Complaints

This profile includes complaints for Trulieve, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trulieve, Inc.

  6749 Ben Bostic Rd. Quincy, FL 32351

• 

  Trulieve

  1814 Commerce Ave Vero Beach, FL 32960-5537

• 

  Trulieve

  4120 Tamiami Trail Port Charlotte, FL 33952

• 

  Trulieve

  935 N Beneva Rd Sarasota, FL 34232-1397

• 

  Trulieve, Inc.

  Lake city, FL 32024

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint pertains to Trulive Fl. The web-site advertises a product for $27/7G this indicates that the price is $27 for 7 grams of medical marijuana. When the products are sent to the dispensary it post that the product is $27/3.5 grams. Trulive states that it is a glitch and they will not honor orders. I find this to be a very deceptive practice. Exp. If a product is marked wrong buy any box store, the store honors the price on the product. I find that this is nothing but a bait and switch marking scam!

  Business Response

  Date: 01/26/2024

  We do apologize for the inconvenience. This was a website error/glitch, and it has been addressed and fixed. For the frustrating experience, we are placing a 15% Courtesy Discount to the patient's account. We appreciate the feedback and want to ensure the patients voice is heard. 

  Customer Answer

  Date: 01/29/2024

  
  
  Complaint: 21185157
  
  
  
  I am rejecting this response because: Trulive has not taken down the prices. I still feel this is a bait and switch scam. They Advertise $27.00
  / 7g then when you get to the store they claim glich and charge twice the price. I understand if this was a one time or even one time for a week. however the same prices are up as of today 0!/29 2024. They need to be held accountable. 
  
  
  
  Sincerely,
  
  
  
  Alfred ******

  Business Response

  Date: 01/30/2024

  We are diligently working with the website developers to correct this issue. We do apologize for the inconvenience caused; at this time, we are only offering the 15% discount resolution. This discount has been placed on the patient's account. 

  Customer Answer

  Date: 01/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21185157, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Alfred ******

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of today (1-16-24) at 12:22 PM the store is still closed.
  
  They are having a deal today that I cant take advantage of because the doors are locked. They did send out a text message saying that some stores might open up as late as 11:00 or 12:00 and that only one store will be closed, however the text they sent out DID NOT include the Weston WV store therefore it should be open. I understand there is some inclement weather however if a gambling house can open up its doors at 6am next door to a medical marijuana dispensary, trulieve has no excuse to be closed other than laziness. Me and about 20 other customers are standing outside currently waiting to get in all having wasted our gas to get here and our time. Also the store is always understaffed. Both instances have reoccurred multiple times so now I'm putting in my complaint officially. I won't be able to get my time or wasted gas back. This needs to stop happening, do better trulieve!

  Business Response

  Date: 01/22/2024

  We appreciate the feedback and have forwarded this information and request to the Head of our West Virginia BBB complaints. They will reach out to the patient with a resolution. 

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blessings to all. i suffer from severe anxiety and try to get in and out of public places without conflict to avoid having a panic attack at my or the establishments earliest convience. As normal operations per Trulieve, they normally take the first walk-in as well as the first checked in online order. Today, while visting Trulieve Cape Coral two female employees who came to the door to enter rang a bell that obviously did not work and when no one responded instead of knocking, they walked back to their vehicle which caused them to be late to work as well Trulieve opening the doors at 9am. I was the first person in line and waited for the doors to finally be opened 5 mins after 9 when the staff decided to skip the normal procedure of taking 1:1 patients (1 walk in/1 online checked in) they instead took 5-6 patients that checked in once they realized that it was past 9am and the doors still hadn't been opened. At this point my anxiety is starting to flare up as several people that were in line were all discussing how unfortunate it was to continue being skipped over because we didn't "check in online". Finally I get called and as I approach the counter and began to tell the rep how it was crazy being skipped over as several people all went before us as the young man who opened the door took our id's as if we were in line of order in which it was not. Immediately I am verbally attacked by the employee "kat" who yells at me while helping another customer that If i didn't like it that i could just leave as both ladies claim that their actions are normal practice. (to open the doors late and only process the checked in online orders) If this is the case then the entire staff today at Cape coral Trulieve needs to be retrained as well as a sensitivity training because her attacking me cause me a panic attack that questions my ability to return back to that establishment especially in need of meds. Why am I suffering for their poor decisions and lack of training?

  Business Response

  Date: 01/12/2024

  We appreciate your feedback and apologize for the egregious experience the patient encountered. This matter has been brought to the attention of our Upper Management of the Cape Coral location and they will be reaching out to the patient with resolution. 

