Trugreen-Upper Marlboro

Review: I first contacted TrueGreen about them providing lawn care services on 7/7/13. The told me that they would have some one come out and take care of our lawn within 7 days. They never showed up, so I called again on the 15th. They then said that someone was scheduled to come out later that day, and again they never showed up. On the 16th I called yet again, and they set a third date for someone to come out for the 22nd. Once more they never showed up. So on the 23rd I called to cancel because I was fed up with the constant missed appointments with out even a courtesy call to say they would not be coming. When I called to cancel the woman I was talking to convinced me not to cancel buy saying that not only did she guarantee someone would be out the next day, but that we would also not be charged for that days service since we had been having so many problems. They finally showed up the next day as promised and after he was done with everything he left us 2 receipts describing what was done and how much we would be charged. Both receipts showed zero for what we would be charged. Then 2 or 3 days later a charge for $93.27 from TrueGreen shows up on our bank statement. So I called up the woman that told me we would not be charged. This was Sat. so she wasn't there and I left a message. Well today she called my wife back and my wife told her that we were tired of the problems and that we wanted to cancel our service and get the money back we that we were charged.The woman told her that we would NOT be reimbursed for the charge on our account regardless of her promises, UNLESS we decided to not cancel our service with them. So I called her back asking why we were being charged and why we would not be getting our money back even though I had two receipts showing zero charge. At this point she decided that we would now be getting our money back. im assuming because I had proof that we should not have been charged. The phone number I had been calling for all this was [redacted] and her name was [redacted]. She said that was a direct contact line to her.

The other thing is that the service they did to "make our lawn better" has turned our grass yellow and brown and it looks like its all dieing.Desired Settlement: I would like an apology for her rudeness even though she kept up her little "sweet" voice the entire time.

Business

Response:

Review: Almost 2 months ago, I called TruGreen to schedule a lawn care service. I paid that day over the phone and they said I would be contacted within 48 hours to schedule someone to come to my property to assess its condition and schedule service. Over the month, I called 6 times to try to schedule the service and each time I was told that someone would contact me within 48 hours and I never got a response.

Two weeks ago, I contacted them requesting a refund. They said that it would be processed and back in my account within 48 hours. I haven't heard back from them and I haven't received my refund. Today I called again to inform them that I hadn't received my refund and I was told that there was no note in my account to refund my payment and that it would be back in my account within 48 hoursDesired Settlement: Refund my payment to them

Business

Response:

This account was credited and refunded in the amount of $191.97. It was processed in our [redacted] system on 5/28/13. It does take up to 10 days for the credit card company to process before the customer sees it on their account. I have called and left 2 messages for the customer and also emailed them today to see if I can reach them to discuss further. If you have any questions, feel free to call me at [redacted]. Thank You! [redacted]

Review: After several weeks of waiting this company continues to inform me that the refund that is due to me will be 3-5 business days. Every 3-5 days they tell me again it will be another 3-5 days. It has been almost a month and still no refund. I have had a bad experiences with this company from the start. The first appointment they never showed. I had to call to see if they showed and I had to rescheduled they never told me they did not show I had to call. The second appointment they never showed two times this time. Again if I did not call to check they would have never told me. I had to call two times to check on the no show and no call. If I did not call to check I would not have know. After this poor customer service I cancelled. This is where it gets fun. Each time I called which is about 10 I was told it would be 3-5 business days it has been a month and no money yet. I would like my money back please help me with this thank youDesired Settlement: My money back for services not rendered

Business

Response:

TruGreen issued the refund in the amount $954.00 May 24, 2014. TruGreen has verified with [redacted] that he has recieved the refund. TruGreen apologizes for any frustration or inconvenience.

Review: I've been a TruGreen customer since 2008. I signed up for 4 yard and 2 tree/bush services per year. The local [redacted] TruGreen office closed/consolidated to the [redacted], VA office (Same Owners) several months ago and since the consolidation/closure my services were cut to only the 2 tree/bush services. I have called several times to the [redacted] office and the Corporate office to try to resolve the problem. TruGreen just decided to drop the 4 yard treatments without any notice. All I want is for TruGreen to honor the original agreement and treat my yard for the agreed price. I believe it is very unethical to drop my services and try to sign me up under another program that will cost twice as much for the same service. Very poor customer service and very shady business practices. A true case of bait and switch.Desired Settlement: Only correct way to move forward is for them to honor their original agreement......or just stay fired.

