TruGreen Limited Partnership

Review: This complain is with regards to:

Billing and Collections: erroneous collection notice

Contract issue: A Failure to honor a contract

Service Issues: Failure to provide a written statement

Collections Issue: Grub Control Collection Notice:

The first notice from [redacted] was dated 9/21/2013. I did not authorize the grub control and I notified TruGreen of this multiple times and a credit was applied on 9/19/2013. Please note this is before the first collection notice.

Contract and Service issues

I notified TruGreen in July that I would be withholding payment until they confirmed that my back yard was being serviced. I notified TruGreen Corporate and the local branch.

I observed that the back yard had regressed to look as it did the year before I started trugreen, with noticeable difference in color, thickness and weeds. Front yard continued to make progress. I was unable to confirm visible pellets in back yard after service, but was able to confirm pellets in the front. TruGreen corporate informed me that the service notes listed 1000 sqft applied. This is incorrect as my yard is only approximately 900 sq ft per TruGreen. The representative informed me that I was correct and the minimum the service tech can log is 1000sqft. So if the minimum they can log is 1000sqft how do we know if he applied 900 or 450?

Local Branch also informed me they would see to it that I received a 50% credit for all services up to 7/10/2013 preformed in 2013. The total of these services equaled $201.40. Per our verbal agreement I am owed $100.90.

Since my complaint to customer service and local branch the back yard is being serviced and I can see a noticeable improvement.Desired Settlement: Remedies:

Issue check payable to "customer" for the amount of $100.90

Provide a complete statement of my account including past history

Provide a complete statement, internal notes, and customer service records related to my account

Proof that my credit score has not been affected.

Remedy to TruGreens system so they can accurately track service on accounts under 1000 sq ft

Cancel my account effective December 31st, 2013

Provide 2014 renewal offer that accounts for my lack of service and time responding to improper collection notice.

Business

Response:

We will issue a refund in the amount of $100.90

Trugreen does not report any customer information to any collection agencies

The minimum pricing and square footage is the amount currently being charged on the account,. Any property with square footage of 1000 or less pays this price

The account will be cancelled at the end of 2013

Consumer

Response:

I have not received the credit. When I settled the debt before collections out of frustration with Trugreen and feeling like I had no option, I tried to cancel but was given two services at half off if I stayed a customer. I only received one discount then was billed full price.

I understand their minimum billing amount and that was not I question. What is not right and leaves the door open for this to happen to others is their technicians only apply less then 1000 soft of product to small yards and mark it as 1000. I have no idea if I receive 900sqft like my yard is or only 600? When they simply mark 1000 on everything.

Thank you,

Review: I prepaid for 4 service visits during 2013 (2 Spring visits and 2 fall visits) I received only one visit thus far. My second lawn treatment was scheduled for 5/13 or 14; no show-I called. asked to have a call from the manager at the branch which I never received- and they said they would be there 5/24-no show--I called, repeated my request for a call back-never received. I have called 2 more times-even to the corporate level but never receive a call and have not received the schedule and pre-paid lawn treatment.

I do not think that this company will honor my contract to provide the services as they are to be scheduled.--I also do not trust that I will receive a refund if I cancel my contract.Desired Settlement: I want the services I paid for.

After I receive them for this year I will cancel the contract.....although I have read reviews of Trugreen [redacted] from others who say that it becomes very difficult to cancel

I hope some agency will investigate this company.

Business

Response:

Review: True green has said they performed services and has not.. Received 7e mails that service was performed. Contacted True Green 10 times and requests Manager to call does not happen. Left 2 numbers to call. Branch Manager left message and stated serve ice was done again did not happen. Cannot get any manager to sleek to me directly and perform service that was prepaidDesired Settlement: I want service performed now at no charge and have local manager to call me with explanation of story that service was performed

Business

Response:

Review: TruGreen of [redacted], PA failed to provide services which I prepaid at the beginning of the year. They did not show up to treat my lawn at the scheduled times. Each visit would take 3 or 4 calls to their 1 800 number where they would ensure they would arrive within 3 business days. They would repeatedly not show up. Their branch manager, does not have a listed branch telephone number to call. When a message is left with their 1 800 "service" center requesting a call from The branch manager, he never calls back. The service center acknowledges how late the applications were applied to my lawn, particularly waiting until late June for the first pre-emergent application.Desired Settlement: Develop business practices that respects to customers or get out of business. Communicate honestly with customers

Business

Response:

The customers lawncare program consists of 5 yearly lawn treatments of which only 2 were completed due to scheduling issues on our part. We will be refunding the remaining prepaid amount.

