Complaint I spoke to ***** in customer service on March 17, she said was out of the *********** location. I proceeded to explain the abnormal amount of weeds my lawn has after over a year of service with this company. I asked if someone could come out to our home to access my concerns and come up with a solution to resolve this issue. Then ***** proceeded to tell me since the service had been recently cancelled, there was nothing they could do. Then with some attitude, her only solution was to say that the only way to fix the issue would be to start using TruGreen again. I was not surprised that she brought that up. I explained after all this time, why would I use them again when they quaranteed they could improve our lawn and obviously did not. There were less issues before they started and respray, respray and respray cannot be the norm! I then asked ***** if I could speak to a supervisor. ***** kept me on hold and when she finally came back on the phone, she explained the two supervisors, ***** and *******, were still on the phone with other customers. That sure told me something! Probably more complaints! We feel we have not been dealing with a honest company and they certainly did not deliver the results/improvements we were promised! We feel like we were sold a bill of goods! I expected a much different outcome with customer service then I received from TruGreen to try and resolve my issues.
Desired Settlement TruGreen needs to come out and access the lawn and come up with a solution to resolve the problem. If they cannot manage that I would like a partial refund of the monies I paid to TruGreen. I am not interested in doing business with them in the future. I just want this matter resolved as quickly as possible.
Business Response The local office has spoken with *********** and agreed to issue a refund in the amount $44.57. The refund will be issued to the credit card. Depending upon the financial institution which issued the credit card, the refund should reflect on the account within 5 to 10 business days. TruGreen apologizes for any inconvenience or frustration.
Complaint Will not provide an explanation of balance. Offered to credit account to $0 balance and reneged Trugreen had attempted to charge a card that is not mine for my services. I had given them the correct credit card number on two separate occasions. And, I was indeed charged. Since August 2014 I have received collection calls and letters with a number of different balances being requested ranging from $55 to $268.
In January 2015 a manager for the ***************** location contacted me and offered to credit my account and bring it to a $0 balance if I would agree to sign a new service contract for 2015. I agreed and two weeks later received a collection notice for $258. When I called and asked why I was being sent I collections I was informed that they decided not to credit my account and that I'm responsible for the balance (which I have never even received an itemized bill for, despite repeated requests.)
Between the failure to protect my account information, the repeated request on my part for an itemized bill, and the false promises made by members of management, all I would like is my account credited and no further relationship with true green
Desired Settlement The credit than was promised by **** and *** from the *********** branch to bring the account to a $0 balance.
Business Response We will remove $258.00 to make this 0 balance.
Complaint Dispute charges for services not requested TruGreen had me sign a contract a year and half ago for a year long, yard service. The sales rep specially stated in was only a year long contract and it wouldnt renew. Trugreens service was terrible. My lawn looked worse while they were servicing my yard. I didnt know my contract was up and they automatically renewed. They put a note on my door that I owed $40. I called them and stated I didnt want their service any more. They came out again. Then sent me a bill for $80. I called again and told them I didnt want their service and I would not pay the $80. They stopped coming but they called me everyday for the $80 and I refused to pay. This went on for about 3 months. Today I got a call from a debt collector and I decided to take the time to file against them. I dont knee $80 messing up my credit but it is about the principle. I assume that somewhere in the fine print it stated the service would automatically renew but the sales rep told me it was for a year only.
Desired Settlement I want them stop contacting me and take care of the collection issue.
Business Response TruGreen will notify the outside collection company to cease all collection efforts regarding the balance $84.34. Please allow two to four weeks for all statements and letters to cease. TruGreen will not pursue payment of this balance. TruGreen apologizes for any frustration or inconvenience.