Business

Response:

After several attempts to contact [redacted] by phone, and leaving direct cell phone callback numbers, we have been unsuccessful in reaching this client. As per [redacted]'s request this account has been cancelled. TruGreen has not offered 4 application lawn programs since 2011. I have authorized a credit to his account in the ammount of $136.50 as per our guarentee to work with the client until they are satisfied or refund their last application. John R[redacted] General Mgr TruGreen DC South

Review: Tru-Green has not worked to eliminate or minimize weeds in my yard. After several treatments I still have the worse lawn in my neighborhood. My lawn is covered in large ugly weeds. Tru-Green has done nothing to get rid of the weeds in my yard. Nothing! I have called and emailed many, many times, and no one has contacted me or done anything to get rid of the weeds that cover my entire lawn. I have been ignored and my lawn is a complete eyesore! Tru-Green services does not work! I want my money back. I have received nothing, no service as promised by Tru-Green, no results from Tru-Green, none. I have called numerous times and received no call backs. I have written numerous emails to customer service and I have been completely ignored. My lawn is covered in large ugly weeds the entire summer long. I am demanding a refund of my money so that I may find a lawn service that works.Desired Settlement: Since Tru-Green has completely failed to deliver services as promised. I am requesting a complete refund. Since nothing they have done to my lawn has worked, they have in effect provided me no services, thus a complete refund is in order.

Business

Response:

I attmpeted contact to the customer but was unable to get a response. I will process a full refund as requested in the complaint this afternoon. Don I[redacted] 9/22/2014

Review: OMG!!! I wish I had reviewed the comments on yelp before I signed up with them!! I would give no stars if I could. This company is terrible. The worst customer service and service period I had ever dealt with. They do not show up. They don't return calls. I practically felt like I was begging for them to come treat the lawn. They kept guaranteeing they would come and even offered a free treatment for the problems but would not come. I even talked to the supervisor to manager to branch manager and still no response! It's crazy. Their workers are very lazy. I can't believe I cancelled another lawn service to be with them. I am now over my treatment and getting the weeds that they are suppose to control. They want you to stay with the treatment plan so the lawn will be healthy and green but don't come to treat??? I had a friend a couple of years ago tell me they sit outside the house for a few and then put the flag outside to act like they treated it. They witnessed this when they were home peeking out the window. This was in another city but they all seem to do it. I though it was an isolated incident and didn't think it still would happen?? but please please please do not go with TruGreen. especially [redacted], MD branch. They will rob you and you will get very frustrated and stressed. We use to treat our own lawn and decided after all these years to go with a lawn service because we are so busy this year. Out of all the companies to go with, we pick this company and this is what we get?? Made the whole experience terrible and subconscious now of other companies. But we will warn others and I will go to the Revdex.com to complain to help others. TRUGREEN is the worst lawn company EVER!!!! They should go out of business ASAP.Desired Settlement: Finish the JOB!!

Business

Response:

I spoke with [redacted] this evening, the application was completed this morning by [redacted] I was able to retain [redacted] as a customer and they verified the service was completed, I agreed to do a proactive visit on his property “Service Call” on August 21st to survey the results on the lawn from the treatment, I also set up his round 5 application for September the 12th and agreed to give him a call the day prior.

Review: 1. company overcharged per contract agreement

2. no service was rendered and company failed to communicate once credit card was charged

3. company representative ([redacted]) did not respond to multiple emails

4. connection made by [redacted] who saw a final flagged email from us to [redacted], then a call was made and we eventually spoke to a company supervisor ([redacted]?) who promised full refund

5. upon seeing our card had not been refunded, followed up with company. [redacted] stated a note was left to issue refund, but it was not given to the right people so no one at the company did anything with it. was told it was being authorized by a supervisor ([redacted]) and would be processed in 2 days or "at least some of it would be done."Desired Settlement: 1. FULL refund by company

2. caveat/complaint filed and publicized by Revdex.com

Consumer

Response:

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

From: [redacted] <[redacted]>

Date: Sat, Jun 14, 2014 at 7:49 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Thank you for acting on my complaint.

The company did refund my card and cancelled the service (which was never carried out). I kept on them, as you know they let things repeatedly fall through the cracks.

I would never recommend them.

Thank you for the great service you provide to help protect consumers.

