ComplaintsforTruGreen

Lawn Maintenance

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Initial Complaint
11/06/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
TRUGREEN ************************************************** service I paid for and they never completed it. They were suppose to put down fertilizer and never did. This invoice shows they did not do the service but yet charged me for the service.This account is under *** *****.
Business response
11/07/2024
Thank you for reaching out to us. A member of the corporate care team spoke with this customer. We apologized for how he was treated when he called in to customer service to complain about the application that was not completed. ************** let the customer know we would refund the application in question. It can take 5-7 business days for the refund to process. ************** will follow up with the customer to make sure the refund is received.
Customer response
11/07/2024

Better Business Bureau:

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

Sincerely,

******* *****
****************
Center Point, IA 52213
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In March 2024, I contacted TruGreen to help improve my parent's lawn. I purchased lawn, ************* pest, and mosquito treatments for a total of $2,416.26, which included a discount for prepayment. I don't recall ever seeing a contract and I could not find one in my emails. The salesman stated that there was a satisfaction guarantee and that services could be cancelled at any time for a refund of the amount for any unapplied treatments. During the entire treatment period, the only improvement in my parents' lawn (including pests/mosquitos/trees/shrubs) was elimination of some weeds akin to when I applied a bag of ******* *********** to my former lawn in another state. In June, I informed TruGreen of my disappointment with their services and asked for a refund. They said they would resend technicians and do extra treatments to ensure my satisfaction. In August, I asked for a refund. TruGreen gave a partial refund claiming that, rather than prorating the treatment costs, a refund situation allowed them to charge substantially more for each completed treatment. From my perspective, the minor improvement in the lawn would seem to fall under the guarantee and I should be entitled to a full refund. Otherwise, having completed 5 of 12 treatments would seem to entitle them to about $1,000 of the fee. This would mean a total of about $1,400 should be refunded, which is more than $500 more than the amount they did already refund. Given that I couldn't find a contract and, even after disputing the refund amount, TruGreen did not provide a copy of a contract, it seems to me that TruGreen still owes me roughly either $500 or $1,500.
Business response
11/13/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. A refund has been issued in the amount of $498.50. The customer has confirmed that he has received his refund, and he is satisfied. We consider this matter resolved.
Customer response
11/13/2024

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 33782
Initial Complaint
11/04/2024
Complaint Type:
Billing Issues
Status:
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.
I contracted with TruGreen for one year of prepaid services for yard and tree and shrubs. They took my money upfront, then started to charge me for service in addition to the pre-pay amounts. They charged my credit card, unathorized charges. The service was poor, my yard went downhill quickly, shrubs died and the lawn had many weeds and insect issues. I cancelled the service, it took multiple requests and asked for 75% of my money returned as I canceled and only hasd service for three months. (3/12= 75%). I did not ask for them to pay for new sod or plants. I offered to share text messages with the sales person, they didn't want them, I asked for unathorized charges to be returned to me. I challenged charges with **** because they were nonresponsive to my requests. Their customer service people are protected, dont give out names or locations and will not escalate to a supervisor. In short, it is an exercise in wasting time to call them. After finally, ( I thought) clearing all items with **** and TruGreen, they sent me a bill for $207, that has a memo for ************** services dated Oct 28, 2024. When I called their customer center, they only wanted to say I owe them money. No services have been performed since August. My attempt to speak with anyone other than the phone **** is not honored. The local office does not answer their ******** experience has been 1. Unethical and untrue statements from the sales **** 2. Total lack of responsiveness from the customer service center, 3. No contract information provided, when they took my funds initially 4. They kept my credit card number and made unauthorized charges. 5. When I got credit card company involved they worked with me to settle things and get the dispute closed, 6. After closing dispute they reemerged and are sending bills for services not performed, for an account that is closed. I would like to avoid taking legal action in the form of lawsuit or filing criminal charges for theft.
Business response
11/05/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has spoken with the customer and assured the customer that his account has been credited and cancelled at his request.
Initial Complaint
11/01/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Honor your own 100% satisfaction guarantee and refund my money for a terrible service. Your own representative admitted I must have been taken advantage of. See my attachment for all of details as it would not fit here. Do not call me to "discuss, " send me an email confirming you're either going to honor your guarantee and when I can expect my refund.
Business response
11/07/2024
Thank you for reaching out to us. A member of the corporate care team spoke with this customer. We apologized the sales representative told them we would provide them with a bag of seed at no additional charge, and that their price would always be the same. We let the customer know we do not generally provide a bag of seed for those customers who do not receive this service. Since this was promised by the sales representative, we agreed to honor it for this year only. The customer understands this is not something we will provide every year. We also explained to the customer why we have periodic price increases (due to the cost of business going up) and he understood. The bag of seed has already been dropped off by the branch, and the customer has reinstated service with us.
Customer response
11/11/2024

Better Business Bureau:

