TruGreen ChemLawn - Pricing

On June 8 2011, my wife called TruGreen of Greenville, NC to terminate service and make a final payment in preparing for the sale of our home in Jacksonville, NC. Apparently, the customer service representative failed to process the termination yet did process the final payment through our credit card. Since then, TruGreen claims to have made a lawn application on July 29, 2011, after we sold and vacated our residence in NC. They then sent a bill ($81.25) for the lawn application to our new address ** which we received on August 8, 2011, which begs the question, "What did TruGreen think the forwarding address was for if we had not terminated service?"

That same day, my wife called TruGeen in an attempt to resolve the billing issue. The customer service representative said that service had not been terminated. My wife requested to have service terminated at this time and she was provided a cancellation confirmation number. The representative then told my wife that we were still responsible for the cost of the lawn application. She then offered to resolve the billing issue if we were willing to pay for half of the payment. My wife did not accept the offer.

On August 11, my wife submitted a customer request to Mr. ** through the TruGreen website. We have yet to receive a response.

We then received another bill from TruGreen on September 13. I called customer service the next day. First, the customer service representative implied that I was lying about what transpired during the original call; indicating that we would have a confirmation number if we requested cancellation, and it was inconceivable that she could have made an error. I asked to speak to Mr. ** but he was unavailable. I called several times, no response.

We contacted the BBB, and Mr. ** claimed not to have our correct phone numbers, which I provided again. To date, 9/27/11, we still did not receive a phone call from him. However, we did receive another bill on 9/26/11.

I have been a loyal TruGreen customer for 5 years, and therefore, spent close to $2,500.00 for their service. I cannot believe the way my wife and I are being paid back for this loyalty by this company.

I had scheduled TruGreen to come out and access my lawn, as the St. Augustine grass was yellowing in some areas. No dead grass, just yellowing. He did not dispute whether or not I had chinch bugs. The treatment to use was to work on the chinch bugs, and I asked numerous times that I could not have the lawn burnt. I stated that the house was on the market and clearly a for sale sign posted on the front lawn, and I could not have the St Augustine grass killed.

I specifically stated that I had another service that was to remediate the chinch bugs (well over a year ago). The chemicals were too strong, and killed the live grass. It has taken the entire last winter and spring for my lawn to recover, and still have bare patches in the front yard, where the grass is still filling in. I wanted to make sure that my lawn would not be killed by the chemicals since the property was on the market, and I couldn't afford to have the lawn damaged at this point in time. I made it abundantly clear with my concerns on the chemical treatment.

The technician assured me that the chemicals they use would not kill the grass. I was told that he would treat the lawn for chinch bugs. After time had passed, I noticed the lawn had died in large patches were the grass was alive, and there had been no presence of yellow grass. In addition, the entire lawn had dead grass surrounded by green grass. I don't understand why there was so much dead grass when I cut the lawn, and I collect all the grass clippings. Now the grass blades are still yellow which made me wonder whether there were chinch bugs present in the first place, and the grass itself was not as green as it had been before the chemicals were used. It seems that it's overwatering, much rainfall and lack of iron that is causing the yellowing. I was told on the first treatment that they were running a promotion; it would cost $46.00 less, a promotional discount of $23.00. Which would mean the total cost would be $23.00. So, I agreed to that, as I'm on an extremely tight budget.

After the lawn was dying, I didn't know how I was going to handle this, so time passed. I was at my wits end since the house is on the market; the lawn burned in areas, and much dead grass would make an impact to curb appeal. I've been concerned with looking for work, and dealing with selling the property. The lawn problem was the least of my worries. The company contacted me; I told them I was extremely unhappy with their service that I was not going to pay the $23.00, and did not want them to do any further service. I further explained that the grass was still yellow, and the grass was dead in many patches (burned) where the grass was alive and overall, the lawn was brown.

TruGreen stated they would send someone to access the damages. I noticed the technician on the property, and I went out to speak with him regarding the issues with the treatment. The comment was that he could not access the property, as he had not seen it before the treatment. The technician wanted to treat the lawn, and I stated I didn't want any further treatment to the property. I stated since I was unsatisfied with the initial treatment, why would I consider having them continue to treat the property? I would not be paying for Trugreen's services, as they did not stand behind not burning and causing more damage to the lawn. He informed he could do nothing about the bill. The company would be the only one to deal with about it.

