TruGreen Lawncare

This company employs am "infinite" approach to customer contracts meaning that, once you sign on, you're assumed to be a customer for lifeI used their services in spring/summer and then called to cancel the service at the end of the seasonIn April, I took a day off work and the following day as I was leaving for work, a crew was packing up after applying fertilizer to my lawnWhen I checked my voicemail at the office, there was a message from TruGreen from the previous day telling me they were fertilizing my lawn the next dayNow they're persistently chasing me for money for the treatment I never authorizedThey're telling me I signed a permanent contractDon't want my credit rating damaged by this unscrupulous company

I was told that their product was guaranteed when in fact it was not. I was told this after the first application. They came once and only once and did 1/2 the job. I requested for them to return and was told time and time again that someone would be here. After numerous requests to try and get someone to come back and finish the job I cancelled the service. I was charged full price and when I refused to pay the full price they sent my account to a collection agency. [redacted]

Also, their website (London, ON) indicates that they are Revdex.com accredited when, in fact, this doesn't appear to be the case?

Review: On 8/7/2015 @ 1:19 I received a call from your office and was told that you all wanted to come out to my house to spray for bugs, I rejected this service and the response I got appeared not to be very welcoming to the rep, because I told him I was spraying my own home, he wanted to know what I was using and felt it was not as effective. I changed the subject since he was not satisfied with my answer, I expressed my concern over the many weeds that were still in my yard and did not feel the application you had put on my yard was sufficient as I am not satisfied, so I was informed that “ I can always call and ask for an application with no charge and that he will send someone out to take care of it”, I was told it would be about 3 days, again with no charge. While on the phone I was watching a worker from your organization spray my neighbor’s yard and I was not impressed with this method he used, her yard is twice my size and he only put very minimum on her yard. So I see why I have so many weeds if this is the way your service is performed. The rep at this time talked about Aeration and I said you will have to let me know when this will occur, he said in the fall. We are still in the summer so I said good I will need to as my finances at that time to see if I can have this service. On 8/10/15, my daughter was at my house and heard a knock on the door and a lawn mower so she did not answer the door. My yard gets mowed on Wednesdays so I was not sure why the lawn man was there. She was not aware of this. When I arrived home my grass did not look mowed and I asked her who was in my yard. She did not know. On Wednesday 8/12/15, she said someone came to the door. She saw the Truck, so I said good trugreen is there to take care of the weeds as promised .

I have received many phone calls and I am very disappointed in your organization as I have not approved for you to work in my yard, other than weed control. The only authorization you were given is to spray my yard from my complaint. You have charged me for this service and for a service I did not approve. The notice below states I would be informed and I was not. I am requesting for you to adjust this bill as these services were not authorized.

Please remove these erroneous charges from the Credit organization Transworld systems.

I have sent them Emails and they refuse to respond, I have made 3 attempts and I still get collection notices.Desired Settlement: Adjust the account and remove my name from future list as I do not want to deal with an unfair organization.

Business

Response:

TruGreen will remove the balance of $307.98 from the outside collection company. TruGreen will also add the customer's information to the Do Not Contact database.

Review: True Green states that we had a yearly contract to spray our grass for weed control. The year before we only had 2 sprays done. The next winter we moved and over this last summer they sprayed at a house we did not live in. They then what us to pay and are not even willing to work on a price. We have no signed contract month to month. This company is just about the bottom dollar. We paid but we would never use them again.Desired Settlement: We paid the 48.92 because we did not want to go to collections. We would like a full refund.

Business

Response:

We have credited the customer’s account $48.92 and there is a customer follow up request for a refund to be processed for 9/5/13. [redacted]. also called and left a message for Mr. [redacted] yesterday 9/4/13.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9690354, and find that this resolution is satisfactory to me.

