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

  6861 SW 196th Ave STE 112 Fort Lauderdale, FL 33332-1629

  
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  TruGreen Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
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  TruGreen

  50526 Corporate Drive Macomb, MI 48044

  

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:05/02/2025

  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.

  I prepaid for the ********* Plan in December but did not sign up for the Tree and Shrub Plan or the Insect and Disease Control. TruGreen applied Insect and Disease control last month and charged my credit card without being authorized. I called to get a credit for this and was told they would submit for a credit but most likely I would not receive one. If this is the level of service they are going to provide I will not renew the ********* Plan next year.

  

  Business Response

  Date: 05/08/2025

  TruGreen contacted Mr. ***** on 5/5/25 and apologized about the unexpected charge in the amount of $82.48. It is never the intent of TruGreen to provide any unauthorized services if the customer has canceled the account. ********************** issued a refund on 5/5/25 as well as canceled the trees/shrubs plan only as requested on 5/2/25. TruGreen considers this matter resolved.    

• Initial Complaint

  Date:05/01/2025

  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.

  I purchase 5 lawn care services with this company when they had a door-to-door salesman solicit my house. After the services were complete, they automatically renewed services without any formal contact. I did not realize this until I received 2 treatments per their website, but I was not home during this so I'm not sure if anything even occurred. Furthermore, they charged the card I gave over the phone previously without my consent . When I signed up for these services over the phone I did not know that the card would be saved on their file. Now there is no where on their website that even allows me to cancel these services that I never even signed up for. All i want to do is cancel my services with them and that is not even an option. I feel like this is unacceptable.

  

  Business Response

  Date: 05/02/2025

  TruGreen reached out to Mr. *** via phone and email 5/2/25. TruGreen apologizes for any confusion surrounding our payment and automatic renewal polices. Mr. *** was charged $6.46 for a small balance, likely due to a miscalculation in the prepayment, following the second application completed in 2025. The two 2025 applications were included in what Mr. *** paid for in 2024. TruGreen has issued a credit and a refund is processing for the $6.46 charge. Mr. *** has been advised that he should see the refund within 7-10 business days. TruGreen has provided the payment/automatic renewal policy information as outlined on the Welcome Aboard Letter when customers sign up for service. The account has been cancelled as requested, and our billing department will delete the card from TruGreen's system once able to from the refund being issued. 

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  However, I have not received any emails from them regarding cancellation of my account but I do see that the credit card is now removed and my plan is cancelled on their website.  Also, when I first registered service, they specifically said there was no automatic renewal so what they said regarding this is not true per their email. 

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

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

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

  
  

• Initial Complaint

  Date:05/01/2025

  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 used TruGreen for one season (summer 2024) and by the end of the season my lawn was completely dead. We ended up having grubs that killed the entire front yard, but TruGreen never informed us there was a problem. I had called multiple times and asked for a representative to come out and look at the yard about my concerns, but by the time one came the grass was totally gone. TruGreen was still coming out and spraying our yard routinely though even though as the technicians were walking across the lawn, large patches of grass were just sliding under their feet and the entire yard was pulling up like carpet.I worked with ***** to try and make the situation right, but we didn't get very far. He did refund me for the entire season, but now I am still left with a completely dead yard that will cost me thousands to replace. Having grubs is obviously not TruGreen's fault, but I was paying them to help me take care of my yard. Not being notified of a major problem and having multiple techs continue to spray dead grass without saying anything is the problem. If they were actually doing more than just showing up for less than 10 minutes to spray some chemicals and leave, this problem could have been caught much earlier and I would have been happy to pay TruGreen for extra treatments to kill the grubs. Unfortunately that is not how my story has gone. ***** told me that he would also reimburse me for the damages to help with putting in the new grass. It started out as they would pay for half and then that dropped to them paying me $500 for damages, but that never came. After not hearing back for multiple weeks if the damages were going to be refunded, I tried calling *****, but I discovered my calls now go straight to voicemail. ***** seems like a nice guy, but his hands appeared to be tied by a general manager that is not interested in doing the right thing.

