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 Lawn Care

  5651 E Highway 163 Columbia, MO 65201

  
• 

  TruGreen Limited Partnership

  8800 Kelso Dr Baltimore, MD 21221-3125

  
• 

  TruGreen - Plano

  1500 10th St Plano, TX 75074-8650

  
• 

  TruGreen

  8810 Grow Dr Ste B Pensacola, FL 32514-7055

  

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:04/08/2025

  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.

  **** ****** stopped by and said Trugreen was working on a neighbors yard. He sold me mosquito spraying after reassuring me that the product they use ******* does not harm bees and is non toxic. He seemed like a very nice man. After he left (it took 45 minutes to sign me up btw), I looked up ******* and it WILL kill bees even after it is dry. "highly toxic to bees if they are exposed to direct treatment or residues on blooming crops or weeds. The active ingredient is bifenthrin, is a non-selective insecticide, meaning it can harm various insect, including bees."A. They should not be lying to customers.B. I've texted **** and called the company about 6 times and can not reach anyone! I finally reached a woman today who said (in a very strong accent) "it won't harm bees" and when I read the above to her - the line went dead. I've wasted 2-3 hours on this so far. I'm not sure if they are a 100% scam or an actual company? I tried the CHAT option on the site and it does not work. I tried the ****** US' option on the site but it also does not work. May be a fake website??If they are an actual company - that's a nice trick to get your CC and then not allow you to cancel.

• Initial Complaint

  Date:04/07/2025

  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 contacted this company for a price to treat my yard. I decided against using the business and told them I went another direction. They continue to call my phone over and over and harass me. After the 5th consecutive call, I asked the telemarketer to remove me from their list that I was not proceeding with them, the calls did not stop. They have continued for 5 days straight with at least 6 calls a day. I answer most and politely tell them I am not interested and ignore the rest. I dont know how to get them to stop. I block every number they call from yet they continue to get through. I am on a do not call list and would like this to stop immediately.

  

  Business Response

  Date: 04/08/2025

  TruGreen apologizes for Ms. ************ experience with TruGreen and the unwanted calls she has received. TruGreen left a message and sent her an email. It is never our intention to inconvenience or overwhelm someone with calls, and we are looking into our internal processes to ensure we are providing the best customer experience possible. ********************** has cancelled Ms. ************ sales inquiry and added her to the do not contact list. Ms. ********** has been advised that it can take up to 30 days for all calls to stop. 

  Customer Answer

  Date: 04/09/2025

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

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

  , FL 32779

  
  

• Initial Complaint

  Date:04/07/2025

  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.

  TruGreen states they performed a **** and shrub application in February on the 8th where it looked like the person was in the front yard for about 2 minutes. I complained and said they did not get the entire property and were sent back out. I believe they sent the same person again on the 10th or 18th. On approximately March 4th (unable to confirm because they have removed all records from my view) they were supposedly there to perform a lawn service. My cameras do not show them on or around the property, let alone going into the back yard. On 4/4/25, Lawn Doctor, a new service came to the property to evaluate as a new customer. They left their information for me and TruGreen was able to see the square footage issued by Lawn Doctor on their evaluation. It reads 8160 sq ft which is a ***** difference between TruGreen's approximate 13k that they built their contract on. I am bombarded with calls all the time with them attempting to collect $87 for a service that was half done where a more expensive service was never completed at all, and where they misquoted the size of the lawn (inflating the size of the lawn). *** The property card states the entire property (LAND AND BUILDINGS) is .29 acre. *** An acre is ***** sq/ft. Unsure how they got 13k(approximate) in footage when that's larger than the property itself. They continue to call and I just want them to go away at this point and leave me alone.

  

  Business Response

  Date: 04/07/2025

  Good afternoon, I called this customer and left a message for them and apologized for the inconvenience. It is never TruGreen's intent for a customer to be charged for a service that was not properly completed. We will ensure this matter is resolved.  We have credited the balance on the account for the application.  At this time TruGreen feels this matter has been resolved. *****

  Customer Answer

  Date: 04/08/2025

  TruGreen is still contacting me regarding this. 

