BBB Business Review

BBB Accredited Business since 06/01/1982


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(757) 460-6620View Additional Phone Numbers5828 Ward Ct., Virginia BeachVA 23455 Send email to TruGreen

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BBB Accreditation

A BBB Accredited Business since 06/01/1982

BBB has determined that TruGreen meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered TruGreen's rating include:

  • 31 complaints filed against business

Factors that raised TruGreen's rating include:

  • Length of time business has been operating.
  • Response to 31 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

31 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues2
Billing / Collection Issues7
Guarantee / Warranty Issues1
Problems with Product / Service21
Delivery Issues0
Total Closed Complaints 31

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on TruGreen

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by Resolution

Complaint Resolution Log (31)
08/11/2015Problems with Product / Service | Read Complaint Details

TruGreen did not provide the service I paid for.
I paid TruGreen to provide lawn and shrub services for my resident in Virginia Beach.
I paid them also for seeding my lawn. currently, my lawn looks horrible.
My lawn looked far better before they started servicing it.
It seems to me that they collect the money and don't treat the lawn or the shrubs.
I lost 2 trees and 20 bushes this year.
I also believe that they introduced several varieties of weeds and grass to my lawn when they performed their seeding service. My lawn had only tall fascue before they seeded it.
I called four times to talk to them about this problem. every time I call they promise that a service manager will contact me. however, no one called me back.

Desired Settlement
TruGreen need to refund me for all the payment that they collected for lawn, shrubs, and seeding service.

Business Response
**** ******** contacted this customer on Friday 7/31, the day we received the complaint. Set up to meet with Mr. on Thursday 8/6 first thing in the morning. They met yesterday morning, 8/6 and went over all of this customer's concerns and some of the things that *****'s (this customer's new lawncare company) told him. Customer and **** came to an agreement that we would credit the outstanding balances of ******* for a lawn/grub treatment, ****** for a tree/shrub application, both per our guarantee of "refunding the cost of the last applications if you are not happy with the results". We will also refund ******* of the ******* this customer paid for aearation/seeding last year. This is because the seeding part is what this customer was upset with, not the aeration. **** also sent this customer a follow up email with what they agreed to.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
TruGreen will refund payment

05/05/2015Problems with Product / Service | Read Complaint Details

Taking advantage of senior with dementia to sell service
we advised this company that my mother has dementia and doesnt know what she is agreeing to. We asked them to remove her phone from their call list because of this but continue to call and show up to treat her lawn at cost of **** per year. They showed up again today but we intervened. This has been going on for 2 years now even though they assured us they would nit call again

Desired Settlement
Want them to stop calling my mother and showing up to treat her lawn. We have no intention of ever paying them for this unsolicited service. It's a shame they continue to take advantage of the elderly.

Business Response
Below is the email sent to **** *****:

**** *****,

Thank you for your time on the phone with me to try to get this situation straightened out. Again, I apologize for the mix-up. After doing more research, I did find the other account and figured out how it got around the safeguards we had already put in place on the account.

The account had already been set up as Do Not Call in the National directory as well as in TruGreen's internal directory. The gentleman who sold the account this time around was one of our door to door representatives. He would not have had this information, just a name and address and had to have spoken with your mother directly at the house.

I have added notes to both accounts to not reinstate either account. I have also removed the phone number from both of the accounts. We are trying everything we can to keep this from happening again.

Again, I apologize and hope this clears things up for you.


**** *****
General Manager
TruGreen 5730
**** **** ***
******** ****** *** XXXXX

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
TruGreen responded quickly and was intent on resolving the issue. I appreciate the speed and care in which they handled the matter. I am very
satisfied with their response.

