TruGreen Limited Partnership

Hello, First and foremost I would like to apologize for all of the frustration and inconvenience this has caused. I can certainly understand how this is frustrating and unacceptable. The ball was definitely dropped and again we apologize for this. The payoff has been paid by...

our CFO and GM on 5-18-17. Please feel free to contact me if there are any further questions or concerns.  Thank you, Cindy D[redacted]Customer Relations Manager713-558-8219

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept Ms. D[redacted]' offer to bring my truck in on Tuesday for an estimate. I can bring it in at 7:00 a.m.  Thank you, [redacted]

Hello,
I had my Used Car Director Print out a [redacted] for me this morning for Ms. [redacted]s vehicle and as of today no accidents/damages have been reported to [redacted]. I have attached 4 pictures of the [redacted]. Please feel free to contact me if you may have any questions or...

concerns.
 
Thank you,
Cindy D[redacted]
Customer Relations Manager
Cd[redacted]@mikecalverttoyota.com   
713-558-8219

Hello,
I spoke with Rick [redacted] (GM) and he mentioned he told Peyo [redacted] (Finance Manager) to send the documents via [redacted] and with a signature guarantee to assure that the cust gets them and to call her. Peyo called the cust to confirm her address and...

told her he was sending the documents via [redacted].  Peyo told us he had already sent the documents to the customer three times. Peyo sent out the documents today, cust should be getting them soon.
 
Thank you,
Cindy [redacted]
Customer Relations Manager
Mike Calvert Toyota
713-558-8219

My experience with Stonebridge was very professional. I really appreciated that the guys that installed the roof was very diligent about completing their work. [redacted] was excellent to work with. He was the first person I met from the company, most of all the job was completed in a timely manner. I am very well pleased about my new roof. A job well done. Excellent crew to have working for you.

Tell us why here...We spoke with [redacted] and reviewed the lawn care program applications The program the customer signed included grub control which occurred in june with a regular lawn application. In addition, [redacted] had called Customer Service earlier in the year and asked that his back...

yard not be treated for that application. The customer service representative made the change to frononly for the entire season. Based on the sales process and customer service issue, the customer was refunded the money paid.We did resign [redacted] for a new program to starrt this year.

[redacted]
 We would like for you to come in on Tuesday to our Body Shop and get an estimate on how much the repairs would cost. Once the estimate is given we can get together and go over it. Please feel free to contact me to give me a time on when you would like to come by...

on Tuesday, Body shop hours are 7-6 and I am here from 8:30-5:30 Mon-Fri. Looking forward to hearing from you. Cindy D[redacted]Customer Relations Manager[redacted]
[redacted]

Initial Business Response /* (1000, 7, 2014/09/09) */
I spoke with Mr. [redacted] on 8/26 at that time I let him know that I refund his $58.00 for the application that we were not able to treat the back lawn. When the tech. was out there he could not access the back so he put in a svs call to go...

back out to treat after we gave Mr. another call stating we would be out. Mr said still did not want our service and cancled. Mr said that he was satisfied at the end of the conversation.

[A default letter is provided here which indicates your acceptance of the business's 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 would be satisfactory to me.  
  No you may not pull my credit. You may wait until I hear back about this. I do not trust you people to follow through with anything (multiple issues in multiple areas of the business have lead to this lack of trust).I do not trust your word on anything at this point, and seeing that I get nowhere without the Revdex.com, this will remain open until I know for sure

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
I went back to the dealership on [redacted], and the balance and alignment were re-done to my satisfaction free of charge. No further action is necessary. Thank you.

Good Morning, I had my Finance Director call [redacted] and unfortunately due to customer privacy we were not able to get any details. There are two options to try and get information 1. You would have to personally call [redacted] and request credit information  or 2. Fill out a credit app (in person or [redacted] so we can physically pull your credit. I apologize for the inconvenience, please feel free to contact me if you have any further questions or concerns.

Review: 5/15/15

To Whom It May Concern:

We paid Trugreen in advance for lawn services for this (2015) season, slightly more than $508.00. The services should have started with preemergent lawn service and periodic services thereafter. So far no service of any kind.

