HERBI-SYSTEMS INC

"In the event a customer is unhappy with our services, rest assured that we take the matter seriously. Below, we have outlined the details of events leading up to the Angie’s List Member complaint, along with our responses and personal attention. Our records show that the Member requested an estimate from Herbi-Systems on Thursday, 4/25/13. The Member wanted the estimate done on Friday 4/26/2013. Our company process is to inform prospective customers that the office is not able to schedule appointments for our technicians and the typical time for completion is 3 to 4 business days. On 4/29/13 The Status on the estimate was changed in order for the estimate to print. There was an error when the estimate was entered which delayed the estimate from printing. On 4/30/13 The estimate printed; the Member called at 5:04 p.m. and left a message to cancel her estimate request. On 5/1/13 The estimate was cancelled per the Member request. On 5/2/13 The office staff called the Member in response to her request to cancel her estimate and the Member confirmed her request to cancel and expressed her dissatisfaction with the service. On 5/6/13 The Office Manager received an email to contact (member name removed). On 5/7/13 The Office Manger spoke with the Member and the Member requested a call back after 4:00 p.m the next day. On 5/8/13 The Office Manager left a voice mail for the Member. On 7/2/13 The Office Manger called and spoke with the Member, apologized for the errors; the Member thanked us for the call and stated that she does have someone else treating her lawn, but if they do not work out, she will give us another try."

"In the event a customer is unhappy with our services, rest assured that we take the matter seriously. It is our policy to call each customer after every service to check on results. Below, we have outlined a chronology of events leading up to Member’s Angie’s List complaints, along with our responses, personal attention and services, which also included a complimentary application. In January 2012, Herbi-Systems first treated Member’s lawn. Our technician noted weeds present, gave the lawn a rating of 2 out of 9, and told Member that he would return in seven to 10 days for a follow-up. When our technician followed up seven days later, he noted the lawn had improved and subsequently gave it a rating of 4 out of 9. In March 2012, our technician returned to conduct Member’s second lawn treatment. At that time, he noted there were still broadleaf weeds present, but also noted that the lawn had greatly improved. He gave the lawn a rating of 7 out of 9. In late March 2012, Member called our office with concerns about the number of weeds in his lawn, citing the second lawn treatment did not affect the weeds. He also requested that a manager inspect his lawn. In response to Member’s request, Herbi-Systems first entered a weed service call for an onsite visit. Our technician noted that the lawn had tall fescue present, which he treated, and then gave the lawn a rating of 7 out of 9. Next, a manager inspection was ordered and conducted on March 30, 2012. In his report, our manager stated that the lawn looked fine with just a few weeds in the ditch by the road. He also called for a service visit for poor lawn color. Finally, our technician treated the lawn with a fertilizer product at no charge on April 5, 2012, again giving the lawn a rating of 7 out of 9. The customer called back in late April 2012 to cancel the account stating he was unhappy with the weeds in his yard. At that time, no further manager inspections were entered pursuant to the customer’s request that no one return to look at his lawn. In our industry, taking a lawn from a rating of 2 to 7 in four months is considered a great improvement. We make every effort to communicate to our customers that the current state of a lawn prior to treatment is directly associated with the timeline it takes to repair the damage. We make it a practice to go the extra mile to satisfy any and all concerns. Though we cannot make transformations overnight, we do provide immediate response. And in a reasonable amount of time, customers will see a marked improvement and begin to enjoy healthy, beautiful lawns. Our customers are of great value to us. Herbi-Systems’ efforts to resolve this problem are part of our continued commitment to quality customer service and excellent lawn care. We are now closing out Member’s complaint as successfully handled. Sincerely, Herbi-Systems, Inc."

