Business Profile

Medical Marijuana Dispensaries

Trulieve, Inc.

Headquarters

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Complaints

This profile includes complaints for Trulieve, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

64 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:03/27/2025
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.
This true leave on Summerlin Road in Fort Myers Florida is the worst true leave out there. Their employees are very rude. They discriminate against people and their families Ihad went to this Trulieve today March 27, 2025 and the employees at this location are so rude. One employee individually chased me out of parking lot for assisting my elderly mother with her car Trying to take my mother‘s medication back. I have never been so humiliated in my life to have the so-called employees of Trulieve chase me out of the parking lot. I never went intothe store. I assisted my mom in the parking lot and they chased me out of the parking lot. I just want to let the other patients they may want to go get their medication elsewhere if they wanted to be treated with respect and dignity Because at this true leave, it’s absolute opposite. They try everything in their power not to give the patient the medication they refuse all discounts and if you go through the drive-through and you say you wanna use your discount, you wait 30 minutes the absolute worst Trulieve in the whole stateof Florida. I will be getting an attorney for discrimination. I have never heard of a pharmacy treating their patients in the manner that this Trulieve has treated me.
Business Response
Date: 04/01/2025
Mr. ********
We sincerely apologize for the experience you had at our Summerlin Road location. At Trulieve, we strive to provide every patient with respectful and compassionate service, and we regret that your visit did not reflect these values.
We take your concerns very seriously and appreciate you bringing them to our attention. We will investigate this matter further and work towards a resolution.
Your feedback is invaluable to us, and we are committed to improving our service to ensure that all patients and their families feel respected and valued.
Sincerely,
Trulieve Customer Support Team
Initial Complaint
Date:02/25/2025
Type:Sales and Advertising 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 quite literally spent $50 on an uber to pickup my order T133000206977 from the Zephyrhills, Florida Trulieve and upon getting to the establishment, they’d plastered signs all over the wall that they were only accepting cash because their machines were down (they’ve been doing this the last couple of days) so I attempted to use the ATM inside and they’d plastered a sign on it stating that it was also out of services. I had to walk in the rain to an ATM across the street, returned to the business and attempted to purchase my order just for it to be short 3 items. I brought this issue up to the girl and she immediately said “well your prescription is out, but it should renew tomorrow.” I thought that was odd since I’d only been once this month and hadn’t purchased a large amount of flower. I checked on the state website after my impatient uber wouldn’t wait any longer. Well I found out that I could still purchase a substantial amount more. 3, almost 4, FREAKING oz more to be exact. Needless to say, I won’t be returning to this place. No way did I waste $50 on an uber to get up to this place, but then still spent $60 when your employees were too lazy to just check. I even told them that it shouldn’t be out and referenced their website at the store and the girl just went “our website sucks, it’s usually wrong.” Like wtf??? The website was correct, they just didn’t want to go and get my items. Honestly 0/10 stars, wouldn’t recommend this place to anyone. I’m beyond pissed off at the unprofessionalism and some crappy sales tactic to get me to purchase more??? That’s all I can surmount this ploy to be. Be careful and just go to MUV or a local dispensary, they’re super shady here.
Business Response
Date: 02/28/2025
Hi Aaliyah,
I am sorry you had that experience. We do value you as a customer and would like the opportunity to try and make out patient experience better. If you get an opportunity reach out to us and let's discuss further what we may be able to do better and improve our patient experience. Thank you.
Customer Answer
Date: 02/28/2025

Complaint: 22984596

I am rejecting this response because: there was no email left to contact the business to discuss this issue further.

