

  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.

  The date of the transaction was 5/20/2025. Our regular scheduled lawn service occurred; I spoke with the technician who mentioned he was not the usual technician and had no paperwork to provide for the service. He sprayed the lawn and left. He never mentioned 2 services (charged 2x) and a price increase of near $25 per service. There was no change to the service area and no contract/documents were provided to me as a consumer. The previous service completed in April of 2025 (so the 2025 season was billed at $33.60 - slightly up from the $31.15 from the 2024 season). Based on this, I assumed that the $2.45 increase in service was due to inflation and was agreeable. Now, I see that I am billed 2x for $56.77 and when I called the representative told me that was due to new pricing which is an absurd increase (mid-season) with no communication. I have since cancelled the service and do not feel that these charges are justified. I would have never agreed to pay this new price nor was I aware that I would be charged $56.77 two times. The lack of customer service and willingness to accommodate a good customer is frustrating and unfortunately resulted in losing a customer.

  

  Business Response

  Date: 06/02/2025

  TruGreen spoke with Mrs. ***** TruGreen agreed to reduce her application price back to the same as last year's price. TruGreen explained that when a discount is applied it is only a temporary discount that is good for this season, and at the end of the season the discounts fall off and price will go back to the base price for the next season.   TruGreen is willing to work with customers on pricing and if the discounts are still needed Mrs. **** can contact customer service each winter for the next season.  TruGreen considers this BBB Complaint resolved. ~SW

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ********************** for going on 2 years now. Last season they had a tech thay repeatedly would leave my gates open to my backyard and would disregard the fact and not close them. I have 3 dogs. My neighbors would have to close them for me. One time I did not know my gates were still open and 2 of my dogs got out and 1 of them did not come back. 5 hours later I found out my dog at the local shelter. This is unacceptable and poor excuse for customer service by this company and their techs. Fast forward to this year. I had a tech come out this past week to perform weed control and once they were done they again left my gates open for the world to see. Luckily I saw before I went into my house to let my dogs out. I immediately called and requested to speak to a manager. I was told a manager would call me within 24 hours. We'll 48 hours later I had a voicemail and it wasn't from a manager. ** was from customer service stating they were passing along my information to a manager and noting in my account that all gates need to me closed when service it done. This is unacceptable and poor excuse for service. By the way I have 2 other companies that come out and service my yard and they don't ever leave my gates open. What is wrong with your company. I want and immediate call from manager I have been waiting a week and no one has called. I guess they really don't care about their customer issues. Run and do not use this company!

  

  Business Response

  Date: 06/03/2025

  TurGreen has contacted Mr. ******* we agreed to refund 2 service charges.  Mr. ******* confirmed that he did revive the first refund, TruGreen is processing the second refund.  TruGreen will follow up on our end to confirm the second refund is received.  Mr. ******* has also requested for TruGreen not to send out a certain technician to do his service.  We have added a constraint to the account to help ensure that the technician is not sent to do his services anymore.  TruGreen considers the BBB Complaint resolved. ~SW

• Initial Complaint

  Date:05/23/2025

  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.

  BBB took a complaint over the phone. Below is the voice to text voicemail description

  
  My name is ******* *****, *********. My complaint number is ********. My complaint is against the company **********. I'm calling because on May the 9th, we had a service person come to our home, ask us about doing the lawn. My husband was here at the time. My husband told him to go ahead and do the lawn. He asked if it was okay to run holes through the back, and my husband said fine. My husband was working in the backyard. The gentleman went to his truck, stood in front of his truck and took a phone call and left. And he never completed the service, yet he left a ticket at my house. So I assumed that since he left the ticket and didn't do anything, it would be okay. This past Saturday, which was, I believe, the 17th, I received a bill from True Green in the mail for services rendered on May 9th that were never rendered. On that day, on May 9th, I called the local number in ******** and I asked somebody to contacted the technician to have him come back and do my lawn. They said he was not available. I'd have to wait 48 hours. And I said, well, that's why my husband and he spoke to get it done that day. And I said, well, you can call his supervisor. I gave them the name of the supervisor. The supervisor never called. then I called back and I asked to speak to a supervisor instead of a customer service person. I spoke to a supervisor by the name of Essence. She said she would contact the local office and get right back with me. As of today, the 21st of May, and that was the 9th, I have not received a call from TruGreen. The only I received from them was a bill for services not rendered. And that was mostly my complaint. My resolution that I would request would be a sincere apology and for them to take this amount of money that they billed me for off my account. I told them at the time, if they did not get back to me that day, that particular day, the 9th, that I was done with their services. I didn't need them to come back to my home anymore after 20 plus years of service with True Green. That's practically all I need is to have this resolved. And I did speak to someone in your Memphis office that was extremely **** when I spoke to her. And she told me that was the way I took it. And I said, no, that's the way you said it. And she says, well, I can't help you then. And so I called back to the *************** and I'm filing another report because the first report for some reason got lost in transition from the *************** to the Tennessee office. And nobody seems, and I am waiting on a call from the manager or the supervisor at the *************** because I understand most places when they have computer systems they have an IT service. The first, my initial complaint should have been able to have been retrieved by someone in your IT department because the lady that took the report initially, her name was *****-****, All they had to do was retrieve what she put in the system. If somebody could, and that's all I have to say. Thank you very much.

