Trugreen - Sterling

Review: I paid ($432) for a full year of lawn service in advance and trugreen did not perform the service in the expected time frame. I called them on two occasions inquiring when my lawn would be treated for the spring and it never happened. I've been calling trugreen for the last three weeks attempting to get my full refund back and given the same answer "it's in processing". I spoke with phone operators [redacted] and [redacted]. My account number is [redacted]. I ask to speak with a manager and am always told there is no one to talk to.Desired Settlement: Fund my payment.

Business

Response:

TruGreen corporate office processed the refund check in the amount of $423.63 on May 22, 2013. The check was mailed on May 23, 2013 and should arrive within seven days. TruGreen apologizes for the delay.

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 had a month to month service with TruGreen Lawncare Service Provider ("company") since early this year.

In July, I made a call to the service provider's call center/ customer support asking them to discontinue my service after July 2013.

Later in September, I called again to ensure that my service was discontinued which apparently was not. Sometime in October, I also sent a message to the company for discontinuing my service using the service provider's website that offers email/ messaging option to customers from personal online account access. Despite all these efforts, I continued receiving service by the company's technicians at its own accord without an appropriate notification. Since I was set up on autopay from the beginning, the charges kept posting to my bank account.

On December 3, 2013, a Technician from the company visited my place and coincidentally I was home. I asked him that based on my understanding my service terminated. And he stated that he presumes that the visit was covered under my prior contract terms. I then called the Customer Support again on Dec 4th and spoke to the agent of the company. This support agent confirmed that my service has been terminated and that any service performed by a technician would not be charged to me. She also confirmed that the account shows that any pending charges will be removed at no cost to me. On my further clarification whether I would expect any other or pending bills, she confirmed that I did not need to worry about that and that I could toss away any invoice left by the technician.

To my utmost surprise, despite so much of an effort from my end, last week I received another bill showing pending payment for Dec service that was due to me. So again (yesterday) on Dec 16th, I called the company's customer support where I spoke to a different agent. This person stated that my service was terminated after the Techician's visit of Dec 3rd, therefore I owed the payment. With so much of back and forth and change of position by the company, I finally gave up on expecting any resolve from the company to terminate my service and remove any charges that they purportedly associate to my consent or request.Desired Settlement: I request for your assistance in making the company realize that it owes its obligation to me to have terminated service by end of July.

While I kept being charged ever since todate, and every time I thought it would be the last time I would let them charge me since I kept asking them almost every month to discontinue my service,

I request that you assist in resolving this issue promptly. My service terms with the company were for $58/ service. Service visit was spaced at about every 6 weeks.

Specifically, I want the company to remove any pending charges they are now claiming in billing me for and send me a written notice of confirmation of my service cancellation with listing effective date.

Business

Response:

Review: Signed up for a yearly service to have a beautiful lawn. They removed weeds and we were left with dirt for a backyard. They aerated and seeded to correct the problem. It did nothing. I've tried since last fall to get them to come out to correct the problem. When they come out they say they'll call me to go over the plan to get grass back into our backyard. No plan has been set. My numerous calls are left unanswered. Nobody will help me. I have spoken to many customer service reps and two managers. They are all rude and always promise to help, none of them call me back. I've paid for a year of service, my contract is probably about up so I'm sure they'll drop that on me soon. This is completely unacceptable. I've got dirt for a backyard, my 3 children play in the dirt. I'd rather have the weeds back. I wish I never got their service.Desired Settlement: All I want is grass.