  Customer Answer

  Date: 04/08/2025

   
  Date Sent: 4/8/2025 12:01:30 PM
  TruGreen is still contacting me regarding this. 

  

  Business Response

  Date: 04/08/2025

  We have entered a credit on the customer's account and are waiting for it to process (it should process within the next 24 hours.)  I have also entered the customers information into our internal do not contact system, as well as updated out accounts receivable team that we are no longer trying to collect this balance, and it will be credited/removed.  TruGreen considers this matter to be closed at this time. 

• Initial Complaint

  Date:04/05/2025

  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.

  I signed up for Trugreen on March 21, 2025 and over the same weekend I decided to cancel the service after hearing about the service in the local area. On March 24, 2025 I called customer service and cancelled my contract which was within the 3-day window for cancelling without penalty. I was told my refund would take 1 to 2 weeks and I requested an email to confirm the cancellation. I never receive the email. On approx. April 1, 2025, I called to check if my refund has been processed and the representative told me it was and again I requested a conformation email which I did not receive. On April 5, 2024 I called again to see the status of my refund and was told the refund was process on April 4, 2025 and I will see my refund within 3-5 business day. I requested a confirmation email but the stated she could not send an email I received a tracking number ******** but wanted something in writing. I told her I will not get off the phone until I get the conformation number. She asked me to refresh my computer to see if I have the email. I did but no email. Then she stated she had to speak with her team and then after being put on hold, told me I would receive an email within ***** hours which I believe I will not get. I just want my refund return to me.

  Customer Answer

  Date: 04/08/2025

  I received my refund on Monday April 7, 2025. However, I never did receive the email as the customer representatives said would happen on all three times I called which is unsatisfactory and delaying my refund until I pressured them is also unsatisfactory.  

  Customer Answer

  Date: 04/08/2025

   
  Date Sent: 4/8/2025 8:16:29 AM
  I received my refund on Monday April 7, 2025. However, I never did receive the email as the customer representatives said would happen on all three times I called which is unsatisfactory and delaying my refund until I pressured them is also unsatisfactory

  
  

• Initial Complaint

  Date:04/03/2025

  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.

  They didn't even want to try because they couldn't give any kind of confidence that their weed treatments would even work on 50% or more of the weeds in my yard. I told them I would put a bad review and the guy didn't care. He also said they don't do any type of refunds or credit or warranty if the work turns out bad. Truscam more like it? Over 500$ a year and not even a 50% guarentee and no warranty. Lousy way to do business.

  

  Business Response

  Date: 04/04/2025

  TruGreen called and left a voicemail for Mr. ****** on 4/4/25. TruGreen was not able to locate an account for Mr. ******* TruGreen emailed Mr. ****** to better understand his concerns since we do not have a record of an account. One of the benefits with our company is that TruGreen does offer a healthy lawn guarantee that we will come back out in between the billable services at no charge to address any concerns. If the decline of a customer's lawn is something we caused we will fix it at no expense to the customer. If the customer requests a refund and the matter is our fault, TruGreen will issue a refund. TruGreen also processes refunds as a good faith gesture while trying to resolve a customer's concern. It is never **********************'s intent to expect any customer to pay for services if the expected results are not there or if the customer is unhappy with our efforts. ********************** considers this matter resolved. 

  Customer Answer

  Date: 04/17/2025

  They claimed they would reach out to fix the problem bit they didn't. They were trying to cheat the system to close out complaints not fixed 

  Customer Answer

  Date: 04/18/2025

   
  

  From the CONSUMER:

  Sent 4/17/2025 8:19:47 PM

  They claimed they would reach out to fix the problem bit they didn't. They were trying to cheat the system to close out complaints not fixed 

  

  Business Response

  Date: 04/18/2025

  TruGreen corporate spoke with Mr. ****** and the local TruGreen franchise. The TruGreen franchise has advised that they serviced Mr. ****** in 2022 and were unable to meet his expectations. The franchise has made the decision to decline to service Mr. ******** property. TruGreen reserves the right to refuse service as they deem warranted. Mr. ****** is welcome to contact the franchise directly at ************. TruGreen understands that Mr. ****** does not agree with this decision. However, this is the final decision, and TruGreen considers this matter resolved. 

