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Business Profile

Pest Control Services

Heron Home & Outdoor

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pest Control Services.

Complaints

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

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Heron Home & Outdoor has 6 locations, listed below.

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 7 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Resolved
      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 waiting since September of last year for $386.00 refund from Heron Home and Outdoor for prepaid lawn care. After 4 years of great service on 5 different accounts with ********************** and Terminex they began merging the 2 companies (they had both been purchased by the same forifn owner). That is when the problems began. They started answering the phone (same phone number as all calls) differently, sometimes Terminex and sometimes Heron. They would be from different States and different departments and could not usually help requring transfers and call backs etc. Skipping forward to 12/23/2024. I was finally told that the final refund check for $386.00 had been mailed to me on 12/20/2024. They acutally even called me back that same day and confirmed that with me. I waited 2 weeks from the date they said they mailed it and started calling to check on it. I could not get a straight answer or even the same answer twice until the 2nd week of January 2025 when I was told 2 days in a row by 3 different people (includes one manager) that I had to wait 30 days from the date it was mailed for them to check on it. I waited 32 days until 1/21/2025. I called (the same number) and it took 3 calls finally getting a call back from a manager saying he could not figure out the problem that his records showed the refund had been requested on 12/20/2024 but not acted upon. Please help

      Business Response

      Date: 02/17/2025

      refund check # ******** It was sent out via *****. The tracking number is 7172 6730 5170 on 1/21/2025 and was delivered on 1/22/2025 at 5:46PM with proof of delivery photo

      Customer Answer

      Date: 02/18/2025

       
      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:12/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 canceled/ discontinued services due to poor performance over a week ago almost two and they are still billing me a full years service. They now show my account as overdue in spite of multiple phone calls to try to resolve the issue.

      Business Response

      Date: 12/03/2024

      Good Morning,
      The account was canceled on 11/21/24. I have credited the account for the **** and the balance is now zero.

      Customer Answer

      Date: 12/05/2024

       
      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:10/23/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      We sodded our lawn & resumed services with Heron Feb 2023. Spring of 2024, noticed brown patches & requested to have the areas reviewed. Our tech *******, stated treating them, but the areas only grew larger. By June the lawn had dead spots & was told I needed to re-sod ************** We followed his advice, but grass still died. In July I requested a supervisor come out to review the lawn. Instead, ******* was sent again to retreat. I called again in August requesting a supervisor and they said that they would send a manager, but they sent a "salesman" to do an inspection. During his visit (****) said the lawn had insects and directed ******* to treat during the visit but added I could use a better irrigation. Sold me a $600 of sprinkler revisions so that "Way all of lawn services would be under one company, to ensure that they get it right." I cancelled my irritation service with a competitor and had the sprinklers updated. 2 wks later I had to call & let them know that a section of my yard was not being reached by the new sprinklers. They sent a very nice tech out & ended up moving 3 sprinklers. While he was here, I again asked to speak with a *************** said his supervisor was only over irrigation but was out on vacation for a week. The irrigation tech agreed that the lawn had ***************** other than draught was causing the dead spots. I decided to call lawn services to get a 2nd opinion - only to hear - Cinch bugs and weeds. I called to cancel my Heron account on Oct 16th & was immediately escalated where a very nice agent tried to keep my business. As she reviewed my notes, she said that she didn't see where I requested a supervisor, but added that my account should have been flagged based upon the # of times I called in since April. She asked if I would like to speak w/ a manager now & told her that it's too late. My lawn is dead & that they need to reimburse me for my lawn that has to be replaced after a year and half of being laid.

      Business Response

      Date: 10/23/2024

      Management has made an attempt to communicate by email, phone and text this afternoon and will go by the property tomorrow to access the customers concerns.

      Customer Answer

      Date: 10/23/2024

       
      Complaint: 22463430

      I am rejecting this response because:

      There has been no text, phone call or email received today, as stated in their response. 


      Sincerely,

      ****** *****

      Customer Answer

      Date: 11/07/2024

      To provide an update two weeks ago, the operations manager came and took pictures of the lawn and said that somebody would be in contact with me with a possible reimbursement for my year services and irrigation dues. To date I have not heard any updates. Yesterday,  I received a phone call from the billing department, telling me that my account was past due. I explained to them that my account had been canceled and that I was in the process of waiting for a reimbursement check for my fees.  She also noted that I have still been paying for the irrigation upgrade. She apologized and said she would make notes in my file so that the collection agency would stop calling me which I have not had any calls from such a collection agency. Just more examples of the lack of communication within the company and its departments. In the meantime, my lawn continues to get worse as I am waiting for the reimbursement check to use to re-sod my lawn as it is beyond being corrected by fertilizer or treatments. 