  

  Business Response

  Date: 05/27/2025

  TruGreen spoke with *** and Mrs. ***** today.  We apologized for the frustration with our customer service and the application not being done yet being billed for the service.  TruGreen did credit and remove the balance from the account, we will also get a free service call set up to do this weed and feed treatment.  *** wanted to add the grub application to his program.  We will have the grub application added and get the free service call and grub application scheduled as soon as possible.  We will also have the local manager reach out to Mrs. ***** and leave a direct call back number for himself; I already gave Mrs. ***** the ************** direct call back number. TruGreen considers this BBB Complaint resolved. 

• Initial Complaint

  Date:05/23/2025

  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 am filing this complaint due to the damage TruGreen has caused to my lawn and their failure to resolve the issue.I was a paying customer for two years, during which *********************** treatments destroyed the grass in my front yard. What was once grass became dirt and mud and has remained that way for over a year. When I first raised concerns, TruGreen claimed the grass that died was just weeds and that healthy grass would grow in its place. That never happened.Out of frustration, I canceled my service. Afterward, a manager named *** contacted me and visited my property. He acknowledged the poor condition of my lawn and offered to provide aeration and reseeding at no cost in an attempt to win back my business. I agreed.Someone was eventually sent to do the work, but the job was incomplete and done poorly. Entire areas of bare dirt were missed, and I was never notified that grass seed had been applied. No visible improvement followed.Since that visit, I have followed up with *** multiple times through phone calls and text messages. *** also called TruGreens customer service line repeatedly. Each time, I am told a note will be made and someone will call me back, but no one ever follows up. No one has come out to correct the issue or even inspect the ********** yard looks significantly worse than it did before I began using TruGreens services. Despite paying for two years of service, I now have a front yard that is completely bare and a backyard with dead patches.I am requesting that TruGreen take full responsibility for the damage they caused and return to properly aerate and reseed both my front and backyard at no cost to me.

  

  Business Response

  Date: 06/13/2025

  TruGreen has been in contact with Mrs. *********** TruGreen did agree to install sod in the damaged areas.  TruGreen did install sod on 6/11.  I will continue to monitor this on our end. TruGreen considers this BBB complaint resolved at this time. 

• Initial Complaint

  Date:05/21/2025

  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.

  On May 2, 2025, after about a year of service with TruGreen for $79.95 per month, I called to cancel my service and received a cancellation number. The previous day, their lawn care specialist had spent approximately 3 minutes haphazardly pushing a small wheeled spreader around my yard, missing most areas, then leaving.Later I was shocked to see that my bank account was charged $159.90. I called their customer service to question the charge. ****** (spelling?) told me that a $119.95 refund had been set in motion when I called to cancel my service and she stated I would receive the refund within 5 days. On May 9, still no refund, so I called again and spoke to ***. He said he didnt see any record of a refund and that ****** has a history of telling customers this and not following through but that he would be sure the refund for $119.95 would go through by May 12. Today is May 21 and still no refund. I want TruGreen to follow through and provide my refund of $119.95. This is actually the second time the company has done this (overcharged me), but the only complaint I have made. I do not feel they are reputable and honest when they have access to a customers bank account information.

  

  Business Response

  Date: 06/04/2025

  TruGreen corporate care spoke with Mr. ******* and apologized that he had not yet received his refund of $119.70. TruGreen advised that the refund was attempted on 5/10/25 back to his card. The refund was unable to be processed, so a refund check was requested on 5/12/25 to be mailed to Mr. ******** TruGreen has been unable to get in contact with Mr. ******* this week to confirm that he received the check and asked that he call/email if he did not receive it. 

  Customer Answer

  Date: 06/06/2025

   
  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:05/20/2025

  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.

  Several shrubs on my property died over the winter and Tru Green has not supplied me with a reasonable response or treatment options. I was then charged for visits after I requested they cancel my contract.

