Heron Home & Outdoor
reviews and complaints

Business Response There are a few items I would like to clarify regarding our services and what those services include. First, soil PH testing is not part of our service agreement, we do not test soil on properties to determine nutrient deficiencies. We actually charge for such requests, though, in this case, we have done so at our additional expense to provide you with superior customer service. Second, we are not placing blame on you, we are in fact not blaming anyone. The simple fact remains that a "shade tolerant" turf does not guarantee a turf will grow as well in shade as it will in full sunlight. Taking into account the shade being provided by an oak tree, which will naturally produce acidic soil, and bind the nutrient availability from the turf, the lawn will not look the same in those areas. Finally the root competition for the nutrients in the soil will be won by the massive oak tree, not the relatively smaller St. Augustine turf below it. Third, we have not caused additional costs to maintain your lawn. We are symbiotic with the other two areas of proper lawn care which consists of watering and mechanical care, i.e. tree trimming if necessary to accommodate the needs of the turf. We have completed fifteen regular services and have returned eighteen additional times to meet your expectations. Our services are bimonthly and we do our utmost to provide you with a great lawn program during those visits. You have made use of our free follow up services when issues have presented in between services, which will happen on occasion. We see your lawn once every 60 days and you see it on a daily basis, that is why we have the service call program in place. We expect issues will arise between services and want to ensure our customers know we will address those concerns at no additional cost to them. Unfortunately, we do not provide 100% individualized plans for our customers. We do however adjust our services as needed to accommodate our customers specific lawn needs, within our agreement parameters, as we have done on your lawn consistently. There are no lawn programs that I am aware of that will fit your needs in this way. I am sorry that we are not able to meet your expectations, we have certainly done our utmost to do so. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have been a customer with Heron Home and Outdoor since 2018. Shortly after I became a customer I quickly noticed that I had to take the majority of the responsibility of issues detected around my lawn. I utilized a landscaper and an arborist to determine which type of turf would perform best on my property. The ultimate decision was Saint Augustine- Seville. My yard was well planned out and I take meticulous care of it. I expect it to be full, healthy and look great most of or all of the time. Of note, I have a regularly maintained and calibrated Hunter MP rotator irrigation system and all of my lawn equipment is non-gas powered and properly maintained routinely and appropriate for my lawn type. From the very beginning of utilizing Heron Home and Outdoors services I primarily have had to stay on top of the care of my lawn. For example (not all inclusive): Sod webworms routinely (and since the very beginning which thinned out so bad my lawn required plugs to recover, slow process) Fungus most of the time Placing blame on me instead of the company assessing and making a proper diagnosis of the issue(s): - Told not enough light and being told to have oak trees trimmed (multiple times (3) by multiple Heron staff/senior staff and I did, very expensive). Again, Seville installed and times calculated out to ensure enough sunlight for turf selected- all areas get at least 6-8 hours daily and perform robustly - Told no pH imbalance when there was (each time too acidic). I had to test myself multiple times over multiple years for confirmation - Told I have chemical burns on my lawn multiple times, I have no gas-powered equipment, and each time these areas struggled to recover and one area is still recovering. These areas suffered from insects, lack of proper fungal treatment and fertilization I have been proactive and compliant with Heron's lawn technicians and management. The best resolution to a more detailed lawn care plan for my lawn was executed by Randy and unfortunately, he is no longer employed with Heron to my understanding. Since then, Chuck has been less than responsive or helpful on multiple occasions pre-dating my encounters with Randy and again after Randy. Too often the services being provided are reactive instead of proactive and mostly per my recognition. I believe a more thorough thought out plan and an individualized plan for Heron's customers is necessary. Not all lawns can be maintained the same way. I have requested follow-up services recently and as per usual not all of my concerns were properly addressed. The blame was shade decline and a recommendation of considering an alternate ground like ground jasmine or mondo (artificial) grass. What an insult and lack of care for a home owner who takes pride in a nice lawn. I was also told on a voicemail after the service call that the technician has no way to obtain a pH measurement. Also, the technician stated that no active insects or fungus found. I phoned August 23rd and 26th and requested