Complaints

This profile includes complaints for Heron Home & Outdoor's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Heron Home & Outdoor

  385 Douglas Ave Suites 2300-2400 Altamonte Springs, FL 32714-3325

• 

  Heron Home & Outdoor

  4631 35th St Orlando, FL 32811-6522

• 

  Heron Home & Outdoor

  148 N. Yonge Street Ormond Beach, FL 32174-6635

• 

  Heron Home & Outdoor

  2334 Montclair Rd Leesburg, FL 34748-4728

• 

  Heron Home & Outdoor

  2785 Wrights Rd #1133 Oviedo, FL 32765-5416

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since March 2023 we have been paying Heron to treat our lawn. (Bahia grass) and last week we were told by a manager (*******) that Heron do not treat Bahia grass. After charging me for over 1 year!!Heron destroyed our lawn! And we have the technician notes showing even what was used on the Heron website.******* came to our house explaining he would look for a solution since obviously something that shouldn't have done happened at our house and he doesn't even reply to our emails anymore.As you can see on previous reviews we are not the only ones that have the lawn completely destroyed by Heron. We gave them multiple changes to fix it and they just kept coming to our home and just putting more products that eventually putting us in a situation that can't be fixed anymore.Our plan includes lawn replacement so that's the solution we are looking for.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 my contract with the business was complete. I told them to fiscontinue all services. For two months they continued the lawn services. I told them again to discontinue and they did. We had a discussion about the payment they wanted snd they sent it to collections. After several months I paid them a portion and they agreed to that and all was well. Several months ago, they began service again without my knowledge and send me bills. I wrote to them but they did not respond and instead sent it to collections again. I fell this is a scam against the elderly and it affects my credit score. You would think after the last incident they would not go to the address when there was no longer a contract. I don't know what else to do at this point.

  Customer Answer

  Date: 02/04/2024

  On July 1 of ladt year I sent Heron a check in the amount of $145.00 and was assured they would no longer service any of my properties.  I had no further communication with them till recently when they billed me for the new services.

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with heron since 2008 and Since ******** took over the service has been exceptionally poor. There has been a high turn over in techs and very poorly trained and unknowledgeable techs not telling the truth. I have done everything they suggested, watering, sprinklers,, mulching , laying soil in bare areas, etc. The area gets good sun and proper watering. I have contacted the area manager Patrick and waiting for resolution. My lawn has been slowly deteriorating . In June it looked fine but now it’s overgrown with weeds and dead areas. I am told they are not allowed to spray weeds. I am told it’s drought but it’s not . I would like heron satisfaction guarantee to be honored and this problem to be fixed. I reached out in Aug and they came in sept and things are incredibly worse. I Need Heron to fix this issue and feel I should be refunded for prior 2 services plus cost of soil , time and for the next services to remedy this issue. If this includes resodding that should be done at their expense . .i am being told by other companies that I have bug and fungal issues .

  Customer Answer

  Date: 10/21/2023

  armyworms, grub worms, mole crickets, and invasive signal grass found since initial complaint causing damage. Heron has a sod guarantee on my original  agreement and waiting for company to replace sod. Clearly amount or type chemicals used were wrong. Damage was preventable and Heron needs to take full responsibility.

  Business Response

  Date: 11/22/2023

  We contacted the customer and re-sodded the area she had an issue with and canceled her account per her request. 

• Initial Complaint

  Date:09/19/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service with Heron June 9, 2023. I have paid for the first 2 quarters in full. They have continually billed me & are now threatening to turn me over for collection. I have called them repeatedly about these bills & was told my account is closed & that I owe nothing. I have not received any lawn care service since the 2nd quarter which I've already paid for. Please help me get this company off of my 71 year old back.

  Business Response

  Date: 09/21/2023

  The customers account balance has been written off, the account is cancelled with a zero balance. 

  Customer Answer

  Date: 09/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid for lawn and pest care since I installed my sod. The lawn started dying a little over a year ago and the tech kept saying increase the water. When they finally sent out the irrigation man he said I was over watering! My lawn is dying and I want them to send out somebody who actually will know what is wrong and fix it before I lose it all!

  Business Response

  Date: 03/16/2023

  We have left numerous messages to help with the customers concerns and am awaiting a response. 

• Initial Complaint

  Date:12/20/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of ********************** ever since purchasing my home in 2019. Beginning in 2021, I began to see a decline in the quality of service and I reported the concerns with the company Heron. The tech insisted to give them a couple months to resolve the issue. Several months pass by and the quality of service continued to decline. I called again to complain and I received the same response from customer service. After my yard continued to get worse and irreparable, I finally cancelled my service with Heron. There is an existing balance remaining on my account that I feel as though should be refunded. I held up my end of our contract as the customer but ********************** did not hold up their end of the contract. I also feel as though I should be refunded for the repair charges that I had to pay to another lawn care provider to correct Heron's terrible service and for killing my lawn. Please help me in reporting this incident with Heron and bringing this issue to a close. Thank you.

