Complaints

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• Initial Complaint

  Date:20/12/2024

  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.

  We had Basil Green replace our small front lawn last June, which involved taking up the old lawn and putting new fescue sod down. Much of the new grass has since died and there are many slippery muddy patches all over our front yard. Our old lawn, even though it was patchy was better than this mess we've been left with. We left four messages for the company contact, ****, before he answered our calls. After going around and around on the phone with him for close to 30 minutes, he finally agreed to come out to look at the situation in person. While here, he accepted no responsibility whatsoever and would not agree to Basil Green addressing the issue at no cost to us, at a reduced cost, or even at all. He tried to blame the weather, the leaves, and the person who looked after the lawn for us (the same Basil Green employee who installed it) and the fact that there is less sunshine in the fall than summer. Our neighbour used a different company and obviously has the same weather as us, and their lawn is thriving. Ultimately, **** kept repeating to me that lawn is a living organism and can die, and that they only provide a 30 day warranty. After paying over $2500 plus hundreds to their employee separately who was mowing and raking it, our front lawn is a much bigger mess than it has ever been and we are out a considerable cost. Additionally there are now sections with bare wire mesh, a tripping hazard for seniors such as ourselves.

  Business Response

  Date: 20/12/2024

  Thank you for sharing your concerns regarding the sod installation. We understand how frustrating it must be to see issues with your lawn, especially after your investment in improving your outdoor space. While we strive to provide the best possible service and guidance for our clients, its important to clarify some key points regarding sod installation and its subsequent care.

  Responsibility for *********Installation
  Sod is a living plant, and its long-term success depends heavily on post-installation care and environmental factors beyond our control. After the sod has been installed, it becomes the clients responsibility to follow the care instructions provided at the time of installation.
  Unfortunately,several factors beyond our control can affect the outcome, including:
  Environmental conditions (e.g., drought, extreme temperatures, heavy rainfall, frost)
  Soil quality and composition
  Pest activity (e.g., grubs, insects)
  Seasonal variations (e.g., reduced sunlight in fall)
  These variables can severely impact the performance of even the highest-quality sod.
  
  Warranty Policy
  As stated in our agreement and reiterated during the project, Basil Green Landscaping does not warranty sod post-installation. This is standard industry practice, as the health and longevity of sod depend on variables outside our control once installation is complete. While we ensure proper installation, any issues arising from care, maintenance, or environmental factors post-installation cannot be attributed to our services.
  
  To clarify further, you signed a job completion form confirming that you had read, understood, and agreed to these terms. By signing, you acknowledged:
  Full responsibility for the care of the sod post-installation.
  That no warranties, expressed or implied, exist beyond the installation process.
  That Basil Green Landscaping and its employees cannot be held liable for damages, issues, or failures related to the sod after installation.
  
  Specific Concerns
  Slippery and Muddy Patches: This often results from overwatering or poor drainage in the area. Subsequent conditionssuch as changes in watering practices or soil settlingcan lead to these issues.
  
  Wire Mesh Visibility: The wire mesh under sod is a temporary reinforcement layer. It is typically buried and not exposed if the sod establishes properly. Exposed mesh may indicate the grass was not able to root effectively due to improper post-installation care or environmental challenges.
  
  Comparison with Your Neighbor's Lawn: While its tempting to compare, every lawns conditions are unique. Factors such as soil composition, sunlight, maintenance practices, and watering schedules can differ significantly, even between adjacent properties.
  
  Industry Standards
  To provide further assurance, we have attached policies from other reputable landscaping companies and sod farms. These also indicate that sod warranties are uncommon due to the factors mentioned above. Our policy aligns with industry standards.
  
  Conclusion
  At Basil Green Landscaping, we strive to deliver quality. While we understand your disappointment with the current state of your lawn, it is essential to note that we do not provide warranties on sod after installation, as outlined in the agreement you signed and the job completion form.

  Customer Answer

  Date: 23/12/2024

   
  Complaint: 22711589
  
  I am rejecting this response because:

  the owner has taken no responsibility to address the issue whatsoever ever. Additionally he sent a cease and desist letter to me literally 2 minutes after he sent the letter stating he wished to resolve the issue amicably. I sent both of his emails and my reply to **************************************** on Dec.20th shortly after 5:30. I have received no reply to my request asking that he provide me with the details of my review that he considered to be false and misleading.  I feel strongly that his statement that he wanted to amicably resolve the matter is at complete odds with the Cease and Desist letter he sent immediately afterwards. As a senior, I felt that this was a threatening (rather than an "amicable" ) approach. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/01/2025

  Thank you for your additional feedback. I regret that you feel dissatisfied with the resolution process, and I would like to address your concerns while reiterating our position regarding the sod installation and related circumstances.
  
  Addressing Responsibility for Sod Care:
  As previously outlined, the long-term health of your lawn depends heavily on post-installation care, which is outside the scope of our responsibility. Basil Green Landscaping fulfilled all aspects of the agreed-upon installation process, including:
  
  1. Removal of Old Lawn and Installation of New Sod: The sod was installed professionally and in accordance with industry standards.
  2. Providing ******************************** guidelines were shared to ensure you could maintain the lawn successfully after installation.
  3. Job Completion Acknowledgment: You signed the job completion form, confirming that you understood and accepted full responsibility for the maintenance of the sod after installation.

