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 Limited Partnership

  7230 Rutherford Rd Windsor Mill, MD 21244-2704

  
• 

  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

  40 Ridgeland Rd Rochester, NY 14623

  

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:05/27/2025

  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.

  Several years ago we contracted with Trugreen for lawn services. For the most part we were satisfied but then it became too expensive and we cancelled. They also performed services without notification. Shortly after I reseeded my lawn they applied a weed preventer that killed the new grown. we again cancelled. This spring they applied a fertilized without notification. We were not home so could not stop them. We sent a check to the ********** office for the cost anyway on May 1, 2025. Now we keep getting calls from the headquarters for payment. We never received a written bill so we sent the check to the only address we had. The most recent call from the headquarters said that we should have sent the check to them but we have no address for the headquarters. The check has never been cashed.They also said that they could not deal with the ****************** we would have to sea; with them. It seems like this is their problem in communication.

  

  Business Response

  Date: 05/29/2025

  TruGreen spoke with Mr. ******* 5/29/25 and apologized for his experience. Unfortunately, TruGreen is not able to track a check until it posts to an account, and we do not have record of receipt at the local office or payment processing center. TruGreen has credited the $135.93 as requested to resolve this matter. Mr. ******* has been advised to disregard any invoice that he may have. TruGreen recommends Mr. ******* put a stop payment on the check, as it will be automatically deposited if received at our payment processing center. 

  Customer Answer

  Date: 05/30/2025

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

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

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

  Whitehouse, OH 43571

  
  

• Initial Complaint

  Date:05/26/2025

  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 paid in full for several services with TruGreen. Weed and Lawn, Mosquto and aeration. They performed two services (weed/lawn and mosquito) and I canceled because they changed the size of my lawn and wanted more money. They have yet to refund any money and keep sending people out, even though they gave me a confirmation number for cancelation. Im going to report anyone coming into my property without reason to be there as trespassing. Truegreen needs to respect the cancelation and refund my money please.

  

  Business Response

  Date: 05/29/2025

  TruGreen spoke with Ms. ****** 5/29/25 and apologized for her experience. It is important to TruGreen that a proper expectation is set from the time of service, and we will ensure this concern is addressed internally. TruGreen advised that we are only able to treat lawn areas with the lawn applications, but if a lawn was mismeasured, the price quoted should be honored. Ms. ****** advised that the mulch areas were the main reason she signed up for service this year. TruGreen confirmed that Ms. ****** received the refund for her prepayment less the first lawn and mosquito applications. 

• Initial Complaint

  Date:05/25/2025

  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.

  Sales person came to my house. Walked around my yard, I gave them the vision of how I want my yard to look. They explained their service plan is exactly what I need. They shown photos of how my yard will look from their service. They explained my yard had more weed then grass, they would kill off these weeds leaving only healthy and thick green grass. They explained they will automatically come out once a month, but the plan allows me to requests more services, which they said would be needed since the yard was not maintained by the last owners and was in very bad shape. They said its free, easy, no questions asked, I can just request another service. No limits. After telling me everything I wanted to hear, things changed once I paid. I chose to pay upfront instead of monthly, so they have my money for the whole year, they got what they want, so customer service went out the window. Every time I try to schedule a reservice they ask a thousand questions then decline to schedule it. The app has an ai chat that does not even have an option to schedule a service. My yard actually looks worse after 6 months of service then before I hired Trugreen. We are in a drought, so yes grass won't be flourishing, but my yard is growing all types of big bushes and random plants and weeds, and the grass is still in terrible shape, even in the rainy season. I was recommended 2 services a month and that is what I requested, but only been getting 1/month. I sent emails requesting a resolution or a refund, it gets ignored. I am now requesting a resolution and a plan to get my yard on track, to look like the photos I was promised, with 2 services a month pre scheduled since I can't schedule additional services like I was promised, a partial refund, and a tree care plan added at no additional cost for the remaining 6 months (I only have 2 small palm trees). I am happy to continue to use TG for future years, but not if this service remains consistent and theirs no results.

  

  Business Response

  Date: 06/09/2025

  TruGreen has been in communication with Mr. ******** to provide a resolution. TruGreen apologized to Mr. ******** if one of our sales associates provided improper expectations. We had one of our Service Managers to do a proper visit because there was no response to our many calls only to our emails. Our records indicate that the lawn needs renovation, a service that we do not offer. As a good faith gesture, we emailed Mr. ******** two options as a resolution. The first one is to continue service with TruGreen, with the understanding of the limitations for the turf type that that the lawn is and must consider periodic overseeding to improve the density as needed. If Mr. ******** would like to move in this direction, TruGreen will provide the services for the balance of 2025 at no charge. The second option is to cancel the services and process a full refund. TruGreen considers this matter resolved.
      

  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,
  
  ****** ********

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

  Lehigh Acres, FL 33971

  
  

• 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: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.

  We hired TruGreen in 2024 to treat a few weeds in our front yard. They came out twice, but afterward, more than half of our front yard was completely bare. We were told not to worrythey had put down grass seed and promised we'd see healthy new growth by summer. Unfortunately, the lawn looks even worse now.I called to express my concerns, and they convinced me to extend the treatment to both the front and back yards. They offered partial services for free and some at a discount. Our backyard originally had just a few weeds but was mostly green and healthy. After two additional treatments, about 85% of our backyard grass is now dead.When I sent them photos, they claimed it was our faultsaying most of our lawn had been weeds, not grass, and that their products dont kill healthy grass. While they did refund the last few treatments, were now left with a severely damaged lawn and will need to hire another company just to restore it to the condition it was in before TruGreen started.The representative I worked with took no responsibility and blamed us for the damage. If it were true that our entire lawn was weeds, they should have warned us upfront that their treatments would leave us with bare dirt. Instead, they reassured us we'd have nice, green grass.I wouldnt be writing this review if the company had been honest, helpful, or taken responsibility. Based on our experience, I would not recommend TruGreen to others.

  Customer Answer

  Date: 06/10/2025

  True Green called me and said they would come out and reseed my yard. Then they made an apt then didn't show but called and said they would come out another time but would let me know ahead of time right before they came out so I could put my dogs up. They text over the weekend. Said they would be out Monday. Then on Monday at 4pm they sent a text message saying they completed a service. I have cameras and was home all day and no one came. I tried calling and no one is helpful at True Green. So if they try and tell you they came out they did not and I am happy to provide my days worth of camera footage to show you. 

  

  Business Response

  Date: 06/17/2025

  TruGreen's local manager and I have been in contact with Mrs. and Mr. Pliler. TruGreen is doing a treatment for the weeds in the lawn and will then follow up in a week with seeding the back lawn.  TruGreen will continue to monitor the progress of the repair work, on our end. TruGreen considers this BBB complaint 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.

  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,
  
  ******* *******

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

  ***************, ********