Sincerely,

Aaliyah *****
Business Response
Date: 03/07/2025
Hi,
The shot you are showing is from the MMUR. if you have question on that you will need to contact them for assistance.
Initial Complaint
Date:12/23/2024
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.
On 12/14/24 I visited Truleive in Dunedin to pick up flower. I ordered 2 eighths and left, two days later Curaleaf was having a sale so I stopped by to shop only to find out that I'm maxed out on my flower and can't purchase any more, didn't sound right to me so I went home and pulled up MMU website only to find out that Truleive charged my card for 6 eights on 12/14/24 not the 2 that I purchased, I did a print out and brought it to Dunedin, they said they would straighten it out and come back in 1 hour which I did with no results, I then called Truleive about it an was put on hold and then hung up on. The store manager called me back three hours later and said it was straightened out and that she would give me 50% off my next order for my inconvenience and hung up. i then called Truleive and asked to talk to a supervisor, told her that your error cut me off from my necessary medicine just like any other ( diabetes, cholesterol) which was more than an inconvenience, what if a pharmacy did that, I then told her that offering me 50% off was ridiculous because your offering anyone who walks in 40% so your giving me 10% more off than everyone else who didn't go through what you put me through.I wonder what the state will have to say about this.
Business Response
Date: 12/24/2024
We have reviewed the customer's account, and the corrections have been made. We do apologize for the inconvenience and have applied the 50% off on his account. We are currently running end of year specials, and the customer can take advantage of those and utilize the 50% on a future order when those specials end today.
Initial Complaint
Date:12/16/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved after 17 years and all of my points in their reward system were attached to my previous email. I have shopped at their Squirrel Hill location in Pittsburgh for the last 9 months. The other day when I checked my account balance with the clerk at the store, I only had 20 points. I should have a LOT more than that. I spent $100 to $200 every two weeks there. I have emailed and received no reply after 10 days, their live chat is non-existent, and nobody won't answer the phone. The voice mailbox is always full. I would like credited fire for the full balance of my reward points, that I may use them.
Business Response
Date: 12/17/2024
Your account has been reviewed and was updated yesterday to reflect 1,372 points in your account. We reached out to you this morning on the phone number provided and left you a message. We have spoken to the location, and they would be happy to see you today. Thank you for choosing Trulieve Mr. *****
Customer Answer
Date: 12/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22693914, and find that this resolution is satisfactory to me.

Sincerely,

Gregory ****
Initial Complaint
Date:12/02/2024
Type:Sales and Advertising 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.
On November 1, 2024 I went to the Trulieve Dispensary located in Port Charlotte, FL. While at the dispensary I purchased 3 jars of medicine ( 3 1/8s) and 2 one gram distillate vape cartridges. Trulieve over dispensed my medication over the course of 3 hours by 8 jars (1 ounce) and 6 one gram distillate vape cartridges. This has caused me to have to go days at a time without medication. I have spoken with people at trulieve and they see their mistake but still have not fixed it. I have even contacted the OMMU and they have contacted trulieve and told them that they were responsible for fixing what happened. It has now been 27 days since this took place and trulieve doesn't seem to be doing anything about it. I feel helpless and I don't know what else to do about this.
Business Response
Date: 12/07/2024
We have reviewed the account and have explored all options for a resolution. We have determined that any adjustment submitted through the channels available will further inconvenience the customer and extend the days between purchases. We will include compensation on next visit for the customer for this experience.
Customer Answer
Date: 12/15/2024

Complaint: 22616212

It is not that I am rejecting the offered solution but that I would like to know what said resolution is.

Sincerely,

Stephanie *******
Business Response
Date: 12/17/2024
Stephanie we have applied a 50% discount on your account for your next order. While we understand that product in hand is your primary outcome, we do not have a solution that improves the situation due to restrictions in the new system. Please speak with the manager on your next visit for your discount and to discuss any further questions you may have.
Initial Complaint
Date:11/18/2024
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 am writing to express my concern and disappointment regarding an issue with my points balance in your loyalty program. As a long-standing customer of over four years, I have consistently chosen your dispensary because of the points program, among other reasons. Recently, however, I have encountered an issue that has left me questioning the integrity of the program and the commitment to customer service. I had accumulated approximately 5,000 points, as confirmed by staff, and used 500 points to redeem $35 in credit on a recent purchase. By this calculation, I should have had 4,500 points remaining in my account. However, upon checking my balance shortly afterward, I was informed that my points balance had inexplicably dropped to zero. I brought this matter to the attention of the manager, Antonio, who assured me that he would investigate and contact me with a resolution. Unfortunately, despite my follow-ups, I have not received any communication, leaving the issue unresolved. The lack of clarity and the apparent disappearance of my accumulated points, valued at approximately $350, is both frustrating and concerning. This points system was a primary reason for my loyalty to your dispensary, and I find it unacceptable to have my points erased without explanation. I kindly ask that this matter be thoroughly reviewed and that my points be reinstated in full. I would appreciate your prompt response within [reasonable timeframe, e.g., seven business days] to confirm your actions to rectify this issue. Should I not receive an adequate resolution, I will be left with no choice but to explore alternative avenues, including seeking assistance from consumer protection organizations or local media, to ensure my concerns are addressed. Thank you for your attention to this matter. I look forward to your prompt response and a resolution that restores my trust in your establishment.
Business Response
Date: 11/20/2024
Hello Isabel. We have reviewed your account and located the error that caused it to display as 0 for the associate you worked with. We have verified your points are indeed still there and can be viewed by logging in to your rewards account. We have submitted the correction necessary to update this on the associate's side and look forward to your next stop into our store. Thank you for bringing this to our attention and Thank you for choosing Trulieve.
Initial Complaint
Date:07/10/2024
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.
I placed an order online and spent 40 mins driving to and from to pick it up, only to find you gave me the wrong strength, and now your chat agent is trying to justify this and tells me my only option is to spend 40 minutes and the cost of transportation to go back and exchange it, which is an unacceptable solution to your false advertising
Business Response
Date: 07/10/2024
Thank you for the feedback. Our marketing team has contacted the patient, and a resolution was offered and accepted. If you have any further question, please reach out to our Customer Support Center at *************
Customer Answer
Date: 07/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21968251, and find that this resolution is satisfactory to me.
they are correct they reached out and their social media team was much more willing to assist than their call center and online chat reps