  

  Business Response

  Date: 05/16/2025

  TruGreen corporate and local management team spoke with Mr. ******* We came to the agreement to issue $750.00 to Mr. ******* apply a grub curative and seed this spring, and aerate the lawn in the fall. TruGreen will continue to monitor on our end to ensure Mr. ****** receives the refund and to schedule the aeration in the fall. 

• Initial Complaint

  Date:05/01/2025

  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.

  I pay $82.95 per lawn service. For the April 24 lawn service, I was charged $82.95 twice (total $165.90). I should have only been charged once. They listed me as having "grub service" and "lawn service", but I only had lawn service. If you look at attached service reports, you'll see it's fertilizer and weed control, and the same chemicals are listed on both invoices. There should just be the lawn service invoice. I emailed their listed email and it was returned "email not found". I called *************) and the man I spoke to said he didn't have access to my lawn service record. I filled out on online request at ******************************************************* and TruGreen never responded. Please take the extra $82.95 off, so I'm only charged once for the April 24 service.

  

  Business Response

  Date: 05/09/2025

  TruGreen attempted to reach Ms. ******* via phone and email. TruGreen was able to connect with Ms. ******* via phone on 5/5/25, but she requested email communication at that time. TruGreen apologizes for the unexpected charge the customer received. ********************** has advised that the grub preventative and aeration/overseeding services are their own service charge and asked Mrs. ******* to let us know if they should be removed off of her program moving forward. TruGreen has refunded the grub charge as of 5/8/25 and advised that the refund will go directly back to her card. 

• Initial Complaint

  Date:05/01/2025

  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.

  I mistakenly called Tru Green on 4-21-25 and set up a free estimate appt for that Friday. Within a day, I realized I had accidentally called the wrong company and called them back to cancel the estimate. They interrogated me as to why I was canceling. I told them I had accidentally called the wrong company. They persisted and wanted to know why. I told them I didnt need to give them any more information. I hung up. Despite my cancellation of the appointment, Tru Green showed up on Fri., anyway! That was 7 days ago. Since I canceled the appointment, Tru Green has.called me no less than 6 times, sent me a voice message and sent me at least 2-3 advertisements in the mail. I have tried blocking them and the calls keep coming through. I am dealing with the very difficult and recent loss of a loved one and their harassment is causing undue and completely unnecessary stress. I want nothing to do with them!! I made this clear, in person, to their employee who showed up on Friday, 4-25-35 at 11:30 for the appointment I had already canceled at least 2x. I want this harassment stopped!! I would greatly appreciate anything you could do to get them to leave me alone!! My address is ************************************. Thank you. ******** ******

  

  Business Response

  Date: 05/01/2025

  TruGreen left a message for Ms. ****** 5/1/25 to follow up on the BBB complaint. TruGreen apologizes for any inconvenience caused with our contacting her. Our records indicate that Ms. ****** signed up for a lawn program on 4/21/25. Ms. ****** would have been contacted for notification for the first scheduled service and via mail with the confirmation of her program. TruGreen apologizes if she requested to cancel prior to the specialist coming out for the first application and evaluation and we still came out. Ms. ******** account has been cancelled as requested, and we have added her to the do not contact list. TruGreen advised that it can take up to 30 days for all calls to stop and 3 months for all mailers to stop due to pre-generated materials and lists. However, Ms. ****** will not receive any further information regarding scheduled service. 

  Customer Answer

  Date: 05/01/2025

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

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

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

  Dearborn, MI 48124

  
  

• Initial Complaint

  Date:04/30/2025

  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.

  I hired TruGreen for lawn care after three services plus a cricket lawn services My lawn is now half dead. My neighbor next-door to me also has TruGreen and his lawn is half dead. My neighbors who dont use TruGreen have a decent lawns.I uploaded eight or nine photos. I do have a video, but it was not allowing me to load the video.

  Customer Answer

  Date: 05/03/2025

  The complaint was settled with Trugreen on May 1, 2025.

