Complaint Review: Bug Out Service Inc.

We signed an agreement with this lawn service company on 8/29/2008. The  President emailed us today after attempting to fix an issue that he no longer will service our lawn. We have two areas of our lawn that in the last three month, began to deteriorate. (beginning with a yellowing then browning, we're now down to the dirt) We believed it to be a fungus or pest issue, i.e. chinch bug. After attempts by the company to resolve the issue in the last month which have failed, the President accused us of not accepting their recommendations and advised they will no longer service our lawn.

They suggested adding Potassium to our lawn by a recommendation from an expert. Yet, no soil testing was performed to ascertain such. We did not agree to adding Potassium. Their expert also stated these areas died as a result of chemicals added. We did not add any chemicals and the area continues to expand. (weekly) 

His email:

From: Paul Felker [mailto:PFelker@bugoutservice.com] Sent: Thursday, June 14, 2012 12:13 PM

Good Morning Kimberly,   I want you to know that I do correspond with customers. After reading your email (prior message), I talked to Robbie and Jeremy about your situation. As I had already suspected, they had already followed our protocols and had asked our 3rd party consultant, Harold Jones to assist us with a diagnosis. Our personnel and our consultant are far more experienced in turf-grass care than I am. I had nothing more to offer at this point.  

The fact that you did not trust their experience to properly diagnose what is going on with your lawn tells me we do not have the basis for an ongoing relationship that would be beneficial to us both. This was a factor that impacted my decision not to correspond with you in reply to your first email you sent  to me.

I communicated that to Robert Holyfield and he wanted to try to remedy the trust issue. He asked Jeremy Maneol, our lawn coordinator and most knowledgeable person at the branch office to see if he could help. I know Jeremy communicated with you and you have verified that in your email.   I am disappointed that we have not been able to satisfy you.

Our patience is also running thin. We do not feel it is beneficial to continue to try to work with you due to the lack of trust you have in our ability to properly diagnose and suggest remedies for your lawn.  I have communicated with Robert  Holyfield this morning and we both agreed that it was best if we found a way to politely and respectfully discontinue our lawn service with you. Robert will contact you with his offer to make this separation fair and to settle your account with us.  
Thank you.   Paul Felker

From: Kimberly Sent: Thursday, June 14, 2012 11:32 AM To: Paul Felker  

Good morning Mr. Felker:   I come to the conclusion by your silence, that you do not correspond with customers. (which is your choice and fine)   But, here it is June 14th, and my email to you below on May 24th resulted in a gentleman by the name of Jeremy calling us and advising he wants to put something down that he believed would kill the sedge, which we realize has NOT. Not only did it not help, the side of my house has a completely bare spot down to the roots. I personally believe that this was more along the lines of a Fungus or Bug Issue and has Grown in Size. (completely bare down to the dirt)   Im praying that you will answer this email!   Our patience is running thin   Charles and Kimberly ****  

From: Kimberly Sent: Thursday, May 24, 2012 7:05 PM To:
'pfelker@bugoutservice.com' Cc: 'Robert Holyfield' Subject: **** Lawn
Issue (dying and advancing weekly)  

Good afternoon Mr. Felker:  

When I stated below to Mr. Holyfield that there are others in our neighborhood that receive your lawn service, I meant that our lawn still looks better overall than theirs (even with the discrepancy on the side) It seems as though he assumed I was stating my lawn was much worse. (Assumption incorrect)   No lawn is perfect, there is no magic potion for every lawn, that will cause it to flourish in all areas. No lawn is alike, therefore there is no cookie-cutter way to treat every lawn with the same exact formula as the next. Mr. Holyfield and his expert are making recommendations to add Potassium.

I think that a soil test should be done before making recommendations like such. (could make a bad situation worse) I know this because I also took Horticulture. I feel that Mr. Holyfields answer to my demise should have been more like that above. Things happen! The elements faced alone are different in every neighborhood. I asked Mr. Holyfield if we signed something agreeing that we would never apply anything to our lawn?

After, he so eloquently stated if your intentions are to apply products yourself, then we do not wish to continue treating your lawn. If we can admit, that Bugout is not a Silver-Bullet solution to every single lawn it services, and does not exclusively cover everything that a lawn may suffer, what does his statement say? (And, is expressed to every single lawn customer?) I pull weeds by handweekends at a time even while receiving your service. I do not call every single time I have to pull weeds.