Review: I ordered aeration and over seeding service in August, called back to determine grass seed type. When I learned the grass seed type, I change to aeration only without over seeding since the grass seed type was not compatible with our current grass type. I prepaid by credit card on August 21st 2013 to obtain a 10% discount. I called in late August to see when the service would be performed and was told they were waiting until the weather cooled. I called in Mid-September and was given a date of September 27th. The service was not performed. I called again and was given a date of October 16ht or 17th. Again the service was not performed. I called again on October 21st and the representative told me it was schedule for the week of October 28th. I demanded someone from the local office call me with a specific date and why the service was not performed when promised. The call center rep then said it would be performed by the end of the week of October 21st. The service was finally performed on Thursday October 24th with over seeding!!! - now our lawn will have the undesired grasses in it. We are totally dissatisfied with Trugreen.

Business

Response:

Customer signed up for an aeration and seeding on 8/21/13. Customer did not receive any other lawn care services from TruGreen in 2013. Aeration and seed was performed on 10/24/13. Notes on the account indicate that customer did not want the seeding done due to the reasons stated in the initial complaint. The work order was not properly updated by our call center and the field technician performed the work as specified in the work order. TruGreen uses a premium Tall Fescue grass seed which is chosen specifically for our region by our trained agronomists. This type of grass is both heat and drought tolerant and blends well with other type grasses. TruGreen has a 100% satisfaction guarantee. This customer was not satisfied with the work we performed and therefore TruGreen will refund 100% of the cost of the aeration and seeding ($223.24).

Review: I requested lawn care weed control - offered a price and accepted- 5 applications thruout the summer of 2012 - I would not pay via credit card because of concerns of abuse - I do not have a contract locking me to anything beyond this 2012 service. After a 4 applications and no improvements to my lawn, I canceled the service. Tru Green accepted the cancelation (Oct of 2012) - spring of 2013 I was given a notice of another application - called to state I had canceled they stated I had credit and they must apply it, but assured me I was canceled. Got another notice in for 1st week of May, when called I was told this would be stopped - was not and they applicated 5/1/13 followed with a bill for $242.51 - I again called 4th time and was told cancellation and credit was applied [redacted] Cancellation #[redacted] - however since have a collection agency trying to collectDesired Settlement: cancel the bill never call me again

Business

Response:

Above account has been closed and amount in dispute has been withdrawn from the collection agency. Customer will no longer receive any outside agency collection calls.

Review: I am reporting harassment and inferior service and double billing by TRUGREEN. Below is a list of just the most recent phone calls we received from TRUGREEN since June 27th. Half the time there is no one on the other end. We canceled our service with TRUGREEN (date unknown but around April 2014) because of their harassing phone calls, yet they continue to call and show up. We received a message yesterday about service scheduled for today 7/22/14. We immediately called TRUGREEN to cancel service yet again. Spoke with a J.T. on 06/21/14 at 1730. He was rude and condescending and said he would try to cancel. In addition, A representative actually came to our door on 7/21/14 at approx. 1600 - my son answered door as I was not home yet. Then he calls at 1850 last evening. I yelled at him not to service our property tomorrow and if someone shows up I will call the cops. Low and behold at 1050 this morning, there is TRUGREEN spraying my lawn! I immediately went outside to berate TRUGREEN. Tracy, a very nice young lady was a subcontractor for TRUGREEN so the fault was not hers.

Date Time Name



06/27/14 [redacted] TRUGREEN ###-###-####

06/28/14 [redacted] TRUGREEN ###-###-####

06/30/14 1604 TRUGREEN ###-###-####

07/01/14 [redacted] TRUGREEN ###-###-####

07/01/14 2032 TRUGREEN ###-###-####

07/03/14 1745 TRUGREEN ###-###-####

07/05/14 1615 TRUGREEN ###-###-####

07/08/14 [redacted] TRUGREEN ###-###-####

07/09/14 1438 TRUGREEN ###-###-####

07/11/14 [redacted] TRUGREEN ###-###-####

07/21/14 [redacted] TRUGREEN ###-###-####

07/21/14 1543 UNAVAILABLE ###-###-####

automated call ahead service for TruGreen.