  Customer Answer

  Date: 01/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21125324, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Deshawn *********

• Initial Complaint

  Date:01/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been shopping at Trulieve for the past few years since they’ve opened. I have also taken my cannabis industry certification early on as I was attempting to open my own dispensary however due to funds didn’t but I have done many other works in bettering the industry technologically. Due to me being an industry professional I receive a 20% off at Trulieve as well as other discounts at competing dispensaries and I have not had any issues to using this discount prior to the last couple of months. I also receive SNAP which gives me 10% off and combined I get the max 30% off. I know my local dispensary has been weary of giving me this rather it be the new management or just not understanding this. They’ve had to manually key in the discount and here lately have been trying to give me higher prices than what I’ve paid for years saying corporate is telling them to do this but not providing me with any references or tangible evidence. Last time I visited they claimed if they do my discount they risk their job and also was upset that I paid less than they did. They said good luck doing this next time like they just want to take away my discount because they don’t get it themselves or something. I visit this Beckley WV location almost every week spending a decent bit and as I said they only started being this way really 1-2 months ago. They’ve also been not rewarding my account with referrals I’ve been sending them as well as I’ve noticed a few times them putting product on my allotment in which I most definitely did not receive or purchase. My main issue though is with the the new tall sales/supervisor for going out of their way to ensure that I do not receive my proper discount and making my whole experience terrible. I’ve had some issues with product before but never had someone going out of their way to ensure I have the worst experience ever when shopping. For example instead of applying a straight 30% he would do the 20% then 10% on the balance after the 20%.

  Business Response

  Date: 01/04/2024

  We do apologize for the patient's experience. However, we cannot access out-of-state patient information or files. We ask that you reach out to the West Virginia Beckley location at ***** ********* to have this matter further investigated. 

  Customer Answer

  Date: 01/10/2024

  
  
  Complaint: 21090675
  
  
  
  I am rejecting this response because: The manager backed up this and if I complain directly nothing will be done. This needs to be escalated to the regional manager or HR. As being headquarters for a company of this nature you all should be able to properly direct this.
  
  
  
  Sincerely,
  
  
  
  Jeremiah ******

  Business Response

  Date: 01/10/2024

  We do apologize however we cannot verify out-of-state patients at the State of Florida Customer Support Center. The patient will need to contact their State's Better Business Bureau to report to or to their Trulieve State Dedicated Patient Line. 

  Customer Answer

  Date: 01/11/2024

  
  
  Complaint: 21090675
  
  
  
  I am rejecting this response because: I didn’t put the complaint into Trulieve of Florida customer care center but rather i put in my complaint for Trulieve’s headquarters. West Virginia does not have a headquarters nor would reaching out to the store (people who my complaint is about) provide any insight or resolution to this matter. You all need to get this sent to an executive or other member of Trulieve’s operations team so this matter can be properly resolved as there is no other viable option.
  
  
  
  Sincerely,
  
  
  
  Jeremiah ******

• Initial Complaint

  Date:12/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted trulieve 3 times regarding the renewal card discount and was told 3 times that I could use it on discounted items as long as it wasn’t specific things and then I drove all the way there and was told the chat ppl and customer service have no clue what they are talking about and then when I did call today to speak to Ariel a supervisor she gave a whole 15% off of that still can’t be used with anything on sale. This place is a joke and if nobody knows what they are talking about they should not be working there. And trulieve has copies of the chats that state what the reps said

  Business Response

  Date: 12/14/2023

  We appreciate the feedback and apologize for any inconvenience this may have caused. We will investigate the patient's interactions and any coaching or retraining will take place, if deemed necessary. Trulieve does have a company policy that states the renewal discount cannot be applied to any items sale prices, it would be applied to the whole price. This information can also be found on our website. We apologize again for any miscommunication on behalf of Trulieve. 

  Customer Answer

  Date: 12/15/2023

  
  
  Complaint: 20985689
  
  
  
  I am rejecting this response because:
  
  If it’s on the website then why are the representatives not knowledgeable of this 
  
  Sincerely,
  
  
  
  Summer *****

  Business Response

  Date: 12/15/2023

  Thank you for the response. We have pulled the communications with the patient. The patient spoke with four different representatives and the location. One of the Customer Service representatives the patient spoke with provided inaccurate information. Retraining and coaching has been addressed for this representative. The remaining representatives before and after the misinformation was provided, stated the correct information. The patient was extended a courtesy discount by a Senior Representative and apologized for the miscommunication. We do apologize again for the misinformation; this has always been the policy for the renewal discount. 