  Business Response

  Date: 01/09/2023

  *************
  We are very sorry you feel you had a bad experience with Heron Home And Outdoor. I was looking over your account and found the technician did notate scalping damage from your landscaper. Scalping to turf can cause many problems including bare areas due to the damage. The technician did email you about the scalping damage from the lawn mower on 8/29/22 and again on 9/8/2022. The technician also notated and emailed you about roundup damage along the shrub beds on 7/8/2022. Both those things can cause significant damage that can take months to fill in if corrected.
  
  In a show of good faith Heron Home And Outdoor is willing to wave the $79 balance on the account but Heron
  Will not be refunding any money.
  

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September I came to BBB to file a complaint and now understand I wrote a review and no complaint was filed so I am correcting that today.I am uploading a detailed letter explaining my issues with Heron Home and Outdoor along with copies of text between Salesman and myself and pictures I also have videos but can not upload them on your site.Summary: Promises not kept, sod worm infested sod, damaged sod and a bad experience all the way around with the company.

  Business Response

  Date: 12/21/2022

  1. Preparations for sod are completed as needed based on the individual needs of each lawn. We do not grade properties, I.E. change the slope or adjust pitch. The preparations are to ensure the sod is as even as possible when being laid.
  
  2. I do not see any communications regarding the watering schedule for the new sod. Although, we do not have standard procedures for this due to the varying times of year that sod is installed and the changing weather conditions all having effects on this procedure. We suggest having an irrigation company make those determinations based on the conditions at the time of the installation and adjust that schedule throughout the new turf rooting process.
  
  3. Sod webworms are a turf damaging insect that infest turf of all stages. There is no way of guaranteeing this insect is not in turf and no way of treating the insect until it is in the larval stage. We do not and cannot guarantee this insect will not damage turf once it has been installed on a property. As for the insect being in the sod at the time of installation, per your service provider, they cannot in good faith make that determination several months after the turf was installed.
  
  Gray leaf spot is a fungus that infects areas of turf blades. During the warm weather of the installation time, the afternoon rains and the consistent watering of the new sod, this is a common pathogen for new turf.
  
  While neither of these conditions are warrant-able, we did provide $500 in compensation for the issues.
  
  4. Sod is an established turf that is "damaged" the moment it is cut for installation at a property. It is then placed on top of itself on a palet to be transported to a property, It is inevitable to have dirt from the pieces of sod above transfer to the sod below.
  
  5. There are two types of soil used in sod farms in *******, sand-based and muck. In *************** it is recommended to use sand-based as the majority of the properties getting the sod have a similar soil type. This gives the turf the best possible chance to thrive in its new conditions. Sand-based sod often seems "dry" because the water moves through the soil much differently than muck based soil. Also, in the heat of the ******* summer, the first 1.5 to two inches of the soil dries out within a 24 hours after being watered. The root system of the established turf is 6-8 inches deep which is still sufficiently wet to keep the turf properly hydrated. To that point, the sod appearing dry at the time of arrival is not an indication in itself that it was cut outside of the 24 hour window.
  
  The $500 reduction in price that was provided on July 1, 2022 is the only refund that will be given.

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have provided text and pictures that not only prove extremely poor quality of sod but also miss leading conversation as to what we would be receiving. I also have documents that show I had to pay another company to treat the sod in an effort to save it within 30+ days after the sod was laid. I have a document that states the sod was infested with Sod worms and I have a text conversation with the manager ************* where he met with us on June 3rd, 5 weeks after the sod was installed where he said he would treat the sod for the sod worms, he then went on vacation and a week later when no one had come to treat the sod I texted him and ask if we should go ahead and treat because it was getting so bad and he said yes. One more time they dropped the ball leading to more damage on the sod. They quickly gave us $500 off because they knew they were getting off easy. I feel they should at least refund another $1,000 which barely covers what we have spent saving it. And we have a ways to go before it is as good as it should have been when it was laid.
  See Attachment/File: Text with ***************************** - Heron 11.png

  Business Response

  Date: 12/22/2022

  Unfortunately, documents from a competing ************ do not come into this decision making process. As mentioned, we do not and cannot guarantee turf is free from insects or is not subsequently infested after installation. We have already provided compensation to cover the damaged turf from the sod webworms. Considering the multitude of additional factors that can cause new sod to have trouble establishing this is the extent of compensation we are willing to provide. As for treating the lawn per *******, this is not something we offer, as a signed agreement is needed to perform pest control services. New turf requires special attention and a Lawn and Pest control company is needed for such attention. We would not reimburse for another companies work or base any decisions off of their suggestions.

  Customer Answer

  Date: 12/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  By simply providing us with much needed information and instructions that we repeatedly ask for but was never given we could have addressed many of the issues before they became a problem. And as far as Heron's response to the sod webworms and the dirt on top to the sod, the following information is very important and validates my request for additional refund.
  
  Sod Webworms stay in silk lined tunnels through the winter and the larvae feed in late spring (May-June, our sod was laid **** 29th) *This sod should have been pre-treated at ************ or preventive treatment should have been included with having the sod laid to ensure the warranty on the sod. Least of all we should have been given instructions telling us what we needed to do to prevent this.
  