07/21/14 1850 [redacted] ###-###-#### (TRUGREEN). Gentleman that came to house.Desired Settlement: TRUGREEN to accept responsibility for poor customer service and apologize for their harassment of us, their client.

I DO NOT want any phone calls.

Business

Response:

This customer recieved a grub application and a fertilization on the same day. These are two seperate applications and are billed as such, however they are typically completed at the same time. [redacted], did not understand this and felt she was being double billed. The invoice was not paid leading to collection attempts. To resolve this matter the we havce cancelled her account, per her request, credited her account to a zero balance, placed her on our internal DNC "Do Not Call" list, and the branch General Manager is sending her a letter of apology for the phone calls.

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. however, please note that over half of the phone calls from Trugreen had no one on the other end with even one call with the caller laughing and hanging up. This is the behavior of Trugreen that I am complaining about. The double application occurred concurrent with this phone calls.

Regards,

Review: A service technician applied a routine treatment to my lawn but used a product that was too highly concentrated, resulting in many large areas of dead grass. [I have pictures.] I called many, many times regarding this problem but my calls were not returned and each time I needed to re-explain what had happened. Meanwhile I received two bills for the treatment application. After many, many phone calls I was finally connected to the General Manager, [redacted], who promised to have the Service Manager, [redacted], meet me at my home several days later. We met and **. [redacted] took ownership for all of the damage. **. [redacted] and his assistant, the one who caused the damage, mixed topsoil and grass seed in a wheelbarrow, replanted the grass, and said they would return in two weeks to replant whatever seed does not grow. Two weeks went by and nobody returned to my home or called. I finally called **. [redacted] again who said that **. [redacted] must have lost my phone number and that somebody would come to my home on Friday [today], three weeks after the grass was planted. The same service technician did, indeed, come to my home today. I told him that I was pleased with the grass that grew but stated that he needed to replant the grass that did not grow, as he promised. The technician said he did not have any seed with him and that he expected more of the grass he planted three weeks ago to grow and that he would return in another week.Desired Settlement: I am not seeking cash and I did not have to pay the bill. I just want my lawn to look the way it did before TruGreen killed large areas of grass. I want my phone calls returned and I want people to show up when they say they are going to do so. I'm tired of excuses and having to fight to simply have my lawn repaired from the damage TruGreen caused.

Business

Response:

Following damage property was visited in early August (8/9) by [redacted] (Service Manager) and [redacted] (Lawn Specialist). Addressed damage by mixing seed with topsoil and working into burned areas. Also, there were some bare areas along the edges of the lawn (mostly small washouts) where we also added soil and seed. [redacted] was present. I told him that he could expect to seed germination beginning within two weeks and we would follow up shortly after in August.

Review: I signed a Service agreement with Tru Green Phone # ###-###-#### and Paid $261.88 in full on 03/12/2013 after several applications of Chemicals, my Lawn looks Horrible ,with Multiple Large burn spots down to the soil. The back of my Lawn even looks worse and I took pictures to prove it. After about 8 Phone calls to The [redacted] Service Office and Corporate Office all I get is Lies telling me somebody will be out to resolve the problem. As of yet no phone calls back from anybody and nobody has been out to look at the Lawn. I am totally fed up at this time.

My Lawn was in much better condition prior to their so called treatment which should be called destruction service. Any help in this situation would be appreciated I dont know what to do next

Thanks, [redacted]Desired Settlement: Full refund and restoration

Business

Response:

[redacted], Service Manager, met with the homeowner and discussed the issues in the lawn. [redacted] aerated and seeded the damaged areas.

Review: I was told I would recieved services of liquid and granular chemicals before 10 am approximatly each month to my lawn. I prepaid for the summer a price of $236.12. The agreement states if either party ends the agreement the balance will be refunded in 10 days. They came at 12:30 PM , applied only granular not both granular and liquid meant to control germinating clover and never came again. My lawn looked no better after 6 weeks, weeds everywhere. I called and cancelled May 15th. TruGreen states they would return $211 which I never recieved . I called a total of 8 times and each time was told it was going to be corrected . I called corporate and they said they sent a check, I asked if if had been cashed because I never recieved it, they said no, so we will send another check . I got a call from the General Manager, [redacted] at local branch promising a payment and ,again , four days later. I still never recieved my refund for unused services. they broke their promises to me repeatedly.From the sales rep to the general manager.Desired Settlement: reimbersement of $211.00 that is the agreed upon amount owed to me, without the old "Check is in the Mail" routine