Regards,

Review: Last summer we were approached by the sales rep. with a hard sell of their service over the one we were currently using. (lawn and tree care). We agreed to try them for a year when they made us a deal we could not turn down. After the second lawn fertilization/weed treatment one of our 10 year old established and very healthy trees died. The leaves were curled and yellowing at 3 days after the service and by 2 weeks all the leaves were brown and falling off the tree. I called them on day 3 and someone came out to see and photograph the tree. We discussed that they had done something that was detrimental to the health of the tree and it was dying. They wanted to wait until spring of 2014 to see if it made it back and were having a hard time understanding how they could have killed the tree. Discussion at that time was that if the tree did not survive, it would be replaced with a large tree (approx. value of $200-$250) to replace the one they killed. We continued with their services through the rest of the year and 2 in the spring of 2014. Called after the second 2014 service to see if they were going to come out and verify that the tree was dead so a new one could be planted at their expense. Today (4/18/2014) my husband took their phone call. They are refusing to do anything for us and are not standing by the deal to replace it. Very disappointed with the care. I would have cancelled their service after killing the tree last year if they had been honest and upfront that they were not going to stand by their word.Desired Settlement: Pay to have the tree replaced with a large tree of compliable size.

Business

Response:

TruGreen is looking into this complaint.

We will be talking to all parties involved with this matter.

TruGreen will respond in more detail by 5/2/14

Thank You

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Looks like they are just looking into the complaint, so there has not been an actual decision made. It would be nice to receive the money it will cost to replace the tree. Awaiting an actual response from the company, not just "looking into it" as the response.>

Regards,

Business

Response:

After doing some research on the [redacted]'s account TruGreen has responded: The lawn treatment in question was completed on 8/27/13 with fertilizer and broadleaf weed control. The next contact that was had with customer was on 9/12/13. This is 16 days since the lawn treatment. TruGreen responded with a property visit and noticed that there were broadleaf weeds underneath the drip line of the tree in question. This is what made it difficult to understand how herbicide would of translocated into the tree if the contact herbicide would not of even effected the weeds under the tree. The tree in question did not show symptoms of herbicide damage, which is typically twisting or curling of the outer leaves. Herbicide damage that is taken up through the roots typically will not happen within 16 days as trees take sometimes months or years to show the results of damage or stress. The herbicide that TruGreen uses is diluted to a less that 2.5% from concentrate. The majority of the herbicide is tied up in the top 1-3 inches of soil, which is not where tree roots are located. The tree showed symtoms of a possible root problem or lack of moisture. This is usually dry brown leaves. TruGreen has only been on the property one time in 2014 and that was to apply a granular fertilizer only to the lawn. TruGreen has not seen the tree in 2014 since the possible leaf out. TruGreen would like to work with the [redacted]'s to find out the cause of the decline in the tree, but would need permission to visit the property.

During the property visit the [redacted]'s had also mentioned that there had been a different tree in the same location at one time and that the [redacted]'s had come to the conclusion that the cause was a weed and feed type product that they were appling to the property. The attached files of satelite images show that at one time there was a different tree located in the same spot of the property. This is a further indication that there may be something in the soil that is causing trees to decline in that area of the landscape.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

The tree was replaced approximately 8-10 years ago. soil was amended and nothing was found to be of a problem. The previous tree was killed by weed and feed and died exactly the same way. [redacted] was then hired and we have had no trouble since.....we switched after a high pressure sale and after the second lawn application is when the tree went south and died like the one 10 years previous. The weeds around the tree were still there, and they were also still in the yard(I had them come back out a second time when the weeds were not responding to the broadleaf herbicide and it was after that application that the tree starting to quickly die....) If they don't want to reimburse the cost of the tree, then this is over. I initially asked them to come out and look at the tree, but apparently they did not send anyone and made the decision with out doing so. My husband took the call that they said they were not going to reimburse us the cost and at that time fired them. If they want to come see it now, they can do so. But we will not be hiring them for any future service after this. It would be nice to be reimbursed. But sounds like this is not going to happen. Very disappointed.

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Review: We contracted with TruGreen for a 1 year service on our lawn in the fall of 2012 through the fall of 2013 with the inclusion of a perimeter bug spray in the fall of 2012. The bug spray was performed as agreed to and one lawn application in 2012. Starting in the spring of 2013 they made a few applications which were incomplete. After the incomplete applications the serviceman would leave a note saying he could not access the backyard due to the dog. Apparently he did not realize that my wife was at home and had the dog inside. Also we have a long lot and they only treated the eastern 1/3 of our lot once when I happened to be home and caught him packing up his equipment to leave. They consistently showed up without calling ahead despite TruGreen's suggestion of this policy to avoid issues with the dog. After another incomplete application in August, which again my wife was home for and witnessed, we called to terminate the service and have the remainder of our money refunded. TruGreen claims to have honored their contract of 1 year of service despite the fact that they did not. When asked to produce records of service calls, they produced one showing that 3 applications were made in a 10 day period in late September of 2012. During this period we were having the windows replaced in our home and the lawn was covered with staging materials and heavy equipment, making their claim impossible. Their contract requires arbitration in the event of dispute, but they refuse to provide the contact information to initiate that process. We did finally get a partial refund, $90 out of the $243+ that they owe, after spending literally weeks on the phone with their representatives.Desired Settlement: The refund of the remainder owed.