Complaint My lawn has died and I cannot get any help I started my contract this back in February of this year. My back lawn was sprayed while trying to grow new grass and it was killed. I had to replant my backyard at my expense which was no problem because it's not large in size and I had extra seed. I called and notified them and they said simply leave a note on the door. The second treatment show that the coverage area for the chemicals was less because they didn't do the back lawn but I had prepaid for the whole lawn for the season. I called again and nothing was acted upon to fix the difference in billing so I said what's a few dollars. The results of the second application were not as expected so I called for a return visit. My lawn was measured at **** square feet. The second visit only covered **** feet but the repeat of the second application only covered **** feet. I called to ask why the whole yard was not treated and their response was they let the guy go that handle my account and the new guy wasn't familiar with my lawn. Makes no sense to me so I ask to cancel and have a refund. They responded back to please give them another chance and for some reason I did. The forth visit was for the whole lawn totaling **** feet plus an additional *** feet for spotted areas. Lawn was looking great and thought we were on track. Fifth visit was a spot treatment of **** feet and not long after that application my lawn died. Probably around **** feet maybe more. I was not happy. By the time I called they came out for an unexpected sixth visit that was unannounced. Thought it was strange because they always call before coming like the previous day. They treated **** feet of lawn, guessing it was the dead spots. I gave up on them at that point. I called them to ask about planting seed and to finally cancel. I spoke to a man named ***** and he informed me that the last two visits shouldn't have been performed and explained my dead lawn and that I also cannot put seed out for 4 weeks from 9/9/2014. He said a local service manager would call me but as it seemed that trugreen owes me a lawn. He was very nice. So I get a voicemail shortly from ****** from the local branch that wanted to meet me on 9/15/2014 to look over it. He called the morning of and said he had no vehicle to get to my house so he would come Tuesday and call. I call ***** back as instructed because someone was to meet me Monday. He said he would straighten it out and call back within an hour. No returned call from either. I call back on Wednesday and was told I would get a call soon and they would take care of all this. No call. I finally get a call this morning from ****** saying he visited the property and would fix the problem areas. That is not satisfactory because I invested a lot last year to have a beautiful lawn. Over $700 spent on seed, fertilizer, and equipment to install a new lawn. I want it all to match. ******'s story was shaky so out of suspicion I check my entire security footage and see just how fast their employees go across a yard and that he never even came on Tuesday like he said. ****** said he had scheduled next week for seeding. First off, ***** said no seed for four weeks and second I would get a refund for the initial $****** plus tax that I spent in February. I told ****** that trugreen said they would handle it and he responded with "thank you mr *********" really rude and hung up. This brings me to here. I have all paperwork and security footage to show everything and ***** said I had six complaints logged in their system. I cannot trust them anymore and would simply like the $****** plus tax and an additional $*** to buy new seed for my lawn. If I cannot plant until mid October then I will loose the planting season and have to wait until spring with a horrible lawn all winter.
Desired Settlement I would like the initial $****** plus the tax back and an additional $*** for new seed and fertilizer to plant my yard later. I do not think it is unreasonable due to the fact I did not include labor to replant my perfect lawn that was ruined.
Business Response I met Mr. ********* on the lawn Monday 09/22/14. It is my opinion that the damage on the lawn was caused by armyworms which can cause alot of damage in a short period of time. I understand Mr. *********s frustrations on the way the lawn has taken a turn for the worse ,however it was not caused from anything we have applied to the lawn. Mr. said he talked with someone from Trugreen which they told him they would refund his money and i will honor what we have told him . I also told Mr. we would aerate and seed the lawn and honor our Guarantee which was set up for today. This is what we will honor.If he would like it done today i can still make sure this gets accomplished if the response is in time to get it done or we can reschedule this service. Our goal is to get the lawn back into the shape it was before the damage took place.Thank You and i hope we can get this resolved. Feel free to call me at ************
Consumer Response The information they gave in response is false. They have continued to lie from day one of my initial phone call. I did in fact meet with *****, the general manager from Trugreen, and upon investigation I my lawn he concluded that it was not army worms that caused this damage. We walked the entire property and found no evidence of any army worms so for him to respond with that as an answer is an insult. He also failed to mention the other areas of the lawn full of crab grass and Bermuda grass that should have been treated. I also was told by ***** that Trugreen would be present on my property to attempt a repair on 9/30/2014. I took the day off from work to meet them and they never showed up. They are constantly wasting my time and money. I called to find out why no one came to my property on 9/30/2014 and was old my account again had been canceled and no one was allowed to speak to me on the matter. I was told by the representative that day on the phone that she could see where Trugreen was to issue me a full refund of the $****** plus other funds but she was confused on how they were to credit me. She could no longer assist me in the matter. The only refund they have given was $*** dollars back on the credit card I intially paid with. This is still not correct. No one at any office knows exactly what is going on. ***** contacted me again today, 10/1/2014, saying he was confused on why I chose to not have the lawn seeded and why I had filed a complaint with the BBB. I never turned down their service for 9/30/2014 and in fact made myself available all day. It's constant lies, no one does what they say they are going to do. I had two further estimates, one from *********** and the other from ********, both companies provide a similar service as Trugreen. Neither one has said anything about army worms but both said that the majority of their business comes from people wronged by Trugreen. Both estimates for my lawn repair from them were around $****. This is all I ask for from Trugreen at this point as ***** rudely told me today he would not sod my lawn.
Final Business Response Today the Regional Technical Manager (**********) and myself (***************) met Mr. ********* on the property.We feel the cause of damage to the lawn was a result of armyworms and grubs which we found and pointed this out.We left information about armyworms from *******************. We also noted the bermuda grass can not be selectivey controlled. Mr. ********* requested we aerate,seed, and fertilize today due to the rain moving into the area.This was performed and completed. I explained to Mr. ********* that there were weeds beginning to germinate and they would mature along with the seed coming up and said we could address the weeds once the young grass has matured. I feel the will recover nicely. We told Mr. we would revisit with him when it was time for the weed control. I hope Mr. ********* is satisfied with the work that has been performed.