  I am satisfied with the outcome and the speed in which Trugreen handled the situation.

• Initial Complaint

  Date:04/30/2025

  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.

  April 4th my lawn was sprayed with pre emergence fertilizer and weed killer. (This was a scheduled visit but I was away until April 23rd.) The overspray ruined approximately 50 feet of my established (approximately 30 years) blanket of ********** juniper ground cover. When I returned home on April 23 I was astonished to see they were brown. I checked my Blink cameras and could see the man dragging the hose out to the front lawn where the junipers border my lawn and are on top of my seawall. I took photos and immediately contacted Tru Green. They sent representative ******* out on April 25th who took more photos and agreed that TruGreen was responsible for the damage and that indeed it was caused by overspray. She wrote a report and submitted it but I have yet to hear from TruGreen. I want to be compensated for the extensive damage they caused.

  Customer Answer

  Date: 04/30/2025

  The date of the spraying was 4/11/25, not 4/4 as stated in the original complaint 

  

  Business Response

  Date: 05/05/2025

  TruGreen spoke with Ms. ******* and visited the property. TruGreen confirmed the ground cover was damaged in error. TruGreen is refunding the $60.95 from the application and $750.00 to reimburse her for the cost to have the discoloration pruned out. 

  Customer Answer

  Date: 05/05/2025

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

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

  5 Nobska Way

  Wareham, MA 02571

  
  

• Initial Complaint

  Date:04/29/2025

  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 got a message that TruGreen completed service at my property. My wife was home. The gentleman who came was on the property for roughly 7 minutes and then left. My wife saw this. He got in his car and drove down the block apparently to do another service (those people also claim that they did not receive service that trugreen states was performed). He left no paperwork or signs and I have the incident on ring video. I am being charged for services I did not receive. That is theft. When trying to call customer service every phone number is routed to a customer service in another country.

  

  Business Response

  Date: 04/30/2025

  TruGreen corporate contacted Mr. ******** 4/30/25 and apologized for the scheduled service that was not completed at his property as recorded. It is never TruGreen's intention for someone to be charged for a service that was not completed. TruGreen advised Mr. ******** that the application would be credited. TruGreen's customer service has also scheduled a no charge return visit for the application to be completed. TruGreen advised Mr. ******** that we are not able to discuss the internal actions taken as the outcome of this complaint. 

• Initial Complaint

  Date:04/29/2025

  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.

  I had TruGreen services for 1 year and within that one year and then I cancelled. One of their employees called me and lied about a service I needed. He stated he came out the last time with the person who treated my lawn. I have cameras all around my house and only one person came out. I asked the guy on the phone who he came out with and he said he couldn't remember their name, I asked if they were a boy or girl and then he hung up on me!! I cancelled my service with them. They keep calling me 2-3 times a week and I have told them to STOP or I will sue for harassments. They called me again today from **************, I recorded the call

  

  Business Response

  Date: 05/08/2025

  TruGreen emailed Ms. **************** and apologized for her customer service experience. ********************** escalated this matter for further investigation. TruGreen has placed Ms. ****************s contact information on our internal Do not Contact portal. TruGreen did advise Ms. **************** that it could take up to 30 days for all communications to stop. TruGreen considers this matter resolved.
  

  Customer Answer

  Date: 05/11/2025

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

  
  Sincerely,
  
  ****** Robersondahadha

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

  **********, OH 45342

  
  

• Initial Complaint

  Date:04/29/2025

  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 for trugreen service for the entire last season and they didn't finish the contracted amount of services for the season for unacceptable reasons and without communication. Because of this, my lawn was worse off then when the season started. I have confirmed this with the company but they still refuse to refund me or honor their commitment.

