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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I pre paid for 1 year lawn service from TruGreen and was told that would run July 23 to July 24. On May 14th I cancelled my service because we were not happy with the weeds and the man doing our service as he would say things in his report that he did not do. I know this because I was home for months due to a major surgery. In May I was charged for a lawn service! I called the company and the lady I talked to refunded me as she seen I had paid for a year upfront. I told her I did not want any further services from them and to cancel my service. A few days later I received a call and they asked me if a manager could stop by my home to talk with me. I accepted but a service truck showed up to spray my lawn! Later in June they tried charging me again, this time I called my bank and reported it which in turn my bank issued me a new card and refused payment. I also called TruGreen again about this issue and they said I never cancelled. I did and I am again for the second time. I have talked to that company at least a dozen times. I have cancelled and if they keep coming I am not going to pay!! Now they send me paper bills for $243.10 and constant calls!
Business response
07/19/2024
Thank you for reaching out to us. A member of our corporate care team spoke with the customer. We apologized for how they were treated by our customer service and accounts receivable teams. We reviewed some of the previous calls she had with us, as well as the notes in the system. We apologized the service continued, and have credited the balance on the account since the services were unauthorized.Customer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************************210 *********************************, FL 32953Initial Complaint
07/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
TruGreen services my aunt and uncles home in ******, **. They pay several hundred dollars per year according to their checkbook. They have passed away, one in January 2024 and the other July 2024. I have tried calling their toll free number as directed from ****** searches all day and I always get the same recordings and wait and wait, once a lady greeted me and once I said why I was calling - CLICK. I called back several times, waited in que only to NEVER get anywhere...ultimately hanging up and trying again. I don't have their account information which is irrelevant right now, I just need to talk to a person to tell me what I need to know and what I need to do about their service contract.Customer response
07/17/2024
I received an email from ************* at ********************** apologizing for my frustration and providing me with their number. I called back and the rep was able to answer all of my questions and got me squared away. I am satisfied. I did suggest someone check into or test their contact information provided by ****** search as this is where I got frustrated, yesterday.
Thank you,
********************************************
Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
07/15/2024 I am very concerned about my service. Yesterday they came to do my lawn and the invoice stated that they used 3.4 gal and treated 3400sqft. I was home. This did not occur. The technician sprayed two places in a straight line using the backpack device. He sprayed only the grass directly in front of the bushes and a line in the very back of my yard. The whole thing took less than 5 minutes. Then he returned to his truck and sat for another 10 min. I'm not sure what I paid for but I know it was not that. I've been wondering why the weeds and crab grass have not lessened. Normally I am not home, so my guess is that this has occurred every time. I would like a refund of my contract or something to correct this action. Thank you.Customer response
07/16/2024
Looking through my invoices I was home on June 11th all day. It says he treated my lawn and did grub control. That never happened either. It states he knocked on the door. That is false. Those services were not provided. The other dates I was not at home and cannot speak to them. I teach so Im home in the summer. I would like a refund or those services redone with a different technician. I do not believe that technician has ever done anything to my lawn. The pest control technician did his job on 7/10. It was a different person than the lawn treatment. And he came to the door and spoke to us. I have no problem paying for the pest control but do have and issue with paying for the try complete lawn service. I request a refund of that entire amount.