a call back from Chuck or other supervisor/manager to discuss my concerns and a plan with no timely return call. When I finally received the call back, more than a week, I was unavailable as I was at work. When I phoned out the individual I spoke to was unavailable for me (meeting or similar actively in progress). Again, difficult to speak with or get the proper care for my lawn due to inadequate services, staff, leadership or other. If Heron Home and Outdoor technicians and leadership are unable to properly care for and maintain a lawn or if any lawn is too difficult for Heron Home and Outdoor to care for and maintain please advise the home owner to enable them to seek services elsewhere. I feel that after more than two years of persistently dealing with these collective issues it has gone on long enough. I have always made payment on time without delay for all services utilized. Heron Home and Outdoor has caused additional costs to me, per recommendations made unnecessarily by Heron Home and Outdoor, to maintain my lawn that I should have never had to pay for. Please take the responsibility your company claims: " Features of our Platinum Lawn Program: Knowledgeable, certified technicians with fully stocked trucks capable of handling any and all lawn needs Detailed notes provided per visit on observations and treatments performed Technicians custom-blend applications based on your lawn's specific needs All-inclusive: No extra charges for issues like chinch bugs, fire ant or pre-emerged crabgrass Year-round weed prevention and control Micronutrients applied to keep your lawn green Most advanced, premium applications for maximum results Environmentally responsible: We have eco-friendly vehicles and products Strict adherence to all local and state fertilizer ordinances Backed by a Turf Replacement Guarantee FREE follow-up visits and service calls " I will not continue encountering expensive recommendations or methods and absorb the blame of substandard lawn care by Heron Home and Outdoor. Most recently I received an email from the operations manager Chuck and the district manager Terry further blaming sunlight, root competition and other naturally occurring elements on my lawns continued decline. I hired Heron Home and Outdoor for this very reason. The operation and district manager went on to point out the number of times they had to respond to my lawn. . . The service I purchased includes follow-up in between regularly planned lawn care service and maintenance as issues arise. Evidently Heron Home and Outdoor does not want the responsibility that they so claim to be capable of dealing with pertaining to lawn care. Please find the most recent photographs of the lawn Heron Home and Outdoor has left me to deal with. Still have failing areas, fungus, unidentified areas dying/drying, yellowing, thinning, etc... Heron gave up on my lawn long before I decided to fire them. Choose your lawn services carefully or simply do it yourself. At minimum Heron should be responsible for providing a refund for services as they did not uphold their promise. The refund amount should cover all expenses required to bring my lawn back to that condition. Heron should have provided new sod/plugs and attempt to treat my lawn to bring it back to its original and healthy state. Regarding photos Heron provided; the photos pre-date the current condition they left my lawn in when I fired them. Business Response The photos were taken on September the 2nd, 2021 and sent to me via text message the same day. We do not deny there are areas that suffered insect damage, we responded to those concerns as they happened. Unfortunately, as mentioned previously, we cannot completely eliminate all insect infestations or prevent them completely. We only see the lawn 6 times per year for regular services. Our agreement with all of our customers clearly states part of the service and our guarantee requires a symbiotic relationship with our customers. Which, in this case, we had as mentioned previously as well. We will gladly refund the last service provided per our agreement and satisfaction guarantee. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Taken directly from Heron Home and Outdoors website 09/28/2021 (screenshot available): CENTRAL FLORIDA'S TOP LAWN SERVICE COMPANY In Florida, lawns are subject to a lot of heat-literally. Between the stress of the weather and the common lawn insects in our area, keeping a healthy lawn can be difficult on your own. That's where the lawn service specialists at Heron Home & Outdoor come in. CUSTOM LAWN TREATMENTS Our team believes that to achieve an exception lawn, regular, attentive maintenance is required to keep it healthy and prevent diseases or pests year-round. To achieve this, we are proud to offer our Platinum Lawn Program designed to keep your lawn in tip-top shape with custom lawn treatments. Features of our Platinum Lawn Program: Knowledgeable, certified technicians with fully stocked trucks capable of handling any and all lawn needs Detailed notes provided per visit on observations and treatments performed Technicians custom-blend applications based on your lawn's specific needs All-inclusive: No extra charges for issues like chinch bugs, fire ant or pre-emerged crabgrass Year-round weed prevention and control Micronutrients applied to keep your lawn green