My experiences with Trugreen\Chemlawn Company.
I have decided to publish my letter on the Internet, because all other
options failed to produce any results (I made numerous calls to local
and Corporate offces and sent letters to Corporate Headquarters).
Pictures of my lawn after I used TruGreen Service:
"Dear Customer Service Manager:
I signed up with the TruGreen - Chemlawn Company in 1999
for the first time, I used your service for a year, and followed all
recommendations. During this time there were many occasions when I had
to call you back, because the treatment was performed poorly or the
technician forget to spray the back yard. After one year I didn't see
any improvements, then I decided to cancel services with your company
and start doing them by myself.
In 2002, a Sales representative named Kevin called me and
asked if service should commence, he promised me it would be different
than the last time. He was begging me to come back. He said "If you're
not satisfied, you do not pay". Kevin said if there were any problems
call him, I was scheduled for a lawn treatment. The first service was
done very poorly, the front yard was sprayed un-evenly, I checked the
back yard and it hadn't been done at all. I called them the next day
to see what was going on. I talked to Kevin, he apologized and
couldn't explain why they didn't treat the back yard, but he promised
that I had received the complete normal service again.
When a technician came back he sprayed the backyard only,
and didn't spray the front yard at all, which was done poorly last
time. So I called again and spoke with customer service. They were
rude and had no interest in correcting the problems. They said "We are
not painters, we don't have to paint your yard", I asked Kevin to call
me. He called me back and promised a rapid service call. He kept his
promise and a technician performed the service again. So the fist
treatment they completed in three steps. Then there was more treatment
when I called again to schedule a rapid service call, because it was
In March I found out my sales representative was no
longer working for TruGreen - Chemlawn, this meant the person that got
everything done for me was gone. My last service was done in May,
before this, I spoke with a supervisor at TruGreen - Chemlawn and he
said if I don't see changes, he will come and do an analysis on my
yard. I was out of the country for 3 week in June, when I came back I
didn't see positive changes, my back yard looked worse than before. In
July I received a call from TruGreen - Chemlawn about payment. I asked
the supervisor to call me back, but that never happened, Later I
received call about payment again and I said "I will pay when a
supervisor comes to see my yard", that never happened either.
In August I called again and spoke with customer
service, they transferred me to supervisor Larry. After telling my
story he insured me something will be done about my lawn and he would
call me back. I never received a call from him, but I received a call
about my bill again.
I had to go through the whole process of contacting customer service
again, until I got hold of the friendly supervisor Larry. He said he
remembered our conversation a couple weeks ago,
but he was unable to see my yard, he ensured me that this will be done
by a lead technician.
I promised to give the technician a check, if he found my yard in good
After waiting 2 weeks I received a collection notice
from TruGreen - Chemlawn. I decided to not even bother with the
TruGreen local office any more. I called the corporate office and
spoke with Michael, a customer service representative. He was very
nice and polite, he sad he will contact the local office and find out
what was going on. He gave me a call back and said "This is a long
issue, my account closed and I don't owe TruGreen - Chemlawn
anything," I asked to be sent a letter that stated the same. I didn't
receive any letter that I asked for but on 09/20/03 I received a
collection notice again.
I am writing this letter not only to complain, but to ask the people
at the TruGreen- Chemlawn Company to please step up and do something
about your poor service.
I can assure you that I am not exaggerating anything and that the
situation is actually far worse than this. At any rate, I said adios
and will never use them again. I will never recommend anybody to
become a customer of TruGreen - Chemlawn Company, ever. Charging money
to make my yard look like the attached picture is ridiculous. I hope
that someone actually reads my letter and does something about it."