A few weeks ago, a Trugree representative came to the door, attempting to sell us Trugreen lawn service! We told him we already paid for the entire 2015 season, in advance, but so far no service. He checked and said "you're not in the computer". No one ever came back to start service despite a specific start date.

It is already too late in the season for some of the most important seasonal service. Yesterday I called customer service to request a total refund since the weeds are already everywhere and there was no service so far . I was told that my request would take 10 days. I asked to speak to the supervisor, but they were gone for the day and would call me tomorrow.

It is now "tomorrow", 7:23 pm. Just finished talking to the customer service rep, the superisor who was supposed to call today is now supposed to call me on Monday, or as stated later in the conversation, early next week. I asked how much money would be refunded and was told it would be in the $470 range. said I want 100% refund since there was 0% service.

Please help me get my money back. I think it is possible this may be a scam and am concerned I may never get my money back, because I keep getting put off by everyone we talk to, including people who have come to the house trying to sell us services after we already paid for it.

Thank you

Wendy SkrochDesired Settlement: I think there should be no problem refunding 100% considering no service was rendered at all. There should be no delay with the refund. I should not have to wait 10 days, the check should be in the mail by now.

Business

Response:

Thank you for your feedback. TruGreen appreciates the time taken to provide us with your concerns. TruGreen apologizes for the concerns you described and any discomfort or offense you experienced. That is not the level of customer service TruGreen and our customers expect.

TruGreen issued the refund in the amount $505.77 May 18, 2015.

Consumer

Response:

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

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

Review: On Wednesday, June 11, 2014 TruGreen left a note on our front door stating they had just performed lawn service to which we never asked for. My wife called and spoke to a customer service agent who said this is a "revolving service" each year. I said I never asked for this. We first used them 2 years ago when a sales agent came to our door. We used them that year and then last year they called and asked if we would like them to come back and I said sure. Now this year they just showed up without authorizing this. There is no contract with them and even the customer service agent agreed. She did nothing to make the situation better. I told her I was going to contact the Revdex.com and she said ok go ahead and do that. I do not feel it is fair to perform a service when you did not ask for it. She did not once ask if I would like to speak to someone in management. I mean what if we didn't live at this address any longer and someone else owned this house??Desired Settlement: Well I would like to pay nothing at all since we never asked to have this done but would settle for half. We would then have to agree to be called prior to any future service and NOT just show up. This is trespassing!

Business

Response:

TruGreen aplogizes you did not recieve the customer service expected and the inconvenience. TruGreen will issue a credit $72.52 balance on the account. Once the credit is issued the account will have a $0.00 balance. The management at the local office will be happy contact you to follow up regarding this issue if you like.

Consumer

Response:

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

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

Review: TruGreen has billed for a service not rendered. The company claims that an account was opened on 5/10/13, service was provided on 5/10/13 and the account was closed on 5/13/13. The service was for an elderly parent, who I was personally staying with during this time. When my elderly parent called the business to question the erroneous billing, she was told that there was no question that her lawn had received a weed treatment and she needed to pay for it. Reluctantly she wrote a check for the service. As executor of her account I questioned the payment. Multiple calls were made in the last 4 weeks to the business. On 7/13/13 the company agreed to refund the payment, 2 weeks have passed and I am told it is still "pending" with no further explanation.

I am considering filing a criminal complaint of fraud. Someone at this business falsely claimed to have provided a service to the home of an elderly woman, then is backed up by a belligerent billing department that went so far as to suggest that kids must have "removed the little signs" from the yard that they always place to warn others to keep their pets and kids off the lawn. No service was ever provided as I was personally at this house WORKING IN THE YARD over Mother's Day weekend!!Desired Settlement: I would like the payment refunded, an explanation from this business as how this happened, a letter of apology and assurance that they will never provide service to this address as long as I own the property.

