TruGreen

Review: I have called numerous times requesting a manager to call, never call. My lawn, tree/shrub service did not start till Jun when it Apr/May. I have been w/TruGreen for 5 yrs & this yr has been awful. I still have TONS of weeds in my yard, and I keep being told that it will take time. Last year they where not doing my entire yard. Last week I called bc I have a problem with beetles eating my trees & rose bushes. Was told that someone would be out with in 24-28 hrs, to no surprise no one ever came. Received a call today stating that they are unable to spray some of my trees bc its to hot. If they would have come out when I 1st called then it would not have been a problem. The management does not care about its clients. For someone who has been with TruGreen you would think we would be treated better.

Business

Response:

As per the

request by our client [redacted], I have requested an additional refund of

$172.20 to cover all monies paid to TruGreen for services in 2014. All future services have been cancelled at [redacted]’s request.If there is

any further information that you require please do not hesitate to contact me

at [redacted] or ###-###-####.

Review: I am under an existing, pre-paid contract to Trugreen, which has a satisfaction guarantee. I called to ask for an additional service (fungicide application). In the Trugreen system, you must call the national 866 number and then they forward your details to the local shop. I called the national number on Jun 9, 13, 17, 18 (2 times), 19, and 20. I also emailed on the 10 of June. In each case, the national office told me that the [redacted] office was not answering the phone, had a computer down, or that they would call me back. During my June 18 am call, I was told they weren't able to help me until after 12n, and I would certainly get a call back. Nothing. On June 19, I asked for a manager on the national line. I was told I could not speak to one, but that my full complaint--including the fact that during the intervening 10 days I now had lawn damage due to fungus--would be elevated to a service manager. This report was taken be Mia at the national line around 5pm. When no one had called me by 2pm on the 20th, I called back and again asked for a manager. The national line said they first had to call [redacted] to try to remedy the situation, but that again, [redacted] was not answering the phone. I demanded a manager and was told she was in a meeting and as soon as she got out she would call [redacted] and ensure the manager called me back (his name was reported to me to be John R[redacted]). Today is June 22 and I still have had no calls. I have however already spent $100 on June 21 and began treating my lawn myself.Desired Settlement: I would like an apology; refund of at least the $100, fungus treatment as needed for 2014, and a solid reason why I should continue/renew my contract with Trugreen. Just because I have pre-paid for 2014 does not mean they can treat me like this with no explanation, and if I choose to leave the contract based on this, I would like my remaining money back. However, since they will not call me, I cannot begin to even start refund proceedings.

Business

Response:

As per the

request by our client [redacted], I have requested a refund of $100.00 to

cover turf disease control products that [redacted] stated she had to purchase.

Our follow-up attempts with client by phone is post poned due to client being

out of town on vacation for at least another week as of July 18, 2014.If there is

any further information that you require please do not hesitate to contact me

at [redacted] or ###-###-####.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I admit I was not aware Trugreen had bee trying to call me, as they do not leave messages. I have many calls on the Caller Id from that number, but with no ID or message. Thank you for mediating this situation.

Regards,

Review: Tru Green missed my Scheduled Sep. 24th appointment for seeding. They never called to reschedule. They called and left a message that they would return on Oct. 1st. Oct. 1st came and went and no one came to do the service. However, trugreen billed me for the service. I have been calling the company for 2 days now to get refunded and rescheduled but customer service has been unable to rebook or refund me thus far.Desired Settlement: I would like the company to finish the job that I contracted for within the next week since the ideal time for planting grass is almost over.

Business

Response:

Upon review of the account, TruGreen completed the Aeration and Seeding re-service on Oct 14, 2014 and notified the client that we are refunding the $283.00 for the original service as requested.

Review: I have prepaid for yearly service with satisfaction guaranteed from Trugreen. My service has been substandard in that they have not controlled the weeds in my yard and more importantly when they did my aeration and overseeding they missed a large area of my yard. I have been trying for 2 weeks to get them to return and do the areas they missed and have been unable to get any help. The customer service representative says they will get someone back out here, but when I ask when, they cannot or will not commit to a date. When I ask to speak with a manager they say none is available and if I ask that one calls me when they are available ... I do not get a call back.Desired Settlement: I want Trugreen to either fulfill the annual plan service I have paid for on my entire yard or give me a full refund.

