PRO GRASS INC

"ProGrass is one of the largest independently owned, local lawn care companies in the Baltimore area, providing exceptional service to customers since 1979. ProGrass has the highest customer retention percentage in the chemical lawn care business. Every time we provide a service, an invoice is left with our customers and it states in two separate areas that "For your convenience, service continues from season to season. For a change in service, please call our office." (Member name removed) had service in 2013 on 4/8, 5/22, 7/11, 9/27, and 11/8. Each time ProGrass serviced his lawn, we left an invoice, which along with notes (the last one noting the condition of the lawn was improving), included previously quoted message in two places on each invoice (a copy of his last invoice from 2013 is included.) On January 17, 2014, (Member name removed) was mailed a letter informing him of the services we had him scheduled for the season. The letter also stated, "If you do not wish to prepay, you don't have to do a thing. For your convenience, we will be out automatically in the Spring for your first scheduled service. To review or make any changes to your scheduled program, please call our office at 410-561-1717 or visit our website at prograsslawncare.com." We did the early Spring application on 4/5/14 and left a bill which we never received payment for. (Member name removed) refused to pay, and although as a small business we try to keep customers happy and occasionally write off the payment, it is difficult to do every time when we know we inform our customers at every visit that our service is continuous unless notified by the customer. Any customer can contact us at any time to cancel the service, but if we don't hear from them, we continue service year to year and send them the aforementioned letter in the beginning of the year to tell them what they are scheduled for. We receive less than 0.01% complaints regarding continual service. As far as the condition of (Member name removed)'s lawn, it improved during the 2013 season, and that was noted on the invoice. (Member name removed) was on our premium program, and could have called our office any time for a free service call if he was not satisfied with the lawn. He contacted us once and we went to do the next treatment. He did not call after that. The last note from our technician to (Member name removed) on 4/5/14 (before we were informed that he did not wish to continue service) was "the lawns in our area have taken a beating this winter due to the extreme cold periods and longer than average snow cover. This may make the lawn appear thinner than in years past. We have increased the rate of nitrogen in this application to give the lawn a reserve of nutrients to help is recover as it emerges from winter dormancy." ProGrass incurred expenses for product, labor, mileage and gas while treating (member name removed)'s lawn on 4/5/14. (Member name removed) has a very large lawn, and the bill is $141 and has been turned over to a collection agency."

"Mr [removed member name] was a new account for our Spring application. We wanted to include a broadleaf weed control with his first application and still be within statistical recommended date for Crabgrass control In Maryland (historically April 15) . March temperatures would not allow uptake of herbicides, so we intentionally waited for early April (April 5,2012) to provide the best initial application we could."