Business

Response:

I would like to apologize to [redacted] on behalf of Trugreen. We certainly did not mean to cause any stress. [redacted] has been a customer with Trugreen for several years now. Every spring we do 1 application for her. This has not been a problem in the past. In no way did we intend for her son to feel like we were taking advantage of his mother. I have made the account no solicit and it has been cancelled. I am also checking with our corporate office in Memphis, TN about her refund. We requested the refund on 7/16/13 after the application was credited. It can take up to 3 weeks for corporate to cut and mail a check. I have asked them to rush the process for [redacted]. I have been informed by corporate on 7/26/2013 that check #[redacted] for $46.95 was mailed to the home on 7/22/13. They should be receiving the check any day.

Consumer

Response:

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

The

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

Review: I prepaid for several services with TRUGREEN in the summer of 2014. One of the services I purchased included several treatments to my lawn with one of the treatments being completed in the Spring of 2015. I did receive all treatments, however TRUGREEN came back without my acceptance and treated my lawn again and billed me the amount of $42.20. I have contacted TRUGREEN to dispute this charge and they claim I have to call to cancel service or they just keep coming. I informed the lady on the phone that I didn't agree with the service and I wanted this bill to be cleared. I also at this time told her that in the past I have always prepaid before any service. Lady informed me I did agree when I signed up. I asked her where I received information stating that I had to call and cancel. I never received any sort of a notice stating that if I know longer wanted the service I had to call and cancel. Lady was very nice and said that she would forward this complaint to the correct TRUGREEN dispatch and they would have to reverse the charges. I have never heard from them again until I received a collection notice in the mail this week.Desired Settlement: Reverse of charges and removal from credit report

Business

Response:

I am sorry for the confusion, I will reverse the charges and make sure the collection agency is notified of the 0 balance.Thank You[redacted]?

Review: We contracted with Tru Green (paid annual fee up front) to maintain our lawn. The payment included 6 applications of weed control and fertilizer. They promised a lush green lawn free of weeds. The last application on 7/23/15 of fertilizer and broad leaf weed control had a very bad effect on the lawn. within two days the lawn was severely burned and brown. We called to complain and were told someone would be out within 72 hours to look at it. on 7/29/15 two gentlemen came out, applied fertilizer and one man told me he took pictures that he would share with his manager. He made the statement that "yeah, it's bad" they may need to replace it. On 7/31/15 I called and was told the information would be sent to a supervisor for review. Today is 8/4/15 and we have not hear anything from anyone. My wife called again today and spoke with Dave who told her he was not able to reach the [redacted] Mark [redacted]. Dave gave her Mark's e-mail address, but no resolution.Desired Settlement: We want the front lawn returned to it original condition (i.e. green, not brown). The lawn needs to be green, not brown. We also want a refund of our original purchase price to cover the inconvenience of trying to get this resolved. We need someone to contact us that is going to correct the situation.

Business

Response:

Upon review of the account, TruGreen has agreed to provide an aeration and seeding to the lawn at no charge.

Consumer

Response:

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

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,

Review: Twice now, TruGreen has come onto my property (trespassed) without permission to apply chemicals to my lawn. I never ordered or signed up for their services. The first unauthorized service occurred in March. They spread chemicals all over my yard, and I still had my dog's toys out there, which were saturated in chemicals. I subsequently had to throw them all away. Totaling about $80. They also over-applied chemicals in my front yard, killing half my grass. They did come out and put grass seed down, which was JUST starting to grow. But they came back again on 5/28 for another unauthorized service and applied more chemicals again. Once again I had to throw away about $30 worth of dog toys, and they potentially killed the young grass that I have been attempting to grow to fix the issue from their first unauthorized service.

So far their customer service has been less than helpful regarding my dis-satisfaction.Desired Settlement: I would Like TruGreen to reimburse me for the dog toys that were ruined. I also expect them to hire a landscaping company to fix my front yard. I do NOT want TruGreen to attemt the repair, and I do NOT want them on my property ever again.

Business

Response:

The Service Manager, [redacted], review this complaint and reported the following details regarding Mr. [redacted]' s account:

Client, [redacted]) agreed to a healthy lawn plan for his property on 3/4/15, with our sales representative, [redacted]. The 1st visit was performed on 4/7/15 and was a granular application crab grass control and fertilizer only, no liquid. The Specialist, [redacted], noted to the client that the lawn was showing signs of winter injury, and could analyze the severity later in spring and make recommendations at that time. Mr. [redacted] called the same day saying he never started the service, after said application was completed. His account was credited the entire $49.34 and the account was cancelled, that day.