Business

Response:

[redacted]Oct 11 (4 days ago)to meGood afternoon [redacted], Below is the response to the [redacted]’ case: The Service Manager, [redacted], spoke with **. [redacted] over the phone. **. [redacted] stated he was happy that TruGreen came out to re aerate and seed the lawn. [redacted] stated he would stop by to do a follow up and check the lawn. **. [redacted] was happy with this. Thank you,[redacted]TruGreenCorporate Customer Care Lead CONFIDENTIALITY NOTICE:

The information contained in this e-mail, including any attachment(s),

is confidential information that may be privileged and exempt from

disclosure under applicable law. If the reader of this message is not

the intended recipient, or if you received this message in error, then

any direct or indirect disclosure, distribution or copying of this

message is strictly prohibited. If you have received this message in

error, please notify the ServiceMaster Help Desk immediately by calling

(866) 597-4321 and by sending a return e-mail; delete this message; and

destroy all copies, including attachments.Thank you.

Business

Response:

[redacted]10:58 AM (15 minutes ago)to meGood afternoon [redacted], Below is the response to the [redacted]’ case: The Service Manager, [redacted], spoke with **. [redacted] over the phone. **. [redacted] stated he was happy that TruGreen came out to re aerate and seed the lawn. [redacted] stated he would stop by to do a follow up and check the lawn. **. [redacted] was happy with this. Thank you,[redacted]TruGreenCorporate Customer Care Lead

sevice was cacelled because they did not keep up their end of the dealafter cancelling service have been turned me over to collection coDesired Settlementthey shoud be doing this years service for no charge . they did not do as promised last yearBusiness Response Mr [redacted] requested that his aeration and overseed be done earlier than it was actually performed. Since that time he has not paid the balance of [redacted] and has received collection calls and mailed statements about the outstanding balance. I have made the desision and noted on his account that since the service,which we still feel will benefit his property, was not performed when requested, that we would not continue to persue collectios for this service and it has been credited.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I spent [redacted] last year for horrible service and a yard full of weeds from this company.I think they owe me a year of service to do what there salesman promised me last year and never did. YOURS TRULY [redacted]Final Business Response We have credited the aeration/seed price of [redacted] because it was done on October 15th instead of Septemer as requested. I issued a credit refund to the [redacted] today for the amt. of [redacted] which was the price of the last treatment they paid for.Our guarantee says that if you are unhappy with our service we will try to satisfy you and if we cannot we will refund your last application. This account could have been cancelled any time during the season by the [redacted] but it never was. We will not be providing any free service to this account going forward.