Most advanced, premium applications for maximum results Environmentally responsible: We have eco-friendly vehicles and products Strict adherence to all local and state fertilizer ordinances Backed by a Turf Replacement Guarantee FREE follow-up visits and service calls I would like to add that I agreed to the aforementioned details when I purchased Heron's services on 03/25/2019. The Platinum Lawn Care program service agreement that I signed and possess reiterate the same. Regarding dates of photographs Heron submitted: Due to lack of services promised by Heron over time, my lawn has steadily declined (and still is). The photographs I have attached are more recent than those of Heron. My lawn looks slightly worse at current. Additionally, the symbiotic relationship mentioned translates into a single-sided, unilateral relationship. I consistently provided feedback and requested customization to properly care for my lawn. I followed Heron's advice on every occasion even when it was redundant and generic to ensure I was compliant with Heron's service agreement. In addition to the $72 refund on the prior regularly scheduled lawn service, I should be protected via Heron's delineation per service agreement/website description for turf replacement guarantee. Of note, Heron in fact does claim that they are capable of custom lawn treatments. Further, I utilized Heron exclusively since the installation of my turf in March of 2019. Please uphold your guarantee and provide me with a sufficient refund to replace the turf that Heron allowed to fail. Please include cost for turf, soil, chemicals and time required. I do not wish to have Heron perform any further services on my property as I will perform them myself. I have detailed documentation regarding my complaint and will gladly upload them for review for both BBB and Heron per request; however, Heron should already possess the same. Business Response Our turf replacement guarantee explicitly notes it is for insect damage that in not reparable. The lawn has not suffered from such damage and therefore does not fall under that guarantee. That turf replacement guarantee also requires the service to be active, which, at the request of the consumer, has been terminated. The refund, per the terms of our agreement, has been completed. Any damage to the lawn resulting from the consumer's defeasance of our agreement would therefore not be covered under this guarantee.

Business Response Contact Name and Title: Anthony F District Contact Phone: 407.331.6001 Contact Email: aferrara@myheronhome.com It's unfortunate Mrs. thinks we did not provide her with good or full service. Looking over the notes this issue has been ongoing. I can assure you both the back and front are treated exactly the same at the time of service. Heron had our state licensed citified irrigation contractor go out to Mrs. House on 1/15/2020 his notes are as followed " Walked the lawn checked for chinch bugs. Old drought damage in easement and back right. Mrs waters manually so I explained to her it is best to water automatically with the timer settings. She is having a irrigation repair that should correct the issues for her." On 03/05/2020 Heron's lawn specialist sent this email to Mrs. after treatment. Under conditions/observations in to different areas of the email. First area " Condition: Drought Stress/Wilting- Moderate drought stress to turfgrass was observed. Action: Please apply water ASAP to avoid permanent injury to grass. 2ed area Condition: Drought Damage- Severe injury to turfgrass has resulted from drought conditions. Action: Please water area(s) ASAP to avoid further injury. Verify the area(s) receive same amount of water as adjacent unaffected turfgrass. You must apply 1/2 inch in shaded areas and 3/4 inch in sunny areas." EMAIL to Mrs. from 5/14/2020 service area as followed "Condition: Drought Stress/Wilting-Moderate drought stress to turfgrass was observed. ACTION: Please water ASAP to avoid permanent injury to grass. 2ed area of notes CONDITION: Drought damage- Severe injury to turfgrass has resulted from drought conditions. ACTION: Please water area(s) ASAP to avoid further injury. Verify the area(s) receive same amount of water as adjacent unaffected turfgrass. You must 1/2 inch to shaded areas and 3/4 inch in sunny areas." Email sent to Mrs. from service on 8/10/2020 are as followed " CONDITION: Drought Stress/Wilting- Moderate drought stress to turfgrass was observed. ACTION: Please apply water ASAP to avoid permanent injury to grass. 2ed area CONDITION: Drought Damage- Severe injury to turfgrass has resulted from dorught conditions. ACTION: Please water area(s) ASPA to avoid further injury. Verify the area(s) receive same amount of water as adjacent unaffected turfgrass. You must apply 1/2 inch in shaded areas and 3/4 inch in sunny areas." On 3/5/2020 Specialist confirmed she is still watering 1 day a week. On 8/11/2020 Mrs spoke with admin staff about lawn. Rep went over watering and drought issues mrs then stated " She is definitely not having an issue with water but that is all the tech tells her is she has drought problems." She also asked to speak to a manager. On 8/12/2020 Heron Operation Manager Kyle A also a Licensed irrigation contractor spoke to Mrs. His notes " Spoke to Mrs about the notes from specialist mentioning the drought stress in the yard. She thinks that there is no way that drought caused that much damage but I explained to her a few weeks of drought can cause months of damage. She is going to have her husband go by and look at the irrigation system. I told her I would gladly meet him there if they would like. I am going to have Jen (office manager) send her the last 3 inspection reports." 