  

  Business Response

  Date: 05/28/2025

  TruGreen spoke with Ms. ******** on 5/28/25 and apologized for the unexpected charge on her card. TruGreen advised that the $144.41 was refunded back to her **** on 5/23/25. Ms. ******** appreciated the refund. 

  Ms. ******** thought her prepayment was through June. However, prepayment is for a set number of applications vs a rolling 12-month period. The local management team has previously advised that the shrub decline was caused by blight, which TruGreen cannot control. The local management team advised Ms. ******** that she can try an over-the-counter fungicide every 2 weeks to see if that will help. 

• Initial Complaint

  Date:05/19/2025

  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.

  Last fall October/November 2024 Trugreen sprayed my yard with weed killer. It killed a large section of grass in my back yard. I complained to the Supervisor and he came out and looked at it and claimed it was army worms and spotted grey leaf that killed it. He said it will bounce back to life, give it time and use a pesticide. April 2025 I told the supervisor the grass is still dead. He come out in April 2025 and looked at and said let me come back May 2025 to check again. He came back in May 2025 and he said he is replacing the sod himself. He said give me time to run this by my manager and I will let you know what's going on. He finally got back with me a week later and said he will be coming out to replace my yard with sod on May 16th 2025. He told me to make sure the ground is not dry so it is not hard digging. I mowed the yard May 15th 2025 and watered it to make it easier for him. The morning of April 16th I secured my dog in the house so she would not bother him and I opened the gate to my backyard. I waited all morning and he never showed up. I text him and he said he was broke down waiting on a tow. All I'm asking for is for the big section in my backyard to be properly replaced by professionals with new grass sod like he promised me.

  

  Business Response

  Date: 06/04/2025

  TruGreen's manager has been in contact with Mr. ************** TruGreen has agreed to pay for the sod to be replaced in the damaged area.  Mr. ******* did contact a landscaping company and get an estimate for the repair work.  TruGreen has requested a check to be sent directly to Mr. ************** We will continue to monitor on our end to insure he has received the check in the amount of $2275.00.  TruGreen considers this BBB Complaint resolved.  ~SW

  Customer Answer

  Date: 06/09/2025

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

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

  303 Winnow Ct

  Moncks Corner, SC 29461

  
  

• Initial Complaint

  Date:05/19/2025

  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 used this company since 2024 to treat my lawn. The last application I received was in February. I thought once the weather started warming up, that the grass would grow back. Instead, I noticed after that that I had areas of bare dirt and dead grass all over my backyard. I reached out to the company multiple times to make them aware of my situation. The first time, I was told that I could not speak to a supervisor but that they would send out a technician. A few days later, I received an alert that a technician would come to do my regular application on my lawn. I called back and explained that I dont want another application, that I needed to speak to a supervisor. I received a call back from someone and I tried calling back them number 3 times and left voicemails, with no response. I have now paid over $2000 to a landscape company for new grass since I have been told by multiple landscaping companies that I have to re-sod the entire backyard. Im seeking money back for the amount I have spent buying new grass.

  

  Business Response

  Date: 05/22/2025

  TruGreen spoke with **** ***** today.  TruGreen apologizes for the frustration with the service and local office.  TruGreen offered a refund in the amount of $500.00.  **** accepted this settlement offer; I will monitor on my end and follow up with **** next week to confirm the refund was received.  TruGreen considers the BBB complaint resolved. ~ SW

• Initial Complaint

  Date:05/18/2025

  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 had trugreen treating our lawn for over 1 year. We attempted to cancel service because we saw no changes in our lawn. Emails were sent attempting to cancel service however they were ignored. Trugreen continued to come to our house and bill our card. The card expired and now tru green has sent our payments to a debt collector. Weve attempted to contact them by phone and email plenty of times regarding these bills however we always get told someone will call you back. Along with this issue, we have been told by 2 pest companies that our current pest infestation (clover mites) has been caused by untreated fertilizer. The only fertilizer at our home was brought by TruGreen. We are thousands of dollars into attempting to stop this infestation and repair the damage done to our home.

  Customer Answer

  Date: 05/21/2025

  Hi unfortunately trugreen attempted to call but I missed the call. The number they provided to call back was the main customer service line. I tried calling on 3 separate occasions and keep being told they have no way of reaching the person that called me. Yesterday the representative even hung up on me. What should I do??

  

  Business Response

  Date: 05/22/2025

  TruGreen spoke with Ms. ********** and apologized for her experience. TruGreen has agreed to waive the past due balance of $2005.84 to resolve this matter. 

  Customer Answer

  Date: 05/22/2025

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

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

  6 ******** **

  Pottsville, ** 17901