Short excerpt from a YouTube video titled 'The \"True\" TruGreen Experience' (uploaded by Mike Andes). In this excerpt a customer (SPEAKER A) complains about TruGreen: missed areas, poor attention to detail, crews arriving unannounced, and issues with locked gates (they removed the lock because crews sometimes find it locked). The tone is frustrated and conversational.
We have a couple of beautiful lawns in my neighborhood that use you all. So right now we use True Green, and we just haven't been so pleased with them lately.
Oh, man, that's a bummer.
It is, because we've used them for years, but lately it's been missed places and they don't pay attention or they come when they're not supposed to. They come when they haven't told us they're coming, so.
Oh, no, that's frustrating. I'm sorry. My final question here would be, do you have a gate that is typically locked anywhere on the property?
No, we've taken the lock off. Like I said, Trugreen comes and they don't tell us they're coming, and then the gate was locked. That's the area they always forget.
Customers hate bad quality, but they also hate bad communication. In this case, Trugreen is a massive company, but that's no excuse, because communicating with your customers can be as easy as setting up an automatic email reminder telling them the day before their service is scheduled to unlock their gate.
