TruGreen Lawn Care - 5067

I will give them 3 out of 5.

They do a great job! I would recommend them and use them, again.

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They couldn't aerate the same year that we put the sod down. They did realize that there was a problem. They did apologize and they did give me back my money. Their prices are one of the best. They are not the best with communication.

Fine

There was no charge because they messed up three appointments so they said there's no charge on this one. That's why I gave them a B. being generous, I'll give them an A on quality.

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We have an annual contract with Trugreen for trees and shrubs, for the entire yard. Tree and shrub serviceman came out to spray trees and shrubs and was upset that I was only charged $49 per treatment. I had no idea how much I was paying, until he told me. He refused to spray my backyard. My five lelands in the back are dropping leaves and turning brown, so I asked him to at least spray them. He got very angry, stormed off to his truck, kicked the passenger door shut, got in and slammed his door, and sped down the street to the other end of my lot. He then got out, grabbed his hose, and stormed into my back yard. Was so unprofessional and irrational. Also, did not leave an invoice in my door describing the services he performed, as they normally do. That same day 8/18, I called Trugreen to complain, was put in a queue, left my number. The next day 8/19, they did not return call, I called back and explained to clerk what had happened and asked for a manager to call me. She was very apologetic, said my problem was high priority, and assured me a manager would call me. Also told me serviceman had delleted my service call from the system, so she did not know who it was, but asked me for a description. On Friday, 8/21, I still had not heard from Trugreen. i called back, talked to another clerk, she pulled up my account, read my complaint, and was very apologetic. She told me it had high priority status and a manger should call me by 3. She said if not, I should call back. Really??? That evening, still no call. I emailed the corporate headquaters stating my problem. I have never received a call from anyone. On Monday, 8/24, I called and canceled my aeration service. Today 8/25, I called and cancelled the rest of my services. Asked for a refund since I had prepaid for the year. Meantime, my cypress and lelands are full of spider mites and two ornamental trees have scale, even thiough i have paid Trugreen to treat my trees all year. Lawn service was fine, Very disappointed.

This is a hard review to write because if I was reviewing the old Tru Green that allowed the local offices to take care of their customers I would without hesitation give all A's, but now customer service is an F for sure and it is no fault of the local employees.  Up until Tru Green became less local, more corporate and went to a call center model, not a local office based model we had a beautiful lawn.  It used to be if there was an issue with our lawn we would call Newport News, talk to a friendly person and they would send someone out within a few days, now we have a to contact a call center on the other side of the country and hope they get the message right, which they have yet to do.  If I had the ability to talk to the local office I have know doubt they would have had someone out right away spraying the fungicide our lawn needs, instead I have a half dead lawn due to brown patch.  Before, we always had it sprayed as a preventative measure for brown patch and somehow they have managed to remove that service from our current account.  It has been 2 weeks of trying to get someone out to spray as we watch our lawn slowly die.  Most people don't like to waste their time having to call multiple times to have a simple service set up.  The call center operators have a script they read from for everything ("I understand your frustration", I apologize for your inconvenience",etc...), they know nothing about your local lawn and seem to assume you don't either.  It used to be one of the best run companies we used, from the office staff to the people who came out to treat the yard were friendly, professional, punctual and knowledgable, now they no longer allow you to talk to a person locally.  They convinced us to give them a second chance several months ago and nothing has changed, so we are now moving on to a truly local company that knows our local lawn and who we can call directly.  True Green needs to recognize how good the local office is and let them do their job, which is take care of their local customers!!! Can't imagine there aren't other customers feeling the same way and canceling their service also.

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They came out on time and were very responsive but their price wasn't as competitive and I believe they could do better. I would use them again.

Large bare patches in the yard.  One large tree dead.  I signed up for one full year of service and they tried to bill me again in March for renewal when it shouldn't have been until July.  Additionally - I cancelled the tree and shrub service when I needed to save some money (the tree was already dead by this time) and they constantly harass me about it. I finally had to get nasty with them about not calling me any longer for the service.