"In the event a customer is unhappy with our services, rest assured that we take the matter seriously. It is our policy to call each customer after every service to check on results. Below, we have outlined a chronology of events leading up to the member’s Angie’s List complaints, along with our responses, personal attention and services, which included several complimentary applications and other credits. In August 2011, the member brought to our attention that we had inadvertently treated her neighbor’s yard rather than hers. We immediately corrected the situation by crediting the three applications and treating her yard with fertilizer and weed control. On August 26, 2011, the member visited our office with concerns of weeds in her lawn and burnt/yellow spots. Our office manager put in an ASAP for the customer’s Round 4 to be done immediately, and to call the member to meet before treating her yard. On August 29, 2011, we assigned a Herbi-Systems’ manager to meet with the member and inspect the lawn. The member’s greatest concern was the burnt/yellowing spot in the lawn. Herbi-Systems’ manager advised him that the thin areas are due to shade structures while the burnt/yellowing spot is the result of the weed control product application and that this reaction is normal. He encouraged the member that his lawn would green-up with watering. At that time, the member informed our manager that he did not want the current technician assigned to his yard; therefore, we honored his request. On September 20, 2011, our Herbi-Systems’ manager followed up with regard to the customer’s lawn and noted that the lawn had grub worm damage and tip burn, but no fungus was present. Our manager told the member that he would put in a service call for a complimentary grub worm treatment and asked her to keep watering the lawn. A few days later, our technician applied the Round 5 treatment, as well as the grub worm treatment at no additional charge. In February 2012, our salesperson talked to the member and sold him a preventive fungicide treatment for his entire yard, which was applied on March 23, 2012. In June 7, 2012, our Herbi-Systems’ manager responded to the member’s Angie’s List concerns. He met with the member who was concerned with other thin bare areas in his lawn. Our manager noted that burnt areas and grub worm damage were still present, but improving. The manager explained that the grub worm damage the customer noticed had originated from the fall season when these pests feed. The manager also noted that the backyard was shaded and there was damage to the zoysia due to urine from the customer’s three large dogs. While our manager conducted the inspection, he again applied a grub worm treatment at no charge to make sure the grub worms were taken care of. On June 21, 2012, our manager also took on the duties of a technician, and placed a follow-up order to check the yard in a month. On July 10, 2012, as promised, our manager checked the lawn once again. He applied a fertilizer to the lawn at no charge and noted signs of improvement. Our customers are of great value to us. Herbi-Systems’ efforts to resolve this problem are part of our continued commitment to quality customer service and excellent lawn care. We are now closing out the member’s complaint as successfully handled with an end-result of customer satisfaction. Sincerely, Herbi-Systems, Inc."

"Member In the event a customer is unhappy with our services, rest assured that we take the matter seriously. It is our policy to call each customer after every service to check on results. Specifically regarding this client, we have notes in our system citing when we left messages for her, but only three notes from her regarding concerns. Our employees are trained to handle all calls in a friendly, helpful manner. We rarely receive a complaint regarding their customer conversations. We apologize if we were in any way unfriendly or discourteous or perceived to be that way. Last spring in 2011, a Herbi-Systems manager inspected the lawn and recommended that the client contact Robert Miller, a landscape owner, regarding the purchase of new sod for her lawn. Her lawn has too much shade to grow thick Bermudagrass and subsequently there were problems with thinning, erosion and drainage. When Bermudagrass is thin, more weeds will grow because the ground is bare and there is nothing to compete with the weeds. Thick, healthy turf will choke out the weeds and prevent them from growing or germinating. Our manager recommended that she have Mr. Miller install zoysia sod in the shade areas, as Zoysiagrass is more shade-tolerant and will greatly improve her lawn issues, including drainage and erosion problems. This spring of 2012, a manager checked the lawn once again and it basically looked the same as last year due to no action being taken on the client’s part to correct the thinning grass problem with a more shade-tolerant grass such as the aforementioned zoysia. Our manager also called numerous times and left messages for her regarding her concerns and her negative posting on Angie’s List. His calls and messages were not returned until recently when she contacted us and stated that she has been very busy, is satisfied with our service, and that there is no need for us to come and meet with her on the lawn. Our customers are of great value to us. Herbi-Systems’ efforts to resolve this problem are part of our continued commitment to quality customer service and excellent lawn care. We are now closing out this client’s complaint as successfully handled with an end-result of customer satisfaction."