Over fertilizing, thereby killing parts of (1) Ornamental Tree and (3) three large shrubs, including a huge rhododendron. I called the office taking care of my area when I noticed the large burned areas increasing and leaves falling on the ground. There were burned grass spots around where the fertilizer had been spilled. Each time I called, the representative would say he would be sure to make the [redacted] aware & would have someone come to take care of the problem within 72 hours - this never happened, so I canceled their service (or lack of) on 5/1/14 by telephone.I doubt that they would reimburse me for the loss of these expensive shrubs (and trees) because they had grown to be huge. I would hope they will be more careful with their spraying or at least act as if they cared that they had ruined the aesthetic appearance of the front of someones house.Persons name that I dealt with - [redacted]Desired SettlementI doubt that they would reimburse me for the loss of these expensive shrubs (and trees) because they had grown to be huge. I would hope they will be more careful with their spraying or at least act as if they cared that they had ruined the aesthetic appearance of the front of someones house. I received a call on 5/16/14 around 4pm from a [redacted] asking if TruGreen sends someone out to see what they can do about the rhododendron, would I stay a customer. Of course, I said that I would not and went on to explain exactly why. I believe that replacement of the damaged items (which has since increased to three trees and the rhododendron) should be forthcoming from TruGreen. [redacted]Business Response I stopped by the property on 5/22 with [redacted] our [redacted] We looked at the plants in question and [redacted] took photos og the plants.He assures me that the damage she is seeing has nothing to do with the frtilization applied to the plants. All the plants have winter injury including the rhododendron and the tree in front. The 2 pines to the left of the driveway, not only have some winter injury but also have been sheared incorrectly cutting off the new growth. They should show signs of improvement but should not be sheared or pruned for 2 seasons. The other plants should make a normal recovery with the winter injury leaves falling off which is normal and unpreventable. Nothing on this landscape was damaged by the fertilizer treatment.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)ve sprayed under and around the roots. I watched him spray the entire item, thinking he must know what he's doing since he was sent to do the job. Also, he prevaricated about his knocking at the door when he was sent on 5/13/14. He never even let me know that he was here. Why would he lie about that? My trees and shrubs made it through the huge ice storm we had a couple of years ago and they were fine. They are well established plants. I suspected they would deny responsibility for the damages Final Business Response AS I mentioned previously, these plants in question were inspected by our [redacted] who made the determination that no damage took place as the result of a spring fertilization. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I firmly believe that TruGreen knows that the winter had nothing to do with the ruination of the trees and shrubs, and that overfertilization was the cause. Did you get to look at the photos of the damage that we sent to you? None of the damage appeared until about 1 1/2 weeks after their spraying. so it was not winter damage in mid-April. They only cared about keeping me as a customer which did not happen. Even the technician was suspect when he outright lied about knocking on my door He did NOT!!

Tru Green/ Chemlawn was here on Monday 5/5/2014 to spray my Arborvites for insects. Now the trees have turned black, On May 5/5 2014 Chemlawn/ TruGreen was here to spray my beautiful huge 30 ft.+ Arborvitae trees for insects. On Sunday May 11, 2014 I noticed that all my trees have huge patches of a black substance which cannot be washed off. They ruined my beautiful trees. I have picture of the trees before and after, their work order and TruGreen sign on my lawn to prove they were here. I called them this am and a person said they will be out in a few days. The leaves are brittle and will drop off in time.Desired SettlementI do not know yet.Business Response I stopped by with our [redacted] and looked at the arborvitaes. [redacted] took photos and sent them to the gentleman at corporate for review. They are in agreement that there may have been some fertilizer in the spray mix that was applied to the shrubs causing them to turn black. They are also in agreement that the plants should make a full recovery and no replacement will be needed. We will continue to momitor thier progress throughout the season and will visit the site again together later this season to see how they are progressingConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept your response...the 23 trees look worse and worse each day. How do you know they will make a complete recovery? Has this happened before or is this just an assumption?? My trees need to be restored to their original condition before the spraying. This means as I said previously remove and replant mature trees (23). [redacted]Final Business Response We can certainly appreciate Mrs [redacted]'s concern over the appearance of the shrubs but following the direction of our [redacted] we are not at this time willing to replace these plants until they have an opportunity to recover. He is under the opinion that they will recover where replacing these plants will not be necessary. We will as I mentioned before follow up with another on site visit this fall to evaluate how they are progressing.