  

  Business Response

  Date: 04/18/2025

  Mr. ****** told TruGreen corporate that he will continue to decline the resolution and post bad reviews with hopes of effecting TruGreen's rating. He feels that as long as post negatively, the company is effective negatively. Please close the complaint that the business responded and the customer doesn't accept the offer. There is no further action needed. 

  

  Business Response

  Date: 04/18/2025

  Mr. ****** told TruGreen corporate that he will continue to decline the resolution and post bad reviews with hopes of effecting TruGreen's rating. He feels that as long as post negatively, the company is effective negatively. Please close the complaint that the business responded and the customer doesn't accept the offer. There is no further action needed.

  Customer Answer

  Date: 04/18/2025

  They didn't fix the issue at all

• Initial Complaint

  Date:04/01/2025

  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.

  There have been multiple occasions that they show up and ring doorbell and never service our lawn. I get a text showing my service is complete and even says they talked to me and they never did. I have multiple video cameras showing this. They have been doing this for months and just now realizing that they are faking a service. I want a refund.

  

  Business Response

  Date: 04/03/2025

  TruGreen spoke with Ms. ***** on 4/2/25 and apologized for the concerns she experienced with the two applications this year. It is never our intention for someone to be charged for a service that was not completed, and we will ensure this matter is ingestigated and addressed internally accordingly. TruGreen agreed to credit the two applications from 2025 due to the concerns she expressed. Ms. ***** offered to send video from the two visits, but the file sizes were too big to send. Ms. ***** has been advised that she should expect to receive a refund for the two applications and the remainder of her prepayment within 7 business days. 

• Initial Complaint

  Date:03/31/2025

  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 have asked to be on the DO NOT CALL list twice after I received their service. I do not owe money. They keep calling me to sign up. I cannot afford to use their service anymore. They continue to harass me even after I've asked to be put on the no call list twice.

  

  Business Response

  Date: 04/01/2025

  TruGreen attempted to reach Mr. ******************** 4/1/25 via phone and email. TruGreen apologizes Mr. ********************** experience with TruGreen. It is never our intention to inconvenience or overwhelm someone with calls. Our records indicate that a sales inquiry was filled out/opened on 3/7/25. We have cancelled the sales inquiry, and Mr. ******************** was added to the do not call list yesterday. TruGreen apologizes if he had requested to be added to the do not contact list previously. TruGreen has advised that it can take up to 30 days for all calls to stop, but the local sales team has been advised to remove Mr. ********************** information from their calling material as soon as possible to try to help expedite the process. Thank you. 

• Initial Complaint

  Date:03/31/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** TruGreen Billed my credit card for services I cancelled within 20 minutes of the original web form entry. The cancellation number is ********** issued by ****** on 3/27/2025 at 10:09 am PDT.The invoice was still submitted to my credit card and cleared the bank this morning; 3/31/2025.TruGreen insists that the payment can not be refunded until 3-5 business days have passed.I believe they had the option to cancel the credit card payment request.. if they had acted when I called to cancel.

  

  Business Response

  Date: 04/01/2025

  TruGreen called and spoke with Ms. ***** on 4/1/25 and apologized for the issues she encountered while trying to receive her refund that she prepaid and processed on our website on 3/27/25. It is never TruGreen's intent to have any customer or non-customer to feel as we are avoiding their concerns or do not have a sense of urgency. TruGreen did suggest that she reach out to her banking institution to confirm whether they can resolve this matter sooner. Ms. ***** stated that she prefers resolving this matter with TruGreen since TruGreen is in receipt of her funds. TruGreen apologized to Ms. ***** about the 3 days waiting period policy on credit card payments to ensure that we are in receipt of the funds. TruGreen processed the refund on 4/1/25 in the amount of $450.60. TruGreen considers this matter resolved. 

  Customer Answer

  Date: 04/02/2025

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

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

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

  *******, WA 99224

  
  

• Initial Complaint

  Date:03/31/2025

  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.

