Complaints

• Initial Complaint

  01/25/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Customer Number: ********** I employed ********************** in March 2024 for 1. tree and shrub service and 2. **************** and paid them $814.07 for a full year of service. Following their treatments ineffectiveness I called them to cancel both my services in July 2024. They refunded only $193.94 for the first ineffective service. I called them again, multiple times and was able to get a second refund of $206.03. Their agents are giving me the runaround, claiming that they cannot refund this big a sum in total and a manager will have to call me back. However, I havent received any call backs from them for my refund. I am owed a total of $414.10 from them

  

  Business response

  01/28/2025

  TruGreen spoke with Ms. **** on 1/28/25. TruGreen has already refunded any unused prepayment and the applications that were completed after she states that she cancelled service at the end of July 2024. Due to the amount of time that has passed, TruGreen would not be able to properly evaluate concerns with workmanship/results from applications completed in Spring/early Summer 2024. As a good faith gesture, TruGreen has agreed to refund an additional $214.03. Once this refund is received, Ms. **** will have received refunds totaling $614.00. Mrs. **** agreed to this resolution as well. TruGreen considers this matter resolved. 

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Assuming, I do get the additional $214 refunded, I consider this a resolved matter 

  
  Sincerely,
  
  ****** Gala

  , FL 33134

  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been paying for a few difference Trugreen services for the past year. One of them was for the TruCore Lawn Plan which claims to fertize the lawn and kill weeds. After a year I learned I have more weeds than I have grass around my house. Even what I thought was grass I found out are actually weeds and my entire tree lawn is dead.I would like Trugreen to replace my lawn asap.

  

  Business response

  01/29/2025

  TruGreen contacted ********* on 1/27/25 and scheduled a property visit for 1/28/25. Our records indicate that one our managers from the local service center met with Mr. ****** at that time. As a good faith gesture TruGreen agreed to repair the left side and front middle of the lawn only due to the excessive number of weeds in the lawn.The manager also pointed out to Mr. ****** the other areas that he assumed were weeds and not grass was actually grass. TruGreen has declined to repair these ********* Koster forwarded two estimates to the manager. Mr. ****** stated that he will be using his landscaper who provided the lower estimate ($3,200). TruGreen will also be refunding all services completed in 2024 totaling $548.55. TruGreen will be processing a check in the amount of $3,200.00 once the general release has been signed and returned by Mr. ******* TruGreen considers this matter resolved. 

  Customer response

  02/01/2025

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

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

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

  **********, FL 33486

  
  

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have copied and pasted email communication I had with the Mr ******** below, it explains the issue I had with the lawncare provided and the results of my efforts to get refunded the remaining two payments deducted from the credit card on file. Trugreen has a " Satisfaction Guarantee policy " and after many months of service there were no significant improvement to many areas of concerns. The non response from Mr ******** made me file the complaint for the remaining refund **********: TruGreen Property Visit @ ************************************ You Good afternoon Mr ********* you never confirmed if the balance of the last two payments were refunded, please let me know promptly so I can write my review From: L Peruzar <*******************************>Sent: Friday, August 30, 2024 2:04 PM To: ********* ***** <**************************************************************************>Subject: Re: TruGreen Property Visit @ 1130 ******* That would be appreciated thank you very much ******************* ********* ***** <**************************************************************************>Sent: Friday, August 30, 2024 1:55 PM To: L Peruzar <*******************************>Subject: Re: TruGreen Property Visit @ 1130 ******* Good morning.I understand your concern. I'll see what I can do to request 2 more application refunds. Regards,***** ******** ************** Manager ********* 5762 ************* office ******************************************** From: L ******* <*******************************>Sent: Friday, August 30, 2024 9:30 AM To: ********* ***** <**************************************************************************>Subject: Re: TruGreen Property Visit @ 1130 ******* Hello Mr. ********* it's been over a week and I haven't gotten any response from you about my request for the refund of the last 4 payments dated 5/23-6/01-6/20-7/12 taken by Truegreen from the credit card you have on file, please respond and let me know Truegreen decision so I can move forward, thank you in advance for your timely response.