Business

Response:

On 06/06/14 [redacted] called [redacted] and apologized for the mishandling of her concerns & promised he would personally make sure a technician was out on Monday 06/09/14 to over seed & slice aerate the whole back yard. [redacted] also asked [redacted] to look at the lawn & give feedback on why grass not doing well in back. [redacted] evaluation of the lawn (which he relayed to [redacted]) is that the edges of the lawn are shady, and the back is surrounded by trees & landscape so the air flow in the back is poor, and in general the growing environment for grass is not ideal. [redacted] has been told that TruGreen will improve the back, but due to environmental conditions it will never be the same as the rest of her lawn that is takem care of by TruGreen and is in perfect condition. [redacted] also informed [redacted] that he will check on the lawn in about 2 weeks after we seed it to make sure things are improving. On 06/09/14 [redacted] the technician arrived at the property as promised & over seeded & slice aerated the whole back yard & left the customer paper work at the door. On 06/18/14 [redacted] returned [redacted]’s call from a massage she had left on his cell phone. After playing phone tag a few times, on 06/19/14 [redacted] & [redacted] talked about how long will it take for the seed to germinate. She was informed by [redacted] that with correct watering the seed will start sprouting in about 14 days from the day it was planted, and he also told her as promised he will check on the lawn next week.

TruGreen apologizes for not handling this issue as promptly as stated and for any frustration or inconvenience.

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]

Review: [redacted]

I am rejecting this response because:

First of all, I never received a call from this "[redacted]" EVER.

Review: TruGreen was my service provider at my residence for several years and including 2012. Starting in late 2012 and continuing into 2013. I repeatedly called TruGreen to cancel my service and have someone contact me to discuss my service. I was always promised but never, ever received a call from TruGreen to discuss my service. On several occasions I talked directly to TruGreen reps. I was even transferred to the "National" TruGreen office on one call in April 2013 (my second call in April 2013 and likely the third or fourth call since December 2012) when I indicated I wanted to cancel the service. Again, I was promised someone would get in touch with me, the person even gave me their phone number and extension, never to be heard from again...and this person would not, or apparently did not, cancel my service.

TruGreen continued to show up and service my lawn, even after I requested the service to stop. It was only when I stopped paying the invoices, that I did not request services for, did anyone from Trugreen calL.and even then it was the accounts receivable department with an automated message looking for payment. No one to date has called about my service or my cancellation request.

I do not owe the amounts being billed to me. TruGreen was negligent and/or not responsive in my requests to talk, and eventually my request to cancel the service. Now, I am getting notices from both TruGreen and [redacted] asking for collection. I am now being harassed by these companies for amounts I do not owe which resulted from TruGreens incompetence or simple disregard to my requests and calls. In fact, TruGreen just recently showed up at my property a week or so ago to apply another service! This after TruGreen and [redacted] have been harassing me about payment for the last two months..all while indicating my service has been stopped!

I am requesting thatTruGreen stop contacting me in any way, and stop my service once and for all. All this time and effort over $154.62! I am also requesting [redacted] send me notification that this matter is settled. And lastly, I am requesting the Revdex.com follow up on the practices in the Metro Washington DC area, and the "National" office of TruGreen, to ensure no other customers are treated like this. Apparently, other customers are being treated similarly as evidenced on internet TruGreen customer sights and the reviews and lack of service/follow up that others have experienced from TruGreen.

I look forward to your response(s) and closure of this mater. Thank you.

Sincerely,Desired Settlement: I am requesting that TruGreen stop contacting me in any way, and stop my service once and for all (see Attached document).

Business

Response:

Mr's account has been removed from our collection agency as well as his contact info added to the donot call list per his request. Thanks

