TruGreen
Reviews and Complaints

First the nonprofessional lawncare expert lied. He was doing aeration on the yard. My husband opened the back gate, told my husband that he could not get the machine thru the gate and he would return with a smaller one and finish the job - Lied he never came back. I called and rescheduled, meaning he meant to leave it as such. I called customer service and had the remainder of the job on 9/7 between 1-4. On 9-7 around at 3:48 pm I received a text stating gate locked. Yes it is locked, I was waiting for him to come to unlock the gate. He did not ring the doorbell. I have a ring security system and HE DID NOT COME. I called customer service asked to reschedule it or have the tech come out on 9/7, told by a rep, sorry to late. Was scheduled for today without offering me a time frame, it got booked for today from 1-6. I had travel plans today and asked that the time to be moved up to 8 am. Was told that they notified the manager. This morning no change, called customer service and they have been reaching out to this non manager since 8am this morning. I cancelled my travel plans to get this done today because I will be gone for a while. The tech lied and continue to lie and inconvenience me. I guess they don't care, they took the 331.00 immediately for a third of the job done, now I have to wait, so unfair and unprofessional for a company that so-call pride themselves on customer service. The service I am getting sucks, no consideration for my time, only their time, paid for a service not fully done and I cannot speak to the manager because he is avoiding me like the plague. He will not call me to try to make this right? Who is going to compensate me for my inconvenience knowing I had plan to travel today? Nobody they don't care, and especially this manager that allows a lazy tech to lie to a customer. Is this how you do business? If it is-I will be seeking out a reputable lawn care company, that cares about the customers, not give them the runaround

This company practices deceptive and fraudulent business methods. No better than thieves. They will provide services you have not requested or authorized and then charge you exorbitant amounts. Never give this company any of your account information. They will use it to charge you for services you have not requested or authorized. Also, the services I did request have made zero improvement to my lawn. Don’t waste your money and, whatever you do, DO NOT give them account information! They will steal from you!

I have been trying to get in contact with a local Manager for over a week and a half over their service not killing weeds in my yard. This is the worst customer service I have ever experienced. You call the local office and they don't know who the Manager is. Corporate does not list any phone numbers and when you ask the Customer Service Department for their number, they can't give it to you. They open a case with all your details, then send that to the Local Office, and they say it will go to corporate after that. Yea, right. Customer Service folks are extremely nice and helpful, but Corporate and Management have shielded themselves from unhappy customers so much that you can't talk to anyone but the Customer Service Agents. I will not be renewing my contract with a company that refuses to listen to or talk to their customers. No wonder TruGreen doesn't list any Corporate phone numbers.

Service is fine. Website technical support will not solve login issue. I have been a customer for several years at different locations. At one location a cancelled monthly service, then restarted it later on an annual contract. Now I have 2 account numbers and can only log in to old account. I was told the only way I could get to the current account was to use a different email address. That didn't work either. I would think that this could be an easy fix with Truegreen IT folks, but apparently not.

September 2021 I contacted Trugreen for their services I paid for 12 treatments in full with my credit card. They said that they could get my yard back in shape with the 12 treatments. It is now almost September 1 and my yard is dead I have crabgrass and creeping Charlie. They said that they could get rid of all of this and my yard looks worse now than what they started. I paid a lot of money and now my whole yard needs to be Rototiller and started over. I have more crabgrass than I do grass. I would appreciate a full refund of my money.

Have had service for a few years not that great but stayed with the company. My mistake! Had all old grass removed and replaced with KY Blue grass SOD.

Starting on May 16th, 2022, you came out to fertilize grass, pouring rain with a spreader with gradual fertilizer. Dropped clumps on half my back yard burnt holes all over the grass. Called everyone from Corporate on down to guy on truck and no response from anyone. Calls go unanswered emails don't work. I see from the reviews my grass looks just like everyone else.