Business

Response:

I'm not sure what happened with the initial request for the money to be refunded. That was done back in May and it shows that they sent a check but she never recieved it. I spoke to Mrs on Thursday July 3rd and told her there is another check that is being cut for her, but it would take a couple of days for her to get it. I said if she didn't have it by Tuesday the 8th (today) to call me and I would see if I could expedite the process for her. Our refunds don't come out of the local branch here in [redacted]. I will reach out to the corporate office and find out if the check has been sent out yet and then let her know and send an additional update.

Review: This problem concerns my lawn. I have a customer of TruGreen for many years. When they come to apply applications to my lawn, the money is automatically taken out of my checking account. About 4 weeks ago, a representative came to my door inquiring about my satisfaction with them and I replied that everything was fine except some weeds between my four pine trees. He said they would take care of that. On Friday, July 5, I was not home when they came and when I returned, I found that they had sprayed week killer over my entire lawn. It was in the 90's that day and until Friday my grass had turned brown. What happened was they burnt my grass. Since then I have been using a sprinkler system and it is slowly coming back and I am seeing some green. Worse in back then front. I cancelled my service with them and they said they would refund my payment of $40.48 and have someone come down to make sure it is not permanently damaged. Neither one of these things have been done and I have called them three times. I do not think I should have to pay for my lawn being damaged and if it does not come back, they are responsible for reseeding and feeding. Please help me.Desired Settlement: I would like my lawn followed up by them to make sure it comes back and if not repair it to the condition that it was.

Business

Response:

Service Manager [redacted] has visited the property of [redacted] at [redacted]. [redacted] determined that the lawn was burnt by over fertilization due to treatments being completed too close together that both contained fertilizer. [redacted] reports that [redacted]. [redacted] is watering her lawn in an attempt to get the lawn to recover. [redacted] states that some sections of the lawn appear to be 80-90% recovered while others are only 20% recovered. TruGreen will accept liability to repair any portion of the lawn that does not recover back to a condition it was in prior to the damages at no charge to [redacted]. [redacted]. [redacted]. [redacted]'s account has been credited for the application that was made and caused damages. This credit should be refunded in 7-10 business days.

General Manager

TruGreen #[redacted]

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jul 19, 2013 at 12:04 PM

Subject: Claim #[redacted]

To: [email protected]

You had asked me to respond to you if I had heard from the company (TruGreen). This morning a gentleman came to my door from TruGreen and said he was following up on your notice to them. He examined my lawn and as much as said it certainly was their fault and said that I should continue to water and he would keep following up and if there were areas that do not come back, they would fix it. I told him about my payment which they still have not credited my account and as of this time that is still true. Thank you so much for being so prompt and helping me in this very stressful matter.

--

*. [redacted]

###-###-####

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,

Consumer

Response:

This complaint has not been settled. I contacted them two weeks ago and told them that my lawn was not responding, especially in the back of the house. He called me back and told me that he had done a drive by and had noticed that my front lawn was coming back but the sides did not look good. I told him that the back was also very bad. He said he would be here next week (which would have been last week) to reseed. No one came. Yesterday I called again and she said she would notify the general manager instead of the service manager and I would hear from him.

That also did not happen. I am very upset that this has been completely ignored when they totally caused the problem. I would appreciate your help in this matter.

Thank you very much.

Business

Response:

I spoke to [redacted]. [redacted] on 9/7/13 and arranged for the lawn to be aerated and seeded at no charge to fix and restore the lawn. The lawn was aearated and seeded on 9/9/13. The results will now depend on watering.

TruGreen #[redacted]

General Manager

Review: TRUGREEN company sales to elderly and handicapped should be stopped. On behalf of my father who cannot defend himself, I want to make you aware of the difficulty in stopping service and billing from TRUGREEN. My father is ill with Parkinsons disease and lives alone. A TRUGREEN rep came to his house to sell lawn service. My father is not able to speak well or convey his thoughts. He "mistakenly" agreed to have his yard treated. He then called me to have it stopped. I had to call twice to have it stopped and he still received a bill from TRUGEEN. I work full time and find it hard to spend all my time helping him as it is. Now I have to spend additionl time on the phone to once again argue against this billing. NO SERVICE has been performed at his house and we do not want any. Please stop all sales to his address and stop billing him please. [redacted]Desired Settlement: Cancel his bill and stop all sales to his home address.

