Complaints

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.

• Initial Complaint

  Date:09/25/2023

  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.

  During November of 2022 we purchased services and products for a backyard remodel including *************** of artificial turf and proper underlayment. We adamantly, emphatically stressed the importance of a pet friendly turf that would not have any adverse urine odors.Our previous home had turf installed by previous owner and the pet urine was absolutely unbearable! We made our selection of turf from the samples provided by River City Pavers they said would meet our expectation of odor control. Well it has done nothing of the kind. The odor is so strong we can't even open our windows along the backyard. The smell is overwhelming and has not allowed us to enjoy the yard. We have spoken with River City Pavers expressing our concerns. We were told they never have had this issue in the past. They have inspected and concurred there is a definite odor problem. We have bantered back and forth on multiple phone calls, emails and in person visits with no real resolution. At one point they said they would redo the turf and foundation at a cost to us based on their costs.I emailed them again on 9/11 with information about different turfs I've researched along with proper installation. I requested a response of a quote, a timeline of repair and have not received any response. We have wasted so much time on waiting for them to resolve our concerns.

  

  Business Response

  Date: 11/06/2023

  Here at River City Pavers we take pride in our work and making every customer as happy as possible. Unfortunately there was a lack of communication on your projects issues and I take full responsibility for not communication with you in a timely fashion for that I deeply apologize. As for the odor of the turf, we installed the turf to Industry standards and added sufficient drainage as well as sprinklers so you could rinse off the turf. We also added anti-microbial sand that is safe for dogs and non toxic which is rolled in a microbial agent to remove the smell of urine from the turf. Another additive we installed is called zeolite its a naturally occurring substance this is generally considered the best infill to use to help eliminate pet waste smells while also staying cooler in the sun. We did come out to your house after the first initial contact of odor and washed down/conditioned your turf as well as adding more (previously mentioned) sand. I am still happy to come out and assist you further by removing the turf and installing a different base and turf at our companies cost. I was not familiar with the product emailed to me that you would like installed so Ive been doing my homework on it. We do have something similar that I have texted pictures of we can install instead if you like? I would like to address this ASAP and have a new fresh backyard installed before the first of the year.