Review: The company provided and billed unauthorized services that I had no intention of renewing. They also failed to reply to my phone complaint as promisedPer statement language: "we will remind you that your program will resume in the coming year, and we will also give you an opportunity to save money by prepaying for next year's program". I intended to cancel my "Healthy Tree & Shrub Plan" after my pre-paid year expired, and the company did not provide the aforementioned notice (which would have let me know that my renewal was imminent, and would have provided me the opportunity to cancel at that time). The company provided a treatment on 10/31/15 that I assumed was part of my pre-paid year, and I was surprised to receive a bill for $73.57 on 11/10/15. They ALSO provided a treatment on 11/10/15, and when I called to complain that evening, I was told that my account balance was $147.14. The woman I spoke with offered to write off half the bill, but I declined because I fully intended to cancel my service when I received my prepay reminder. She said that she would have a manager call me on 11/11/15 to resolve my issue, and I did receive a call from the company on the 11th.. but it was a solicitation from someone else to purchase ice melt.I've had recurring issues with pervasive and aggressive cross-selling like this with the company, but that isn't the focus of this complaint. Desired Settlement: I would like my balance of $147.14 on my Tree and Shrub Service account written to $0. I'd also like written confirmation of the write-off and my cancellation of Tree & Shrub Service (I cancelled over the phone, but I'd like it in writing).

Business

Response:

TruGreen issued a credit in the amount $147.14 for the two disputed tree/shrub applications. The tree/shrub service is cancelled and has a zero balance.

Consumer

Response:

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

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,

Review: I see that I am not the only one who has had this happen to them and I also went through the same scenario as another couple, so let me reiterate the same situation that happened to us: On 4/21/15, TruGreen left a note on our front door stating they had just performed lawn service (sprayed weed and feed)to which we never asked for plus we had just re-seeded our grass. My wife called and spoke to a customer service agent who said this is a "revolving service" each year. I said I never asked for this and did not contract it for 2015. We first used them last year, 2014, for only that year at a special cost when a sales agent came to our door. Now this year, 2015, they just showed up without authorizing and just sprayed weed and feed on our newly seeded grass, killing all the new seed and preforming a service we did not contract. There is no contract with them. The Cust.Service guy did nothing to make the situation better. I do not feel it is fair to perform a service when you did not ask for it especially since doing so would warm our new seed which we had just applied. He made no attempted to rectify this situation. As the other people who complained had mentioned " I mean what if we didn't live at this address any longer and someone else owned this house??"Desired Settlement: We don't want to pay for the application. I do not want to pay for a service we didn't ask for and therefore do not want to pay for it. The weed and feed killed our seed we just had put down and also we were told that our dogs skin condition may have been caused by the chemicals used on the grass last year and that is another reason we did not contract for it this year. They harmed us much more than the application cost.

Business

Response:

It is not TruGreen's policy or intent to provide unwanted services. TruGreen states on PrePay offer letters: Continuous ServiceTo optimize the effectiveness of your program, it is important to apply the right products at the right time. For this reason, your program continues from year to year without any action on your part. At the end of each season, we will remind you that your program will resume in the coming year, and we will also give you an opportunity to save money by prepaying for next year's program. Remember, even if you choose not to PrePay, the program will resume unless you contact us and cancel your program.TruGreen mailed the PrePay letter in October 2014 and February 2015. TruGreen did not receive notification to cancel until after the service was completed. The account is cancelled. As a gesture of customer and an act of good faith, TruGreen issued a credit to the account in the amount $186.03 for the disputed application. TruGreen apologizes for any inconvenience.

Consumer

Response:

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

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

Review: I was charged 116 dollars for a service that was not done on my house.Desired Settlement: I would never recommend this business to any one.

Business

Response:

Terry called him and left a message stating what he did to the property on 7/8/15 (Grub Control, Lawn Application). Bonnie Penigar was out there on 7/20/15 for a service call. We have also completed a slit-seed on this property as well.