8/13/2020 at 10:13 resent the last 3 service reports. 8/17/2020 Mrs called in again upset about backyard and stated the treatment is killing the back. 8/17/2020 Kyle A called Mrs and left message 8/18/2020 Mrs called in and canceled. It is very unfortunate we are losing this customer that has been with for over 9 years now. I can assure you we are treating the backyard with the same exact fertilizers, insecticides, fungicides and weed control that we are on the front. As Mrs stated the front looks great. The specialist has over 5 years experience in that route and let Mrs know time and time again about the drought in the back. As did the operations manager. I understand Mrs had someone go out and look at the irrigation system but i'm confident based off the notes and talking to both the specialist and manager that the times are off and maybe even the days. It's unfortunate Mrs was not willing to work with us or let our licensed irrigation contractor meet someone on the lawn to show the issues and make sense of why it was happening. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I have a timer on my sprinkler system and what I told the company was that the day it rains I turn it off however it is set back to auto meaning watering my grass as instructed. Please explain why my grass is beautiful in the front and now no grass in the back? If you look at their reviews I am not the only one. So sad that a company will lie so they don't take responsibility to repair their errors. Now I have to pay a company to resod my grass in the back. Never using them again. So sad that I had no issue in the past and now all of a sudden it's my fault. What a shame. Business Response Unfortunately Mr/Mrs was and is not willing to take our recommendations. She may have her irrigation system on but as explained by the specialist it may not be getting enough water. It's all based on run time and how much time it takes to get to 3/4 inch. After talking to the specialist the front and right side has quite a bit more shade then the back. This would mean you could get away with less water in the front and side do to it not having the sun hit it for the extended period of time like the back. Again we treated the front and back the exact same way at the exact same time. Heron management and the specialists have talked to Mrs about this issue numerous times an the issues was never corrected by the homeowner. I will not continue to go back and forth with this customer. Heron provided full services to both the front and back. We emailed and talked to homeowner about the issue numerous times about said issue in back. We even offered for a manager to meet homeowner on property. I am willing and have replaced sod (over $5,000 this year alone) when Heron is at fault. Heron is not at fault and therefore we will not be replacing sod for homeowner. I hope the documentation we have provided is sufficient enough to close this case and remover any negative score from the BBB. Thank You. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My sprinkler system is set up to water my lawn throughout my entire lawn three times a week as allowed by Orlando Utilities. Please stop misconstruing my words. As I told Jonathan C on 3/5/20 and I quote, " I turn of the sprinkler system the day that is suppose to turn on if it rains. I turn the system back on to "auto" so once again my grass is receiving the proper water. Recommendations per 3/4 is 30-45 minutes of water time. I have documents from Heron for 3/30/20 stating lawn was dry watering once a week. 5/14/20 stating Blonde and very dry be sure to water in service for best results apply nitrogen for top growth and liquid miconutirents to help improve the overall color. Heron failed to show up in July. I called and complained also notified that the grass in the back was worse for the past 4 months however the front was fine which has not shade actually. Heron then showed up 8/10/20 after I complained and then stated, "Extreme drought damage in the back also Samuel tem starting to occur in the front explain to Mr, Irrigation should be left on despite how many times it rains she said she turned it off a few days ago I told her that she probably forgot to turn it back on applied liquid fertilizer to help recover for insect activity as a precaution." The only area "up front" that has no grass is in the left side back yard. No areas in the front with damage and will be glad to submit images with date stamp. I would also be alble to get statements from neighbors that do not have irrigation system with beautiful grass since it rains a lot here. Please advise BBB

Business Response The manager in that area has been in commination with Mrs.. He has gone to the property to see what was going on. He will be having the specialists she requested go out to treat all areas and will follow up again at the end of this month. Heron will counting to treat and follow up until all areas are back to it's normal shape.