Business

Response:

Re: [redacted]

We certainly apologize for this , it certainly was was not our intent to take advatage. I have looked into the account and see account was already cancelled. The bill you are referring to was actually a Welcome aboard letter that is generated day of sale. This offers a discount to prepay all services. This had been sent prior to your cancellation. We have not completed any services to your property. Therefore there will be no more bills. I have added his number and address to our Do Not Solicite listing for the future.

Once again I apologize for the misunderstanding.

Customer Service Coordinator,

Review: I purchased a five application lawncare program off of TruGreen on April 4, 2013 for $288.27. They applied the first application and an hour later it rained. I gave the first application a couple of days to start to take effect on the weeds in my yard.It did not appear to have any effect on all of the dandelions in my yard.I called TruGreen to have them reapply because of their Guarantee.The were supposed to come out on Monday 6 days after first ineffective application.They did not show up and never even called to cancel.I called again on Tuesday to see when they would come out again, I was told I was rescheduled for this Thursday,3 days later.A TruGreen employee came to my house on Wednesday, when it was raining to check out the yard and informed my wife there wasn't any crabgrass, which I wasn't complaining about anyway, I wanted all of the dandelions and weeds gone.The employee did not put an application on the lawn on Wednesday.I waited all day Thursday, the scheduled day they were supposed to re-apply the weed and feed.They never showed up, no call to cancel.I called TruGreen the next day and cancelled my service and requested a full refund.A manager was supposed to call me to discuss the full refund.I have not received a call from a manager and they issued a refund of $230.61, they charged me $57.66 for a guaranteed application that did not work, and I have not received any calls from a manager.Why Guarantee anything when you do not stick behind your guarantee. I would not recommend them to anyone to provide service to their lawns.Desired Settlement: I would like the additional refund of $57.66. If you guarantee your product and it fails, as it did in my yard, a consumer should not be charged for something that did not work. And if a manager is supposed to call you to discuss the refund issue, a manager should do so. This is poor public relations on the part of TruGreen, and I find it very unprofessional.

Business

Response:

I called Mr [redacted] today 5/8/13, apologized that we had missed appointments and that he was not satisfied with the application. We have a new computer system that we are having some growing pains with. However that is not his problem that is ours. He is completely within his rights to request a refund for the first treatment as well. I have had the refund processed on our end today as well for the $57.66 requested and should see on his credit card within couple of days.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has performed this action and I consider this complaint resolved. The manager who called me was very friendly and understood my situation, and resolved my problem very quickly.

Regards,

Review: I agreed last fall to one treatment of my yard for a ground ivy problem. I did not want nor did I agree to or sign any contract for further treatments. Trugreen continues to harrass me and my wife by phone to try to schedule further treatments. I have called them and told them repeatedly to stop calling but the calls continue. I am on the no call list, but they will not stop. They have been told that if they show up to treat my yard, we will call the police and have them arrested for trespassing. I want the harrassment to stop and am tired of calling and telling them that I want no further dealings with them.Desired Settlement: I want TRUGREEN to stop bothering us.

Business

Response:

Thank you for contacting TruGreen regarding your previous account with TruGreen and a recent solicitation call that you received. I apologize that we did not meet your customer service expectations. Per your request we have added your information to our internal Do Not Call list. We have taken all steps possible from the corporate level and will do our best to ensure your request is honored to not be contacted by TruGreen in the future.

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I previously had their service; I discontinued in 2013. I have received at least a dozen sales calls from Tru Green in the past year, the most recent this evening. and I have asked - every time - to be removed from their call list. Yet, the calls continue. The sales rep shared with me this evening that while I can make that request, it generally is not honored.

Business

Response:

When the incident occoured last week we immediately pulled the records and found out who the sales rep was in question. It happened to be [redacted] who was helping us with some sales calls from another branch location. We pulled him into the office and stressed the importance of following our do not call procedures and what should have been done. I waited until today to reach out to the customer, [redacted] and offer my apology. I also sent an e-mail to [redacted]. with my personal cell phone # as well as my e-mail address if there is any more concerns or if I can be of any assistance in the future. Thank You, Greg Russell