• Report: #755890
Complaint Review:


  • Submitted: Wed, July 20, 2011
  • Updated: Wed, September 26, 2012

  • Reported By: Dave Dragon — Tampa Bay Area Florida USA
860 Ridge Lake Boulevard, Memphis, Tennessee 38120 Tampa, Florida United States of America

Trugreen Chemlawn Bait and Switch - Signed up for one lawn treatment, got billed for two. Tampa, Florida

*UPDATE Employee: customer service

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I made the mistake of doing business with Trugreen.

One of their area sales reps knocked on the door and pointed out that the lawn had Chinch Bug damage, which I already knew about, and had already sprayed the lawn with Talstar, a commercial pesticide.    

Since the lawn had not responded quickly to the treatment, I decided to give Trugreen a try with the caveat that This would be a one time treatment for $44.00, and If I decided to continue the treatments, just keep paying the bills as they came. David the Trugreen Sales person.    

David, insured me that if I decided, for whatever reason, to discontinue their services, all I needed to do was call them and that would be that.    

It sounded simple enough, and that's what should have tipped me off.    

I received their first bill, and instead of being $44.00 as stated to me in person by their salesman, standing on my front yard: It contained two bills, at $44.00 each for a total of $88.00; One for Chinch Bug treatment and one for Lawn Service 5, whatever that is.    

So, I called the 800 number listed on the statement for billing inquiries.    

My intent was to pay the bill over the phone by credit card, once the confusion was cleared up, as the lawn now was recovering from the damage.  I was actually satisfied with the service at this point and planned to continue with regular treatments.    

What I got instead, was that the lawn received two treatments and I owed $88.00 instead of what their representative told me to my face a few weeks back.    

I should have known not to deal with Trugreen, as I have been warned by folks I know, of Trugreen's practices and read about Trugreen Consumer Complaints.    

I told the person I spoke with to Cancel the contract and discontinue all services on my property, and that I would be sending a check for the $44.00 I had agreed to.    

Her reply was "It will go to collections."  Not, how can we make this better?, or how can we keep you as a customer?, or would you like to speak with a Customer Service Representative?  Nope, they went straight to threats of collections.     

I then called the Customer Service number (not an 800 number) listed on the web site, to find myself on eternal hold once I asked to speak to someone at the Corporate Customer Service Department.    

I guess it shouldn't surprise me that they discourage customer service calls by placing them on eternal hold until the caller gives up and drops the call.

This report was posted on Ripoff Report on 07/20/2011 07:06 PM and is a permanent record located here: http://www.ripoffreport.com/reports/trugreen/tampa-florida-/trugreen-chemlawn-bait-and-switch-signed-up-for-one-lawn-treatment-got-billed-for-two-755890. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

customer service

AUTHOR: melissa - (United States of America)

I am a customer service rep for this company. It sounds like your sales rep david sold you the entire healthy lawn program, not just one application for chinch bugs. You should have signed a service agreement that explained the program to you, and if you didn't then you would have received a call from the auditor at your local branch to verify the services with you. That phone call is actually recorded so if you feel like you were lied to then you can always call your local branch and ask to listen to that recording. As for the 2 bills totaling $88. The application for chinch bugs is called one of our expanded services and is not included in the regular healthy lawn program. So when they came out to do your first regular lawn application they also did the application for the chinch bugs, so you had 2 services applied on the same day, so your total came to $88. The 800 number you called does direct you to a customer service rep but not at your local branch. You can go to www.trugreen.com and type in your zip code to get the number for your local branch. As for being placed on hold for so long. This is no excuse but the company decided to switch their phone systems this year and it was nothing but a headache. I work in Illinois, but not only do i take calls for my local branch, i also take calls for the 12 branches in our area and the states of Michigan, Wisconsin, Indiana and Minnesota. I typically take over 200 calls in an 8 hour day, because of the new phone system they switched to it has been nothing but chaotic. So, If you were unhappy with the services i would call your local branch, ask to listen to the audit tape, listen to that and see what was agreed to. If you agreed to the healthy lawn program and the chinch bug application then you will be held reliable to pay the balance of the 2 applications completed. If i get a call where the customer is confused on what they signed up for, i am usually willing to split the bill in half with the customer. Ask the customer service rep you speak to if they are willing to do that. We are not the number one lawn care company because we mistreat our customers. We will do anything to make the situation better, but we can't help it if an angry customer decides to complain to the internet rather than just calling their local branch and solving the problem. 
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