Business Response We are very sorry to hear Mr. is unhappy with the service we have provided. We try our best to make sure all Heron customers are pleased with the service we provide. Unfortunately it looks some of theses issues were on the property when started and others are out of our control after treatment. According to our graph the homeowner singed on 4-6-2020 we did point out the from the road to the back of the house on the left side needed to be resoded. Also that the lawn was thin in the front middle and had heavy weeds with Bermuda grass on the right. As stated in our contract we can not treat or kill Bermuda grass. It sounds in this case that the specialists killed off the large amount of weeds and the areas became bare. In that case we do ask the homeowner to replace the area or areas with sod or plugs. It also looks like the specialists went ahead and took care of the Alexander grass in a show of good customer service for the homeowner after talking to the Mrs. Heron typically doesn't treat alexander grass. Because as stated in our contract there is no selective control for wild bermuda or alexander grass. Again we are very sorry the homeowner is unhappy with the service that was given. We'd be glad to have a manager meet Mr or Mrs. on the property to go over what we both can to moving forward to resolve any and all issues.

Business Response I met with Mr. this morning and we will be working together to get his issues resolved. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) We discussed some resolve issues that the company will do to get my yard back to the original grass it was when they took over! Time will tell so it's wait and see! Consumer Response Follow up on pervious complaint! Stated back in June would wait and see when company GM Anthony said on here that they were working with me! Heron Lawn has serviced my yard since it was new! They came out an treated for crab grass, putting down a white powder substance! This caused the St Augustine grass to die also, Picture included! Over time grass got worse and other area's died as shown in other picture! I escalated to talking to a field mgr. and was told how to water and how much! Yard worsened and soil samples were taken! Later on, Anthony GM, got involved and came out to see the issues and gave advice on treatment and watering, which were different from what I was first told! The company continued to treat my yard and issues still occurred. In September I was told by Anthony that he was going to have a pallet of sod placed in areas where needed! Thus areas were sprayed to kill weeds by the company and what ever else they wanted dead before placing new sod! Sod was to be delivered in September, then it was changed to October! This is December and still no sod! I contacted the company on 11/10/20 at 915 am and left a message for Anthony thru Windy! To this day I have not received a return call nor any contact from anyone from the company! I was told by the new field mgr. Jonathan C in October that he would take care of my yard and get it right! We spoke on the phone several times, before he came out and thus he provided his phone number and knew who I was! I texted him on November the 10th and he responded back , who is this, told him and he stated , call the office! So I guess he does not live up to his word as well as the company doesn't either! My yard has areas in it that Bermuda grass has spread due to the area's that were killed out due to the treating of crab grass! This type of grass is not what I wished to have in my yard and was not here before sod was placed! Also I have dead areas where it was sprayed to kill , for preparation for the new sod! Have photo's of all this! Along with continued fungus issues and other weeds! All documented with photo's! Heron has ruined my yard and to this day I still have issues, stressed grass, weeds and fungus! And bare spots along with a lot of green grass turned brown! Most of front yard! I paid for my treatment in advance and fulfilled my part of the bargain but Heron let my yard turn to ruins! I have spent hundred of hours and dollars purchasing top soil and pulling weeds and placing the top soil down! I would like my yard to be like it was when they took control of it when it was placed down! Thinking about going on social media and telling my story also contacting the CEO of ***, mother company of Heron! All I have received is misinformation by different employee's and different statements about how to water and how much, from field service tech to field Manager to GM! Business Response We will be reaching out to Mr to get the issue resolved. Consumer Response Follow up on pervious complaint! Stated back in June would wait and see when company GM Anthony said on here that they were working with me! Heron Lawn has serviced my yard since it was new! They came out an treated for crab grass, putting down a white powder substance! This caused the St Augustine grass to die also, Picture included! Over time grass got