In the meantime, I received another bill. I received two bills; one for chinch bugs in the amount of $46.00, and the second bill for the lawn care in the amount of $46.00 (less $23.00). I didn't understand why there were two bills when I was told by the technician that it would be $46.00 less the promotional discount of $23.00. So, the amount to be paid is not $23.00, but $69.00. A lot of double talk and plan old switch, and bait. No where did the technician stated $46.00 for the chinch, and $46.00 for the lawn care less $23.00. Furthermore, he was to treat for chinch bugs, and that was what I had them come out to treat. I would never have agreed upon that $69.00. I further explained to the technician that I was not in a position to pay a lot for the service; $23.00 for the initial and then $46.00 for each continuing service would be fine, as finances are tight like many millions other Americans.

Now I am at a standstill; not knowing where to turn, or what my rights are. Do you or anyone have an answer? What have others done in this similar situation with TruGreen? Tell me, does one pay for services rendered when damages are the results of their services? If you take your car in to get fixed and the work is not done, do you pay the bill? No one seems to stand behind their work or their word. I was assured that the chemicals used to treat the grass would not kill the grass, and the cost would be $46.00 less the promotional discount of $23.00, which would mean $23.00 for the first treatment. It seems that the yellowing was caused by overwatering and much rainfall, and lack of iron that is causing the yellowing not chinch bugs. They deceived me to get the work.

I have two properties ... one in St. Charles and one in Glen Ellyn. I have used Chemlawn for many years in St. Charles. In 2000 I began using their service at both properties. I used to be happy with them, but it seemed like they were coming more and more to both properties and the prices were going up and up ... to sixty dollars a crack. In the spring of 2003 I called to cancel the service for St. Charles. It was just too expensive.

Their salesman convinced me to stay with the service if he dropped the St. Charles price to $25.00 for just four basic treatments ... fertilizer and weed killer, nothing more. SO, they kept my business. (big mistake on my part) The next St. Charles bill was for $25.00 and then they went up the $35.00. When I called to complain, they said no one ever told me it would be $25.00. SO I sucked it up and paid the $35.00 each time because I didn't want the hassle of fighting them.

But now I am really upest. They came to both properties on December 8th, 2003 and the total was $261.68! At St. Charles, the total was $152.00! This was $58.71 for fall fertilization, $58.71 for fall dormant oil, and $35.00 for EARLY fall application! On the same day, they charged me $109.26 for fall dormant oil ($60.77) and late fall application ($48.49)! (Isn't December 8th a bit late to call it fall application?) I called to complain about the St. Charles bill and how they weren't authorized to do all of those applications. I offered to pay for the Glen Ellyn bill and the $35.00 of the St. Charles bill because the rest was not authorized since I had called them in the early spring to cancel and then was talked into staying with the "discount" and only basic applications.

The guy said he'd have to speak with his supervisor. He called back in about an hour and said they have no documentation that I called in the spring to change the order. Therefore, since they provided the service, I would have to pay. They were also mad that I hadn't paid the bill yet and I explained that happened because I needed to have time to talk with someone. I am on spring break today and finally had the time. He said it's an issue of me not paying and I said it's an issue of them providing services they were not authorized to provide.

I am being asked to pay $117.42 for a service I didn't ask for. I have medical expenses and I don't want to just throw this money to the Chemlawn wolves!

Last Fall I agreed to have an ant control sprayed around the perimeter of my home. I was told that the treatments would be done once in the Fall and once in the Spring and the cost would be $83.46 tax included. The perimeter treatment was to last one year, (12 months), as per the sales call that I received. I agreed to the two treatments. On Sept. 24, 2003 the first application was applied. I paid $41.73 for this application. Then, on Oct. 27, 2003, I found that the True Green Chemlawn put the second application. I wondered why the second application was put down only a month later--but I paid the $41.73 for the application. I felt the people knew what they were doing.

Then...last Friday, on March 20, 2004, my daughter, who was checking our house while we were away, saw and killed several ants. When we arrived home, on March 22, 2004, we also have been killing ants. Today I called our TruGreen Chemlawn and told them about the ants. I was informed that each treatment lasts only a month! I was suckered because I was told the two treatments were to last one year and I believed them. Then I questioned why the Spring application was done one month after the first...response: it only is good for one month! At this rate, I would be paying them $500.76 to kill ants all year long. I had been spraying around my house one time a year, using three spray cans at about $4.00 each. So for $12.00 I was ant free for ONE WHOLE YEAR!