  

  Business Response

  Date: 04/30/2025

  TruGreen went out on 9/18/24 to perform the last regular lawn care service for 2024. TruGreen observed that the home was boarded up due to a fire. TruGreen made the decision not to render this service because no one was occupying the home, and this application would require watering. Our records indicate that our sales associate sold Mr. ********* 6 lawn regular care applications of weed control/fertilizers -the first application was half off, the next four were at the regular rate and the sixth one at no charge. TruGreen offers the healthy lawn guarantee that we will come back out at no charge in between the billable services to address any concerns. It was not until Mr. ********* contacted TruGreen on 3/3/25 advising that he did not get the expected results in 2024. TruGreen advised Mr. ********* that the account was canceled and needed to be active since last service was on 8/21/24. Mr. ********* called again on 4/29/25 spoke with our Service Manager who agreed to come back out as a good faith gesture and perform a free service. This free service was completed on 4/30/25. TruGreen also advised Mr. ********* that in order to get the expected results, we must come out every 4-6 weeks to weed and feed the lawn. TruGreen also advised that sometimes it may take more than one growing season for the expected results. Mr. ********* declined our offer to reinstate the account with good faith discounts due to the miscommunication. TruGreen considers this matter resolved.        

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23264236
  
  I am rejecting this response because:

  Thier response is full of falsehood and half-truths. I will respond in order.

  1. they didnt provide the last service and if they any concern about the house they should have contacted me. I actually had a way to water the lawn if they had just let me know. How do you cancel a service that was contracted and not even inform the customer?

  2. When I signed up I was assured that I would see results in one season. About halfway through I called up trugreen and I was told that you need to wait one complete season to see results. I need to wait. I then told them that I had times the last technician and he was there for only 8 minutes! Trugreen admitted to me that he shouldve been there for at least 15 minutes. They apologised and told me they would do a free service. And now after the season ended and I have more weeds then last year, now they told me it takes multiple season to see results!

  3. Throughout the whole season thier services are too short. Im compiling some other neighbours of mine who used them last year who had the exact same experience and then I will publicise it. Trugreen has proven to be have gotten too big, does not take care of yards properly or treat customers with respect.

  ******

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

  

  Business Response

  Date: 05/13/2025

  TruGreen called and spoke with Mr. ********* on 5/12/25 as well as sent an email. TruGreen still stands by our decision to not service the lawn due to the house fire that was boarded up was best for the customer. Mr. ********* did not communicate to TruGreen of the intent to continue services although the house had burned.  TruGreen would have been willing to delay the service plan at that time. As a good faith gesture, TruGreen has offered 15% off the same rate as paid in 2024 in which Mr. ********* has denied. Since TruGreen has not caused any damage to the lawn therefore at this time no other resolution is available. In order to get the expected results, it is important that the lawn is serviced every 4-6 weeks. TruGreen considers this matter resolved.

  

  Business Response

  Date: 05/14/2025

  TruGreen called and spoke with Mr. ********* on 5/12/25 as well as sent an email. TruGreen still stands by our decision to not service the lawn due to the house fire that was boarded up was best for the customer. Mr. ********* did not communicate to TruGreen of the intent to continue services although the house had burned. TruGreen would have been willing to delay the service plan at that time. As a good faith gesture, TruGreen has offered 15% off the same rate as paid in 2024 in which Mr. ********* has denied. Since TruGreen has not caused any damage to the lawn therefore at this time no other resolution is available. In order to get the expected results, it is important that the lawn is serviced every 4-6 weeks. TruGreen considers this matter resolved.

  
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23264236
  
  I am rejecting this response because:

  Trugreen refuses to address the main concern once again. The main concern is that they need to inform their customer if they are discontinuing the services agreend upon. I don't have to tell them to continue!

  Also, the lawn looks terrible and they don't back up their work even though thier advertising still says they do. I have a recording of a trugreen *** agreeing that they did a 20 minute job in only 8 minutes. And only after they were busted, they say that they will come back out. Most customers dont check these things. shame on this company for getting big and losing their customer service and cheating thier customers.

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

  

  Business Response

  Date: 05/14/2025

  Please see the previous messages sent to the BBB regarding this and the final decision made. Can this be closed as business responded-customer rejected offer?