10/28/2014Problems with Product / Service | Read Complaint Details

Trugreen neglected my lawn despite repeated calls pleading to have someone look. Blue grass took over, they killed 1/2 my lawn and haven't fixed it.
I contracted with Trugreen to fertilize and kill weeds in my lawn. When I called the first time I listed four issues: 1. Weeds, 2. Brown spots, 3. Bald spots, 4. Crab Grass. Someone came out to take a look and said it would be no problem. I got my first service and it rained immediately after. I noticed nothing was changing in my lawn, in fact the weeds were getting worse, so I called my representative who refused to come look and said nothing was changing because of the rain so they would do another treatment. My lawn was still getting worse and I called again and this time was told "to let the treatment work and call back in a week." I called in a week and said my lawn was still getting worse (now in very bad condition). My representative sent out a tech and he refused to do a treatment saying it was crab grass, which would die soon anyway, and blue grass, which they could not kill. My representative then told me not to worry - he would spray round up on all the blue grass, kill it, then aerate and reseed. He killed approximately 35% of my lawn. The aeration was not great (spots were missed). They hit my neighbors sprinkler head and nothing was done about it (despite being told my neighbors would be called the next morning) and they wound up paying for it themselves. I still have all the bald spots I had to start. Now I have 35% dead lawn in patches. I'm getting minimal regrowth in some areas and none in others. My HOA is complaining and I have no clue how to fix it. That is why I hired Trugreen. I'm calling repeatedly and being told I'll be called right back with no calls back. I need someone (above my sales rep) to step in an take ownership of this. I hired Trugreen and trusted them (because presumably they know more than I do) and I feel taken advantage of. My lawn is destroyed because they refused to come look when I kept calling to say my lawn is getting worse. They said it was weeds and the treatments work, I trusted that, and that time I gave them allowed the blue grass to take over. I've been under contract with Trugreen for three months and my lawn has gotten worse every day since. I need it taken care of and someone who will put even minimal effort into my account

Desired Settlement
I would like someone, a manager or above, to come look at my lawn and have someone take care of it weekly until it is brought back to the state it was in when I contracted them. Or I would like it resodded. Either needs to happen immediately before the growing season is over. Otherwise, I would like a refund of all money paid (approximately ***** as well as all of the water charges I've incurred due to watering a lawn 30 minutes per zone, per day, according to my explicit instructions, that is not regrowing (likely in the range of ***** and for service to stop.

Business Response
A manager visited this property and contacted **** ******* on 10/1.
Action were taken to continue progress of lawn's development. *** understands this is a process that will take time. Management will check on the property at least twice a month.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had someone from management come out and have received a new sales representative. I believe we will make some progress but I still have bare/dead spots that will need some time and attention. I would like to keep this complaint open until my lawn has regrown. Things seem to be going in the right direction but I've had such poor service in the past that I need some follow through (which will take time) before I feel comfortable.

Final Business Response
Your lawn is progressing normally. We have reapplied seed and performed your next scheduled applications within the last week. This will help the young grass mature and thicken quiclky. Please continue to water and mow the lawn when it is needed at the normal cutting height. Mowing will also help thicken the lawn. a manager will visit your property this week to check progress. Please let us know if you have any other concerns. We will continue to monitor the progress of your lawn.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

09/10/2014Problems with Product / Service | Read Complaint Details

They do not know how to take no for an answer after we cancelled our contract back in Nov 2013.
We had a contract with Tru Green and we cancelled it back in November of 2013. Since that time they have called us numerous times (sorry I did not notate the dates) trying to get us to restart service. Time and time again we have told them NO and not to call us back. Just the other day on 9/2/2014 a service guy comes by here to try to give us service and I stopped him and told him no that we had already cancelled our contract and he said well no one told him. So I told him that we do not wish to receive services from them any longer. After that I called the local office in Va Beach and the lady I spoke with said that she can see that our account had been completely closed out. So we were both perplexed as to how this even happened. So today I get a call from Tru Green yet again from someone who had stopped by and saw our yard and thought it needed service so I guess he contacted Va Beach office or whatever office and this fellow called us and I told him that I did not wish to receive services that we had other financial obligations and could not afford their service period. He kept going on and on and after awhile I did not want to keep debating with him so I hung up. After that Tru Green corporate (I believe) called and I once again was upset and told the woman that we did not wish to receive any more phone calls from them period about any type of service. I do not have any names so if you can't do anything about this complaint just let me know.