Review: Between the May and June services that were conducted on my lawn they appeared to over fertilize my lawn to the point of the grass starting to die. I contacted customer service numerous times to get them to come out and address the results of this over fertilizing. I also asked them to have aw manager call me to address this lack of concern. On Friday, 29 August I called them once again and stated that I wanted to understand why they haven't addressed my concerns. The customer service people at that time stated that it was scheduled today for service after weeks of neglecting to contact me and talk me through what had occurred. I stated that I didn't want them to touch my lawn at this time because it was just starting to recover with all of the watering I have done along with the major amounts of rain that we have received recently. The customer service representative at that time transferred me to a manager that did pick up the line but didn't speak to me and I heard discussions in the background that I couldn't understand. A few moments later the phone was disconnected. I called back and customer service immediately transferred me to management and she came back on the line and stated that no one was from management was picking up. I stated that if no one from TruGreen Management calls me before 9am on Monday 1 Sep 2014 that I would report their lack of support to the Revdex.com. On another not over the last few weeks instead of addressing my lawn, they did come out and do an analysis on other services that they could do for me and left that on the front door. I was fairly happy with my service up until the May time frame when my lawn started to show its over fertilizing issue. Extremely poor support! I will not be back.Desired Settlement: I want to be refunded for the services that were conducted from May until I closed the account on Friday. This company cannot expect people to pay for services that harm their lawn. My lawn is usually the one of the better looking lawns in the neighborhood. This year they destroyed the look of my lawn and people that do absolutely nothing to their lawn looked better than ours. I also want them to put me in the corporate DO NOT CALL list.

Business

Response:

TruGreen issued a credit in the amount $81.96 on September 18, 2014 for the application completed July 28, 2014. A refund in the amount $163.92 was requested September 19, 2014. The refund check will be processed and issued by the corporate office in Tennessee. The customer should receive the check within 5 to 7 business days of today's date. TruGreen has added the customer's information to the Do Not Call database.

Review: I signed a contract with TruGreen Sterling, VA on 4/12/2013 and paid $314.5 for lawn treatment services. In the contract TruGreen promised to provide 7 treatments to my lawn and take care of the weed and lack of color issue of the lawn. These 7 treatments are supposed to evenly distributed from the spring through the fall. However, so far I just got one treatment in May and the problems of the lawn are still there. They called on Jun. 13th that they would come the next day, but nobody showed up. More than half of the year has passed. I really doubt how the rest 6 treatments could be completed before the end of the fall.

For the past month I contacted the person who signed contract with me, every time he promised he would take care of it and someone would call me, but nothing happened. I tried their service number ###-###-####, ###-###-####, the manage [redacted] ###-###-####. All of them just took my messages and promised someone would call me to address the issue, but nothing happened.

Even if they resume the treatment from now on, say once a month, the last treatment will be in December --- who needs a lawn treatment in the winter! Not to mention that once a month would be too frequent for the grass.Desired Settlement: I don't feel I can trust this company anymore because their customer service lies all the time, so I would like to terminate the contract with them. If $314.5 is for 7 treatments, then I'd like to get $269.57 refund from TruGreen Sterling, VA.

Thank you for considering my case!

Business

Response:

Mrs has already called in about her concern. THe account has been cancelled and the money she had left from prepaying has been refunded back to her on 7/18/13.. Thanks

Review: Since I contracted with TruGreen, I have had continuous poor service. Last Fall I filled a Revdex.com complaint (#[redacted]), but the issue has not been resolved. The original complaint did prompt TruGreen to come back to my property and re-seed the yard; however, because they did this in November/December and the temperature was cold, the seeds did not germinate. I still have a yard that is full of dirt and not grass.

On 12/4/12 I received a voicemail from [redacted] (or [redacted]) that stated that the had looked at the yard and because of the cold temperatures, the seeds did not germinate. He said that TruGreen would be back in the Spring to seed if grass did not grow. I still have this voicemail saved. I have called 1-800-TRUGREEN ~8 times since mid-March and cannot get anyone to call me back to discuss this issue. I would like for the yard to be seeded before June when the weather then gets too hot for the seeds to germinate appropriately.Desired Settlement: I want TruGreen to live up to its commitment of maintaining my yard, applying seed, and growing the grass.

If TruGreen cannot live up to its commitment, I would like for my 2012 Service Charges to be refunded and the 2013 service to be cancelled.

Business

Response:

we are contacting the customer we have his aeration and seeding in route to be completed by tuesday 4-23-13. Manager in charge of getting the a/s completed will be following up with him as well. And this service will be at no charge..