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:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  I hired Samuel to re-grade my yard and lay down new sod. He completed the project on 7/9. By 7/22 the sod was essentially all dead. I followed the instructions clearly and put down an insecticide and watered the yard for an hour every day. I called Samuel about the issue. On 7/22 he sent an email to the sod company informing them that there was an issue with the sod. Finally on 8/17 he came to my house and we discussed replacing the sod on 8/24. Ever since my calls have gone unanswered. He now states he will not replace the sod and will not fix the grading that has actually made my water issues worse. At this point, I just want to a refund as it is clear he has no intentions of doing the job correctly. You can see the water issues and the dead sod in the pictures. This has been exhausting and stressful.

  Customer Answer

  Date: 11/12/2024

  Please re-open My complaint. After I filed the complaint originally the business owner ended up reaching out and he agreed to fix the issues and replace the sod. He has not responded to numerous calls and texts to come and actually correct the issue so I want to re-open the complaint and have it submitted to the business with the original details

  Customer Answer

  Date: 11/13/2024

  Date Sent: 11/12/2024 3:07:43 PM
  Please re-open My complaint. After I filed the complaint originally the business owner ended up reaching out and he agreed to fix the issues and replace the sod. He has not responded to numerous calls and texts to come and actually correct the issue so I want to re-open the complaint and have it submitted to the business with the original details

  Business Response

  Date: 12/05/2024

  Justin, I’m very sorry you had a less than pleasurable experience during this process. However, my side of the story is a lot different. I’ve done over 500 jobs since starting this business and only had two complaints ever so while we would like to, we wont be able to satisfy everyone just as very single other business deals with. In your case, i used 10,000 sq ft of the SAME batch of sod from the same farm a few days prior to your job. I watched the customer treat the yard as properly instructed and they had a good working irrigation system, the yard is as green and healthy as a golf course. Now correct me if I’m wrong but you knew your irrigation wasn’t working properly, you were fine with watering it with a hose(I recommended getting the system fixed prior to installation 5+ times) .I understand budget was an issue but that was a risk you were willing to take that was not forced or imposed on you. I cannot and never have or will be held financially responsible for someone else’s lack of maintenance/ following simple instructions that were provided. Once again we have a customer satisfaction rating of 99.6 and that’s something I’m not ashamed or trying to hide I’ll take that number all day. 
  

  Photos attached of the same batch of sod from the same farm. Looks beautiful. He has proper irrigation and treated with pesticides as instructed. 

  Customer Answer

  Date: 12/05/2024

  
  
  Complaint: 22276692
  
  
  
  I am rejecting this response because:

  You have done nothing but provide excuses to the issue at hand. It's clear you don't care about the customer or their experience. I hired you to re-grade my yard and lay down new sod to help alleviate the water issues I was having. That was the whole purpose for me doing the project in the first place. Not only do I continue to have the same water problems, but my yard looks so much worse than prior to you doing the work. Not only that, but you then left empty sod crates scattered through my yard for me to pick up and left an downspout pipe that you cut, but did fix, exposed rather than burying it like it was before. I gave you every opportunity to make it right. You sent an email to the sod company not 2 weeks after installing the sod back in July alerting them to the sod web worm issue. In fact you told me that they were not surprised to hear of the web worm issue. You then proceeded to ignore me instead of providing a resolution like we had talked about. Then after I originally submitted this complaint you finally called me back now 2 months later and agreed to fix the sod in the areas that were dead. The sod company agreed to provide the sod for free. At an absolute bare minimum that's the least you could have done, but it's clear you had no intentions of making it right as you once again stopped answering all communication. This has by far been the worst experience I've ever had with a contractor. It's abundantly clear you had no intentions of doing a great job, but you were just there to collect a check. This is not a reasonable resolution. I've included screenshots of the messages.

  
  
  
  Sincerely,
  
  
  
  Justin ******

  Business Response

  Date: 12/12/2024

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