  

  Business response

  01/29/2025

  TruGreen contacted Mr. ******* on 1/27/25 and apologized that our manager did not respond to his email sent on 8/30/24. Mr. ******* acknowledged that he did not make any other attempts to resolve this matter since 8/30/24. He stated that instead he chose to file the BBB complaint as the only option to getting this matter addressed. TruGreen agreed to refund the other two applications totaling $105.52. It is never TruGreen's intent for a customer to feel as we are avoiding resolving their concerns. TruGreen considers this matter resolved.   

  Customer response

  01/30/2025

  I am quite satisfied with the prompt response from Trugreen and my decision in contacting BBB, I trust that Trugreen will follow through on my refund request as stated by ******, therefore I consider this matter resolved,  thank you for assisting in this matter.

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 2024 I called and cancelled my subscription to trugreen they had said the last service has been made and that was it. Someone from trugreen came over in December ******************************************************* that the service started over again after I cancelled. They told me they had fixed the issue and it's cancelled. Now every single week from that day on trugreen has been harassing me to continue the service and when I say no they add the time from the service that started in December as if I ordered it to pay after the notes on their end says that was an error on their part. But they won't stop calling early morning till late at night. At this point I'm thinking of changing my number. I need help with this issue.

  

  Business response

  01/22/2025

  TruGreen has attempted to reach Mr. ********* via phone and email on 1/20/25, 1/21/25, and 1/22/25. TruGreen has not been able to connect with or heard back from Mr. ********** TruGreen apologizes for the application on 12/04/25 being unexpected to Mr. ********* and for any miscommunication that had occurred. TruGreen has advised Mr. ********* that the 12/04/24 application was a Sulphur application which was part of his initial service agreement. Mr. ********* spoke with a representative on 1/02/25 who issued a credit for half of the application at that time. At this time, TruGreen has a agreed to credit the remaining balance for the Sulphur application as a good faith gesture to resolve this matter. TruGreen has confirmed that the account is cancelled, there is a zero balance owed, and TruGreen has been placed on the do not call list. TruGreen asks Mr. ********* to allow up to 30 days for his information to be fully filtered out of the system and any pregenerated material for all calls to stop. 

  Customer response

  01/22/2025

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

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

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

  *******, TX 79606

  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed lawn services with Trugreen and after 6-7 months of service, my lawn did not see an improvement. There were in between visits to retreat as per the agreement however, it afiled to meet expectations. I cancelled the services in Nov 2024 and at which point, I did owe $151 which is accurate. On December 9th, I received a letter with a balance of $500 and when I contacted the business, I was informed that it was due to cancelling and since I did not complete the whole 12 months, they carried forward the balance. I disputed this as this I felt was not appropriate. No additional services were rendered and they failed to meet their end of the agreement which was supposed to be a guarantee. Today, January 16th 2025, I received a collection letter for the amount of $608 which baffled me as it was only $500 in December. I called the business and spoke with 2 representatives who confirmed from the local are manager that they brought forward the rest of the months. This is quite alarming as never in any conversation or written document that it was explicitly noted that this would happen if you cancel. All I was told is you can cancel at any time. The product they used did not work for 7 months and so they actually owe me the monthly payments,if anything. I find that this business tactic unscrupulous and underhanded. What I want is the owed amount adjusted to $151. They also did not provide any documentation or letter that they would be turning this account over to a collection agency. Thank you.

  

  Business response

  01/22/2025

  TruGreen has been unable to connect with Mrs. ****** via phone but has corresponded with Mrs. ****** via email. Mrs. ****** has advised that she was not aware of the conditions surrounding the monthly payment program and that payments are owed even when services are not completed, as they are payments broken into 12-months. Mrs. ****** has agreed to pay $151.16, and TruGreen has agreed to waive $457.26 out of good faith. TruGreen has advised Mrs. ****** that payment for the $151.16 is to be received before the balance of $457.26 can be waived. Mrs. ****** advised that she will call in payment today. 1/22/25. Once payment is received, TruGreen will process a credit for the balance, for the account to reflect a zero balance. TruGreen will monitor the account for her payment, and considers this BBB complaint closed. 