worse and other area's died as shown in other picture! I escalated to talking to a field mgr. and was told how to water and how much! Yard worsened and soil samples were taken! Later on, Anthony GM, got involved and came out to see the issues and gave advice on treatment and watering, which were different from what I was first told! The company continued to treat my yard and issues still occurred. In September I was told by Anthony that he was going to have a pallet of sod placed in areas where needed! Thus areas were sprayed to kill weeds by the company and what ever else they wanted dead before placing new sod! Sod was to be delivered in September, then it was changed to October! This is December and still no sod! I contacted the company on 11/10/20 at 915 am and left a message for Anthony thru Windy! To this day I have not received a return call nor any contact from anyone from the company! I was told by the new field mgr. Jonathan C in October that he would take care of my yard and get it right! We spoke on the phone several times, before he came out and thus he provided his phone number and knew who I was! I texted him on November the 10th and he responded back , who is this, told him and he stated , call the office! So I guess he does not live up to his word as well as the company doesn't either! My yard has areas in it that Bermuda grass has spread due to the area's that were killed out due to the treating of crab grass! This type of grass is not what I wished to have in my yard and was not here before sod was placed! Also I have dead areas where it was sprayed to kill , for preparation for the new sod! Have photo's of all this! Along with continued fungus issues and other weeds! All documented with photo's! Heron has ruined my yard and to this day I still have issues, stressed grass, weeds and fungus! And bare spots along with a lot of green grass turned brown! Most of front yard! I paid for my treatment in advance and fulfilled my part of the bargain but Heron let my yard turn to ruins! I have spent hundred of hours and dollars purchasing top soil and pulling weeds and placing the top soil down! I would like my yard to be like it was when they took control of it when it was placed down! Thinking about going on social media and telling my story also contacting the CEO of ***, mother company of Heron! All I have received is misinformation by different employee's and different statements about how to water and how much, from field service tech to field Manager to GM! Business Response We will be reaching out to Mr to get the issue resolved. Business Response Have used Heron lawn service since my new sod was placed! I have had continue issues with dying grass, weeds and other related issues that I was paying to avoid! At one point I had large sections of sod died and was told that it would be replaced BUT wasn't! Replaced it myself, was tired of waiting and Bermuda grass started to take hold where the bare spots were! Now I have Bermuda grass in numerous sections of my yard where the Saint Augustine grass was! Over time I had spoken with Anthony, (General manager and Kay, field manager)! With the continued issues! Now Jonathan C replaced Kay and told me in person that they would take care of my yard! His words! Well, I had an issue with my grass after the meeting and thus I texted him and he stated, "who is this", keep in mind we had been texting back and forth prior to this message! I advised him who it was, " the person you said that you would take care of my yard"! He told me to call the office! This I did! Over time They have addressed issues after they start not before they occur! Yet they know the season of these issues when they are to start! Recently I had weeds and yellowing issues and asked the tech to come back out and take care of this! He called me as he was leaving and stated there were no weeds and nothing needed to be addressed! On Nov.19 I texted C with pictures of the weeds and yellowing! He responded back that he would come out that week! Nov. 30 he was a no show, so I texted him again! He responded back that he would come out that day, he was a no show again! I called the office Dec. 7 and left a message for him and Anthony to return my call! C did and came out late! He said the grass area dying was due to shade, yet on the side of my house there is no sun either and not dying! Then he made other excuses to why the same grass area was dying, none made any plausible sense! He was just trying to appease me! He has no knowledge that addresses the issues and not qualified to do the job! Refund my monies and replace the sod in bad areas! I have plenty more of issues but ran out of space! Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I left GM Anthony two messages to call me and so far he has gone way past the 24 hour response time to call me! Also Johnathan C was out just prior to this complaint and he basically antagonized the situation and made poor excuses reference the issues as stated! He continued to tell me things about the lawn that made no sense and gave me two options that he said one I would like and the other I would not! When he presented the second option it was to discontinue the service! I feel this was his mission at the onset and he badgered me into getting upset so as that I would fire the company! Well if they were not responsible for the issues and loss of sod in areas I would probably have taken him up on it! Would have done so long ago! But they have me over a barrow, so to speak, and I want my grass replaced where it is dying! Business Response Heron has tried diligently to appease Mr. to no avail. In the two year's alone Heron has had a manager or managers out to his property a total of 20 times per his request. Dates are as followed 11/13/19, 12/13/19, 1/15/20, 2/19/20, 3/5/20, 3/19/20, 4/9/20, 4/17/20, 5/14/20, 6/3/20, 7/1/20, 8/12/20 8/19/20, 9/8/20, 10/30/20, 1/29/21, 9/10/21, 9/13/21, 9/24/21, 12/7/21. Heron has also sent out the specialists, at no charge to Mr. to Mr. house a total of 13 times to satisfy the very high level of demand over the last two years are as followed 11/16/19, 1/28/20, 3/2/20, 4/27/20, 5/20/20, 5/29/20, 6/10/20, 7/9/20, 7/20/20, 10/27/20, 7/13/20, 9/7/21/ 11/16/20. That is on top of Mr. bi-monthly service's that Heron preforms. Mr. will continuously disregard our advice and dismisses what we say. As he did in his statement saying we have "no knowledge". Mr. lawn is green, think and healthy in most areas. There are areas that have cultural conditions that Heron cannot prevent or treat like wild Bermuda and that is stated in our agreement. Heron has decided to cancel the service with Mr. because we cannot meet his expectations. It is not fair to either side to continue doing business. Heron has pictures of Mr. property the day we ended services to provide if necessary.

Business Response The agreement signed and agreed upon with the customer requires written correspondence of any changes to the property so that we can make appropriate adjustments. Mr. called on 1/20/2021 and was told he would receive a call back within 48 hours. He called back the next day and requested to just cancel the service because he had not heard from anyone. The customer was contacted that day and still asked to cancel. After reviewing the account we have determined it is appropriate to refund the last service provided of $72 to Mr. and this will be processed today.

Business Response I spoke to the customer, who was very nice and I wrote off any charges that were sent to collections. Monthly payments were being made by the customer but were not clearing up balance because each time the payment was lower than the balance. I understood from the customer that conversations were made with our admin department but I did not find any in our system. The customers account has a zero balance and she is satisfied with that. Consumer Response On Fri, May 29, 2020 at 9:09 AM wrote: response to a resolved dispute Sent from

Business Response The manager responded to this complaint on 4/27 and the customer was refunded in the full requested amount of $644.00 back to the original form of payment. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) It took many phone calls on our part and a week for Heron to respond about our complaint. Eventually they came out, fixed the problem and refunded our money. We thank them for this, but we cannot recommend them after our experience.

Business Response I am very sorry that the poor communcation on this issue resulted in cancellation of service and a formal complaint. Our serivce agreement does state if your lawn dies due to lawn damaging insects, Heron will replace the areas of dead sod at no cost to the customer. We will however, do everything we can to make any situation in the lawn better with all of the tools we have available. Even though our specialist tried to make things right by treating the weeds and crabgrass and then push new growth of the St. Augustine with the service, a manager should have been involved, as requested, to help with the situation. We will be reaching out to Mr. to check the property to see what we can do to help at this point. We always want to do everything we can to provide a good customer experience. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do enjoy the condescending response of "even though our specialist tried to make things right" comment. Killing off 20% of my lawn and then waiting several months for it to grow back properly is not an option. Also, why should I keep paying you for poor performance? That doesn't make any sense. Let me also add that I haven't received a phone call or a knock on my door from anyone From Heron. So this is twice now that I've been told someone will contact me and both times not a word. Im guessing they've written it off as unfixable and not worth the money and effort. Maybe whoever is on the other end responding to me should come to my home and help replace the lawn with me? I will need to get almost 2 full pallets.