I did not notify anyone at the time. As I thought it was an error at the time. But now that I know that the technician says he completes work that he clearly did not I realize it is not an error. I did receive a notification that he arrived and notification with the invoice while sitting on my back deck reading. No one ever came into my yard. I would have noticed. Like I said I figured it was just a system error. Now that I saw the technician spending most of the time in his vehicle I would imagine thats what he did on the 11th. Perhaps a manager would like to come and inspect my lawn to see if it has ever been treated. It is quite obvious that it has not.Business response
07/19/2024
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the active customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused,confirming the service manager ***************** contacted the customer by phone,confirming a reservice was completed on 07/19/24, confirming the aeration &overseeding has been scheduled for 07/26/24, confirming a refund of $145.01 will be returned to the credit card on file within the next 3-7 business days,Customer response
07/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***************************2110 ***** DrWyomissing, PA 19610Initial Complaint
07/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I started with this business to help with mosquito control and then cancelled out of concern for bees being affected. Then I was called numerous times to resell the program assuring me that there is no damage to bees so I decided to go ahead and try the service. Then I kept getting calls to try the lawn care and shrub care. I had no idea I was being called by a call center in the *********. The ***** lawn service was done while I was NOT at home I had requested service while I was home. I requested that I be notified BEFORE they schedule so I would be home. I get a text message that you can't reply to. Called the numbers given and they all go to an out of country call center. I set up a date to have them come and they come other than the date scheduled. I have NOT been able to talk to anyone in the *************** All the phone numbers go to the call center. I want to discuss the services but can't talk to anyone in their office. The communication is non-existent except through their call center service. I will try again to get contact with the business listed at ******************************************************* ************ and another number ************** ALL go directly to the call center in the *********. So frustrating! I want the Better Business Bureau to be aware of this kind of business that isolates itself from being contacted directly by the customer. Thank you.Business response
07/15/2024
Thank you for reaching out to us. ********* care contacted the customer and discussed their concerns. We apologized for how things were handled. We explained our customer service team has been centralized for several years. We let the customer know our customer service team can handle *** of her concerns, and if they cannot they do have the ability to send a message to local office to call her back. I explained we have customer service centers through out the country, and there is a segment that is located outside of the **. We discussed the scheduling of her service, and I told her she should be able to reschedule using the website or the app. I let her know as long as the service has not been completed, she can also call customer service and they can help reschedule an application. She said she was not aware of this. We also discussed her mosquito/pest control program and the areas the technicians treat. She was satisfied at the time of our conversation, and I gave her corporate's number to call if she has any other questions.Customer response
07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*************************673 Walnut******, KS 66861Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed up for mosquito treatment this year which includes 6 treatments from April to September. TruGreen came out in April and May, but skipped June for some unknown reason. I called three times to see when they were coming out to spray and all 3 times I was told the same thing; they will escalate this to the supervisor and schedule me immediately. Well, I would get scheduled, which I can see on my TruGreen app, but then the scheduled time goes away and states nothing is scheduled. I called today and told the phone rep that this is unacceptable. He stated that he did not know why I kept getting canceled and once again would escalate this higher. I told him if they do not come out and spray tomorrow July 12, I would call on Monday to cancel their services and hire another company to spray for mosquitoes. After 3 complaints, I still havent received any call from a supervisor or manager to show any concern or interest in retaining my business. In the meantime, I have a major yard project and have several mosquito bites on my body, which wouldnt have occurred if TruGreen honored their commitment.Business response
07/15/2024
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the active customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused,confirming the mosquito application has been completed, confirming moving forward the applications will be scheduled accordinglyCustomer response
07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
**********************************************, IL 62656Initial Complaint
07/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Subject: Request for Resolution and Refund of ******************** Contract.I am writing to address an issue with my prepaid lawn service contract and seek an immediate resolution.On October 13th, I paid $767.62 upfront for a full year of lawn service to benefit from the discount. Despite this prepayment, on June 18th, my credit card was charged an additional $84.44. Upon discovering this charge, I contacted your customer service department to inquire about the discrepancy.During my interactions with three representatives, I received inconsistent information:1. The first representative informed me that I had only paid for ten visits, and my account balance was zero.2. The second representative disconnected the call without resolution.3. The third representative, whom I spoke with on June 18th, confirmed that the $84.44 charge was a mistake and assured me it would be refunded. Additionally, I requested the cancellation of my contract and a refund of the remaining balance. She confirmed that I would receive a refund of $253 and that our conversation was being recorded for reference. She stated the refund would take 2-3 weeks to process.Yesterday, I followed up with customer service and was told that no money would be refunded. My request to speak to a supervisor was denied. I then contacted the customer care center, where the representative escalated my issue to a supervisor. Unfortunately, I missed the supervisor's call and, upon calling back, was unable to be directly transferred. Instead, I received an email stating that my account balance was zero.Given the above circumstances, I am seeking the following actions:1. Refund of the remaining balance of $253, as confirmed by your representative on June 18th.2. Review of the initial phone call recording when I purchased the contract to confirm the terms discussed and agreed upon.I appreciate your prompt attention to this matter.Thank you ********************* Phone: ************ Account: **********Business response