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

Sincerely,

******** Arena
*****************
*******, ** 11763
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had TruGreen lawn service for over a year. I cancelled my service at some point after July 12, 2024, because I had been dissatisfied for several months. My grass was brown, and my lawn was bare in spots. They continued to charge me and have harassed me about my "late payment". Their commitment was to provide me with a healthy, green lawn and they didn't hold up their end of the bargain. They also added a tree and shrub service when I didn't even have shrubs. I cancelled that service, and they continued to charge me on that one as well. We eventually got that resolved, but there is definitely a pattern of miscommunication with them. Cancel means cancel. They shouldn't advertise that you can cancel service any time if it is so difficult to actually cancel service. My whole experience with them was not good, and I'm sure if you listen to the recordings of our conversations, you will hear the frustration in my voice. I would have to look back at records to know the total amount that I spent on their service, but the dispute is over the unauthorized charges for service after July 12th.
Business response
11/05/2024
On behalf of TruGreen we apologize for any inconvenience this may have caused the customer. Corporate care has tried contacting the customer via email and phone with no response. The customer's account has been credited for the charges received. Their account balance is zero.
Initial Complaint
10/29/2024
Complaint Type:
Billing Issues
Status:
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.
Business has been paid to provide lawn services as promised. No service has yet been performed despite payment 3 months ago.
Business response
10/31/2024
RESPONSE:
Thank you for your feedback:
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 a refund in the amount of $124.94 will be returned to the credit card on file within the next 3-7 business days
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I signed up for lawn services in September 2024 with the intention of starting spring of 2025. All my interactions were by phone and no one showed up to my house either announced or unannounced and this is confirmed because I have cameras. It is now October 29, 2024 and within the month and a half since I signed up for spring services, I have received two calls from True Green indicating that a *** observed insect damage to my trees and shrubs that were now diseased and were recommended for treatment. No one has been to my property therefore there is no way for them to tell what services especially those specific services are needed. Those employees must be working on commission and are most likely cold calling a number of customers and lying to them to get additional services approved, very untrustworthy and immoral practices. I beaded the wrap into stating the technician was on my property and observed the damage on my trees. I then confronted him and told him that nobody has ever been on my property and his tone switched quickly, and then he tried to tell me that he meant to say my neighbors have the diseases therefore I most likely have them.
Business response
11/01/2024
Thank you for reaching out to us. A member of the corporate care team spoke with the customer. We apologized for the *************************** they had with our sales team. The customer's account has been canceled as requested. The general manager of the local servicing office also spoke with the customer and apologized for what happened. ************** let the customer know we were able to identify the representative he spoke with based off the information he provided and a conversation will be had with the representative regarding his behavior on the phone.
Initial Complaint
10/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
Starting from 2/21/24 till 10/28/24 I decided against my better judgment to use Trugreen once again. the first time I left their program this location was charging me without sending anyone to my house to do the work I paid them to do. I have spent roughly 400 dollars starting from spring till now for weed control and not only does it not work as they advertised but I don't think they even use the amount they claim to be. Today I received a collection notice because they were unable to charge my account after every monthly service. No calls, no texts, and no mail was sent to me for notification about past due payments. Instead they send me a collections and put a stain on my flawless credit report. Trugreens is a sham and absolutely horrid company that cares not for your lawn but only how much money they can steal from you. They will not gurantee service nor will they refund you for anything. Stay away from Trugreens. My lawn still look like c*** and the only reason it looks semi okay is because of my own efforts and not the business Im paying to fix it.
Business response
11/01/2024
RESPONSE:
Thank you for your feedback:
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 amount of $179.26 has been waived leaving the account balance at $0, confirming their credit rating will not be impacted in anyway,
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Trugreen put the wrong chemical on my grass in september. I was told by the supervisor it was for bahia grass and I have st. ********* grass and he said that is why my grass is dead. I have pictures and videos I took of my grass in october and most of my grass is dead. I have pictures in september I took for another reason and my grass was green and healthy. The supervisor ********* ************ told me he was going to place 200 grass plugs because sod is too expensive. That amount would not even cover a quarter of the damage that was caused by trugreen. He was at my house 10/11/24. I have not heard back from him and the invoice in my account states that he recommends I place sand or mulch in those areas which would include most of my grass area. I don't think I need to spend more money on something that wasn't my fault. My property sq ft that was treated was ******. My account was also inactive and I had to go through several people to unlock my account. I can supply pictures and videos upon request. Thank you
Business response
11/06/2024
Thank you for reaching out to us. A member of the corporate care team coordinated a property visit from the local management team. They agreed to install an additional 80 plugs in the lawn to help it recover, as well credit the balance on the account of $102.95. ************** received confirmation from the branch the plugs were installed earlier today, and they spoke with the customer while on the property.
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I secured TruGreen's services to fertilize my front lawn and kill crabgrass. They came out in July, and I was unhappy with the results. I complained. They came out for free in August and sprayed again and within days the entire front yard was destroyed. I complained. They offered to come to inject seed into the ground. I refused to pay for any of services. About a month later I got another call saying their general manager wanted to inspect the lawn and would call to schedule an appointment when I was home. I never heard back from them. Now my lawn is the laughingstock of the street.
Business response
11/06/2024
Corporate Care coordinated a property visit with the local management team. The service manager evaluated the property, and discussed the condition of the lawn at the start of the service with the customer. We agreed to do a lawn renovation for this customer in the spring. It is too late in the season for us to do anything at this time. Corporate care will follow up with the customer and the branch in the spring to make sure the renovations are completed.

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