Desired Settlement
We are not looking for any kind of settlement. Only that they never call us again for their services. They put a bad taste in our mouths. This is bad business to keep harassing people to get them to restart their service.

Business Response
Contact Name and Title: **** ***** General Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: *********
I checked the account for ********* ****** and it has been cancelled since November 19, 2013. I do not show that there was any service scheduled for her property 9/2/14, nor any other time since having cancelled. We did have a Sales Representative knocking on doors in that neighborhood last week. Her account is showing on the National DNC registry (a company is, however, allowed to call for 18 months following having serviced the account). We have, per **** ******'s request,gone on and noted the account to not call, email or mail directly as of today. I apologize for the persistance and hope this takes care of the issue. If not, she is welcome to contact me directly.

Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response. If for some reason we do happen to get another call after this has been resolved I will be contacting Tru Green directly. Its just that when after the first time they called back after we cancelled our account and when I kept telling them no and they kept on and on that is what irritated me. I do however understand companies calling back in hopes of regaining the business but let that be up to the consumer to call the company back not the company calling and calling over and over again.

05/28/2014Problems with Product / Service | Read Complaint Details

Over the past three Spring/Summer seasons, TruGreen has failed to provide service to meep my lawn's health and appearance acceptable.
I hired TruGreen to care for our lawn after purchasing our home in 2005. My yard was sodded and wanted to make sure that it was professionally cared for because and TruGreen had a great reputation.

My lawn looked great and I was very pleased with the results TruGreen had provided until Spring/Summer of 2012. The grass began to thin out in areas and the grass was a lighter color in some spots. In 2012, the local management told me that they would work on my lawn and it would be back the way it should be in a few weeks.

By the fall of 2012 (after several visits from the manager & his team), my lawn look somewhat better but I was still not happy with it. The manager assured me that by planting more seeds in the fall and the TruGreen lawn treatments, my lawn would be back to its normal thickness and color, and look great in Spring 2013.

In Spring 2013, my lawn looked worse than it did the previous Spring... it was much, much thinner. I again spoke with the local TruGreen manager and told him that I wanted TruGreen to re-sod my lawn because I had entrusted TruGreen with caring for my lawn and I feel they are responsible for the very poor appearance. Again, the local TruGreen manager gave me the same spill that they could work on my lawn and get it back to where it should be and I trusted him to produce the results that he promised. At one point during the summer, the manager spread grass seed in the thinnest areas and applied fertilizer saying that those areas should be filled in within a few weeks. Not only did the grass not fill in completely, the seeds he planted came up a different lighter shade and texture than the rest of the yard. This created even more areas of light colored grass in the lawn. Needless to say, by the Fall 2013, although my lawn looked better than it did in the Spring, I was still not pleased with the appearance. Several areas were still very thin and there were several patches of light green grass throughout the lawn. Again, the local manager assured me that by my planting more seed and TruGreen's fall and winter treatments, my lawn would look great in Spring 2014.

It is now Spring 2014 and my lawn has never looked this bad. The lawn is very thin, there are still light colored spots, and I am very fed up with this. I am not interested in TruGreen "working" with my lawn to try and get it thicker by the Fall 2014 because we tried that twice. I am only interested in TruGreen re sodding my lawn so that it is back to where it was for the first 6+ years they cared for it.

I do not know what needs to be done but I do not want to go through another season with my lawn looking as bad as it has over the past 2 years with a "bad promise" that my lawn will eventually look better.

Desired Settlement
Sod my yard in order to bring my lawn's health and appearance back to where it was from the time they orginally began to treat my lawn through 2011.

Business Response
**** ********* Service Manager of *** ****'s area, met with *** **** this afternoon. They met on *** ****'s property and reviewed his concerns. It is not immediately evident what is causing the issue with the turf. *** **** and **** agreed that **** would research it further with another Service Manager who had been familiar with *** ****'s property, and get our Technical Manager involved if needed, and get back with *** **** by Wednesday April 23rd. Mr. was okay with that.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
A TruGreen representative did come to look at my lawn. He was supposed to come again on April 23, 2014. I have not heard from the representative.