TruGreen failed to deliver on its contract by providing lawn care services in a timely fashion resulting in serious damage to my lawn. On 7-12-2012, I signed a contract with TruGreen for lawn care services, primarily fertilization, and weed and insect control. They provided partial service, as agreed, for the remainder of the 2012 season. I renewed that contract with my $410.60 payment on 4/11/2013 for services for the 2013 season. I was to receive five treatments for 2013, spaced six weeks apart. I received the first treatment 4/24/2013. According to documents left for me, they fertilized and did weed control. I received a second similar treatment on 6/4/2013. Treatments were supposed to be automatic. Concerned about the condition of my lawn, I contracted TruGreen on 8/27/2013 and learned that my lawn had not been treated in TWELVE weeks. I also saw no evidence that my lawn had received any treatment for insects. According to TruGreen's Healthy Lawn Guarantee, they will visit my property as often as needed between scheduled visits to make any necessary adjustments and to ensure my satisfaction is guaranteed. As a result of their breach of contract, my lawn (which was new in the spring of 2012 and otherwise quite healthy), was overrun with weeds, moss, and much of it died.I am seeking a full refund of my $410.60. Desired SettlementA refund of my $410.60 paid on 4/11/2013, paid over the telephone (Conf# [redacted]).Business Response [redacted] contacted this branch the 3rd week of august to inform us that he had received no treatment since the first week of June. I explained that we had issues with scheduling and that was likely the cause of him not being scheduled. I drove out to look at his lawn on 8/27, and treated any weeds while I was there. I had his R3 application scheduled and completed for him the next day on 8/29. I explained to [redacted] that we would credit his R3 application for any inconvenience that the scheduling mishap caused him. I also explained to [redacted] that the lawn was thin and would benefit from an aeration and over seeding in the fall. I told [redacted] that as a show of good faith I would split the cost of the aeration and over seeding with him. [redacted] agreed to those terms, and is scheduled for this service in the next two weeksFinal Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)TruGreen's response to my complaint contains information that is not in dispute. However, the following is not accurate or was overlooked in their response: 1. They did advise me that my lawn would benefit from aeration and overseeding, but they never offered to do the work at a discount. I would not have accepted this offer anyway as it has the appearance of selling me more of their services - services at that point I would not have been interested in obtaining from TruGreen given my displeasure with their quality of service. 2. I was promised a free soil testing during my conversation with [redacted] on August 28, and he told me he would take the soil samples from my property in a few days. This I did accept because there was no charge and it was an opportunity for TruGreen to regain its trust with me. That free soil test never happened (no surprise there). 3. My lawn, which was less than a year old and otherwise healthy, suffered greatly because of TruGreen's failure to provide promised services due to their "issues with scheduling". What would have happened had I not called TruGreen on August 27th inquiring about their lack of service? 4. I have no record from the receipts from the two applications TruGreen applied that any insect control was performed on my lawn. My complaint seeks a total refund of my $410.60 for five applications. I only received two of those five applications, this is not in dispute. So two-fifths of $410.60 is $164.24; that is the value of the services TruGreen provided me. I maintain that TruGreen's "scheduling error" deprived my lawn of the necessary treatments it needed to stay healthy, which resulted in damage to my lawn. Given this damage and TruGreen's other breaches of our contract, I believe it is reasonable for me to receive a refund of the $164.24 for services already received, and $246.36 for services TruGreen never performed. Total $410.60.Final Business Response We are going to refund the amount of 410.60 to the customer. The refund will be processed today.

Attempted repeatedly to reach Trugreen to discuss service prior to service tech coming to home to ask about service to be provided. Calls not returnedAttempted repeatedly to reach Trugreen to discuss service prior to service tech coming to home to ask about service to be provided. First two calls not returned. Upon receiving an automated notice that the tech was to come to service my lawn that week, I called again to ask he NOT come until I received a call verifying what they were doing to my lawn. Again, no call back and the tech came and serviced my lawn without authorization to do so. I subsequently received a bill for service I did not want.Desired SettlementAs per a letter sent to the local Trugreen office and payment processing center, I do not want to be billed again for service I did not authorize, I do not want Trugreen to ever access or service my lawn again, and I do not want to be contacted by a Trugreen representative for sales purposes again at any time in the future. Business' Initial Response Mrs [redacted]'s account has been cancelled and a credit issued for the application so there is no outstanding balance on her account