  

  Business response

  01/22/2025

  I have attached where Mrs. ****** agreed to call in $151.16 on 1/22/25 and where TruGreen advised that payment must be received before we can waive the balance. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called Trugreen to cancel service in Sept of 2024 because I was moving. Trugreen agreed and said they will provide a final free curbside service as a courtesy. They provided that service. However, it seems they did not record my request to cancel service and continued to provide service. I've explained this to Trugreen a half dozen or so times but they continue to call every day. Each time they call I explain to them what happened; sometimes they say okay they will make a note of it and stop calling and sometime insist on payment. This was a Trugreen administration error. I'm not going to pay for the service. Please ask Trugreen to stop calling me.

  

  Business response

  01/16/2025

  TruGreen emailed Mr. ******* on 1/16/25 apologizing for the numerous calls regarding the balance for an application completed on 10/30/24 in the amount of $140.09. TruGreen has credited this amount as well. The account is canceled and has been placed on TruGreen's internal Do Not Contact portal. TruGreen has also escalated this matter over for training and coaching purposes. It is never TruGreen's intent to expect any customer to pay for an unauthorized service. TruGreen considers this matter resolved.

  Customer response

  01/17/2025

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

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

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

  ******, CT 06468

  
  

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TruGreen #**** was hired to maintenance our lawn. We noticed that our grass was dying in the areas they were treating. We spoke to a technician at our home and he said they would rectify the situation and plant grass the following season. They never planted grass seed or rectified it and continued to treat our grass inspite of it being dead and even though I had cancelled. I called TruGreen and spoke to a *** disputing my last bill because I had cancelled service and they also did not correct the damage to my grass. . She said she would have a tech come out to my home to assess the damage however no one ever came out. They continued to harass me by phone about my bill and again I told them they actually owed me money for the damage they caused my lawn. Even after I asked them to discontinue service, they continued to send out a tech. They have since since sent my $158 bill to collections and Id like them to remove my bill from collections because I not only discontinued service but they killed my lawn. Below are photos of my dying lawn.

  

  Business response

  01/21/2025

  TruGreen spoke with Ms. ********** on Wednesday, 1/15/25, and sent the information to the local management team. The local manager, ****, was able to connect with Mrs. ********** today, 1/21/25. Mrs. ********** and **** agreed that **** will come out to evaluate the lawn in the spring once the snow is gone to come up with a plan to restore the lawn. **** also provided Mrs. ********** with his direct contact information. TruGreen ************** has committed to staying in contact with and keeping her case open on our end until this has been fully resolved. TruGreen considers this matter closed with the BBB and will work with the customer to ensure the plan to restore the lawn is executed. 

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi BBB,I contracted with Trugreen since March 2024. The service total costs $1959.92 for Seeding, lawn care, trees care and mosquito control. However, the seeding part ($653.40 in the contract) does not do anything to the lawn. Please see the screenshot. There are no seeds on/in the ground, I also seeded a small potion myself, they grown. (I watered them all regularly).Requesting refund/or full store credit for $653.40 Thanks,*****

  

  Business response

  01/21/2025

  TruGreen contacted *** *** on 1/15/25. *** *** alleges that he did not get the expected results from the aeration and overseeding completed on 8/20/24. *** *** advised that although he did not get the expected results from this service only, he would like to continue our partnership for his lawn care needs by removing the annual aeration and overseeding. We have excluded this service from his plan as requested. *** *** also has requested that we continue the trees and shrubs service along with the mosquito treatments. Although TruGreen does not guarantee seed germination due to various factors that effects this process, as a good faith gesture, we have agreed to refund the $653.40 that *** *** prepaid on 3/25/24.  TruGreen did advise *** to allow 5-7 business days for this credit to be reflected back to his original method of payment. TruGreen considers this matter resolved. 