  Customer Answer

  Date: 12/18/2023

  
  
  Complaint: 20985689
  
  
  
  I am rejecting this response because: I made more than one call and I also did chats which they can pull and the only person who told me it could not be used was when I went in the store.  And the fact that they are stating I was told correct information by previous reps before and after is false.  It was only when I went into the store to try and use it with the discount did they say it was not stackable.  And the manager after I called did the same thing gave me a discount that cannot be used with any specials.  Again stop with the lies and pull the chats and the calls I even have the price on the chats and the calls.  

  
  
  
  Sincerely,
  
  
  
  Summer *****

• Initial Complaint

  Date:10/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered online products that totaled $468 thru the app.
  When I got to the store, they filled the order but changed the amount of the products.
  Without notice, the store changed certain prices that were advertised on app creating confusion over prices.
  Very similar to "bait-and-switch" tactics.

  Business Response

  Date: 10/31/2023

  We appreciate the feedback, and we apologize for any misunderstanding. The reason for the price change, was due to the patient using their second patient discount of 50% off their entire purchase. As listed on our website, this discount cannot be combined with any other promotions or patient discounts. The second- new patient discount is taken off at the point of purchase and off of the items whole price. Some of the items ordered were on sale, we would not then take another 50% off. 

  Customer Answer

  Date: 11/04/2023

  
  
  Complaint: 20785489
  
  
  
  I am rejecting this response because:

  While using the Trueleaf app, I ordered products that were offered for sale and calculated by the app; an app which is built and maintained by Trueleaf.

  They're no *warning notifications during the processing of an order, and in fact, the application calculates the subtotal and expected cost to be paid.

  The app also allows the order to be processed directly from it's check-out page, giving the impression the order was accepted; coincidently, filling the "online oder" is a form of acceptance. 

  When pick-up occurred, no mention that certain "prescribed products" had been filled but the pricing had changed; online offer/price not acknowledged or honored. 

  The Trueleaf app and its functionality is creating a "Switch and Bait" scenario; while simultaneously claiming the website is a point of reference for its "accurate" pricing.

  When pricing through a "online order" changes at the time of pickup, the issue creates a benefit for Trueleaf while creating a hardship for customers and the general public.

  This is a classic "Switch and Bait" scenario. 

  Sincerely,
  
  
  
  Douglas *******

  Business Response

  Date: 11/06/2023

  We do apologize for any
  inconvenience. As stated on our website, located in the promotion's disclaimer,
  we will not take the new patient discounts off of already discounted items. Our
  website does not allow you to state that you are a using any of the new patient
  discounts, therefore the discount is manual and would not be reflected. The
  amount of the order was correct, other than changing the discount from the
  sales presented online to the second new patient discount of 50%. We hope that this provides some clarity. 

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: 20785489
  
  
  
  I am rejecting this response because:

  Trueleaf did a classic "bait and switch" maneuver as I described earlier, and has failed to properly fix the issue...
  
  
  
  Sincerely,
  
  
  
  Douglas *******

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trulieve Jacksonville Southside Estates
  
  The delivery experiences I have had with this location and it's incompetent employees is another level. They claim to be a medical facility and managing patients medications. First, I was provided the incorrect item then was told they couldn't replace itor do anything because they were" on the ad". The driver Zach, requested I call the corate office right then and there since no one at the Southside Estates store would answer the phone (he called 3 times in front of me), to which I did, was told by corporate employee that there would be notes on the account for the replacement to be apart of the following delivery order. Order date comes, no call, no notification, just a text message stating "we're 27 mins away, how will you be paying" no confirmation of the order being correct or that the accurate items are included. Then received a digital confirmation via email of an order aced for pick up in Clearwater with an incorrect cell phone number for an entirely different patient, HUGE HIPPA data breach on the Trulieve company ,Then once I brought it to their attention was told it was my fault and I needed to go update my password and change the information some incompetent employee entered somehow. New day of delivery comes, was told " no record of notes for replacement" but they would accommodate due to the ongoing issue with a credit to my account for the sale price of today. Was told I would receive a text when they were near. By 5:00p.m., we received another phone call saying the delivery could not be completed today and would I be available tomorrow. Well no I work full time Monday-Friday which is why I scheduled my delivery to accommodate that schedule. The only response I get in return is oh well you can call corporate.....the amount of issues this dispensary and company have are insurmountable and will continue to get worse the longer employees are not trained accordingly and properly with the correct information. Employee accountability has to change, noone seems to have a clue what is happening and company as a whole.