I do not consider this situation resolved.

Final Business Response
**** ***** and **** ******** met with *** **** on his property again Wed. May 7th. We proposed that we would do his regular remaining treatments for 2014 and an aeration/seeding this fall at no charge, even though our guarantee is we will continue to work with our customers until they are satisfied or refund the amount of the last treatment. We would also visit the property around the middle and end of each month to monitor the lawn. Tuesday May 13th I received an email from *** **** that he accepted those terms.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I agreed to accept the offer by *** ***** and *** ******** to continue to treat my lawn for the remainder of 2014 including aerating and seeding in the fall, at no charge to me. They are confident that the measures they take will result in my lawn improving in thickness and overall appearance.

Page 1 of 3
10/05/2015Problems with Product / Service | Read Complaint Details

Customer for 25-30 years. Lawn service paid for includes Brown Patch control. Returned from vacation on 8/8/2015 and found lawn damaged from Brown Patch, Talked to specialist at time of next service shortly after return, Specialist agreed I had Brown Patch and said he would talk to supervisor about re-treatment at no cost. Specialist called later in the day and said supervisor had agreed to proceed. After a week or two I called TruGreen to see why lawn had not been treated and was told they would contact me with 2 days and schedule treatment, Today I found a note on my door stating I had Brown Patch and that no service had been provided. After a month of trying the only action from TruGreen had been to again confirm I had Brown Patch.

Desired Settlement
I would like one of the following:1, Perform service as promised2, Refund payments I made this year for several treatments

Business Response
Contact Name and Title: ***** ******* General Man
Contact Phone: XXX-XXX-XXXX
Contact Email: *************
GM visited this lawn and found areas of brown patch damage in the front lawn. Customer purchased 3 fungicide applications and some damage still exists. we will aerate and seed the lawn at no charge to resolve complaint.

06/29/2015Guarantee / Warranty Issues | Read Complaint Details

In April 2013 I spent approximately $5,000 with a local landscape company to have my lawn completely killed and prepared for a new hybrid Bermuda grass (sod). The newly sodded lawn looked like a new golf coarse, it was so perfect. Sometime after that I contracted Trugreen to keep my investment looking as good as the day the sod was put in place. That was my first mistake. It appears that even though Trugreen's business is in lawn care, they don't seem to know anything about grass. Trugreen cannot even identify the type of grass that is on the lawn. This was evident in September of 2013 when Trugreen planted 40 pounds of tall fescue in my newly sodded Bermuda grass. They did this even after a called several times to the customer service line telling Trugreen not to plant any seed in the fall because I had a hybrid grass. After the last complaint I filled several managers promised they could fix the issue. A year and a half latter my lawn looks worse than it did before I spent $5,000 on it. It is just about impossible to talk to anyone in authority at Trugreen. All you get is a run around.
Product_Or_Service: Lawn Service
Account_Number: XXXXXXXXXX

Desired Settlement
I want to be reimbursed for the $5,000 for the landscape work and the monthly payments wasted to Trugreen to ruin my lawn over the last two years

Business Response
We are trying to contact the customer regarding this issue. updates will be added after contact is made.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a phone call where the company representative appeared to be very understanding. He offered to pay for services from his company until we were satisfied and agreed that he would want either the yard completely repaired or compensation. He offered to have this taken care of completely to our satisfaction. Now we are getting email that we planted the wrong kind of grass for the sun we have. This is a tactic to take attention from the problem. They planted fescue over our newly sodded Bermuda hybrid. The fescue is taking over. We have received a late notice for payment due. We are in no way satisfied. Reportedly, they have pictures showing that we have improperly planted. I can provide pictures showing the contrary; however, that is not the issue. The issue is that they planted seed over our sod, after having been told not to do so. The seed is taking over our yard. We are not happy at all. Thank you for your help!