Had contract with Trugreen, someone came and looked at island front lawn because it had weeds, they sprayed it with something and everything died and it turned completely dead and brown, weeds came back up and now this section looks horrible. Called and called and got the run-around from here to Orlando, FL They said someone [redacted] would come over and they would see about fixing the problem, nobody showed up except regular sprayers who I told not to touch it. They should come and reseed this section for me. Only the section died that they sprayed!!!! Something went wrong and now they are avoiding me. This needs to be fixed. My home is for sale and it is turning everyone away after they drive by the front lawn. It is a disaster. They need to come back here and reseed this section since they destroyed it.Product_Or_Service: Fertilzer/lawn maintenanceDesired SettlementReseed this section.Business Response Mrs [redacted] had one treatment only done to the area in question and that was applied last year on 7/26/13. The major concern at that time was weeds. There were no other treatments applied and nothing noted in her account history until she called this spring on 4/21. Certainly if the initial concern was weeds they would all turn brown and they would obviously return if no fall seeding took place and no other weed control since last July was applied. We did not destroy this area and Trugreen will not be seeding this area. With only one treatment ever applied to an area with an exhisting weed problem, limited results can be expected.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Their "treatment" turned the entire area brown and CRISPY, I called and called with no response, finally, a person showed up last week to look at it, and said the "grass was growing back," well, if you look at the grass, it is mostly weeds, and the grass that is growing back is what I reseeded myself in the spring this year. As far as "nothing noted in her account history", I called numerous times, talked to the Trugreen person who showed up at the house, who said he would contact the company about the brown area in the front, and NOBODY called me back- first time I had somebody stop was last week, but he just denied the problem. The area DID turn brown and they all returned- just take a look. I have been hand weeding this area myself for weeks. It's still a mess! They are in denial because they don't want to reseed. They DID destroy this area! As far as "only one treatment to this area", how can you RETREAT an area that is brown and crispy? IF ANYONE HAD EVER COME TO LOOK AT IT AND DEAL WITH THE PROBLEM THEY WOULD HAVE SEEN IT! Horrible communication with this company!!!!Final Business Response I received the information on this complaint just recently. I viewed the property today and spoke with Mr. while there. He asked that I speak with Mrs. to resolve the issues as she was the one that filed the complaint. I spoke with her by telephone, agreed that TruGreen would seed the damaged area in the fall at no charge to the customer. Mrs. agreed to that solution.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)After Trugreen sprayed the area in question for "weeds" and I called numerous times to complain that the area had turned totally brown and dead, and I mean, totally brown and deadno one responded to my complaints. This answer by Trugreen is ridiculous. "The area had only been sprayed once by us." I was told that the grass would come up in the spring and not to do anything to it in the meantime." I, the homeowner, spent many days trying to reseed this area myself this spring, only some of the grass came up. We are senior citizens and my husband is handicapped or he would have tried to re-seed it more thoroughly. I bought [redacted] worth of grass seed to try to fix it myself at [redacted] early this spring. AGAIN, why would you re-treat an area that was toally dead? Trugreen is simply trying to disregard the fact that whatever they sprayed on that area killed everything there. In fact, because I had a sickly dog at the time, I did not let Trugreen touch the back yard with any sort of chemicals or sprays, and the grass back there is FINE and did NOT turn dead and brown- !!! And "only one summer treatment last year" is simply not true, they did treat the lawn in the front otherwise last year, but that one particular spraying they did at one time killed everything in that area. Neighbors saw it happen. Sorry Trugreen- you are simply trying to avoid the facts.