Sincerely,

Review: TRUGREEN PROCESSED AN UNAUTHORIZED BANK DEBIT ON MAY 7, 2014 FROM MY CHECKINGS ACCOUNT AT US [redacted] CREDIT UNION. THERE WERE TWO WITHDRAWALS FROM MY BANK ACCOUNT IN THE TOTAL OF $758.65 { A DEBIT CHARGE OF $220.50 AND $538.15}. I CLEARLY INSTRUCTED THE REPRESENTATIVE THAT I WILL NOT BE PAYING THE FULL YEARLY AMOUNT AND TO NOT CHARGE MY ACCOUNT WHEN MY SPOUSE AND I SET UP THE TRUGREEN SERVICE. I DID NOT AGREE TO A PREPAY OPTION. TRUGREEN UNAUTHORIZED DEBIT CAUSED TWO OVERDRAWN FEES IN THE TOTAL OF $56 AND A RETURNED CHECK FEE FROM VA FEDERAL LOAN IN A TOTAL OF $25. I SUFFERED FINANCIAL HARDSHIP, DID NOT ENJOY MOTHER'S DAY FESTIVITIES WHICH I PLANNED, AND WAS NOT ABLE TO PAY BILLS ON TIME DUE TO THIS UNAUTHORIZED BANK DEBIT.Desired Settlement: I NEED $839.65 RETURNED TO MY CHECKINGS ACCOUNT IMMEDIATELY. THAT IS THE $758.65 UNAUTHORIZED BANK DEBIT, $56 OVERDRAWN FEES, AND $25 RETURNED CHECK FEE. I WILL ALSO NEED A LETTER MAILED TO MY HOME ADDRESS FROM TRUGREEN STATING THAT AN UNAUTHORIZED DEBIT WAS WITHDRAWN FROM MY ACCOUNT FOR PROOF TO VA FEDERAL LOAN AND OTHER CREDITORS.

Business

Response:

The General Manager, Donnie, spoke with [redacted]. She will continue with the services and TruGreen will issue a refund for the overdraft fees. TruGreen issued a refund of $728.00 to the credit card on May 12, 2014. TruGreen apologizes for any frustration or inconvenience.

Review: This company misrepresented its services and promptly killed all the grass on one side of our house and charged me for but never serviced the other side of our house. To attempt to remedy the situation, the company required me to continue payment for its service. The yard, on one side, got worse as more chemicals were sprayed and the other side was ignored with a blanket of weeds. For two years I was drawn into believing the situation would be fixed. I believe my total bill was in excess of $1,000.00. Our lawn was sod installed by a landscape division of [redacted] and was lovely. That landscape was very costly.Desired Settlement: Refund check for $1,000 which I believe will be the cost to replace our sod on one side of the house.

Business

Response:

I spoke with [redacted] on 9/25 in regards to the lawn I offered to slit seed the side yard that she said has thined out over the past 2 years, I agreed to visit the property tommorow to evalute the lawn and then call her in the afternoon to update her as to the plan on how we will restore the lawn.

Don I[redacted]

9/25/2014

Review: The first appointment no show no call no email. I had to call to check on appointment status. I had to call to reschedule. Finally after waiting 2 weeks they serviced the lawn. After first application there was still weeds. Second application was supposed to be two weeks later. Well 4 weeks later appointment was made by me again If I didnt call I guess they probably would not have rescheduled.. That date comes and goes no show no call no email. I had to call and reschedule. When I called they told me the appointment was closed out and never rescheduled. Again no show no call no email. Between the first appointment and the second appointment there were a total of 4- 5 no show no call and no emails. They even sent a meesage to the driver to call me asap about service both first and second appointment and he never called.

Business

Response:

TruGreen was unable to retain this customer; however, we did approve and Issue a credit to the client in the full amount paid. This was the desired resolution by the customer.

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: They informed me on 3 occassions that it would take 3-5 business days. At the end of each 3-5 business days they increase it another 3-5 business days. This is absolutely unacceptable!! They took the money automaticaly when I gave them the credit card number. I can understand a single 3-5 business day time frame but this is getting obsurd. I want my money back now. Regards,[redacted]

Business

Response:

Upon review of the account, TruGreen issued a refund of $954.00 to the credit card May 24, 2014. Depending upon which financial institution issued the card, the refund should reflect within three to ten business days of the issue date.

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,