       

  

  Business response

  01/21/2025

  Date Sent: 1/21/2025 3:44:23 PM
  

  TruGreen contacted *** *** on 1/15/25. *** *** alleges that he did not get the expected results from the aeration and overseeding completed on 8/20/24. *** *** advised that although he did not get the expected results from this service only, he would like to continue our partnership for his lawn care needs by removing the annual aeration and overseeding. We have excluded this service from his plan as requested. *** *** also has requested that we continue the trees and shrubs service along with the mosquito treatments. Although TruGreen does not guarantee seed germination due to various factors that effects this process, as a good faith gesture, we have agreed to refund the $653.40 that *** *** prepaid on 3/25/24.  TruGreen did advise *** to allow 5-7 business days for this credit to be reflected back to his original method of payment. TruGreen considers this matter resolved. 

       

• Initial Complaint

  01/13/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with TruGreen for a year long subscription totaling $1200, which was collected in monthly payments. This started Sept/October 2023. At the end of my 12 month contract (Sept/Oct 2024), TruGreen sent me a bill for additional charges for additional lawn applications, that I did not agree to, we not apart of my contract, nor was I aware of them. I was not left with invoices, communication or notice that these were additional applications outside of what was contracted. When I contacted TruGreen they told me the applications were completed and I am liable for the charges, even though I did not authorize them. The additional charges totaled $468.60, on top of the $1200 I already paid. I have seen multiple reviews where customers are stating the same type of issue (agreed to a certain number of applications, then TruGreen applies additional applications and claims customer is expected to pay for them, even though they were unaware/unauthorized). TruGreen has now sent me to collections for $468.60 even after it was resolved through my credit card company.I would like this collection to be resolved

  

  Business response

  01/16/2025

  TruGreen spoke with Mr. ****** on 1/15/25. Mr. ****** states that he did not authorize any services past the initial agreed upon program. TruGreen apologizes for any confusion or miscommunication surrounding the continuous service policy. TruGreen has agreed to waive the balance of $468.80, and the account reflects a zero balance at this time. ********** will be notified of this resolution as well. TruGreen considers this matter resolved. 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  True green unauthorized my payment and took out 385 out my account without my knowledge

  Customer response

  01/10/2025

  The complaint is with true green lawn care. Do I need to resubmit for the correct business. 

  

  Business response

  01/13/2025

  Thank you for contacting TruGreen. We called and left a voicemail for Mrs. ******* as well as sent her an email on 1/13/25. We apologized about the billing concerns she outlined. We advised that in September 2024 our accounting team identified some transactions that did not process successfully. All these accounts show that the payment processed in our system however the system did not process a payment at all or only transmitted a request to the bank or credit card for $0.00(the preauthorization amount). The system failed to process the payment that the customers intended to pay. On 12/27/24 our marketing team sent email communication letting these customers know about the issue and that we would process the payment. Our records indicate that a payment was processed online using our website on 9/14/24. The customer processed a payment in the amount of $385.32 using a different credit card than what we have on file. We encouraged Mrs. ******* to confirm whether TruGreen received the funds from the online transaction submitted on 9/14/24. It is never TruGreen's intent to process any unauthorized payment. TruGreen considers this matter as resolved.   

  

  Business response

  01/14/2025

  On 1/13/25 TruGreen reached out to our Accounts Receivable team to confirm whether the payment posted online by Ms. ******* on 9/14/24 was received in August as alleged by Ms. ****** and perhaps mistakenly applied to another account. Our records reflect that we received the payment on 9/14/24 via online and applied to Ms. ********* account accordingly. On 9/14/24 the account was paid online with a credit card that TruGreen did not have on file. We have attached a copy of the sample letter that was emailed to all the customers who was impacted by the September file transmission issues. TruGreen considers this matter closed.   

  

  Business response

  01/14/2025

  Our apologies for not including as to why TruGreen did not process the payment on 12/27/24 as outlined in the email communication. Unfortunately, due to bank holiday and limited staff, TruGreen did not submit this payment until 1/9/25. 

*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. ↩