    • Initial Complaint

      Date:09/19/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 had service with Heron for 2 years. I have always paid in full. I was told that when you pay in full there is no roll over, or automatic renewal. The third year I did not manually renew or pay in full again but they auto renewed anyway and sent services to my home. The answer I get from customer service and billing is basically "oh well". I have paid them because they are threatening collections but my question is, why are they allowed to incorrectly send services that I did not ask for and say I have to pay? No one seems to be able to answer this question. These problems did not start happening until Rentokil took over. They obviously still have not properly canceled my account because I still have access to it online. Each time someone calls me they act as if I have not spoken to several people. I would like my money back. You can't just force service on someone and say pay me.

    • Initial Complaint

      Date:09/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 Heron Services in May 2024. At that time, since I cancelled, they no longer had my credit card information. They continued to email me asking for credit card info and I said no, because I do not want the service anymore. Now (September 2024) I am getting phone calls during work hours from Rentokil Initia (?) saying I owe them for a lawn service from July 2024. I have answered and explained the situation and spoken to multiple associates and yet still they are calling me. The thing is, that I do not even live in the house anymore. I cancelled service months prior (which is why they do not have card info to charge) and am in no way legally obligated to pay for a service that occurred 2-3 months later. Very poor internal communication and aggressive tactics (multiple calls during work hours) from a service I cancelled 4 months ago. I am requesting that Heron discontinue communication and stop trying to get $118 for a service they say they provided to me months after I cancelled their services. I am attaching the payment reciept from early ************************************************** full up to that point. The next service provided by Heron was in July 2024 AFTER I moved and cancelled. This is the service they are bothering me about paying for. I am including my most recent email to Heron explaining once again when and how i cancelled and asking that they desist.

      Business Response

      Date: 09/10/2024

      The issue on the account has been cleared and there is a zero balance on the account. 

    • Initial Complaint

      Date:08/19/2024

      Type:Billing Issues
      Status:
      Resolved
      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 canceled my lawn service with Heron in Feb 2024 because they kept my bills/payments messed up all the time. I would pay my bill up to date and on the next bill they would say I owed for the current period and an earlier period. I finally got sick of being double billed and canceled my service.A couple of months later, they sent a bill saying my account was overdue. It was not! I settled up with them, paying more than I actually owed when I canceled the account.I called and told them I no longer used their service. I thought it was settled but now they have sent another bill saying they were going to turn me over to a collection agency.Can you get this disreputable company off my back?

      Business Response

      Date: 09/03/2024

      I reviewed the account and verified that services on this account have been canceled and there is a zero balance. We apologize for any error in billing but again, this has been corrected and the account has a zero balance. 

      Customer Answer

      Date: 09/04/2024

       
      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:03/16/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 received a collection notice in my mail on 3/15/2024. Heron had stopped billing me a year ago. There was no communication from them for over 1 year. Just a collection notice. I received service 6 times a year. Up until February 2023 I received regular emails and invoices. When you get a bill every other month, you don't think about about it when it doesn't arrive. Apparently, when they were acquired by Rentokil, they changed billing and communications? They continued to service my lawn for a year but never billed me and never let me know. I called Heron and nobody could explain why this happened. I understand and am certainly willing to pay for serviced I received. However, 2 issues arise:1. My credit has been damaged.2. The collections company is billing me $143.53 more than the outstanding invoices.

    • Initial Complaint

      Date:03/08/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      For years I had Heron treatments in multiple addresses. At my current address they offered me a Lawn maintenence treatment for a Bahia grass and we have been paying it since March 2023.Heron has been killing my grass since then.Every visit the technician used something that slowly started killing my grass.On Feb 26th a manager came to my house and told me that Heron doesn't treat Bahia grass.I have notations from the technician that came to my house showing that he did treat the grass and my lawn is completely destroyed now.Our account shows that the plan included sod replacement so we want Heron to replace the grass.

      Business Response

      Date: 03/25/2024

      We are currently working with this customer to get this situations rectified. 

      Customer Answer

      Date: 03/25/2024

       
      Complaint: 21408135

      I am rejecting this response because: we only receive a call from a manager (****) saying the other managers were on vacation (since Feb 26th?!) .

      **** said he called me to hear what I had to say but no solution was offered.

      Sincerely,

      ***********************

      Customer Answer

      Date: 03/25/2024

       
      Complaint: 21408135

      I am rejecting this response because: we only receive a call from a manager (****) saying the other managers were on vacation (since Feb 26th?!) .

      **** said he called me to hear what I had to say but no solution was offered.

      Sincerely,

      ***********************

      Business Response

      Date: 03/25/2024

      We have reached out to our sod team and we will resod the back yard with Bahia. We will follow up once we have the date for install. 

      Customer Answer

      Date: 04/02/2024

       
      Complaint: ********
      Received a call from manager (****) on March 25th saying manager ******* would be contacting me for replacement. So far no one contacted me to replace my lawn.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:03/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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:
      Unanswered
      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.

    Heron Home & Outdoor is NOT a BBB Accredited Business.

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