Had family visit from Florida this week and they could see how you suck at lawn care, but the thing was they also had Trugreen and just got rid of your service. Then family from TN got here and they also just got rid of your service, so that tells me you are on the way down. Today was my last call to customer service. Now my attention will be letting all on social medias how bad your service is and no customer service after the fact and how sorry they will be because they will destroy your lawn and ending up costing you time money, and headaches. I would like all my perpaid money back but really wanted a beautiful lawn. You couldn't deliver. Should change your name to KILLERGREEN

I've had TruGreen lawn service for the last two years. Starting in March of this year I started noticing weeds and tunnels in my yard that I hadn't seen before I called and asked if they could come out and get rid of them for me they came out and applied chemicals to my yard that created large brown spots in my yard literally killing my grass in the front and the back. I have tried to get this problem since early March with no success. I have tried on numerous occasions to get a hold of a manager 5 times in past few months and have been given the run around "we'll take care of it" and still nothing has happened. They sent a technician out on 7/18/22 to look at my yard to see what the problem was and was told he would forward his findings to his manager. the manager called me on 7/25/22 and informed me that she would have the technician's supervisor call me within 24 hours to discuss how we could fix this problem. On 8/1/22 I called TruGreen and informed them that I had still not been contacted by anyone about my problem. I was told again that i would be contacted by a technician supervisor. I still haven't heard anything from them, and my yard still has big brown spots and all kind of weeds. They advertise that YOUR SATISFACTION IS GUARANTEED. Yet after two years of service with this company my yard looks worse now than when they first started. I have the pictures to prove it before and now. I would like to get this problem fixed as soon as possible, but all I seem to get from them lip service. I have more pictures if needed.

Paid in advance for weed-control services which were never performed. Repeated calls to the office bore no fruit -- and it was a real headache getting through to an actual person. We were constantly told that we'd be put on the schedule eventually. Then we were told it will be "next week". Then again "next week". Then we were told that we had not filled out a necessary form, despite the fact that when I paid with an automated service online there was no mention of any form. They emailed us a link to said form and yet there was no form to open. When we called again, we were told, "Oh, you have already signed that form. It's ok. Somebody will be out there next week." Still no sign of anybody. But two blank forms - in two separate envelopes arrived in the mail. We called again to explain that we've already signed the form and paid. We were told somebody will be out next week and they'll call us before they come. Still nobody showed up. Called yesterday and cancelled service, but no refund has appeared on our cc yet. Amazing how quickly they can take the payment though. I think that's the only part of this business that works. Such a a shame that they bought out the local company we used before. Tried to "chat" with their live online system and got nowhere. Bad organization and zero service. Will never recommend.

I cancelled my service with TruGreen because they never showed up for the first application. After I cancelled, they kept scheduling someone to come to our house. Each time they did that I called to remind them I had cancelled and did not want anyone from their company coming to my house. Today, July 9, 2022 a person from TruGreen showed up at my house and started aerating my new sod. I never requested this service and I was not even notified ! The guy just showed up! He never even knocked to see if we were home--just started digging up our yard! The only reason I knew he was out there was because I heard the sound of the equipment. Thank God I was home! They trespassed on my property and was about to ruin our lawn which cost us a lot of money. I DO NOT want anyone from TruGreen to come to my property again for anything and I want to be cancelled completely out of their system forever!

I had a very nice lawn and because of me being busy this year i opted to have someone else maintain it for me. I hired Tur Green and now I don have any grass.

I had prepaid Tru Green for the entire year. They started late with the first application and a day later my grass was dead. I take a lot of pride in my grass. I called to ask them to come out and they did a couple weeks later and threw seed down. I kept it watered but it didn't come back. I called several times to ask them to sod the burned patches and they promised it would be done by a certain date. It wasn't done. I called and called and each time they said a manager would call me back in 24-48 hours. NO CALL!. I then cancelled my service and they refunded me a fraction of what I had paid. This is the worst company I have ever dealt with. I want my entire money back because my lawn is ruined and what did I pay for? If I am not reimbursed I will go to court for my money and also the repair of my lawn. I really don't expect to hear from you because this is you MO. As far as me putting the dates down I would hope that you have the records and you can figure it out. THE PICTURES JUST SHOW A FEW OF THE SPOTS

RE Shari

Customer Number [protected]

TruGreen Customer Support,

I am writing to voice my displeasure of the condition of my lawn. I am usually very proud of my lawn and landscape around my house. After Months of TruHealth Lawn Plan my lawn is a giant disappointment. The Lawn looks absolutely horrible/dead and is getting worse by the day. My lawn gets the water it needs due to my irrigation system. I am writing in order to get the necessary attention to my lawn that proves you are committed to the HealthLawn Guarantee.

Kind Regards

Shari

I switched lawn care companies this year and am not happy with Tru Greens performance, both the lawn care and customer service. My lawn has brown spots everywhere even though I water frequently, I have had trouble getting notified of the date and times of service, repeated failure to return calls, difficulty talking with someone who has authority to fix the problem and lastly being blown off by the local branch manager, glen.