Hired TruGreen to help assist with my lawn and the quality of it. Lawn is completely dead after spending several hundred dollarsI have spent several hundred dollars on treatments and service with this company beginning in 2014 which began with aerating and seeding and I am furious with the results of my lawn. As a result I scheduled a meeting with a service representative on May 8th 2015 to come take a look at my lawn. After starting the service last year our lawn is completely dead and burnt throughout the front and back of my home. The Service Representative came and took samples as well as photos and informed us that we would hear back from him in a week or so. We have not heard or received a call back from him or anyone else for that matter from Tru Green and it is June 1st 2015. I chose TruGreen based on their 100% guarantee/loyalty offered to their customers. See below: [redacted]guaranteed results-Our work is backed by the TruGreen Healthy Lawn Guarantee.TruGreen will gladly visit your property as often as needed between scheduled visits to make any necessary adjustments and to ensure your satisfaction.[redacted] My lawn has never looked this bad since we moved into the home 5 years ago and it continues to get worse with time. I have contacted the [redacted] three times now ( dates 05/24, 05/28, 05/29) Most recently I spoke with [redacted]- Phone rep # XXXXX. All of whom promised to get a manager to call me back which never happened and all of whom have given me totally different answers to the exact same questions and concerns I raised. (I was also told that I was given a call back which never happened and no message was left) My expectations from this company based on the words of this web page are that I receive guaranteed results and any necessary adjustments to ensure my satisfaction. All of which did NOT happen.Desired SettlementI would like to be compensated for the care of my lawn 422.00 dollars total- Thank youBusiness Response The [redacted] Manager, [redacted], visited and evaluated the property. He found the lawn was dry and stressed; the shady areas that did not get full sun were the only green areas in the lawn. He observed that many of the lawns along the street were effected the same due to inadequate watering. The lawn is not burned or dead, but simply dormant and will likely recover due to the recent rain falls. As a gesture of customer service, TruGreen is offering to credit the cost of the last service, $63.00 and refund the cost of the first service completed in 2015, $63.00.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Please see below for my comments: As noted below the lawn was dry and stressed- Absolutely 100% incorrect, My home is equipped with an irrigation system and the lawn is watered 3 days a week/ 20 minutes on each zone - we have 20 sprinkler heads scattered throughout the entire area of the lawn front and back. Please advise as to what proof TruGreen will need. Im happy to schedule a walk through with a Manager so that they are made aware of this.The shady areas that did not get full sun were the only green areas in the lawn-Again absolutely incorrect, Some areas of the lawn were more stressed than others even after the lawn was fertilized and watered 3 days a week which is why we hired Tru Green in the first place- as a recommended service to meet our specific needs.Statement from website " Your lawn and landscape need ongoing attention to stay healthy. That's why TruGreen provides science-based solutions tailored to meet your specific needs." He observed that many of the lawns along the street were effected the same due to inadequate watering-AGAIN- Same as above - lawn is watered 3 days a week/20 minutes on each zone with 20 sprinkler heads. Please advise as to what proof TruGreen will need. Im happy to schedule a walk through with a Manager so that they are made aware. I would like to further understand why none of this was communicated to us when the Tru Green representative came and did a walk though of my lawn. When he left the property he stated that he didnt know what the issue was and that he was going to take some photos and get back to us in a week. My Husband explained to him at that time what schedule our sprinkler system was running on. Again, not a word about the inadequate watering. As a gesture of customer service, TruGreen is offering to credit the cost of the last service, $63.00 and refund the cost of the first service completed in 2015, $63.00- NOT satisfiedPlease note that I am not satisfied with this settlement. On Saturday June 20, 2015 there was a Tru Green representative walking door to door in my MASS neighborhood and I am more than happy to walk door to door and make the entire neighborhood aware of the situation we are facing, the poor customer service, and the lack of commitment to resolving our issues if the settlement of $422.00 is not met . We also have a pending invoice of 63.00 which we have not paid yet. I would also like that written off. ( as mentioned above) Im willing to subtract the initial payment of $63.00 for the 1st service they did which would bring the refund down to $359.00Please adviseFinal Business Response In effort to maintain good customer relations, TruGreen will credit the current balance of $63.00 and issue a refund in the amount $359.00.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Thank you very much. I appreciate the response and will re-consider using Tru Green in the future based on the fact that they did the right thing for the customer.Please send me the refund check via mail.Thank you again for your cooperation.

Failure to provide service.Truegreen called left message saying they would service lawn on 7/19/13...weather was sunny and dry.NO SHOW!!Truegreen again called and left message saying they would service my lawn on 8/6/13...once again weather was sunny and dry. NO SHOW AGAIN!!!I paid in advance for the 2013 season and Truegreen has not honored the agreement.We have called three times and spoke with customer service and all three times we were assured we would receive service. This has not happened. Desired SettlementI want what I paid for or a refund.In the 2012 season Truegreen serviced my lawn FIVE times. So far this year they have only been here twice.Business' Initial Response I spoke with [redacted] (at her request-when I asked for Mr. she said she would handle it) and set up an application to be done tomorrow, and we discussed the tentative dates for the rest of the year. She said we'll go one app at a time at this point. Also, she does not want to be renewed automatically at the end of year.[redacted]