Sincerely,

Dan *******
Initial Complaint
Date:05/24/2024
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.
On May 21, 2004, I went to the Trulieve Store in Pace Florida, 32571. I brought the email for the special offer of Live Suaz Carts code LSC25, for $25 each. I showed the email to the tech and I purchased 4 of the Live Suaz Carts and a few other products (order# T162000056263). The tech appeared to be new and also was not real helpful, however we finally got the products and left, after which time I noticed instead of the offer special of $25 each, I was charged $35 each. I contacted their Customer Service the same day and they said they would look into it. I've since contacted the Customer Service every day since, requesting a in-store credit of $40 for the $10 overcharge for each of the 4 Live Sauz Carts but I keep getting told to check back later.
Business Response
Date: 05/24/2024
We appreciate the feedback and apologize for the inconvenience and frustration this may have caused. We have attempted to contact the patient and left a voicemail. The store credit has been applied to the patient's account. We will attempt to contact patient again.
Customer Answer
Date: 05/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21754942, and find that this resolution is satisfactory to me.

Sincerely,

Kathryne *********
Initial Complaint
Date:05/22/2024
Type:Delivery 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 placed order on 5/21 around 1am. Order was confirmed. Order was to be delivered 5/22. No one called me about the delivery. I call to check status at noon and was told a message to leadership was being sent and they would contact me. I received no call back. Called again to check status nothing. I called back at 3:30 and demanded to speak to a manager. I was told they tried to call me earlier, which I have no evidence from (not on my call log). I was also told that I was re-routed to 5/23. I ordered the medicine so it would be here the day it ran out. And also why couldn't the representative at noon told me this information and it could have been corrected then. But here I am with no medicine.
Business Response
Date: 05/24/2024
We appreciate the feedback and apologize for any inconvenience this may have caused. We have spoken with the patient and offered resolutions he agreed with. Please let us know if you have any further questions regarding this matter.
Initial Complaint
Date:05/20/2024
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.
Truleive is running a points program that is said to have 35% discount of the next purchased items. Trulieve is running sales everyday that make the products the same price everyday.... It is stated they are on sale but the prices are the same everyday and then a full price amount is listed to be the said full price. The products never reach the said actual price and are said to be at a discount. The points rewards program turns the product to the said actual price then reduces it by 10% when the product is already stated to be less. This is a bait and switch to make people believe that they will get a deal when they are turning in the 35% discount. I wish for this program to be stopped or to be applied to the price listed for that day.
Business Response
Date: 05/21/2024
We appreciate the feedback and apologize for any frustration this may have caused. I have attempted to reach out to the patient and was unable to leave a message. We will attempt to reach out again. Please feel free to reach out to us at the Customer Support Center at *************
Customer Answer
Date: 05/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21732545, and find that this resolution is satisfactory to me.

Sincerely,

Michael ******

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Trulieve, Inc. is NOT a BBB Accredited Business.