As stated, I also took Horticulture and understand enough not to apply something that will kill my grass. (Im not an idiot and have ascertained that Mr. Holyfield probes to find fault in us)  Note: I applied Scotts Weed and Feed thru a spreader over my whole lawn because clover and dollar weeds were popping up everywhere. The majority of the lawn is fine and actually there was a positive response to the weed and feed.  (which is less weeds)   But, I still kept your service and understand things happen! (pretty much since the beginning)  My demise is this, I have a side of the house that has diedthat area continues to advance and/or progress as time goes on.

If you want to watch it for a month or so and measure the area, you are welcome to do so. There is no chemical being applied as Mr. Holyfield assumes. It will continue to die and move throughout the whole side if allowed. I believe it is a bug of some sort, i.e. chinch bug, etc. You are welcome to try anything you want, but I hope you can fix it sooner than later. (I dont want the whole lawn to die off)   I would prefer professional versus irrational recommendations without being short, threatening or having a negative tone while corresponding to resolve this issue. I thank you in advance for your time and appreciate your professional input. Charles and Kimberly ****

From: Robert Holyfield [mailto:RHolyfield@bugoutservice.com] Sent:
Thursday, May 24, 2012 8:37 AM To: 'Kimberly' Subject: RE: ****
5-21-2012.docx  

Exactly. We apply the same product on their lawn as we do yours. We were going to apply a 8-10-10 granular fertilizer to try and help the area recover . But again if your intentions are to continue to apply products yourself, then we do not wish to continue treating your lawn.   Please let us know how you want us to proceed from here.   Thank you,   Robert Holyfield Bug Out Service rholyfield@bugoutservice.com (904) 743-8272  ext.4414  

From: Kimberly Sent: Wednesday, May 23, 2012 5:41 PM To: Robert Holyfield Subject: RE: **** 5-21-2012.docx  

This is why my yard is one the most maintained lawns on this street or streets, if you drive around. Bugout service is not only offered at my home on the street, yet their lawns are in a much different state.  

From: Kimberly Sent: Wednesday, May 23, 2012 5:36 PM To: 'Robert Holyfield' Subject: RE: **** 5-21-2012.docx  

Yes, I understand because I also took Horticulture. Can I ask what suggestions you are pertaining to for a phone call?  

From: Robert Holyfield [mailto:RHolyfield@bugoutservice.com] Sent:
Wednesday, May 23, 2012 10:08 AM To: 'Kimberly' Subject: RE: ****
5-21-2012.docx  

Mr. ****,  

No soil samples were taken. Most soil testing is for fertility. Test for
products are run by independent labs and cost run In excess of $1000.00. Harold Jones is one of the leading authorities in Jacksonville in Horticulture and has a masters degree  from the university of Florida.  He was the county agent for agriculture in  Duval county for 33 years and now runs a independent consulting company and is used by many companies in Florida. We are simple trying to get to the bottom of what is causing the problem at your location.

 We have to go by what the experts in this  field tell us.  Please let us know if you want us to continue with his recommendations or  if you will be doing something different. We cannot apply products and then you apply products. This can cause to much of one product applied and create problems also.   Sincerely,     Robert Holyfield Bug Out Service rholyfield@bugoutservice.com (904) 743-8272  ext.4414

From: Kimberly Sent: Wednesday, May 23, 2012 6:05 AM To: Robert Holyfield Subject: RE: **** 5-21-2012.docx  

Good morning Robert:   B

Before adding anything to our soil we would like to see the scanned results of his soil testing in different areas of our lawn. (Im sure he did that, right?)   Our lawn has been maintained by Bugout and is consistently maintained the whole area of the lawn (all sides) for these episodes to occur in sporadic areas is beyond us?   Anything, i.e. bag of Scotts weed and feed that we have added has been in a spreader and added to the whole lawn. Therefore, the whole lawn would decline. I would like to say this, if nothing is done you may watch (weekly) as to the decline in green turf in the areas already affected. (further decline or area enlarges of deficiency)   Did your expert do a soil test in different areas to surmise to his recommendation?   Charles ****

From: Robert Holyfield [mailto:RHolyfield@bugoutservice.com] Sent: Tuesday, May 22, 2012 8:31 AM To: Kimberly 

Here is the report from the expert that was hired. Please call me to go over the plan of action. Thank you, Robert Holyfield Bug-out Service Inc. 743-8272 ext 4414 

(The report advised to add Potassium to the lawn)