Complaint Service performed even though request had been made to reschedule. Lack of promised follow up. Rude call center reps. Services too close together. I had signed up for a maintenance plan through TruGreen which was to include services performed at monthly or bi-monthly intervals at $66.00 per visit. On 8/12/14, a service visit was made, after which the TruGreen technician **************** called to inform me that our aeration service was to be performed the following week. I stated to Mr. ******** that due to upcoming school tuition payments that I would NOT be able to pay the extra $189 fee at this time and to please reschedule. Mr. ******** stated that he would need to speak with his supervisor to ensure this could be done, and actually took the time to call his supervisor and then called me back to advise that yes, they would call back in early September to reschedule the aeration service. On 8/18/14 I was at home, but in the shower when 2 additional technicians arrived and started the aeration service even though I had requested it to be done at a later date. They informed me that had I told them before they started work that they could have skipped the service. I immediately called the number listed for my local TruGreen office, but was connected to a call center instead. The phone rep told me she would relay a message and that someone from the local office would contact me that afternoon (8/18/14).
On 8/19/14 I arrived home and found ANOTHER slip from an additional service visit, even though I had just had a visit 1 week prior. I again called the local number on my service slip, and was again connected to a call center rep (****************) who informed me that nothing could be done and that the local office would have to contact. I stated that I had already been told someone would call me back the previous day, but no such call had been received. Ms. ******** informed me that it could take up to 24 hours to be contacted, at which time I again stated that I was told I would receive a call the same day. I asked to speak with a supervisor (***********) and was told that again there is nothing they can do over the phone, so Ms. ***** refused to speak with me entirely. As it stands right now I have an outstanding balance of $255 with TruGreen - $189 for the aeration that was not requested at the time it was performed, and $66 for an additional service visit 1 week after I had already been charged for the 8/12/14 visit. I was told by Ms. ******** that I would be given 30 days to pay the balance or my account would be sent to collections. This is unacceptable to me due to the fact that on 8/12 I asked for the service to be rescheduled and was told by Mr. ******** that it would indeed be rescheduled. I should NOT have to be on their time table for payment when they are performing services that were requested to be done at a later time.
The pricing of their aeration service is also exorbitant, due to the fact that NO seeding was done, only aeration. I can go online and find any number of local lawn service providers that can perform the same service for considerably less than what TruGreen is trying to charge. I could also rent the same equipment that TruGreen uses for FAR less and do the work myself. I was also led to believe when the initial sales pitch was made that the fall service included aeration AND over seeding. $189 for a 39 minute service call is ridiculous.
Desired Settlement It is now 8/20/14 and I still have not received the promised call from the local TruGreen office. I want someone to contact me to let me know why they performed only aeration but no seeding. If no seeding is to be done they need to lower their charge for the service. I understand that they did complete work and that money is owed, but I absolutely am not ok with $189 being charged.
Business Response We have talked with Mr. ******* and put in a credit for the aeration and told him we wouls seed at no charge.We believe he is satisfied and will be continuing our service.
Complaint TruGreen refuses to fulfill their service agreement. On August 4, 2015, TruGreen charged me $337.27 to treat my trees. TruGreen has refused to come to my house and provide the treatment. They will call and tell us when they are coming to do the treatments and they do not show up. They have called several times claiming that they will be coming to treat the trees. The last time they called was on August 21, 2015, saying that they will be treating the trees on August 22nd weather permitting. Like past days that they did not show up yesterday was a nice sunny day. One day that they did not show up it was cloudy. This only effects the treatment of the trees.
Desired Settlement I want my $337.27 fully refunded.
Business Response Upon review of the account, TruGreen completed the first tree application August 24, 2015.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The only reason the first treatment was completed was because I filed a complaint. It took 20 days to complete the first treatment. A 20 day delay is unexcusable, they schedule treatments and they do not show up. I want a full refund of the money that I paid them.
Complaint Was told on 8/31 that I would receive a refund in 5-7 business days for an unauthorized charge. Still haven't received the refund. I used TruGreen (Mooresville NC location) for approx. 7 months. At the end of August 2012 I was automatically charged for an additional treatment without being told that I would be charged. I immediately called (August 31st) to cancel my service and was told I would receive a refund for the charges that I didn't agree to pay. I was told it would take 5-7 business days for the refund to be credited back to my account. It is now almost two months later and I STILL have not received my refund. I have called every week for the last 8 weeks and each time I have been told the credit is being "processed" and I should receive it any day. The customer service throughout this entire process has been a joke. There is absolutely no reason why a refund should take 2 months.
Desired Settlement I would like my refund IMMEDIATELY. I am willing to pick up the check from their physical address. It has been 40 business days and 56 calendar days. This is completely unacceptable. We are way beyond the 5-7 business days.
Business' Initial Response Mr.******, again my apologies for the poor response you recieved. Unfortunatley we can not cut a check at the branch level. I did leave you a message yesterday and we have requested the check for $53.08. to be cut and you should recieve this in 10 days. Again my apologies.
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