My lawn looks worse than my neighbors who do not have professional lawn care service. What is interesting is , I decided to try tru green when I say a truck treating the neighbor that's adjacent to my home. Now her lawn looks exactly like mine, not very healthy looking with many brown areas.

The last treatment that was done included 2 treatments at the same time and something happened causing an animal to burrow and dig up large areas along the curbside of the lawn. My lawn has never looked this bad in the y in the 3 years i lived here. So regrettably the logical cause is Tru greens handling of my lawn.

Trugreen asked for money up front. I paid 808 bucks for a year service. Paid on June 24/2022. Sales person stated someone would be in touch with me soon. No one has called or emailed me since. I spoke to customer service, she could speak or understand English. I did catch that I have been scheduled for 7/15/2022. It seems they have my money but I have no communications with a local franchise. I used them in the past and never had a problem. The web site keeps apologizing for this because of covid. That is now a lame excuse especially when you are working out side with herbicides. At this point I know this will be a struggle because the cooperate officers don't care. America is now one big con.

Re: TruGreen [protected] N. Forsyth Rd., Orlando, FL 32807

In January 2022 I pre-paid $1000.62 through 31 December 2022 for 3 services — TruHealth Lawn Service, Quarterly Perimeter Pest, and Annual Fireant treatment.

To date I have chargeable invoices totalling $349.95 which has been debited from that prepayment.

TruHealth Lawn — $53.35 x3 — $160.05

Perimeter Pest — 94.95 x2 — $189.90

That leaves a balance of $650.67 in my account.

I have screenshots of my TruGreen account page showing this, as well as the original receipts showing what was chargeable and what was a free re-service. The screenshots are attached to this complaint.

There is a very long story of TruGreen's neglect, error, and failure to perform. I have been in contact with Customer Service to try to resolve this, but have been unsuccessful.

Because I can no longer expect TruGreen to perform as promised and paid for, I have been trying to cancel my account and get my remaining $650.67 prepay balance refunded to me to no avail.

=

Here's the whole story — What started out as great service turned into a nightmare.

I hired TruGreen in the summer of 2020, because my previous lawn service/pest control company allowed my lawn to turn into a weed apocalypse then gave me a hard time about it. So I got someone else. And for the remainder of 2020 and for the most part in 2021, TruGreen managed to rehabilitate my very sad lawn. They were responsive, came out to re-treat when asked. They were friendly and answered questions.

Life was good.

Well, except that unlike 2020, TruGreen did not use TopChoice for the yearly fireant service in July 2021. They used Advion then ignored my question as to why. Mistakes happen, I know, but ignoring the question, and then not making it right? Hm. That really should have been my first clue.

In the fall of 2021, my normally reliable single point of contact said they'd call me with a price for 2022 in mid December 2021. Mid December came and went... and my followup texts and voicemails to them went unanswered. TruGreen was MIA. The call center was perpetual holdfest, notes sent to Customer Service from the web portal were unanswered. This should have been my second hint to GET OUT.

When I finally managed to get someone to respond, I got several different prices, a promise of a call back... then more silence. I eventually just pre-paid for my 3 services via my online account because I figured they'd make it right. Silly me. Hope is just another word for denial...

Service didn't actually start until 1/17 and that was my first TruHealth lawn service for 2022. The second was on 3/8. My third TruHealth lawn service was on 4/11. [it's 5/27 as I write this...]

And aside from the free re-services for weeds (3/30, 4/18, and 5/9), and the re-treatment for fireants (that shouldn't have been necessary) (4/18 and 4/25) — they haven't been back.

My lawn, despite supplemental irrigation and a decent amount of rain, isn't growing. It is sickly and yellowish. The only thing that IS growing are the weeds.

I don't like phone calls because I prefer having a written record of interactions with vendors — it keeps things straight. And without a single point of contact this year, I use the online account portal or email to contact CS. And every time I'd send an email to Customer Service I'd eventually get 2 different responses — sometimes with conflicting or incorrect info. It's also important to note that their response time is at least 3-4 days IF at all. And God help you if you send more than one email. You may get multiple responses that will all contradict each other.

By last weekend I'd complained about weeds (AGAIN) and questioned why they hadn't been out to do the regular service since early April and... no response. The service manager, who gave me his contact info when he came out personally to take care of fireants on 4/25, was also non-responsive though he was copied on the email.