  As noted earlier, environmental factors, maintenance practices, and unforeseen challenges such as soil conditions or pests can affect sod health. Unfortunately, these variables fall entirely outside of our control, as is the case across the landscaping industry.
  
  Regarding the Cease and Desist Letter:
  The cease and desist communication was sent to address comments or statements that we believed misrepresented our business practices or services. It was not intended as a threat but as a formal clarification to protect our professional integrity.
  
  The letter was issued in parallel with our attempt to resolve the matter amicably to ensure clarity and fairness for both parties. We regret if you found this approach distressing, but it is standard practice to address public statements that may have legal or reputational implications.
  
  Our Position
  While we empathize with your frustrations regarding the condition of your lawn, we must respectfully stand by our position:
  
  1. Sod Warranty: As stated in the signed agreement, we do not provide warranties on sod, consistent with industry standards.
  2. Post-Installation Responsibility: The success of the sod depends on adherence to the provided care instructions. Basil Green Landscaping cannot assume liability for the outcome of factors beyond our control.
  
  We understand your frustration and disappointment. However, we respectfully maintain that the condition of your lawn is not a result of negligence or improper installation by Basil Green Landscaping. Our goal remains to uphold the highest professional standards while ensuring clear communication with our clients.
  
  We value all our clients and strive to resolve matters fairly and transparently. We hope this clarifies our stance and provides context for our actions.

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22711589
  
  I am rejecting this response because:
  Once again, the business has made absolutely no attempt to provide an amicable resolution. The owner's response was simply to reiterate the business's position that they will not take any responsibility whatsoever to address the fact that we paid a considerable amount to end up with a front and side yard that are in far worse shape than before we had thus company replace the lawn. It is very concerning to see the business continually repeat the same rejection of our concerns while claiming to wish to resolve the matter. I see no resolution whatsoever in their reply. Additionally, I made it clear that the cease and desist letter felt very threatening to me. It is not up to the business to say it was not threatening when, in fact, I was the one who felt very threatened by this heavy handed reaction. 
  Sincerely,
  
  ***** *********

  Business Response

  Date: 14/01/2025

  Thank you for your continued correspondence. We appreciate the opportunity to clarify our position once more and address your concerns in as much detail as possible. The crux of our position remains that a refund is not warranted, and our resolution is confined to explaining our exclusion from liability and offering you guidance on lawn care going forward. Please allow us to elaborate:
  
  1. Why a Refund Is Not Warranted
  a. Proper Installation and Industry Standards
  Basil Green Landscaping performed the sod installation according to recognized industry standards. As is widely practiced in the landscaping industry, we do not warranty sod once it has been installed. This is because sod is a living product whose longevity depends heavily on variables beyond our control, such as watering, fertilization, soil quality, environmental conditions, and ongoing maintenance.
  b. Contractual Agreement and Exclusion of Liability
  At the completion of the project, you signed the job completion form, indicating that you understood and agreed to the terms, including:
  The absence of any warranty or long-term guarantee on the installed sod.
  Your acceptance of full responsibility for post-installation care.
  Basil Green Landscapings exclusion of liability for the sods condition once installation was completed.
  Because our contract explicitly states that the client is responsible for aftercare, there is no contractual basis for a refund due to sod failure over time.
  c. No Evidence of Installation Fault
  Any deterioration in the lawn appears to be attributable to factors outside our immediate control and beyond the scope of our responsibility.
  
  2. Our Intended Resolution
  a. Providing Clear Explanations & Guidance
  We recognize that you are dissatisfied with the state of the lawn. However, our role and obligations ended once the sod was successfully installed and turned over for your care. Therefore, our resolution is limited to:
  Explaining the reasons we are excluded from liability.
  Offering non-obligatory guidance for improving or restoring the lawn, should you choose to pursue it.
  b. Industry-Standard Policy & Best Practices
  We have consistently shared industry norms and best practices to highlight that the same stance on sod warranties is common among reputable landscapers. This is not a rejection of concerns but rather a reiteration of why a living product cannot be guaranteed once outside the installers control.
  
  3. Addressing Your Perception of Threat
  a. The Cease and Desist Letter
  We understand that you felt threatened by this correspondence. However, the cease and desist letter was issued to ensure that any public statements made about Basil Green Landscaping were accurate, and to protect our reputation from potential misinformation. It was not intended as a refusal to discuss your concerns nor as an intimidation tactic. We regret that you felt otherwise.
  b. Our Ongoing Willingness to Communicate
  Despite the cease and desist letter, we have continued to communicate with you and provide clarity regarding our position. Our aim has always been to uphold a transparent, professional dialogue.
  
  4. Conclusion
  We acknowledge your dissatisfaction and the inconvenience you have experienced. However, we maintain that a refund is unwarranted based on the clear terms of our agreement and standard landscaping industry practices for post-installation sod care.
  
  Thank you for taking the time to read and consider this response. Should you have any further questions regarding the specifics of your agreement or require additional clarity, please feel free to contact us.