Final Business Response
The fescue issue is controlled at this time. if any more of this turf shows late in the season please call us so we can treat. Trugreen will provide care for this property at no charge this year and offer the same next year if the homeowner will agree. The concern is still related to potential shade issues causing decline of the sod. This will become more obvious in the comming months.

04/21/2015Advertising / Sales Issues | Read Complaint Details

Sales rep disclosed a price after visiting property, then charged over 3 times as much and will not return phone calls.
On Thursday, 4/2/15, the sales rep (*****) visited our property to supply an estimate for an aeration/seeding service. We were not home at the time, but he did have our permission to view the property. ***** left a info packet of services that were required and immediately called us upon leaving to provide an estimate.
The 1st price was to pay for:aeration/seeding, iron treatment(for color), 4 color liquid sprays & weed control. That was **** "but could be discounted to ******* if signed up for today". The second option was to pay **** up front for the aeration/seeding and ****** for each of 8 treatments throuhout the year. We repeated the quotes and asked for confirmation in which ***** obliged. We then asked when the service would commence and he stated it would be Monday(4/6) or Tuesday(4/7), but no later than Wednesday(4/8). ***** stated that he couldn't schedule anything until he received payment.
We apologized for keeping him at work so late(the call took place at approx. 6pm) which is we assured us he was working til 9pm all week and until 5pm on Saturday. We obliged to the scheduling process and gave our credit card information over the phone for the installment plan with **** paid up front to allow for scheduling. ***** thanked us for our business at which point we, again, confirmed the only charge at that time would be ***** ***** again confirmed and we thanked him for his time as he again thanked us for our business.
The next day we viewed our account to see that we were charged with 2 separate transcactions, neither of which matched ANY of the prices disclosed by *****. 1 for ******* and the other for ******** We immediately called ***** and left a message. I left for work, as did my wife, but we both continued to call and leave voicemails on *****'s cell without response. Between Friday(4/3) & Saturday(4/4), a total of 9 voicemails were left...still without a response.
We decided to call the company's main number. We explained our situation to ****** who expressed what seemed like sincere concern and researched the origin of the charges. She informed us that we were set up for several services, such as tree and shrub treatments, of which were NEVER even discussed. We asked about the actual aeration/seeding service and she stated that it was scheduled for early August. I immediately asked to speak to a manager but she informed me that, "a manager would get back to me by Wednesday(4/8). We expressed our genuine discontent with being misled and the lack of integrity expressed by ***** and requested a full refund.

Desired Settlement

Business Response
Thank you for contacting TruGreen and discussing your concerns. TruGreen apologizes you did not receive the customer service you expected.

Per your request, TruGreen issued a refund in the amount ******* to the credit card April 8, 2015. Depending upon which financial institution issued the credit card, the refund should reflect on the credit account within five to ten business days.

10/05/2015Problems with Product / Service
05/09/2014Problems with Product / Service
Page 1 of 4

Industry Comparison| Chart

Lawn Maintenance, Pest Control Services

Additional Information

BBB file opened: 02/01/1984Business started: 01/01/1982
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

102 Governor St.
Richmond, VA 23219
(804) 371-0152

P O Box 27647
Raleigh, NC 27611
(919) 733-6100

Type of Entity

Limited Liability Corporation

Business Management
Principal: Mr. Mike Wayne Oatis (General Manager)Customer Contact: Ms. Shalenia Williams (Corporate Customer Care Lead)Mr. Chris Johnson (General Manager)
Number of Employees


Business Category

Lawn Maintenance, Pest Control Services

Alternate Business Names
TruGreen Limited Partnership
Industry Tips

Map & Directions

Map & Directions

Address for TruGreen

5828 Ward Ct.

Virginia Beach, VA 23455

To | From


2 Locations

  • 811 Blue Crab Rd. 

    Newport News, 23606(757) 873-0859

  • 5828 Ward Ct. 

    Virginia Beach, VA 23455(757) 497-0009
    (757) 460-6620

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Southeastern Virginia & Northeastern North Carolina. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*TruGreen is in this range.


Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


Additional Phone Numbers

  • (757) 497-0009

BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips for Lawn Maintenance


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