Several days ago was the point I decided I'd spent enough time trying to get them to perform as agreed. And I emailed that I wanted to cancel my account and have the remaining portion of my prepay ($650.67) returned to me. I got no response. So I texted the branch manager and... he told me to go through the call center. Wow.

So I called and managed to get to speak to someone who promised me a refund, but who didn't want to cancel my account before the refund. Oookay. She also said TruGreen would "make it right" first and get the techs out to take care of the fertilizer and the weeds and the fireants at no charge. Okay.

She even emailed me to tell me that the refund was "in process". Cool. Then I logged in to my account and saw that a TruHealth service was scheduled for 6/1. So I emailed her and asked about it. And about details of my refund. And haven't heard back since. I followed up. Silence.

This kind of runaround is probably what you can expect. When it comes right down to it — TruGreen doesn't give a damn about me, my lawn, or doing the right thing. And if they do it to me, they'll probably do it to you too.

On Wednesday, they were scheduled between 7-12 noon. I went early to lowes since I am repairing my fence in the backyard and returned around 9:30. The usual little sign out front was placed near the road. My Mother in law was in the house during this time. I left the house hoping to return before they got there and left our two dogs in the backyard.

There were no paperwork left on my porch that usually is there after an application. I called customer service wanted to know where my paperwork was and was told that the person completed my service and had left. Well, their job was not completed as they did not apply anything to the backyard since the dogs were there and that is acceptable with me. Maybe an hour later, I received an email from this person stating that the job was completed showing how much application was spray/applied to the lawn. Now that bothers me, since I am paying for a full application front and back and this person did not complete the back, but put in the paperwork that she had completed the job.

She did not contact my mother in law who had absolutely no idea the person was in our yard.

I called to complain on Wednesday Afternoon which was May 11, 2022 on a wednesday. They asked me when could I schedule for someone out and complete the job, I told them the next day, Thursday the 12th, since Friday 13th was a washout with 80% chance of rain. We ended the call by customer service stating that I was scheduled for Thursday the 12th. I waited almost the whole day and finally called Customer service who informed my they could not see anything scheduled for Thursday.

They again asked when would be a good day and I told them Monday the 16th since I have to sit around the house and wait for them to show up. Well, I have waited til almost 5 pm today, Monday, May 16th and finally got an email from truegreen stating that my scheduled visit was set for Tuesday the 17th. I did not set this up and I have been here all day waiting for someone from Trugreen to show up. I called customer service again and talked with someone that did not seen to care one way or another if this was taken care of and I finally told him that I wanted to talk with someone from customer service above him as in maybe his manager. He told me that he typed everything I told him and that he had "bumped" in up to the next level. He also told me that he canceled tomorrows appt May17th. He then told me that it could take up to 3 business days for someone to get back with me. I am really getting tired of this. We have been a loyal customer of Trugreen for over 2 years now and have not had any complaints. I told him that if I did not hear from someone today, I was going to cancel my service with Trugreen. This is just unacceptable in many ways but really in that if I had left this alone and took everything for granted with the work completion statement I would not have known they did not complete their work. That is very troublesome to me.

I requested service from TruGreen last year. It was a specific, time-limited service on my lawn to last for several months, but not past December 2021. Although I could not tell the difference after they supposedly worked on my lawn, I decided to keep the service through its agreed term. I made all the payments at the beginning of the agreement. When the year ended, I decided that I would work on my lawn by myself, so I did not bother to renew the service agreement with TruGreen, and no one contacted me from the company.

Then, a few months earlier this year, I began to receive calls from TruGreen "concerning your account". I was taken aback, as I was sure I had fully paid for the services I requested from the company. When the calls got persistent, I decided to contact TruGreen.

That was when I learned that the company continued their so-called lawn services AFTER the mutually agreed term ended.

I asked the company rep to send me the bill so I could know how much it was but made no promises to pay. At the same time, I made her understand that I did NOT request the service and would like it stopped forthwith.

Well, the calls have continued. I tried blocking the TruGreen's number, but the bot kept leaving me voice messages.

It is becoming a harassment now, and I need this matter resolved. ASAP.

I initially signed a contract for a year to have lawn sprayed. They would leave voicemails and would do their thing. Last week (4/21) the message stated they were going to do some bug thing, I immediately called and said NO . I didn't want any additional charges and did not require anything else. Today (4/25) I noticed a charge of $117.87 and was told that "I had used up the monies that I prepaid". I asked to cancel immediately and asked to speak to a supervisor. I was not allowed to speak to a supervisor.