Complaints

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• Initial Complaint

  Date:06/04/2025

  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.

   
  Complaint: 23426816
  
  I am rejecting this response because:

  The response by Mr. ********************** regarding **** overseeing the installation is a complete fabrication.

  Mr **** ********************** and his team at Davis Outdoor Construction (DOC) undertook our entire backyard transformation - pool, pool decking/patio, stone barbecue, driveway extension and pet turf, among other smaller items. The ONLY input that **** ***** (my husband) gave for the turf was helping figure out the positioning of the two areas that were to be covered in pet turf AND to he requested that DRAINAGE be installed in each pet turf area only because DOC were NOT going to add any drainage to the turf. Why would we pay DOC for a massive project and then oversee the installation of pet turf we know nothing about - we are NOT the professionals in this area, it is NOT mine nor my husband's area of expertise, it is supposed to be DOC's area of expertise AND if it wasn't, **** nor any of his team expressed that to us. My husband was not even home when the turf was installed by *****, one of ****'s team members. 

  When a client is paying what we paid for our backyard transformation, a client expects that the company who has taken on the job knows what they are doing - if DOC did not feel comfortable laying pet turf in our pool area then **** should have told us and should have given us a quote for a certified pet turf company to install the turf. Instead, he had his driver go and pick up the turf from a company we now see is extremely poorly rated in their service (although, again, DOC installed our turf, not Nationwide Turf),  and had his own team of workers install our turf - placing a plastic/woven weed cover beneath the crushed stone/ sand/ M10 granite etc. is NOT how pet turf, specifically, is supposed to be installed, hence our issues with smell and odor. We know numerous friends who have pet turf in their yards, and not one of them has the issue we have, hence our decision to install pet turf. While it was an added bonus that the pet turf would be cheaper than having our pool deck stone in that area, cost was not in the forefront of our minds when we made this decision, having a place for our dog to go potty when she swims was the main reason.

  For **** ********************** to say that it is sad we are letting a tiny area of our backyard transformation taint our experience of the finished project is unfair because WE are the one's sitting on our lounge chairs smelling the horrific odor of pet urine as we try and enjoy our new pool. Our friends are utterly shocked when they come over because the odor is so bad we cannot sit on the loungers if they are on the turf. 

  A certificate of completion is the date from which a warranty starts - if ****/DOC took 2-3 months longer than necessary to complete a client punch list that is not the clients fault, in fact, we texted **** numerous times to find out when we could expect the work to be completed, we were eager to have it 100% complete as soon as possible.

  Lastly, we would like to mention that while **** and I "monitored" the work performed by DOC employees and would have to call Mr. ********************** with problems we noticed, it was ONLY because Mr. ********************** (owner and project manager) was not on site very often to make sure the work was being completed correctly. He agreed to install extra jets in our hot tub, then argued with my husband when we noticed the foot jets were not connected correctly saying they were only supposed to blow air, when in fact, they were designed and piped/connected for water and air but had been incorrectly installed. Mr. ********************** threatened over the phone to come with a jackhammer and demolish our hot tub. When he arrived at our property and **** showed him photos of the piping that had been installed, and that the jets were piped to blow both water and air, he had his workers come back out and pull up pavers to connect the jets correctly. This was just ONE of many instances where my husband had to "check" work being done by DOC because Mr. ********************** was hardly on site, BUT, he by no means took responsibility for the work being done by DOC, **** was only protecting our investment by making sure the work was completed correctly - every issue we found was directed to Mr. ********************** so that they could be correctly completed to the standard of workmanship we expected of this project.

  DOC and **** ********************** need to stand by the warranty that comes with the work they completed on our property and reimburse us for the cost of correctly installing the pet turf so it no longer smells. 
  
  Sincerely,
  
  ******* And ******* *****

  e of the many changes we made to the original contract, **** never bothered to give us an amended contract or price even though we asked him for it numerous times. We paid the negotiated final price and were issued our Certificate of Completion on 6 October 2024. We are requesting a settlement refund that only covers the cost of the turf being re-installed correctly and of the materials we have used in the past year to try and remediate the odor, which was pointless because of the incorrect installation in the first place.

  

  Business Response

  Date: 06/05/2025

  We are Truly Sorry that the Mrs ***** is unhappy with the small areas that Mr ***** added to allow for green space and pet area. Mr ***** over saw every aspect of this project and every single step of installation. We installed everything to Mr ****** expertise specifications. The Turf was also added to save costs on decking. After Months of continuous punch lists we were finally able to settle partially on the balance due and finally complete the Job. Unfortunately we do not offer any type of warranty for Pet Urine smell. It is unfortunate that such a beautiful job could be overlooked by not allowing you pet to use another area. Thank you 

  

  Business Response

  Date: 06/12/2025

  While  its unfortunate. Were still dealing with this issue.. I want to please note there have been no structural issues,  no deterioration or grading issues or no notable warranty item issues on the complete project that we did for this family. The pictures were very helpful., they show that there was 89 stone properly installed. There was a matting layer, and the M10 was in place to move the water to the drain ********* has been an extremely wet and rainy season and that couldve saturated the soil not allowing the urine filter thought it.. The pet turf was installed correctly for foot traffic, pool lounge chairs, and an occasional pet urine. This is a very small and confined area with torrential downpours month after month and continuous pet urine. I am so very sorry we cannot warranty a pet urine odor when the pet continuously urinates on the turf.. I suggest cleaning it on a regular basis. Possibly try and have the pet urinate in a different area of your front,  back or side yards.. maybe even take him for a walk. 
  Thank you for your time! 

   

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23426816
  
  I am rejecting this response because:

  Once again, while we are not surprised by Mr. *********************** response and denial of wrongdoing, we do not accept his reasoning and still believe this to be an issue that is covered by our warranty -

  1.  Davis Outdoor Constructions warranty is for ALL work and construction completed on the premises, it does NOT have ANY exclusions and it is NOT a limited warranty - we did not receive any paperwork that stated that the Pet Turf installed would not be warrantied for pet odor issues.  Clay Davis has NO idea how often or not our dog urinates on the turf, and the amount of rainfall we have had should actually be in our favor re the odor issue. 
  

  2. We have now had time for multiple turf companies to come out and look at DOCs pet turf installation and ALL of them noticed immediately the complete and utter absence of Zeofill or similar product!! THIS is the main reason we have odor issues - without Zeofill, there is no enzyme to break down pet urine, and this is also the reason our turf is blistering hot on a ******* day. We expected it to be hot, but according to the companies that have been here to inspect our turf, our turf should never be hotter than our pavers - well, it is much hotter than our pavers. Again, had DOC installed it correctly using Zeofill as a turf infill (standard installation for pet turf by the way), our turf would be 30% cooler than it currently is.

  Mr. Davis needs to stand by his workmanship and expertise or lack thereof. Our neighbors have a tiny area of pet turf that they wash once a year and they have two dogs that pee and p*** on it everyday as their only are to go potty. 
  Our dogs are down by the pool for limited periods during the day, and do go potty in our front yard. 
  

  We have tried Simple Green and Urine Enzyme products to no avail. 
  

  Lastly, when I sent pictures of how our turf was installed to Nationwide Turf, who DOC bought our pet turf from, the owner immediately ghosted me and would not return my calls. Clearly, he t was not installed properly and he did not want to rat out his customer. 
  
  Sincerely,
  
  ******* And ******* *****