Business

Response:

The services that TruGreen performed for the [redacted] residents are as followed:

2012

9/19/12-Targeted insect control- Pest spray around home- No charge promotion given away for new customer

9/20/12-Lawn treatment-Fertilizer and weed control to property. talked to mr on property-$88.70+ tax charge

9/20/12-initial Start up fee-Service charge to new customers-$50+tax

9/20/12-Insect inspection on lawn-Checked lawn for damaging insects(none were seen at this time)-no charge service

10/29/12-Lawn service-Winterizer treatment applied to lawn- $88.70+tax

There were no phone contacts with customer during fall of 2012 noted in our system.

2013

4/03/13 -Lawn treatment-Spring fertilizer-$88.70+tax-(no notation on service sheet back not completed)

4/18/13-Aeration on lawn-$114+tax-(No notation on service sheet back not completed)

5/17/13-Lawn treatment-$88.70+tax (No notation on service sheet that back not completed)

6/28/13-Lawn Treatment-$88.70+tax ( Back lawn not completed due to mechanical failure noted on service sheet.) Back lawn is appr. 400 sq feet of the 18000 sq ft that was being treated.

9/13/12 customers called in to prepay for service and received the 10% discount for the services. Total service charge was $607.50. -10%=546.75+tax=$594.32. This is what they paid. Adding up all the the treatments that were completed this equals the above amount.

During the 6/28/13 the back lawn was not treated and customer was refunded the amount of the whole price of the lawn application of $95.88 which included tax.

I have attached all the service records and a map of the property that shows the sq ftage of the back lawn for the [redacted] properties. There was never a mention from the customer nor the lawn specialist noted that the back lawn was not completed during any of the treatments except for the 6/28/13 treatment. There was never any communication that from the customer or the lawn specialist of any sort of heavy equipment or window materials on the property during any of the visits. With the size of the lawn that the [redacted] own if there was equipment or material on the lawn this would have equated to only a small fraction of the whole property that was being treated. TruGreen considers the service fulfilled.

Review: I received a past due notice that my service was put on hold due to my failure to pay the May bill. I am not paying this bill for these reasons:

1. I received the bill stating my account was past due. I’ve never received an initial bill for the May service so how can this be past due. This is the 3rd or 4th time I’ve gotten past due notices without ever receiving an initial bill. I paid both March and April’s bills together, before even getting a bill for April because I knew you would neglect to send me an initial bill for April.

2. I did not ask for grub control but it was provided, increasing the cost of service to $119. I was never told I was getting grub control. I do not have grubs and if anyone had discussed this service with me, I would have told them I did not want it.

3. I realized after the April service that you have not been fertilizing/weed control over all the space I had initially indicated I wanted sprayed. I had to leave a note for the provider to ensure all my lawn was sprayed. I could then tell he did because my first row of flowers and some of my tree limbs have died.

4. I have consistently indicated in surveys that I am not happy with the service. My lawn is pale green, is not healthy and is struggling. My lawn looks no better than if I had fertilized it myself. I have asked the local manager to come out and discuss my concerns. He has failed to do so. Consequently, in early June, I cancelled my service with Tru Green. When I received the first past due notice for June, I called the company and complained about the service when I cancelled. I then wrote them a letter on June 23rd indicating that I would not pay the bill due to the reasons addressed above. I have received a second overdue bill 7/14/15 that indicates they will forward my case to collection if I don't pay. No one from TruGreen has responded to my letter sent to the Spokane office in June.Desired Settlement: cancel the $119 bill that they are threatening to send to collection.

Business

Response:

Upon review the account, the account was set up on the easy pay option, but the credit card was cancelled and the payments were not processing. The General Manager, [redacted] has agreed to credit the balance of $109.00.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' response. If you wish, you may update it before sending it.]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,