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This was my fourth application at $49 each, which i had prepaid, and i should have quit the first time when i had cautioned the service "specialist" to not spray my goldenrod because butterflies and bees feed off the blossoms. He pointed to my broccoli and asked if that was it. I watched him miss large patches especially in corners. I had tree and shrub fertilization which i cancelled after the first application only to get another phone call saying they would be there again. Customer service is unskilled. I called to cancel my service and get a refund. There were long, long pauses between my request and a response. Finally i asked, are you there? You sound like your falling asleep? She said she was looking something up. I again requested a refund and asked when could i expect it, and she said, a week i think; maybe 15 days or workdays. The company is environmentally wasteful, leaving oversize advertising on my doorknob and a plastic holder with more advertising in my front yard each time they come by. Plus, i cannot get rid of them. After filling out their survey and explaining over the phone why I quit, i've gotten 5-6 phone calls asking me why.

Actual coverage was 2/3 of the lawn and most of the year I had weeds in the coverd part most of the time and in the part they didn't do was lots of weeds.  I called a couple of times and was told it would be corrected but it never was.  I canceled the renewal. 

There's a serious  management problem with this company. I prepaid for a complete package of lawn treatment in October and imagine my surprise when someone from TruGreen called a few weeks later to sell me lime an additional treatment for $30. The caller was very evasive when i told him i was prepaid and he kept interrupting me with his sales pitch about how important lime treatment was. I refused the treatment but called customer service and was told that was part of the prepay. The day before Thanksgiving i got an automated phone call saying there would be a TruGreen service Friday. No show; no explanation. I called the main office in TN and was told that my treatments were done for 2014. I called the local office in NN, and yes, i do have a lime treatment scheduled for this year. It's too early to say if my lawn will look healthy in the Spring, but so far, this company is taking up way too much of my time.

Recommend NOT using them.

They did not come when initially scheduled.

Phone number went to random call centers in multiple states. Could never talk to our service rep.

Only interest in us was when told them to cancel the service.

Service was good, tech was knowledgeable, results visible after a few days. Weeds are dying. That's what I really wanted to see. The tech promised a follow up visit but have not heard or seen this yet. I believe they follow a program, a good program but have a hard time providing personal service for specific jobs or issues. I will update once I get the follow up service completed.

The provider did a good job but the national office was horrible. We read all the complaints about TruGreen billing continuing to bill even after requests to stop service. We decided to be smart about it and pay in advance for one year. Approximately one year later we started getting phone calls at 8pm saying we owed a balance and would we like to make a payment. We explained we never authorized an additional service beyond one year but the person on the phone (who sounded like a collection agency) simply said we owed. I've NEVER been late on a bill and NEVER been turned over to a collection agency so after several phone calls repeatedly telling us we owed money my wife called during business hours and was transferred multiple times until she found someone who could look us up in their system. Turns out we still had 3 months left on the initial one year payment. This was infuriating to us. We were made to feel like we were defaulting on a payment when in fact that was not the case. The worst part of it is the local guy doing the work is the one who suffered when we asked for the remaining three months be refunded. We would have continued the service and paid in advance had the national billing office not acted so unprofessional.

Tru Green has been great. They never missed any application, always call and schedule you to let you know you don't have to be there but they call and let you know when they are going to be there. They leave you information if they noticed something about the trees, because I have our trees and lawn done so they noticed that something's growing or trees not looking to help you or something. They give you notification that you need to notice this from the last time. I would use them again in the future.

Did a very good job and left helpful hints for me.

I've been a TruGreen customer for approx. 10 years. I was happy with their service in the beginning. Within the last 3 to 4 years, they have not responded to my requests for lawn inspection of trouble areas and have stopped applying lime during aeration and overseeding, even though they have always done it in the past. A soil analysis, by them, clearly showed that my soil requires substantial feedings of lime to stay green.Corporate customer service (Ken) stated several times that someone would contact me , but no one ever did. It appears that TruGreen has too many customers and no time to follow up with complaints.