  A little dirt/sand on top of the sod is expected since it is laid onto of itself on the pallet but a large amount of dirt (as shown in pictures provided) is too much and can cause thatch. *Thatch blocks water, makes the grass vulnerable to heat and stress. It also provides a perfect environment for insects and disease. When the sod was laid they should have raked the thickness away to ensure the health of the sod, again we were not given any instructions or advice to do any of this and it should have been done by them.
  
  The main fact that remains is when you receive a service especially if they are providing something that requires care instructions to ensure the survival of the product you were sold by them and they not only do not provide any instructions, warnings or advice to promote the health of the product they sold you but completely ignore your repeated request for instructions. This is absolutely a failure on their part. The fact that I was told they would treat for the sod worms and then the manager went on vacation and did not send anyone to do the treatment and a week later a substantial amount of damage was done. Everything I have brought up, the time stamped pictures I provided as proof, shows they set us up to loose the sod and their lack of communication, avoidance and treatment for the sod further backs this up. To say that the $500 is enough compensation for the damage, the cost to save it and the stress we have gone through trying to save it absolutely wrong. At the time of the $500 refund we did not know how much time and money it would cost to save the sod. We hired a reputable company to treat the sod to make sure everything was done correctly and we hired them within a week of our last communication with Heron. None of this was neglect on our part. We did everything we could to ensure the health of the sod. We found out through research the watering instructions for new sod and through research found that no treatments are recommended for at least 30 days after sod is laid. We were unaware that you could treat for insects sooner and due to the lack of instructions or advice from this company until after the damage was done is on them.

  Customer Answer

  Date: 12/23/2022

  I also wanted to add to his response that they do not grade. That should have been explained to us from the very beginning and we could have hired someone to come in and grade the yard before they laid the sod. The text communication between myself and ***** the salesman proves his avoidance to answering me about the grading. The fact he never corrected me or informed me that they do not grade even though I was continuously using the word grade, the fact he avoided my repeated questioning of the grading shows he was deliberately avoided putting anything in writing. No one does that unless they know they made a mistake and refuse to acknowledge it in writing for this very reason. We will spend years slowing adding sand to the low area's to build them up and fill in the holes without killing the sod. And it will take a long time to get the weeds under control. This too adds to our financial burden and stress over their lack of communication.

  Business Response

  Date: 01/09/2023

  I am sorry that you do not agree with our decision regarding additional compensation for the sod installation. Unfortunately, the information you researched following our response is not pertinent to this situation.
  
  Sodwebworms cannot be treated until the larval stage, therefore a "pretreatment" of sod is not optional for control. Also, sod farms do not offer pretreatments of sod nor is that part of our installation program for new sod. There are several lawn damaging insects in ******* and there is not one single treatment to prevent/control all of them, which is why they are treated as the insects begins to cause damage. In fact, each of these species have a particular damage threshold prior to them requiring treatment, many of which must be met prior to treatment as noted on the product labels used to control them.
  
  The amount of soil transferred from one piece of sod to the next on a pallet is not sufficient to cause an issue with excessive thatch. Thatch is a layer in turf made up of old grass blades, rhizomes and stolons that have yet to decompose. Since new turf does not have a significant thatch layer at the time installation, the issues you have mentioned would not be addressable.
  
  As mentioned, I am sorry you do not agree with our decision but we will not refund additional funds beyond the $500.
  
  

• Initial Complaint

  Date:10/26/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Heron for over 10 years. I recently moved and signed up for lawn care. The salesman never told me there was a start up fee of 109. I am not happy
  

  Business Response

  Date: 12/01/2022

  Consumer Response /* (2000, 9, 2022/11/14) */
  Resolved

• Initial Complaint

  Date:09/27/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heron e-mailed a bill (acct.# ******) for service 9/8/2022. We were home nearly all of that day. No one came into our yard or parked a service truck on the street. No sign (required by Florida Pesticide Law) placed in my yard or the neighbor's yard who was also billed for that day. No service was performed that day. On 9/12/22, I met with a field supervisor. He had his tech on the phone and they both claimed service was performed even though they were not seen on the street and no signs were placed in the yard. The manager suggested that someone removed the signs and also tried to convince me that my yard looked greener that a non-Heron treated yard next to me which proves the 9/8/22 service was performed. He stuck to the story no matter how silly it is. I discontinued their service immediately. They offered to re-do the yard at no charge. I refused. I also refuse to do business with shady characters like these two employees. Heron mailed me a statement dated 9/21/22 for this service. I refuse to pay it. They did not perform the service.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 16, 2022/11/03) */
  Heron will remove the $70 balance on the account for the service on 9/9/2022. The account has been canceled and Heron will no longer provide service to this address.
  
  
  Consumer Response /* (2000, 18, 2022/11/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It's what I asked for.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per my agreement they were to notify me before their arrival. They did not so the gates were locked. The service was not completed and they refused to refund my money.
  
  I've had to have them respray multiple times that is the only scheduled visits they have been out to my recollection. Want the service canceled and a refund of last payment.