  In April 2024 I signed up for lawn treatment. I paid $886.54. It was a rough start but I assumed it was the sales ****** being new. The first ****** that came said he would be my technician from then on. He also told me that I was over charged as a good portion of my back yard was just *****. I communicated this with the branch manager ****** ****. He assured me he would come by take a look and adjust the pricing. He never came. Through out the period I reached out to him multiple times, left voice messages other than promise to come take a look he never made an attempt to correct any concerns.The year ended and my emails and texts made it clear I was unhappy. In February I got a text about a technician coming by to do something. Again I reached out to ****** **** asking why I am getting this text. He never responded and a tech came and did something.I assumed since I paid for a year until I got an invoice from them. Once again I called, texted and emailed ****** ****. He did not respond, but I kept calling. He acknowledged he remembered me but really was not clear about doing anything.I started getting calls. I told the **** the whole thing and one said she would be happy to cancel the account and take my payment. I kept telling her I would not pay for something I never agreed to. Eventually last week I spoke to someone that informed me that I agreed to be on a continuous contract. It would just roll over until I stopped. Again - I retell the story for the 5th or 6th time. I had told her I was recording the call. She talks to a supervisor and comes back and tells me they are canceling the ************* I get another call from them saying I owe them money.I am fed up with the bullying and the underhanded way they do business. They send a different tech out every single time and the techs say - I don't know I am just...Please help.

  

  Business Response

  Date: 04/02/2025

  TruGreen called and left a voicemail for *** ****** on 4/1/25 and 4/2/25 with no response. TruGreen also sent *** ****** an email on 4/2/25 apologizing for her customer service experience. ********************** completed the annual lime treatment on 2/7/25. *** ****** contacted TruGreen on 2/10/25 to request that we make sure to knock on the door before any services are rendered. *** ****** contacted TruGreen on 3/10/25 to cancel the service due to unhappy with the services. Our records indicate we spoke with *** on 3/28/25 and processed the credit for the service that was completed on 2/7/25. It is never the intent of TruGreen to have a customer or non-customer to feel as if we are avoiding assisting. TruGreen did notice a few missed opportunities to resolve this matter and has taken the necessary steps internally to ensure our procedure of unauthorized service is followed. TruGreen considers this matter resolved.

• Initial Complaint

  Date:03/28/2025

  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 had service with TruGreen and the last 2 times they service my yard I called them and informed them that their service is not providing the results as well as the person they keep sending to my house do not service the whole yard especially when I know that they cannot go to the back yard due to the gate being locked. I also requested to schedule a service where I'm home so I can show them my concerns and it never happen. So I cancel the service and they charge me anyway and when I refuse to pay for it they sent it to collection, and I do not want my credit to go bad so I had no choice but to pay for it. My issue is that they do not stand behind their service and charge me for something that they are not doing.

  

  Business Response

  Date: 04/01/2025

  TruGreen called and left a voicemail as well as sent Ms. ***** an email apologizing surrounding the issues she encountered while trying to cancel her service. It is never TruGreen's intent to expect any customer to pay for a service if their expectation is for it to be rendered at no charge. TruGreen did identify some missed opportunities in our process when Ms. ***** called in disputing the service charge and request to cancel. TruGreen has addressed this internally. As a good faith gesture, TruGreen has processed a refund in the amount of $56.95. TruGreen considers this matter resolved.

  Customer Answer

  Date: 04/05/2025

  I did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.

   

  Customer Answer

  Date: 04/08/2025

   
  

  From the CONSUMER:

  Sent 4/5/2025 9:03:25 AM

  Read by **************** on 4/8/2025 2:11:53 PM

  I did see the missed called and a text message from Trugreen. I read their message here that they stated that they refund me back and my question is how because I do not have any refund from them.

   

  

  Business Response

  Date: 04/08/2025

  TruGreen called and left a voicemail as well as sent Ms. ***** an email on 4/4/25. TruGreen apologized that her refund in the amount of $56.95 was declined by her banking institution on 4/2/25. TruGreen advised Ms. ***** that we mailed her a check on 4/3/25 in the amount of $56.95. TruGreen also set the proper expectation to allow 7-10 business days to receive these funds. TruGreen called and spoke with Ms. ***** on 4/8/25 and updated her as well. TruGreen considers this matter resolved.