TruGreen Service = TruDisappointment
FREDERICKSBURG, VIRGINIA -- I received a letter from this company inquiring as to why I canceled my lawn service. I responded with a very detailed letter and was not even given the courtesy of a response. I am hoping that if I put forth the effort to put this on the internet for others to see that may be someone will decide it is worth their time and effort to respond. One day a salesman John Hutton came to my door from your company asking to treat my trees and shrubs. I have a lot of htem, so we walked out into hte yard and looked at all of htem, and he said he could treat them for $39. That was a great price so I signed up for it and he said he would send someone out hte next week to do the job. All went accordingly and a guy shows up at my door and says he is there to do the job, but that he would not do all the trees for that 39 dollars. I said that was the salesman's price not mine. So I called the salesman who had assured me that he would always be there to help me and I could have his cell number to call anytime. I told john what was going on and he siad he would talk to his supervisor and get back to me. In the mean time I asked hte service tech if he could at least treat my two big trees that were not looking too healthy. He did and left a bill for the 39 dollars. I never heard from John again and called the local office to inquire as to the status a couple of weeks later. The lady said she would look into it and give me a call. She never did as well so some time later I called again and hte lady said she would send someone out on Monday to finish the job. No one ever came. I called the national number in TN and the lady was very sympathetic and said she would contact hte local office again sometime later, because now it is about the principle of the thing and happened to get a guy named Jesse, who listened to my story and said he did not work in that office but that he would, as he was filling in for someone else, come and take a look. Surprise surprise, he shows up an hour later and I tell him the story again and he says that the tech should have never refused to treat all hte trees as that was not his call and that he would personally see that the guy came out and finished the job on Monday. Low and behold hte guy comes and does the rest of the treatment, but later I find that he has left me another bill. I had already paid hte first one, which I see was a big mistake on my part. So I call and get the TN office and she agrees that is is an error and says she will fix it. Then I get another bill and it is not fixed, so I call and want to speak to the local office and they tell me that I cannot talk to them, everything must come through them. After more attempts, I do get to the local office and the lady says she will issue the credit and do I want to cancel the service. I am pretty hot by now so I said yes and she says she will send me a check, since I had prepaid the entire year service for the lawn. I asked her when I could expect it and she said 5 to 7 days. Two weeks go by and no check so I call again and she again says she will process it and it will be 5-7 more days. So I ask for her sueprvisor and she says there is no one in at this time and it will be after 5 before one arrives. I said fine, have her call me. She never calls. I call back hte next day and ask to talk to the sup that was supposed to call me back. I do not remember her name and she was there and I asked why she did not call me back and she said she was supposed to issue a refund and since it was taken care of she did not feel a call was warrented. I asked her since the check was supposed to take 5-7 days to process does that mean the original one was never processed and I was lied to about it the first time and she says yes. I cannot tell you how many hours I spent on the phone with so many people, telling and retelling the story to that point, which got longer and longer, and alonger. I was frustrated to tears, never finding anyone who seemed competent to do their job, from service to billing and customer service. I am amazed that you are in business. Which is a shame because my lawn was looking good. If I do not hear from you I will then know that this goes all the way to the top. I would not have written this letter as I was resigned to let it go after getting my check until I got my letter from you asking why I wanted to cancel my service and how to get me back as a customer. That would take a lot of nerve if it was not just a mass mailing form letter. It did give me your name and position to vent the reason too. So here you are it is all in your hands from here. In all the businesses I have worked at there are problems, and you cannot fix problems you do not know about. Now you know, ball is in your court. This is the worst customer experience of my life. There was no place where the buck stopped.
John Rodgers - General Manager at TruGreen - this was sent to you directly in the middle of December 2010. It is now Feb 1st and I have yet to hear from you. ...the ball is still in your court.