Failure to provide promised assistance or support for products or servicesHave been using Trugreen for years, however this summer had multiple issues with there service. By July, I had spoke with my lawn tech and phone rep stating that the amount of weeds remaining in my lawn was no longer worth my money (despite asking them to treat the weeds) I only wanted the grub application,which was paid 7/22 to finish my service with them. After recieving a bill I spoke with [redacted] in OCT, wondering why I was being charged. She was pleasant, and was to make an adjustment. Then I received from a bill collector of a balance owed. In which I went into my bank and got copies of my payments, went to my acct page on trugreen and noticed payments which I overpaid was not even on my acct, I spoke to the collection agency sent them the info, and called Trugreen. [redacted] the [redacted] said that there must have been a glitch not showing my overpayment and they were holding that for next year??? But I still owed for a Sept application, which supposedly occurred. As I tried to understand what he was telling me, [redacted]. I said I will not pay for a service I no longer wanted ,and want a refund for the overpayment and the fact that my acct online didn't show that overpayment was a huge error in there accounting. He told me I would not get a refund ,despite my no longer getting their service, said even though their staff had miscommunication and a glitch in their system, I would not get my refund, [redacted]. After dealing with them for years and spending thousands of dollars with this business , it is a shame they did not demonstrate a proper level of customer service.Desired SettlementRefund of $349.60Business Response I am a little confused with [redacted] statement. According to our records she paid $100.80 for her grub control applied on 7/22 on 9/23. She then paid $100.80 a second time on 10/18 which was applied to her outsanding balance of $233.10 for regular tratments performed on 7/22, 8/20 and 9/17. These were $77.70 apiece leaving a present outstanding balance of 132.30. There are no notations at all on her account about her ever cancelling the service even when collection calls were made. At this time I will suspend any collection calls and will not attempt to collect thhe outstanding balance but no refund will be issued

We have registered several service complaints with TRUGREEN re: the fact that this season our entire lawn is brown, thatched, and contains grubs. This is our third season with TRUGREEN. Since beginning the season, our lawn has deteriorated. We have irrigation system and water as directed regularly.The condition of our lawn is frankly, a "disaster", in spite of our attempts to have TRUGREEN correct the problem. We repeatedly hear "this is a bad year for...." in spite of the issue we present. Our lawn is brown, thatched and thin-turfed, and we recently discovered grubs. After addressing the issues over the course of the season with TRUGREEN, with no results, TRUGREEN finally "analyzed" the issue in late August, and were told to have the lawn aerated for a several hundred dollar charge. Due to the condition of our lawn, we asked that the cost be addressed, believing it should be free- of -charge as our lawn was entirely ruined. We spoke to management, who came back with a slight discount on the charge. No mention was ever made about grubs; instead, TRUGREEN analyzed shrubs and suggested another treatment (at additional cost) to have the shrubs treated. Our concern is not with our shrubs, nor have we ever requested that this be addressed by TRUGREEN. We believe that we paid TRUGREEN over $300.000 to "ruin" our lawn, and after having been customers for several summers, we hardly expected that our concerns would be addressed by adding in additional charges, rather than demonstrating an appropriate level of customer service by rectifying the problem without a charge, or issuing a refund. If this had been the case, this complaint would not have been necessary, and although we would have never hired TRUGREEN again, we would have some satisfaction in their service-practices. Desired SettlementDue the the above-stated condition of our lawn, we are asking for a full refund of our season payment. It will most likely cost us at least this much to begin to have our lawn reconstituted by another business. We believe this is a reasonable request, due to our consistent attention to this matter; bringing it to management over the course of the summer with no results. As additional problems are continuing to arise, we are going to have to make a significant financial investment in rectifying the issue. Thank you! Sincerely, [redacted] and [redacted].Business Response Per the customer's request, TruGreen has requested a refund for the full payment of the 2013 services.