  Business Response

  Date: 09/02/2023

  This complaint has been completed and submitted as solved. I was able to speak with the patient and listen to her concerns. I was able to apologize for her experience and offered to honor the promotions from 08/27 for order number 108000133421. We will try to replicate the order and get it delivered as soon as possible. The patient was very appreciative but at this time has chosen not to replace the order. 

• Initial Complaint

  Date:08/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Starting this past Sunday, August 20th, I placed an order for delivery scheduled to be delivered the next day. The delivery driver arrived without calling me to alert me, and instead stopped at my neighborhood's management office, who contacted my fiance (who cannot easily answer his phone while working), not mine. This happened twice on the same order, the 2nd time after I'd called customer service that day to instruct they call MY number. My order was returned and cancelled, without ever contacting me. The following day I tried to order again, and the exact same thing happened. I called the only number published on multiple occasions, and so far I've been promised callbacks from a supervisor on 3 occassions, hung up on twice (was never rude!), and otherwise have not been contacted for the next 4 business days!

  Business Response

  Date: 09/02/2023

  This complaint has been reviewed and submitted as solved. The patient was serviced as a Walkin patient today 09/02/23 in our Orange City store. Her concerns were addressed by Upper Management of the location. The leadership honored the discounts from the patient's original order placed. 

• Initial Complaint

  Date:08/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having severe issues with deliveries, im a disabled veteran that relies on deliveries. I place an order, it asks for me to select a delivery time and date i do so but my deliveries are always late or they never show up at all, when i contact customer support its like they dont even care, if you criticize them and the job performance of the company they send a message in the chat saying the call is being monitored and they dont condone abuse lol, cant take criticism so you go after the customer who happens to be right!! Im expected to be here for the delivery, if im not they will charge me for a delivery!! So i wait all day for an order that isnt going to show up, do they contact me? No they dont, do they attemt to expalin why my order wasnt delivered? no, they dont contact you at all!! You have to contact them and the only thing you get is stupid excuses and promises that it wont happen again. Even then they missed the next delivery time that THEY set!!! Then the delivery comes the next day without any warning. They waste 3 days of my time on one order!!! They promise it wont happen again but yet 2 orders later it the same ole same ole me waiting for my order that was scheduled for yesterday. half this day has gone by and still nothing!! I contact customer support once again for them to tell me there is nothing they can do, they cant get a hold of the delivery people, thats the end of it, thats where my customer service ended. Then i asked for a corporate number, of course they refused to do that!! Then i get a text stating that my order is packed and ready for delivery on august 2nd, ITS AUGUST 3rd already!!! I want to be contacted by higher management, no lower than regional and as high as the CEO!! I want these endless broken promises to end and to get a final resolution to this on going delivery issues so i can stop wasting days on end waiting for deliveries.

  Customer Answer

  Date: 08/17/2023

  no trulievehas not gotten back to me

  Business Response

  Date: 09/01/2023

  This complaint was reviewed and submitted as complete. The patient received his order on the date that was confirmed with the location. Left a voicemail for patient as a follow up. 

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a order this morning and for some reason my order was not filled for some reason the Christopher ***** location always fulfill the orders that are coming in instead of for feeling the ones that are placed online. I made my order today so I can pick up and I made it early in the morning I called customer service to ask if it was okay if I came in he then left me on hold for 30 minutes and then told me that basically I can go somewhere else then proceeded to call me private four times I would like for someone to re-listen to that recorded line and also check out his call log as he called me four times and hung up and did not say anything and he kept calling and hanging up as I'm telling him to quit calling my phone.
  Also too you have to realize that people do go to work and they are trying to just get their medication before they go to work and your customer service is very nasty. He had no business calling me and if I have to go through my phone company to prove he was nasty along with my coworkers I will go that far to gain the repectni need. I needs to be treated like a customer and not like he pays my bills. I'm calling because obviously I need my meds for a reason which I don't have to explain to you of why I want to buy my meds .

  Customer Answer

  Date: 08/15/2023

  You might not ever get a response as they do not care . Where does this leave me because I feel like I am unheard and I feel like if I was a regular person popping pills it will be acceptable. 

  Business Response

  Date: 09/01/2023

  This complaint has been reviewed and is submitted as complete. Today I attempted to reach out to patient twice, both times I state who I am, and she disconnects the call.