07/15/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. The customer was refunded $84.55 and was promised a total of $253.60. An additional refund of $169.60 has been issued.This brings their total refund to $253.60. The customer can expect to receive their refund in 5 to 7 business days.Customer response
07/15/2024
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 33765Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I lived at a property in ***********, ** from October of 2019 until June of 2022. During this time I employed TruGreen to perform fertilizing services at the property. In May of 2022, I cancelled the services to the property as we sold the property and were moving out of state. TruGreen confirmed the services were cancelled. Within 2 months, I started receiving notices that service was being performed at the property I no longer owned and was being billed for the services. I called the TruGreen office to dispute the charges and to find out why the account was never cancelled. The office refunded the money and assured me the account has been cancelled. This has now continued from August of 2022 though today July of 2024. I have multiple emails from TruGreen confirming the account has been cancelled however every month I continue to get notified that service is continuing to be performed and I am continuing to be billed. Contrary to their correspondence confirming the account has been closed, they have not or will not cancel the account, and fraudulently continue to perform uncontracted services at a property I no longer own and continue to bill me. While TruGreen does credit the account, every month I need to call the customer service to have this happen.Business response
07/12/2024
Thank you for reaching out to us. A member of the corporate care team spoke with the customer. We apologized for the frustration this has caused. A credit has been entered for the balance of $52.95. When looking at the account, it does appear to be in a cancel status, but corporate care identified an error in the system that is continuing to allow service to be scheduled. ********* care let the customer know we will work with our IT team to get this fixed, and will follow up with them once it is completed.Customer response
07/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***********************, MI 48382Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called 7-4-2024 to inquire about treatment for.lawn,. I was.called.so.many times that, I decided ,I.did not.want the service . I spoke to.two different people and the telemarking has not.stopped. A person came to my home,and I refused.to.open my door. I dod.not.want this ***** service. I.live in ***,********.Business response
07/10/2024
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the non-customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused,confirming their information has been forwarded to our sales management team to remove from any upcoming sales material, confirming they have been added to our DO NOT CONTACT queueInitial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was overcharged after cancelling with them 3 TIMES. Starting in May. I have confirmation in writing of cancellation. They told me someone called yesterday???? And the charge came through today. How convenient. No one called. Not my husband or I. After I started asking questions about that, I was hung up on. She said she was processing the refund and then told me well it will stay as a credit on your account. I dont want their services. What credit do I need? We got charged for unused services. I just want my money back. This company is frauding me, and others. She was writing the email of cancelation and refund as we spoke, told me about it being a credit and that someone called yesterday, (neither of us called), then we got disconnected. I am calling back now. For the 6th time.Business response
07/10/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care reached out to the customer and explained to the customer the monthly billing process.
After review of the customer's account, they agreed to be on a monthly payment plan. This plan consists of your payment being $203.07 every month on the 15th. You had the lawn service which was $157.99 per application, and you received a total of 8. The perimeter pest at $135.26 for a total of 4 applications received and **************** priced at $162.32 per application for a total of 4 applications. All three services for a month would be a total of $455.57 for the months that all three applications were applied. The monthly payment plan of which you agreed to pay only $203.07 there were always a balance left to be paid. If the customer cancelled the service, the balance would still be applied and owed. The manager has agreed to refund the customer the amount charged on July 8th in the amount of $254.29. It will take 5 to 7 days to process.Initial Complaint
07/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Already prepaid for service. They continue to bill me.Business response
07/08/2024
RESPONSE:
Thank you for your feedback.
TRUGREEN appreciates the time taken to provide us with your concerns.
In review of the inactive customers complaint, corporate care contacted the customer directly apologizing for the inconvenience caused, confirming the account has been cancelled/closed, confirming the prepay balance for the lawn will be used to cover the tree & shrub past due amount of $186.94, there will be a past due balance left of $12.12 that will be waived and the ending balance will be $0,
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Get a QuoteCustomer Complaints Summary
2,546 total complaints in the last 3 years.
512 complaints closed in the last 12 months.